Re-Clean Request Policy
This policy is in place to facilitate a clear and responsive process for addressing any areas of concern following the initial cleaning service. Clients can be confident that their re-clean requests will be handled with attention to detail based on the provided documentation.
Acceptance of Re-Clean Requests
Describe the service and how customers or clients can benefit from it. This is the place to add a short description with relevant details, like pricing, duration and how to book.
Criteria for Re-Clean Attendance
Yarra Cleaners will attend to re-clean only the areas identified in the submitted photos or the real estate exit report. This ensures a focused and efficient resolution of any concerns raised by the client.
Guarantee and No Guarantee Policy:
No guarantee will be considered valid if alterations, renovations, or any changes have been made to the property subsequent to the completion of our cleaning services. Any modifications to the property may impact the effectiveness and longevity of the cleaning results.
Guarantee After Task Completion
Upon completing a task, Yarra Cleaners does not provide a guarantee for certain areas. This is due to specific conditions that may impact the long-term effectiveness of the service.
Guarantee After Task Completion
Upon completing a task, Yarra Cleaners does not provide a guarantee for certain areas. This is due to specific conditions that may impact the long-term effectiveness of the service.
Reason for No Guarantee
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Yarra Cleaners does not offer a guarantee in areas where factors beyond our control, such as extreme conditions or the inherent characteristics of certain materials, may affect the lasting results of the cleaning service.
No Further Assistance in Non-Guaranteed Areas
In areas where Yarra Cleaners has explicitly stated no guarantee, further assistance or support will not be provided. Clients are advised to consider these non-guaranteed areas as exempt from additional services.
No Acceptance of Further Assistance:
Yarra Cleaners will not accept requests for additional assistance or support on areas explicitly declared as non-guaranteed. It is the responsibility of the client to be aware of these conditions and make informed decisions regarding additional services.
2. Requesting a Refund
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To initiate a refund, clients must submit a written request detailing the reason for the refund within 7 days of the service completion.
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Refund requests can be submitted via email to info@yarracleaners.com.au or by contacting our customer service.
1 . Refund Eligibility
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Refunds will be considered under the following circumstances:
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We don’t consider refund and re-clean request where we provide no guarantee areas.
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Services paid for but not rendered due to unforeseen circumstances on the part of Yarra Cleaners.
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We don’t consider refund for any permanent marks and stains.
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We don’t do fully refund payments.
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Dissatisfaction with the quality of service which is paid by Client (Managing Agent, operating within the guidelines of the Residential Tenancies and Rooming Act 2008) subject to the terms outlined in the "Quality Assurance" section of the Terms and Conditions.
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Fully Refundable Circumstances
Service Non-Delivery: If services have been paid for, but Yarra Cleaners is unable to attend and clean due to extreme dirty conditions of the property or denial of service by the client, a full refund will be issued.
Partially Refundable Circumstances
Partially Refund considered only and only where Yarra cleaners no improve the condition but it could able to immoveable with in time bond.
Unsuccessful Cleaning Attempts
If Yarra Cleaners makes one or two attempts to re-clean the property but is unsuccessful due to extreme dirty conditions or other unforeseen circumstances, a partial refund may be considered.
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In some cases, Yarra Cleaners may offer partial refunds based on the circumstances leading to the refund request.
Service Scope
Yarra Cleaners provides professional cleaning services as outlined in the agreed-upon proposal. Any additional services requested by the client may result in additional charges.
Inappropriate Behavior
We maintain a zero-tolerance policy for inappropriate behavior directed towards us or our cleaning staff. Inappropriate behavior includes but is not limited to harassment, intimidation, threats, or the use of fear, whether expressed verbally, in writing, or physically. This encompasses explicit language, racism, and defamatory remarks. We are committed to taking necessary actions, including legal measures, against individuals engaged in threatening or abusive behavior. We reserve the right to immediately terminate services without providing a refund. By engaging our services, you, the customer, acknowledge and accept these terms, waiving any claims for a refund in such circumstances.
Pricing and payment
· Clients will be billed according to the agreed-upon pricing structure. All service payments are to be made upfront by the client before the scheduled cleaning date. Failure to make upfront payments may result in the cancellation of services.
· Any changes to the agreed-upon pricing structure must be documented in a written agreement signed by both parties. Yarra Cleaners reserves the right to adjust pricing with notice to the client, taking into consideration factors such as the size of the premises, additional services requested, or changes in service frequency.
· Invoices for additional services or changes to the pricing structure will be provided and are due upon receipt. Failure to make timely payments for additional services may result in a suspension of cleaning services until outstanding payments are resolved.
Refund Policy
Yarra Cleaners Cleaning Services - Terms and Conditions
Our bond cleaning service is designed to thoroughly clean the property to meet the standards set by the Managing Agent, operating within the guidelines of the Residential Tenancies and Rooming Act 2008. This ensures that the property is in a state of cleanliness acceptable for the release of the tenant's bond.
3. Refund Processing
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Refund requests will be reviewed within a reasonable timeframe.
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If the refund is approved, the refund will be processed using the original payment method. Refunds may take [number of days] days to reflect in the client's account.
4. Non-Refundable Circumstances
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No refunds will be issued under the following circumstances:
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The client's dissatisfaction is based on extreme dirty conditions of the premises, property, or cleaning service area, as outlined in the "Extreme Dirty Conditions" section of the Terms and Conditions.
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Cancellations or changes made by the client within 24 hours of the scheduled service.
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Failure to provide access to the premises, hindering the completion of the scheduled cleaning service.
5. Termination of Services
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In the event of a termination of services initiated by Yarra Cleaners, a pro-rata refund for unused services may be provided.
6. Modifications to the Refund Policy
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Yarra Cleaners reserves the right to modify this refund policy at any time. Clients will be notified of any changes via email or on our website.
7. Contact Information
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For any inquiries or to request a refund, please contact our customer service at [your contact information].
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By availing our services, you, the client, agree to adhere to the terms outlined in this refund policy.
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Scheduling and Rescheduling
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Clients are responsible for providing access to the premises at the scheduled time. Any rescheduling or cancellations must be communicated minimum two days in advance. Failure to do so may result in a cancellation fee.
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If our cleaners are reached at site after then clients canceled job in this case Client will be bear 200$ which includes to travel experience etc. all rights will be reserved by Yarra Cleaners.
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Access to Premises:
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Clients agree to provide safe and unobstructed access to the premises during scheduled cleaning times. If access is denied, the client will be charged for the scheduled cleaning.
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Clients are responsible for arranging parking spaces for Yarra Cleaners cleaning team vehicles prior to their arrival. Adequate and convenient parking must be provided to ensure efficient and timely delivery of cleaning services.
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If suitable parking arrangements are not made, resulting in delays or difficulties for the cleaning team, Yarra Cleaners reserves the right to charge additional fees to compensate for time and resources expended due to parking-related issues.
Client Responsibilities
These points emphasize the client's responsibilities regarding the security of items, parking arrangements, utility availability, and the need for the property to be fully vacated before the cleaning team begins their work. Adjustments can be made to align with specific details of your business practices if needed.
1. Valuables and Fragile Items
Clients are responsible for properly securing valuables and fragile items. Yarra Cleaners will not be held liable for any damage to items that have not been adequately secured.
2. Parking Arrangements
Clients are required to arrange parking near the property or cover the cost of parking for Yarra Cleaners' team during the cleaning service.
3. Utilities Availability
Clients must ensure the availability of working electricity and water in the property. If these utilities are not functional, the property will be considered under no guarantee for the cleaning services.
4. Property Vacancy
Clients are obligated to ensure that the property is fully vacated before the Yarra Cleaners team arrives for the End of Lease cleaning. Failure to do so may result in additional charges for the time spent waiting to commence the work.