Terms & Conditions

Service Terms & Conditions

Exclusions
Pristine Cleaning does not include the following services in any bookings: Moving large or heavy furniture, ceiling cleaning, removing rubbish, removing human or animal waste, cleaning stained silicone, removing adhesives or paint, cleaning air conditioning filters, removing fly screens, cleaning curtains, garages, exterior areas such as gardens, pools, BBQs, or providing pest control services.

Steam Cleaning
To prepare for steam cleaning, carpets must be vacuumed before the steam cleaner arrives. If steam cleaning is booked along with a regular cleaning service, we will vacuum the carpets to ensure they are ready. If the carpets are not vacuumed before the steam cleaner arrives, additional fees may apply.

For steam cleaning in apartment buildings above two stories, please ensure that lift access is available. If lift access is not provided, the service may need to be cancelled, and a cancellation fee may be charged.

Pets
Please inform us if you have pets so we can assign a team that is comfortable and free of allergies or other issues related to animals. If you do have pets, kindly ensure they are either removed from the home during the service or securely confined to a room or area that does not require cleaning. This precaution is crucial as some of our team members may be afraid of certain animals, and this will help prevent any disruptions to the service.

Parking
Please ensure that parking is available for our cleaning teams. If you live in the city or an area with limited parking, kindly contact us to arrange for a private parking spot or inform us about available public parking. Any parking fees incurred will be added to your service charges. If parking is more than 100 meters from your property, additional charges may apply.

Please note that if no parking is provided and public parking is unavailable (we typically search for up to 20 minutes), a cancellation fee will be charged. For steam cleaning services, parking must be available within 20 meters of the building. A separate steam cleaner may be assigned to your booking alongside the cleaning team, which may require two parking spots. If this cannot be accommodated, please contact us directly to avoid cancellation fees.

Cancellations
A $50.00 cancellation fee applies to cancellations made before 5:00 PM the day prior to your appointment. Please be aware that this fee increases to 50% of the job value if the cancellation occurs after 5:00 PM or on the same day as the scheduled service.

Covid Cancellations
If your booking is canceled due to isolation requirements, the standard cancellation policy will apply. This fee is charged to compensate for the loss of income for the cleaning team. However, if we are able to fill the cleaner's schedule with another service, your cancellation fee will be fully waived.

Damage
In the unlikely event that damage occurs as a result of our service, please contact our team and provide photos within 48 hours of the service date and time. If the damage is determined to be due to the fault or negligence of our team, we will first attempt to repair the item. Depending on the repair cost, up to three quotes may be required. If a repair is not feasible, we will seek a suitable replacement, for which proof of purchase will be necessary. All quotes and proof of purchase must be submitted within 30 days of filing the complaint.

Waiting
If our cleaning teams are unable to access your property, we will contact you via SMS and phone (unless you have requested another method). After reaching out, we will wait for 15 minutes for you to provide access. If access is not granted within that time, the service will be cancelled, and a 50% cancellation fee will apply.

Billing
You will not be charged until after your service is completed. If you are a new customer or have booked a one-time service, we will call you the next business day to confirm that everything went smoothly. If we are unable to reach you, we will make two additional attempts before charging the card you provided. For regular services, your card will be billed the day after each service.

Photos
On certain occasions, we may ask our cleaning teams to take photos and send them to us to help ensure we provide the highest level of support. If you are present, we will always ask for your permission before taking any photos. If you are not present, we may proceed with taking photos, but please rest assured that all photos are used strictly for purposes related to your service, and we take your privacy very seriously. If you would prefer that no photos be taken, simply let us know before your service.

General Terms & Conditions

Introduction
Welcome to the website of Pristine Cleaning Services VIC Pty Ltd. By accessing and using this website, you agree to comply with and be bound by the following terms and conditions. If you do not agree with these terms, please do not use our website.

Use of the Website
You may use this website for lawful purposes only. You agree not to:

  • Use the website in any way that could harm or disrupt the website or its content.

  • Use the website to transmit any harmful, unlawful, or offensive material.

  • Attempt to gain unauthorized access to any part of the website or its systems.

  • Use any content from this website for commercial purposes without our prior written consent.

Intellectual Property
All content on this website, including text, graphics, logos, images, and software, is the property of Pristine Cleaning Services VIC Pty Ltd or its licensors and is protected by intellectual property laws. You may not reproduce, distribute, modify, or display any content without our written permission.

User Accounts
If you create an account on our website, you are responsible for maintaining the confidentiality of your account information and password. You agree to accept responsibility for all activities that occur under your account. We reserve the right to terminate accounts, edit or remove content, and cancel orders at our sole discretion.

Privacy
Your use of this website is also governed by our Privacy Policy, which outlines how we collect, use, and protect your personal information. By using this website, you consent to the collection and use of your information as described in the Privacy Policy.

Limitation of Liability
Pristine Cleaning Services VIC Pty Ltd makes no representations or warranties of any kind, express or implied, as to the operation of this website or the information, content, materials, or products included on this site. You expressly agree that your use of this site is at your sole risk.

To the fullest extent permissible by law, Pristine Cleaning Services VIC Pty Ltd disclaims all warranties, express or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose. Pristine Cleaning Services VIC Pty Ltd does not warrant that this site, its servers, or e-mails sent from this site are free of viruses or other harmful components. Pristine Cleaning Services VIC Pty Ltd will not be liable for any damages of any kind arising from the use of this site, including but not limited to direct, indirect, incidental, punitive, and consequential damages.

External Links
This website may contain links to third-party websites that are not controlled or operated by Pristine Cleaning Services VIC Pty Ltd. These links are provided for your convenience and do not signify our endorsement of the third-party websites or their content. We are not responsible for the content or practices of linked websites.

Changes to Terms and Conditions
Pristine Cleaning Services VIC Pty Ltd reserves the right to modify these terms and conditions at any time without prior notice. Any changes will be effective immediately upon posting on this website. Your continued use of the website after any changes are made signifies your acceptance of the new terms.

Governing Law
These terms and conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.