Terms and Conditions

IMPORTANT: BY ENGAGING OUR SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS. WE RESERVE THE RIGHT TO MODIFY THESE TERMS AT OUR DISCRETION WITHOUT PRIOR NOTICE. AMENDMENTS WILL BE POSTED ON OUR WEBSITE AT SQUEAKYKLEANERS.COM.AU. PLEASE REVIEW THIS PAGE REGULARLY TO STAY INFORMED OF ANY UPDATES.

Squeaky Kleaners Pty Ltd  (we, us, or our) provides cleaning services (Services) that you can book through our website at https://squeakykleaners.com.au/ (Site).

Contact Information

Definitions

In these Terms and Conditions, the following definitions apply:

  • Client or You: The person or entity purchasing services from Squeaky Kleaners.
  • We, Us, or Squeaky Kleaners: Squeaky Kleaners or its authorized contractors.
  • Services: Any cleaning service requested by the Client.
  • Terms and Conditions: The terms outlined in this document and any additional written agreements.
  • Cleaner: The individual performing the service on behalf of Squeaky Kleaners.
  • Heavily Soiled: A level of dirt, grime, or dust significantly above that of a typical residence.
  • Property Manager: The agent overseeing the rental property, such as a real estate agent.
  • Property: The premises requiring bond cleaning services.
  • Bond Cleaning Standards: The cleanliness level required by the Property Manager to release the rental bond, as per the Residential Tenancies Act 2010.
  • Best Efforts: Squeaky Kleaners’ informed decisions based on available information.

General Provisions

  • These Terms and Conditions apply to all contracts between Squeaky Kleaners and the Client, superseding any other documentation or communication from the Client.
  • Squeaky Kleaners has a zero-tolerance policy for harassment, intimidation, threats, or abusive behavior toward our staff or contractors. We reserve the right to take legal action and terminate services without refund for such behavior.
  • A detailed list of bond cleaning inclusions and exclusions is available on our website.
  • These Terms may be updated periodically. The Terms in effect at the time of your Booking apply.
  • Neither party is liable for delays or failures due to events beyond reasonable control, except for payment obligations.
  • These Terms are governed by New South Wales law, and parties submit to the exclusive jurisdiction of its courts.

Bookings and Services

  • By booking a service via the Site, you agree to these Terms. Your personal information will be handled as per our Privacy Policy.
  • To book, complete the online form on the Site, select Services (end-of-lease cleaning and any extras), choose a date and time, provide the Property address and contact details, and pay through the Site (Booking).
  • Bookings are confirmed via email. Each cleaning Booking constitutes a Clean.
  • We will provide the Services as per these Terms using our staff or contractors (Team).
  • You must confirm with your Property Manager the specific cleaning requirements under your lease. If these are not covered in our bond cleaning checklist, you must: (a) Select the service in the extras section of the booking form if available, or (b) Notify us at the time of Booking to confirm if the requirement can be added at an additional cost.

Pricing and Quotes

  • Quotes are estimates based on average house and room sizes.
  • Quotes may change due to: (a) Property differing from Client’s description (e.g., extra rooms or window treatments); (b) Heavily soiled conditions requiring extra time or products; (c) Hazardous areas or specialized services; (d) Areas outside the agreed cleaning schedule; (e) Additional costs like parking or key pickup fees; (f) Client altering requirements; (g) Rubbish or personal belongings removal.
  • Squeaky Kleaners may exclude risky items or areas, voiding the Bond Cleaning Guarantee for those items.
  • Items with normal wear and tear or long-term grime may not be cleanable and are not covered under warranty.
  • If a quote variation is needed, we will contact you for approval.
  • Upon agreeing to a revised quote, you authorize the additional amount to be charged to your credit card before variation work begins.
  • Declining a quote variation may void parts or all of the Bond Back Guarantee, which we will communicate.

Property Access

  • You must be reachable, especially one hour before the scheduled start time. If unreachable, we will proceed using Best Efforts, but the warranty may be voided if the job is incomplete due to lack of communication.
  • You are responsible for providing Cleaner access to the Property.
  • If the Property is inaccessible at the agreed time, a $50 per hour non-access fee applies, up to the total job cost.
  • Notify us at least 24 hours in advance if key pickup is required. Key pickup/drop-off fees: $39 for 1-10 km, $59 for 11-20 km, based on the shortest Google Maps route.
  • Failure to provide access incurs a $90 cancellation or postponement fee, subject to availability.
  • Cleaners require unobstructed access to all areas included in the service.
  • You agree to allow photographs of the Property before, during, and after the service for quality assurance and documentation.
  • Electricity and running water are mandatory for bond cleaning. If unavailable, Cleaners will do their best, but the Bond Cleaning Guarantee will not apply.
  • You must move heavy items (over 5kg) before the service at your own risk and cost. Failure to do so voids the Bond Cleaning Guarantee for those areas unless agreed in writing.
  • All personal belongings must be removed before the service. We take care but are not responsible for damage during the service.
  • Rubbish must be removed from the Property. We are not responsible for rubbish removal unless negotiated for an additional fee, and the Bond Cleaning Guarantee does not apply in such cases.

Cancellations and Refunds

  • Postponements within 24 hours of the scheduled date incur a $90 fee, charged to your credit card.
  • Cancellations within 24 hours incur a $90 fee, charged to your credit card.
  • No refunds are provided for cancellations within 24 hours, regardless of the reason.
  • We may cancel if the Property is unsafe or access is not provided. Same-day cancellation fees apply.
  • We may reschedule or cancel if the Property’s condition or size differs from the description or due to unexpected circumstances.

Payment Terms

  • Payment must be made via credit card or bank transfer before the service date unless otherwise agreed in writing.
  • To secure a Booking, provide valid credit card details. A hold for the full service amount will be placed 48 hours before the Booking date.
  • For bank transfers, send remittance details and allow 3 days for clearing. Failure to provide proof of payment or cleared funds 1 day prior results in cancellation and forfeiture of the booking fee.
  • Late payments incur a $50 fee for the first month, plus 10% per annum every 3 days thereafter.
  • You agree to indemnify us for legal costs and expenses incurred to recover debts due to non-payment.
  • We may report non-payment to collection agencies, credit reference associations, and property agents, which may impact your credit rating and rental or credit prospects.

Bond Return Guarantee

  • We will return free of charge to rectify cleaning issues raised by the Property Manager under the Residential Tenancies Act 2010, subject to these Terms and our inclusions/exclusions.
  • The Bond Cleaning Guarantee applies only to engaged services (e.g., excludes carpets if not booked).
  • Items like ceilings, garage walls, or deep stains requiring professional treatment are not covered. See our website for details.
  • Re-cleans require a Property Manager’s report with photographic evidence.
  • Re-cleans are scheduled within 24-72 hours of receiving the report and address only listed issues.
  • Re-clean work is warranted for 72 hours. No feedback from the Property Manager within this period deems the re-clean successful, and the job is complete.
  • The Bond Return Guarantee is valid only if we are contacted within 72 hours of the initial service.
  • The guarantee does not cover natural events like settled dust or water marks. We are not responsible for such issues.
  • The guarantee is void if the Property is not vacant after cleaning, except for carpet cleaning by our authorized provider or with written agreement.
  • Bond cleaning must occur after furniture removal, vacancy, and completion of maintenance or other work.
  • We are not liable for “Acts of God” (e.g., floods, storms, fires, earthquakes, cyclones).

Late Notification and Re-Cleaning Policy

  • Bond Back Guarantee Time Limit: Valid for 72 hours post-service. Issues must be reported within this period.
  • Late Notifications: Notifications after 72 hours incur a $95 non-refundable late notice fee, plus charges for additional cleaning services if required.
  • Additional Cleaning Services: Cleaning of areas not originally booked or excluded is charged as additional services.
  • Rationale for Late Notice Fee: Accounts for natural dust accumulation, property use for open houses, and difficulty verifying conditions post-service.
  • No Guarantee for Late Notifications: We strive to address late issues but cannot guarantee the same standard as within 72 hours.
  • Discretion: We may waive the late notice fee at our discretion based on circumstances.
  • Dispute Resolution: Disputes follow the process outlined in these Terms.
  • Acceptance: Booking our services acknowledges acceptance of this policy.

Claims and Liability

  • Refund claims are not considered after the service is complete and we have left the Property.
  • You must allow a re-clean or inspection before engaging third parties for additional services.
  • The Bond Cleaning Guarantee applies only to bond cleaning, not other services like carpet cleaning or pest control, which are warranted by their contractors.
  • Older items prone to wear and tear (e.g., light fittings, fly screens, perishable plastics) may break accidentally. Damage claims require a written description and photos.
  • You waive claims for incidental costs (e.g., rent or bond loss) arising from the service.
  • Damage claims require proof of fault during the service. If accepted, the contractor resolves the claim and must have access to assess repair/replacement costs.
  • For fridge/freezer cleaning, you must empty and defrost in advance. Additional costs may apply.
  • Report accidents, breakages, damage, or theft by a Cleaner within 24 hours of service completion.
  • Claims reported after 24 hours may be dismissed at our discretion.
  • We are not liable for damages or issues due to your failure to disclose relevant Property information (e.g., existing damage, hazardous materials, special requirements).

Complaint Procedure

  • Submit complaints in writing to info@squeakykleaners.com.au within 24 hours of the service.
  • Include your name, contact number, complaint date, detailed explanation, supporting documentation, and desired resolution.
  • The complaint procedure is accessible on our website.
  • Failure to follow this procedure may result in dismissal of the complaint at our discretion.

Website Usage and Content Protection

34.1 Website Content Protection

The business content, service descriptions, operational methodologies, pricing structures, and processes on squeakykleaners.com.au are the intellectual property of Squeaky Kleaners Pty Ltd, protected by Australian and international copyright laws. While some images/icons may be licensed stock materials, the website design, content structure, and business methodology are proprietary.

34.2 Prohibited Actions

You are prohibited from:

  • Copying, reproducing, or emulating our business model, service descriptions, or methodologies.
  • Replicating our website structure, content organization, or pricing models.
  • Using data mining, robots, screen scraping, or similar tools on our website.
  • Creating derivative works based on our business content or offerings.
  • Using our content or methodologies for commercial purposes.
  • Attempting to replicate our service delivery model or processes.

34.3 Commercial Use and Business Protection

Commercial use or replication of our business model or website content is prohibited without written authorization. This includes copying service descriptions, pricing structures, content organization, or service delivery models for competitive purposes.

34.4 Unauthorized Use and Legal Consequences

  • Unauthorized use or replication causes irreparable damage to our operations and competitive position.
  • We may: (i) Seek injunctive relief; (ii) Pursue monetary damages for loss of business, reputation, and market position; (iii) Recover legal costs; (iv) Seek compensation for competitive damage; (v) Pursue all legal remedies.

34.5 Compensation for Unauthorized Use

  • Compensation claims for unauthorized use are based on: (i) Commercial value of our methodology; (ii) Loss of competitive advantage; (iii) Market damage; (iv) Legal/administrative costs; (v) Consequential losses.
  • Minimum claim is AUD $10,000, without prejudice to additional damages.

34.6 Authorization Requests

  • Requests to use our business content must be made in writing to info@squeakykleaners.com.au.
  • Authorization, if granted, will be in writing and may include fees and terms.
  • Use without authorization is subject to the consequences outlined above.

34.7 Monitoring and Detection

  • We actively monitor content and methodology use.
  • We maintain records of unauthorized use for legal purposes.
  • We engage professional services to detect and document unauthorized replication.

34.8 Reporting Unauthorized Use

Report unauthorized use to info@squeakykleaners.com.au. Your assistance in protecting our intellectual property is appreciated.