Terms and Conditions of Service
These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Shine Home Services and or its affiliated trading name entities of Shine Home Services
Use of our services constitutes your acceptance of our Customer Service Agreement! Should you require any further information in relation to our customer service agreement please make your submission to us in writing to
1. Cleaning Services
A. Subject to the terms of this Agreement, Shine Home Services agrees to provide Domestic Cleaning Services/Bond cleans/Commercial cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”).
B. The Service will be for such cleaning duties as agreed to by the Customer and Shine Home Services at the time of booking.
C. Shine Home Services will provide one or more cleaners – Depending on its availability (the “Cleaner”) to attend the Premises to provide the Service at a time and date mutually agreed between Shine Home Services and the Customer (the “Service Time”).
D. Shine Home Services endeavors to provide the Service faithfully, diligently and in a timely and professional manner.
E. Shine Home Services will complete the full service, Should additional time or labor be required to complete a service Shine Home Services will attempt to contact the client on there (“Nominated Contact Details”) and advise the additional time/payment required to complete the service. Should the client be uncontactable for whatever Shine Home Services will make an informed decision in the client’s best
interests on the day of service as to complete the full service or terminate the service.
2. Additions and Amendments
Any changes to the Service to be provided must be agreed to by Shine Home Services prior to the starting any work. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact Shine Home Services Administration/management by telephone unless management is on- site, who may agree to provide the additional service/s in its absolute discretion. The Cleaner is not authorized to agree to any changes or variations to the Service being provided without first consulting Shine Home Services management. The Customer must not request such changes directly from the Cleaner. Shine Home Services attends a job site with the provision that a job has been confirmed by a client and the services are no longer needed or warranted without at least 24 Hours’ notice Shine Home Services may in its sole discretion charge a call out fee of $90.
3. Customer Representations and Warranties The Customer represents and warrants
A. They will provide a safe working environment at the Premises for the Cleaner to perform the Service;
B. The Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
C. They will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service;
D. Shine Home Services will provide all usual and necessary cleaning equipment and materials required by the Cleaner to provide the
E. Any cleaning equipment and materials provided by the Customer are safe, have not been tampered with and are in full working order;
F. The Client will advise Shine Home Services prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises;
G. The Client authorizes Shine Home Services to use the Premises to provide the Service;
H. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelves or other furniture), they will move those items prior to the commencement of the Service;
I. The Client will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
J. The Client will ensure the property has been fully vacated prior to our cleaner’s attendance for bond/exit cleans.
4. Health and Safety Risks
In addition to the obligations and warranties set out in section 3 above, the Customer acknowledges and agrees that:
A. The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises. Any windows above the height of 2m may require special equipment of which will be provided at the Customer’s sole expense should this be a requirement of the service.
B. The Cleaner may, either before or during the provision of the Service not use or cease
using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment pose a risk to health and safety.
C. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
D. Abuse or assault, verbal or physical, on our staff will not be tolerated and legal action or criminal prosecution will be taken against any Customer or 3rd party who is in breach of this subsection. In addition to this the Police WILL be called if any instance of abuse or assault occurs. The Customer will pay all damages to staff or equipment that occurred during an assault.
5. No Engagement of Cleaners
A. The Customer acknowledges Shine Home Services invests significant resources in recruiting, selecting and training its Cleaners. Unless Shine Home Services gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by Shine Home Services cleaning for a period within 2 Years after the conclusion of commercial Service.
B. The Customer acknowledges that Shine Home Services may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
6. Job Quotations
A. The actual price payable by the Customer is calculated on the time it takes to clean the property.
B. Any price quoted by Shine Home Services is an estimate only based on Shine Home Services experience, without inspection, and based on information provided by the Customer over the phone or through online websites and or email correspondence. Subject to this clause, quotes are valid for a period of 14 days from the date of the quote.
C. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by Shine Home Services, Shine Home Services will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. If our office staff are unable to contact the Customer, the Service will end at the pre-stated time advised in the estimate given or at the time of booking, Shine Home Services has the right however to make an informed decision on the clients behalf as to complete the service or terminate services should terminating the service restrict or deny the clients likelihood of having their bond return to them.
D. The Customer must inform Shine Home Services whether any cleaning services required are for an ‘end of tenancy’ at the time of quotation.
E. Secure parking must be provided by the Customer. Any parking cost must be disclosed to office staff at the time of the booking and covered by the Customer, Should our cleaners incur a parking charge this will be on charged to the client.
F. Pricing over the phone cannot be guaranteed until visual inspection occurs on the day. Shine Home Services has the right to refuse a job and will discuss the price prior to any work being carried out. Shine Home Services will endeavor to remove all stains although no guarantee can be given to the actual removal of any stain.
G. Free services are provided for free, no refunds are given for any service that are free if Shine Home Services cannot attend to for any
reason and also if there is a complaint in regards to stains, or not being cleaned correctly.
H. Shine Home Services will only take machinery up 1 flight of stairs where a lift is not present but not any further.
I. If fleas are present at the property Shine Home Services have the right to refuse to complete the job and this will incur a fee of $100.00 for time incurred.
A. The Customer may make a booking either by telephone, email or on the Shine Home Services website or affiliated trading sites. Any booking made on the website will only be scheduled upon the completion of a phone call, email confirmation and reply to that email.
B. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises;
C. Shine Home Services provides all quotations at the time of booking in good faith and with the information provided by The Customer. If any information provided is false or incorrect Shine Home Services reserves the right to alter the price of The Service.
D. The Customer agrees to provide Shine Home Services with their valid credit card details if requested at the time of booking, and authorizes Shine Home Services to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement. If a credit card is not provided and the service is canceled within 24 hours the customer must pay the cancelation fee via an invoice within 7 days
E. Shine Home Services reserves the right not to accept a booking at its sole digression.
F. The Customer must inform office staff at the time of booking if they have special requirements related to allergies or issues with specific cleaning products and other arrangements can be made prior to the service taking place
8. Payment Terms
A. The Customer agrees to pay the total final price of services completed by Shine Home Services in full at the completion of the service, unless otherwise agreed in advance.
B. If no payment has been made by the completed Service Time, Shine Home Services will use reasonable endeavors to contact the Customer for payment. In the event that Shine Home Services cannot contact the Customer or payment is not made by the completion of the Service Time and the payment remains overdue for a period of fourteen (14) days the Customer must pay a $10 admin fee per week until the account balance returns to $0. If the customer’s account remains unpaid for a period of four (4) weeks after the service date the account will be forwarded to the collections department and any fees incurred during the collecting will be passed on at cost to the customer.
C.Payments may be made via credit card, bank transfer, credit card or in cash. Payments by bank transfer should be made to the bank details at the bottom of the service invoice.
D. Customer’s payments to a One Off cleaning job must be settled in within one (1) day of the service. If cash, credit card payment or bank deposit receipt is not received on the day, The clause in 8.B will apply, Shine Home Services have the right to send the customers file to a debt collecting agency.
E. If cleaner /s have been at the property and cleaned and then you cancel for whatever reason Shine Home Services will deduct from credit card or forward an invoice for the amount of hours the cleaner/s were
there plus a cancellation fee of $88.00
9. Late Payment Fee
A. Where , Shine Home Services has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 1 day of the invoice date.
B. The Customer agrees that if, Shine Home Services has not received payment in full for the Service within Fourteen (14) of the original invoice date then the Customer must pay a $10 admin fee per week until the account balance returns to $0. If the customer’s account remains unpaid for a period of four (4) weeks after the service date the account will be forwarded to the collections department and any fees incurred during the collecting will be passed on at cost to the customer.
C. In addition to the amounts set out above, the Customer agrees to indemnify Shine Home Services for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by, Shine Home Services in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.
D. Shine Home Services reserves the right to report any non-payment to a collection
agency or is not limited to also report non-payment to the Rental Tenancies Authority and or your property agent at its sole discretion and in doing this may affect your credit rating and or ability to seek rental properties in the future.
If a Cleaner fails to attend the Premises within 1 hour of the Service
Time and does not provide the requested Service, Shine Home Services will provide the Customer with either:
A. A full refund of payments made by the Customer; or
B. Offer to reschedule the Service at another time mutually agreed between the Customer and, Shine Home Services
If the Customer is dissatisfied for any reason with the Service provided, they must inform, Shine Home Services within 3 Business Days of completing the Service or Shine Home Services will not guarantee and or rectify the service. Shine Home Services strives to achieve 100% customer satisfaction where reasonably possible in its efforts to provide the Service and will endeavor to resolve a problem quickly and efficiently however, Shine Home Services reserves the right to re- attend up to 7 business days after the complaint has been made, if real estate or management do not allow more than 48 hours for Shine Home Services to attend to the property then no refund will be given. Shine Home Services will only return FREE OF CHARGE to services in which a FULL SERVICE has been completed. The customer holds the sole responsibility of entrance to the property and must provide a detailed list of required rectification points to our cleaners upon their arrival. In addition to the above mentioned it is a requirement that either the managing agent and or the client is present at the property and signs off on the rectification clean once their satisfaction has been met. Any rectification clean is deemed complete if the above mentioned requirements are not adhered to. Shine Home Services may, at its discretion, offer the Customer either of the following options at its sole discretion:
A. A partial refund; B. Re-supply of the Service without charge; C. Such other remedy as deemed appropriate by, Shine Home Services
13. Exclusions and Limitations
A. The only conditions and warranties which are binding on, Shine Home Services in respect the state, quality or condition of goods and services supplied by, Shine Home Services to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
B. To the extent permitted by statute, the liability, if any, of, Shine Home Services is, at , Shine Home Services option, limited to and completely discharged by the resupply of the Service. , Shine Home Services is not responsible for:
Not completing or providing the Service as a result of a breach of our Customer Service Agreement by the Customer (including a failure by the Customer to provide proper materials, cleaning equipment, utility services, a safe working environment or unencumbered access to the Premises); or
- Any damages caused by defective cleaning materials or cleaning equipment provided by the Customer; - Not completing or providing the Service as a result of the cleaner not proceeding for health and safety reasons. - Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of , Astro Cleaning Services; - Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; - Existing dirt, wear, damage or stains that cannot be completely cleaned or removed; - Any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed; - Any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or - The cost of any key replacement or locksmith fees, unless keys were lost by, Shine Home Services staff members. - Except as provided in this clause, all conditions and warranties implied by law in respect of
the state, quality or condition of the Service which may apart from this clause be binding on, Shine Home Services are excluded. - The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since Premises was last cleaned, and the nature of cleaning required), and that Shine Home Services gives no guarantee as to the actual results certain marks and/or stains.
14. Exclusions and Limitations The Customer indemnifies, Shine Home Services against:
A. All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause.
B. All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by , Shine Home Services in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).
15. Accidents, Breakage, Damage & Theft
A. The Customer must inform, Shine Home Services of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 48 hours of completion of the Service and or contact the local authorities if needed.
B. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to, Shine Home Services within 48 hours of completion of the Service.
16. Cancellation Fees
A cancellation fee of $65.00 will apply if you decide you do not want
the service for any reason within 24 hours of the service due to occur.
During the 19th of December 2015 until the 14th of January any service that is cancelled or rescheduled after the service is confirmed will incur a $65.00 cancelation fee
A. The Customer must provide, Shine Home Services with at least 24 hours’ notice prior to the Service Time, if they wish to suspend, postpone, alter or cancel the Service for any reason.
B. In the event that such notice has been given, Shine Home Services will endeavor to reschedule the Service if required.
C. In the event that the Customer does not provide 24 hours’ notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee equivalent to 3 hours cleaning (inclusive of GST) for administrative costs and loss. This may be charged at. Shine Home Services Sole discretion.
D. Shine Home Services will send out a confirmation reminder email regarding the service on the Sunday before the service. No other confirmations will be provided unless requested by the customer. Once the service has been confirmed it cannot be canceled within 24 hours without a fee applying
17. Fee for Non-access to Premises
A. In the event that the Customer does not provide unencumbered access to the Premises for , Shine Home Services or its Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to 3 hours cleaning (inclusive of GST) for administrative and travel costs. Collection of keys or key cards to gain access to The Property is permitted but done so at Cleaners discretion and Customers expense.
18. Fix Up/Free Re-Visit Conditions
A. Fix up/Free re-visit only provided to, Shine Home Services B. The Customer is required to attend the property after any service is completed while the
staff are still present to prevent any requirement of a fix up to be necessary and sign the job sheet paperwork provided if satisfied.
C. If the Customer is unable to attend the property after the clean or after conversing with the cleaners, is not satisfied, Shine Home Services will provide a free 2nd visit Fix Up service. The Customer must contact office staff within 3 Business days and always be present during any requested Fix up.
D. If the Customer is unable to attend the Fix up or signs off on, what they later consider to be an unsatisfactory Service, no 3rd visit will be provided free of charge, general Cleaning rates apply.
E. Any other one off jobs where the customer has been present at the completion of work but remains unsatisfied, a supervisor will be sent out to inspect the cleaners work and if deemed unsatisfactory, will provide a free Fix Up. No Fix Up will be provided to one off jobs where the
customer has not inspected at the end of the clean while the cleaners are still present Shine Home Services accepts no third part liability.
F. If the time estimated by office staff at the time of booking is insufficient to complete The Service for any reason, staff will contact the Customer. If the Customer denies the request for increased time, cleaners will complete as much as possible in the time specified and Fix Up services will only be available for rooms where the Service has taken place and no others.
A. This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time.
B. Shine Home Services may terminate this Agreement by providing the Customer with at least 24 hours’ notice prior to the Service Time.
C. Shine Home Services may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of , Shine Home Services, that breach is incapable of remedy.
A. The Customer acknowledges that any information provided by the Customer may be used by , Shine Home Services for the purpose of providing the Service. , Shine Home Services agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
B. the Customer agrees to, Shine Home Services communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.
C., Shine Home Services will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
21. Changes to this Agreement
A. Shine Home Services reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.
B. The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.
22. Law & Jurisdiction
A. The Customer and, Shine Home Services acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of New South Wales and both agree to submit to the exclusive jurisdiction of the courts of New South Wales in the event of any dispute.
A. The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.
The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, and publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of, Shine Home Services
Shine Home Services holds no responsibility for the loss, Damages, or any injury incurred as a result of the customer being at the site. If Shine Home Services deems the address where work is being carried out to be unsafe, slippery, and or incomplete until such work has been completed and or signed off by the staff in attendance. Customers have the right to inspect the property after such time that all work has been completed and is deemed to be safe by , Shine Home Services at our convenience. Shine Home Services has the right to report non-payment of services to either the Police or a credit reporting agency as it sees fit. , Shine Home Services has the right at any point to review its customer Service agreement and make changes where it sees fit.
We accept these forms of payment: - Cash on the day of cleaning prior to staff starting exiting - Direct deposit up to 1 day after the service - Credit Card within 1 day after the service
- 7 day accounts for personal accounts upon authorization from management and the following must be met • Must have 10 consecutive services completed • Must have no late payments within the 10 services
• Must make payment before the due date • Must be in good standing with Shine Home Services - 14 day accounts and all other payment methods for corporate customers only.
A non-refundable deposit is to be paid prior to all bond cleans. Or full payment of the quote provided.
27. Bond Cleans
A. Shine Home Services does not guarantee that you will receive all or part of your bond back after a bond/end of lease/exit clean.
B. If required we are able to speak to landlord/real estate on your behalf to inform them of the work performed.
C. Premises must be vacated of all furniture prior to the bond clean commencing