Terms & Conditions
Terms and Conditions
Pricing: Most of our prices are available online. If you are unsure, please contact us for a free quote. The prices are based on standard cleaning requirements. Clean Break reserves the right to reassess pricing if heavy duty cleans resulting in extra hours over and above those allocated are required. These requirements will be discussed with the customer prior to commencing the clean. Additional charges over and above those quoted apply for weekends and public holidays.
Payment: Payment is required to be made upfront at the time of booking the clean. Online payment and internet banking payment is available. Credit card payments incur a 3% surcharge.
Cancellations / Lock Outs: A 50% fee for cancellations when given less than 24 hours’ notice of the cancellation. A full refund is given for cancellations made prior to that less any credit card fees occurred. Lockouts incur a 50% cancellation fee. If the power of water is not available on property, we will cancel the job and charge 50% fee for cancellation.
Arrival Time: Cleaning service occurs between 9AM- 4PM. Given that each home that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact arrival/ departure time. If you have ordered online and selected a day and time slot, we will try to book you within that day or time slot but if we are fully booked, we will contact you and work out another suitable day and time window with you.
Cleaning Pros: There will generally be 1 experienced cleaner assigned to your home if 1 to 2 bedroom and 2 experienced cleaners for 3-bedroom houses and above.
Clean Break Guarantee: We are committed to providing highest level of service to our clients. If you find you are not satisfied with any part of the clean please contact must be made on the same day the clean was undertaken and our focus will be to fix the cleaning issue. We are committed to our customer service and never want any issue to go unresolved.
Arrival Day: If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
Access to your home: We will discuss arrangements of how to access your home before your cleaning service.
Parking: Parking is the customer’s responsibility, where parking is not available the costs incurred by parking will be paid by the customer.
Eco Friendly Products: To ensure the best quality of service Clean Break uses Eco Friendly Products where possible. For heavy duty cleans we may need to use standard cleaning products to get the best results.
Getting ready for the cleaning: Don’t “clean” before we arrive but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. We do not move owners’ items so unless put away we will clean around them.
The setting: We request that the house be unoccupied at the time of cleaning. This way we can be the most efficient and give the best rate possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service.
For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visits around that since we wouldn’t be able to run the vacuum cleaner during that time.
Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.
Pets: We love them! But please secure the pets outside the house and ensure it is safe for my teams’ arrival.
Breakage: It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.
- Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).
- We will pay up to $100 per breakage item when the value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
- In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorised. Please save the broken item for our inspection. Breakage must be reported within 5 days of discovery.
Clean Break takes responsibility for our employees and their actions. Our policies are designed to help minimise risks. We will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.