All cleaning products and equipment required to service your property are provided by Polished Gem Cleaning, unless otherwise requested by the customer upon booking.

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Customer Responsibilities:

• The customer will provide a safe working environment for the cleaner to perform the service.

• The customer will leave access unobstructed to those areas of the property requiring the service.

• The customer will provide the cleaner access to all service utilities, including hot and cold water, electricity and rubbish bins, as required to complete the service.

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Exclusions

The following areas are excluded from all bookings and are not completed at all by Polished Gem Cleaning: Moving of heavy/large items of furniture, grout cleaning of floors, ceilings, in between the glass sheets on ovens, rubbish removal, human/animal waste removal, stained silicone, removal and cleaning of any adhesives, paint removal, air conditioning filters, removal of fly wire screens, curtains, high pressure cleaning, concrete stains, garages, outside of the property – including gardens, pools, BBQ’s and pest control.

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Fair Go Policy

Our Fair Go policy states that on the rare occasions that our estimates are incorrect, we will clean for up to 30 minutes longer than the given estimated time, however, if a property requires more time and work than that, we will get in touch ASAP to discuss possible options. We will always get in touch with you prior to making any changes to your service and confirm any extra charges before proceeding.

If a service is requested outside of the original quote (e.g., addition of an oven) you will be informed of any extra cost before work commences.

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End of Lease Clean Deposit & Guarantee

• A 50% deposit is required at time of booking for an End of Lease Clean. Deposit payments can be either made by cash or direct deposit, with the balance to be paid on completion of the clean.

• End of Lease Customers have up to 7 days to contact our team with any concerns. A review will then take place and if required we will offer a re-clean ASAP to be completed no later than 7 days after your service.

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Pets

If you do have pets, please ensure they are either taken away from the home during the service, or safely kept in a room/area that does not require cleaning to avoid service disruption.

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Late cancellation fee

There is a $50.00 cancellation fee for cancellations made less than 24 hours prior to the scheduled service.

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Access to the property

If our cleaning teams cannot gain access to your property, the service will be cancelled, and the late cancellation fee will apply.

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Damage

In the rare instance that damage occurs as a result of our service, please contact our team and provide photos within the required timeframe as advised below:

• All damage claims must be reported to the PCG office within 2 business days of the service, with supporting evidence.

• Any reports submitted after these timeframes will not be reviewed.

• PCG is not liable for pre-existing damage or for damage to valuable or personal items (for example: artworks, antiques or collectibles, personal and financial documents, cash, designer clothing or accessories, jewellery, electronics) if photographic evidence cannot confirm that the damage occurred during the service and was caused by an PCG cleaner. Additionally, if any other service providers are present during the cleaning, Polished Gem Cleaning will not take responsibility for any damages.

• If the damage is found to be due to the fault or negligence of our team, we will first attempt to arrange a repair. For small repairs under $200, we may book a specialist to attend to the repair directly. However, for unusual damages or larger repairs, we may require the customer to obtain at least two quotes for the repair or restoration. A third quote may be required if the first two quotes are not similar in price. If a repair is not possible, we will look for a suitable replacement, and proof of purchase will be required. All quotes and proof of purchase must be submitted within 30 days of the complaint being lodged.

• If there is not enough photographic evidence to confirm that the damage was caused by our team, we may not be able to cover the full cost of repair or replacement. Please also note that payment for the service will still be processed while the claim is being reviewed.

By accepting an Polished Gem Cleaning cleaner into your property and allowing the service to begin, you agree to our Damage Terms & Conditions as stated above.

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Payment terms

• The customer agrees to pay in full, within 7 days of the invoice date.

• Payments can be made via cash or direct deposit.

• Payment must be made prior to the next scheduled weekly or fortnightly service if the service is ongoing.

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Complaints

Customers must report dissatisfaction with the service provided, within 24 hours of completion of the service. Polished Gem Cleaning will endeavour to resolve the problem quickly and efficiently. Polished Gem Cleaning may, at its discretion, offer the customer either of the following:

• A partial or full refund; or

• Re-supply of the service without charge

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No Locked in Contract

At Polished Gem Cleaning, we are only as good as our last clean. The customer is not locked into any contracts with regards to regular cleaning services. At any time, the customer feels our services are slipping, they should information Polished Gem Cleaning. Polished Gem Cleaning believe in good communication, so we can do everything in our power to keep the customer happy and relaxed when they walk into their home after a fresh Polished Gem Cleaning service.

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