Terms and Conditions

Please read these terms carefully before using our professional cleaning services

Professional Service Guarantee
Insured & Protected
Last Updated: March 5, 2025

Welcome to Cleaning Professionals Group. These Terms and Conditions govern your use of our services. By engaging our services, accessing our website, or making a booking, you agree to be bound by these terms. Please read these terms carefully before using our services.

1. Service Agreement

  • Cleaning Professionals Group provides professional cleaning services for residential and commercial properties throughout Melbourne.
  • All services are subject to availability, confirmation, and these Terms and Conditions.
  • We reserve the right to refuse service to anyone for any reason at our sole discretion.
  • Our services are guaranteed subject to our satisfaction guarantee terms outlined below.

2. Booking and Cancellation

  • Bookings must be made through our official channels: website, phone, or email.
  • A 24-hour notice is required for all cancellations.
  • Cancellations made with less than 24 hours' notice will incur a fee of 50% of the service value.
  • Same-day cancellations will incur a fee of 50% of the service value.
  • We reserve the right to cancel or reschedule services with reasonable notice due to unavoidable circumstances.

3. Pricing and Payment

  • All prices are quoted in Australian Dollars and include GST.
  • For new customers or one-off services, we will contact you the next business day after your service to ensure satisfaction before processing payment.
  • For regular services, payment will be processed the day after service.
  • Additional charges may apply for extra services or tasks not included in the original scope.

4. Customer Responsibilities

  • Provide accurate and complete information for service delivery.
  • Ensure safe access to all service locations and areas requiring cleaning.
  • Maintain appropriate indoor temperature (below 35°C) for the health and safety of our cleaning teams.
  • Advise us of any pets on the premises so we can allocate appropriate cleaning staff.

5. Service Provider Conduct

  • Our cleaning professionals will deliver services in a professional and courteous manner.
  • All staff will comply with safety standards and quality protocols.
  • We respect customer privacy and property at all times.
  • Our staff represent Cleaning Professionals Group and will conduct themselves accordingly.

6. Satisfaction Guarantee

  • If you are unsatisfied with your service, you must contact our support team and provide photos within 48 hours of service completion.
  • We will review your concerns and offer a re-clean if appropriate.
  • If we are still unable to meet your expectations after a re-clean, a partial or full refund may be considered depending on the circumstances.

7. Exclusions

The following areas/tasks are excluded from all standard bookings:

  • Moving of heavy/large items of furniture
  • Cleaning between glass sheets on ovens
  • Removal of human/animal waste
  • Cleaning external areas including outside windows, gardens, pools
  • High-pressure cleaning
  • Pest control services

8. Property Access and Keys

  • If you provide keys to our cleaning teams, they will be labeled with minimal identifying information.
  • Any keys provided are done so at your own risk, as our insurance does not cover the loss or misuse of keys.
  • For absent property access, we recommend using a key lockbox or leaving a key in a secure location.

9. Parking

  • Parking must be provided for our cleaning teams.
  • Any parking costs incurred will be added to your service charge.
  • If the parking provided is more than 100 meters from your property, additional charges may apply.

10. Liability and Insurance

  • Cleaning Professionals Group maintains public liability insurance.
  • In the rare instance that damage occurs as a result of our service, please contact our team and provide photos within 48 hours of service completion.
  • For high-value claims, up to three quotes may be required for repair or replacement.

11. Waiting and Access

  • If our cleaning teams cannot gain access to your property, our office will contact you.
  • After contact, our team will wait for up to 15 minutes for you to provide access.
  • If access is not provided within this timeframe, the service may be cancelled with a 50% cancellation fee applied.

12. Photography

  • On occasion, our cleaning teams may need to take photos to document property condition or verify completed work.
  • If you are present, we will request permission before taking any photos.
  • All photos are used strictly for purposes related to your service, and we take your privacy seriously.

13. Team Size

  • We may work in teams of 1-3 cleaners.
  • If you book a certain number of hours (e.g., 1 cleaner for 2 hours), we may send multiple cleaners for a shorter duration (e.g., 2 cleaners for 1 hour) to complete the same amount of work more efficiently.

14. Gender Neutral Policy

  • Cleaning Professionals Group employs people of all genders and firmly believes that a person's gender does not affect their cleaning quality.
  • We ask customers to avoid making gender-specific requests for their services.

15. Phone Call Recording

  • Please be advised that all incoming and outgoing phone calls with Cleaning Professionals Group may be recorded for quality assurance and training purposes.
  • When sensitive information (such as credit card details) needs to be shared during a call, our team will pause recording temporarily to maintain security and confidentiality.

16. Intellectual Property

  • All website content is protected by copyright law.
  • Our trademarks and branding rights are reserved.
  • Unauthorized use of our materials is prohibited.

17. Dispute Resolution

  • We commit to good faith attempts to resolve any disputes.
  • If a dispute arises, we will engage in mediation procedures before any legal action.
  • All matters relating to our services are governed by the laws of Victoria, Australia.

18. COVID-19 Procedures

  • All members of our team will strictly follow government COVID regulations current at the time of your booking.
  • We maintain a strict COVID-Safe plan.
  • Our cleaners carry masks, gloves, and shoe covers, and will wear these if requested by our customers.

19. Changes to Terms

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the updated terms.

20. Contact Information

For questions about these terms or our services, please contact us:

0450 124 086
info@cleaningprofessionals.com.auaccount@cleaningprofessionals.com.au
Melbourne, Victoria 3000
Mon - Fri: 8am - 8pmSat: 9am - 7pmSun: 9am - 8pm

These terms and conditions were last updated on March 5, 2025 and apply to all services provided by Cleaning Professionals Group.

Loading...