Agreeing to engage in a service with Pristine Klean you accept our full terms and conditions as outlined below.
Bookings & Cancellations
Booking in a clean signifies that you have secured a spot whether it be a one off clean, weekly or fortnightly. Pristine Klean ask that you notify as soon as possible to allow your booking to be filled if you require to cancel. Pristine Klean understands emergencies happen and things come up but it is highly appreciated to inform us as soon as you are aware. In the case that Pristine Klean arrive to a clean where you’re not home and a key or door has not been left unlocked, it will incur of a $50 fee unless opened within 30 minutes.
Payment
Payment is required on the day of service before leaving the premises for first time clients. Regular clients are given 24 hours to make payment however It is asked that they’re made the day of, especially If the clean is on a Friday to avoid delays or having to follow up over the weekend period. Pristine Klean understands that life gets busy and sometimes you may forget which is why a reminder message is sent after 24 hours to make payment and is expected to be paid immediately. Failure to do so and your cleans will be terminated.
Inclusions List
During the quoting/enquiry process an inclusions list is provided to the client to inform them of what we include in our clean and price. Only tasks that are listed in the inclusions list are included in the clean and extra tasks are to be discussed as an additional service.
Treatment of Staff
Pristine Klean treats all clients with respect and it is expected to be reciprocated. Under no circumstance will Pristine Klean tolerate rudeness, threatening, physical, verbal or aggressive behaviour of any kind. If this occurs your clean will be cancelled on the spot as well as all future bookings and full payment for the days the clean is required and will be reported if necessary. We are grateful for our lovely clients that we have never had to consider this however this is in place in case a situation occurs.
Photographs/Social Media
In order to showcase our work Photos/Videos will be taken for before and after comparisons of certain areas to cover ourselves of any false accusations of damage etc as well as to show our capabilities. No personal information such as family photos, pictures or names are displayed as Pristine Klean understand that is extremely private and confidential and respect our client’s privacy. If you do not wish to have photos/videos posted on social media platforms please make it known on the first clean.
Cleaning products and equipment
Here at Pristine Klean we supply all equipment and products as we know that we can achieve high quality results. This also includes for insurance purposes to ensure that we are covered. All houses receive clean and sanitised equipment.
Complaints
Pristine Klean take pride in our work and customer interaction and appreciate feedback. If an event occurs that you believe the clean is not up to a high enough standard, please bring it to our attention. Please remember that mistakes do happen and something may potentially be missed despite our best efforts. If your complaint for example, is a piece of hair found on the floor or a small piece of dust, don’t stress we're humans and after all and we all make mistakes. Refunds will not be provided unless the evidence is substantial. Kindly mention it on our next visit.
Pets
As much as Pristine Klean love pets, its preferred that they are secured away from us to allow us to complete the job to a high standard. Please note Pristine Klean are not responsible for cleaning up any of your pet’s excrements.
Damages
If an item is broken due to our poor mishandling, we will replace or deduct the total from your clean however if this item/object is carelessly placed in a dangerous area or requires us to move it to clean, Pristine Klean take no responsibility in the event of an accidental damage. Photo proof is required within 24 hours of your service if you believe we have broken/damaged an item.