Terms & Conditions
2
8
3
5
6
7
Terms of Service
1
By engaging Platinum Care Cleaning’s services, you agree to the following Terms & Conditions.
Access & Preparation
Clients are responsible for ensuring safe and unobstructed access to the property at the scheduled service time.
Valuables & Fragile Items
Clients must secure or remove any fragile, delicate, breakable, valuable, or sentimental items prior to the commencement of the service. This includes, but is not limited to, cash, jewellery, artwork, antiques, and collectibles.
Utilities
The client agrees to provide access to all necessary utilities required to complete the service, including hot and cold water, electricity, and rubbish disposal facilities.
Additional Services & Add-Ons
Any services requested outside of the original quote or booking may incur additional charges. Clients will be advised of any additional costs prior to the commencement of the service.
Results Disclaimer
While we strive to achieve the best possible results, some stains, mould, hard water marks, buildup, deterioration, or general wear and tear may be permanent and cannot always be fully removed.
Right to Refuse Service
Platinum Care Cleaning reserves the right to decline or discontinue services where unsafe working conditions exist, inappropriate or abusive behaviour occurs, or repeated breaches of these Terms & Conditions take place.
Equipment & Cleaning Products
Platinum Care Cleaning supplies its own cleaning products and equipment unless otherwise agreed. If clients request specific products or equipment to be used, they must provide them prior to the service commencement.
Clients must notify Platinum Care Cleaning before the service of any allergies, sensitivities, or reactions to cleaning products.
Pets
Clients are asked to notify Platinum Care Cleaning prior to the service if pets are present at the property. Pets must be safely secured or kept in an area that does not require cleaning during the service.
Heavy Lifting
For safety reasons, cleaners are not required to move heavy furniture or appliances. If cleaning behind or underneath heavy items is requested, the client must move these items prior to the commencement of the service.
Biohazardous Materials
Cleaners are not required to handle bodily fluids, vomit, faeces, blood, mould infestations, hazardous substances, or other biohazardous materials.
Payment Policy
Payment is required in full within seven (7) days of the invoice date unless otherwise agreed in writing.
Late Payments
A late administration fee of $25 per week may apply to overdue invoices until payment is received.
Payment Methods
Payment may be made via cash or direct transfer/direct debit.
Privacy Policy
Information We Collect
We may collect the following information:
Name
Phone number
Email address
Residential or business address
Payment details required for processing transactions
Service preferences and scheduling information
How We Use Your Information
Your information may be used:
To provide, schedule, and manage cleaning services
To communicate regarding bookings, invoices, reminders, or customer support
To improve our services and customer experience
Information Sharing
We do not sell, rent, or trade your personal information to third parties.
Information will only be shared where necessary to provide services or where required by law.
Access to Your Information
Clients may request access to, correction of, or deletion of their personal information at any time by contacting us at info@platinumcarecleaning.com.au.
Damage & Liability
4
Lockout Policy
Complaints & Satisfaction Guarantee
9
Cancellation & Rescheduling Policy
Photography & Videography
Changes to Terms & Conditions
Platinum Care Cleaning takes reasonable care while providing services and maintains appropriate public liability insurance.
Reporting Damage
If you believe damage has occurred during a service, you must notify us within 24 hours of the service completion and provide photographs and a description of the issue where possible.
Assessment of Claims
Legitimate claims arising from negligence may be assessed and resolved through our insurance provider where appropriate.
Exclusions
Platinum Care Cleaning is not responsible for:
Pre-existing damage
General wear and tear
Deterioration caused by age or normal use
Faulty, unstable, or improperly secured fixtures or fittings
Damage resulting from products or equipment supplied by the client
Clients must notify Platinum Care Cleaning prior to the service of any faulty, damaged, unstable, or improperly secured fixtures, fittings, appliances, or surfaces within the property.
We value both our clients’ time and our cleaners’ scheduled working hours.
Clients must ensure access is available at the scheduled service time either by:
Being present at the property, or
Leaving keys/access instructions in a pre-arranged location.
Unable to Access Property
If cleaners are unable to access the property, we will attempt to contact the client.
If entry is provided within 30 minutes of the scheduled arrival time, a $25 waiting fee may apply. Service duration may also need to be shortened to avoid delays to subsequent bookings.
Lockout Fee
If access cannot be provided, a lockout fee of 75% of the scheduled service cost may apply, up to a maximum of $250. This fee compensates for travel time, lost income, and scheduling disruptions.
Platinum Care Cleaning aims to provide a high standard of service on every visit.
If you are dissatisfied with any aspect of your clean, you must notify us within 24 hours of the service completion.
We will endeavour to resolve concerns promptly and may, at our discretion:
Re-supply the service at no additional charge; or
Offer a partial or full refund where appropriate.
We understand that plans can change and aim to be reasonable wherever possible.
Cancellation Fees
Cancellations made more than two (2) business days before the scheduled service will not incur a fee.
Cancellations made between 24 hours and two (2) business days before the scheduled service may incur a cancellation fee of 50% of the booked service cost.
Cancellations made less than 24 hours before the scheduled service may incur a cancellation fee of 100% of the booked service cost.
Rescheduling
Where possible, clients may request to reschedule their appointment instead of cancelling.
If Platinum Care Cleaning can offer a suitable alternative appointment within the same calendar week and the client accepts the new appointment time, cancellation fees may be waived.
If the rescheduled appointment is later cancelled, cancellation fees will apply in accordance with the original booking terms.
Repeated Cancellations
Repeated late cancellations or rescheduling may result in the termination of ongoing services.
To assist with quality assurance, staff training, service documentation, or communication with management, Platinum Care Cleaning may take reasonable photographs during services.
By engaging our services, clients consent to relevant service-related photographs being taken unless they notify us otherwise prior to the service.
Any photographs taken will be used strictly for internal business purposes and handled in accordance with our Privacy Policy.
Security Cameras
Clients may have security cameras installed on their property for general safety and monitoring purposes. We kindly ask that clients inform us prior to the service if cameras or audio recording devices are operating within the property.
Platinum Care Cleaning reserves the right to update or modify these Terms & Conditions at any time without prior notice.
Continued use of our services following any changes constitutes acceptance of the updated Terms & Conditions.