Terms and Conditions

Nine Lives Cleaning is a family owned and operated business. We are registered as a sole trader and insured with public liability. insurance.

Scheduling and Rescheduling:

Your property will be cleaned on the scheduled set appointment time and day. Scheduled set appointment times are part of our services.
You will be charged a $50 cancellation fee if you give us less than 24 hours' notice.
Nine Lives Cleaning observes all Victorian Public Holidays.
If going away for a period of time or if you need to pause your service, please let us know as soon in advance as possible. The spot that you have reserved for you can be used for another cleaning if given appropriate notice.

Equipment and supplies:

Nine Lives Cleaning will provide all cleaning equipment and supplies unless agreed upon otherwise.
If you would prefer that we use your equipment, we will be happy to do so. Please note however, that we cannot be held liable for any breakage or damages which result from using your equipment.
Please advise us if any cleaning chemicals give you allergies and if you wish us to refrain from using them.

Accessing Your Property:

Please ensure we have access to your property. Either someone will be home to provide access, a key will be left out or we are provided with a set of keys which we will store in our system safely. If you choose, we can return the key to a place of your choosing, but Nine Lives Cleaning is not responsible for losses due to access arranged through this method.
If you have an alarm system you can either give us the alarm code or turn off the alarm system before our arrival.
Please ensure the property has running water and that electricity is connected. If we are not informed prior to the clean that there is no running water or electricity you will be charged a fee.
For vacate cleans, please ensure rubbish is removed prior to cleaning. It will take our staff longer to clean if rubbish is left around and therefore will result in additional charges for our labour.

Paying for Services:

We accept cash or bank transfers.
Payment is due upon completion as cleaning unless your contract states otherwise. Accounts will be considered overdue if payment is not made within 7 business days and will be assessed a 10% late fee for each day payment is not made. Accounts 90 past due will be sent to collections.
Rate Changes – Nine Lives Cleaning reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform the services in order to meet our customer’s standards and expectations. We monitor the actual cleaning time for the initial one to three months of service and occasionally thereafter. Nine Lives Cleaning will contact the client to discuss possible price or service revisions if the cleaning time differs significantly from the original agreed price.
Please have your home picked up of toys, clothing, dishes, etc., before our arrival unless this is included in the agreed price. We have a timetable we must adhere to in order to provide excellent services to all our clients.

Tipping:

A tip is neither expected nor required. It is completely optional and at your discretion. If you should decide to add a tip with your payment (either via cash or bank transfer), please let us know how much of your payment is designated as a tip. Otherwise, it becomes a credit towards your next payment

In Case of Bad Weather:

Nine Lives Cleaning reserves the right to be closed for business in case of the unlikely event of severe weather conditions.

Protecting Your Valuables:

To avoid accidental breakage, please secure valuables, fragile collectibles, and irreplaceable family heirlooms. We request you place these items in a cabinet or drawer, or you can make a note for us not to touch them.
Nine Lives Cleaning takes great care while cleaning your property, but occasionally accidents do happen. In the event of breakage, we will inform you to determine the best course of action to take for you.
Nine Lives Cleaning is not responsible for breakage due to normal wear and tear, deterioration caused by age or weather, or damage caused by improper assembly, construction or mounting of an item (EX: blinds, pictures, fan blades, light fixtures, etc.)
Customers have 14 days to report damage or broken items. After 14 days the customer assumes responsibility for the broken item.

Preparing Children and Pets:

For safety reasons, please see that children are supervised while we are cleaning your home.
We ask that you secure your pets while we are cleaning your home. Nine Lives Cleaning reserves the right to leave the premises, for the protection of our cleaning technicians, if a pet exhibits aggressive behaviour. Nine Lives Cleaning will not be held responsible for the behaviour of any pet(s) while the cleaning service is being performed.

Scheduling Other Service Providers:

Due to safety and security considerations, please do not schedule other home service providers when we are scheduled to clean if you are not present to supervise them. Nine Lives Cleaning will not let anyone into your property.
Client activities or the activities of other home service providers which result in a request to re-clean an area the team has already cleaned will result in an additional fee.

Protecting Our Cleaning Staff:

Nine Lives Cleaning makes a significant investment in recruiting and training only the most qualified cleaners. In consideration of this opportunity, each cleaning staff member signs a non-compete agreement which prohibits him or her from working directly with our clients. We ask that our clients abide by this same measure. By accepting our service, you agree neither to solicit, directly or indirectly, nor hire any current or former Nine Lives Cleaning staff member who has provided services to your home, without the expressed written consent of Nine Lives Cleaning.
Due to OHS regulations, our staff will not handle any type of animal or human waste, vomit, blood or body waste.
Due to sanitary and hygiene cross-contamination issues, we are unable to clean in areas or homes with live infestations (maggots, fleas, roaches, bedbugs, etc.) until mitigated.

Termination of Service:

Either party may terminate cleaning service with written 48-hour notice. Any payment for above mentioned services owed by the customer shall be due and payable at the time of cancellation. Either party may cancel service at any time for any reason without penalties or additional fees.

Guarantee of Your Satisfaction:

Our work is guaranteed; if you think any area that is in the scope of work is not cleaned to the agreed standard and scope of works, we will re-clean that area to your satisfaction.
Please call within 48 hours of your cleaning and we will return as soon as possible to re-clean the problem area. Request for re-clean lodged after 48 hours will result in a fee. We appreciate the opportunity to make things right in a timely manner.
Our work is subject to the allocated time constraint. Please advise if extra time or tasks are required.
We offer a 100% bond back guarantee. This means everything will be cleaned and passed agent inspection or we will go back and clean it again for free within 48 hours from the time your agent completes the vacate inspection.
Please note if the property has been neglected and or soiled, we may not be able to provide a bond back or satisfaction guarantee.
By accepting and hiring Nine Lives Cleaning you agree to be the party responsible for full payment and communication, upholding this agreement and satisfaction guarantee procedures. Third party involvement is not recognised by Nine Lives Cleaning.

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