Master Maids Cleaning Services Terms and Conditions

Effective Date: 04/01/2025

Introduction

These Terms and Conditions govern the provision of cleaning services by Master Maids to you, the client. By engaging our services, you agree to be bound by these terms.

1. Services Provided

• We offer a range of cleaning services, including but not limited to residential cleaning, commercial cleaning, and specialized cleaning tasks.
• Any changes to the service must be agreed by Master Maids prior to the next service. The Client must not request such changes directly from the Cleaner.
• The price quoted by Master Maids is an estimate based on the information provided by the Client. Larger rooms will require extra time; therefore, Master Maids may adjust the quote if property conditions differ from those described or if the Client changes their requirements.
• Should the service exceed the original quote provided by Master Maids, the Client may choose to either pay the additional fee to complete the service or settle the amount quoted without completion of the service.

2. Expectations and Eligibility for Call Back:

• We make every effort to ensure your property or business is cleaned with care, however, we cannot guarantee complete removal of ingrained stains or remarks.
• Please remember that our staff are only human so they may have missed a thing or two. We do provide a call back guarantee (within 24 hours after completion of the cleaning service) if our cleaner has missed any obvious areas.
• Windows: While we make every effort to clean windows to the highest standard, please be aware that windows and glass may not achieve “brand new” appearance after cleaning, but we will do our very best.
• For New Build Cleans, staff will not be expected to spot clean all paint or residue marks on every surface. However, we will strive to do our best to make it look brand new.

3. Payment Terms

• Rates: Our rates are based on the scope of work and will be outlined in the service agreement.
• Payment Schedule: A tax invoice will be sent via email upon completion of the job. Payment must be made within 7 business days from completion of the service.
• Late Payments: A late payment fee of $10.00 will be added to each consecutive day after the 7-business day grace window.

4. Unpaid Services/Outstanding Invoices

If an invoice remains unpaid after the 7-business day grace window, Master Maids
reserves the right to:

• Send the outstanding balance to a debt collection agency.
• Pursue legal action to recover the unpaid amount, including court costs, legal fees, and collection expenses.

The client agrees to bear all additional costs incurred in the collection of unpaid
invoices.

5. Cancellation and Rescheduling

• Cancellation: Clients must provide at least 24 hours’ notice for cancellations. Failure to do so will result in a $50.00 cancellation fee (happy to review this under special circumstances).
• Rescheduling: Clients may reschedule services with at least 24 hours’ notice without penalty.
• If the client is not available at the scheduled time or if no one is home, Master Maids reserve the right to charge the full price for the service (if no notice was given prior to arrival).

6. Client Responsibilities

• Access: Clients must provide access to the property at the scheduled time.
• The client will provide access to all service utilities, including hot and cold water, electricity and rubbish bins, as required to complete the service
• Should the Client require the Cleaner to use their own cleaning products and or cleaning equipment, that all is in working order.
• Prior to the commencement of the service the client will inform Master Maids of any hazards, slippery surfaces, risks or dangers the client is aware of.
• Please ensure that all areas for staff to clean is clear of any objects and furniture. As part of our liability insurance and safety for our staff, they are not permitted to move or lift any objects or furniture.
• Please avoid any excessive clutter to maximise time for our Master Maids to work their magic. We may charge extra if our Master Maids find it time consuming moving or working around excessive clutter.
• Windows: If you have added windows into your cleaning package, please ensure all fly screens have been removed and that there is enough space for our Cleaners to get through.
• Safety: Clients must ensure a safe working environment for our staff. Master Maids will not tolerate any rude and/or disrespectful behaviour. Our staff will leave the premises at any time if they feel unsafe.
• Smoking or vaping is not permitted while our staff are cleaning.

7. We value our staff

At Master Maids, we value and invest in our staff through professional training, fair
wages, and supportive work environment. To maintain the integrity of our business and
ensure consistent service quality, we have established the following policies.

• Clients agree not to solicit, hire, or attempt to engage any of our staff members for private cleaning services outside of Master Maids during their employment without the expressed written consent of Master Maids.
• Our staff are bound by confidentiality agreements and professional work ethics.
• Clients must ensure a safe working environment for our staff. Master Maids will not tolerate any rude and/or disrespectful behaviour.
• Our staff have the right to refuse service and leave the premises if they feel unsafe or disrespected.

8. Pets

• Please be sure to advise our office team if you have any pets so we can allocate a cleaning team who do not have allergies or other problems with animals.
• For the safety of our Cleansers, please also ensure your pets are either taken away from the home during the service or safely kept in a room/area that does not require cleaning.

9. Animal and Human Waste

For health and safety reasons, Master Maids will not be required to clean or remove any vomit, blood, Human or Animal Waste. This will need to be removed prior to the clean.

10. Photos

Master Maids may take before-and-after photos of the cleaned area for quality assurance, training, and promotional purposes – marketing, social media etc. However, we do take your privacy very seriously so no personal or identifying information will be included in any photos shared publicly. Please notify our cleaners prior to the clean if you do not wish to have photos taken.

11. Liability and Damage

Limitation of Liability: Master Maids will take all reasonable care in performing the cleaning services, but we are not liable for any pre-existing damages or wear and tear.

Damage Claims: If damage occurs during cleaning, the client must report it immediately, and a claim must be submitted within 24 hours. We will investigate and determine liability. Claims for damaged property are subject to verification.

12. Parking

Parking must be accessible for our cleaners. You must give sufficient notice if there is no parking available so we can coordinate available parking.

Please note that any parking expenses and metres must be covered by the client. Clients must also provide a parking permit if applicable.

13. Termination

Both parties may terminate the service agreement at least one week prior to the clean. Any outstanding payments must be settled upon termination.

The client must provide this in writing either via email or SMS.

14. Complaints

Complaints must be made within 24 hours of the performed service. We will do our best to resolve your complaint.

If you are not satisfied with our proposed actions or remedies, we will record this and you acknowledge that either party reserve the right to refer the complaint to the relevant federal, state or territory consumer protection agency or legal advisor.

15. Personal Information

Master Maids agrees not to share any information provided by the Client with any third party not directly involved in the provision of the service (unless required to do so by law)

16. Instant Pricing

Please note that our instant pricing may change on inspection. Due to the scope of the work, we may need to review the quote and price accordingly. We will always notify you if we feel the job is going to more than what we quoted.

17. Refund Policy

As per our call back guarantee, we will send our cleaner back to fix the areas they have missed.

Service Not Performed: If the cleaning service was not completed in accordance with the agreed-upon scope of work or was not performed at all.

Significant Issues Not Addressed: If a major issue was overlooked, such as uncleaned or missed areas, and the client has notified us within the acceptable time frame.

Must notify Master Maids of any dissatisfaction with the clean within 24 hours of completion of the service.

18. Weather Conditions

Cleaning services may be delayed, rescheduled, or cancelled due to weather conditions. We will notify clients as soon as possible and arrange a rescheduled appointment at the next available time.

No cancellation fees will be charged for reschedules due to extreme weather.

19. Revisions and Errata

Master Maids reserves the right to update, revise, or modify these Terms and Conditions at any time without prior notice. Any errors, inaccuracies, or omissions in service discerptions, pricing or policies may be corrected at the company’s discretion.

Clients are encouraged to review the most up-to-date Terms and Conditions, which will be made available on the company’s official website or upon request. Continued use of our cleaning services after any updates or revisions constitutes acceptance of the modified Terms and Conditions.

20. Website Disclaimer

The information provided on Master Maid’s website is for general information purposes only. While we strive to keep the information up to date and accurate, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability of the website or the information, products, services, or related graphics contained on the website for any purpose.

21. Governing Law

These Terms and Conditions shall be governed and construed in accordance with the laws of the State of Victoria without regard to its conflict of law principles.

22. Contact Information

For any questions or concerns, please contact us at master_maids@hotmail.com or call 0438 721 187.

By engaging our services, you acknowledge that you have read, understood, and agreed to these terms and conditions. Thank you for choosing Master Maids for your cleaning needs

All Master Maid Cleaners operate as self-employed individuals. While registered with Master Maids, they undergo security checks and are covered by Public Liability Insurance.

By agreeing to our service via Online Quote, phone, SMS, email that is considered a binding and written contract.