By engaging our services you agree to our terms and conditions as stated below. If you wish to have further clarification on any of these items prior to making a booking with us – just call us. Our terms and conditions may change from time to time so we recommend that you check below to make sure you are aware and accepting of these Terms & Conditions before you engage our services.
A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore a team of 2 professionals completing 1 hours of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures please call the office prior to your scheduled cleaning.
We have a 2 labour hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.
All prices based on the number of bedrooms & bathrooms inside your home are based on time averages based. Most of our cleaning are completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service.
Fresh Breeze will reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the cleaning time will exceed significantly from our maximum time assumption.
Our costumer service guaranteed represents our commitment to you. If you have a concern with our cleaning service you have received, we will work with you to make it right.
Here’s the procedure:
Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm.
If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.
Our cleaning professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your cleaning, notification of such an event must be made to Fresh Breeze within 48 hours of service, by email or phone, provide us with a photo and estimate of the damages. Once Fresh Breeze receives the notification, we will try our best to repair or replace the broken, damaged or lost item.
Fresh Breeze reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with its contractors to settle any damage repair.
Fresh Breeze is not responsible for breakage due to normal wear and tear, deterioration cause by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.
Human and animal urine and feces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe we have the right to cancel the service.
If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to clients expectations. In the event where cleaning teams decide to refuse service, you will be charged a $50 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.
This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time where cleaners have no choice but to use paid parking we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.
All cleaning cancellations/reschedulings must be made 24 hours prior to the cleaning service scheduled date. If a cleaning is within the 24 hour period before the service is to be rendered, the customer may be charged a $50 cancellation fee to cover the cost of disrupted service. Please be aware that cancellations do impact the cleaners potential daily earnings and disrupts their schedule.
Repeated cancellations or offences will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.
Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.
We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that an pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.
If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.
Fresh Breeze is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.
An invoice will be issued as soon as customer book in their cleanings, for first time service we require a full deposit prior cleaning date. We accept Bank Transfer Deposit or Credit or Debit Card only.
We do NOT offer any refund for any pre-paid booking, as we have administrative costings to process your booking and cleaning crew allocated for you.
If you have a cleaning booked with us and you can't have it or attend to it, we can give you a voucher valuated on the cleaning price you have got, this voucher can be used within 6 months from the issued date.
Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas(more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.
Our offices are closed during QLD Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.
We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.
We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include: car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.
We reserve the right to refuse/cancel service for any reason. Reasons may include:
Fresh Breeze Cleaning Services
Gold Coast, QLD
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