Terms and Conditions

1. PAYMENT TERMS

• Invoices must be paid within 3 days of being issued.
• Failure to pay may result in paused services and possible debt recovery action.
• Late payments may incur fees to cover administration or legal costs.

2. CANCELLATIONS & RESCHEDULING

• Same-day cancellations (including within 24 hours) require full payment of the scheduled clean.
• No access: If the cleaner cannot enter the property within 15 minutes of arrival, a 50% fee of the clean will be charged.
• Rescheduling with more than 24 hours’ notice is free.

3. NON-PAYMENT

• If payment is not made after reminders, the outstanding amount may be escalated to external debt recovery or taken to VCAT.
• All additional recovery costs may be added to the client’s balance.

4. QUALITY & COMPLAINTS

• If the client is unsatisfied with any part of the clean, a complaint must be made within 24 hours of the service.
• We offer a re-clean of the affected areas only, not full refunds.
• Complaints made after 24 hours cannot be accepted due to natural dust, usage, and environmental factors.

5. ACCESS & SECURITY

• The client must provide safe access to the property (keys, codes, unlocked doors, pets secured, etc.).
• Gleam Genie is not responsible for missed cleans due to incorrect or inaccessible entry.

6. PRICING & ESTIMATES

• Quotes are based on the information provided by the client.
• If the property requires more time due to extra mess, heavy buildup, or additional tasks not originally discussed, the price may be adjusted and the client will be informed.

7. SAFETY & LIMITATIONS

We cannot:

• Move heavy furniture
• Declutter or organise personal items unless agreed
• Clean hazardous substances (mould infestations, blood, animal waste, etc.)
• Work in unsafe environments

If conditions are unsafe, the clean may be stopped and a fee may apply.

8. DAMAGE & BREAKAGE

• We take care during every clean, but small wear-and-tear incidents may occur.
• Any accidental damage must be reported within 24 hours.
• Gleam Genie is not responsible for instability of items that were already loose, unsecured, or damaged prior.

9. REGULAR CLEANING AGREEMENTS

• Weekly, fortnightly, or monthly cleans must follow the payment and cancellation policies above.
• If more than 2 regular payments are missed, services will be paused.

10. PHOTOS & EVIDENCE

Before-and-after photos may be taken for:

• quality control
• proof of completed tasks
• protection against false claims

Photos will never show personal belongings in a recognisable way.

11. TERMINATION OF SERVICES

Gleam Genie may discontinue services if:

• payments are consistently late
• communication becomes abusive
• unsafe conditions exist
• terms & conditions are repeatedly breached