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 AND 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 AND 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 AND 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 AND 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 AND 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 AND 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 AND 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 and conditions are repeatedly breached