Terms and Conditions

1. DEFINITIONS

1.1 In these Terms of Business, the following definitions are applicable:

• “The Business” refers to Clean Fantastic, Registered ABN: 39306720254.
• “Cleaner” refers to the employee, contractor, or sub-contractor carrying out the cleaning service on behalf of Clean Fantastic.
• “Client” refers to the person or company to whom the cleaning service is supplied by Clean Fantastic.
• “Service” refers to the cleaning services carried out on behalf of Clean Fantastic.
• “Cleaning visit” refers to the visit to the client’s address by the cleaner to carry out the service.

1.2 Unless the context requires otherwise, references to the singular include the plural, and references to the masculine include the feminine and vice versa.

1.3 The headings contained in these Terms and Conditions are for convenience only and do not affect their interpretation.

2. CONTRACT

2.1 These Terms and Conditions constitute a contract between Clean Fantastic and the Client.

2.2 The Client agrees that any use of Clean Fantastic’s cleaning services, including placing a booking for a quote for a cleaning service by phone, email, or website quotation form, constitutes the Client’s acceptance of these Terms and Conditions.

2.3 Unless agreed in writing by the owner of Clean Fantastic, these Terms and Conditions prevail over any other terms put forward by the Client.

2.4 No alternative copies or alterations of these Terms and Conditions are valid unless approved in writing by the owner of Clean Fantastic.

The Customer represents and warrants that:

3.1 It will provide a safe working environment at the premises for the Cleaners to perform the Service.

3.2 The Cleaner will have unencumbered and unobstructed access to those areas of the premises requiring the Service.

3.3 It will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service.

3.4 It will advise the Cleaner prior to the commencement of the Service of any hazards, slippery surfaces, risks, or dangers.

3.5 It is authorized to use the premises and obtain the provision of Service.

3.6 It will secure or remove any fragile, delicate, breakable, or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:

4.1 The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the premises.

4.2 The Cleaner may, either before or during the provision of the Service, cease the provision of the Service if, in the absolute discretion of the Cleaner, there is a risk to health and safety.

If the Customer does not provide unencumbered access to the premises for Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to the minimum charge (inclusive of GST) for administrative and travel costs.

6.1 The Customer agrees to pay the price quoted by Clean Fantastic in full prior to or at the Service Time unless otherwise agreed in advance with Clean Fantastic.

6.2 Payments may be made in cash, by cheque, via bank deposit, or bank transfer.

6.3 If a payment is made by cheque, the Customer guarantees that there are sufficient funds in the cheque account to meet the payment of the cheque. If, for any reason whatsoever, the cheque is not honored, the Customer will meet all additional costs incurred by the company. The minimum charge the Customer will incur for each dishonored cheque will be $40.00.

6.4 Clean Fantastic reserves the right to cancel the Service without notice if no payment is received prior to the scheduled cleaning day.

7.1 Where Clean Fantastic has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full all fees due within 7 days of the invoice date.

7.2 The Customer agrees that if Clean Fantastic has not received payment in full for the Service within one calendar month of the original invoice date, then a late payment fee of $25 applies for the first month. Interest will be charged at a fixed rate of 10% per annum on each day that any amount remains outstanding thereafter.

7.3 If the Customer’s account is outstanding for more than 2 months, Clean Fantastic will call at the premises to collect payment in person, in which case an additional $90 minimum call-out fee will apply.

7.4 Clean Fantastic reserves the right to pass the debt on to a collection agency and refer the Customer’s personal details to credit reporting agencies if the Customer’s account remains overdue past this point. This will incur an additional charge.

7.5 In addition to the amounts set out above, the Customer agrees to indemnify Clean Fantastic for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Clean Fantastic in connection with a demand, action, or other proceeding (including mediation, out-of-court settlement, or any action taken for recovery of debt from the Customer) arising out of a breach of these terms, including the failure by the Customer to pay an amount by the due date.

8.1 If the Customer is dissatisfied for any reason with the Service provided, it must inform Clean Fantastic within 24 hours of completion of the Service. Clean Fantastic strives to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently.

8.2 All complaints must be received in writing by e-mail.

8.3 If the Client is not pleased with the current service, Clean Fantastic asks that the Client notifies them as soon as possible within 24 hours of the finished cleaning service.

8.4 The Client accepts and understands that poor service, damage, or theft must be reported within 24 hours of the service date provided. Failure to do so will entitle the Client to no refunds, compensation, or recovery cleaning as Clean Fantastic will not consider any complaints notified after the period of 24 hours from the finished cleaning service.

9.1 The Customer must inform Clean Fantastic of any incident where an accident, breakage, damage to property, or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.

9.2 To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Clean Fantastic within 24 hours of completion of the Service.

9.3 To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Clean Fantastic under these terms and conditions: cash, jewelry, art, antiques, and items of sentimental value.

10.1 This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time.

10.2 Clean Fantastic may terminate this Agreement by providing the Customer with at least 24 hours’ notice prior to the Service Time.

10.3 Clean Fantastic may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Clean Fantastic, that breach is incapable of remedy.

11.1 The Customer may make a booking either in person, by telephone, email, or on the Clean Fantastic website.

11.2 At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks, or dangers.

11.3 Clean Fantastic provides all quotations at the time of booking.

11.4 Clean Fantastic reserves the right not to accept a booking for any reason

12.1 The actual price payable by the Customer is the quoted price provided by Clean Fantastic.

12.2 Any price quoted by Clean Fantastic is an estimate only based on Clean Fantastic’s experience, without inspection, and based on information provided by the Customer.

12.3 Quotes are valid for a period of 30 days from the date of the quote.

12.4 The quote provided over the telephone or via email through the Clean Fantastic website is based on information provided by the Customer to Clean Fantastic. If the actual work to be performed is different from what has been quoted, the price will vary accordingly.

12.5 The Cleaner may quote extra after inspection if there are extra rooms, areas, or additional services required that Clean Fantastic was not informed of during the quotation process or if the condition of the house, carpet, or upholstery is deemed to be different from the information provided by the Customer.

12.6 The Cleaner will confirm the price with the Customer before work commences.

12.7 When the Cleaner arrives at the premises, they will inspect the areas the Customer has requested to be cleaned.

CARPET CLEANING & UPHOLSTERY CLEANING

13.1.1 The Client must agree to keep children or dependents away from any equipment or hot water being used as part of the cleaning process.

13.1.2 The Client ensures that the environment in which Clean Fantastic is invited to work is safe and free from electrical or structural hazards.

13.1.3 A minimum call-out fee of $150 applies for any type of cleaning for inner metropolitan areas. This covers travel to and from your property regardless of how much or little work (if any) is performed. Outer metropolitan and rural areas more than 50km from Perth city center will have a $150 minimum call-out fee.

13.1.3.1 Any carpet cleaning job in apartment complexes, high-rise buildings, or townhouses where parking is located away from the entry door or where the technician has to use a lift will incur a carpet cleaning service charge starting from $150.00.

13.1.4 Maximum room size applies for advertised or quoted ‘per room’ pricing structures. The maximum room size is 13 square meters and is based on a standard furnished room. Rooms less than 13 square meters will count as 1 standard room. Rooms over 13 square meters but under 26 square meters will count as 2 standard rooms.

13.1.5 Discounting of smaller-than-standard rooms will not occur.

13.1.6 Ordinary rugs will count as a standard room. Special or unique rugs may incur additional costs, and pricing does not include the cleaning of lace or tassels.

13.1.7 Stains are not guaranteed to be removed. Our best effort will be made to remove as many stains as possible, but the result will vary from carpet to carpet and will be dependent on several factors beyond the control of Clean Fantastic.

13.1.8 Reasonable access must be granted to technicians for unloading equipment and in the area that requires cleaning. Areas with general household clutter or permanent fixtures (such as pipes or heavy furnishings) may have to be cleaned around as best as accessible. For avoidance of doubt, equipment may not be able to access narrow areas, beneath low-lying furniture, behind vanity units/plumbing, or within the last centimeter of walls.

13.1.9 One seat means one seating position (i.e., not 1×3 seater lounge), and per seat pricing applies to a standard fixed seat. Loose cushions, pillows, or recliners may incur an additional charge.

13.2.0 All prices are subject to inspection by the technician and subject to change.

13.2.1 24 hours must be allowed before rescheduling or canceling a booking.

13.2.2 A $150 minimum call-out fee will apply if the booking is canceled or rescheduled on arrival or within 1 hour of the booking.

13.2.3 The quote provided over the internet or telephone is based on information provided by the Customer. In the absence of specific room sizes or clearly definable descriptions, the quote will be based on standard room sizes/seating positions. If the actual work to be performed is different from what has been quoted, the price will vary accordingly.

13.2.4 Bodily fluids or excretions, including but not limited to urine, feces, blood, vomit, or otherwise, may incur an additional charge, which will be a minimum of $100 if the problem is considered by us to be extensive, to cover the cost involved with cleaning our equipment in accordance with OH&S safety guidelines.

13.2.5 The Customer agrees to notify the technician performing the work of any bodily substances on or in the carpet or fabric to be cleaned before the commencement of any work.

13.2.6 The Customer agrees to allow up to 90 minutes on either side of the booked time to allow for variances in the technician’s day beyond their control.

13.2.7 Problems that occur as a result of a situation that is not clearly apparent at the beginning of your clean may incur additional costs.

13.2.8 Cleaning chemicals should be considered poisonous and are NOT FOR CONSUMPTION!

13.2.9 Non-standard cleaning will be charged per man-hour in 15-minute blocks or part thereof.

13.3.0 Specialty spot and stain treatment is not a part of the standard cleaning process and is an individual service on its own merits.

13.3.1 While almost any stain can be removed, it may be deemed ‘unfeasible’ to remove a particular stain or mark on the carpet when compared against the cost of replacement.

13.3.2 Some types of stains can only be removed by stripping color from the carpet or oxidizing, which will often remove the original dye and may also weaken carpet fibers. In this event, you agree to waive Clean Fantastic of any claims of damage as this is a normal result for any treatment involving dye stripping.

13.3.3 Clean Fantastic reserves the right to change or cancel the initial quote provided should the Client’s initial requirements and requests change.

13.3.4 If the Client owns a pet dog, cat, or any other hairy pet, an additional fee may be applied to the initial quoted price due to the extensive amount of animal hair that may slow down the cleaning process.

13.3.5 Normal spots and stains are included in the cleaning price. Difficult stain removal is not included in the cleaning price, such as aged cordial, curry, rust stains, urine, etc. If difficult stain removal procedures are required, these will be quoted before work commences. Clean Fantastic does not guarantee stain removal for permanent stains.

13.4.1 Large or heavy furniture will not be moved by our technician. All heavy items must be moved before we arrive to carry out any service around your home. The Customer must provide full access to the cleaning areas. Please note that we will clean around the heavy furniture if this has not been done before we arrive to service your property.

13.5 The area must be pre-vacuumed prior to our arrival or extra charges will apply.

13.6 The Client fully understands that an additional parking charge may apply if parking outside the scheduled property is required to be paid for.

13.7 All carpet and upholstery cleaning orders require a minimum of $150 worth of work to be accepted as a job.

13.8 If the key is required to be collected from an area outside the postal code of the scheduled cleaning service, a $50 key collection fee will be applied to the Client.

13.9 We aren’t responsible for any loose fibers being further damaged. Such loose fibers may occur due to pet claw damage or the age of the carpet. Clean Fantastic is not held responsible for any loose fibers or damage being done to them!

14.1 Clean Fantastic will take all reasonable care to clean tiles and grout without inconvenience to the customer.

14.1.2 Clean Fantastic cannot be held responsible for canceled or delayed cleaning due to unforeseen circumstances, vehicle breakdowns, severe weather, or other causes beyond our control.

14.1.3 Clean Fantastic will endeavor to clean all designated areas on the agreed date or as soon as possible after that date.

14.1.4 Clean Fantastic will not be responsible for the removal of paint, concrete, mortar, or other unusual airborne dirt from tiles and grout.

14.1.5 Clean Fantastic will take all reasonable precautions and care not to damage the tiles, but cannot be held responsible for flaking grout, damage to decaying tiles, unusually brittle or damaged grout, or loose tiles.

14.1.6 Clean Fantastic will not endeavor to clean tiles or grout that we feel are in poor condition or likely to suffer damage from cleaning due to their poor condition generally.

14.1.7 The Customer must make available access to all areas of the property to allow the Cleaner to clean all designated tiles and grout on the notified cleaning day. If access is not available, our operator will clean all accessible areas and charge according to the total time taken.

14.1.8 All tile and grout cleaning services are weather permitting. We do not work in the rain and strong winds, as this would be unsafe for our operators.

14.1.9 In accordance with Health & Safety policies, Clean Fantastic requests that all small children and pets are kept inside the property while our operatives are cleaning. All items of garden furniture, household items, plant pots, and any other obstacles should be away from the cleaning areas to allow reasonable access for our operatives to perform their duties. The said area should also be free from any kind of animal excrement.

14.2.1 In the event of any accident, Clean Fantastic will instruct an insurance assessor to investigate the root cause of the incident. Clean Fantastic will not accept liability for any accident deemed out of Clean Fantastic’s control that has occurred as a result of fittings or tiles already damaged arising from faulty construction, poorly maintained tiles, or grout. The customer will be liable for any repair or out-of-pocket expenses. Clean Fantastic will not accept liability for water damage to the property or items within said property caused as a result of damaged tiles, grout, or fittings causing leakage into the property.

15.1 The Client must agree to keep pets away from any areas being treated for pet stains or odors until the area is fully dry and safe for them to enter.

15.1.2 Clean Fantastic uses specialized products for pet stain and odor removal, which are safe for both pets and humans. However, we advise that the treated areas be avoided until completely dry.

15.1.3 Clean Fantastic cannot guarantee complete odor removal in cases where the contamination has penetrated deep into carpet padding or subflooring. Additional treatments or services may be required at an extra cost.

15.1.4 The Customer must inform the technician of the specific areas affected by pet stains or odors before the commencement of the service.

15.1.5 The Customer agrees that pet-related issues such as urine, feces, or vomit may incur additional charges due to the need for specialized cleaning processes and products.

16.1 No refund claims will be approved once the cleaning service has been completed at the quoted property.

16.2 Refunds will be issued only if the Client has canceled the cleaning visit within the 24-hour notice period prior to the start of the cleaning service and payment has already been received by Clean Fantastic.

16.3 A refund will be issued if a cleaning team does not attend the cleaning visit, for which payment has already been collected by the Business.

17.1 Clean Fantastic shall not be responsible under any circumstances for any loss, damage, delay, costs, or compensation that may be suffered or incurred by the Client arising from or in any way connected with the late arrival of the Clean Fantastic Team at the scheduled service address. The Cleaning Team always tries to be right on time on any visit, but sometimes, due to transport-related problems beyond the company’s control, the Clean Fantastic Team may arrive with a delay.

17.2 Clean Fantastic will not be held responsible under any circumstances for any loss, damage, delay, costs, or compensation that may be suffered or incurred by the Client arising from or in any way connected with:

• Lack of hot water or electricity.
• Third-party entering or present in the Client’s home during the cleaning service.
• Any existing damage in the Client’s property in the form of old stains, burns, spillages, etc., that cannot be cleaned or removed completely by our cleaning detergents or equipment.
• Any damage costs that are $50 or less.

17.3 Clean Fantastic is not held liable under any circumstances for any loss, damages, delay, costs, or compensation that may be suffered or incurred by the Client arising from or in any way connected with Clean Fantastic carrying out the services for the Client if the Client has any outstanding amount that is 14 days or more from the date the payment was due.

17.4 Clean Fantastic records all incoming and outgoing phone conversations for quality control, record keeping, and back referral for any inquiries or investigations that may arise.

18.1 Clean Fantastic and all of its sub-contractors have Public Liability Insurance. The policy will cover any accidental damages reported within 24 hours of the service provided date.

18.2 Clean Fantastic reserves the right to refuse to share any of its confidential company documents.

19.1 There is a $150 cancellation/lockout fee for canceling a visit with less than 24 hours’ notice for all Clients. The same fee applies if the Clean Fantastic Team is unable to gain access to the Client’s home through no fault of Clean Fantastic.

19.2 The Client agrees to pay the full price of the cleaning visit if:

• The Client cancels or changes the date/time within less than 24 hours prior to the scheduled cleaning service.
• The Client fails to provide access to the service premises, preventing the Clean Fantastic Team from carrying out the booked work.
• There is a problem with the Client’s keys and the cleaning team cannot let themselves in. If the keys are provided, they must open all locks without any special efforts or skills required to access the property.

19.3 The Client agrees not to hire any past or present Clean Fantastic cleaners/franchisees, other than through our office, for a period of not less than 24 months from the date that our cleaners last worked for Clean Fantastic, for any purpose whatsoever. In the event that the Client feels they must hire this person in spite of this agreement, our referral fee to the Client is $3000 and is due in full immediately upon employment or use of the employee/past employee, regardless of whether the employment is regular or on a contract basis.

19.4 Physical and/or verbal abuse will not be tolerated against any of our operatives for any reason. If this happens, our operators will immediately leave your property (you will still be billed) and will report abuse of any kind to the authorities.

20.The Customer and Clean Fantastic acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Western Australia, and both agree to submit to the exclusive jurisdiction of the courts of Western Australia in the event of any dispute.

21.SEVERABILITY

The Customer agrees that if any term or provision is held invalid, void, or unenforceable, then that provision will be considered severable, and the remaining terms and provisions shall continue to be binding.

22. PRIVACY POLICY

Clean Fantastic may, on occasion, ask for certain information from you in order to provide you with the best possible service. However, Clean Fantastic will never sell, rent, or lease your personal information to others unless given your permission or required to do so by law.