Cleaning Service Terms and Satisfaction Guarantee Policy

At PF Cleaning, your satisfaction is our top priority. We are committed to delivering high-quality cleaning services, and we back this promise with our Satisfaction Guarantee:

Eligibility

-In order to be eligible to the satisfaction guarantee, you agree that our cleaners take pictures/videos before and after performing the service. If you did not allow it, then you are not covered by the Satisfaction Guarantee Policy.

-Hourly Rate Services: Our satisfaction guarantee applies to "Hours Required" services, and flat rates.

If you booked "Hours capped", then it means you have decided the amount of hours yourself. As this renders us unable to provide a correct estimate and actually stay until we finish the job, you are not covered by our satisfaction guarantee.

-Cleaning vs Renovation: Some spots may not be possible to be cleaned, those are referred to as "damaged" areas. Certain stains are not possible to be removed. For example, certain wall stains are not possible to remove, those actually require a painter to fix it. The same thing applies to other areas of your home. Hard water damage to sinks, faucets, shower head and shower screens are another popular example. It may require a renovation, not a cleaner. This satisfaction guarantee doesn't cover renovations, only areas that require cleaning.

Re-clean Policy: If you are unsatisfied with any part of our cleaning service, please contact our support team within 24 hours of the service date and provide photos and videos of the issue. We will review your feedback and arrange a re-clean at no extra charge. It is mandatory to send us media showing clearly that certain areas were missed, as the criteria of good faith is applied to it.

Refund Policy: Refunds are considered only after a re-clean has been attempted and the issue remains unresolved. Refunds will be reviewed on a case-by-case basis and may be partial or full, depending on the circumstances.

Refunds initiated by PF Cleaning: PF Cleaning reserves the right to cancel a booking and issue a refund at our discretion in the following situations; Cleaner Unavailability: If unforeseen circumstances (such as illness, emergencies, car crash, equipment failure) prevent us from providing a cleaner for your booking, and we are unable to reschedule within a reasonable timeframe that you agree with, we will issue you a full refund.

What happens if the customer books the wrong service: If you book a general cleaning of your kitchen, but your kitchen requires a deep cleaning, we will text you asking permission to charge extra to clean your kitchen. If you do not respond in time, we will do what we can with the time we have. please keep in mind that we may not have all the tools and chemicals required in our car if you book the wrong service. You won't be able to claim the satisfaction guarantee for that cleaning if this happens.

Move-out Cleaning: For move-out cleanings, you must contact us within 7 days of service to request a review. If necessary, we will arrange a re-clean to be completed within the same period.

Steam Cleaning Services: Our guarantee does not extend to steam cleaning services unless exceptional circumstances apply. Permanent stains or damage cannot always be rectified with steam cleaning.

Cleaning Service Terms and Conditions

COVID-19 Safety Measures

We adhere strictly to government COVID-19 regulations. Our team will wear masks, gloves, and shoe covers upon request. We ask all clients to maintain social distancing and practice good hygiene.

Contact Information

Business Hours: Monday to Friday, 10:00 AM to 5:00 PM.

Phone: 0483 910 483

Exclusions

The following tasks are not included in our services:

-Moving heavy furniture

-Ceiling cleaning

-Hazardous waste removal (e.g., human/animal waste)

-Adhesive, paint, or concrete stain removal

-Outdoor cleaning, including gardens and driveways
-Inside and outside windows that require a ladder to reach
-Any other area that requires using a ladder to reach. We only clean within arms reach.

Property Access and Keys

Clients may provide keys at their own risk. We recommend using a lockbox or secure location for key handovers. If access is not available upon arrival, additional fees or cancellations may apply.

Pets

Inform us if pets are on the premises. Pets should be secured in areas not requiring cleaning to ensure the safety of both our team and your pets. If the pet is not secured, the cleaner hasn't met the animal before with assistance of the responsible person or even if the pet was introduced to the cleaner before, but now it is barking or showing aggresive behaviour in any other way, someone needs to secure the pet on a separate area, otherwise the cleaning will be canceled and fees will apply. If the pet escapes or anything happens and the pet is able to cause personal or property damage to the cleaning team, the individual that placed the booking will be liable for that. Pet fur removal is not covered by the satisfaction guarantee

Parking

Clients must provide parking within 100 meters of the property. Parking fees incurred by our team will be added to your service bill. The cleaning team won't text you before parking, as they are unable to use their phone while driving. They will park and send you the bill. Lack of parking may result in cancellation and fees. If you book and the cleaners are unable to find a parking spot close to you, you agree to pay their parking ticket. You will receive a receipt either via email or on the "Job Media" folder.

Cancellations

Standard Cancellation: 50% fee for cancellations made 48h before the service arrival window start time. If the booking is 120 aud, you will pay 60 aud cancellation fee.

You may be charged 100% of the service value as a cancellation fee if: You cancelled the booking two hours before the booking start time for the arrival window, the cleaner is turned away by someone that has access to the property, or the access to the property was not granted (for example, there was no one home, keys were not there or any other reason)

COVID or health related Cancellations: Standard fees apply unless the slot can be filled.

Hazard, abuse and other non safe conditions: If the property has seringes, drugs, needles, pipes, blood (human or not), unidentifiable trash, human feces or human urine on inappropriate areas, pet waste on the floor, rodents or pests, or any other object or situation that the cleaner feels that puts them into a health risk, risk for their life or overall safety, you hereby allow them to take a picture, upload that to the job media, and this will be used as evidence to why the job was canceled. You will be charged 100% of the job value as a cancellation fee. The cleaner is instruced to leave your premises immediately, as our insurance doesn't cover working in such conditions. The same applies for situations involving verbal abuse, physical abuse, sexual abuse, bullying, racism, xenophobia, threatening behavior (for example, a person under influence of drugs or alcohol). If the cleaner experiences someone doing drugs or any other illegal activity in the premises, they are instructed to cancel the job and leave immediately, for legal reasons. The same applies if the house structure is severely damaged. (the house has a flooded room, or a room that shows signs of a recent fire, for example).

Safety and Weather Policy

To ensure our team’s safety during extreme heat (35°C or above), air conditioning must be provided. Bookings without prior arrangements for air conditioning may be canceled, with applicable fees. If the AC is not on, you hereby allow the cleaner to turn it on by themselves on arrival. If it is not available, not working, or they can't turn it on, they will text you. If the situation is not fixed, the job will be canceled with applicable fees.

Damages

Clients must report any damage caused during cleaning within 24 hours. Proof (photos) is required. Repairs or replacements will be arranged based on the value and proof of purchase.