Term and condition

1. Service Agreement

1.1 Eli’s Cleaning and Lawn Services will verify all cleaners by collecting proof of address, proof of identity, police checks, or equivalent documentation before they begin work.

1.2 These vetting documents are not available for customer viewing due to privacy laws.

1.3 If a regular cleaner is unavailable because of illness or other reasons, Eli’s Cleaning and Lawn Services will attempt to send a suitable replacement.

1.4 All time estimates are provided in total working hours. For example, one cleaner completing a four hour service is equal to two cleaners working for two hours each.

2. Satisfaction Guarantee

We are committed to delivering high-quality cleaning services to our domestic and
commercial clients across Melbourne, Victoria.

Our Guarantee:
If you are not satisfied with any aspect of our cleaning service, please notify us within 24
hours of the service being completed. We will arrange a free re-clean of the affected
area(s) at a mutually convenient time.

How It Works:
- Notification must be made by phone, email, or written message within 24 hours of service
completion.
- The concern must relate to the scope of work agreed upon in your service agreement or
booking.
- We will assess the issue and, where appropriate, return to rectify the problem at no
additional cost.

Exclusions:
This guarantee does not apply to;
- Areas or items not included in the agreed scope of work
- Pre-existing damage, heavy staining, wear and tear, or permanent marks
- Issues caused by client interference, unsafe conditions, or restricted access
- Services where we were instructed to work within time or budget limitations that affected
results
- Complaints raised after 24 hours from completion
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Commercial & Recurring Clients:
For ongoing commercial or regular domestic services, repeated issues will be reviewed
collaboratively to ensure service standards are met. Where necessary, service plans or
staffing may be adjusted to maintain quality.
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No Cash Refunds:
Our Satisfaction Guarantee is limited to are-clean or rectification service only. Cash
refunds are not provided unless required under Australian Consumer Law.

3. Payments and Late Fees

3.1 Payment terms are strictly seven days from the invoice date.

3.2 A late payment fee or interest at a rate of ten percent per annum may be added to overdue accounts.

3.3 Any costs involved in recovering overdue payments, including debt collection fees, legal fees, administration costs, or court fees will be the responsibility of the customer.

4. Cancellations

4.1 Customers must provide at least two business days notice to cancel a scheduled cleaning service.
• Less than two business days notice: 50 percent of the service fee will be charged.
• Less than one full business day notice: 100 percent of the service fee will be charged.

4.2 For ongoing regular services, customers must provide seven days notice to cancel their recurring schedule.
• Failure to give appropriate notice will result in a charge of 50 percent of all booked services within the next seven days.
1.2 These vetting documents are not available for customer viewing due to privacy laws.

1.3 If a regular cleaner is unavailable because of illness or other reasons, Eli’s Cleaning and Lawn Services will attempt to send a suitable replacement.

1.4 All time estimates are provided in total working hours. For example, one cleaner completing a four hour service is equal to two cleaners working for two hours each.

5. Rescheduling and Exemptions

5.1 Customers may request to reschedule a booking. If Eli’s Cleaning and Lawn Services can provide an alternative day or time within the same calendar week and the customer accepts, no cancellation fee will apply.
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5.2 If the rescheduled appointment is later cancelled, the cancellation fee will apply.
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5.3 Cancellation fees may be waived in the case of a verified health emergency. A medical certificate may be requested.

6. Insurance, Damage and Wear and Tear

6.1 All staff are covered by public liability insurance and employer liability insurance.
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6.2 Wear and tear refers to natural ageing or minor deterioration of items through normal use. This includes minor scuff marks, fading, discoloration, fabric fraying, and similar issues. These are not considered damage and are not covered.
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6.3 The company is not responsible for repairs or replacement related to natural wear and tear.

6.4 Damage refers to breakage or deterioration caused by misuse, accidents, or missing care instructions.

6.5 If a customer does not provide special care instructions when required, responsibility for damage falls on the customer.

6.6 Customers should report noticeable wear and tear for documentation purposes.

6.7 The company is not liable for costs arising from normal wear and tear.

7. Supplementary Terms

7.1 Customers agree not to employ cleaners directly or indirectly for up to twelve months after ending their services with Eli’s Cleaning and Lawn Services.

7.2 Customers must ensure cleaners have safe access to the property. If no access is provided and no notice is given, a lock out fee equal to 100 percent of the booked service fee will be charged.

7.3 Cleaners cannot clean delicate, antique, or valuable items requiring specialised care.

7.4 Customers must ensure the environment is safe and disclose any hazards.

7.5 Pets must be restrained or kept away from cleaning areas.
• Customers are fully responsible for their pets.
• If an unrestrained pet poses a safety risk, the cleaner may leave the property and the full service fee will apply.

7.6 Cleaners cannot use ladders or climb to unsafe heights.

7.7 Cleaners may take photos of hazards or damages before starting work.

7.8 Cleaners are not responsible for cleaning vomit or feces unless the booking includes biohazard cleaning.

7.9 If a cleaner loses a customer’s key, they are responsible for the cost of replacing the key only.

7.10 If a key is left outside the property (letterbox, under bin, under pot plant, key lock box), the company is not responsible for loss.

7.11 Cleaners only work the hours that were scheduled unless instructed by Eli’s Cleaning and Lawn Services.

7.12 Customers must reimburse any extra costs caused by their actions or instructions.

7.13 Cleaners are required to take before and after photos for service quality and records.

8. General Information for Customers

8.1 Many customers are not home during cleaning. If the customer does not want to provide a key or door code, they must ensure someone is home at the scheduled time.

8.2 All cleaners are background checked, verified for work rights, and trained in the company’s cleaning standards.

8.3 Operating hours are Monday to Friday, 8:00am to 6:00pm.

8.4 Cleaners bring their own equipment unless the customer has specific product preferences.

8.5 Not all homes require the same amount of time. Cleaners may occasionally stay longer to achieve a quality result.

8.6 If something is damaged during a clean, the company will attempt to repair or replace the item, covered under the company’s insurance.

9. Cancellation Policy Summary

If a schedule conflict occurs, contact Eli’s Cleaning and Lawn Services as soon as possible.
• Two business days notice is appreciated.
• Shorter notice may result in a fee because cleaners must still be paid for reserved bookings.
Full Terms and Conditions are available on request.

10. Satisfaction Guarantee

If expectations are not met, Eli’s Cleaning and Lawn Services will return to fix any issues. Customers must notify the company within 12 hours of the service.

11. Preparing for Your Clean

To help the team clean effectively, please:

• Remove clutter from surfaces.
• Place dirty clothes in the laundry.
• Secure pets away from cleaning areas.
• Leave out clean linens if bed changing is required.
• Ensure all vomit or feces are cleaned before arrival unless biohazard cleaning is booked.

Terms & Conditions of Service