Policy

TERMS & CONDITIONS OF SERVICE

If you book a cleaning service with Crystal Cleaning QLD, you agree to the following Terms of Service. Crystal Cleaning QLD provides cleaning services using professional cleaning contractors. If you have any questions regarding these terms, please email or call us, and we will be happy to explain them in further detail.

LABOUR HOUR

A labour hour is defined as one hour of labour performed by one professional. Therefore, a team of two professionals completing one hour of work equals two labour hours. If you have any questions regarding labour hours or billing procedures, please contact our office before your scheduled cleaning service.
We have a minimum requirement of two labour hours for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from a vehicle.

RATE CHANGES – CLEANING

As a registered NDIS Provider, our cleaning rates are charged per the NDIS Support Catalogue. Rates are subject to change when NDIS Support Catalogue rates are reviewed annually.
Crystal Cleaning QLD reserves the right to re-evaluate job time bookings at any time based on the amount of time required to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible service revisions.

ARRIVAL TIME WINDOWS

Please be aware that we provide an arrival window of 30 minutes to allow us to deal with the unpredictability of traffic, parking, and other factors. An arrival window may look like: 8:00am-8:30am or 1:00pm-1:30pm. If our team happens to be running late to your appointment, we will notify you as soon as possible.

BREAKAGES AND LOSS POLICY

Our cleaning professionals take extra care while servicing your home. If there is a breakage or loss during your cleaning service, notification of such an event must be made to Crystal Cleaning QLD within 24 hours of service via email or phone, providing us with photos and an estimate of the damages. Once we receive the notification, we will try our best to repair or replace the broken, damaged, or lost item. Crystal Cleaning QLD reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.
Crystal Cleaning QLD is not responsible for breakages due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require special attention.

BIO-HAZARDS

Human and animal urine and faeces, medical syringes, mucous, vomit, and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. If a cleaner feels unsafe, we reserve the right to cancel the service.

HOARDING CONDITIONS

If the condition of your property is deemed a cleaning situation that goes beyond our normal cleaning environment, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to the client’s expectations. In the event where cleaning teams refuse service, you will be charged a two-hour minimum fee due to the incorrect description of the job. This fee is in place to cover loss of potential earnings and disruption to the schedule.

PARKING ACCESSIBILITY

We require a place to park close to your front door so your cleaning service is uninterrupted. If cleaners have no choice but to use paid parking, we will ask for your agreement before proceeding and add the cost to your final invoice. Otherwise, we reserve the right to cancel or reschedule service if no parking is available.

ACCESSIBILITY

Please ensure that the cleaning professional has full accessibility to your home during the service. This includes running water, electricity, and the ability to complete their job without interruptions from other service providers. Pets or minors should be monitored to ensure they do not interrupt the service. The full service fee will be applied if the cleaner arrives and is unable to complete the service due to any interruptions. This fee covers the loss of potential earnings and schedule disruptions.

PETS

We reserve the right to cancel or reschedule any services if our professionals feel unsafe due to unsecured pets. We require that any pets be secured at all times during cleaning services. Our teams are instructed not to enter a property if they believe a pet could pose a potential threat. A two-hour minimum charge may be applied if the cleaner cannot enter due to unsecured pets.

ENTRY & LOCKOUTS

If you will not be home to let us in, please provide entry instructions and, if necessary, an alarm code or lockbox code. A two-hour minimum charge will be applied if the cleaner arrives and is unable to access the property. This fee is in place to cover loss of potential earnings and schedule disruptions.

PAYMENTS

Invoices will be sent to Plan Managers the week after services are completed. For Self-Managed Participants, payment is required within three days of the invoice being sent to our nominated bank account, as outlined on the invoice.
Customers whose Job Fees are 30 days or more overdue shall pay a late payment administration fee in addition to the total Job Fee. The late payment administration fee owed on Job Fees 30 days or more overdue will be equal to 10% of the total Job Fee.
Customers agree not to pay Service Providers directly. Any work done in connection to payments made by Customers directly to Service Providers will void all guarantees, and Crystal Cleaning QLD will not be liable for any work performed in connection to the payment made directly to the Service Provider.
If the Customer does not pay Crystal Cleaning QLD the Job Fee plus the 10% late payment administration fee within 90 days from the date of the Job, then Crystal Cleaning QLD will engage a debt collector, and the Customer shall pay for the debt collection fees in addition to the Job Fee and the late payment administration fee owed.
Invoices will be sent to Plan Managers the week after services are completed. For Self-Managed Participants, payment is required within three days of the invoice being sent to our nominated bank account, as outlined on the invoice.

SAFETY

Due to safety concerns, our cleaners do not move or lift heavy items nor clean high-reach areas (more than a one-step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

PUBLIC HOLIDAYS

Our office is closed on Queensland public holidays. However, our cleaning professionals may choose to continue working on these days. If your cleaner is taking time off, we will contact you to reschedule your service. If you have a scheduled cleaning during a public holiday and need support, please email us or leave a voicemail, and we will get back to you on the next business day.

WEATHER & UNPREDICTABLE EVENTS

We reserve the right to cancel or reschedule jobs in the event of severe weather, car accidents, health emergencies, or other unforeseen circumstances. We are not liable for any outcome in these events.

RIGHT TO REFUSE SERVICE

• The condition of the property is not as described by the client.
• The job requested is not as described by the client.
• Cleaners feel threatened, unsafe, or uncomfortable for any reason.
• The request cannot be completed within the agreed-upon timeframe.
• Invoices are unpaid due to lack of funding.