Terms and Conditions

Thank you for choosing H&C Professional Cleaning Company for your home cleaning needs. We are excited to clean for you and help give you more free time! Our staff is committed to providing you with excellent service!

Here is some information about our service that you may find helpful.

Service guidelines and agreement

Please read through these service guidelines before your first cleaning visit.
Clients of H&C Cleaning signify agreement with our guidelines and procedures through their approval of our
quote and acceptance of our services.

NEW! Healthy Home Policy: Our employees are required to stay home if they have shown signs of flu-like symptoms within 24 hours. Likewise, we request that you reschedule your cleaning visit if anyone in your home is experiencing flu-like symptoms. If possible, please provide at least 24 hours’ notice. We will wear personal protective equipment and practice social distancing while cleaning your home.

Our Team

Your home will be cleaned by our professionally trained cleaning staff. All team members are insured by H&C Cleaning.

Get Ready For Your Cleaning Visit

Leave the cleaning to us! Please don’t clean before we arrive, but it is helpful to put away dishes and pick up items from the floor and surfaces. Tidying your home will allow our team to be more efficient and detailed in their cleaning. It also protects your belongings from being misplaced or damaged during cleaning and vacuuming.

The best setting

The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our tech can work uninterrupted. We recommend that you try to schedule your cleaning on the day when there will be fewer people at home.

Those You Love

We do our best to work safely, but we recommend that children are out of the area where we are cleaning. We may be working with equipment and products that are not safe for them. We love our pets! But please secure any pet who may get over anxious or stressed or be a threat. Please know that we do not clean up after sick pets or clean up any pet accidents.

Client will provide the following

Quality Control

Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving, and you can count on us to address any issues you communicate to us. Our employees take great pride in the work they do and want to be informed when you are disappointed with their service. Please call us at 0405-337-024 to share immediate feedback. In addition to occasional in-home quality checks, you will receive email surveys to rate your experience.

Schedule Changes & Communication

If you have any schedule changes, questions, or comments – we want to hear from you! PLEASE GIVE AT LEAST 48 HOURS NOTICE FOR SCHEDULE CHANGES.

Re-Scheduling: No additional charges if you reschedule within 3 days of your original visit.

Skipped Visits: If your cleaning visits are more than 4 weeks apart due to a skipped visit, there will be an additional 25% added to your next scheduled visit to allow for extra cleaning.

Changing Frequency: Visit frequency can be changed at any time. Rates will be adjusted accordingly. Paused Service: Service can be paused at any time. Additional cleaning fees and rate changes may apply when service is restarted.

Late Notice Fee: If a cleaning appointment is canceled less than 24hrs in advance, a 50% rate of service will be charged based on the rate of your scheduled service.

Pricing

Cleaning fees are subject to change with advanced notice. We do our best to accurately estimate your cleaning, but sometimes it takes more or less time to clean your home. We will notify you in advance if there are any price changes. Periodic price changes will take place as our rates are adjusted to keep up with costs. Additional Services: Please contact us at least 2 days in advance of your cleaning visit, if you would like to add services including sheet changes, refrigerator or stove detail, additional spaces, organization etc. Additional fees may apply.

Payment

Payment is due at the time of service. Payment can be made by bank transfer or credit card. If your account is overdue, cleaning services will be suspended until your account is paid in full. (Late fees may apply.)

Home Entry & Lock Out Policy

Before the first visit, the client will need to provide an entry method for our staff to enter the home. Please select one (or more) of the following: I will provide a KEY BOX, HIDE A KEY, CODE or I WILL LET THEM IN. A $a 50% rate of service fee will be assessed if we are unable to access your home or our entry is delayed on the day of your cleaning- this includes alarm lock outs.
It is helpful to provide our team with a unique alarm code (even if that is not our form of entry) so that if for any reason, the alarm goes off while we are in your home, we are able to disarm your security system without disrupting your day.

Biohazards

Human and animal urine and feces, 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. In any case where the cleaner feels unsafe we have the right to cancel the service.

Breakage or Damage

It’s bound to happen. We hate it when it does and we do our best to prevent it! Here are our breakage and damage policies:
Each incident is reviewed on a case-by-case basis. Please save the broken or damaged item for inspection. Report the breakage or damage as soon as possible after the cleaning, within 48 hours of discovery.

Before we come to clean, please move expensive figurines or glassware, fragile or unstable items to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.

Sometimes breakage occurs when items are unstable or unsecured: pictures not hung securely, top-heavy items with unstable bases, wobbly/ tippy objects. We can not take responsibility for such items.

We will pay up to $100 per broken or damaged item. Value must be verified for any item over $25. In some In some cases we may have the broken or damaged item repaired by a professional restoration company.

Unfair Solicitation Agreement

We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring and training process. By accept the clean from H&C Professional Cleaning before coming to your house you have read and agreed to the term our company stated below: I understand that H&C Professional Cleaning Pty Ltd. Employees are not allowed to engage in work – relationship directly with me for one full year after employment termination.

I understand that I will be charged a $2500 finder’s fee if I hire a Cleaning Tech employed by H&C Professional Cleaning Pty Ltd on an individual basis for private work.

Services We Do Not Offer

Laundry or laundry folding

Cleaning behind glass or solid doors on shelving units or furniture.
Washing exterior windows or washing any interior windows that cannot access and be reached with a two-step ladder.
Due to insurance , cleaning technicians are not permitted to clean anything in high reach areas or not use higher than a two-step ladder. Ceiling fans will be cleaned with a duster or brush if technicians can reach the blades by using a two-step ladder.
Heavy lifting ; our cleaning technicians may not lift anything weighing more than 10kg
Regrettably, we are unable to clean heavily soiled areas or areas with significant disrepair, including rooms or homes with extreme dirt build-up, mold, mildew, peeling paint, or other unsafe conditions. These situations often require specialized cleaning techniques and expertise that fall outside the scope of our standard cleaning services. If your home is in this condition, We can gladly refer you to a reputable company that can provide appropriate services to address your specific cleaning needs.

We are unable to clean extremely cluttered rooms or homes where our cleaning technicians cannot move freely and safely with their tools and supplies. Cluttered spaces can pose safety hazards and prevent us from providing the level of service we aim to deliver.If your home is in this condition, we can recommend you to a company that specializes in decluttering and organizing services.

While we employ effective cleaning supplies and tools, there are cases where hard water or mineral buildup may exceed the capabilities of standard cleaning methods. Stubborn and excessive stains may require specialized cleaning techniques and products to achieve satisfactory results.If you have areas in your home that are affected by severe hard water or mineral stains or buildup, we recommend seeking assistance from a company that specializes in tackling such challenging cleaning situations. They will have the expertise and equipment needed to effectively remove these tough stains.

Our cleaning techs are the VIPs of our company and we are proud to feature them in our materials.

H&C Professional Cleaning Service I take responsibility for employees and their actions. Our policies are designed to help minimize risks and abuse and are not intended to avoid responsibility. H&C will review and unresolved incident to insure the fairest resolution possible. You are a valued customer and we wish to resolve each incident to your satisfaction.

Please do not hesitate to call the office if you need further clarification on any of our policies. Coming into the people’s home and caring for their possessions are personal and emotional tasks and we do it every day with as much care and respect as we can. If we ever fail to meet your expectations, we hope that you’ll communicate with us and allow us to make it right which includes coming back to re clean at no charge to you.

We never want an issue to go unresolved.