Terms of service.

PLUSH PROPERTY MANAGEMENT REGULAR CLEANING - TERMS & CONDITIONS

NOTE: your use of our services constitutes your agreement to be bound by these terms and conditions. Please be aware our terms and conditions are subject to change without notice at our sole discretion. We will however notify you about the new amendments of our terms and conditions by way of notification on our website

www.plushpropertymanagement.com.au.

Periodical review of this page is advised to ensure that you are aware of any changes applicable.

INTERPRETATION: In these terms and conditions, the following words shall have the following meanings.

· "Client" or "You" means any person who purchases services from Plush Property Management

· "We" and “Us” means or an authorised contractor approved by Plush Property Management

· "Services" or "Service" relates to any task the client engages Plush Property Management to complete.

· "Terms and Conditions" means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.

· "Cleaner" or "Cleaners" means any person who performs the service working for Us.

· "Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that of a normal residence.

· "Managing Agent" means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.

· "Property" means the property that is requiring to be cleaned.

· "Reasonable endeavours" means that We have tried our best to make an informed decision with the information that is available to us at that point in time.

GENERAL:

· These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Client and shall prevail over any other documentation or communication from the Client.

· Inappropriate behaviour. We do not tolerate inappropriate behaviour towards Us or our cleaners that harasses, intimidates, threatens, or uses fear (either verbally, written, or physical) by the Client, this includes explicit language, racism, and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour towards any member of staff. We reserve the right to terminate any Services immediately without refund if any of our members of staff feel intimidated, harassed, or abused. The client hereby agrees to forgo their fees paid for any cleaning services.

PRICING:

· We use reasonable endeavours to quote as accurately as possible however at times quotes are subject to change based on Us or the Client identifying additional factors.

Such factors are.

o The property is not as described by the Client. For instance, the property has an additional room such as a bedroom, toilet, living area or study or if applicable additional blinds or different blinds than described.

o the condition of the property is heavily soiled. A heavily soiled room or residence may require extra time or chemicals to clean to ensure the room or residence is up to our Cleaning Standards.

o If any part of the property requires a specialist service to clean the area, including any areas we deem dangerous such as windows at heights or areas that require a specific skill and or equipment to clean.

o Any area within the property including possible contents that fall outside the agreed service as defined within the cleaning schedule.

o the cleaner has incurred additional costs such as parking fees or Property key pickup fees.

o The Client's original requirements are altered. For instance, the Client requires a particular item to be cleaned in addition to their regular service.

· We reserve the right not to clean an item/area within the Property (at no discount price to the Client) if the item may pose a possible risk to the cleaner. For instance, a cracked or broken power point, dangerous light fitting or working at heights. If we encounter this issue, we will notify you.

· It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build up of grime, we will notify you in this instance a particular item is unable to be cleaned/restored.

· If we feel a variation of time is required, WE will contact you to agree on the variation.

· Once the quote variation is agreed, YOU agree to pay applicable charges relating to extra time.

ACCESS:

· It is the Clients responsibility to be always contactable and 1 hour prior to the agreed start of the job (unless we have been provided keys to your property).

· It is the solely the Clients responsibility to provide a clear access to the Property for our Cleaners, by either leaving a key out, a door unlocked or entry via lockbox.

· If the property is not accessible by key or we are unable to enter at the agreed time, the Client agrees to pay a cancellation fee.

If we are unable to contact you or unable to gain access after waiting 30 minutes, your service will be cancelled and a cancellation fee of 100% of the clean will be charged.

If we can contact you and gain access to the property, please note we will only be available to clean for the remaining time. i.e., in the instance of a 2-hour clean, we are only able to gain access 15 minutes after booked service start time, our team will clean for 1 hour and 45 minutes remaining of the booked time. Please understand we have bookings scheduled in after yours and cannot push back our day for your service.

· A key collection location may be agreed upon with the cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. Charges are calculated in 10Km increments based the shortest route calculated by Google Maps. This will be charged at $40 per 10km increment. (Only applicable where the lockbox or key is not located on the property.

· Our Cleaners require unencumbered and unobstructed access to all areas of the premise that requires the service.

· The Client agrees to allow photographic images to be taken of the Property, before, during and at the end of the service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable. If we wish to use before and after photos for social media purposes, you will be contacted prior for your permission. We will never post photos of your property without your express written or verbal permission.

· Clients are required to provide our Cleaners access to electricity and running water. This is a mandatory requirement for your clean. If the Property does not have these utilities, the Cleaner will do their best without these services, however, quality of clean will be below standard and usual fee will still be charged.

· Before our Cleaners start the cleaning, the Client is required to remove all valuable personal belongings such as ornaments, Knick knacks, etc. prior to the commencement of any service. We Endeavour to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.

CANCELLATIONS / REFUNDS:

· If you cancel your service 48 hours or more prior to your service time, you will not be charged a cancellation fee.

· If you cancel your booking within 24 hours of your service time, you will be charged a cancellation fee of $50.00 unless otherwise discussed prior with Us.

· We hold all rights to cancel the job if we deem the condition of the property is dangerous for the safety, health or well being of our staff or if We are unable to access the property as agreed. Same day cancellation fees will apply.

· We reserve the right to cancel any service if the property is not as described either in condition or size, or due to unexpected circumstances.

*Please note that if for any reason we need to cancel your service or re-schedule you to a different time, which does happen on occasion due to various circumstances, you will not be charged any cancellation fees.

PAYMENT:

· Payments for the services are to be made via Credit Card or Bank Transfer prior to or cash on the day of the service, unless agreed upon with Us prior. We will allow 24 hours grace after the service has taken place for payment to occur. If by the second day after service, we have not received your payment, please do not be offended when we start contacting you. When making payment, please include the invoice number located on your invoice.

· If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing.

· You the Client agree that if We have not received payment in full for the service within the period of 14 calendar days of the original invoice date then a late payment fee of $50.00 applies. Additional Late payment fees will be charged on a fixed rate of 10% per annum calculated daily after the 14 days have passed. If your account remains unpaid after a period of 30 days your account will be directed to our Collection Agency, Collectmore Pty Ltd.

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

· At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the Credit Reference Association (CRA). In doing this your credit rating may be affected.

· YOU understand and acknowledge that any chargeback on a Credit card without the written approval of a recognised regulatory authority or written agreement with US will incur a 25% additional administration fee on the balance owing plus GST and interest pursuant to the provisions in the current act, currently set at 5.5% per annum (calculated daily).

· You understand and acknowledge that any chargeback on a Credit card without the written approval of a recognised regulatory authority or written agreement with US will be referred to our Collection Agent and this may have an impact on your Credit Score.

CLAIMS:

· Under no circumstances refund claims will be considered once the Service has been completed and we have vacated the property.

· The Client must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.

· All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Service, please provide in writing the damage with applicable photos.

· Any damages claims will be subject to proof being provided by either party that the damage was caused during the service.

· The Client should inform US about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS:

· Any complaints must be made in writing and sent to info@plushpropertymanagement.com.au

· Any complaints must be made within 24 hours of the performed Service.

· Complaints must include the Clients name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.

· Complaints must also include what resolution the Client would like.

· The Client acknowledges that they can view our website and follow the complaints procedure.

· The Client acknowledges that if they do not follow our complaints procedure, we have the right to dismiss the complaint and or take no further action at our discretion.

· If you are satisfied with our proposed actions or remedies, we will close the complaint and record the findings for our continuous improvement program.

· If you are not satisfied with our proposed actions or remedies, we will record this and you acknowledge that either party reserve the right to refer the complaint to the relevant federal, state or territory consumer protection agency or legal advisor.

PLUSH PROPERTY MANAGEMENT BOND/END OF LEASE CLEANING - TERMS & CONDITIONS

NOTE : YOUR USE OF OUR SERVICES CONSTITUTES YOUR AGREEMENT TO BE BOUND BY THESE TERMS AND CONDITIONS. PLEASE BE AWARE OUR TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE AT OUR SOLE DISCRETION. WE WILL HOWEVER NOTIFY YOU ABOUT THE NEW AMENDMENTS OF OUR TERMS AND CONDITIONS BY WAY OF NOTIFICATION ON OUR WEBSITE WWW.PLUSHPROPERTYMANAGEMENT.COM.AU. PERIODICAL REVIEW OF THIS PAGE IS ADVISED TO ENSURE THAT YOU ARE AWARE OF ANY CHANGES APPLICABLE.

INTERPRETATION : In these terms and conditions, the following words shall have the following meanings;

· "Client" or "You" means any person who purchases services from Plush Property Management

· "We" and “Us” means Plush Property Management or an authorised contractor approved by Plush Property Management

· "Services" or "Service" relates to any task the client engages Plush Property Management to complete.

· "Terms and Conditions" means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.

· "Cleaner" or "Cleaners" means any person who performs the service working for Us.

· "Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that of a normal residence.

· "Managing Agent" means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.

· "Property" means the property that is requiring a Bond/End of Lease Clean.

· "Bond/End of Lease Cleaning Standards" means cleanliness in the Property that would pass the Managing Agents scrutiny (under governance of the Residential Tenancies and Rooming Act 2008) and release the bond to the Client.

· "Reasonable endeavors" means that We have tried our best to make an informed decision with the information that is available to us at that particular point in time.

GENERAL :

· These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Client and shall prevail over any other documentation or communication from the Client.

· Inappropriate behavior. We do not tolerate inappropriate behavior towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical) by the Client, this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behaviour towards any member of staff. We reserve the right to terminate any Services immediately without refund if any of our members of staff feel intimidated, harassed or abused. The client hereby agrees to forgo their fees paid for any cleaning services.

· Please contact us for a complete list of our Bond/End of Lease cleaning inclusions and exclusions.

PRICING :

· All quotes are estimates only. Quotes are based on the estimates of an average house and room sizes.

· We use reasonable endeavors to quote as accurately as possible however at times quotes are subject to change based on Us or the Client identifying additional factors. Such factors are;

o The condition of the property is heavily soiled. A heavily soiled room or residence may require extra time or chemicals to clean to ensure the room or residence is up to Bond/End of Lease Cleaning Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008

o Any area within the property including possible contents that fall outside the agreed service as defined within the cleaning schedule.

o The cleaner has incurred additional costs such as parking fee’s or Property key pickup fee’s.

o The Client's original requirements are altered. For instance, the Client requires a particular item to be cleaned.

o Removal of rubbish or personal effects.

· It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build up of grime, in these instances, if identified no warranty will apply to these areas or items.

· If a quote variation is required WE will contact you to agree on the variation.

· Once the quote variation is agreed, YOU agree to pay the agreed fee.

· If you do not agree with any quote variation, PLEASE NOTE this may void some areas or all areas of your Bond/End of Lease back guarantee. In such a circumstance we will communicate this in person, via phone or via email.

ACCESS :

· It is the Clients responsibility to be contactable at all times and 1 hour prior to the agreed start of the job. If for any reason we are unable to contact the Client, we will continue the job using reasonable endeavors. Failure to be contacted may result in the job being incomplete and will void any warranty. In this event, if we are required to return to the property a return fee will be applicable based on the number of hours the cleaner is required at the Property.

· It is the solely the Clients responsibility to give access to the Property to the Cleaner.

· If the property is not accessible by key or we are unable to enter at the agreed time, the Client agrees to a $50 per hour non-access fee up to the full amount of the total cost of the job.

· Failure to gain access to the Property may result in an additional $70 cancellation fee or $70 postponement fee, postponements will be subject to availability.

· Our Cleaners require unencumbered and unobstructed access to all areas of the premise that requires the service.

· The Client agrees to allow photographic images to be taken of the Property, before, during and at the end of the service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable. If images are to be used for Social Media Purposes, prior consent will be gained from the Client.

· Clients are required to provide our Cleaners access to electricity and running water. This is a mandatory requirement for a bond clean. If the Property does not have these utilities, the Cleaner will do their best without these services, however the Bond/End of Lease Cleaning Guarantee will not be applicable. In such an event the Cleaner will contact the Client to get advice.

· If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Client will be required to move these items prior to the commencement of the service at the Clients own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Client voids the Bond/End of Lease Cleaning Guarantee for that particular area.

· Before our Cleaners start the cleaning, the Client is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavor to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.

· All rubbish is to be removed from the premise including rubbish that may be in draws cupboards and rooms. We will not be responsible for removal of any rubbish (inside the premise or outside) and will not warrant the Bond/End of Lease Cleaning guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost.

CANCELLATIONS / REFUNDS :

· If you cancel your Bond/End of Lease Cleaning 3 days before the Booked date, you will receive a refund less a $25 administration fee.

· If you cancel your booking within a period of 48 hours before the scheduled booking, then you will be charged a $50 Cancellation or postponement fee. This fee is not transferable but may be used within 3 calendar months of the original booked date at the same address of the original booking, subject to availability.

· If you cancel your booking within 24 hours from the booking date, the Client authorizes the following fees can be charged to the credit card details supplied and kept on file as follows: Job totals of up to $500 will incur a $150 cancellation charge; Job total over $500 will incur a $250 cancellation charge.

· We reserve the right to re-schedule or cancel any Service if the property is not as described either in condition or size, or if unexpected circumstances occur.

PAYMENT :

· Payments for the services are to be made via Credit Card or Bank Transfer prior to the day of the service. Unless agreed upon with management prior, full payment is to be made before the commencement of the clean.

· If you wish to book your bond/end of lease clean and hold a date, as security you must provide valid credit card details and a minimum $50 deposit holding fee applies.

· If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing. Failure to receive remittance advice or payment within our bank account 3 days prior, will result in cancellation of your service and a forfeit of the deposit holding fee if applicable.

· You the Client agree that if we have agreed to payment after service and have not received payment in full for the service within the period of 7 days of the original invoice date then a late payment fee of $50 applies. Additional Late payment fees will be charged on a fixed rate of 10% per annum, calculated and applied daily for any amount remaining outstanding thereafter. After a period of 14 days if the amount remains outstanding, your account will be forwarded to our debt collection agency, Collectmore Pty Ltd.

· At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be effected and or ability to seek rental properties/credit in the future.

· YOU understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with US will incur a 25% additional administration fee on the balance owing plus GST and interest pursuant to the provisions in the current act, currently set at 5.5% per annum(calculated daily).

· You understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with US will be referred to a Recovery Agent and this may have an impact on your Credit Score.

BOND/END OF LEASE RETURN GUARANTEE :

· Our Bond/End of Lease Cleaning Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.

· Our Bond/End of Lease Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond/End of Lease Clean for your bathroom and kitchen area only, but not a complete Bond/End of Lease clean, then Our Guarantee only covers the the areas employed to clean.

· Our Bond.End of Lease guarantee does not include certain items. Please see our Bond Cleaning Inclusions and Exclusions for a complete list of the Service items. For instance, ceilings, house exteriors or deep stains that require a professional third party to clean are not included in the Bond/End of Lease Cleaning Guarantee.

· A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean along with the images.

· We require 24-48 working Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required.

· A re-clean will only address the problems listed in the property manager / agents original report if applicable.

· After a re-clean We will warrant any work for 48 hours. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent within 48 hours, We will consider the re-clean to have addressed any issues under the Bond Cleaning Guarantee and consider the job completed as per our Terms and Conditions.

· Until commencement and finalisation of this Service, these Terms and Conditions still apply (Whether the service is a clean, re-clean or the waiting period between re-cleans and inspections)

· All re-cleans are subjected to these Terms and Conditions.

· All Clients acknowledge that our Bond/End of Lease Return Guarantee is only applicable if you contact us within 7 calendar days of the performed Service. This is due to unknown personnel entering the property as well as dust, dirt and cobwebs settling again after a certain period of time.

· We do not guarantee for natural events occurring over time. Items such as (but not limited to) settled dust, water marks, open windows, doors etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events including all aspects of the Bond/End of Lease Return Guarantee.

· The Bond/End of Lease Return Guarantee is deemed null and void if the property does not remain vacant after our cleaners have cleaned the premise.

· You MUST book your bond clean to be performed once all the furniture is removed, the premise is not inhabited and all the necessary maintenance or other work to the premises has been completed.

· We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone and similar.

CLAIMS :

· Under no circumstances refund claims will be considered once the Service has been completed and We have vacated the property.

· The Client must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.

· The Client acknowledges that the Bond/End of Lease Cleaning guarantee is only for the Bond Cleaning services not any other.

· You agree to waive any right of claim against Us for any incidental costs incurred, including but not limited to, rent payable and or loss of bond/end of lease monies applied arising from the service.

· Any damages claims will be subject to proof being provided by either party that the damage was caused during the service.

· If You require your fridge or freezer to be cleaned, then you are responsible for emptying and defrosting it in advance. Additional costs will may apply.

· The Client should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS :

· Any complaints must be made in writing and sent to info@plushpropertymanagement.com.au

· Any complaints must be made within 24 hours of the performed Service.

· Complaints must include the Clients name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.

· Complaints must also include what resolution the Client would like.

· The Client acknowledges that they have the ability to view our website and follow the complaints procedure.

· The Client acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

· If you are satisfied with our proposed actions or remedies we will close the complaint and record the findings for our continuous improvement program.