Terms and Conditions - Bond Cleaning In Sydney

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 POSTING THEM TO THIS WEBSITE AT BCIC.COM.AU. YOU SHOULD CHECK THIS PAGE FROM TIME TO TIME TO ENSURE THAT YOU ARE AWARE OF ANY CHANGES.

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

“BCIC” means Better Bond Cleaning in your City Pty Ltd and includes an authorised contractor approved by BCIC and may also be referred to as "We"and/or “Us”.

“Bond 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.
"Bond 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 enable release of the bond to the Customer.
"Cleaner/s" means any person who performs the Service provided to you by Us.
"Customer" or "You" means any person who purchases services from BCIC
"Heavily Soiled" means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that generally foundin a 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 Clean.
"Reasonable endeavours" means that We have used reasonable effort and relied on the information that is available to us at that particular point in time.

"Service/s" means any service that the client would like performed from those Services we offer.

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

GENERAL:

These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Customer and shall prevail over any other documentation or communication from the Customer. This is the entire agreement and no other agreement whether verbal or in writing will have any impact on this agreement unless such change is confirmed in writing by Us.

Inappropriate behaviour. We do not tolerate inappropriate behaviour by the Customer towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical), 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. We reserve the right to terminate any Services immediately without refund (subject to the law).

A complete list of our Bond cleaning inclusions and exclusions can be found HERE.

PRICING:

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

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

The Property is not as described by the Customer. 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.
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 Property is up to Bond Cleaning Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008.
A part of the Property requires a specialist service to clean the area. This includes any areas We deem dangerous such as windows at heights or areas that require a specific skill and or equipment to make the area up to Bond Cleaning Standards.
Any area within the Property including possible contents that fall outside the agreed service as defined within the cleaning schedule.

The Cleaner has incurred additional costs such as parking fees or Property key pickup fees.

The Customer's original requirements are altered. For instance, the Customer requires a particular item to be cleaned.
Removal of rubbish or personal effects.

We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) 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. In such an instance the Customer will be notified, and the Customer agrees that the Bond Cleaning Guarantee related to that area or item is void and no such warranty will apply.
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

ACCESS:

It is the Customer’s responsibility to always be contactable especially within the 1st hour to the agreed start of the job. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavours. Failure to be contacted may result in the job being incomplete. 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 Customers responsibility to inform us if parking will be an issue and/or to assist us in finding a suitable place to park no more than 5 minutes’ walk to the Property.
It is the solely the Customers responsibility to give access to the Property to the Cleaner on all occasions and ensure the Property is safe to work in at all times.
If the Property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $50 per hour non-access fee up to the full amount of the total cost of the job, and the Customer agrees this is reasonable given the Cleaner will have forfeited the opportunity to do a clean elsewhere when this clean for You has been booked in.
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 ten (10) kilometreincrements based the shortest route calculated by Google Maps. This will be charged at $40 per ten (10) kilometre increment.
Failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
Our Cleaners require unobstructed access to all areas of the Property that requires the Service.
The Customer 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.
Customers are required to provide our Cleaners access to electricity and running water at all times when the Cleaners are providing the Services or inspecting the Property. This is a mandatory requirement for a Bond Clean. If the Property does not have electricity and running water connected, the Cleaner will do their best without these utilities, however the Bond Cleaning Guarantee will not be applicable. In such an event BCIC will contact the Customer to get further instructions and come to an agreement with the best way to proceed.
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 Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Bond Cleaning Guarantee for that particular area.
Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, 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.

All rubbish is to be removed from the Property 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 Cleaning Guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost

JOB POSTPONMENTS:

A $70 postponement charge will be applied for any Services postponed by the Customer on the due date of the Service.
If a Service is postponed by the Customer, the full monetary amount of that Service will be held as security by Us.

CANCELLATIONS / REFUNDS:

If the Customer cancelstheir Bond Cleaning booking 5 days or more before the booked date, the Customer will receive a refund less a $50 administration fee.
If the Customer cancelstheir booking less than 5 days but more than 24 hours before the booked date, then the Customer will be charged a $ 70 Cancellation or postponement fee. Any funds remaining after deduction of the cancellation or postponement fee are not transferable but may be used within 3 calendar months of the original booked date at the same address of the original booking.
If the Customer cancelstheir booking 24 hours or less from the booking date, the Customer authorises 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.
The Customer agrees these fees are a reasonable contribution towards the loss We and the Cleaners will suffer as a result of the very late cancellation given no other Services could be booked into that time slot to replace the Customer’s booked Services.

We have the right to cancel the job if we deem the condition of the Property to be dangerous for the safety, health or the wellbeing of the Cleaners or if We are unable to access the Property as agreed. Same day cancellation fees will apply.
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.
If the Customer cancelstheir booking after a postponement, a $150 fee will be due, and the Customerconsents to Us deducting this fee from any funds held by Us.

deducting this fee from any funds held by Us.

PAYMENT:

Payments for the Services are to be made via Credit Card or Bank Transfer prior to the day of the Service booking. Unless agreed upon in writing, full payment is to be made before the commencement of the Bond Clean.
If the Customer wishes to book theirBond Clean and hold a date, as security they must provide valid credit card details and pay a $100 booking holding fee.
If the Customer is paying via bank transfer, they must send the remittance details to our office and allow 3 days for bank clearing. Failure to receive remittance advice or payment to our bank account at least 1 day prior, will result in cancellation of the Customer’s booked Services and a cancellation or postponement fee will apply.
The Customer agrees that where we allow payment after the Services are provided, if We have not received payment in full for the Service within the period of one calendar month of the original invoice date then a late payment fee of $50 applies for the first month. Additional late payment fees will be charged on a fixed rate of 10% per annum for each 3 days that any amount remains outstanding thereafter.
In addition to the amounts set out above, the Customer 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 Customer) arising out of a breach of these terms including the failure by the Customer 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), 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.
The Customer consents to Us registering a security interest of our choice on the Personal Property Securities Register should we consider this necessary, and also consent to Us engaging debt collectors to pursue you on our behalf for any outstanding funds. Collection agency fees are payable by the Customer.

BOND RETURN GUARANTEE:

Our Bond 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 Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond Clean but not a carpet clean then Our Guarantee only covers the Bond Clean. Carpets are excluded from our Bond Cleaning Guarantee.
Our Bond Return Guarantee does not include certain items. Please see our Bond Cleaning Inclusions and Exclusions (located HERE) for a complete list of the Service items. For instance, ceilings, garage walls or deep stains that require a professional third party to clean are not included in the Bond Cleaning Guarantee. Also, oven glass cannot be removed by the cleaners due to risk of potential damage/breakage.
A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean.
We require 24-48 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, and subject to the consumer law, We will warrant any work for two days. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent or the Customer within 2 days (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 subject to these Terms and Conditions.
The Customer acknowledges that our Bond Return Guarantee is only applicable if they contact us within 5 days (120 hours) regarding any issues (acting reasonably) together with the Exit Report of the performed Service.
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 Return Guarantee.
The Bond Return Guarantee is deemed null and void if the Property does not remain vacant after our Cleaners have cleaned the Property. The only exception to this clause is if the carpets are cleaned by a qualified carpet cleaner authorised by Us or you have an agreement in writing from Us.
The Customer MUST book theBond Clean to be performed once all the furniture is removed, the Property is no longer inhabited and all the necessary maintenance or other work to the Property 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:

We comply with the Australian Consumer Law in relation to service warranties however, we do not offer refunds for change of mind or any other reason.
We have the right under the Australian Consumer Law to perform a re-clean or an inspection of any work deemed unsatisfactory before the Customer arranges a third party to conduct service. In the event we are not given the opportunity to do the reclean and inspect the Services claimed to be unsatisfactory, we will not be paying for any costs of a third party, again subject only to a directive of an authority in compliance with the consumer law.
The Customer acknowledges that the Bond Cleaning guarantee is only for the Bond Cleaning services not any other. Carpet cleaning and pest control will be warranted by the contractor who provides these services.
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 Services, please provide in writing the damage with applicable photos.
The Customer agrees to waive any right of claim against Us for any incidental or consequential loss or costs incurred, including but not limited to, rent payable and or loss of bond 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, these claims are to be strictly the responsibility of the Cleaner if fault is accepted, and the Cleaner and the Customer agree to exchange details and agree to the Cleaner gaining access to the Property to rectify any agreed on issues. This may include access for quoting of replacement and repair if applicable.
If the Customer requirestheir fridge or freezer to be cleaned, then they are responsible for emptying and defrosting it in advance. Additional costs may apply.
The Customer 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 support@bcic.com.au
Any complaints must be made within 24 hours of the performed Service.
Complaints must include the Customers 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 Customer would like.
The Customer acknowledges that they have the ability to view our website and follow the complaints procedure.
The Customeracknowledges 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.

Online Payment Processing

In the event we choose to use another third-party payment facility service provider, we may provide such other provider for you to pay for any Services from us and you agree to operate in accordance with the terms of that payment gateway or facility.
We will not store any of your financial data such as passwords or credit card numbers on our website or in our systems – if you provide such details to Stripe or any other the third party payment facility service provider, they will be wholly responsible for appropriate storage of your data and you hold us harmless for any loss or damage you may suffer as a direct result of your use of that gateway or facility.
We will use best endeavors to provide a third-party payment facility that is reasonably priced, secure and easy to use however we cannot warrant their services, and we reserve the right to change the third-party payment facility service provider at any time with no notice to you.
If you have an issue with Stripe or any future third-party payment facility, please make contact with us and we may assist where possible to have it resolved.

Use of the Website and Prohibited Activities

You agree not to use the Websiteor any of our social media applications, or in any forum where we are active (or contact any other member of our website) to:

defame, abuse, harass, stalk, threaten or otherwise offend others.
engage in or promote any surveys, contests, pyramid schemes, chain letters, unsolicited e-mailing or spamming.
impersonate or create a profile for any person or entity.
promote, or provide information about, illegal activities or conduct.
promote racism, bigotry, hatred, harassment or any kind of harm against any group or individual.
exploit any person under the age of 18, or to solicit information from anyone under 18; or
solicit money, passwords or personal information from any person.

You also agree not to:

Use any robot, spider, or other device or process to retrieve, index, or in any way reproduce or circumvent the navigational structure or presentation of the Website.
"Frame" or "mirror" any part of the Website without our prior written authorization.
Use code or other devices containing any reference to the Website to direct other persons to any other web page.
except and only to the extent permitted by law, modify, adapt, sublicense, translate, sell, reverse engineer, decipher, decompile or otherwise disassemble any portion of the Website or cause any other person to do so.

Unauthorised framing / linking to the Website is prohibited.
We have no obligation to monitor any User’s engagement with our website, however, we reserve the right at all times to monitor, retain and disclose any information as necessary to satisfy any applicable law, legal requirement, police investigation or governmental request and ensure any User is acting in strict accordance with these Terms of Use and the Privacy Policy.

Intellectual Property

We (or one of our subsidiaries/associates) own and retain all proprietary rights in and relating to the website and any used in our Services. Proprietary rights in and relating to the website and our Services must not be used in any way without our prior written consent.
Subject to our obligations under Privacy Policyyou grant us the right to use, reproduce, publish, store, modify or transmit, in any form or by any means, in whole or part, your content posted on our social media applications or any forum online or in person when speaking about our Services or BCIC in any capacity whether directly or indirectly, and for any purpose. You warrant that you have the right to grant us such rights.
No person may use, reproduce, publish, store, modify or transmit, in any form or by any means, in whole or part, any content posted or transmitted on our website or any social media pages, other than their own content, without our express written permission.
If you believe that any content has been posted or transmitted on the website or any social media pages in violation of your rights, please send us an email via the contact us

Limitation of Liability and Indemnity

You acknowledge that you use this website at your own risk.
You acknowledge that we are not responsible for, and accept no liability in relation to, your use of and conduct in connection with the website in any circumstance.
You agree to indemnify us for any loss, damage, cost or expense that we may suffer or incur as a result of or in connection with your use of or conduct in connection with the website, including any breach by you of the Terms of Use.
To the maximum extent permitted by law, we exclude all implied representations and warranties which, but for the Terms of Use, might apply in relation to your use of the Website. In particular, we do not make any representations or warranties that the Website will be uninterrupted or error free. Nor do we make any representation or warranty about the likelihood of any outcomes of your use of the website or Services.
To the extent that our liability cannot be excluded by law, our maximum liability to you will be limited to the total amount paid by you (if any) for any chargeable Service purchased by you.
In no circumstances will we be liable for any indirect, punitive or consequential loss or damages; loss of income, profits, goodwill, data, contracts, use of money; or loss or damages arising from or in any way connected to business interruption of any type, whether in tort, contract or otherwise.