TERMS AND CONDITIONS END OF TENANCY CLEANING / SPRING CLEANING / MOVE IN & OUT CLEANING / PROFESSIONAL CLEAN / AFTER PARTY CLEAN
Rise n Clean Professional cleaners reserves the right to amend the initial quotation, should the client’s original requirements change.
1: If collection of keys is required from a location outside the local area, a transport fee will apply.
2: The Client must allow the cleaner access to hot water and power.
3.The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required.
4.All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques
5. In case of a complaint, Rise n Clean Professional Cleaners requires to be notified within 24 hours after completion of the cleaning work.
6. The customer accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Failure to do so will entitle customer to no refunds or recovery cleanings.
7. Rise n Clean Professional Cleaners may require the presence of the customer or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
8. PICTURES OF BEFORE AND AFTER WORK
For first time customers and one-time customers, we take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. If you do not want pictures taken of work areas in your home please notify us when you schedule your cleaning.
Carpet / Upholstery / Rug / Tile and all other Cleaning and Stain Removal – Rise n clean will attempt to improve the appearance of your carpet/upholstery/rug/mattress/tile or other surface / item that has been stained with foreign substances. You acknowledge that the carpet/upholstery/rug/tile or other surface / item in its stained condition is of lessened value. You understand that there exist variations in all fabric and dye composition and that there are instances where stains may not be able to be removed with regular cleaning. Rise N Clean will not be responsible for failing to remove old / permanent stains, or pre-existing conditions that cannot be removed using regular carpet cleaning methods. Rise N Clean is not responsible for invisible pre-existing damage, like open loose seams, invisible cuts, delaminated or warn carpet/tile/furniture/mattress or other surface / item, or chemical reaction to invisible substances which may discolour or bleach, etc. You also understand that it is impossible to test for or predetermine the result of cleaning or stain removal treatment. With full knowledge of the above you authorize Rise N Clean to treat your carpet/upholstery/rugs/tile/ other surface / item in an attempt to remove the soiling and stains. You understand there are variables beyond the control of Rise N Clean and understand that Rise N Clean will not be held liable for damage caused to the carpet as a result of any cleaning or stain removal treatment. Although greatest care is taken when cleaning, Rise N Clean will not be held liable for damage to property. By placing this order you authorize Rise N Clean technicians to proceed with the prescribed treatment.
Urine/Feces/Vomit Odor & Stains – If your carpeting, upholstery, or tile & grout / mattress or other surface / item is currently damaged due to urine deposits and/or feces and/or vomit, you understand that these deposits can be activated by cleaning, releasing odor and staining material. You acknowledge that the carpet, upholstery, rug, mattress, tile & grout or other surface / item in this condition is of severely lessened value. There is no guarantee implied or expressed that all urine/fecal/vomit odor and or stains will be removed, and you agree to hold Rise N Clean harmless for any damage caused to your carpets, rugs, upholstery, mattress, curtain or tile & grout as a result of any cleaning or stain cleaned. You understand there is no way of determining when such results will occur and that the fabric may be previously deteriorated due to such factors as fading, shrinkage, dry-rotting, watermarking, stain removal procedure and may produce adverse results in the surface material when cleaned.
Upholstery Cleaning / Curtain Cleaning / Rugs Cleaning – Backing, lining and other materials and processes used in the manufacture of upholstered items can cause browning, or lose tensile strength when cleaned. Natural fibre curtains may shrink or discolour when cleaned. The onus is on the customer to mention any concerns he or she may have regarding the cleaning of their upholstery / curtains. White cotton, Linen pure wool and other natural fibres used to cover upholstery / curtains requires a dry cleaning. Rise N Clean performs wet and steam cleaning, both of which is not suited for natural fibres. Rise N Clean will not be held responsible for any discoloration or other damage caused to fabric due to insufficient information from the customer placing the order.
Also understand that manufacturers will occasionally mark items with a black or other coloured marker on the backside of the fabric. You understand that this should not be done and it has the potential to bleed through when cleaned. You agree not to hold Rise N Clean responsible for any conditions, either pre-existing or arising from cleaning.
Tile & Grout – Rise N Clean will not be liable for any invisible preexisting conditions including cracked, loose, or broken tile or grout, hair-line cracks between tile & grout, or for hollow pockets under the grout (caused by improper installation) that may result in cracked tile. Also, Rise N Clean will not be held responsible for the removal of pre-existing floor coatings including grout stain, rust or any other stain or efflorescence residue which may appear after cleaning. Also, preexisting wax coatings and certain heavy soiling (due to prolonged absence of sealer) which may have bonded to the tile and/or grout cannot be removed using our standard cleaning process. If applicable, an additional double cleaning may be required and will be charged at an additional cost.
Wooden floor – Rise N Clean will not be liable for any invisible per-existing conditions including loos, cracked, warn, uneven, broken wooden blocks or planks. Should the floor have been untreated for a long period of time and the varnish/polish absorbs into the floor, a second layer will be charged to the customer. Extremely dry wooden or parquet flooring might require 3 -5 layers for which the customer will pay.
Guarantee (***not applicable to rugs as they charged per wash) – Our Company performs the highest quality work and we back it up with our 100% Satisfaction Guarantee on our Supreme clean. If you are not satisfied with any area cleaned, we will re-clean the area once, free of Charge. There after there will be a charge for any further assessment or cleaning of the area. Should any one walk on the wet carpets, the guarantee automatically falls away.
Guarantee does not include urine spots / stains or permanent stains, oil or oil stains, walking on wet carpets, using wet furniture. Due to the characteristics, age, and severity of some stains in carpet / upholstery / mattress / curtain / rug fibers, as well as tile & grout, some stains may be permanent. This includes but is not limited to urine stains, faecal stains, dyes, any food / drink related stains, oil stains, mold stains, cosmetics including nail polish, eye liner, make up, etc, paints, furniture stain, permanent markers, ink and chemicals with bleach or bleaching compounds to include acne ointments, toilet bowl cleaners and others products which may alter or discolour fibres, or tile & grout. Rise N Clean will not accept any liability for alteration or damage to fibers that may result from attempting stain and spot removal or urine eradication.
There are no guarantees for urine / fecal staining, mold or odor removal. Any odor including but not limited to damp, mold, or urine odor has to be disclosed when placing the order. Odor removal may be charged extra depending on the severity of the odor. Also, older carpet or heavily worn carpet may have damage to the dye structure in the carpet fiber contributing to shades in the carpeting that the homeowner may miss-interpret as dirt. Rise N Clean will not be able to remove or improve shading caused by damaged carpet dye structure or crushed pile.
Cancellations – The Client may cancel / reschedule a cleaning visit by giving at least 48 hours’ notice. If the customer cancels within 48 hours or fails to be present Rise N Clean eserves the right to charge a call out fee up to the full value of the original booking and might not allow the customer from scheduling again.
Rug Cleaning – Rugs are charged per wash, as required and advised by our supervisor. All rugs must be measured (in meters or centimeters) and categorized by customer as either Persian, Imported, Wool, Sea grass, Afghan, Kilim, Chobi, Cecil, Mohair Silk, Shaggy, Natural fiber, synthetic or other types in order for the correct quote and treatment advise to be given. The onus is on the customer to correctly categorize their rug and mention any concerns he or she may have regarding the cleaning. Rise N Clean performs wet and steam cleaning, both of which is not suited for all types rugs. Expert Cleaning Services will not be held responsible for any discoloration or other damage caused to fabric due to insufficient information from the customer placing the order. Rise N Clean will not take any responsibility for any Underlying stains, discoloration, damage or other conditions that will not be noticeable; or any pre-existing conditions only apparent after cleaning. Rise N Clean will also not take any responsibility for previously existing conditions on rugs such as tears, stains, discoloring or conditions brought on by neglect or age of rugs.
Moving Furniture: No furniture with Electronic devices will be moved as well as no fragile or Heavy furniture. Please call the office to make arrangements for any heavy or fragile furniture.
Post Construction and Full house Clean:
Please ensures that all contractors are finished on the site : No Contractors can be on site when our team arrive clean.
If our team encounter any contractors on site, they will stop working and a call out fee will be charged for our team to return.
Once the team has cleaned an area, should anyone work in that area or dirty any area again, they must clean it themselves. If our company is required to clean it again, it will result in extra charges and call out fees.
For big cleaning services, Rise N Clean may require a 50% deposit and balance immediately after the job has been completed.
If a client is unhappy with a job and fails to give Rise N Clean access to reclean the area that they are unhappy with within 24hrs of reporting to Rise N Clean, the job performed shall be deemed satisfactory and payment will be due.
If payment is not made within 7 days of being requested upon, then a 10% late penalty fee shall be charged. If payment is not received within a month of date being due, Rise N Clean shall engage their arbitrators to initiate court process.