Frequently Asked Questions / Terms & Conditions.
FAQ
What sets Spotless Spaces apart from other cleaning services? Spotless Spaces is committed to transforming spaces to clear the mind, saving time for you and your family. We strive to provide consistent service by aiming to assign the same cleaner or team to your home regularly.
What are your rates? Our cleaning services are priced per person, per hour. Please fill out the form on our website, and we will send you a tailored quote via email.
Can multiple cleaners attend my booking? While we usually send solo cleaners, you can request a team of two during your enquiry if needed.
Do I need to be home during the cleaning? You are welcome to be home, but we prefer working in empty houses to ensure efficiency. You can also provide access instructions via email.
How can I contact your office regarding my booking? The best way to reach us is via email, especially when our team is onsite and unavailable to take calls.
How can I provide feedback? We value your feedback—please contact us to share your thoughts or suggestions.
What does a general ongoing clean include? It covers tidying, cleaning and wiping surfaces, dusting, vacuuming, mopping, and spot cleaning of glass, with additional tasks like laundry and folding as time allows.
Will I have the same cleaner each time? We aim to provide the same cleaner for each visit, though scheduling conflicts like holidays or illnesses may require substitutions.
Do you offer monthly cleaning schedules? We primarily offer weekly or fortnightly cleans. Monthly cleans can be arranged based on availability.
Do you bring your own cleaning products and equipment? Yes, our cleaners bring their own supplies, including vacuums and mops. If you prefer us to use your products, especially for sensitive surfaces, please let us know.
What cleaning products do you use? We use standard industry products. If you prefer specific products, inform us during booking.
Are your cleaners vaccinated? Most of our team is fully vaccinated, except those with medical exemptions. Please specify if vaccination is a concern for you.
Do you perform background checks on your cleaners? Yes, all our cleaners undergo employment checks, reference checks, and national police checks.
Is your team trained in First Aid? All team members are trained in First Aid and CPR. Certifications can be provided upon request.
What is your cancellation policy? Please inform us via email at least 24 hours in advance to avoid a cancellation fee.
What happens if I cancel on the same day? Same-day cancellations incur a charge for the full appointment due to scheduling challenges.
Are you insured? Yes, our team is covered by Public Liability insurance and workers' compensation.
Do you move furniture when cleaning? We can move small items and clean around larger items that cannot be moved.
Can you remove mould? We offer mould removal services using effective treatments to ensure it does not return.
Can I change my cleaner if they're not the right fit? Yes, if you feel your cleaner isn't the right fit, we will help find a suitable replacement.
Can I use NDIS funding for your cleaning services? Yes, NDIS participants can use their funds for our services. Let us know at booking.
Do I need a specific home care provider to use your services? No specific provider is required. We work with most providers in Southeast Queensland and Northern NSW.
Can I use Veterans Affairs support for your services? Yes, we support DVA claims and can facilitate cleaning services under this funding.
For any further inquiries or specific requests, please reach out to us directly. We are here to assist and ensure that your experience with Spotless Spaces is nothing short of excellent.
Terms & Conditions:
Terms of Agreement
By engaging the services of Spotless Spaces, you are agreeing to the following Terms and Conditions. Please review this agreement carefully, as using our cleaning services constitutes acceptance of these terms.
Cancellation Policy: Once you’ve scheduled an appointment with Spotless Spaces, we reserve that time exclusively for you. Cancellations made less than 24 hours before your appointment time will incur a charge of 100% of the agreed rate. If you can provide proof of a positive COVID-19 PCR test result, this fee may be waived in line with government guidelines. Please provide as much notice as possible if you need to cancel, preferably at least 48 hours in advance, to help us reschedule your appointment, subject to availability.
Cleaning Services: The services provided will be as agreed upon at the time of booking. Our cancellation policy applies if access to the property is not granted within 15 minutes of the cleaner’s arrival. Unless otherwise agreed, all necessary cleaning products and equipment will be provided by Spotless Spaces. Our staff reserve the right to terminate services at any time if safety issues arise.
Vaccinations and Privacy: While 99% of our team are fully vaccinated, we do have staff members with medical exemptions. If you require a fully vaccinated cleaner, please specify this at the time of booking. We may occasionally take photos or videos of our work for promotional purposes, ensuring no sensitive or personal content is shown. You may opt out of this by informing us in advance.
Client Responsibilities: It is the client's responsibility to provide a safe working environment and to notify our team of any hazards or delicate items that should not be moved or cleaned with standard products. Clients must also provide access to necessary utilities like water and electricity and ensure that parking is available. If paid parking is required, this cost will be included in your pricing.
Payment Terms: Payment is due upon completion of service. We accept credit card payments, which incur a processing surcharge. A 50% non-refundable deposit is required for Spring Clean, End of Lease, or Move Out Clean services. Regular and casual cleaning prices are quoted for one cleaner; if a team is used, the time billed will be adjusted accordingly.
Liability and Insurance: Spotless Spaces is fully insured with Public Liability insurance and workers' compensation. We are not liable for any damage resulting from moving furniture at the client's request or for the loss or misplacement of keys. Clients are responsible for securing or removing fragile items and valuables.
Service Quality: If you are dissatisfied with any aspect of our service, please notify us within 24 hours of service completion, and we will re-clean the areas of concern at no extra cost. Our goal is to ensure your complete satisfaction with every clean.
Legal and Contractual: Engaging Spotless Spaces' cleaners directly without our consent can lead to additional fees due to the resources invested in hiring and training them. Any changes to the scope of services must be discussed with our bookings team and agreed upon before the commencement of service.
Complaints and Adjustments: Any complaints or notices of damage must be reported within 12 hours of service completion. If conditions at an End of Lease Clean are different from those expected, or if additional cleaning time is required but not approved, Spotless Spaces will not be held liable for any bond withheld.
Satisfaction Guarantee: Spotless Spaces stands by a satisfaction guarantee. If our cleaning does not meet your expectations, inform us within 24 hours, and we will address the issues without additional charge.
For further inquiries or specific requests, please reach out to Spotless Spaces directly. We are committed to providing you with the highest quality of service and ensuring your home meets the "Spotless Spaces" standard of cleanliness.
This revision of the Terms of Agreement for Spotless Spaces is designed to clearly outline the policies and expectations for both the service provider and the client, ensuring a transparent and trustworthy business relationship.
Payment Terms & Gift Cards:
Pre-Approval Form for Payment: At Spotless Spaces, we aim to streamline your experience and enhance your mental freedom by minimizing administrative hassle. After your initial service, you can say goodbye to post-service invoicing. Simply complete the pre-approval form from Pinch Payments (sent to you via email before your service) and choose your preferred payment method. We'll handle the payment automatically once the service is completed, letting you relax and enjoy your freshly cleaned space.
Gift Card/Voucher Terms and Conditions:
Applicability: These terms ensure seamless service use, applying as if the gift voucher recipient were the original purchaser.
Entitlements: Each gift card is valid for:
A single General Clean session at one premise.
The number of cleaner working hours specified on the Gift Card.
Use within three years from the date of issue.
Flexibility: At the recipient's request, the value of the gift card can also be applied towards:
A Move In Clean;
A Spring Clean;
An End of Lease Clean.
Should the chosen service exceed the gift card value, we will invoice the difference, with details and pricing available on our services page.
Redemption: Gift Cards must be redeemed by contacting Spotless Spaces directly via call or email to schedule a service.
Transferability: Gift Cards are transferrable until redeemed, allowing recipients to pass on the gift of a clean home to others if desired.
Terms of Service: All services redeemed through this gift card are provided under the general terms of business as published on the Spotless Spaces website.
Changes to Terms: Spotless Spaces reserves the right to modify these terms and conditions at any time without prior notice. Such changes become effective immediately upon publication on our website.