The terms and conditions listed below govern your use of this website. You accept to abide by and be bound by these terms and conditions by using this website. If you disagree with these terms and conditions, you are not permitted to use this website and should leave it right away. Viccleanerz cleaning reserves the right to make modifications to this website, including these terms and conditions, at any time and without notice. You accept that the most recent version of these terms will apply to you.

Cancellations & reschedules: Viccleanerz cleaning requires cancellations before 5 p.m. the day before the planned appointment. After 5 PM on the day before the appointment, there will be a $70 cancellation or rescheduling fee for all phone, chat, or email cancellations or changes. If our cleaners are unable to enter the home during the cleaning (due to a customer no-show or lock-out), you could be charged the full cost of the cleaning service you reserved.

Reschedule demands made on the day of your cleaning service may incur a late reschedule fee of up to $70.

Payments: We accept payments made using all popular credit cards. All payments must be received before the cleaning or shortly after our cleaners finish before they leave your home. Late payments may incur a $25 penalty.

Flat Rate Pricing: Although we reserve the right to change the price for fairness if your home is bigger, has a lot of pet hair or is messier than usual, we offer flat rate pricing based on the size of the home.

Viccleanerz Guarantee: All of our work is backed by a guarantee. This includes a free re-cleaning of any places overlooked during the initial cleaning. A claim for recleaning must be submitted within 24 hours following service. A claim cannot be submitted if you were present during the cleaning and authorized the work during the walkaround. A claim may also be denied if an hourly service with a time limit was specified and the cleaners did not have enough time to perform the assignment.

Negative Reviews: Viccleanerz Cleaning requires seven days to address any difficulties and problems before posting bad reviews on any open website. This includes, but is not limited to, Facebook, Google Plus, Yelp, and other sites.

Referrals: Our cleaners are chosen after extensive research is done on their backgrounds and experience. As part of our service agreement, you undertake not to hire any of Viccleanerz cleaning cleaners on your own until you pay our $5000 referral fee. This amount is due in full immediately upon personal engagement of the cleaners, whether for recurring or one-time service.

Moving Heavy Furniture: Viccleanerz Cleaning does not permit its cleaners to move, lift, or carry big objects or furniture out of concern for their safety. If you want us to clean behind major equipment (e.g., stove, refrigerator) or furniture (e.g., couch), please move them before we arrive.

Arrival Times: When you book with us, we retain the right to show up at your house within a 30-minute window. If the booking time is 12:00 PM, for instance, we may show up at any moment between 11:30 AM and 12:30 PM.

INTERPRETATION:

The following terminology in these terms and conditions should have the following meanings:

“Customer” or “You” means any person who purchases services from www.viccleanerz.com.au

“We” means Viccleanerz cleaning or an authorized contractor approved by www.viccleanerz.com.au

“Us” means Viccleanerz cleaning or an authorized contractor approved by www.viccleanerz.com.au

"Services" or "Service" refers to any service requested by the client.

"Terms and Conditions" refers to the terms and conditions of supply set forth on this website and to any other terms to which We have consented in writing.

"Cleaner" or "Cleaners" refers to anyone who performs the service while working with Us.

"Heavily Soiled" refers to the presence of additional filth, dust, or dirt that has been discovered to exist at higher levels than that of a typical home.

"Managing Agent" refers to the representative who oversees the Property's rental operations. Consider the role of a real estate agent.

The property that needs a bond clean is referred to as the "property".

According to the Residential Tenancies and Rooming Act of 2008, "Bond Cleaning Standards" refers to a level of cleanliness in the Property that would permit the Managing Agent to release the bond to the Customer after passing their inspection.

"Reasonable efforts" signifies that We did our best to make an informed judgment given the information available to us at the time.

GENERAL

1. These Terms and Conditions apply to all contracts in which We deliver Services to the Customer. These shall take precedence over all other written or verbal communications from the Customer.
2. Inappropriate conduct. We do not accept inappropriate behavior against Us or our cleaners that harasses, intimidates, threatens, or employs fear (verbally, in writing, or physically) by the Customer. This covers coarse language, racism, and insulting statements. We will take whatever action is required (including legal action) against anyone who engages in threatening or abusive behavior. Any Services may be terminated by us immediately and without notice. The customer and I both agree that we have no such right to a refund.

PRICING

1. All quotes are presented as an estimate. Rates are based on the average house and room size estimations. The quoted price is subject to change based on the actual appraisal of the property during the team's visit.
2. While we make a good faith effort to provide accurate quotations, quotes may vary as a result of information discovered by either the customer or ourselves. Among them are;

2.1 The Property does not match the Customer's description. For example, the Property may have an additional room such as a bedroom, toilet, living space, or study, as well as additional or different blinds than those indicated.

2.2 The property is in poor shape and is extensively soiled. A heavily filthy room or residence may necessitate more time or chemicals to clean in order to meet Bond Cleaning Requirements as stipulated by the Management Agent governed by the Residential Tenancies and Rooming Act of 2008.

2.3 A portion of the Property needs to be cleaned by a professional provider. This includes any areas we feel are risky, such as windows at heights, or areas that require a specific ability and/or equipment to bring the area up to Bond Cleaning standards.

2.4. Any area within the Property, including potential contents, that falls outside of the agreed-upon service stated in the cleaning schedule.

2.5 The cleaner has racked up extra parking fines or key pickup costs.

2.6 The original specifications provided by the Client are modified. For example, the customer requests that a specific item be cleaned.

2.7 Removal of trash or personal items.

1. We reserve the right not to clean an item/area within the Property (at no cost to the Client) if the item could endanger the cleaner. For example, a cracked or broken power outlet, a hazardous light fitting, or operating at heights. The Customer acknowledges that the Bond Cleaning Guarantee for that area or item is null and void and that no such warranty shall be applicable.
2. Some things will wear and tear, and some may not be cleaned owing to long-term or severe exposure or contact with a build-up of filth; in these cases, no guarantee will apply to these regions or items if found.
3. If a custom quote is required, we will contact you to discuss the variation.
4. If the quote variation is agreed upon, YOU agree to pay the variation amount on your provided Credit Card before the variation work begins.
5. If you do not agree with any quote modification, PLEASE NOTICE that this may invalidate some or all of your Bond back guarantee. In such a case, we will notify you in person, by phone, or by email.

ACCESS

1. It is the customer's duty to be reachable at all times and an hour prior to the job's scheduled start time. If we are unable to contact the Client for whatever reason, we will proceed with the cleaning using reasonable efforts. Failure to meet this deadline may result in the job being incomplete and voiding any warranty. If we are forced to return to the Property, a return fee will be assessed based on the number of hours the Cleaner is required for the Property.
2. It is completely the Customer's responsibility to provide Cleaning access to the Property.
3. Assume the Property is not accessible by key or if we cannot enter at the agreed-upon time. In that situation, the Customer consents to pay the whole amount of the job's complete cost.
4. A key collection location may be agreed upon in writing (SMS or email) with the Cleaner and may be subject to additional charges depending on how distant the pickup spot is from the Property.
5. Failing to get entry to the Property will result in an extra cancellation fee of up to the total amount of scheduled service or a $70 delay fee; postponements are subject to availability.
6. Our Cleaners must have unrestricted and unobstructed access to all premise areas where the service is required.
7. The Client agrees to allow photographic photographs to be taken on the Property before, during, and after the service. These pictures will only be used to document before-and-after shots for quality control and, if necessary, evidence of restrictions.
8. Customers are expected to give our Cleaners access to electricity and running water. This is a mandatory condition for a bond or general cleaning. If the Property lacks these utilities, the Cleaners will do their best effort without them. The Bond Cleaning Guarantee, however, will not be applicable. In this case, the Cleaner will contact the Client for advice.
9. Suppose our Cleaners are asked to clean behind or beneath a heavy item, such as a refrigerator, stove, washing machine, bookcase, or any other item deemed heavy (weighted above 5kgs). In that instance, the Customer will be expected to relocate these things prior to the start of the service at his or her own risk and expense. Without prior written consent, the Customer voids the Bond Cleaning Guarantee for that specific area if the heavy item(s) are not removed.
10. Before our Cleaners begin the cleaning, the Customer must remove all personal objects such as furniture, artwork, and so on. Despite our best efforts to exercise caution and safety, we disclaim all responsibility for any damage that may be sustained during the course of the service.
11. All trash, including garbage in the drawers, cabinets, and rooms, must be removed from the property. We shall not be responsible for any garbage removal (inside the premise or outside). In such a scenario, we shall not provide the Bond Cleaning guarantee. You have the right to bargain with the Cleaning to have the trash removed for a higher price.

CANCELLATIONS

1. You must pay a cancellation fee of $70 if you change or cancel a reservation less than 24 hours before the start of the Day of Service. Any cancellations or schedule changes made by phone, chat, or email after 5 PM on the day before the appointment will incur a $70 fee. If our cleaners are unable to enter the home during the cleaning (due to a customer no-show or lock-out), you could be charged the full cost of the cleaning service you reserved.
2. We go to considerable lengths to plan our cleaning workers' schedules. If our cleaners arrive at your property and are unable to gain entrance, and you have not canceled the appointment, we reserve the right to charge the full invoice amount. This is because our teams will lose some of their income to cover reimbursement, travel, and a holding fee for the space your booking takes up in our schedule.
3. If you cancel your End of Lease/Vacate cleaning within 24 hours of the service date, you will be charged 30% of the booking price or $250, whichever is less. Viccleanerz cleaningAustralia Pty Ltd retains the right to charge up to 100% of the service charge if the cancellation is made on the day of the cleaning.
4. If the property's condition poses a risk to our employees' safety, health, or well-being, we reserve the right to cancel the project. We also reserve the right to refuse entrance to the property as scheduled. There are costs if you cancel on the same day.
5. We retain the right to reschedule or cancel any Service if the property is not in the condition or size indicated, or if unexpected circumstances arise.

SERVICE PAYMENTS

You agree to the following payment conditions by using our cleaning services.

UNPAID SERVICES

1. Within 15 days of issuing, invoices must be paid in whole. Failing to do so will result in additional charges that are non-negotiable.
2. $25 will be applied to the invoice as a late payment fee when 15 days go by with no payment.
3. A daily late fee of $5 per day will be applied to any unpaid balance after 15 days.
4. You will be responsible for all costs that would be incurred as if the debt were fully collected, including legal demand costs, court costs, and other incidental costs related to the collection of the outstanding payment, if your overdue account is referred to a debt collection agency, law firm, or the Victorian Civil and Administrative Tribunal (VCAT).

PAYMENT OPTIONS

1. Cash: We do not take cash payments for all of our services.
2. Credit or debit card: To protect your credit card and personal information, Viccleanerz cleaning employs Stripe. Updating, updating, and removing your card information can be done online or by calling our support line at +61423427212
3. Using the phone: Our customer support service will take card information over the phone. To process payments and protect your card information, we employ Stripe. We enter your information directly into your customer profile; it is stored securely and cannot be viewed once confirmed. Your payment information can be modified at your request.
4. Bank Transfer: This payment method is only available upon request for NDIS planners and Age care clients. Payment will be made with a specific invoice number, and it must be done within 15 days after the date of issue.
5. If you did not receive one, please contact our accounts team at accounts@https://www.viccleanerz.com.au or call +61423427212. Our bank account information can be found on your invoice.

VICCLEANERZ END OF LEASE CLEAN AND BOND-BACK GUARANTEE:

1. Our bond-back guarantee only applies to the Service You have contracted with Us for. For example, if You hire Us for a Bond Clean but not a Carpet Clean, Our Promise only applies to the Bond Clean. Carpets are not covered by our Bond Cleaning Promise. This holds true for all the additional add-ons we provide. 
2. The Bond-back guarantee excludes the following but is not limited to ceilings, garage walls, external windows, and serious stains that need to be cleaned by a qualified specialist.
3. The free re-clean will only be offered after receiving an inspection report from the managing agent or landlord that specifically details the issues with the cleaning and includes pictures. The re-clean is only valid within 72 hours of the original cleaning, provided the property was neither inhabited nor empty during that time.
4. You MUST ONLY arrange your bond clean after all furniture has been removed, the property is unoccupied, and all essential maintenance or other work on the premises has been completed.
5. We will not be found responsible for any incident that could be considered an Act of God, such as a flood, storm, fire, earthquake, cyclone, or another natural disaster.

CLAIMS

1. Refund requests won't ever be taken into account once the Service is over and We've left the property.
2. Before arranging for a third party to provide Service, the Customer must agree to allow a re-clean or inspection of any poor work.
3. The client understands that the bond-back promise only applies to the end of lease cleaning services and not to any other.
4. Every precaution is taken throughout the Service. Since certain things are older, they may be prone to "wear and tear" and unintentional breaking. Lamp fixtures, fly screens, and other perishable plastics are particularly vulnerable. If You think that any damages have occurred beyond "wear and tear" as a result of the Service, please provide the damage along with relevant images in writing.
5. You agree to give up any claim you may have against Us for incidental expenses, such as but not limited to rent due and/or lost bond money applied, resulting from the Service.
6. Any damage claims will be subject to proof submitted by either party that the damage occurred during the Service. If the fault is acknowledged, these claims are solely the contractor's responsibility; the contractor and the Customer agree to share information and give the contractor access to the property during the claim. This might also offer access for estimating replacement and repair costs, if necessary.
7. If you need your refrigerator or freezer cleaned, you must empty and defrost it ahead of time. It's possible to pay more.
8. Within 24 hours after the Service's completion, the Customer must notify Viccleanerz Cleaning of any occurrence in which a mishap, breakage, loss of property, or theft resulted from any action taken by the cleaner.

COMPLAINTS

1. Any complaints must be made in writing and sent to [email protected]
2. Any complaints must be filed within 24 hours of the service being provided.
3. Complaints must include the customer's name, contact information, the date of the complaint, and a thorough explanation of the issue, including any appropriate documents and notes.
4. Complaints must also indicate the Client's preferred resolution.
5. The Client acknowledges that they are able to access our website and adhere to the complaints process.
6. The Client acknowledges that if they do not follow our complaints system, Viccleanerz cleaning reserves the right to disregard the complaint and/or take no further action at our discretion.
7. Assume that you approve of the measures or treatments we have suggested. In that instance, we shall end the complaint and document the outcomes of our program for ongoing improvement.
8. If you are dissatisfied with our proposed actions or remedies, we shall record this, and you agree that any party has the right to refer the complaint to the appropriate federal, state, or territorial consumer protection agency or legal advisor.

 

NOTE: YOU AGREE TO BE LEGALLY BOUND BY THESE TERMS AND CONDITIONS BY USING OUR SERVICES. PLEASE BE ADVISED THAT OUR TERMS AND CONDITIONS MAY CHANGE WITHOUT NOTICE AT OUR SOLE DISCRETION. WE WILL INFORM YOU OF NEW AMENDMENTS TO OUR TERMS AND CONDITIONS BY POSTING THEM ON THIS WEBSITE AT www.viccleanerz.com.au