Terms and Conditions

Customer Service Agreement – Terms & Conditions

These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and ONE EYE PUG PTY LTD, ACN 631 320 360 T/A Bettie’s Cleaning Solutions (“Bettie’s Cleaning”), for the provision of services by Bettie’s Cleaning.

Please take some time to review this Agreement. Use of our services, including the act of booking, constitutes your acceptance of these terms and conditions.

1. Cleaning Services

a) Subject to the terms of this Agreement, Bettie’s Cleaning agrees to provide domestic cleaning services, carpet cleaning services, bond cleaning services or home maintenance services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”).

b) The Service will be for such cleaning duties as agreed with the Customer at the time of booking.

c) Bettie’s Cleaning will provide one or more team members (the “Team Member”) to attend the Premises to provide the Service at a time and date mutually agreed between Bettie’s Cleaning and the Customer (the
“Service Time”).

d) Bettie’s Cleaning will provide all usual and necessary cleaning equipment and materials required by the Team Member to provide the Service to the Customer. Customers wishing for a Team Member to utilise customer owned equipment and materials shall advise Bettie’s Cleaning at the time of booking.

e) Bettie’s Cleaning attempts to provide the Service faithfully, diligently and in a timely and professional manner.

2. Additions and Amendments

1. Any changes to the Service to be provided must be agreed with Bettie’s Cleaning prior to the Service Time.

2. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact Bettie’s Cleaning by telephone, who may agree to provide the additional services in its absolute discretion. The Team Member is not authorised to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Team Member.

3. Customer Representations and Warranties

The Customer represents and warrants that:

a) it will provide a safe working environment at the Premises for the Team Member to perform the Service;

b) The Team Member will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;

c) It will provide the Team Member with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Team Member to provide the Service;

d) It will advise Bettie’s Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease, grime or high-risk substances at the Premises;

e) It is authorised to use the Premises and obtain the provision of Service;

f) If the Customer requires the Team Member to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and

g) It will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

4. Health and Safety Management

In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:

a) the Team Member is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;

b) the Team Member may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Team Member, a risk to health and safety;

c) the Team Member may use their absolute discretion to determine if any specific tasks, jobs or activities represent a risk to the health and safety of either themselves, nearby people or animals, and decide if those specific tasks, jobs or activities should be completed.

Cautionary Items

When making any determinations, the Team Member may take into account the real or perceived presence of, but not limited, any human or animal excrement, blood, blood splattering / spots or human or animal vomit. In most instances, where these items exist, Team Members will work around such items
and will not clean them.

5. No Engagement of Team Members

a) The Customer acknowledges that Bettie’s Cleaning invests significant resources in recruiting, selecting and training its Team Members. Unless Bettie’s Cleaning gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Team Member to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by Bettie’s Cleaning or for a period within 24 months (2 years) after the conclusion of any Service without paying 25% of their average annual salary..

b) The Customer acknowledges that Bettie’s Cleaning may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.

c) Customers are not permitted to employ Bettie’s Cleaning employees for work outside of the agreement without paying 25% of their average annual salary.

6. Job Quotations

a) The actual price payable by the Customer is calculated on the total number of hours worked by the Team Member.

b) Any price quoted by Bettie’s Cleaning is an estimate only based on Bettie’s Cleaning experience, without inspection, and based on information provided by the Customer. Subject to this clause, quotes
are valid for a period of 14 days from the date of the quote.

c) If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by Bettie’s Cleaning, Bettie’s Cleaning will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being fully completed.

d) The Customer must inform Bettie’s Cleaning whether any cleaning services required are for an end of lease, regular clean, spring clean or after party clean at the time of quotation.

e) All one off cleans, including regular cleaning, after or before party cleans are a minimum of 3 hours.

7. Bookings

a) The Customer may make a booking either in person, by telephone, email or through the Bettie’s Cleaning website.

b) At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises;

c) The Customer agrees to provide Bettie’s Cleaning with valid credit card details at the time of booking, and authorises Bettie’s Cleaning to debit any card with an amount for any service and/or cancellation fees that may apply under this Agreement.

d) Bettie’s Cleaning reserves the right not to accept a booking for any reason.

8. Deposit Required for Bond & End of Lease Cleaning Services

a) For all bond and end of lease cleaning services, the Customer agrees to provide Bettie’s Cleaning with valid credit card details at the time of booking, and authorises Bettie’s Cleaning to debit any card with an amount as requested by Bettie’s Cleaning at the time of booking. This deposit allows Bettie’s Cleaning to secure a future booking for your Premises.

9. Payment Terms

For regular (ongoing) cleaning services, the Customer agrees to pay the full price in accordance with the payment terms of any issued invoice, unless otherwise agreed in advance with Bettie’s Cleaning.

Payments can be made by credit card or by EFT / bank transfer to the below account:

Account Name: Bettie’s Cleaning Solutions
Account: BSB: 032-620
Account No: 267335
Transaction Ref: Invoice Ref Number or Surname/Address

Should a customer fail to make payment to Bettie’s Cleaning within the required time period, the Customer agrees Bettie’s Cleaning is permitted to debit any card (taken at time of booking) with an amount equal to any service, credit card surcharges and/or cancellation fees that may apply under this Agreement.

For bond / end of lease cleaning, Payments for the services are to be made via Credit Card or Bank Transfer prior to the day of the service. Unless agreed upon in writing, full payment is to be made before the commencement of the clean.

Payment for any outstanding amount is to be made by credit card upon the completion of the cleaning service. The customer agrees and acknowledges that Bettie’s Cleaning will debit the provided credit card following the completion of the provided bond or end of lease service for all outstanding amounts and fees, less any deposit that may have already been paid.

All credit card and Paypal payments attract a surcharge. This surcharge value will be provided on our website payment portal, as updated from time to time.

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 booking fee if applicable.

At its sole discretion Bettie’s Cleaning 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 affected and or ability to seek rental properties/credit in the future.

10. GST

a) Unless specified otherwise, all prices and quotations are expressed to be GST inclusive amounts.

11. Late Payment Fee

a) Where Bettie’s Cleaning has agreed to invoice the Customer for payment after a Service has been completed, the Customer agrees to pay in full, all amounts due, in accordance with the Payment Term included on the invoice.

b) The Customer agrees that if Bettie’s Cleaning has not received payment in full for the Service within 7 days of the original invoice due date then a late payment fee of $50 applies for the first month. Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter.

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

d) Bettie’s Cleaning retains the right under this Agreement to not apply Late Payment Fees at its discretion.

e) At its sole discretion Bettie’s Cleaning 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 affected and or ability to seek rental properties/credit in the future.

12. Non-Appearance

a) If a Team Member fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, Bettie’s Cleaning will provide the Customer with either:

i. a full refund of any payments made by the Customer related to that service; or

ii. offer to reschedule the Service at another time mutually agreed between the Customer and Bettie’s Cleaning

13. Complaints – Regular & Spring Cleaning

a) If the Customer is dissatisfied for any reason with a regular or spring-cleaning Service provided, it must advise Bettie’s Cleaning within 24 hours of completion of the Service. Bettie’s Cleaning strives to achieve a high level of customer satisfaction and will attempt to resolve the problem quickly and efficiently. Subject to clause 12, Bettie’s Cleaning l may, at its discretion, offer the Customer either of the following:

i. a partial or full refund of any payments made by the Customer related to that service;

ii. re-supply of the Service without charge;

iii. such other remedy as deemed appropriate by Bettie’s Cleaning.

14. Rectification Guarantee for Full Internal Bond / End of Lease Cleaning Services

a) If a Customer is dissatisfied for any reason with a bond / end of lease cleaning Service, it must inform Bettie’s Cleaning within 72 hours of completion of the Service.

b) Bettie’s Cleaning agrees to return to a customer’s property to rectify issues identified by either the Customer or Customer’s Property Manager, at Bettie’s Cleaning discretion, where associated with the cleaning service provided by Bettie’s Cleaning.

c) Where issues identified by the Customer or Customer’s Property Manager are related to issues or matters that did not form part of original Service, Bettie’s Cleaning may agree to return to the property to provide additional cleaning support, with or without charge, at its absolute discretion.

15. No Rectification Guarantee for Express Bond Cleaning Services

a) Our Express Bond service is based upon the provision of a set number of cleaning hours and as such Bettie’s Cleaning full bond clean rectification guarantee does not apply.

b) In discussion with a Customer, Bettie’s Cleaning may agree to return to a customer’s property to rectify issues identified by either the Customer or Customer’s Property Manager, at Bettie’s Cleaning absolute discretion.

16. Exclusions and Limitations

a) The only conditions and warranties which are binding on Bettie’s Cleaning in respect of the state, quality or condition of goods and services supplied by Bettie’s Cleaning to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).

b) To the extent permitted by statute, the liability, if any, of Bettie’s Cleaning is, at Bettie’s Cleaning option, limited to and completely discharged by the resupply of the Service. Bettie’s Cleaning is not responsible for:

i. not completing or providing the Service as a result of a breach of a warranty by the Customer in clause 3 (including a failure by the Customer to provide utility services, a safe working environment or unencumbered access to the Premises); or

ii. not completing or providing the Service as a result of the Team Member not proceeding for health and safety reasons under clause 4;

iii. any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Bettie’s Cleaning;

iv. not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service;

v. existing dirt, wear, damage or stains that cannot be completely cleaned or removed;

vi. any wear or discolouring of fabric or surfaces becoming more visible once dirt or adhesive products has been removed;

vii. any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or

viii. the cost of any key replacement or locksmith fees, unless keys were lost by Bettie’s Cleaning or the Team Member.

c) Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on Bettie’s Cleaning are excluded.

d) The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since premises last cleaned, and the nature of cleaning required), and that Bettie’s Cleaning gives no guarantee as to the actual results of the Service.

e) Except to the extent provided in this clause, Bettie’s Cleaning has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Bettie’s Cleaning (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Bettie’s Cleaning).

17. Indemnity

The Customer indemnifies Bettie’s Cleaning against:

a) All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 3; and

b) all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Bettie’s Cleaning in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).

18. Accidents, Breakage, Damage & Theft

a) The Customer must inform Bettie’s Cleaning of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Team Member within 24 hours of completion of the Service.

b) To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Bettie’s Cleaning within 24 hours of completion of the Service.

c) To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Bettie’s Cleaning under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.

19. Cancellation Fees

For regular (ongoing) and once off cleaning services

a) The Customer must provide Bettie’s Cleaning with at least 24 hours’ notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.

b) In the event that such notice has been given, Bettie’s Cleaning will attempt to reschedule the Service if required.

c) In the event that the Customer does not provide 24 hours’ notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee of $35.00 (inclusive of GST) for administrative costs and loss, if charged by Bettie’s Cleaning

For bond, exit or end of lease cleaning services

a) The Customer must provide Bettie’s Cleaning with at least 48 hours’ (2 days) notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.

b) In the event that such notice has been given, Bettie’s Cleaning will attempt to reschedule the Service if required.

c) In the event that the Customer does not provide 48 hours’ (2 days) notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee of $100.00 (inclusive of GST) for administrative costs and loss, if charged by Bettie’s Cleaning. This fee will be deducted for the credit card taken at the time of booking or from monies held as deposit for the customer.

20. Fee for Non-Access to Premises

a) In the event that the Customer does not provide unencumbered access the Premises for Bettie’s Cleaning or its Team Members to provide the Service, the Customer agrees to pay a cancellation fee of $55.00 (inclusive of GST) for administrative and travel costs associated with attending the property.

21. Bond, Exit & End of Lease Service Provisions

The Customer agrees that as a part of a standard bond, exit and end of lease cleaning service, Bettie’s Cleaning has permission to:

a) take photographs and/or videos of the premises before and after cleaning has been completed

b) contact the relevant property’s real estate Property Manager or Agent, at any time, to discuss matters relevant to the property’s cleaning services and requirements

c) provide any photographs, videos and forms & information to the real estate Property Manager or Agent

d) in consultation with the property’s real estate Agent or Property Manager, deduct from any bond monies held any amount owed to Bettie’s Cleaning by the Customer as a result of a non-payment for bond, exit or end of lease cleaning services.

22. Termination

a) This Agreement may be terminated by the Customer by providing at least 48 hours’ notice prior to the Service Time, with consideration given to any Cancellation Fees per Clause 18.

b) Bettie’s Cleaning may terminate this Agreement by providing the Customer with at least 24 hours’ notice prior to the Service Time.

c) Bettie’s Cleaning may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Bettie’s Cleaning, that breach is incapable of remedy

23. Bond Return Guarantee

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.

a) All Customers acknowledge that our Bond Return Guarantee is only applicable if you contact us within 7 calendar days of the performed Service.

b) Our Bond Cleaning Guarantee means that Bettie’s Cleaning 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.

c) Our Bond Cleaning Guarantee only applies to the Service You have engaged Bettie’s Cleaning for. For instance, if You engage Bettie’s Cleaning for a Bond Clean but not a carpet clean then Our Guarantee only covers the bond clean. Carpets would be excluded from our Bond Cleaning Guarantee and vice versa.

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

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

f) After a re-clean Bettie’s Cleaning will warrant any work for one day. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent within 1 day (24 hours), Bettie’s Cleaning 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.

g) Bettie’s Cleaning does 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.

24. Privacy Policy

a) The Customer acknowledges that any information provided by the Customer may be used by Bettie’s Cleaning for the purpose of providing our Services Bettie’s Cleaning agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law or as permitted under this Agreement).

b) The Customer agrees to Bettie’s Cleaning communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.

c) Bettie’s Cleaning will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.

25. Changes to this Agreement

a) Bettie’s Cleaning reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.

b) The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.

26. Copyright

a) The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of ONE EYE PUG PTY LTD, ACN 631 320 360 T/A Bettie’s Cleaning Solutions

27. Law

a) The Customer and Bettie’s Cleaning Solutions acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of New South Wales and both agree to submit to the exclusive jurisdiction of the courts of New South Wales in the event of any dispute.

28. Severability

a) The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.

29. Complaints

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

b) Any complaints must be made in writing and sent to hello@bettiescleaning.com.au

c) 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

d) Complaints must also include what resolution the Client would like.

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

f) 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.