Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Pristine Home & Commercial Cleaning. By booking or using our services, you agree to these Terms and Conditions.

Pristine Home & Commercial Cleaning
Address: Sydney, NSW

Phone: 0433 742 296

Email: sales@phacc.com.au / info@phacc.com.au

Primary website: https://www.phacc.com.au

Secondary website: https://www.pristinehomeandcommercialcleaning.com.au

A booking is confirmed when:

• A customer submits a booking through our website or online booking system, or
• A booking is confirmed via phone, email, or written agreement.

Pristine Home & Commercial Cleaning reserves the right to accept, decline, or reschedule bookings based on availability.

Services are performed at the earliest available time slot offered by our team unless otherwise agreed.

We accept the following payment methods:

• Bank Transfer
• Card Payment

Payment must be made on the same day before the completion of the cleaning service, unless otherwise agreed.

Pristine Home & Commercial Cleaning reserves the right to withhold completion of services if payment arrangements are not confirmed.

Late payments may result in additional fees or refusal of future services.

Customers must provide at least 24 hours notice if they wish to cancel or reschedule a booking.

If a cancellation occurs with less than 24 hours notice, a $100 cancellation fee may apply.

Pristine Home & Commercial Cleaning reserves the right to reschedule services due to:

• Staff illness
• Severe weather
• Safety concerns
• Unforeseen operational issues

Customers must ensure cleaners have safe and timely access to the property at the scheduled time.

If cleaners arrive and cannot access the property:

• We will attempt to contact the customer.
• Waiting time may be charged.
• If access cannot be arranged, the booking may be treated as a late cancellation and the cancellation fee may apply.

Customers must ensure reasonable parking is available for cleaning staff near the property.

If paid parking is required and not arranged by the customer:

• Parking costs may be added to the final invoice, or
• The booking may be rescheduled if parking is unavailable.

Pristine Home & Commercial Cleaning provides all necessary cleaning supplies and equipment required to perform the service.

If customers request the use of their own cleaning products or equipment, the company is not responsible for the performance or outcomes of those products.

For the safety of both cleaners and pets, customers must ensure that pets are secured or safely contained during the cleaning service.

Pristine Home & Commercial Cleaning accepts no liability for pets that escape, become injured, or cause injury during the service if they are not properly secured.

Pristine Home & Commercial Cleaning takes reasonable care when providing services.

If accidental damage occurs during cleaning:

• The customer must notify us within 24 hours of the service completion.
• We may inspect the reported damage before determining responsibility.
• Our liability is limited to repair or replacement of the damaged item at our discretion.

Pristine Home & Commercial Cleaning is not responsible for damage resulting from:

• Pre-existing conditions
• Normal wear and tear
• Faulty fixtures or fittings
• Improper installation of household items

Pristine Home & Commercial Cleaning offers a Bond Back Guarantee for end-of-lease cleaning services, subject to the following conditions:

• The customer must provide the exit condition report from the property manager or real estate agent.
• Any cleaning issues identified must be reported within 4 days of the cleaning service.
• The company must be given the opportunity to re-clean the relevant areas.
• The Bond Back Guarantee applies only to cleaning items listed in the original service agreement.

The guarantee does not cover:

• Damage repairs
• Mould removal
• Pest control
• Structural defects
• Areas that were not part of the cleaning scope

Pristine Home & Commercial Cleaning reserves the right to decline or stop services if:

• The property presents safety risks
• Hazardous materials are present
• The working environment is unsafe
• Unreasonable or abusive behaviour is directed at staff

Customers must ensure:

• Utilities such as electricity and water are available during cleaning
• Access to the property is available at the scheduled time
• Personal valuables and fragile items are safely stored

Pristine Home & Commercial Cleaning is not responsible for loss of unsecured valuables.

If you are not satisfied with the cleaning service, please contact us as soon as possible.

Where applicable, Pristine Home & Commercial Cleaning may offer a re-clean of the affected areas, provided the issue is reported within the required timeframe.

To the maximum extent permitted by law, Pristine Home & Commercial Cleaning is not liable for:

• Indirect or consequential losses
• Delays caused by circumstances beyond our control
• Damages resulting from pre-existing conditions

Nothing in these Terms excludes any rights that customers may have under Australian Consumer Law.

Pristine Home & Commercial Cleaning may update these Terms and Conditions from time to time.

The latest version will be available on our website.

These Terms and Conditions are governed by the laws of New South Wales, Australia.

Any disputes arising from the provision of services will be subject to the jurisdiction of the courts of New South Wales.