Terms & Conditions

If our packages do not fit your specific needs and you have requested a customised
quote, our technicians would complete all items requested in the quote to our high
standards, if any additional items are not specifically listed in the existing quote, the
additional items would need to be requoted and rebooked for a future date. If a
small, un-quoted item is raised at a clean, the decision to perform this task will solely
be determined by the allocated technician assigned to the service, any undue
pressure placed upon the technician to perform unquoted items during a service may
result in forfeiture of services including any cancellation fee brought about by this
action.

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Flawless Sydney reserves the right to cancel and bill for any service where
misleading information is provided by the customer, this includes but is not limited to
any safety concerns, access issues and cleaning conditions not being stated
honestly. This decision will be made solely by the Flawless Sydney professionals.

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Booking Confirmation

Booking online does not automatically confirm your appointment, only to reserve
your preferred time and type of service. Flawless Sydney has full time dedicated
administration staff that will confirm your booking via email or phone

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Each standard package is quoted on the expectation that the home has been
thoroughly cleaned within the last 4 weeks of the booked service. If it has been
longer than this, this will constitute services not included in our standard package,
and you will need to let us know in advance, so that we can quote appropriately to
bring your property up to a maintainable level of cleanliness. If you book regular
services and more than 4 weeks have passed, your first clean back with us will be at
a higher package price than your regular quoted service, to allow us the time to
perform the service to our professional standards.

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By booking with Flawless Sydney a payment hold is placed on your preferred
payment card for the full-service amount one day before your booked appointment. If
the hold fails, we reserve the right to cancel any and all future appointments. The
hold is charged with funds taken on the day of service.
In the event that a service has been delivered, and payment has not been received,
the customer agrees and understands that a debt collection service may be engaged
to recover withheld payment and/or legal proceedings will be instigated to recover
payment with Flawless Sydney also to seek any additional cost to recover missing
payment.

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Service Technicians

Flawless Sydney takes every reasonable step when recruiting potential staff
members to help us provide a high-level service, and to build a safe and trusted
brand in our community. As a part of our process, Flawless Sydney has mandated
that all staff must pass a criminal history check and undertake relevant training.
Flawless Sydney has developed documented processes and policies outlining all
behaviours and expectations with each team member also receiving training on
these matters before signing contracts indicating their understanding.

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Flawless Sydney carries all the relevant insurances for staff and by agreeing to
book services through Flawless Sydney, you the customer are agreeing to raise
any concerns in a timely matter (not longer than 24-hour period) directly with us and
not post publicly any content that could damage the reputation of Flawless Sydney,
or anyone affiliated with our company.

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Flawless Sydney upon request, we will provide directly to clients our statutory
declarations as proof of background screening, drug screening, Signing of NDA’s
regarding clients personal identifiable information, fingerprinting, and reference
checks of staff in order to protect the personal information of our staff.

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In dealing with any legal matter, Flawless Sydney stores all relevant information
containing proof of employees passing these minimum requirements, in addition to

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upholding our company policies as well as passing monthly performance reviews to
remain employed with our company.

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In the unlikely event that there is any wilful or malicious damage caused by our staff
member, the customer agrees to view this as an act of the individual and not
representative of the Cleaning Company itself and will be free to seek legal recourse
directly with the offending perpetrator Flawless Sydney agrees in any such instance
to not stand in the way of any criminal proceedings between the two parties.

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Right to Refuse Service

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Flawless Sydney reserves the right to refuse or cancel any services due to, for
reasons including but not limited to safety issues, hostile situations, extremely
unsanitary conditions, or ongoing deliberate miscommunications by the customer at
any time, including if a client fails to disclose sickness within the home or any other
reasonable situation that may arise between the parties.
By booking with Flawless Sydney the customer understands that all of our
technicians have been trained to leave if they feel unsafe or disrespected by any
person within the home, this extends to any guest or animals and may result in the
customer receiving a full-service charge for the cancelled service booking. It is a
condition of Safe Work Australia that all workers are provided a safe working
environment without harassment of any kind. Failure to provide a safe work
environment can lead to potential costly legal action.

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Cleaning Day Preparation

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By booking with Flawless Sydney the customer agrees to make sure that your
home is made suitable and ready for our technician to perform their services. Each
quote is provided based on the cleaners focusing all their time on cleaning surfaces
(and not tidying or picking up toys and objects), we ask that you take a few minutes
to tidy up to allow the cleaners easy access to all areas/surfaces to be cleaned
professionally including package items.

Flawless Sydney reserves the right to cancel/suspend a customer’s service at any
time if our technicians do not have suitable access to perform the booked service. If
a booking is cancelled due to the home not being ready/suitable to receive the
professional service, the customer understands and agrees to pay full payment due
to lost booking opportunities through no fault of our own.

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Add-On Services

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​Additional services like dishwashing, emptying bins and bed making, etc. are
available and can be added to your package, these extra services will incur an
additional fee. All added extras will need to be booked before time, and not
requested during a service booking, so we can make sure we allocate an appropriate
amount of time to professionally complete these tasks. You can book these services
by contacting our dedicated administrative staff for assistance.

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Pets Policy

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We understand that pets are part of the family, however we ask that all pets are fully
secured during the duration of our cleaning service, this is in line with our Safe Work
policy. Flawless Sydney reserves the right to cancel our service at full cost to the
customer if this requirement is not met or if a technician is made to feel unsafe for
any reason.
*Please Note: Flawless Sydney does not handle pet waste. Flawless Sydney will
also not be held liable for any pet escaping or for the retrieval of any pet as it is
incumbent upon the customers to ensure all pets are secured correctly during any
service provision.

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Service Fees

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Flawless Sydney reserves the right to make pricing increment adjustments at its
own discretion, with adjustments that will be communicated directly with each
customer in writing with no less than 14 days’ notice given. This does not include any
circumstance where the customer has provided deliberately misleading information
on cleaning conditions, Flawless Sydney reserves the right to either requote or
cancel any service with the customer incurring a full-service fee in any such instance
or to refuse services altogether if the need arises.

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Payments

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Payment is due on the day of service. Late payments may incur additional fees.
(except for funded services with terms expressed in the quote) It is also the
responsibility of the client to ensure any such funding has been both approved and
made available unless the service is booked through a third-party funds manager
with a separate contract being created directly with the fund’s manager.

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Refund Policy

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Aligned with Consumer Law Australia, we offer a re-clean as part of our service
guarantee, all concerns must be reported no later than 48 hours of service delivery,
after such time the matter will be considered resolved in the cleaning companies
favour.

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Lockouts and Cancellations

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Cancellations made by customers within 24hr of scheduled service will incur a full-
service fee to cover our cost, as we are unable to fill your booking within this short
timeframe. Any deviation from this outcome will rest solely Flawless Sydney
If you’re not home for your scheduled cleaning, no problem! Just let us know
beforehand how our trusted team can gain access to your property, whether it’s a
key left in a secure spot or an access code. This way, we can ensure your cleaning
goes ahead smoothly and your home is taken care of, even in your absence.
Continued customer cancellations may result in your services being suspended or
cancelled entirely as we reserve this spot specifically for you and other customers
may value this dedicated time allocation.

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Cancellation Resulting from Flawless Sydney

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If the cancellation within 24 hours of service occurs from Flawless Sydney, this will
entitle the customer to receive their next scheduled service at half price for any
inconvenience, Flawless Sydney will try our best to have a different service
technician complete your clean before cancelling your service, if a different cleaner is
refused by the customer, the customer will forgo the half price discount and will
agree to wait for next scheduled clean to receive service.

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Cleaning Supplies and Equipment

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Flawless Sydney has spent considerable time and capital researching and training
our technicians on the product suitability and safety for use on all surfaces within
domestic homes, this is why we insist on using our own equipment and products. By
using our own products and equipment, we are able to guarantee our service and
ensure the best results for the customer.
For effectiveness and hygiene reasons, we request that clients provide a non-
silicone style toilet brush in good condition for each individual bathroom. If a client
does not have a suitable brush Flawless Sydney offers clients, the option to
purchase one from us.

If you have a specific need that will require special attention during our service
delivery, please ensure to mention this at the time of booking confirmation. Flawless
Sydney cannot be held responsible for any unfavourable outcome if the customer
does not make us aware of any specific needs.

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Items We Cannot Clean

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Flawless Sydney is not registered or insured as mould removal specialist and there
for, we will not attempt to remove this toxic substance, our technicians may remove
surface mould during a service, but this does not in any way constitute a mould
removal treatment with the customer to seek professional assistance on this matter
outside Flawless Sydney
If the customer finds they have mould growing in the silicone of wet areas,
Flawless Sydney recommends you engage the appropriate tradesperson to have
the silicone professionally replaced.

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Unreachable Areas and Heavy Items

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Flawless Sydney takes the health and safety of our technicians seriously and we
have set ridged safety standards that our technicians must follow, these include in
areas such as - no moving of large furniture, climbing of step ladders or lifting of
heavy objects. If a customer would like specific areas cleaned, the customer must
make sure all furniture is removed making the area accessible for our technicians.

Please note – if you decide to use an unregistered and uninsured “cleaner” you may
personally become legally and financially responsible should that “cleaner” injure
themselves in your home.

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Breakage/Damage & Loss Policy

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Flawless Sydney is a fully registered, tax paying company with documented
processes and policies reinforced by regular training, we also carry both the right
coverage and right types of insurance to be considered a compliant business. This
means every reasonable step has been taken to protect against personal liability
(theft, damage) and public liability (accident). In saying this nothing is foolproof so
please advise our team if there are any issues regarding the house i.e., faulty
switches, cracked glass etc. to help us navigate any potential issues.

By agreeing to Flawless Sydney, the customer agrees to view any potential theft or
malicious damage as the action of the individual and not the company as a whole, as
well as to bring any/all concerns directly to Management as well as refraining from
making posts or comments in any public forum that may negatively impact either
directly or indirectly. All concerns must be brought to Management immediately and
not longer than 24hr passing.

Flawless Sydney has a zero tolerance to theft and will work with the customer to
help resolve any legitimate concerns.

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Property Photo/Video Content

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By agreeing to use Flawless Sydney you are agreeing to let us take and use
picture/video content for training and marketing purposes. Flawless Sydney agrees
to not use or publish any content obtained through our services that would positively
identify the household dwellers or cause any potential security risk. (No people,
photos, bills etc.)

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Weather Conditions

 

By agreeing to use Flawless Sydney the customer agrees to allow our technician to
use both heating and cooling resources to help provide a safe workspace. (Fair Work
Act)

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​Holidays

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Flawless Sydney does not work on public holidays or over the Christmas period.
Your service will continue on the next scheduled date after this holiday period has
passed.

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Non-Solicitation of Employees

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By Booking with Flawless Sydney, you are entering an agreement not to solicit any
of our staff for any reason. We appreciate that you value the highly professional
quality that our team brings but please be aware that substantial time, effort, and
money has been invested in each team members development and support.

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Client Communication

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To ensure you are receiving the best possible outcome please make sure you
communicate directly with our dedicated full-time administration team. You can
contact us via email, Facebook Messenger or call us and our team will respond
promptly (within business hours). We also request that any change of contact or
service delivery information be communicated in a timely matter for us to ensure
professional services are not disrupted or impeded.

Please contact us at any time with any feedback, so we can ensure we provide you
with the highest quality service possible.

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Email: info@flawlesssydney.com.au
Phone Number: 0404520342

Social Media Promotions

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Follow us on social media for updates and promotions. We appreciate your likes and
shares!

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Give us a 5-star review on Facebook and Google and send us a screenshot to
receive a 20% off our next visit We appreciate you supporting our business so we
can continue to support you.

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Referral Bonus
After a referral has been booked you will receive a 20% off your next booking
with us.

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Contact Us
For any questions about these terms, please reach out to our customer support.

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info@flawlesssydney.com.au
Phone Number: 0404520342​​​​​​​​​​​​​

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