Welcome to Neat Choice Group! These Terms and Conditions outline the rules and regulations for the use of our services. By booking our services, you agree to be bound by these terms. Please read them carefully.

1. Definitions:

• “We,” “Us,” “Our”: Refers to Neat Choice Group Company.
• “Client,” “You”: Refers to the person or entity using our services.
• “Services”: Refers to the services provided by Neat Choice Group Company.

2. Services:

• Neat Choice Group offers residential and commercial cleaning services in Melbourne.
• Services include, but are not limited to, regular cleaning, deep cleaning, end-of-lease cleaning, carpet/couch cleaning and office cleaning.
• Additional services can be arranged upon request and will incur extra charges.

3. Bookings & Scheduling:

• All bookings are subject to availability and confirmation. You can book online or contact us directly by email [email protected] or by phone 0450725318.
• The Client must provide accurate information regarding property size, type, and specific cleaning needs to ensure proper service.
• Changes or cancellations to bookings must be made at least 24 hours before the scheduled service. Failure to do so may result in a cancellation fee.

4. Pricing and Payments:

• Pricing is based on the scope of work required, property size, and other factors.
• For hourly cleaning services and flat rate services, a hold will be placed on the full amount 24 hours prior to the scheduled appointment. The card will only be charged after the service is completed.
• For carpet cleaning, couch cleaning, and end of lease services, 50% of the total amount will be charged in advance at the time of booking. The remaining 50% will be charged upon completion of the service.
• We accept payments via card only. A receipt will be issued upon payment.

5. Cancellations and Rescheduling:

• Our clients have the flexibility to reschedule or cancel their services at any time. This can be easily done through their personal customer account on our website.
• Cancellations or reschedules made less than 24 hours before the scheduled service will incur a cancellation fee of 50% of the service cost.
• If the Client is not present at the time of the scheduled service and entry to the premises cannot be gained, a full-service charge may apply.

6. Satisfaction Guarantee:

• If you are not satisfied with the service, you must notify us within 24 hours of the cleaning appointment. After this period, the service will be considered as completed to the customer’s satisfaction.
• We will send a team to address any issues at no extra cost, provided the issues fall within the scope of the original job.

6.1 Clean to Complete Policy:

• Our Clean-To-Complete Policy ensures that our flat-rate cleaning services focus on completing all tasks on the checklist to our high standards, without being restricted by time limits. If our initial time estimate proves insufficient, we will continue cleaning for up to 1 hour at no extra cost, but any additional time required beyond that may incur extra charges, with your prior approval.

7. Health and Safety:

• We take all necessary precautions to ensure the safety of our staff and your property. However, we expect our Clients to provide a safe working environment.
• In extreme weather conditions (35°C or above), we kindly request that customers ensure the air conditioning is functioning properly inside the home to maintain a safe and comfortable environment for our team.
• For safety reasons, our team is not permitted to move furniture or heavy items without assistance.
• Our staff are trained in safe cleaning practices and equipped with the necessary tools and supplies.

8. Access to Property:

• The Client is responsible for providing access to the property during the agreed service time. Failure to do so may result in cancellation or rescheduling fees.
• If keys are provided, they will be handled securely and returned promptly after the service.

9. Damage and Liability:

• While we take great care, Neat Choice Group is not liable for any pre-existing damage to property.
• Any damage caused by our staff must be reported within 3 days of the service. We will investigate and, if deemed responsible, make reparations as necessary.
• Neat Choice Group holds public liability insurance to cover any accidental damage.

10. Pets:

• If pets are present at the property, the Client must ensure they do not interfere with the cleaning process.
• At Neat Choice Group, we respect and care for pets as valued members of the family, and we always prioritize their safety during our services. However, Neat Choice Group cannot be held liable for the safety of pets while cleaning services are being performed.

11. Termination of Service:

• Neat Choice Group reserves the right to terminate services for reasons including, but not limited to:
  • Unsafe working conditions
  • Abusive or inappropriate behavior toward staff
  • Repeated cancellations or rescheduling
• We reserve the right to refuse service at our discretion.

12. Confidentiality:

• Neat Choice Group respects the privacy of its Clients. Any personal information collected will be used solely for service delivery and will not be shared with third parties without your consent.

13. Amendments:

• Neat Choice Group reserves the right to modify these Terms and Conditions at any time. Any changes will be communicated to Clients in writing.

14. Governing Law:

• These Terms and Conditions are governed by the laws of Victoria, Australia. Any disputes arising from these terms will be subject to the jurisdiction of the courts in Melbourne.

15. Contact Us:

• If you have any questions or concerns regarding these Terms and Conditions, please contact us at:
  • Phone: 0450725318
  • Email: [email protected]

By booking our services, you confirm that you have read, understood, and agree to these Terms and Conditions. Thank you for choosing Neat Choice Group, your trusted cleaning company in Melbourne!