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Terms and Conditions

Here we outline our terms and conditions of service.

Cleaning Guarantee Policy

At Sustainaclean, we take pride in the quality of our cleaning services and are committed to ensuring our customers are completely satisfied. Our Cleaning Guarantee is designed to provide peace of mind and assurance that you will receive the highest standards of cleanliness and professionalism.

1. Guarantee Coverage

1.1. Satisfaction Guarantee
We guarantee that you will be satisfied with the cleanliness of your home or office after our cleaning service. If you are not satisfied, we will return to rectify the situation as soon as possible.

2. Reporting Issues

2.1. Notification Period
Customers must notify Sustainaclean of any dissatisfaction with the cleaning service within 24 hours of the service being provided. Notification should be made by contacting us via phone or email.

2.2. Details Required
When reporting an issue, please provide the following details:

  • Your name and contact information

  • Date and time of the cleaning service

  • Specific areas or aspects of the service you are dissatisfied with

  • Any relevant photos or documentation

3. Rectification Process

3.1. Inspection and Assessment
Upon receiving a complaint, Sustainaclean will work closely with you to schedule an inspection to assess the reported issues as soon as we possibly can.

3.2. Rectification Service
If the assessment confirms that the service did not meet our high standards, Sustainaclean will arrange a rectification service. This service will be scheduled at a time convenient for you and will address the specific areas or issues identified.

4. Limitations and Exclusions

4.1. Scope of Guarantee
Our Cleaning Guarantee applies only to the areas and items that were included in the original cleaning service agreement. Additional areas or services not covered in the initial agreement are not eligible for the guarantee.

4.2. Pre-existing Conditions
The guarantee does not cover pre-existing conditions, wear and tear, or damage that cannot be resolved through cleaning.

4.3. Customer Preparedness
The guarantee is void if the customer did not provide adequate access or conditions for the cleaning service to be performed, such as failure to remove personal items or obstructions.

4.4. Third-Party Interference
If any third-party cleaning or maintenance activities have occurred after our service and before the reported complaint, the guarantee may not apply.

5. General Conditions

5.1. Customer Cooperation
Customers are expected to cooperate with Sustainaclean to facilitate the rectification process. This includes providing access to the property and any necessary information.

5.2. Service Disruptions
In the event of unforeseen circumstances or disruptions beyond our control (e.g., severe weather, emergencies), Sustainaclean reserves the right to reschedule the rectification service.

6. Amendments

6.1. Changes to Terms and Conditions
Sustainaclean reserves the right to amend these terms and conditions at any time. Customers will be notified of any significant changes that may affect the guarantee.

7. Contact Information

For any questions or to report an issue, please contact Sustainaclean customer service:

                                                                                                                                                  

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By using our services, you agree to the terms and conditions outlined above. Sustainaclean is dedicated to providing exceptional cleaning services and ensuring your complete satisfaction.

Cancellation Policy

We value our customers' time and understand that unforeseen circumstances may arise. To ensure efficient scheduling and service delivery, we have established the following cancellation policy:

Scheduled Service Cancellation:

  • Customers are kindly requested to provide a minimum of 24 hours' notice if they need to cancel a scheduled service.

  • With at least 24 hours' notice, Sustainaclean will make every effort to reschedule the service to accommodate the customer's preferences.

Termination of Ongoing Arrangements:

For routine domestic or commercial cleaning services, 14 days notice is kindly requested from the most recent cleaning appointment, to effectively terminate an ongoing arrangement.

Cancellation Fee:

Any cancellation occurring with less than 24 hours' notice will result in a cancellation fee equal to 50% of the original quotation.

Thank-You!

We appreciate your cooperation in adhering to these policies. Should you have any questions or need further clarification, please feel free to contact us. Thank you for choosing Sustainaclean for your cleaning needs.

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