T&C
These Terms and Conditions (“T&C”) apply to all bookings made with Encanto Community Cleaning Services (“Encanto Cleaning”). By making a booking, you agree to these T&C. If you have any questions or concerns, please contact us before confirming your booking.
Booking Details: Your booking is confirmed when you provide full name, mobile number, email address, physical address, parking instructions, and access instructions.
Availability: Our availability may change, and we will notify you promptly of any adjustments.
Extra Services: Inform us of any extra services required before booking. This helps us prepare and estimate cleaning time accurately.
Estimated Price: We provide an estimated price based on property size and requirements. Actual cleaning duration may vary. Inform us of your budget constraints. Please remember that you are booking a service per hour, with a minimum booking of 2 hours.
Cancellation Policy:
- A minimum of 24 hours’ notice is required for cancellations.
- Late cancellations incur a $25 fee.
- If the cleaner arrives and the service is cancelled, an additional $25 call-out fee applies ($50 total).
Assigned Cleaner: We aim for consistency but cannot guarantee the same cleaner each visit. You’ll receive your cleaner’s name in a booking reminder.
Monthly Cleaning: Monthly slots vary based on availability. We contact clients a week in advance to confirm scheduling.
Access to Property: Ensure someone is home or provide key access instructions. Use a secure lockbox for keys. Encanto is not liable for key loss from insecure locations.
Waiting Time: Clients arriving more than 30 minutes late incur an additional charge.
Unwanted Items: We don’t remove unwanted items, rubbish, green waste, or clean pet litter. We assist with general tidying only.
Renovation Work: We don’t perform renovation tasks. Some areas may be permanently damaged and inaccessible for cleaning.
Refusal to Provide Service: We reserve the right to refuse service in unsafe conditions, difficult-to-access areas, or if the job requires tools or products not provided by Encanto.
Additional Costs: Additional fees may apply for locations more than 30 minutes from Bassendean 6054 or for parking fees.
Payment: Payments via transfer, direct debit, or cash are accepted. Invoice details are provided after each appointment. Payment is due by the specified date to avoid additional charges.
Satisfaction Guarantee: If you are not satisfied with the cleaning service provided by Encanto, we offer a guarantee that our cleaners will return to complete the cleaning at no extra charge, subject to the following conditions:
- The cleaner was given sufficient time to complete the job, based on our minimum cleaning time per property size.
- You must notify us by email within 24 hours of the completion of the cleaning service, providing feedback and attaching relevant pictures.
- Complaints must relate to tasks included in our General Cleaning Services or agreed upon during booking.
- Complaints must pertain to cleaning issues, not renovation-related matters.
Service Quality: Service quality may vary due to property condition and cleaner’s style. Human labour variations are possible.
Special Instructions for Cleaning Services Booking
Room Specifications
- Please specify the number and type of rooms: For example, “3 x 2” means 3 bedrooms, 2 bathrooms, 1 living room or TV room, 1 laundry area, and 1 kitchen, totaling 8 spaces.
- Additional Spaces: Include details for any additional spaces such as a home office, dining room, or extra storage rooms.
Carpet Cleaning Services
- Steam Cleaning: Specify the number of areas that require steam cleaning. For example, living room, bedrooms, hallways, etc.
- Deodorizing: Indicate if you need deodorising services for any carpeted areas.
- Pet Treatment: Mention areas that require special pet treatment for stains and odours caused by pets.
Window Cleaning
- Indoor Window Cleaning: Provided for all specified rooms.
- Outdoor Window Cleaning: Available for single-story houses only. For multi-story homes, please contact us for a customised quote.
Special Requirements
- Pet Areas: If you have pets, please mention areas that require special attention, such as pet beds, litter boxes, or feeding areas.
- Allergies or Sensitivities: Inform us of any allergies or sensitivities to certain cleaning products so we can use suitable alternatives.
Custom Requests
- Special Instructions: Let us know if there are any specific cleaning tasks or areas you want us to focus on. This could include:
- Deep cleaning of appliances (e.g., oven, fridge)
- Detailed dusting of high or hard-to-reach places
- Stain removal from carpets or upholstery
- Do Not Disturb Areas: Please specify any rooms or areas that should not be cleaned or accessed during our visit.
Access and Security
- Access Instructions: Provide details on how we can access your home. This includes gate codes, lockbox codes, or where keys will be left.
- Security Systems: Inform us if there is an alarm system that needs to be disarmed, and provide instructions on how to do so.
Timing and Scheduling
- Preferred Cleaning Time: Indicate your preferred cleaning times and days. If you have any flexibility, let us know so we can accommodate you better.
- Recurring Services: If you are interested in setting up a regular cleaning schedule (weekly, bi-weekly, or monthly), please specify your preferences.
Parking and Access
- Parking Availability: Let us know if there are any parking restrictions or special parking instructions.
- Staircases/Elevators: Mention if there are staircases or elevators that our team should be aware of, especially in multi-story buildings or apartment complexes.
Special Equipment
- Carpet Cleaning: If you require carpet cleaning, please mention the areas and any specific stains that need attention.
- High-Pressure Cleaning: If you need exterior high-pressure cleaning for patios, balconies, or driveways, please specify.
Contact Information
- On-Site Contact: Provide the name and phone number of the person who will be on-site during the cleaning service.