Terms of Service
When using TSC you automatically agree to the following Terms and Conditions:
Moving Furniture:
As we are happy to clean behind and around furniture, we do not move, shift or slide any furniture and for this reason can not be held responsible or liable for any damages i.e. damaging floors and floors boards.
Cleaning Services:
- The Service will be for such cleaning duties as agreed between you and TSC Cleaning Service Provider at the time of booking.
- In majority of cases, all cleaning products and equipment required to service your property are provided by TSC Staff unless agreed otherwise.
- If, at any time prior to or during your service, if our Staff feels there is a safety issue, at their discretion, they can terminate the service.
- Our teams are vaccinated
- The responsibility of parking is up to the customer. Our cleaners require parking for the entirety of your clean. If no free parking is available, either on the street, on the property, or in your building, the customer will need to cover the cost of paid parking. Please advise of this upfront when making your booking, so the cost of parking can be factored into the pricing
Customer Responsibilities:
- Provide a safe working environment for the TSC team to perform the Service;
- Leave access unobstructed to those areas of the Property requiring the Service;
- Provide TSC team access to all service utilities (including hot and cold water, electricity, and rubbish bins) as required to complete the Service;
- Prior to the commencement of the Service, inform our Staff of any hazards, slippery surfaces, risks or dangers you’re aware of.
Payment Terms:
- The Customer agrees to pay at completion of service.
- The customer will receive an invoice and payment needs to be paid on the day otherwise a late payment fee will be applied
Changes to Scopes of Works:
- Any changes to the Service originally agreed to between TSC staff and yourself must be advised to and the price agreed on prior to the service commencing.
No Engagement Of Cleaners:
- The Customer acknowledges TSC invests significant resources in recruiting, selecting and training its Cleaners. Unless TSC gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by TSC teams or for a period within 12 months after the conclusion of any Service. The Customer acknowledges that TSC may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.
- If there has been an offer made to the cleaner or engagement of cleaner, a placement fee will be applicable and invoiced.
Accidents, Breakage, Damage & Theft
- The Customer must inform TSC or its Staff of any incident where an accident, breakage, damage to property within 12 hours of completion of the Service.
- To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to TSC or its Staff within 12 hours of completion of the Service.
- In the case of a complaint, TSC requires to be notified within 12 hours after completion of the cleaning work.
- All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.
Cancelation Policy
At Touch shine cleaning we pride ourselves on maintaining strong communication with our clients, so most of our communication is done in writing for your reference and peace of mind.
If you make a one-off booking with us, your booking is confirmed as soon as you receive a booking confirmation email from us. If you have a regular, ongoing booking with us (for example a weekly or fortnightly clean) your booking is automatically confirmed for the same day and timeframe each week or fortnight.
There are no lock-in contracts with our services, however we do require a minimum of 24 hours notice to cancel, reschedule or suspend a clean. This can be done by email or phone call to 0420 899 842.
As our cleaning staff don’t arrange the rosters or have access to our booking schedule, we strongly advise you contact us directly about cancellations rather than only telling your cleaners. For your peace of mind, we confirm all cancellations in writing, by either sms or email.
For cancellations (or reschedule requests) with less than 24hrs notice given, a cancellation fee applies. Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to one (1) hour of cleaning and is used to compensate staff for their loss of income.
Lock-outs
If we arrive for a scheduled booking but are unable to gain access to the property, eg. if you forget to leave out a key for us or if no one is home as arranged, we will always attempt to contact you first to see if there is an alternative way we can gain access or if someone could return to the property to let us in. Any time we spend waiting for access is billed as part of the clean. If we are not able to get in contact with you within a reasonable amount of time or access is not possible, there is also a call-out fee in addition to late cancellation fee. Lock-out fees (ie. cancellation + callout fee) are equal to two (2) hours of cleaning, and is used to compensate staff for their travel expenses and waiting time, as well as the loss of income.
To prevent either of these situations from occurring, we urge all clients to save the date(s) of their bookings into their diaries and to have a reminder system in place to advise us with adequate notice in the event that an upcoming clean needs to be cancelled or rescheduled. If you are in doubt about when your next scheduled booking is, feel free to contact us and we will confirm this with you.
If you have any other questions about our cancellation policy, please do not hesitate to get in touch.
In summary...
Once a booking is confirmed, minimum 24hrs notice is required for cancellations, reschedules or suspension of service
• Cancellations can be made by phone call, email or sms to 0420 899 842
• Late cancellations, made without a minimum of 24hrs notice, will incur a cancellation fee
• Cancellation fees are equivalent to one (1) hour of cleaning
• Lock-outs, where we are unable to enter a property after making a call-out, incurs an additional call-out fee
• Lock-out fees (ie. cancellation + call-out fee) are equivalent to two (2) hours of cleaning