Terms & Conditions
Angel Girls Cleaning guarantees your satisfaction. If you are not completely satisfied with any part of your domestic service your original cleaner will return to your home to re-clean the area/task as soon as we are able and/or we’ll send a different cleaner to re-clean as soon as we possibly can or if your happy for us to rectify on your next booking – we are happy to rectify any issues at hand. This will not apply if you are home upon completion. If you are home and notice that the cleaner overlook something please don’t keep it to yourself, ask the cleaner to re-clean the area or call our office before the cleaner leaves your home. Please contact the office as soon as possible. If we have missed an area please advise us so we can rectify the following booking if not urgent. It may take 1-2 cleans for the regular cleaner to get into a routine of what you would like done each clean as every client of AGC has very different wants/needs in regards to their service. PART bond/spring cleans; Cleaner is only able to do what they can in the time frame allocated following a list supplied by client, anything further and/or extra that may take extra time will have to be completed during another appointment arranged by client with AGC and/or if approved or requested extra time by client on day to continue the list it will be completed on day. A confirmation form is sent before commencement of any works to confirm job details, service & payment details.
Regular/ One off Domestic Cleaning
Minimum of 2 hours per cleaning visit applies. All prices are per person + GST. Rates to confirm prior to service.
We supply all our own equipment & products, unless other arrangements have been made with Angel Girls Cleaning. All cleaning equipment supplied by customer if arranged should be safe and in full working order. If Customer wants any extra cleaning items/areas completed in the general clean provide a list of tasks for the cleaner to follow or work her/his way through e.g. Kitchen window – wipe over, tidy pillows, pick up toys, dishes. As all customers have different needs and wants for your first initial clean we like you to meet the cleaner on day of clean to go through what you’d like done and run through of the house. After first initial clean if not present please leave a note on kitchen bench for any addition requests or general notes to cleaner at your next clean or send via text / email to AGC office to pass onto cleaner before arrival of next clean. If any estimates of how long it will take Angel girls Cleaning to do the job required are being provided that is only an estimate based on the average time it takes to clean a home or office of similar size to the customer’s, it being difficult to estimate precisely how long such tasks may take depending on state of home what you’d like done and that a degree of flexibility may be required. The Customer understands that one off domestic cleaning on homes that aren’t well maintained every week or fortnight may take up to three times longer than a normal general clean due to build up of dirt etc. Angel Girls Cleaning suggest a spring clean to get your home completely up to date before you start a regular house clean to keep cleaning maintained within the home.
Once Off/Monthly/Bond/End of lease/Move in/Spring Cleaning
Angel Girls Cleaning reserves the right to amend the initial quotation, should the client’s original requirements change and/or home is left in a state that will take longer than quoted. Minimum of 2 hours per cleaning visit applies. All prices are per person + GST. Rates to confirm prior to service. We also supply all the equipment and products unless arranged otherwise. FULL Bond/End of lease/Move in/ Spring Cleaning involves every surface in the house to be cleaned including windows inside & out, tracks & screens, unless unreachable by step ladder. We guarantee you get your Bond returned if we are approved by client to complete job in time requested on day, Angel Girls Cleaning give a 3 day guarantee. Customer or real estate agent has 3 days to get back to Angel Girls Cleaning with any items/areas missed if a full bond clean is completed by AGC. We will send a cleaner back that day or within 1-3 working day to fix up these items/areas. We only charge for the amount of hours we are cleaning there for only. We can also organize carpet cleaning & pest control. Payment is made by credit card only. A confirmation form is sent before commencement of any works to confirm job details & payment details. If Customer requires a PART Bond/End of lease/Move in/ Spring Cleaning they agree to provide a list of tasks they would like Angel Girls Cleaning to clean in an allocated time frame. We can not guarantee all items will be completed in time frame allocated, this is an estimate as it is difficult to estimate precisely how long such tasks may take depending on state of home what you’d like done and that a degree of flexibility may be required. If Angel Girls Cleaning need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then $5-15 charge may apply. The client understands that the price he/she has been quoted is not for a “package deal” and does not include anything apart from cleaning labor. If any estimates of how long it will take Angel Girls Cleaning to do the job required are being provided that is only an estimate based on the average time it takes to clean a home of similar size to the customer’s, it being difficult to estimate precisely how long such tasks may take and that a degree of flexibility may be required due to the condition the home is left in, how old the home is and what needs to be completed to get the cleaning up to a real estate standard. Some houses take less time than quoted, others take exact amount quoted, some left in a neglected state or haven’t been cleaned in awhile may take longer than estimated. The customer is advised that an end of tenancy cleaning may take double the length of time required for a general cleaning. Post Construction Cleaning (After Builders Cleaning), Post Party Cleaning or Badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning.
Builders Constructions Cleaning
Full Builders Cleaning & Renovation Cleaning is based on per m2 rate + GST unless advised otherwise by AGC office pending job/works. Part Renovation Cleaning / Shop Fit Out Cleaning is based on an hourly rate per person + GST. To be quoted at an estimate based on builders instructions or PO Order supplied. We will give an estimate time frame for these type of cleans as it is difficult to estimate precisely how long such tasks may take depending on what type of surfaces and how trades have left the site, depending on what the builder requests to be done will require a degree of flexibility. Pending size of the contract/job we may recommend to do a initial clean & a final clean for full constructions contract cleans if they are at a larger scale pending how work is scheduled for the outcome to be at a high standard after defects on all trade work is completed. Rates to be confirmed with office prior to service. These are also stated on Work Authority Payment Forms signed prior to service. PAYMENT CLAIM MADE UNDER THE BUILDING & CONSTRUCTION INDUSTRY PAYMENT ACTS 2004.
Full payment for service must be received immediately upon completion of service by cash or prior arrangement by credit card before day of clean. Credit Card payments are preferred and will be processed after cleaning is completed and a receipt is sent via email or post within 48 hours on request. Otherwise, a $10-20 late billing fee may be applied. If you are not going to be home during the clean, please leave cash for your cleaners on your kitchen counter, receipt on request. Angel Girls Cleaning agrees to keep keys, payment details, and other client information secure and confidential. For your convenience, we gladly accept the following forms of payment: MasterCard/Visa, or Cash. A confirmation form is sent before commencement of any works to confirm these details as per QLD Privacy Legislations.
There are no refunds for gift voucher purchases. Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with Angel Girls Cleaning. If you are not completely satisfied with any part of your service we will be happy to discuss further and/or return your original cleaner to your home to re-clean the area/task within 2 working days or if original cleaner is not available we’ll send a different cleaner to complete cleaning pending the situation at hand.
Appointment Arrival Time Windows
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about 30 minutes, such as “7.30-8AM” or “9-9.30AM”. Many things can affect our schedules, such as cancellations, lockouts, waiting on client, first job taking longer than expected, traffic/travel etc. If we happen to be running late to your appointment you will be contacted via text/call as soon our office is aware and provided with a new expected time of arrival.
Our cleaners are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move anything heavier than they can. Cleaners are only liable for a step ladder height to reach high windows, fans etc. These types of activities put our cleaners in danger of back injury or could even damage something in your home such as scratches on your wood floors, walls etc. If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.
A 70% fee of full-service cost (depending on where the cleaner had to come from to travel to your clean) will be assessed in the event that our cleaning associates arrive and are unable to access the premises due to key not left out etc. This fee is in place to cover expenses we incur for lost travel, time, job and fuel.
Any appointment cancelled less than 24 hours prior to the scheduled appointment time may be subject to a 50% of service cost for a cancellation fee. On the day cancellation is 70% to cover travel and loss of hours. These fees cover our cleaning appointment gaps for our cleaners.
Credit Card Fee
A surcharge of $1 will be added to the total amount of payments made using the credit option when using MasterCard or Via (a credit card or debit card) for amounts of $70 – 350. A surcharge of $1.60-2 will be charged for amounts exceeding $400. This information is also found on our Work Authority Payment Forms.
Additions and Amendments
Any changes to the Service to be provided must be agreed by Angel Girls Cleaning prior or during to the Service Time. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact the office by telephone, who may agree to provide the additional services in its absolute discretion as other cleans may be confirmed for a certain time after your cleaning is complete. The Customer can request such changes directly to the Cleaner but before any additional services are scheduled in communication has to go through our office to ensure this doesn’t effect following clients service.
Customer/Cleaners Representations and Warranties
The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the cleaner and client under no circumstances have any direct in a form of telephone, email, SMS unless given permission by AGC. This is in place so all correspondence goes via the office to ensure we can provide a prompt service and safeguard the confidentiality of the client and AGC; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; Angel Girls Cleaning will provide all cleaning equipment and products, unless other arrangements have been made with Angel Girls Cleaning and the customer if they prefer the cleaner to use their own equipment or/and products; all cleaning equipment and materials provided by the Customer are safe, have not been tampered with and are in full working order; it will advise Angel Girls Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, ipads, works of art, antiques, or items of sentimental value prior to the commencement of the Service. The cleaner is responsible for breakages/damages on the property caused as a result of his or her negligence while cleaning by Angel Girls Cleaning. We will do our best to rectify any issues at hand for you once following our policies and procedures if this situation may occur. The Cleaner will leave a note letting the customer know of any breakages or accidents on the property following a call from the office to resolve the issues.
Health and Safety Risks
In addition to the obligations and warranties set out above, the Customer acknowledges and agrees that: the Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; the Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in his/her absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety or if the cleaner confirmed with the client in regards to a better cleaning product for the areas. The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety. Any pets that may bite, scratch or intimidate any cleaner must be secured away from our cleaners during the clean due to health & safety regulations.
No Engagement of Cleaners / Clients
The Customer acknowledges Angel Girls Cleaning invests significant resources in recruiting, selecting and training its Cleaners. Unless Angel Girls Cleaning 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 Angel Girls Cleaning. The Customer acknowledges that Angel Girls Cleaning may have to suffer loss of cleaner’s job and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer or Cleaner.
If a Cleaner fails to attend the Premises within 1 hour of the allocated time and does not provide the requested Service, Angel Girls Cleaning will provide and offer the Customer to reschedule the Service at another time mutually agreed between the Customer and Angel Girls Cleaning. In the event of a cleaner being sick we will endeavour to provide a replacement cleaner however this cannot always be guaranteed on the day but we do our best to cover as soon as we can. Angel Girls Cleaning will let you know as soon as possibly on the day before if cleaner away sick and offer a different is time & cleaner for scheduled clean.
The actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner. Any price quoted by Angel Girls Cleaning is an ESTIMATE only based on Angel Girls Cleaning experience, without inspection, and based on information provided by the Customer via email/telephone. When our cleaners get to the job, they will access the job and give you a better idea of how long the job is going to take them if they think it is going to exceed the original quote or be below expected. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided Angel Girls Cleaning, Angel Girls Cleaning or Cleaner will provide the Customer with the option to confirm to complete the Service to standard estimating extra time, or for the cleaners to finish of what they are doing, leaving the job in complete. The Customer must inform Angel Girls Cleaning whether any cleaning services required are for a “bond clean”, “domestic clean”, “office cleaning”, or “builders clean” at the time of quotation.
The Customer may make a booking personally over the telephone or via email. We do not accept third party booking unless he or she will be paying for the service or a service agreement is in place with the service provide on behalf of the client. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises; Angel Girls Cleaning provides all quotations at the time of booking. The Customer agrees to provide Angel Girls Cleaning with their valid credit card details at the time of booking and authorizes Angel Girls Cleaning to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement by signing Work Authority Payment Form sent via email. Angel Girls Cleaning is not responsible for not completing or providing the Service as a result of a breach of warranty by the Customer (including a failure by the customer providing a safe working environment or unencumbered access to the Premises); or any damages caused by defective cleaning materials or cleaning equipment provided by the Customer; not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons; any loss or damage incurred by the Customer, being any event beyond the reasonable control of Angel Girls Cleaning; not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; if cleaner is not given the time to clean requested area they will only do what they can in time frame; existing dirt, wear, damage or stains that cannot be completely cleaned or removed; any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed; any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or the cost of any key replacement or locksmith fees, unless keys were lost by Angel Girls Cleaning or the Cleaner.
The Customer agrees to pay the price quoted by Angel Girls Cleaning in full after cleaning is completed as per Work Authority Payment Form signed. This is not a contract, but an agreement between client and Angel Girls Cleaning. If no payment has been made on day of service time, Angel Girls Cleaning will use reasonable endeavours to contact the Customer for payment. In the event that Angel Girls Cleaning cannot contact the Customer or payment is not made day of service, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees. Payments may be made via credit card, or in cash.
Late Payment Fee
Where Angel Girls Cleaning has agreed to invoice/receipt the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 1 days of the invoice date for commercial cleaning. Residential cleaning customers agree to pay in full upon completion of the job. The Customer agrees that if Angel Girls Cleaning has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $20 applies for the first month. In addition to the amounts set out above, the Customer agrees to indemnify Angel Girls Cleaning for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Angel Girls Cleaning in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.
Claims / Accidental Damage
The customer accepts and understands that breakages/damage must be reported within 24 hours from our service date. Failure to do so will entitle customer to nothing. Angel Girls Cleaning advises for your first clean that the customer or a customer’s representative must be present at the time of completion of the job so an inspection can be carried out and any corrections made on site on the same day. If the customer is not completely satisfied with a cleaning job, Angel Girls Cleaning or Cleaners will re-clean any areas and items to customer’s satisfaction. Once Angel Girls Cleaning has left the site it will be of the understanding that customer or customer’s representative is fully satisfied with the services provided and no complaints will be accepted afterwards. Angel Girls Cleaning reserves the right not to be responsible for: cleaning job not complete due to the allocated hours, no hot water or power; third party entering or present at the customer’s premises during the cleaning process; any damages caused by a faulty or not in full working order materials/equipment supplied by the customer; any accidental damages caused by Angel Girls Cleaning or Cleaner if the customer has an unpaid balance owed to Angel Girls Cleaning. We work very hard to avoid these issues by having trained, eye for detail and carful contractors. Complaints filed more than 24 hours after completion of cleaning fall outside the warranty period, and unfortunately may not be covered. Angel Girls Cleaning will not be held responsible for repair or replacement of items broken, damaged or unstable due to pre-existing wear and tear, incorrect installation, assembly or usage or wear & tear.
Any bookings may be terminated by the Customer at anytime, no contracts are in place. Angel Girls Cleaning may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the Service Time. Angel Girls Cleaning may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Angel Girls Cleaning, that breach is incapable of remedy.
The Customer acknowledges that any information provided by the Customer may be used by Angel Girls Cleaning for the purpose of providing the Service. Angel Girls Cleaning agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). The Customer agrees to Angel Girls Cleaning communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service. Angel Girls Cleaning will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
By booking in with Angel Girls Cleaning services by telephone, e-mail or Angel Girls Cleaning website the customer agrees to be bound Angel Girls Cleaning’s terms and conditions.
These terms and conditions shall be governed by the relevant Queensland law, and by agreeing to be bound by them the customer agrees to submit to the exclusive authority of the relevant courts of the Queensland.
Angel Girls Cleaning reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. These Terms and conditions were last updated May 2021.