Terms of service
TERMS & CONDITIONS
1. AGREEMENT
Cove Coastal Cleans agrees to provide cleaning services at the address stated by the
customer. The service will cover tasks as agreed with the customer. At our discretion, we
may provide one or more service providers to attend the premises at a mutually agreed time
and date. We will endeavour to provide the service faithfully, diligently, and professionally.
2. ADDITIONS AND AMENDMENTS
a. Any changes to the service must be agreed upon by us in writing before the scheduled
clean. Otherwise, additional fees may apply.
b. If the customer requires additional services or changes during the clean, they must first
contact us via text message. Any agreed additional services will incur extra fees. Cleaners are
not authorised to approve changes directly.
.3. ACCIDENTS, BREAKAGE, DAMAGE, THEFT & PETS
a The customer must report any accidents, breakage, damage, or theft caused by a cleaner
within 24 hours of the clean.
b. Failure to report incidents within 24 hours means the customer is not entitled to claim
compensation.
c. Cove Coastal Cleans is not liable for loss or damage to cash, jewellery, art, antiques, or
sentimental items.d. While we will always do our best to keep your pets safe while we are on the premises,
Cove Coastal Cleans is not responsible or liable if a pet escapes during or after our
attendance. It is the customer’s responsibility to secure all pets appropriately before and
during the clean.
e. Window Cleaning Disclaimer & Glass Coverage
Cove Coastal Cleans is fully insured for the cleaning of internal glass, including but not
limited to glass splash backs, glass shower screens, glass balustrades, and mirrors.
However, Cove Coastal Cleans is not insured for window cleaning. While we may agree, at
the customer’s request, to clean one-off windows, this service is provided strictly at the
customer’s risk.
For any agreed window cleaning, we will only use “For All” cleaning product and water.
Cove Coastal Cleans accepts no liability for any damage including, but not limited to,
cracking, breaking, peeling, discolouration, scratching, or any other form of damage to
windows, frames, seals, coatings, or surrounding areas.
By requesting or permitting window cleaning, the customer acknowledges and accepts that
Cove Coastal Cleans cannot be held liable for any resulting damage.
4. CANCELLATION POLICY
a. The customer must provide at least 1 business day’s notice to cancel, postpone, or suspend
a service.
b. If less than 1 business day’s notice is provided, the customer agrees to pay 100% of the
quoted price.
c. Rescheduling Policy: We understand that unexpected illness can occur, and we are happy
to reschedule at no charge. However, as a team, our staff may also fall ill, and we may need
to reschedule your clean when necessary.
5. QUOTING AND ESTIMATES
a. All quotes are based on the information provided by the customer at the time of request.
b. Quotes assume that the property condition matches the description given by the customer,
including factors such as cleanliness and the presence of pets.
c. We reserve the right to inspect the property before commencing work to verify conditions.6. CHANGES TO QUOTED PRICE
a. If, upon inspection or during the clean, we discover the property condition differs from the
initial description, we reserve the right to adjust the quoted price accordingly.
b. Situations that may lead to price adjustments include but are not limited to:
• Additional rooms or areas not mentioned in the initial quote
• The presence of hazardous materials or special handling requirements
• Large amounts of mould discovered after the initial quote
• Significant differences in task size or complexity
c. Any price adjustments will be communicated promptly, and work will not proceed
until the revised price is agreed upon in writing.
7. ADDITIONAL CHARGES
a. If a revised price is not agreed upon and work has already started, we will charge for work
completed up to that point at the adjusted rate.
b. Additional charges apply for:
• Last-minute changes (such as adding extra cleaning tasks): 20% surcharge on top of
the scheduled fee.
8. PAYMENT TERMS
a. Payment is due within 3 days of the invoice date.
b. If payment is not received within 3 days, a reminder will be sent.
c. If the invoice remains unpaid after 7 days, a 10% late fee will be added to the outstanding
amount.
d. Late payments will continue to accrue weekly at 10% per week on the remaining balance.
9. DISPUTE RESOLUTION
a. Any disputes regarding quotes or additional charges must be raised in writing within 2
business days of receiving the invoice.b. We will make every effort to resolve disputes amicably and in a timely manner.
10. SERVICE AVAILABILITY
• Home Cleaning Services: We take a 2-week break over the Christmas period and do
not operate on public holidays.
• Airbnb Cleaning Services: Airbnb cleans will continue during the Christmas period
and on public holidays if required, but a 20% public holiday surcharge applies. We try
our best to avoid working on public holidays where possible.
11. ACCEPTANCE OF TERMS
By accepting a quote and engaging Cove Coastal Cleans for services, the customer agrees to
these Terms & Conditions.
These terms are subject to change at any time. Customers will be notified of any changes
affecting their current service.