These are the terms that apply whenever you book a service with Lustre Cleaning Co., whether that is a one off clean or an ongoing arrangement. Please read them before booking. By confirming a booking with us, you agree to the terms set out below.
These Terms and Conditions govern the supply of residential and commercial cleaning services by Lustre Cleaning Co. (ABN 00 000 000 000), operating across the Perth metropolitan region, Western Australia, to any individual or business that books a service with us ("you", "your", or "the client").
By requesting a quote, confirming a booking, or otherwise engaging our services, you accept these terms in full. If you do not agree with any part of these terms, please contact us before booking so we can discuss it, rather than proceeding with a booking under terms you are not comfortable with.
Quotes are provided based on the information you give us about the Property, including its size, condition and the Service requested. Published starting prices on our website are indicative and may be adjusted once the specific details of your Property are known.
A confirmed Quote is valid for the scope of work described at the time it was given. If the actual condition, size or accessibility of the Property differs materially from what was described, we will contact you before carrying out any additional work and agree a revised price with you. We will not carry out work beyond the agreed scope, or charge for it, without your consent.
Optional extras, including but not limited to inside fridge cleaning, wall washing, blind cleaning, garage cleaning, same day booking fees and outer suburb travel contributions, are only charged where agreed with you in advance.
A Booking is only confirmed once both parties have agreed on the Service, price, date and time window. Verbal or written enquiries that have not reached this stage do not constitute a Booking and no Service will be carried out on that basis.
We will make reasonable efforts to arrive within the agreed time window. Where a delay is expected, we will notify you as early as practicable. Time windows are estimates based on typical job duration and may occasionally shift due to circumstances outside our reasonable control, such as traffic, weather, or the duration of a prior job.
For recurring Bookings, the agreed frequency continues until either party gives notice to change or cancel it in accordance with Section 6.
Payment is due on the day the Service is carried out, by bank transfer or card, unless alternative invoicing terms have been separately agreed in writing for commercial or recurring accounts. Where invoicing is agreed, payment is due within the period stated on the invoice, typically fourteen days from the invoice date unless otherwise specified.
We do not require a deposit for standard residential bookings. For large commercial contracts or specialist jobs requiring significant upfront resourcing, a deposit may be requested and will always be disclosed and agreed before the Booking is confirmed.
Late payment on invoiced commercial accounts may incur a reasonable administration fee and may result in future Bookings being placed on hold until the outstanding amount is settled.
You may cancel or reschedule a Booking free of charge by giving us at least twenty four hours' notice before the scheduled time. Cancellations or rescheduling requests made with less than twenty four hours' notice may incur a cancellation fee, reflecting the cost of a team being allocated to that time slot and unable to be reassigned at short notice.
If our team is unable to gain access to the Property at the agreed time through no fault of our own, and this has not been communicated to us in advance, this will be treated as a late cancellation under this section.
We reserve the right to cancel or reschedule a Booking in circumstances outside our reasonable control, including illness, vehicle breakdown, extreme weather, or safety concerns at the Property. Where this occurs, we will contact you as early as possible and offer the next available alternative time at no additional cost.
You are responsible for providing safe and reasonable access to the Property at the agreed time, whether that is being present, providing a key, or arranging an alternative access method such as a lockbox or door code. If access cannot be gained and no prior arrangement has been made, this will be treated as a late cancellation under Section 6.
Where keys or access codes are provided to us, they will be used solely for the purpose of the agreed Service and handled with reasonable care and confidentiality. We recommend clients arrange for keys held on a recurring basis to be collected or the arrangement reviewed periodically.
You are responsible for securing or removing items of significant value, cash, sensitive documents, and items requiring specialist handling before a Service, unless a specific arrangement for such items has been agreed in advance.
Our teams are entitled to a safe working environment. We ask that the Property be reasonably free of hazards, including exposed wiring, unstable structures, biohazards, and aggressive or unrestrained animals, before a Service begins. We reserve the right to decline or discontinue a Service if a genuine safety risk is identified, and will discuss this with you as soon as practicable.
Any pets should be secured or supervised during the Service to protect both the animal and our team. We are happy to work around pets and ask only that this be flagged at the time of booking.
We expect our team to be treated respectfully at all times, and equally, our team is expected to treat you, your Property and your belongings with the same standard of care and respect.
If you are not satisfied with any part of a completed Service, notify us within twenty four hours and we will return to address the specific concern at no additional charge. This guarantee applies to the standard and completeness of cleaning carried out against the agreed scope, and does not extend to pre existing conditions of the Property that were outside that scope.
For end of lease and bond cleaning services, if your property manager or landlord raises a genuine cleaning related issue within seventy two hours of the Service being completed, we will return and rectify it at no additional charge. This guarantee covers the standard of cleaning only and does not extend to matters unrelated to cleanliness, including but not limited to property damage, maintenance issues, missing items, or disputes regarding rent or the lease agreement, which remain matters between you and your landlord or property manager.
To the extent permitted by law, our liability for any loss or damage arising from the provision of a Service is limited to the cost of re performing the affected part of the Service, or a refund of the amount paid for that part of the Service, at our discretion.
We are not liable for pre existing damage, wear and tear, or the deterioration of surfaces, fabrics or fittings that were already compromised, worn, or improperly maintained prior to the Service. Where a surface or item appears to be in a fragile or unusual condition, we recommend flagging this before the Service begins so it can be handled appropriately or excluded from the scope of work.
Nothing in these terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.
We hold public liability insurance covering our operations. In the event of genuine accidental damage caused directly by our team during a Service, please notify us within twenty four hours with a description and, where possible, photographs of the damage, so the matter can be assessed and resolved promptly.
Claims for damage will be assessed on their individual facts. We do not accept liability for damage arising from pre existing faults, improper prior installation, or ordinary wear and tear that becomes apparent during cleaning but was not caused by it.
If you have a concern about a Service, please contact us directly in the first instance, by phone, WhatsApp or email, so we have the opportunity to resolve it quickly. Most concerns are resolved by returning to address the specific issue at no cost, in line with our guarantees under Section 9.
If a complaint cannot be resolved directly, either party may seek assistance from the relevant Western Australian consumer protection body. Nothing in this section limits your existing rights under the Australian Consumer Law.
We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or operating practices. The version in effect at the time of your Booking will apply to that Booking. The current version is always available on this page, along with the date it was last updated.
Neither party will be liable for delay or failure to perform obligations under these terms where that delay or failure results from circumstances beyond their reasonable control, including natural disasters, extreme weather, government restrictions, or public health emergencies.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
These terms are governed by the laws of Western Australia, and both parties submit to the non exclusive jurisdiction of the courts of Western Australia.
Our collection and handling of your personal information is set out separately in our Privacy Policy, which forms part of these terms by reference.
Questions about these terms can be sent to lustrecleaningandco@gmail.com, by phone on 0400 000 000, or via WhatsApp using the link at the top of this page.
General information only. This page provides general information about the terms that apply to our services and does not constitute legal advice to you as a visitor to this website. If you have a specific concern about a booking, please contact us directly using the details above.
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