Terms and Conditions
Effective From: 21st May 2025
1. Introduction
Welcome to Pine Cleaning Co. (ABN: 82680268115). These Terms and Conditions (“Terms”) govern your access to and use of our services, including all cleaning services provided by Pine Cleaning Co throughout Australia. By engaging with us—whether through our website at www.pinecleaningco.com.au, by phone, or email—you agree to comply with and be bound by these Terms.
If you have any questions about these Terms, you may contact us at:
Email: admin@pinecleaningco.com.au
Phone: (02) 8188 1761
2. Services We Offer
Pine Cleaning Co. provides a wide range of cleaning services, including but not limited to:
- Commercial and office cleaning
- Medical and aged care facility cleaning
- Strata and construction site cleaning
- Retail and restaurant cleaning
- Fitness centre and NDIS-related cleaning
- Carpet and commercial kitchen cleaning
We offer one-off cleans, recurring scheduled cleans, and emergency services. Clients can request quotes, make bookings, and purchase service packages online, by phone, or via email. We serve both commercial and residential clients.
3. Bookings and Payments
You may book services through our website, by email, or phone. Some services may require a deposit or full pre-payment, depending on the service type. All payments must be made via accepted methods, including bank transfer or credit card. All prices are inclusive of Goods and Services Tax (GST) unless stated otherwise.
We do not have locked-in contracts. However:
- Ongoing service contracts require at least 15 days’ notice for cancellation.
- One-off bookings must be cancelled at least 24 hours in advance to avoid fees.
Late cancellations or failure to provide access may result in a cancellation fee.
4. Client Responsibilities
To ensure efficient and safe delivery of our services, clients are required to:
- Provide access to the premises, including keys, codes, or contact persons if necessary.
- Ensure that water and electricity are available during the service.
- Secure any pets before cleaners arrive.
- Ensure the work area is accessible and free from obstructions.
Failure to meet these obligations may result in rescheduling delays or additional service fees.
5. Pine Cleaning Co’s Commitments
We are committed to delivering services with professionalism and care. We guarantee the quality of our work and offer a free re-clean within 48 hours if you are not satisfied with the outcome. While we do not offer refunds, we strive to resolve all service concerns promptly.
All staff are thoroughly background checked and trained. We carry comprehensive public liability insurance and worker’s compensation insurance.
6. Limitation of Liability
We are responsible for any damage caused to your property by our staff during the performance of cleaning services, provided it is not caused by:
- Pre-existing conditions or property defects
- Instructions or equipment provided by the client
Our liability is limited to the cost of repair or replacement of the damaged item, subject to the terms of our insurance.
7. Health and Safety
Our team adheres to strict safety standards. We do not handle hazardous materials, biohazards, or any dangerous substances without prior agreement. If hazardous conditions are discovered, we reserve the right to pause or terminate the service until the risk is mitigated.
All staff are required to wear appropriate personal protective equipment (PPE) and follow COVID-19 and infection control protocols in line with Australian Government health guidelines.
8. Access & Cancellations
If our staff cannot access your property at the scheduled time due to reasons beyond our control (e.g., locked premises or unresponsive client), we will notify you and reschedule where possible. Additional travel or wait fees may apply.
Cancellations are subject to the following:
- One-off services: Minimum 24 hours’ notice required
- Recurring or contract services: Minimum 15 days’ notice.
9. Intellectual Property
All content on our website—including text, images, logos, and other branding materials—is the property of Pine Cleaning Co and may not be copied, distributed, or reused without our express written permission. Any unauthorised use constitutes a breach of intellectual property laws under the Copyright Act 1968 (Cth).
10. Privacy
Your personal data is collected, stored, and processed in accordance with our Privacy Policy. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By engaging our services, you consent to our use of your information for service delivery, communication, and billing purposes.
11. Governing Law
These Terms are governed by the laws of Australia, including the Australian Consumer Law (ACL). Any disputes arising from these Terms or your use of our services will be resolved under the jurisdiction of the relevant courts in your state or territory.
12. Damage Policy – Pine Cleaning Co.
At Pine Cleaning Co., we take great care in providing high-quality commercial cleaning services. In the rare instance that damage occurs during our service, please contact our team and provide clear photographic evidence within the timeframes outlined below:
- For General Commercial Cleaning Services: All damage claims must be reported to Pine Cleaning Co. within 2 business days of the service date, along with supporting evidence.
- For End-of-Lease or Final Services: Claims must be reported within 5 business days, with accompanying evidence.
Claims submitted after these timeframes will not be reviewed.
Pine Cleaning Co. is not liable for pre-existing damage or for damage to valuable, personal, or sensitive items, including but not limited to:
- Artworks, antiques, or collectibles
- Financial or confidential documents
- Cash, jewellery, or electronics
- Designer furnishings, equipment, or accessories
If photographic evidence cannot confirm that the damage occurred during our service and was caused by a Pine Cleaning Co. team member, we may be unable to approve the claim.
In cases where other service providers or contractors are present at the premises during the cleaning service, Pine Cleaning Co. will not accept responsibility for any damages unless it can be clearly attributed to our team.
If the damage is determined to be caused by our team due to negligence or fault:
- We will first attempt to arrange a repair.
- For repairs under $200, we may engage a qualified tradesperson directly.
- For more significant or unusual damage, customers may be asked to obtain two to three quotes for repair or replacement.
- If a repair is not viable, a suitable replacement may be sourced. Proof of purchase will be required.
All quotes and supporting documentation must be submitted within 30 days of lodging the complaint.
Please note that payment for the cleaning service will still be processed while the damage claim is under review. If there is insufficient photographic evidence, we may not be able to cover the full cost of repair or replacement.
By engaging Pine Cleaning Co. and permitting our cleaners to begin the service, you acknowledge and agree to the above Damage Terms & Conditions.
