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Terms & Conditions – NAS Cleaning Services

1. Introduction

Welcome to NAS Cleaning Services. By booking or using our cleaning services, you agree to be bound by these Terms & Conditions. Please read them carefully. If you do not agree, you should not use our services.

2. Services

NAS Cleaning Services provides professional cleaning services including home cleaning, office cleaning, carpet cleaning, end-of-lease cleaning, and related services. All services are provided as described on our website or in any booking confirmation.

3. Bookings & Confirmation

  • Bookings must be made through our website, email, or by phone.
  • All bookings are subject to confirmation by NAS Cleaning Services.
  • We reserve the right to refuse or cancel any booking at our discretion.

4. Payments

  • Payment is due as specified at the time of booking.
  • Accepted payment methods include credit/debit cards, bank transfer, or as agreed in writing.
  • All prices are in AUD and inclusive of GST, unless otherwise stated.

5. Cancellation & Rescheduling

  • Customers may cancel or reschedule services with at least 24 hours’ notice.
  • Cancellations made with less than 24 hours’ notice may incur a cancellation fee.
  • NAS Cleaning Services may cancel or reschedule services due to unforeseen circumstances, in which case we will notify you promptly and arrange an alternative time.

6. Access & Customer Responsibilities

  • Customers must provide safe and reasonable access to the property for our staff.
  • All pets should be secured, and any hazards or fragile items should be communicated.
  • NAS Cleaning Services is not responsible for damage caused by pre-existing conditions or unsafe environments.

7. Rectification ("Reclean") Process

If you are not satisfied with the standard of our cleaning, we offer a rectification service. This process is strictly triggered by a formal final inspection.

  • Trigger for Reclean: We will only schedule a reclean following a formal final inspection conducted by either you (the client) or your real estate agent/landlord.
  • Timeframe: Once the inspection has taken place and issues have been identified, we have a 72-hour window to complete the reclean.
  • Access: To facilitate this, you must provide us with access to the property or provide your managing agent’s details so we can arrange to pick up and drop off keys. Without this access, we cannot perform the reclean.

8. Notification and Scope

  • Notification: We will notify you directly regarding the scheduled reclean.
  • Scope Limitation: Please note that the reclean will only address issues that were included in your initial scope of work (the original booking agreement). We cannot attend to new requests or areas that were not part of the original clean.

9. Failure to Provide Access

  • If you or your agent fail to provide access, keys, or entry instructions within the 72-hour rectification window, we will consider the complaint resolved. In such cases, we are unable to provide a refund or further compensation regarding the original complaint.

10. Complaint Documentation

  • To ensure we address the correct issues, all cleaning deficiencies must be documented and listed in the initial complaint report submitted to us. We will only address items clearly outlined in this initial report.

11. Permanent or Pre-existing Damage

During the reclean, our team may identify that certain “dirty” marks or flaws are actually permanent stains, pre-existing damage, or features of the surface that cannot be cleaned.

  • If an issue is identified as permanent or damaged, we will inform you immediately following the reclean attempt.
  • Outcome: If an issue is deemed permanent or due to damage (rather than a lack of cleaning), we cannot proceed with further action regarding that specific item. This means we will not be able to offer a refund or further reclean for that specific complaint, as it falls outside the scope of “cleanability.”

12. Liability

  • NAS Cleaning Services will take reasonable care to perform services professionally.
  • Liability for loss or damage is limited to the value of the service booked, except in cases of gross negligence or deliberate misconduct.
  • NAS Cleaning Services is not liable for indirect, incidental, or consequential damages.

13. Refunds for Service Non-Completion (Cancellation by Nas Cleaning Services)

While we strive to honor all bookings, there may be rare instances where we are unable to attend a scheduled job due to unforeseen circumstances (e.g., staff sickness, vehicle breakdown, or emergency issues).

  • Eligibility: If Nas Cleaning Services cancels a booking or is unable to attend the scheduled time, the client is eligible for a refund.
  • Refund Calculation: In such cases, the refund will be calculated based on an hourly rate, prorated to the specific items or tasks that were unable to be completed. The refund amount will be equivalent to the value of the uncompleted work as listed in the original booking agreement.

14. Privacy

  • Customer information is collected and used for booking, service delivery, and communication purposes.
  • NAS Cleaning Services will not sell or share personal data with third parties without consent.
  • See our Privacy Policy for full details.

15. Changes to Terms

  • NAS Cleaning Services may update these Terms & Conditions at any time.
  • Updated terms will be effective immediately upon posting on our website.
  • Continued use of our services constitutes acceptance of the updated terms.

17. Governing Law

These Terms & Conditions are governed by the laws of ACT Canberra, Australia. Any disputes will be resolved in the courts of ACT Canberra.