Terms and Conditions

Effective Date: 09/09/2024

1. Introduction

Welcome to Top Tier Professional Cleaning And Support Services. These Terms and Conditions outline the rules and guidelines for using our cleaning and support services. By engaging with our services, you agree to be bound by these terms. If you do not agree with any part of these terms, you must not use our services.

2. Services Provided

Scope of Services: We provide cleaning and support services including residential cleaning, office cleaning, Housekeeping, Disability and Aged care support work and welfare checks. The details of the services to be provided will be outlined in the service agreement or as described in the service request.
Service Hours: Our services are available Monday to Friday, 8 AM to 4:30 PM for residential cleaning and housekeeping and 8 AM to 9 PM for office cleaning. Any services requested outside these hours may be subject to additional charges.

3. Booking and Cancellations

Booking: To book our services, please call us on 0427140730, or use our online booking system on our website
http://toptierprofessionalcleaningandsupportservices.com.au We require 2 days' notice for booking services.
Cancellations: Cancellations must be made at least 2 DAYS in advance. Late cancellations will incur a fee of 100% of the booked service. If you need to reschedule, please get in touch with us as soon as possible.

4. Fees and Payment

Charges: Fees for our services are based on hourly rates, A detailed quote can be provided before the service is confirmed.
Payment Terms: Payment is due upon completion of the service, within 1 day of invoice. We accept payment via bank transfer, we have other options such as Visa, and Apple Pay, Pay Pal and these have a surcharge of 1.8% of the total invoice amount.
Additional Costs: Any additional costs incurred during the service, such as for special cleaning supplies or repairs, will be communicated and must be approved by you before proceeding.

5. Responsibilities

Client Responsibilities: You are responsible for providing access to the property and ensuring that any special instructions or precautions are communicated to us in advance. If we can't get access to the house due to the client's accidentally locking a door or not leaving a key etc 100% of the scheduled service fee will be required.
Service Provider Responsibilities: We will perform the services with reasonable care and skill. We are not responsible for any pre-existing conditions or damages not disclosed at the time of service.

6. Safety and Security

Health and Safety: We adhere to health and safety guidelines to ensure a safe working environment. Please inform us of any specific health or safety concerns related to your property.
Security: We will take reasonable steps to ensure the security of your property during the provision of our services. However, we are not liable for any loss or damage to personal property unless caused by our negligence.

7. Complaints and Disputes

Complaints: If you are not satisfied with our services, please contact us within 2 days of the service completion to address your concerns. We will work to resolve any issues promptly.
Disputes: Any disputes arising from these Terms and Conditions or the provision of our services shall be resolved through mediation, following the laws of NSW, Australia.

8. Liability

Limitation of Liability: To the maximum extent permitted by law, Top Tier Professional Cleaning And Support Services shall not be liable for any indirect, incidental, or consequential damages arising from the use of our services. Our liability for any direct damages is limited to the amount paid for the service in question.
Insurance: We maintain appropriate insurance coverage for our services. However, we recommend that you also have your insurance for added protection.

9. Termination

We reserve the right to terminate our services at any time if you breach these Terms and Conditions or if we determine that continuation of services is no longer feasible. In such cases, you will be notified, and any payments for services not rendered will be refunded.

10. Changes to These Terms

We may update these Terms and Conditions from time to time. Any changes will be posted on our website or communicated to you directly. Your continued use of our services constitutes acceptance of the revised terms.

11. Contact Us

If you have any questions about these Terms and Conditions or our services, please contact us at:

Top Tier Professional Cleaning And Support Services.
Beechwood, NSW, 2446
nrmalby@me.com
0427140730

Refund Policy

Refund Policy for Cleaning Services

Effective Date: 09/09/2024

1. Introduction

At Top Tier Professional Cleaning And Support Services we strive to provide high-quality cleaning and support services to all our clients. This Refund Policy outlines the terms and conditions under which refunds may be issued for our cleaning and support services.

2. Refund Eligibility

Refunds may be considered under the following circumstances:

Service Quality Issues: If you are dissatisfied with the quality of our cleaning services, please contact us within 2 days of service completion. We will review your complaint and, if valid, offer to re-clean the affected areas or provide a partial refund.
Service Not Rendered: If we fail to provide the services as agreed upon or if the service is cancelled by us without prior notice, you may be eligible for a full refund.
Cancellation by Client: Please review our cancellation policy.

3. Process for Requesting a Refund

To request a refund, please follow these steps:

Contact Us: Reach out to our customer service team at 0427140730 within 2day of the service completion or incident. Provide details of your complaint or reason for the refund request.
Submit Documentation: If applicable, provide any supporting documentation, such as photos (must be timed stamped same day of services provided or a description of the issue, to help us assess your request.
Review and Resolution: We will review your request and, if necessary, inspect the service provided. We will notify you of our decision within 2 days of receiving your request.

4. Refund Amount

Partial Refund: May be issued if only part of the service was unsatisfactory or if only part of the service was not rendered.
No Refund: If the service was provided as agreed and the dissatisfaction is due to reasons outside our control, such as pre-existing conditions or inaccurate information provided by the client.

5. Refund Method

Refunds will be processed using the same method of payment used for the original transaction unless otherwise agreed upon. Please allow 7days for the refund to be processed and reflected in your account.

6. Non-Refundable Fees

Certain fees are non-refundable, including but not limited to:

Cancellation Fees: Fees incurred due to late cancellations as outlined in our Cancellation Policy.
Additional Costs: Any extra charges for additional services or supplies requested during the service.

7. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any changes will be posted on our website or communicated to you directly. Your continued use of our services constitutes acceptance of the revised policy.

8. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us at:

Top Tier Professional Cleaning And Support Services.

Beechwood, NSW, 2446
nrmalby@me.com
0427140730

Terms and Conditions