Terms and Conditions

At Sage Cleaning Co., we are committed to providing reliable, eco-friendly cleaning services. Please read our terms and policies carefully to understand your rights and responsibilities when using our services.

1. Booking & Scheduling

We aim to make scheduling simple and flexible for you!

• Service Availability - Our cleaning services are available by appointment and are confirmed via email. Bookings are subject to availability.
• Rescheduling & Cancellation - Life happens! If you need to reschedule or cancel your appointment, please notify us at least 24 hours in advance to avoid any fees.
• Late Cancellations - Cancellations made within 24 hours of your appointment may incur a charge of up to 50% of the service fee to cover administrative costs and scheduling impacts. If something comes up last minute, please reach out—we’ll do our best to find a solution that works for both of us.
• Change of Scope - If you require additional services after your booking is confirmed, we will do our best to accommodate your request, subject to availability. If extra time or resources are needed, we will provide a quote before proceeding.
• No Locked-in Contracts - If you book regular cleaning services, you are free to cancel at any time. However, we kindly ask that you respect our 24-hour cancellation policy to help us manage our schedule efficiently.

2. Services & Quotes

We believe in transparency and providing you with clear, straightforward pricing!

• Property Condition - Our quotes assume the property is in standard condition, with most floors and surfaces cleared of personal items to allow access. If areas are completely covered or blocked, they won’t be cleaned. For moderate clutter, after an event or disorganized spaces, we recommend booking our Tidy Up & Clean service. For excessive clutter (e.g., hoarding situations, post-move, reorganizing or renovations), please request a custom quote to ensure we allocate enough time.
• Flat-Rate Pricing - We offer flat-rate pricing, so there are no surprise charges based on time. The allocated time is a guideline, but if we find the property needs more attention, we’ll contact you to discuss and adjust the quote before the service is commenced.
• No Hidden Fees - We do not charge extra for travel or fuel. Our pricing is straightforward and covers all the services agreed upon in the quote.
• No Access Fee - If we cannot access the property within 15 minutes of arrival, a 50% service fee may apply to cover administrative and scheduling costs.

3. Customer Responsibilities

To help us deliver the best service, we ask for your cooperation in a few simple things.

• Declutter Areas - Please ensure that the areas we need to clean are clear of personal items. If you need a little help with tidying, our Tidy Up & Clean service is a great option or we are happy to provide a custom quote.
• Timely Access - Please ensure prompt access to the property at the scheduled time. If we are unable to enter and commence our work within 15 minutes of the scheduled time, a 50% no-access fee may apply or we might not be able to provide the full service as booked and our satisfaction guarantee will be waived.
• Hot Water & Utilities - Please make sure hot water and electricity are available or let us know in advance if not, so we can adjust your quote.
• Safe Environment - The property must be free from biohazards (eg. human and animal waste outside the toilet bowl, or other body fluids) and toxic or dangerous materials. If we encounter any unsafe situations that can't be resolved on the spot, we may need to refuse service and charge up to 50% of the service fee to cover our time.
• Bins - If your service includes household rubbish removal, please make sure a bin is accessible for disposal.
• Feedback - We welcome your feedback to help us improve! Please contact us if you have any questions, suggestions or concerns.

4. Payment Terms

At Sage Cleaning Co., we aim to make payments easy and convenient. We offer a range of secure payment options to suit your needs.

• Payment Methods - We accept all major credit and debit cards, Afterpay, bank transfers, and cash. All payments are processed securely.

If you prefer to pay with Cash, please ensure the exact amount is available or let us know in advance if change is needed.

• Late Payments - Late payments may incur additional fees. Please contact us if you need more time to arrange payment.
• Refunds - Refunds are provided only if services were not delivered as agreed. Refund requests must be made within 24 hours of service completion.
• Secure Payment Guarantee - We ensure that all online transactions are encrypted and processed through trusted payment gateways. We do not store or share your payment details.
• GST - As a small business, we are not GST-registered. If you require a tax invoice, please notify us in advance.
• Invoice Payments - For businesses and regular clients, we offer invoicing with flexible payment terms. Let us know if you’d like to set up recurring services with monthly or fortnightly billing.
• Need Help? If you have any questions or need assistance with your payment, please contact us at info@sagecleaning.com.au. We're happy to assist you!

5. Service Standards & Liability

At Sage Cleaning Co., we are committed to providing high-quality, reliable cleaning services. Please review the following guidelines regarding our service standards and liability:

• Satisfaction Guarantee - We strive to deliver spotless cleaning services. If you're not fully satisfied or we've missed something that was booked, please contact us within 24 hours for a free follow-up appointment to resolve any issues. For bond cleans, we offer a 7-day satisfaction guarantee.
• Exclusions - We do not clean human or animal waste outside the toilet, bodily fluids, or hazardous materials. Please ensure that areas requiring such cleaning are addressed before our service. If any of these conditions are present, we reserve the right to refuse service.
• Safety - Our cleaners reserve the right to leave the premises if they feel unsafe or encounter hazardous conditions. Your safety and the safety of our staff are our top priority.
• Window Cleaning - Our basic window cleaning service includes easily accessible windows that can be cleaned with a 1.2-meter rod. For windows with fly screens, safety racks, or high-rise windows, please notify us in advance, as additional work may require a custom quote.
• Oven Cleaning - During our deep oven clean, we clean all removable parts of the oven according to standard warranty guidelines. Please note, we do not disassemble the oven beyond what is typically removable for cleaning purposes.
• Rubbish Removal - For our General, Tidy Up & Clean, and Deep Cleaning packages that include rubbish removal, customers must provide bins for proper disposal.
• Tidy Up & Clean Service - Our Tidy Up & Clean service includes decluttering and sorting items into groups. However, it does not include neatly folding clothes or organizing belongings in a specific way. If you require additional organizing, please book this in advance.
• Liability - While we handle your property with care, we are not responsible for any pre-existing damage or wear and tear. We recommend reporting any pre-existing damage to us before the service.

6. Eco-Friendly, Child and Animal Safety Commitment

At Sage Cleaning Co., we are committed to protecting both your home and the environment. We prioritize the use of non-toxic, biodegradable cleaning products to ensure that our methods have minimal impact on the planet while maintaining the highest cleaning standards.

• Eco-Friendly Products - We use non-toxic cleaning products that are safe for both your home and the environment. All of our products are vegan and not tested on animals. Our methods are designed to reduce waste and minimize our environmental footprint.
• Septic Tank Safety - While all our cleaning products are greywater-safe, please let us know in advance if your property has a septic tank to ensure we use only septic-safe certified products.
• Child and Pet Safety - Your family's safety is our top priority. For households with sensitive individuals (humans or pets), we can provide a scent-free clean with food-grade products. Please inform us in advance, and we will accommodate your needs, ensuring that we avoid any fragrances or oils that could be harmful to your loved ones.

7. Privacy Policy

At Sage Cleaning Co., we respect your privacy and are committed to protecting your personal information. We only collect the details necessary to provide and improve our services, handling all customer information with the utmost care and confidentiality.

• Data Collection - We collect personal information only to provide and enhance our cleaning services. We do not share or sell your data for marketing or any unrelated purposes.
• Third-Party Services - To process your bookings and payments, we use trusted third-party providers. These services comply with industry-standard encryption and privacy protections to ensure your payment details are securely handled.
• Data Security - Your information is securely stored through our payment gateway and booking app. We work with trusted third-party providers who ensure your data is protected and never used for purposes outside of processing your appointments and payments.
• Client Confidentiality - We respect your privacy and will not share any information or photos of you, your home, or your belongings unless required by law. Please note that this does not apply for end-of-lease cleanings, where we may take photos of the property after the service is completed for service guarantees.
• Compliance with Australian Privacy Laws - We comply with Australian privacy laws and take your trust seriously. If you have any questions about how we handle your information, feel free to reach out to us at info@sagecleaning.com.au.

8. Service Guarantees & Contact

If you have any questions regarding our terms and policies, or if you need to raise a concern, please don’t hesitate to reach out to us at: info@sagecleaning.com.au

• Satisfaction Guarantee - We offer a 24-hour satisfaction guarantee for all our services. If you are not fully satisfied with our service, please reach out via email within 24 hours of service completion, and we will arrange a follow-up appointment to address the issue. For the best outcome, we encourage you to contact us promptly if you notice any damage or need to resolve any legal matters.
• Bond Clean Guarantee - For bond cleans, we offer a 7-day satisfaction guarantee. If your agent finds any cleaning-related issues with any items on the booked exit clean service checklist, please send us an email with photos or other proof, and we will arrange a follow-up to rectify the issue at no cost.
• Service Guarantee Exclusions - Our guarantee does not cover pet odours or hair that cannot be removed from carpets. It only applies to the items listed on the booked service checklist and is valid if no one has entered the property after our clean. It does not cover dust accumulation after the clean or any external areas affected by rain.

  Please note that some conditions, such as penetrating mould, severe oven burns, deep-set scratches or marks, rust, corrosion, peeling surfaces, heavy oil build-up or glass cancer are considered damage or wear and tear. While we will do our best, we cannot guarantee full removal of these issues. However, we will address any cleaning-related concerns raised within 7 days of the initial clean.

  We will not attempt to remove sticky items (e.g., dried blue-tack, wall stickers, or hangers) from surfaces if we believe it may cause further damage.

  Our services are limited to cleaning and related tasks. Any damage, wear and tear, or non-cleaning-related issues requiring remediation are not covered under our guarantee.

If you have any questions or concerns, please email us at info@sagecleaning.com.au.

By booking a service with Sage Cleaning Co., you agree to these terms and conditions.