Terms and Conditions
These Terms and Conditions represent the Agreement between “Less Mess Maddie” and the Customer. By making a booking either over the phone, via e-mail or through our website, or by providing instructions to Less Mess Maddie or the Cleaner in relation to the Services, You are entering into a binding Agreement, to which these Terms and Conditions will apply.
These Terms and Conditions are subject to change without notice, from time to time at our sole discretion. Any amendments to these Terms and Conditions will be visible on our website.
1. DEFINITIONS
1.1. In these Terms and Conditions, the following definitions apply:
“Less Mess Maddie”, "We", "Us" – means Emjoy Aust Pty Ltd (ACN 660 336 238) trading as Less Mess Maddie.
"You" or "Customer" - means a person, body or agent who is a beneficiary of the services being provided. A person or body acting as an agent are also deemed a Customer.
“Additional Charges” means charges that are separate from the quote, and may include but are not limited to, the cost of additional services and additional time required.
"Cleaner" - means the person carrying out cleaning services on behalf of Less Mess Maddie.
"Cleaning Visit" - means the visit to the Customer's Service Address by the Cleaner to carry out the Service.
"Service" - means the cleaning services provided by Less Mess Maddie as described in the quote or the invoice.
“Service Address” – means the address provided by the Customer, where the Services will be carried out.
1.2. The Headings contained in these Terms are for convenience only and do not affect their interpretation.
2. SERVICE GUARANTEE
2.1. Less Mess Maddie has built its business and reputation by providing its Customers with the best possible cleaning service available. Still, we realise that because our employees are human beings, they sometimes make mistakes. For this reason, Less Mess Maddie offers you a guarantee. If You are not satisfied with the cleaning standard of certain areas after the cleaning, the Cleaner will come back to the Service Address and re-clean that area free of charge provided we are notified in writing within 3 working days of the Service Date.
2.2. We will organise our Cleaners to return to rectify issues without charge within 3 working days of the Service Date after receiving an email detailing the areas of concern with clear pictures of same.
2.3. Please understand that our Service does not guarantee items which we had not done on the day of cleaning and only covers items discussed in original booking, quote or mentioned on tax invoice as per Customer requirement.
2.4. The professional Cleaners are limited in attaining the best result in some cases due to the condition and nature of cleaning required for specific items using the standard method of cleaning.
2.5. We are not responsible for any existing damage to the Customer's property that is not able to be cleaned by our Cleaners using standard methods of practice. Whilst we take the utmost care with your home or office and possessions, we take no responsibly for damage caused by a fixture or fitting that was unsafe before we commenced cleaning.
2.6. Less Mess Maddie will reimburse, repair or replace any items damaged as a result of our Cleaner’s negligence while providing services.
2.7. We will do our best to make sure your home, furnishings and appliances are cleaned to a high standard. However, if they have not been cleaned regularly since they were purchased or built regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals and/or our best practice.
2.8. Regarding End of Lease and Pre/Post Sale Cleaning - At the time of commencement for unfurnished properties, it is the Customer’s responsibility to remove all goods and belongings left in the property as we cannot be responsible for any losses. If rubbish removal is required, this is an Additional Charge to the Customer.
2.9. These “Service Guarantee“ clauses are applicable to all domestic cleaning, end of lease cleaning, pre/post sale cleaning, office/factory cleaning, builders cleaning and commercial/industrial cleaning unless set out in these Terms and Conditions or communicated to you at the Cleaning Visit.
3. QUOTATIONS
3.1. Quotes provided without an onsite inspection are only an 'estimate price' based on the information available at the time. The basis of this estimate centres around 'average room sizes in a property left in a reasonable state of cleanliness'. It may vary on initial inspection on the day of Cleaning Visit.
3.2. The quotation is subject to change for the following reasons: state of property not as expected; the Customer's original requirement is altered; variations of the condition or size. Any of these reasons constitutes the booking to be altered by mechanisms of re-scheduling or cancellation, at the discretion of Less Mess Maddie. Any additional services added on the day of cleaning will be charged accordingly.
3.3. Whilst we have good price accuracy when we provide quotes over the phone or via email, some Service Addresses in bad condition may require extra cleaning time, may involve Additional Charges, and may not be covered by the abovementioned Service Guarantee.
3.4. Specifically, Additional Charges may apply in the following conditions -
3.4.1.Homes/offices that are not regularly cleaned or have been neglected may well require additional hours;
3.4.2.Service Addresses that have had pets, small children and have had vigorous wear and tear may also incur extra costs.
3.4.3.Additional travel charges for collection and returning of keys.
3.4.4.Time wasted due to difficulties accessing the property.
3.4.5.Service Addresses containing a second kitchen/outdoor entertaining or granny flat.
3.5. Large sized dwellings with five (5) or more bedrooms; more than three (3) bathrooms; multiple living areas and levels will need an individual quote based on the extensive work done.
4. CARPET CLEANING
4.1. Our standard carpet cleaning will remove dirt, grime and dust from everyday foot traffic and most clear liquid spills. Additional Charges may apply to clean heavily soiled carpets.
4.2. Whilst our best effort will be made to clean your carpets, the result will vary from carpet to carpet, and will be dependent on a number of factors beyond our control. We can give no Service Guarantee as to the actual result of the service.
4.3. Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed are not our responsibility. Some stains that are deemed permanent may not respond satisfactorily to any treatment. For this reason, we do not provide a Service Guarantee removal of permanent stains.
4.4. We advise not to walk or place any furniture on the carpet that is not 100 % dry and shall not be liable for any damage this may cause.
4.5. For stain and spot removal on carpets, the nature of some marks makes it impossible to restore original colour or texture. At times, a spot or stain will appear even more visible after general cleaning. Spot and stain removal works on rust, liquor, cosmetics, ink, coffee, and the like are performed at Customer risk because removal of some spots and stains is not guaranteed due to different factors such as nature of material and age of stain or spot. Carpeting in its nature can have certain permanent characterises such as fluffing, blooming, pile shading, colour fading, browning, shredding on high traffic areas or pressing of pile which cannot be fixed with carpet cleaning.
5. END OF LEASE / MOVE OUT CLEANING & PRE/POST SALE CLEANING
5.1. It is the Customer's responsibility to make sure electricity and hot water are connected as per as our requirements. We cannot guarantee 100% results if they are not provided as hot water and electricity are a must to clean most items.
5.2. It is the Customer's responsibility to make the property empty as per as our requirement for cleaning. Moving of furniture or items is not included and must be completed by the Customer prior to the booking date. If the property is not empty on the date of cleaning, Additional Charges may be charged, and we may not be able to complete all tasks.
5.3. For bond cleaning of fully furnished properties wiping of furniture and appliances e.g., microwave, fridge etc., is not included and can be done at additional cost. The Service excludes cleaning of kitchenware (e.g., cutlery) and linens (e.g., bed sheets).
5.4. Less Mess Maddie do not guarantee bond refunds.
5.5. For Service Addresses which have not been cleaned on a regular basis then it may not be possible to achieve 100% cleaning results and Additional Charges may be charged and the Services Guarantee may not apply.
6. ACCESS, ANIMALS AND PARKING
6.1. Customers are required to advise for and provide parking or pay for parking charge if applicable.
6.2. Less Mess Maddie is a pet friendly company, however, if your animal may be bothered by us attending your Service Address, please arrange suitable restraint.
6.3. Customers are required to ensure that sufficient measures have been taken to prevent their animals from escaping while Less Mess Maddie cleaners are in attendance, entering and exiting the Service Address.
6.4. It is the Customer’s responsibility to provide access to the Service Address on or before the date of the booking. If Cleaners arrive, and access is not available a call out fee/cancellation fee may be charged.
6.5. Less Mess Maddie understands that since the global pandemic many of you may now work/study from home. Invariably your clean may take longer if we need to work around members of your family and/or zoom meetings, phone conferences etc. This may result in Additional Charges.
7. PAYMENT TERMS
7.1. All prices and quotations are expressed to be GST exclusive amounts, whether contained in the quotation or otherwise.
7.2. For all domestic, end of lease, pre/post sale cleaning payment is due on the day of Service, unless agreed otherwise in writing prior to commencement of the Services (Agreed Due Date).
7.3. Payment may be made via electronic funds transfer or online via your debit or credit card (2.5% surcharge will apply). All payment details will be provided on the invoice.
7.4. Late payment fee of $30 applies for every month late on part or full payment.
7.5. In addition to the Late Payment Fee, if the Customer fails to make payment of any amount on the day of Service, or the Agreed Due Date, the Customer must pay to Less Mess Maddie interest on the full amount outstanding at the rate equal to 4% higher than the penalty interest rate fixed by the Attorney-General of Victoria pursuant to s2(1) of the Penalty Interest Rate Act 1983 (Vic), calculated monthly for the period from the Agreed Due Date until payment is received.
7.6. The Customer must reimburse Less Mess Maddie for the full amount of any bank or other fees associated with any dishonoured payments or cheques and any legal, debt recovery or other expense associated with any action by Less Mess Maddie to recover money from the Customer.
7.7. The Customer may not withhold, make deductions from, or set-off payment of any of the Price due to Less Mess Maddie for any reason.
8. CANCELLATION, RESCHEDULING AND ACCESS FEES
8.1. If the performance of the Services is delayed by an act, omission or default of the Customer or its tenants, family members, employees, agents, consultants or contractors, then Less Mess Maddie may require the Customer to pay Less Mess Maddie for the costs and expenses incurred by Less Mess Maddie as a result of the delay and accordingly add to the price any Additional Charges incurred to Less Mess Maddie.
8.2. In order to provide a professional Service and to avoid any business disruption caused by no-shows and short notice cancellations, the minimum cancellation notice period is 48 hours. If for any valid reason you require the booking to be adjusted, please contact us as soon as possible to determine the most suitable accommodation of your request.
8.3. No Additional Charges will be applied for rescheduling advised at least 48 hours before booking. Conditions for failure to meet notification periods are listed below:
8.3.1.When customer fails to provide 48-hour cancellation notice period, the Customer agrees to pay a cancellation fee of 30%.
8.3.2.In the event that customer cancels with less than a 24-hour notice period the customer agrees to pay a cancellation fee of 50%
8.4. In the event the customer does not appear or does not provide unencumbered access to the Service Address to Less Mess Maddie on the day of the Service, the Customer agrees to pay a cancellation fee of 100% for administrative and travel costs.
8.5. If the Service Address is not ready for cleaning to commence at the service time including if tenants are still in the process of moving, the Customer agrees to pay the standard rate quoted, per Cleaner, per hour for disruption caused.
9. WAIVER
Any failure by Less Mess Maddie to insist upon strict performance of any term or condition in these Terms shall not constitute a waiver of any rights of Less Mess Maddie under that term or condition or any other provision of the Agreement.
10. SUBCONTRACTING
Less Mess Maddie may sub-contract all or any part of its rights and obligations under the Agreement without the Customer’s consent.
11. JURISDICTION
The Agreement between Less Mess Maddie and the Customer is made in the State of Victoria, and the parties agree to submit all disputes arising between them to the courts of such State.