PLEASE NOTE: your use of our services constitutes your agreement to be bound by these terms and conditions. Please be aware our terms and conditions are subject to change without notice at our sole discretion. We will, however, notify you about the new amendments of our terms and conditions by way of posting them to this website. You should check this page from time to time to ensure that you are aware of any changes.
INTERPRETATION: In these terms and conditions, the following words shall have the following meanings;
- “Customer” or “You” means any person who purchases services from My Moovers.
- “We” means My Moovers or an authorised contractor approved by My Moovers.
- “Us” means My Moovers or an authorised contractor approved by My Moovers.
- “Services” or “Service” any service that the client would like performed.
- “Terms and Conditions” means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.
- “Cleaner” or “Cleaners” means any person who performs the service working for Us.
- “Heavily Soiled” means the existence of additional grime, dust, or dirt that has been identified to exist at higher levels than that of a normal residence.
- “Managing Agent” means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.
- “Property” means the property that is requiring a Bond Clean.
- “Bond Cleaning Standards” means cleanliness in the Property that would pass the Managing Agents scrutiny (under the governance of the Residential Tenancies and Rooming Act 2008) and release the bond to the Customer.
- “Reasonable endeavors” means that We have tried our best to make an informed decision with the information that is available to us at that particular point in time.
GENERAL :
- These Terms and Conditions shall apply to all contracts for the supply of Services by Us to the Customer and shall prevail over any other documentation or communication from the Customer.
- Inappropriate behavior. We do not tolerate inappropriate behavior towards Us or our cleaners that harasses, intimidates, threatens, or uses fear (either verbally, written, or physical) by the Customer, this includes explicit language, racism, and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behavior. We reserve the right to terminate any Services immediately without a refund. You the Customer agree to this and agree that you have no such claim to receive any refund.
A complete list of our Bond cleaning inclusions and exclusions can be found HERE.
PRICING :
- All quotes are estimates only. Quotes are based on the estimates of an average house and room sizes.
- We use reasonable endeavors to quote as accurately as possible however at times quotes are subject to change based on Us or the Customer identifying additional factors. Such factors are;
- The property is not as described by the Customer. For instance, the property has an additional room such as a bedroom, toilet, living area, or study or if applicable additional blinds or different blinds than described.
- The condition of the property is heavily soiled. A heavily soiled room or residence may require extra time or chemicals to clean to ensure the room or residence is up to Bond Cleaning Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008
- A part of the property requires a specialist service to clean the area. This includes any areas We deem dangerous such as windows at heights or areas that require a specific skill and or equipment to make the area up to Bond Cleaning standards.
- Any area within the property including possible contents that fall outside the agreed service as defined within the cleaning schedule.
- The cleaner has incurred additional costs such as parking fees or Property key pickup fees.
- The customer’s original requirements are altered. For instance, the Customer requires a particular item to be cleaned.
- Removal of rubbish or personal effects.
- We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the cleaner. For instance, a cracked or broken power point, dangerous light fitting, or working at heights. In such an instance the Customer will be notified, and the Customer agrees that the Bond Cleaning Guarantee related to that area or item is void and no such warranty will apply.
- It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build-up of grime, in these instances, if identified no warranty will apply to these areas or items.
- If a quote variation is required WE will contact you to agree on the variation.
- Once the quote variation is agreed, YOU agree to pay the variation amount on your supplied Credit Card before the variation work commences.
- If you do not agree with any quote variation, PLEASE NOTE this may void some areas or all areas of your Bond back guarantee. In such a circumstance we will communicate this in person, via phone or via email.
ACCESS :
- It is the Customers responsibility to be contactable at all times and 1 hour prior to the agreed start of the job. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavors. Failure to be contacted may result in the job being incomplete and will void any warranty. In this event, if we are required to return to the property a return fee will be applicable based on the number of hours the cleaner is required at the Property.
- It is solely the Customer’s responsibility to give access to the Property to the Cleaner.
- If the property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $40 per hour non-access fee up to the full amount of the total cost of the job.
- A key collection location may be agreed upon with the cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. Charges are calculated in 10Km increments based on the shortest route calculated by Google Maps. This will be charged at $40 per 10km increment.
- Failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
- Our Cleaners require unencumbered and unobstructed access to all areas of the premise that requires the service.
- The Customer agrees to allow photographic images to be taken of the Property, before, during and at the end of the service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.
- Customers are required to provide our Cleaners access to electricity and running water. This is a mandatory requirement for a bond clean. If the Property does not have these utilities, the Cleaner will do their best without these services, however, the Bond Cleaning Guarantee will not be applicable. In such an event the Cleaner will contact the Customer to get advice.
- If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Bond Cleaning Guarantee for that particular area.
- Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavor to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.
- All rubbish is to be removed from the premise including rubbish that may be in draw cupboards and rooms. We will not be responsible for the removal of any rubbish (inside the premise or outside) and will not warrant the Bond Cleaning guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost.
CANCELLATIONS / REFUNDS :
- If you cancel your Bond Cleaning 5 days before the Booked date, you will receive a refund less a $25 administration fee.
- If you cancel your booking within a period of 5 days to 2 days before the booked date, then you will be charged a $50 Cancellation or postponement fee. This fee is not transferable but may be used within 3 calendar months of the original booked date at the same address of the original booking.
- If you cancel your booking within 24 hours from the booking date, the customer authorizes the following fees can be charged to the credit card details supplied and kept on file as follows: Job totals of up to $500 will incur a $150 cancellation charge; Job total over $500 will incur a $250 cancellation charge.
- We hold all rights to cancel the job if we deem the condition of the property is dangerous for the safety, health, or well being of our staff or if We are unable to access the property as agreed. Same day cancellation fees will apply.
- We reserve the right to re-schedule or cancel any Service if the property is not as described either in condition or size or if unexpected circumstances occur.
PAYMENT :
- Payments for the services are to be made via Credit Card or Bank Transfer prior to the day of the service. Unless agreed upon in writing, full payment is to be made before the commencement of the clean.
- If you wish to book your bond clean and hold a date, as security you must provide valid credit card details, a minimum $50 booking fee applies.
- If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing. Failure to receive remittance advice or payment within our bank account 3 days prior, will result in the cancellation of your service and a forfeit of the booking fee if applicable.
- You the Customer agree that if We have not received payment in full for the service within the period of one calendar month of the original invoice date then a late payment fee of $50 applies for the first month. Additional Late payment fees will be charged on a fixed rate of 10% per annum for every 3 days that any amount remains outstanding thereafter.
- In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceedings (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date.
- At its sole discretion, We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database, and your property agent. In doing this your credit rating may be affected and or the ability to seek rental properties/credit in the future.
- YOU understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with US will incur a 25% additional administration fee on the balance owing plus GST and interest pursuant to the provisions of the Queensland Supreme Court Act 1947, currently set at 5.5% per annum(calculated daily).
- You understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with US will be referred to a Recovery Agent and this may have an impact on your Credit Score.
BOND RETURN GUARANTEE :
- Our Bond Cleaning Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the cleaning (under the governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.
- Our Bond Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond Clean but not a carpet clean then Our Guarantee only covers the bond clean. Carpets would be excluded from our Bond Cleaning Guarantee.
- Our bond guarantee does not include certain items. Please see our Bond Cleaning Inclusions and Exclusions (located HERE) for a complete list of the Service items. For instance, Ceilings, Garage walls, or deep stains that require a professional third party to clean are not included in the Bond Cleaning Guarantee.
- A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean along with the images.
- We require 24-48 working Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required.
- A re-clean will only address the problems listed in the property manager/agent’s original report if applicable.
- After a re-clean, We will warrant any work for one day. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent within 1 day (24 hours), We will consider the re-clean to have addressed any issues under the Bond Cleaning Guarantee and consider the job completed as per our Terms and Conditions.
- Until commencement and finalisation of this Service, these Terms and Conditions still apply (Whether the service is a clean, re-clean or the waiting period between re-cleans and inspections)
- All re-cleans are subjected to these Terms and Conditions.
- All Customers acknowledge that our Bond Return Guarantee is only applicable if you contact us within 7 calendar days of the performed Service.
- We do not guarantee natural events occurring over time. Items such as (but not limited to) settled dust, watermarks, open windows, doors, etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events including all aspects of the Bond Return Guarantee.
- The Bond Return Guarantee is deemed null and void if the property does not remain vacant after our cleaners have cleaned the premise. The only exception to this clause is if carpets are cleaned by a qualified carpet cleaner authorised by Us or you have an agreement in writing from Us.
- You MUST book your bond clean to be performed once all the furniture is removed, the premise is not inhabited and all the necessary maintenance or other work to the premises has been completed.
- We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone, and similar.
CLAIMS :
- Under no circumstances, refund claims will be considered once the Service has been completed and We have vacated the property.
- The Customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.
- The Customer acknowledges that the Bond Cleaning guarantee is only for the Bond Cleaning services not any other. Carpet cleaning and pest control will be warrantied by the contractor who provides these services.
- All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens, and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Service, please provide in writing the damage with applicable photos.
- You agree to waive any right of claim against Us for any incidental costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.
- Any damages claims will be subject to proof being provided by either party that the damage was caused during the service, these claims are to be strictly the responsibility of the contractor if a fault is accepted, the contractor and the customer agree to exchange details and agree to the contractor gaining access to the property for the duration of the claim. This may include access for quoting of replacement and repair if applicable.
- If You require your fridge or freezer to be cleaned, then you are responsible for emptying and defrosting it in advance. Additional costs may apply.
- The Customer should inform Us about any incident where an accident, breakage, damage to property, or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.
COMPLAINTS :
- Any complaints must be made in writing and sent to xxx@xxxxxx
- Any complaints must be made within 24 hours of the performed Service.
- Complaints must include the Customers name, contact number, the date of the complaint, and a detailed explanation of the complaint including any relevant documentation and notes.
- Complaints must also include what resolution the Client would like.
- The Client acknowledges that they have the ability to view our website and follow the complaints procedure.
- The Client acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.
- If you are satisfied with our proposed actions or remedies we will close the complaint and record the findings for our continuous improvement program.
- If you are not satisfied with our proposed actions or remedies, we will record this and you acknowledge that either party reserve the right to refer the complaint to the relevant federal, state, or territory consumer protection agency or legal advisor.
Inclusions & Exclusions - My Moovers
Our Bond cleaning service aims to clean the property to satisfy the Managing Agent (under the governance of the Residential Tenancies and Rooming Act 2008) of the cleanliness of that property for the tenant to have their bond released.
Our Bond Return Guarantee only covers the areas you have chosen to use our services.
Please see My Moovers full Terms and Conditions.
Please understand that Bond Cleaning can consist of many different components. It is your duty to ensure you have covered them all. For instance, a complete Bond Clean usually consists of
- Bond Clean (Deep clean of the property)
- Carpet Shampoo Cleaning (Stain Removal Not included)
For Steam Clean please specifically ask.
And if required any specialty service like;
- Pest Control
- Pressure Cleaning
- Upholstery Cleaning
Our quoting process covers these items individually, please make sure you have checked your quote for your inclusions. NOTE, each item will appear on the quote as a sperate service. For instance
- Bond Clean
- Carpet Clean
My Moovers use the latest cleaning techniques and products however at times ‘normal wear and tear’ applies and itis not possible for us to get the item back looking like new. We will, however, take before and after photos of some items to prove to the Managing Agent that without specialist intervention this is the best condition the item can be in.
Bond Cleaning Inclusions (Unfurnished property)
The following services constitute our Bond Cleaning service at My Moovers.
General
- Remove cobwebs, insect marks and small nests where Pest control is not warranted
- Clean fans, Air Conditioners, and filters
- Clean light fittings (where they can be safely removed and accessible)
- Spot clean walls, light switches, and power points
- Clean skirting, architraves, and doors
- Clean drawers and cupboards including inside, doors and cupboard tops and shelving
- Windows clean both sides (exclusions apply at heights and accessibility)
- Vacuum sliding door tracks and clean tracks
- Clean standard blinds, cords, and rails (spot clean and dust).
- Vacuum all the floors and carpets.
- Mop hard floors.
Kitchen
- Clean inside and outside and on top of all cupboards, doors, and drawers.
- Clean inside, outside, and around stove top, elements, rings, and knobs.
- Clean inside and outside of oven, griller, doors, trays, racks, glass, and knobs.
- Clean inside, outside & behind refrigerator* and dishwasher* & microwave* space. (if applicable)
- Clean and dry sink, drain holes, drainers, and polish tapware.
- Range hood exhaust and filter -filter can be removed and cleaned.
- Clean and polish splash back area.
Bathroom
- Clean exhaust fans
- Clean Inside and outside all cupboards and drawers.
- Clean toilet, behind ‘S’ bend, around cistern & under and around the toilet seat.
- Clean bath, shower recess, remove built-up soap residue on tiles and shower screens & soap holder
- Clean sink and polish all tap ware and towel rails.
- Clean mirrors and windows, window tracks, and floors.
Laundry
- Clean Inside and outside all cupboards and drawers.
- Clean inside, outside, and behind dryer*. Remove lint. (If applicable)
- Clean inside, outside and around laundry tub, cabinets, shelves, drawers, tapware.
- Clean behind washing machine* space. Clean equipment and filters (if applicable).
- Clean all walls, windows, window tracks, and floors
Garage
- Sweep floor and remove cobwebs
Patio
- Sweep and mop floors, remove cobwebs
In addition to the above items a furnished property bond clean also constitutes;
(a furnished property is quoted differently given the time required)
Furnished
- Dust and wipe over furniture surfaces
- Kitchen cupboards will be cleaned if ALL ITEMS are removed and placed in front of the cupboard. WE TAKE NO RESPONSIBILITY or have no liability for any damage or breakages of cupboard items
NOTE: Standard blinds are blinds with a surface that can be dusted or cleaned without requiring a specialist and or extra time. For instance, material blinds or curtains would require a Blind specialist. Venetian & Roller blinds will be quoted separately based on the number of blinds in the property. Furnished properties will require a sperate quote.
*Cleaning behind/around these items or any heavy object (as per our Terms and Conditions) over 5Kg must be moved by the client (and put back if applicable)for our cleaners to gain access and clean.
Additional Services (will be separately quoted)
The following services are quoted separately and will appear on your quote as a separate item.
NOTE: If they are not listed on your quote they are not included.
This list is not definitive. We have only listed the more common services, other specialty services exist such as household repairs, painters, etc.
- Carpet Cleaning
- Blinds IE Venetians
- Pool Maintenance
- Garden Maintenance
- Rubbish Removal
- Furnished properties
- Pest Control
- Upholstery Cleaning
- Pressure Cleaning
Additional Services (will be separately quoted)
These items are excluded from our Bond Cleaning Service
Mould
- We do our best to remove mould from areas however mould can be imbedded into silicon, grout, and other areas. These areas will require a specialist to restore back to a normal state.
Damp Spots
- Damp spots can happen anywhere in the house, often the ‘drywall’ plaster can be affected. We will do our best to remove any mould and marks from Damp spots however we can’t completely make these spots disappear. These marks can return quickly due to excess moisture.
Complete Wall Clean
- We spot clean the walls for insect marks etc .. however, a full wall clean requires more time and often does not have a different result. A full wall clean is only required if marks exist beyond normal ‘wear and tear’.
Discolouration
- We will do our best to clean all items with our commercial experience however discoloration happens with normal wear and tear of the property. Often grout, toilets, and plastics can discolor (often into a yellow colour) over time and they can’t be returned to their original colour without specialist intervention.
Tile And Natural Rock Stains
- We do our best to remove stains however due to the composition of the tiles or benchtops (some being extremely porous) it is not possible to remove stains without specialist intervention.
Ceilings
- We do not clean ceilings.
Dangerous Areas
- Any areas considered by our cleaner dangerous for them to operate, this includes broken cracked PowerPoints/switches, rubbish, bio waste, or any other hazard than can be deemed dangerous.
Heights
- Our cleaners do not clean at heights. Any cleaning that requires a ladder will not be performed. For instance, Windows in a unit complex on the second floor.
Garage Walls
- We do not clean Garage walls or floors
Specialist Services
- Areas that require special cleaning equipment, specialist chemicals, or a trained technician. Examples are Pressure cleaners (grease on the garage floor), painters (walls extremely bad), or plasterer (holes in walls).
Additional Items
- Items such as fridges, furniture, or any items not listed in the inclusions will not be cleaned unless otherwise agreed upon by both parties in writing.
Furnished (If Applicable)
- We will not clean inside cupboards if items are not removed.
Kitchen items (Furnished if applicable)
- We do not clean nor warrant all kitchen items that occupy cupboards and draws.
Furnished Property Exclusions
- We do not clean or warrant, ‘nick knacks’, picture frames, vases, lamps, clocks, fruit bowls, linen, and any item that may be decorative.
Bond Back Guarantee Exclusions with My Moovers
- As well as the Bond Cleaning Exclusions, other exclusions exist that we can’t warrant under the Bond Back Guarantee at My Moovers.
Outside Windows
- We will clean the outside windows where we can (excluding windows at heights or difficult access) however due to weather circumstances we cannot warrant them.
Outside Glass
- We will clean outside glass where we can (excluding glass at heights or difficult access) however due to weather circumstances we cannot warrant this.
Outside Areas
- Outside areas are areas that cannot be fully protected (closed off) from weather elements. Examples are balconies and patios, or any area that cannot be completely closed off such as an outside area of a house with only three walls. As per our inclusions, we will clean any outside area as required however due to weather circumstances we cannot warrant these areas.
Post Pest Control
- We will not be responsible and do not warrant items post pest control that may require additional cleaning directly related to the Pest Control. Examples are dead insects or animals that have accumulated due to Pest control being applied to the property.
Garage
- We do not warrant any cleaning inside or outside of the garage.
Completion Events
- A completion event is an event that has happened after the bond clean and within the warranty period which may influence the Managing Agents release of the bond in which the bond cleaner is not responsible for. We will not be responsible nor guarantee cleanliness in such an event. To determine these events ‘common sense shall prevail’. Examples of these events are;
- The build-up of dead insects that were alive during the clean and have since expired.
- A build-up of surface dust that has settled after the clean.
- Dirt or grime near a window or door that has been left open.
- Insect/animal feaces.
- New residents have moved or moving in.
- Access to the property by a third-party contractor that has not been approved by us.
Kitchen items (Furnished if applicable)
- We do not clean nor warrant all kitchen items that occupy cupboards and draws.
Furnished Property Exclusions
- We do not clean or warrant, ‘nick knacks’, picture frames, vases, lamps, clocks, fruit bowls, linen, and any item that may be decorative.