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Terms Of Service
Introduction
Welcome to Billingsly Cleaning Services, we are committed to excellence and customer satisfaction. By booking our services, you are agreeing to these terms and conditions. If you don’t agree with any part of the document, please let us know before your first service.
Satisfaction Guarantee
We pride ourselves on our commitment to professional standards in all our cleaning tasks. If you ever observe that a task included in your booking hasn’t been performed to these standards, we assure you a responsive and fair resolution. Please inform within 24 hours of service completion if this is the case. We will prioritize a return visit to re-clean the areas in question at no extra charge, scheduling this at the earliest opportunity. This guarantees our way of upholding our high-quality promise to you, ensuring your complete satisfaction with our services.
Package-Based Service Model
Billingsly Cleaning Services offers services based on a package model allowing our technicians to focus on a comprehensive, consistent service . This ensures predictable pricing, efficiency, and customized cleaning to suit your needs.
Why a Package-Based Model benefits you:
Predictable Pricing: Know exactly what you’re paying for upfront, without any surprises. Efficiency and Focus: Our team concentrates on delivering the best results in the most effective manner. Customized Cleaning: Tailored packages to suit different homes and cleaning requirements.
Customised Quotes:
If our packages do not fit your specific needs and you have requested a customised quote, our technicians would complete all items requested in the quote to our high standards. If any additional items are not specifically listed in the existing quote, the additional items would need to be requoted and rebooked for a future date. If a small, un-quoted item is raised at a clean, the decision to perform this task will solely be determined by the allocated technician assigned to the service. Any undue pressure placed upon the technician to perform unquoted items during a service may result in forfeiture of services, including any cancellation fee brought about by this action.
Billingsly Cleaning Services reserves the right to cancel and bill for any service where misleading information is provided by the customer. This includes, but is not limited to, any safety concerns, access issues, and cleaning conditions not being stated honestly. This decision will be made solely by the Billingsly Cleaning Services professionals.
Booking Confirmation
Booking online does not automatically confirm your appointment — it only reserves your preferred time and type of service. Billingsly Cleaning Services has full-time dedicated administration staff that will confirm your booking via email or phone. Each standard package is quoted on the expectation that the home has been thoroughly cleaned within the last 4 weeks of the booked service. If it has been longer than this, it will constitute services not included in our standard package, and you will need to let us know in advance so that we can quote appropriately to bring your property up to a maintainable level of cleanliness. If you book regular services and more than 4 weeks have passed, your first clean back with us will be at a higher package price than your regular quoted service, to allow us the time to perform the service to our professional standards.
Billing
By booking with Billingsly Cleaning Services, a payment hold is placed on your preferred payment card for the full-service amount one day before your booked appointment. If the hold fails, we reserve the right to cancel any and all future appointments. The hold is charged with funds taken on the day of service. In the event that a service has been delivered, and payment has not been received, the customer agrees and understands that a debt collection service may be engaged to recover withheld payment and/or legal proceedings will be instigated to recover payment with Billingsly Cleaning Services also to seek any additional cost to recover missing payment.
Service Technicians
Billingsly Cleaning Services takes every reasonable step when recruiting potential staff members to help us provide a high-level service and to build a safe and trusted brand in our community. As a part of our process, Billingsly Cleaning Services has mandated that all staff must pass a criminal history check and undertake relevant training. Billingsly Cleaning Services has developed documented processes and policies outlining all behaviours and expectations, with each team member also receiving training on these matters before signing contracts indicating their understanding. Billingsly Cleaning Services carries all the relevant insurances for staff and by agreeing to book services through Billingsly Cleaning Services, you the customer are agreeing to raise any concerns in a timely matter (not longer than a 24-hour period) directly with us and not post publicly any content that could damage the reputation of Billingsly Cleaning Services, or anyone affiliated with our company. Billingsly Cleaning Services, upon request, will provide directly to clients our statutory declarations as proof of background screening, drug screening, signing of NDAs regarding clients’ personal identifiable information, fingerprinting, and reference checks of staff in order to protect the personal information of our staff. In dealing with any legal matter, Billingsly Cleaning Services stores all relevant information containing proof of employees passing these minimum requirements, in addition to upholding our company policies as well as passing monthly performance reviews to remain employed with our company. In the unlikely event that there is any wilful or malicious damage caused by our staff member, the customer agrees to view this as an act of the individual and not representative of Billingsly Cleaning Services itself and will be free to seek legal recourse directly with the offending perpetrator. Billingsly Cleaning Services agrees in any such instance to not stand in the way of any criminal proceedings between the two parties.
Right to Refuse Service
Billingsly Cleaning Services reserves the right to refuse or cancel any services due to, for reasons including but not limited to safety issues, hostile situations, extremely unsanitary conditions, or ongoing deliberate miscommunications by the customer at any time, including if a client fails to disclose sickness within the home or any other reasonable situation that may arise between the parties. By booking with Billingsly Cleaning Services, the customer understands that all of our technicians have been trained to leave if they feel unsafe or disrespected by any person within the home. This extends to any guest or animals and may result in the customer receiving a full-service charge for the cancelled service booking. It is a condition of Safe Work Australia (select relevant Country) that all workers are provided a safe working environment without harassment of any kind. Failure to provide a safe work environment can lead to potential costly legal action.
Cleaning Day Preparation
By booking with Billingsly Cleaning Services, the customer agrees to make sure that your home is made suitable and ready for our technician to perform their services. Each quote is provided based on the cleaners focusing all their time on cleaning surfaces (and not tidying or picking up toys and objects), we ask that you take a few minutes to tidy up to allow the cleaners easy access to all areas/surfaces to be cleaned professionally including package items. Billingsly Cleaning Services reserves the right to cancel/suspend a customer’s service at any time if our technicians do not have suitable access to perform the booked service. If a booking is cancelled due to the home not being ready/suitable to receive the professional service, the customer understands and agrees to pay full payment due to lost booking opportunities through no fault of our own.
Add-On Services
Additional services like dishwashing, emptying bins, and bed making, etc. are available and can be added to your package. These extra services will incur an additional fee. All added extras will need to be booked before time, and not requested during a service booking, so we can make sure we allocate an appropriate amount of time to professionally complete these tasks. You can book these services by contacting our dedicated administrative staff for assistance.
Pets Policy
We understand that pets are part of the family; however, we ask that all pets are fully secured during the duration of our cleaning service. This is in line with our Safe Work policy. Billingsly Cleaning Services reserves the right to cancel our service at full cost to the customer if this requirement is not met or if a technician is made to feel unsafe for any reason. *Please Note: Billingsly Cleaning Services does not handle pet waste. Billingsly Cleaning Services will also not be held liable for any pet escaping or for the retrieval of any pet, as it is incumbent upon the customers to ensure all pets are secured correctly during any service provision.
Service Fees
Billingsly Cleaning Services reserves the right to make pricing increment adjustments at its own discretion, with adjustments that will be communicated directly with each customer in writing with no less than 14 days’ notice given. This does not include any circumstance where the customer has provided deliberately misleading information. On cleaning conditions, Billingsly Cleaning Services reserves the right to either requote or cancel any service with the customer incurring a full-service fee in any such instance or to refuse services altogether if the need arises.
Payments
Payment is due on the day of service. Late payments may incur additional fees (except for funded services with terms expressed in the quote). It is also the responsibility of the client to ensure any such funding has been both approved and made available unless the service is booked through a third- party funds manager with a separate contract being created directly with the fund’s manager.
Refund Policy
Aligned with Consumer Law Australia (relative to your country), we offer a re- clean as part of our service guarantee. All concerns must be reported no later than 48 hours of service delivery. After such time, the matter will be considered resolved in Billingsly Cleaning Services’ favour.
Cleaning Supplies and Equipment
Billingsly Cleaning Services has spent considerable time and capital researching and training our technicians on the product suitability and safety for use on all surfaces within domestic homes. This is why we insist on using our own equipment and products. By using our own products and equipment, we are able to guarantee our service and ensure the best results for the customer. For effectiveness and hygiene reasons, we request that clients provide a non- silicone style toilet brush in good condition for each individual bathroom. If a client does not have a suitable brush, Billingsly Cleaning Services offers clients the option to purchase one from us. If you have a specific need that will require special attention during our service delivery, please ensure to mention this at the time of booking confirmation. Billingsly Cleaning Services cannot be held responsible for any unfavourable outcome if the customer does not make us aware of any specific needs.
Items We Cannot Clean
Billingsly Cleaning Services is not registered or insured as a mould removal specialist and therefore, we will not attempt to remove this toxic substance. Our technicians may remove surface mould during a service, but this does not in any way constitute a mould removal treatment, with the customer to seek professional assistance on this matter outside of Billingsly Cleaning Services. If the customer finds they have mould growing in the silicone of wet areas, Billingsly Cleaning Services recommends you engage the appropriate tradesperson to have the silicone professionally replaced.
Unreachable Areas and Heavy Items
Billingsly Cleaning Services takes the health and safety of our technicians seriously, and we have set rigid safety standards that our technicians must follow. These include areas such as: no moving of large furniture, climbing of step ladders, or lifting of heavy objects. If a customer would like specific areas cleaned, the customer must make sure all furniture is removed, making the area accessible for our technicians. Please note – if you decide to use an unregistered and uninsured “cleaner,” you may personally become legally and financially responsible should that “cleaner” injure themselves in your home.
Breakage/Damage & Loss Policy
Billingsly Cleaning Services is a fully registered, tax-paying company with documented processes and policies reinforced by regular training. We also carry both the right coverage and the right types of insurance to be considered a compliant business. This means every reasonable step has been taken to protect against personal liability (theft, damage) and public liability (accident). That said, nothing is foolproof, so please advise our team if there are any issues regarding the house (e.g., faulty switches, cracked glass, etc.) to help us navigate any potential issues. By agreeing to use Billingsly Cleaning Services, the customer agrees to view any potential theft or malicious damage as the action of the individual and not the company as a whole, as well as to bring any/all concerns directly to Billingsly Cleaning Services Management, and to refrain from making posts or comments in any public forum that may negatively impact Billingsly Cleaning Services either directly or indirectly. All concerns must be brought to Management immediately and no later than 24 hours after the incident. Billingsly Cleaning Services has a zero tolerance for theft and will work with the customer to help resolve any legitimate concerns.
Property Photo/Video Content
By agreeing to use Billingsly Cleaning Services, you are agreeing to let us take and use picture/video content for training and marketing purposes. Billingsly Cleaning Services agrees to not use or publish any content obtained through our services that would positively identify the household dwellers or cause any potential security risk. (No people, photos, bills etc.)
Weather Conditions
By agreeing to use Billingsly Cleaning Services services, the customer agrees to allow our technician to use both heating and cooling resources to help provide a safe workspace. (Fair Work Act)
Holidays
Billingsly Cleaning Services does not work on public holidays or over the Christmas period. Your service will continue on the next scheduled date after this holiday period has passed.
Non-Solicitation of Employees
By booking with Billingsly Cleaning Services, you are entering an agreement not to solicit any of our staff for any reason. We appreciate that you value the highly professional quality that our team brings, but please be aware that substantial time, effort, and money has been invested in each team member's development and support.
Protection of Our Intellectual Property
Billingsly Cleaning Services holds its unique business model, branding, and proprietary methods as intellectual property. We pride ourselves on our innovation and originality in the cleaning industry, and by entering an agreement to use Billingsly Cleaning Services, you are also agreeing to honour the non-duplication or to make any false claim toward any area of our business development model.
Notice to Competitors and Other Entities
Copying or imitating any aspect of our business model, marketing materials, service packages, or operational strategies will be considered an infringement of our intellectual property rights. We reserve the right to take legal action against any individual or entity found to be replicating, in part or whole, any components of our business that are legally recognized as our intellectual property.
Client Communication
To ensure you are receiving the best possible outcome, please make sure you communicate directly with our dedicated full-time administration team. You can contact us via email, Facebook Messenger, or call us and our team will respond promptly (within business hours). We also request that any change of contact or service delivery information be communicated in a timely matter for us to ensure professional services are not disrupted or impeded. Please contact us at any time with any feedback, so we can ensure we provide you with the highest quality service possible.
Email Address: sales@billingslygroup.com.au
Phone Number: 1300 009 168
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Contact Us For any questions about these terms, please reach out to our customer support .
1300 009 168