Terms and conditions of the service

We are proud to announce that we are implementing these rules effective from 11th September 2022.

 

Every Ambients customer must read and acknowledge our terms and conditions. These policies will assist us in providing a more effective service between Ambient Home Group and its customers.

1. CLEANING SUPPLIES AND PRODUCTS

Customers are free to choose from their preferred cleaning products:

  • Eco products (+$7)

  •  Normal products (+$5

  • Own Products (+$0)

    Cleaners ( do I have the same cleaners every time?) -Ambient's goal is to provide amazing service every time and we believe a large part of this includes having someone who is familiar! We aim to allocate the same cleaner each time. In the event that your usual staff member is absent or unwell, Ambient is able to offer a suitable replacement.

Ambient does not supply vacuum cleaners or mops at this stage. Partly due to it being a health and safety hazard for staff to be carrying around heavy equipment in between jobs etc. 

2.RESCHEDULE AND CANCELLATIONS

-If you wish to reschedule or cancel your booking, kindly notify us 3 days before the session. Please take note that additional fees may apply depending on the timeframe

  • 72-49 hours = 25% of your quoted price.

  • 48-25 hours = 50% of your quoted price.

  • Under 24 hours = 100% of your quoted price.

IMPORTANT: Please let us know if you are at home or outside on your day of schedule or you may leave us a note. Let us know of any changes at any time.

If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit, or provide us with your code.

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-If you are not home to allow access or forget etc: The cleaner will attempt to ring the doorbell/knock on the door/look for a key under the mat etc. After this, the cleaner will wait 5 minutes before calling the manager to notify them they cannot access it. We will attempt to call you. If, after 20 minutes, we still are unable to access it, the cleaner will have to leave and you will be charged the full amount for the service.

3. PAYMENT TERMS AND LATE PAYMENTS

-The invoice will be issued within the day of the service. 

-For the overdue invoices, we will send a reminder and give a 7 days to pay. Additional fees may apply to the total invoice if the payment is not completed within the given time. 

4. SAFETY

-For the safety of your children (if any), we ask you to supervise them while the cleaners and equipment are present in your home. Our cleaners are not responsible for children if you decide to leave the house.

  • COVID SAFETY

-Our commitment to safety covers everything, from making sure we are doing our part to stop the risk of spreading the virus, to maintaining business continuity so that our customers and staff don’t have to worry about theirs. 

 

  • For the customer: If you have recently found out that if you have a Covid 19, you will need to let us know and reschedule.

For the staff: we will replace them with another cleaner for you.

  • PETS

-Please secure all pets that are dangerous to our employees inside and outside of your place. This also allows the cleaners to complete the job hassle and stress-free!

  • UNWELL/ SICK

-If you/ your family member are unwell on the day of the service, we suggest you move or reschedule for the date of your booking. 

5. IM GOING AWAY AND WOULD LIKE TO HOLD MY WEEKLY/FORTHNIGHLY SPOT WITH THE CLEANER

- Please email us with the dates you intend to be away on and we will do our best to work something out with you! Please note; some charges may apply in order to hold your spot.

6. FORGOTTEN EXTRAS

-If you forget to notify us about an extra you'd like on the day, the cleaner will attempt to complete this at the end if there is time. The cleaner will notify us of the extra and this will be added to your invoice. If there is no time, you will have to rebook.

7. ASKING FOR OUR EMPLOYEES TO WORK OUTSIDE AMBIENT

- We do not allow our cleaners to book/ work with our customers outside Ambient Organization. If you wished to rebook for another session, kindly contact us at ambientcleanco@gmail.com or Amber (0435 677 545)

8. TYPES OF CLEANS

- We always recommend an initial spring clean or deep clean if it has been more than 3 weeks since you have had your house cleaned. This is because there are items that cannot be accounted for with just the standard boutique clean. Such as Shower scum that has built up, any amount of mold, caked-up grime on the sink, and a heavy layer of dust. If we arrive at your place and you have booked a standard clean and we think your house needs a deep clean, the cleaners will let you know that the job may be beyond the standard package's capabilities. In this case, there are items such as those listed above that may not be cleaned to completion due to time restrictions.

9. OUR STAFFS

-Staff will arrive in comfortable, professional attire. It's our policy that our employees do not smoke or eat in your home or surrounding property. 

Sometimes staff may take “before and after photos''. These are strictly for professional use only and usually between staff and managers for quality compliance. No photos will be used for social media or others without the client's permission.

 

  • QUALITY

-We strive to exceed your expectations for quality cleaning services. We inspect our work before leaving your home. If you have any complaints about the quality of your service, please ensure that you inform us on the same day so that we can address this in a timely manner and make arrangements if necessary. Matters addressed weeks/months later will not be addressed.

  • CLEANERS ARRIVAL

-Prior to the cleaner’s arrival, please remove all items, clothing, toys, etc that may delay the efficient cleaning of your home. (unless you have requested a tidy-up to be included).

-This will maximize productivity and minimize the time we spend cleaning your home.

If you prefer that our cleaners remove these items, we are happy to do so, however, we will add this to your bills with the corresponding change

-Our cleaners are very careful. Sometimes, accidents can happen. If you have any expensive, irreplaceable, sensitive objects, we request you to keep them away

or put them in a secure place to avoid painful accidents. Please note we are insured, however, if things are particularly precious, especially sentimental, these may not always be able to be replaced.

10. REFFERALS

-You will receive 10% off on your next cleaning

service for referring each NEW CUSTOMER to Ambient Home Group.

(Discount will be applied after the referred customer's first cleaning)