Terms & Conditions

RedOak Cleaning Solutions

(The Contractor) 
STANDARD TERMS AND CONDITIONS

These are the Contractor (“we” or “our”) standard Terms and Conditions which will apply to every contract when you as the Customer engage the Contractor to perform its services. 

These Terms and Conditions may be amended by the Contractor from time to time, provided the changes are reasonable and necessary. We will give you written notice of any changes at least 30 days before they come into effect.This notice will outline the changes and your right to terminate the contract if you do not agree to them.

These terms and conditions constitute the full and complete service agreement (the  “Agreement”) between you (the “Customer”) and RedOak Pty Ltd (“RedOak Cleaning  Solutions”) 

Please take some time to review this Agreement. Use of our services constitutes  your acceptance of our terms and conditions. 

• Subject to the terms and conditions of this Agreement, RedOak agrees to provide required cleaning services (the “Service”) to the Customer at the address specified by the Customer (the “Premises”).
• The Service will be for such cleaning duties as agreed with the Customer at the time of booking.
• RedOak will endeavour to provide reliable, thorough, and honest services in a timely and professional manner.
• Any changes to the Service/s to be provided must be agreed by RedOak prior to the Service Time.
• After your booking has been confirmed, you will receive a confirmation email with the details of the service, including the time.  You’ll also get a reminder one day before your regular service.  This email and text message will indicate when you should expect our team. Please note there may be an arrival window (around 30-45 minutes), and the team will arrive around this time and then they will start cleaning.  Please consider 5 to 10 minutes of getting the equipment ready.  
• If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact RedOak by a call/message/email at least 3 days before the appointment (in cases where the customer requires less activities/areas included and don’t report it with the time mentioned before, the usual time will be charge). 
• Our Team is not authorised to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Team.
• In the rare instance that damage is caused because of our service, please contact our team and provide photos within 48 hours of the date/time of your service.  If damage has been caused due to fault/negligence of our team, we will first seek to repair them.  Depending on the value of the repair, up to 3 quotes may be required.  When repair is not possible, a suitable replacement will be sought, and proof of purchase will be required.  All quotes and proof of purchase must be provided within 30 days of the complaint being lodged.
•  

​The Customer represents and warrants that:

• He/She/Them will advise RedOak prior to the commencement of the Service of any object or specific element that requires special care in our visits, if possible leave a label with a NO TOUCH note.  We will not clean objects that may seem fragile or that may fall.
• Please note that we require parking to be provided for our cleaning teams. If you live in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100 meters from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.
• The Team will have access to the Premises on time, or key box code or a hide key (prior instructions), the time of the cleaning starts from our team’s arrival, in case of delay the time booked could be affected. The team will wait up to 15 minutes, in case access to the property does not occur full invoice will be charged. 
• The Team will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
• He/She/Them will provide the Team with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Team to provide the Service;
• He/She/Them will advise RedOak prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises;
• In the event the Customer requires the Team to clean behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), he/she will move those items prior to the commencement of the Service; and

In addition to the obligations and warranties set out above, the Customer acknowledges and agrees that:

• The Team is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;
• Any price quoted by RedOak is an estimate only based on RedOak’s experience. Subject to this clause, quotes are valid for a period of 14 days from the date of the quote.
• Price provided in our quote visit it’s based on the conditions of the house, it may vary if the conditions change.
• If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by us, RedOak will contact the Customer with the option to proceed to complete the Service, or pay the quoted amount without the Service being completed.
• At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises.
• The Customer agrees to pay 50% in advance for invoices starting from $400, once the quote is accepted and previous booking.
• Cancellations: cancellations are free of charge if a notice is made 24 hours prior to your appointment; a 30% cancellation fee applies for cancellations made within 24 hours of your appointment. Please note that this fee increases to full invoice charge of the job value for cancellations made after business hours or on the same day of the service.
• Any changes to cleaning frequency made by the Customer may impact the quality of the following service. Tasks will be adjusted as necessary. If the Customer wishes to allocate additional time, please notify us in advance.
• Where RedOak has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date, unless previously agreement has been agreed upon.
• If the Customer is dissatisfied for any reason with the Service provided, it must inform RedOak within 24 hours of completion of the Service. RedOak strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently
• Overdue Invoices: In the event of overdue invoices (after 60 days), the Customer will be notified in writing and given an opportunity of 14 days to remedy the overdue. If the Customer is unable to remedy the overdue invoices, RedOak reserves the right to refer the balance owing to a debt collection agency. The Customer will be responsible for any administrative fees incurred by RedOak in the collection of outstanding monies.