Welcome to Clean Nest Co, 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 service.
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 (with photos). 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.
Clean Nest Co offers services based on a package model allowing our technicians to focus on a comprehensive, consistent service rather than hourly rates. This ensures predictable pricing, efficiency, and customized cleaning to suit your needs.
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.
Clean Nest Co 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 Clean Nest Co professionals.
The first time we go to a customers property, an initial clean, Clean Nest Co always allow extra time which is almost always required for a thorough clean. This is also where our technicians are able to get the property to the level we will showcase and maintain at each clean. To ensure the best results, Clean Nest Co suggests budgeting for 1.5 – 2 times the initially estimated ongoing cost for the initial, this will vary based on the depth of cleaning needed. The initial clean charge will be issued the business day following the clean, separate to your estimated ongoing charge which is billed straight after the clean.
This is not negotiable.
Booking online does not automatically confirm your appointment, only to reserve your preferred time and type of service. Clean Nest Co 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, this 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.
Clean Nest Co will issue an invoice the business day following you service. If payment is not made, we reserve the right to cancel all future appointments. 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 Clean Nest Co also to seek any additional cost to recover missing payment.
By booking wit Clean Nest Co 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.
Clean Nest Co 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.
Although Clean Nest Co tries to keep things consistent, there are changes that occur for a multitude of reasons whether it be staffing or changes with our other valued clients.
Time Change
Although there is a regular time set, these can and will vary. If the time is changing for one particular day, our clients will be notified via a reschedule text and email from Fresha.
Cleaner Change
If the regular cleaner for a property is changed for one particular day our clients will be notified via a reschedule text and email. The email is where the cleaner name is displayed.
Please note: there may be times where the cleaner frequently changes due to the cleaner being sick, going on holidays, changing availability, changing roles or leaving the business. We aim for consistency as much as possibly but also encourage our staff take time off as needed.
Ongoing Changes
If the regular ongoing time or regular cleaner is changing ‘permanently’ we will send a text message advising of the change. If the regular day is changing this will be sent via text as a request.
We will always try our best, however, Clean Nest Co cannot always guarantee the same time and cleaner. Although it is rare, if a suitable time can not be reached by both parties the clean will need to be cancelled. If the time or change does not suit we will always do our best to accommodate. We ask if there is something not working about the change to politely let us know each time.
Clean Nest Co take 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, Clean Nest Co has mandated that all staff must pass a criminal history check and undertake relevant training. Clean Nest Co 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.
Clean Nest Co carries all the relevant insurances for staff and by agreeing to book services through Clean Nest Co, you the customer are agreeing to raise any concerns in a timely matter (not longer than 24-hour period) directly with us and not post publicly any content that could damage the reputation of Clean Nest Co, or anyone affiliated with our company.
Clean Nest Co upon request, we will provide directly to clients our statutory declarations as proof of background screening, police checks, reference checks, licenses of staff in order to protect the personal information of our staff.
In dealing with any legal matter, Clean Nest Co stores all relevant information containing proof of employees passing these minimum requirements, in addition to upholding our company policies as well as passing regular 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 the Cleaning Company itself and will be free to seek legal recourse directly with the offending perpetrator, Clean Nest Co agrees in any such instance to not stand in the way of any criminal proceedings between the two parties.
Clean Nest Co 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 Clean Nest Co 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 Work Safe Australia 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.
We understand that pets are part of the family, however we ask unless the technician has okayed it that all pets are fully secured during the duration of our cleaning service, this is in line with our Safe Work policy.
Clean Nest Co 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.
Please Note: Clean Nest Co does not handle pet waste.
Clean Nest Co 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, Clean Nest Co 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.
Payment is due 24 hours from receiving the invoice. 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.
Aligned with Consumer Law Australia, we offer a re-clean as part of our service guarantee, all concerns must be reported no later than 24 hours of service delivery (with photos), after such time the matter will be considered resolved in the cleaning companies favour.
Cancellations made by customers on the day of the scheduled service will incur a full-service fee to cover our cost, as we are unable to fill your booking within this short timeframe. Cleans cancelled the day before the scheduled clean will incur at 30% of the total booking cost fee. Any deviation from this outcome will rest solely with Clean Nest Co.
If you’re not home for your scheduled cleaning, no problem! Just let us know beforehand how our trusted team can gain access to your property, whether it’s a key left in a secure spot or an access code (our preference). This way, we can ensure your cleaning goes ahead smoothly and your home is taken care of, even in your absence.
Continued customer cancellations may result in your services being suspended or cancelled entirely as we reserve this spot specifically for you and other customers may value this dedicated time allocation.
Clean Nest Co do not hold any key’s to our customers homes as our insurances do not cover this. By engaging in our services the customer agrees if they are not going to be home that they provide us with a lockbox or have a means for us accessing the property. A lockbox can be provided for a charge – just let administration know before the clean. Clean Nest Co hold no responsibility if a client goes against our policy and offers the technician a key.
Note: If a lockbox is purchased the customer is required to set the lockbox up and advise us of the pin.
Clean Nest Co 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, Clean Nest Co provides 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. Clean Nest Co cannot be held responsible for any unfavourable outcome if the customer does not make us aware of any specific needs.
Clean Nest Co is not registered or insured as mould removal specialist and there for, 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 Clean Nest Co.
If the customer finds they have mould growing in the silicone or caulking of wet areas,
Clean Nest Co recommends you engage the appropriate tradesperson to have the silicone professionally replaced.
Clean Nest Co takes the health and safety of our technicians seriously and we have set ridged safety standards that our technicians must follow, these include in 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.
Our technicians are trained to clean as far as they can reach.
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.
Clean Nest Co is a fully registered, tax paying company with documented processes and policies reinforced by regular training, we also carry both the right coverage and 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). In saying this nothing is foolproof so please advise our team if there are any issues regarding the house i.e., faulty switches, cracked glass etc. to help us navigate any potential issues.
By agreeing to use Clean Nest Co, 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 Clean Nest Co Management as well as refraining from making posts or comments in any public forum that may negatively impact Clean Nest Co either directly or indirectly. All concerns must be brought to Management immediately and not longer than 24hr passing.
Clean Nest Co has a zero tolerance to theft and will work with the customer to help resolve any legitimate concerns.
By agreeing to use Clean Nest Co you are agreeing to let us take and use picture/video content for quality control, training and marketing purposes. Clean Nest Co 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.)
By agreeing to use Clean Nest Co the customer agrees to allow our technician to use both heating and cooling resources to help provide a safe workspace. (Fair Work Act).
Clean Nest Co does not work on public holidays or over the Christmas period. Your service will continue the next scheduled date after this holiday period has passed.
By Booking with Clean Nest Co 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 members development and support.
Clean Nest Co 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 Clean Nest Co you are also agreeing to honour the nonduplication or to make any false claim toward any area of our business development model.
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.
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, 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.
hello@cleannestco.com
(03) 5247 4700
Contact Us
For any questions about these terms, please reach out to our customer support.
