Terms and Conditions
  • Payment Terms

Payments for services provided by “At Your Service” must be made in full before the commencement of any service. We accept the following methods of payment: credit card, Electronic Funds Transfer (EFT), and Stripe. By engaging our services, clients agree to adhere to these payment terms.

  • Service Reliability

“At Your Service” is committed to delivering reliable and trustworthy cleaning services. We have established a reputation for quality and consistency, as evidenced by our history of positive customer feedback and reviews.

  • Cleaning Equipment Usage

Clients must provide all necessary cleaning equipment and products to complete services. In cases where clients cannot provide these items, “At Your Service” may supply them at an additional cost. We reserve the right to determine our client engagements based on our service capacity and client requirements.

  • Quotation and Inspection

Service quotations are offered over the phone based on the client’s description of needs. An on-site inspection can be arranged for $200 for a more accurate quote. This fee is non-refundable, even if the service quotation is not accepted.

  • Cancellation and Rescheduling Policy

Clients may cancel or reschedule a service more than 72 hours before the scheduled time without penalty, with a full refund for cancellations. Cancellations made less than 48 hours before the scheduled service are non-refundable. Rescheduling a service within 48 hours of the appointment incurs a 50% rebooking fee.

  • End of Lease Cleaning Guarantee

We offer a 100% bond back guarantee for 72 hours after our end-of-lease cleaning service. Additional charges may apply for further cleaning services if any issues are reported after this period.

  • Carpet Cleaning and Stain Removal

While “At Your Service” endeavours to remove all types of stains, we cannot guarantee complete removal, especially for older or more stubborn stains. Services requiring intensive stain removal efforts may attract additional fees.

  • Regular Cleaning Service Terms

Clients subscribing to our regular cleaning services may pause or terminate their services by providing a notice period of one week. For our commercial clients, a notice period of four weeks is required for the cessation of regular services.

  • Specialised Cleaning Services

Specialised cleaning services such as pressure cleaning, tile and grout cleaning, and carpet steam cleaning are available upon request. These services will be quoted separately from standard cleaning services.

  • Client’s Role

We encourage our clients to inspect the work completed by our team 60 minutes before the completion of the service. Any dissatisfaction or concerns should be immediately communicated to our staff for prompt resolution.


Event Support and Cleaning Terms and Conditions

Service Description:

  • Our event support and cleaning services include pre-event cleaning, waste management during the event, and post-event cleanup. This ensures your event space is impeccable both before and after the event.

Booking and Scheduling:

  • Bookings should be made at least two weeks in advance to ensure availability. Last-minute requests are subject to our team’s availability and may incur additional charges.
  • A detailed event schedule, including expected attendees, should be provided to tailor our services effectively.

Quotation and Payment:

  • Quotes are based on the scale of the event, the required workforce, and hours of service. An initial estimate will be provided, which may be adjusted based on a detailed event plan.
  • Payment terms include a 50% deposit upon booking and the balance payable within seven days post-event.

Client Responsibilities:

  • Clients are responsible for providing clear information about the venue, including any specific cleaning requirements or areas that need special attention.
  • Access to the venue for site inspection before the event is required for a comprehensive service delivery.

Service Limitations:

  • Our services do not cover damage repair or intensive cleaning of heavily soiled areas that require specialised cleaning services.
  • We reserve the right to refuse cleaning areas that pose a health or safety risk to our staff.

Post-Event Review:

  • We appreciate your feedback post-event to ensure continuous improvement in our services. Any concerns should be raised within 24 hours after event completion.

Liability and Insurance:

  • We are fully insured, but our liability is limited to the scope of work agreed upon. We are not liable for indirect damages or losses incurred during the event.

Compliance and Sustainability:

  • Our services comply with all relevant health and safety regulations. We strive to implement sustainable practices, including waste recycling and eco-friendly cleaning products.

Construction Cleaning Terms and Conditions

Service Description:

  • Our construction cleaning services include debris removal, dusting, vacuuming, and detailed cleaning post-construction or renovation to prepare the space for occupancy or further interior work.

Quotation and Payment:

  • Pricing is based on the area’s size, debris level, and specific cleaning requirements. A preliminary quote can be provided, which may be adjusted after the site inspection.
  • Payment terms typically involve a deposit with the order and the balance payable upon completion of the service.

Scheduling and Access:

  • Clients are requested to schedule cleaning services in coordination with their construction timeline. Access to the site must be provided for the duration of the cleaning service.

Client Responsibilities:

  • Clients should ensure the area is construction-free and safe for our cleaning team. Any known hazards must be communicated before service commencement.
  • Removal of excessive construction materials or hazardous waste is not included and should be managed by the client or a specialised service.

Safety and Compliance:

  • We comply with all relevant safety standards and regulations applicable to construction site cleaning. Our staff is trained to handle construction cleaning safely and effectively.

Damage and Liability:

  • While we take the utmost care during cleaning, we are not liable for any pre-existing damage to the property. Any damage concerns should be reported before the cleaning service.
  • Claims for damages caused by our cleaning services must be made within 24 hours of service completion.

Waste Disposal:

  • We will dispose of general construction debris and clean waste responsibly. However, the disposal of large construction materials or hazardous waste is outside the scope of our services.

Environmental Consideration:

  • Our cleaning practices are environmentally conscious, utilising sustainable methods and products wherever possible.

Post-Cleaning Inspection:

  • A walk-through with the client or a representative is encouraged post-cleaning to ensure satisfaction with the service provided.

High Rise Exterior Cleaning Terms and Conditions

Service Overview:

  • Using specialised equipment and techniques, we specialise in high-rise exterior cleaning services, including window cleaning, façade washing, and other external maintenance for high-rise buildings.

Safety and Compliance:

  • Our operations strictly adhere to local safety standards and regulations for high-rise work. We prioritise the safety of our staff and your property at all times.

Quotation and Payment:

  • Quotes are tailored based on the building’s specifics, such as height, accessibility, and cleaning requirements. Site visits may be necessary for accurate estimation.
  • Payment terms usually include a deposit upon booking, with the balance due upon job completion.

Client Responsibilities:

  • Clients must secure necessary permissions for exterior cleaning and provide safe access for our team.
  • Informing building occupants about the scheduled cleaning is recommended to minimise disruptions.

Weather Conditions:

  • High-rise cleaning is dependent on suitable weather conditions. We reserve the right to reschedule services in adverse weather to ensure safety and quality.

Damage and Liability:

  • We are not liable for any pre-existing damages to the building exterior. Any damage concerns should be discussed before service commencement.
  • Damage claims related to our services must be made within 24 hours of job completion.

Service Limitations:

  • Our services are focused on cleaning and maintenance, excluding repairs or extensive restorations.
  • Areas with complicated access may incur additional safety measures and costs.

Environmental Practices:

  • We utilise eco-friendly cleaning solutions and practices, ensuring responsible water usage and minimal environmental impact.

Post-Service Inspection:

  • A joint inspection with the client or their representative is conducted post-service to ensure satisfaction and address immediate concerns.

Rubbish Removal Terms and Conditions

Service Scope:

  • Our rubbish removal service includes collecting and properly disposing of general waste, recyclables, and specified bulky items. Please inform us beforehand about any hazardous materials or large items requiring special handling.

Pricing and Quotations:

  • Quotes for rubbish removal are based on the volume, type of waste, and accessibility. We reserve the right to adjust the quote upon actual assessment at the job site.
  • Any additional costs incurred due to unforeseen circumstances or additional requirements will be communicated and require your approval before proceeding.

Scheduling and Timeliness:

  • We strive to adhere to the scheduled time. However, traffic and other uncontrollable factors may occasionally cause delays. We’ll keep you informed of any changes in our arrival time.

Preparation for Removal:

  • Please ensure that all rubbish is accessible and, where possible, segregated for efficient removal. Additional charges may apply for extra labour required to collect or sort waste.

Prohibited Items:

  • Our rubbish removal service does not include toxic, hazardous, or dangerous materials such as asbestos, chemicals, or biological waste. Please get in touch with specialised services for these items.

Liability and Damages:

  • While we take utmost care in handling your property, we are not liable for any damages to underground utilities or concealed or unmarked items during rubbish removal activities.
  • Any claims for damages must be reported within 24 hours of service completion.

Environmental Compliance:

  • We are committed to environmentally responsible waste disposal. Recyclable materials are segregated and disposed of in compliance with local council regulations.

Payment Terms:

  • Payment is due upon completion of the service. We accept credit card payments, bank transfers, or approved business accounts.

Customer Satisfaction:

  • If you are dissatisfied with any aspect of our rubbish removal service, please get in touch with us within 24 hours. We value your feedback and will endeavour to resolve any issues promptly.