Our Policies

1. Purpose

This policy outlines Opal Premium Cleaning Co.'s responsibilities and standards regarding the handling of client property, physical access (keys, codes, fobs), and personal information. Our aim is to uphold the highest levels of security, privacy, and professional conduct at all times. Clients entrust us with access to their homes, businesses, and sensitive information, and we take this responsibility seriously.

2. Scope

This policy applies to:

All Opal Premium Cleaning Co. employees, subcontractors, and representatives

All residential, commercial, and real estate clients

Any situation where we are entrusted with access tools, security information, or sensitive client data

This policy should be read in conjunction with:

Key Holder Policy (detailing procedures for key transfers, secure storage, and client-to-company authorisations)

Photography Privacy Policy (governing image capture, consent, and data storage)

3. Key Handling & Physical Access Security

3.1   Logging and Storage

Once keys have been received and formally receipted by the client, all client keys, access cards, or alarm codes are immediately registered in our secure Key Log System. This system tracks the following details for every entry:

·         Client name and property address

·         Type of key/access (physical key, alarm, code, fob)

·         Date/time received and returned

·         Assigned staff member

• Keys are stored in a locked, access-controlled key cabinet, with access limited to authorised personnel only.

3.2   Handling Protocols

Keys are never labelled with identifiable client addresses.

Keys are not duplicated under any circumstance unless written authorisation is received from the client.

At no time will keys be given to unauthorised individuals or used for purposes unrelated to scheduled cleaning services.

Staff must sign out keys before each shift and return them promptly upon completion of service.

Lost, stolen, or misplaced keys must be reported to management immediately, and the affected client will be contacted the same day.

3.3 Master and High-Security Keys

For master keys or high-security systems (e.g. real estate portfolios, multi-site contracts), additional precautions apply, including:

·         Security deposit requirement, if applicable

·         Restriction to senior staff only

·         Documentation of chain-of-custody

Please refer to the Key Holder Policy for a more in-depth look at how keys are managed, handled, transferred, and protected throughout their lifecycle.

4. Client Property Protection

Our staff are trained to treat all client properties with the utmost care and respect.

Staff are not permitted to open drawers, cabinets, or access rooms without client instruction.

No item will be removed from the premises unless:

·         It is part of the service (e.g., rubbish or laundry)

·         It has been specifically authorised by the client (e.g., donations, recycling)

Employees undergo national police background checks and reference screening as part of the hiring process.

All cleaning supplies and equipment are handled with care to avoid any damage to client property, surfaces, or belongings.

5. Confidentiality & Personal Data Protection

5.1 Information Security

Personal details such as names, addresses, contact numbers, alarm codes, and access instructions are:

·         Stored securely in encrypted client management software

·         Accessed only by authorised management or staff assigned to a specific job

·         Not shared with any external parties unless required by law

5.2 Verbal & Written Communication

Client information is treated as confidential at all times, including in verbal discussions.

Staff are strictly prohibited from discussing client details with anyone outside the business.

5.3 Digital Privacy & Photography

From time to time, staff may take photos for quality assurance, damage documentation, or proof of service completion.

These photos are:

·         Taken only of cleaning-related areas (e.g., before-and-after photos of surfaces)

·         Never shared publicly or used for marketing without written client consent

·         Stored securely and reviewed only by authorised team members

For a more in-depth explanation of how client photos are handled, stored, and protected, please refer to our Photography Privacy Policy.

6. Breach & Incident Response

If any security or privacy breach occurs (e.g., lost keys, unauthorised entry, data leak), the following steps will be taken:

1. Immediate reporting by staff to management

2. Client notified as soon as possible with a full account of the incident

3. Internal investigation launched to determine cause and accountability

4. If negligence on our part is confirmed, we will:

1. • Fully cover the cost of rekeying, alarm resets, or relevant replacements

   • Offer support in securing the property

   • Take disciplinary action against any staff involved

All incidents are logged for compliance, audit, and continuous improvement purposes.

7. Employee Compliance & Disciplinary Action

All employees must sign a declaration confirming their understanding and acceptance of this policy upon hire.

Breaches of this policy—such as unauthorised access, mishandling of keys, or sharing of private information—are treated as gross misconduct and may result in:

·         Immediate termination of employment

·         Civil or criminal legal proceedings, depending on the nature of the breach

·         Removal from current and future client assignments

Compliance audits and refresher training are conducted regularly.

8. Client Responsibilities & Consent

By engaging our services, clients acknowledge and agree to:

·         Provide accurate access information, including changes to locks, codes, or authorised contacts

·         Secure or declare high-value items in writing (see our Terms and Conditions Summary)

·         Notify us immediately of any security concerns

·         Review and understand both this policy and the referenced Key Holder Policy and Photography Privacy Policy

We are committed to continuous transparency and welcome any questions clients may have about our procedures.

9. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

10. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Client Privacy and Security Policy, including your rights regarding the protection of your personal information and property, and our commitment to maintaining confidentiality and safeguarding your security at all times.

1. Purpose

The purpose of this policy is to provide a fair, consistent, and structured approach to managing complaints from clients or other stakeholders. Opal Premium Cleaning Co. is committed to delivering high-quality services and views feedback as a critical tool for ongoing improvement.

2. Scope

This policy applies to all clients, staff members, subcontractors, and representatives of Opal Premium Cleaning Co. It covers complaints relating to:

·         Service quality

·         Lost or stolen items

·         Damaged or broken property

·         Staff conduct and communication

·         Safety concerns

·         Any other aspect of our operations

3. Policy Statement

We are committed to:

·         Resolving complaints promptly, respectfully, and fairly

·         Ensuring all complaints are taken seriously and investigated appropriately

·         Using feedback to improve service delivery

·         Providing a transparent and accessible complaints process

4. Definitions

Complaint: An expression of dissatisfaction about a service, staff member, or outcome.

Complainant: The individual or party lodging the complaint.

Early Resolution: Informal efforts to resolve a concern before progressing to a formal complaint.

5. Providing Feedback or Reporting Minor Issues

Clients are encouraged to provide feedback or raise minor concerns through the following channels:

·         Online Reviews: Via our website or platforms like Google or Facebook

·         Direct Contact: Speak with your assigned cleaner or contact our office by phone or email

·         Formal Complaint: Submit a written complaint using the Complaints Form, available on our website or by request

All feedback, whether positive or negative, is welcomed and addressed professionally.

6. Complaints Handling Process

6.1 Early Resolution (Informal Stage)

Step 1: Identify – Raise concerns directly with your assigned cleaner, supervisor, or via email.
Step 2: Listen & Acknowledge – Staff must listen respectfully and avoid defensiveness.
Step 3: Clarify – Ask questions to fully understand the issue.
Step 4: Resolve On-the-Spot – Where possible, resolve immediately (e.g., re-clean, apology, adjustment).
Step 5: Escalate if Needed – If unresolved or serious, progress to formal complaint.

6.2 Formal Complaint Process

Step 6: Submission – Submit the Complaints Form via email or our website.
Step 7: Acknowledgement – We will acknowledge receipt within 2 business days.
Step 8: Investigation – A manager will investigate the complaint confidentially and fairly.
Step 9: Response – A formal written outcome will be provided within 10 business days.
Step 10: Record Keeping – All complaints are logged for internal review and quality assurance.
Step 11: Follow-Up – We will check in with the complainant to confirm resolution and satisfaction.

6.3 Complaint Categories

To ensure clarity and a structured response process, complaints are assessed according to the following categories. This classification assists in managing expectations and ensures each issue is addressed with appropriate priority and procedure.

6.3.1 Lost or Stolen Items

Opal Premium Cleaning Co. holds our team to the highest standards of honesty and integrity. In the rare event a client believes an item is missing or has been stolen during or after a service visit, the following will apply:

·         The complaint must be lodged within 24 hours of service completion.

·         The client should provide a detailed description of the missing item, including its estimated value and location prior to the clean.

·         The company will conduct a full internal review, including staff interviews, schedule verification, and review of photos taken during the clean (if available).

·         Where applicable, clients may be advised to file a police report.

·         Opal Premium Cleaning Co. will cooperate with any lawful investigation and assist with insurance documentation where appropriate.

Please note: All staff must promptly register any lost items upon discovery to enable Management to notify clients and arrange for their return. The Lost and Found Register is available for review at any time upon request, with client addresses redacted to maintain privacy.

Opal Premium Cleaning Co. is not liable for the loss of any items that were not securely stored, left in plain sight, or not properly declared prior to service. This includes, but is not limited to, small high-value items such as jewellery, cash, electronics, or personal valuables.

By signing the onboarding documents and agreeing to the Terms and Conditions Summary, clients acknowledge their responsibility to disclose any items of significant value in writing prior to the commencement of services. Failure to do so may be deemed negligence on the part of the client and limits our liability in the event of a claim.

Clients are strongly advised to secure or remove all valuables before scheduled cleaning services.

6.3.2 Damaged or Broken Property

While our staff are trained in safe handling procedures and diligence, unintentional damage may occur. In these cases:

• All suspected damage must be reported within 24 hours of service.

• The complaint should include clear photographic evidence and details of the damage.

• Clients are encouraged to compare the condition with photos taken by Opal staff as part of our quality assurance process, when available.

• A manager will investigate the incident and assess whether the damage was avoidable and attributable to staff actions.

If fault is determined, Opal Premium Cleaning Co. may offer one or more of the following:

• Professional repair or replacement

• Reimbursement up to fair market value

·         Lodgement of an insurance claim on behalf of the client

We do not accept responsibility for pre-existing damage, wear and tear, or damage to items that are improperly assembled, inherently fragile, or of high value and not disclosed in advance.

6.3.3 Staff Conduct and Communication

We prioritise professional, respectful interactions at all times. Any issues relating to behaviour, communication, or interpersonal conduct will be taken seriously:

• Examples may include rudeness, inappropriate comments, lack of communication, or breaches of professionalism.

• Clients should provide a factual description of the incident, including time, date, and names (if known).

• Management will interview the staff involved and may review any related correspondence or service notes.

If the complaint is substantiated, actions may include:

• Staff retraining

• Formal warnings

• Removal from the client’s job rotation or termination for serious misconduct

We are committed to ensuring clients feel safe, respected, and heard throughout every interaction with our team.

6.3.4 Safety Concerns

Opal Premium Cleaning Co. operates with a strong commitment to workplace and environmental safety. Clients are encouraged to report:

• Unsafe work practices

• Hazards or near-miss incidents

• Breaches of COVID-safe or chemical handling procedures

• Any incident resulting in potential harm to people or property

These reports will be prioritised and immediately escalated to senior management. Investigations will involve staff debriefings, hazard assessments, and updates to risk protocols where required. Safety-related complaints may also trigger a temporary suspension of service at the affected property pending review.

6.3.5 Other Operational Matters

We understand that not all complaints fall neatly into one category. Clients may also raise concerns such as:

• Cleaner lateness or missed appointments

• Incomplete or inconsistent service outcomes

• Discrepancies in what was quoted vs delivered

• Incorrect invoicing or follow-up issues

These concerns will be reviewed with the same care and professionalism. Our goal is to learn from every issue and deliver consistent, reliable service across all properties.

7. Complaint Acknowledgement & Response Timeframes

Acknowledgement: Within 2 business days of receiving the complaint

Resolution: Full written outcome provided within 10 business days

Complex Cases: Clients will be informed of delays and provided with regular updates

8. Re-Clean & Refund Policy

8.1 Re-Clean

We offer a complimentary re-clean of the affected area where:

·         The original service did not meet reasonable expectations or agreed standards, with photographic evidence of affected areas, to be used in comparison with the photos by Opal Staff as a part of our quality assurance.

·         The request is submitted within 24 hours of service completion using the formal complaint form.

·         The area has not been used or altered since the initial clean

8.2 Refund

A partial or full refund may be considered:

·         Based on severity and avoidability of the issue

·         If the client prefers a refund over a re-clean

·         At our discretion following investigation

If these criteria are not met, then the complaint is not eligible to receive a refund.

For a comprehensive understanding of your entitlements, conditions, and the procedures involved in requesting a re-clean or refund, we encourage you to review our full Refund Policy. This document outlines all eligibility criteria, applicable timeframes, exclusions, and the steps required to lodge a formal request. Accessing and reviewing the full policy ensures transparency and helps clients make informed decisions regarding service concerns.

9. Exclusions

Re-cleans or refunds will not be offered for:

·         Complaints made more than 24 hours after service

·         Issues unrelated to service quality (e.g., preferences not previously stated)

·         The claimed area are not photographed for proof.

·         Matters outside our control (e.g., denied access, unsafe conditions, out-of-scope items)

10. Unresolved Complaints

If a client is dissatisfied with the outcome, they may:

·         Request a secondary review by the business owner

·         Escalate the matter to an external dispute resolution body, such as Consumer Affairs Victoria

11. Confidentiality and Non-Retaliation

All complaints will be handled confidentially. Clients and staff will not face retaliation or negative treatment for raising a genuine concern in good faith.

12. Responsibilities

Client: Must report their issue within the standard time frame, and offer proof of unmet standards.

Staff: Must respond to concerns professionally and inform management.

Supervisors/Managers: Responsible for investigation, documentation, and resolution.

Owner/Director: Oversees complaint processes and handles complex or unresolved issues.

13. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

14. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Complaint, Refund, and Reclean Policy, including your rights to raise concerns, request a reclean where service outcomes are not met, and seek a fair resolution such as a refund in accordance with this policy.

1.    Purpose

This COVID-19 Protocol outlines the procedures and safety measures adopted by Opal Premium Cleaning Co. to protect clients, staff, and the community during the ongoing presence of COVID-19 in Victoria. It ensures compliance with the current guidance issued by the Victorian Department of Health and Safe Work Australia.

2.    Scope

This protocol applies to all employees, subcontractors, clients, site visitors, and third-party agents engaged in cleaning operations across residential, commercial, and real estate-managed properties.

3. Responsibilities

Management Will:

·         Provide PPE and hygiene supplies to staff

·         Monitor updates from the Department of Health (Vic)

·         Notify staff of any changes in public health advice

·         Support staff needing to isolate due to illness or exposure

Staff Must:

·         Follow all procedures in this protocol

·         Notify management immediately if experiencing symptoms or testing positive

·         Complete daily self-screening checks

·         Maintain hygiene and sanitisation standards during work

4. COVID-Safe Work Practices

Daily Health Checks

·         All team members must conduct a self-assessment before starting work

·         Any staff with flu-like symptoms, fever, sore throat, cough, or loss of smell/taste must stay home and get tested

Hygiene Measures

·         Hand hygiene must be performed before and after each job

·         Use hand sanitiser (minimum 60% alcohol) or wash hands with soap for at least 20 seconds

·         Avoid touching your face during work

·         Cough/sneeze into elbows and use disposable tissues

PPE (Personal Protective Equipment)

·         Gloves must be worn for all cleans and disposed of after each site

·         Masks are to be worn in shared spaces or when physical distancing is not possible

·         Eye protection is recommended when using strong chemicals or working in close contact

Equipment & Surface Sanitisation

·         Cleaning equipment must be sanitised after each job

·         Use hospital-grade disinfectants on high-touch areas (e.g., doorknobs, light switches, counters)

·         Disinfect vehicle touch points between jobs (steering wheel, handles, etc.)

5. Physical Distancing

·         Maintain 1.5 metres distance from clients and other contractors where possible

·         Avoid unnecessary contact such as handshakes

·         Only one cleaner in small rooms at a time (where possible)

6. Client Interaction

Clients must notify us if they or anyone in the property:

·         Is currently positive for COVID-19

·         Is awaiting test results

·         Is under isolation/quarantine orders

In these cases, services will be rescheduled or adapted based on risk and government advice

Clients may be asked to vacate the property during the clean or remain in a separate room

7. Positive Case or Exposure Procedure

If a team member tests positive or is a close contact:

·         Immediate notification to management

·         Cleaner must isolate as per Victorian Department of Health guidance

·         Clients affected will be notified confidentially and any high-risk cleans rescheduled or reassigned

·         Thorough cleaning and disinfection of affected tools and transport will be conducted

8. Record Keeping

·         Worksite visits, staff schedules, and client contact details are recorded to assist with contact tracing if required

·         Attendance logs are maintained for all team members and subcontractors

9. Vaccination Policy

While not currently mandated, Opal Premium Cleaning Co. encourages all staff to stay up to date with COVID-19 vaccinations and booster doses in accordance with Victorian Government recommendations.

10. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

·         Government regulations change

·         A workplace COVID-19 incident occurs

·         Feedback or audit indicates the need for adjustment

11. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this COVID-19 Safety Policy, including your responsibilities to disclose relevant health information where required, and our commitment to follow health guidelines to protect the safety of clients, staff, and the community.

1.    Purpose

This Key Holder Policy Agreement (the "Agreement") is entered into between Opal Premium Cleaning Co. ("the Company") and the undersigned client ("the Client") to establish the terms and conditions governing the secure and efficient transfer, management, and return of keys required to access the Client’s designated premises (“Premises”) for the provision of cleaning services.

2. Key Transfer Process

2.1 Submission of Keys

The Client must provide one (1) complete set of keys necessary for access to the Premises.

Keys must be delivered in a sealed envelope clearly labeled with the Client's full name, Premises address, and the date of transfer.

Keys must be handed directly to an authorized Company representative or sent to the Company’s designated office via a secure and trackable method, such as registered courier or certified mail.

2.2 Key Receipt and Acknowledgement

Upon receipt, the Company will inspect the keys to ensure they are functional and correspond to the Premises.

The Company will provide the Client with a signed Key Receipt Form (Exhibit A) acknowledging receipt and condition of the keys.

The Client must countersign the Key Receipt Form to confirm acceptance of the terms regarding key custody.

3. Security and Liability

3.1 Key Storage and Handling

Keys will be stored securely in an access-controlled environment, logged within the Company’s key management system to maintain a clear chain of custody.

Access to the keys is strictly limited to authorized personnel who have undergone appropriate training and background checks.

3.2 Lost or Damaged Keys

The Company commits to notifying the Client immediately upon discovery of any loss, theft, or damage to the keys.

If the loss or damage results from the Company’s negligence, the Company will bear the cost of replacement keys or rekeying of locks.

If negligence cannot be established, the Client agrees to pay a key replacement fee of $200 to cover costs associated with replacement or rekeying.

3.3 Unauthorized Duplication

The Company expressly prohibits any duplication or copying of Client keys without prior written consent from the Client.

Unauthorized duplication or misuse of keys constitutes a breach of this Agreement and may result in immediate termination of services and possible legal action.

4. Termination and Key Return

4.1 Termination of Services

Upon termination or expiration of services, the Company shall return all keys to the Client within five (5) business days via secure courier service or arrange for in-person collection at the Client’s discretion.

A Key Return Form (Exhibit B) will be signed by both parties upon return to document transfer and condition of keys.

The Company reserves the right to withhold final invoices until key return is completed, where applicable.

5. Indemnification

The Client agrees to indemnify and hold harmless Opal Premium Cleaning Co., its officers, employees, and agents from and against any claims, losses, damages, liabilities, or expenses arising out of or related to the transfer, use, custody, or handling of keys by the Client, except where such loss or damage is caused by the Company’s proven negligence or willful misconduct.

The Client accepts responsibility for ensuring keys are only used for agreed purposes and in accordance with this Agreement.

Exhibits

• Exhibit A: Key Receipt Form

• Exhibit B: Key Return Form

13. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

14. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Key Holder Policy, including the procedures for securely handling client keys and access codes, and your rights regarding the protection of your property and privacy.

1.    Purpose

The purpose of this Payment Policy is to establish clear, consistent, and transparent guidelines regarding invoicing, payment expectations, cancellations, and refunds. This policy ensures both the Company and its clients maintain a fair and professional financial relationship.

2.    Scope

This policy applies to all clients of Opal Premium Cleaning Co., including:

• Residential and private customers

• Real estate agencies and property managers

• Commercial and strata clients

• One-off and recurring service customers

It applies to all service types including but not limited to:

• Standard and deep cleaning

• End-of-lease and bond cleans

• Property maintenance cleans

• Special request or once-off cleaning services

•  

3.    General Payment Terms

Payment Due Date: Payment is due within 7 calendar days from the date of invoice, unless otherwise agreed in writing.

Accepted Payment Methods:

• Bank Transfer (details provided on invoice)

• Credit/Debit Card (processing fees may apply)

• PayID or EFT

• Cash (only by prior arrangement)

Invoice Issuance: Invoices are issued via email upon completion of service or in line with the client’s agreed billing cycle.

4.    Late Payment & Overdue Accounts

Late Fee: A late fee of $15.00 or 5% of the outstanding balance (whichever is greater) may be applied to invoices unpaid 14 days after the due date.

Service Suspension: Services may be paused or cancelled if payment remains overdue by 21 days.

Debt Recovery: Invoices overdue by 30+ days may be referred to a collections agency. All costs associated with recovery will be added to the client’s balance.

5. Booking Deposits (If Applicable)

For large jobs (e.g. bond cleans, deep cleans, commercial blocks), a 30% deposit may be required to secure your appointment.

Deposits are non-refundable if cancellations occur with less than 48 hours' notice.

6. Real Estate and Commercial Accounts

Custom payment terms (e.g. 14 or 30-day EOM accounts) can be negotiated and agreed to in writing.

A purchase order or written authorisation may be required prior to invoicing.

Failure to comply with agreed terms may result in withdrawal of account status.

7. Disputed Charges

Clients must notify the Company of any disputed charges within 5 business days of receiving the invoice.

While a dispute is under review, payment of all undisputed amounts remains due by the invoice due date.

8. Cancellations and No-Shows

Less than 24 hours' notice: A cancellation fee of 50% of the service fee will apply.

On-the-day no-show or denied access: 100% of the scheduled fee will be charged unless waived by the Company due to emergency circumstances.

9. Refunds

Refunds will be considered in the following cases:

• Overpayment

• Payment made for a service not delivered due to the fault of the Company (See the Full Complaints, Refund and Reclean Policy for further details).

• Approved service quality complaint, following internal review

• Refunds are processed via the original payment method within 5–10 business days.

10. Rate Changes

All service rates are subject to periodic review.

Clients will be given a minimum of 30 days' written notice of any rate increases for ongoing or scheduled services.

11. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

12. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Payment and Invoicing Policy, including agreed payment terms, invoicing procedures, and your rights and obligations regarding timely settlement of accounts.

Purpose

This policy outlines how Opal Premium Cleaning Co. manages the collection, use, storage, and distribution of photographs taken in the course of providing cleaning services. The aim is to protect client privacy while enabling the company to document, monitor, and showcase its work where appropriate and permitted.

2. Scope

This policy applies to:

• All photographs taken by Opal Premium Cleaning Co. staff, contractors, or agents
• All properties, spaces, and environments serviced by the company
• All clients (residential or commercial), staff members, and stakeholders whose premises or personal items may appear in such images

3. When and Why We Take Photos

We may take photographs under the following circumstances:

3.1 Operational Purposes

Before/after images to document cleaning results
Damage documentation for reporting and insurance purposes
Training and quality assurance

3.2 Promotional Purposes

        For marketing, including social media, website galleries, printed materials, or case studies

Note: Photographs intended for public or promotional use will only be taken and shared with explicit written client consent.

4. Consent Requirements

Clients will be asked to sign a Photography Consent Form if any images are to be used externally (e.g., for marketing)
No photos that reveal client identity (e.g., faces, photos of people, identifying details, addresses, personal décor, or valuables) will be used without written permission
Refusal or withdrawal of consent does not affect the provision of services in any way

5. Privacy & Data Protection

We take all reasonable steps to ensure that photographs are:

• Stored securely in encrypted or access-controlled systems
• Only accessible to authorised staff and management
• Used solely for the purposes specified at the time of capture
• Never sold, shared, or distributed to third parties without consent unless legally required

6. Withdrawing Consent

Clients may withdraw their consent for use of images at any time by providing written notice.
Upon receipt:

• We will cease use of the images for the specified purpose
• We will delete the images from our marketing systems (where feasible), unless required to retain them for insurance, operational, or legal reasons
• Confirmation of withdrawal and action taken will be provided in writing

7. Employee Responsibilities

All employees must complete training on this policy and client privacy expectations
No photographs may be taken on-site without clear operational need or appropriate approval
Staff must never share images taken during service on personal devices or social platforms
Breach of this policy may result in disciplinary action or termination

8. Breach Reporting & Accountability

Any client concerns or suspected misuse of images must be reported immediately to management.
If a breach occurs, we will:

• Investigate promptly
• Notify affected clients within 48 hours
• Take corrective action, including deletion, system access reviews, and potential staff discipline

9. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

10. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this policy and your rights regarding photographic privacy.

. Purpose

Opal Premium Cleaning Co. is committed to providing high-quality cleaning services and ensuring client satisfaction. This Refund Policy explains the circumstances under which clients may request refunds or service remediation, the procedures for lodging such requests, and the standards used to assess them.

2. Scope

This policy applies to all cleaning services provided by Opal Premium Cleaning Co., including residential and commercial clients. It covers situations where services were not performed as agreed and sets out the eligibility criteria and processes for refunds or alternative remedies.

3. Definitions

Service Deficiency: A measurable failure in the delivery of cleaning services, such as missed tasks, substandard cleaning, or failure to attend.

Client: The individual or entity that has contracted Opal Premium Cleaning Co. for cleaning services.

Refund: Monetary reimbursement given to a client for unsatisfactory service.

Re-clean: A complimentary repeat cleaning of affected areas to rectify service issues.

Supporting Evidence: Documentation such as photos, videos, or written statements provided by the client to substantiate a complaint.

4. What Constitutes “Service Not Performed As Agreed”

A cleaning service will be considered not performed as agreed if any of the following conditions apply:

• Missed Appointment: The cleaner fails to attend the scheduled service without timely notice or valid explanation.

• Incomplete or Rushed Service: The cleaning duration was significantly shorter than booked, resulting in key areas or tasks being omitted or inadequately performed.

• Omission or Poor Quality: Specific areas (e.g., kitchen, bathrooms, windows) identified in the booking were missed or cleaned below acceptable standards.

• Unsafe or Unprofessional Conduct: The cleaning was conducted in a manner that caused hazards, damage, or demonstrated unprofessional behaviour.

• Failure to Meet Promised Standards: The service quality falls substantially below industry standards or what was expressly agreed with the client.

Exclusions: Minor imperfections, normal wear and tear, client preferences not communicated prior, and limitations due to property condition do not qualify as grounds for refunds.

5. Client Responsibilities

Clients are expected to:

• Provide clear, accessible entry and preparation for the cleaning service.

• Secure or remove valuables before the service.

• Communicate any special instructions or preferences before the service date.

• Report any service issues or deficiencies within 24 hours of service completion.

• Provide clear, dated evidence supporting their claim (e.g., photos).

• Comply with all relevant terms and conditions, including cancellation policies.

6. Refund and Re-Clean Request Procedure

To lodge a refund or re-clean request:

1. Submit a Complaint: Contact Opal Premium Cleaning Co. via email at enquiries@opalpcc.com within 24 hours of service completion. We will respond and issue a ‘Formal Complaint form’.

2. Provide Details: Using the formal complaint form, include a detailed description of the issue along with supporting evidence (photos, videos, written accounts).

3. Internal Review: Management will investigate the claim by reviewing cleaner reports, logs, and evidence.

4. Resolution Offer: Depending on the assessment, one of the following may be offered:

• Complimentary re-clean of affected areas

• Partial refund based on the scope of the issue

• Full refund in exceptional cases

• Alternative remedies such as service credits or discounts

5. Decision Timeline: The client will receive a written response within 10 business days of complaint submission.

6. Refund Processing: Approved refunds will be issued within 7–10 business days via the original payment method unless otherwise agreed.

7. Refund Limitations

Refunds or re-cleans will not be issued when:

• Complaints are lodged after 24 hours from the service date.

• No evidence or insufficient evidence is provided.

• The issue relates solely to subjective preferences or minor imperfections.

• The client cancelled the service and did not comply with cancellation policies.

• Service access was restricted due to client circumstances or unsafe conditions.

• The complaint relates to external factors beyond Opal Premium Cleaning Co.’s control.

8. No Double Dipping

Clients must choose between a refund or a re-clean for the same issue; both remedies will not be provided simultaneously.

9. Communication Standards

All refund or complaint correspondence should be made by email to ensure clear documentation.

Clients can expect an initial acknowledgment within 2 business days of complaint receipt.

Regular progress updates will be provided if investigations require more than 5 business days.

Management contact details will be provided for escalations.

10. Privacy and Data Protection

All personal information and evidence submitted in complaints will be handled confidentially and stored securely in accordance with applicable privacy laws.

Data will only be used for complaint resolution and service improvement and retained only as long as necessary.

11. Dispute Resolution

If a client is dissatisfied with the resolution, they may:

• Request a secondary internal review by senior management.

• Seek mediation or arbitration through an agreed external body.

• Refer the matter to Consumer Affairs Victoria or relevant consumer protection agency.

12. Force Majeure

Opal Premium Cleaning Co. is not liable for service failures or refund obligations arising from events beyond our reasonable control, such as natural disasters, government restrictions, or emergencies.

13. Examples of Common Resolutions

• Example 1: A client reports that the bathroom was not cleaned. After review and photo verification, a complimentary re-clean is offered.

• Example 2: A cleaner arrives late but completes the work. No refund is issued, but a goodwill discount on the next booking may be provided.

14. Related Policies

This Refund Policy should be read in conjunction with:

• Cancellation and Rescheduling Policy

• Complaints and Dispute Resolution Policy

• Privacy Policy

• Terms and Conditions of Service

15. Policy RevieW

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

16. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Refund Policy, including the circumstances under which a refund may be provided, and your rights to a fair resolution in line with consumer guarantees.

The purpose of this policy is to establish clear guidelines regarding circumstances under which Opal Premium Cleaning Co. (“we,” “us,” “our”) may refuse or suspend cleaning services, and the protocols surrounding denied access to client premises. This ensures the safety of our staff and protects both parties from misunderstandings and undue costs.

2. Scope

This policy applies to all cleaning services provided by Opal Premium Cleaning Co., including residential, commercial, and real estate cleaning engagements.

3. Policy Statement

Opal Premium Cleaning Co. is committed to providing high-quality services in a safe working environment. We reserve the right to refuse or suspend service when conditions present a risk to our employees or equipment, or when access to the premises is denied or obstructed without reasonable cause.

4. Service Refusal Conditions

4.1 Unsafe Work Environment

• We may refuse or suspend service if, upon arrival or during the cleaning process, any of the following conditions exist:

• Violence or Threats: Any physical or verbal abuse, threats, or harassment directed at staff.

• Extreme Hoarding: Excessive clutter or debris posing health or safety risks.

• Pest Infestation: Presence of rodents, insects, or other pests that could endanger staff or affect service quality.

• Biohazards: Bodily fluids, mould, chemical hazards, or other biohazardous materials not disclosed prior to service.

• Unsafe Structures: Unstable furniture, flooring, or premises conditions that pose immediate risk.

In such cases, service will be suspended or cancelled, and the client will be notified immediately.

5. Access Denial

5.1 Failed Access Due to Locked Premises

If the cleaning team arrives on-site at the agreed time and is unable to access the premises due to locked doors, gates, or security systems without prior arrangement:

• The client will be charged a failed access fee to cover travel and labour costs.

• The fee amount is [specify amount or calculation method], payable regardless of rescheduling or subsequent access success.

5.2 Incorrect or Missing Access Information

Clients are responsible for providing accurate access instructions, including:

• Keys, security codes, fobs, or building passes.

• Gate or security alarm instructions.

Failure to provide or incorrect information that results in failed access will incur the same failed access fee.

5.3 No-Show or Cancellation Without Notice

If the client is not present and has not granted access for the cleaning service, or if there is a no-show without adequate notice, the full service fee may be charged.

6. Notification & Resolution

·         Upon service refusal or failed access, we will notify the client immediately via phone and email.

·         Clients will be offered the opportunity to reschedule the service at a mutually agreed time.

·         Any outstanding fees must be settled prior to rescheduling or continuation of services.

7. Payment of Fees

• Failed access fees and charges for refused service are due within 7 days of invoicing.

• Unpaid fees may result in suspension of future services until cleared.

8. Client Responsibilities

Clients must:

• Provide accurate and timely access details before the scheduled service.

• Ensure the premises are safe and free from hazards that may jeopardize staff safety.

• Secure pets or inform us of any animal presence to avoid risks.

9. Staff Safety

The safety and wellbeing of our staff are paramount. We do not tolerate abusive or threatening behaviour, and incidents will be documented and may be reported to authorities if necessary.

10. Policy Review

This policy will be reviewed annually or earlier if triggered by:

·         A significant incident

·         Legal or regulatory change

·         Patterns in complaints or service issues

11. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria.

Agreement

By engaging the services of Opal Premium Cleaning Co., and signing the related consent forms where applicable, you acknowledge your understanding and acceptance of this Service Refusal and Access Denial Policy, including our right to refuse or withdraw services where access is unsafe, inappropriate, or denied, and your rights and obligations in relation to such circumstances.