Terms & Conditions

Opal Premium Cleaning Co.

Effective Date: June 10, 2025

By booking or engaging the services of Opal Premium Cleaning Co. (“we,” “us,” “our”), you (“Client,” “you,” “your”) agree to the following terms and conditions:

1. Definitions

“Service”: any cleaning, maintenance, or related work performed by us.

“Premises”: the location(s) specified by you for us to perform the Service.

“Reasonable Mess”: as defined in Section 3 below.

2. Scope of Services

We will perform only those tasks expressly ordered in your booking confirmation.

Any additional tasks (“Extra Services”) must be agreed in writing (e-mail or addendum) and may incur extra charges.

3. Reasonable Mess & Site Condition

Reasonable Mess Includes

· Everyday dust, dirt, pet hair, light rubbish (bagged), dishes (up to a reasonable number).

· Standard kitchen and bathroom residue.

Unreasonable Mess (Additional Fee or Refusal)

· Hoarding-level clutter, biohazards (bodily fluids, mould, infestations).

· Sharps or hazardous chemicals.

· Excessive pet waste not pre-cleaned by owner.

· Pest infestation

If the Premises pose health or safety risks, we may suspend or cancel the Service on arrival; you will be charged for travel and time.

4. Proof of Cleaning & Quality Assurance

We take date-stamped “before” and “after” photos to document service.

You may request a completion report or photo gallery within 24 hours.

Any deficiencies reported within 24 hours will be remedied at no extra cost.

4.1 Marketing Use of Images

Client Consent: By agreeing to our services, you grant Opal Premium Cleaning Co. a non-exclusive, royalty-free, worldwide license to use any “before” and “after” photographs taken by us for the purposes of advertising, marketing, or social media.

Anonymity Requirements: We agree not to publish any image that contains:

· Faces, names, or any clear identifiers of the Client or their guests;

· Personal documents, mail, computer screens, prescription labels, or other items that could reasonably disclose your identity or address.

Review & Removal: If you believe an image we’ve posted inadvertently reveals your identity, you may request its removal at any time by emailing us at coo@opalpremiumcleaning.com. We will remove the image within 48 hours of your request.

5. Customer Obligations

Provide safe, unobstructed access, keys, codes, or security passes before arrival.

Secure or remove all valuables, jewellery, cash, personal documents.

Notify us of any health or safety hazards (e.g., slippery floors, unstable furniture).

Ensure power, water, and lighting are functional.

6. Pets & Animal Areas

You must secure pets during Service to prevent escape or injury.
We will not handle animal waste beyond routine vacuuming; excessive pet fouling is “unreasonable mess.”

We are not liable for pet bites, scratches, or illness.

7. Equipment & Consumables

We supply standard eco-friendly cleaning products and equipment.

If you request use of your own products, you warrant they are safe and effective; we are not liable for damage from third-party products.

Breakages or damage due to normal wear are not chargeable; damage due to negligence will be charged at replacement cost.

8. Access, Lost & Stolen Items

Lost Keys: If staff lose keys, we will reimburse up to AUD 100 for standard key replacement.
Client-Supplied Keys: We are not liable for keys left in unsecured spots (e.g., under mats).

Stolen Items

Reporting: You must report any suspected theft in writing within 24 hours of the Service.
Investigation & Compensation: We will conduct a thorough investigation—reviewing photo logs, key-registers, staff timesheets, and any available CCTV footage. If we’re found negligent, we may compensate you up to the amount of the Service fee.
Unresolved Claims: If no agreeable resolution can be reached within 7 days of your written report, we will:

Contact Victoria Police on your behalf to initiate a formal investigation; and
Cooperate fully with any law-enforcement inquiries, providing all relevant documentation and evidence.

You must advise us of any pre-existing loss or security system limitations.

Breakage & Damage Policy

At Opal Premium Cleaning Co., we take great care when servicing your property. However, accidents may occasionally happen.

What we cover:

We will take responsibility for accidental damage or breakage caused by our team due to clear negligence.
If damage occurs, we will inform you immediately and take reasonable steps to repair, replace, or compensate you — up to the value of the affected item or the service fee (whichever is less).

What we don’t cover:

Items that are already loose, unstable, or poorly mounted (e.g. picture frames, curtain rods, shelves).
Items that are inherently fragile, aged, or damaged, including porcelain, antiques, and glassware.
Third-party products or tools provided by the client that cause damage during use.
Wear and tear, faded finishes, or pre-existing issues.
Undeclared high-value or sentimental items not listed on your Inventory Form.

To minimise risk:

We advise storing fragile or high-value items in a secure location prior to the service. And all must be declared on the Inventory Form.
Please let us know of any sensitive areas or surfaces when booking.

9. Cancellation & Rescheduling

By You:

Over 24 hours notice: no fee.

Under 24 hours: 50% of service fee.

“No-show” or refusal of access: 100% of service fee.

By Opal PCCo: We may reschedule for staff illness, safety, or weather; we will notify you ASAP and offer the next available slot or full refund.

COVID-19 & Illness Protocols

(Maintained as a health and safety precaution)

Although government mandates have eased, we remain committed to protecting the health of our clients and team.

Our team will:

Not attend work if showing any symptoms of respiratory illness.
Use hand sanitiser before and after each clean.
Wear gloves when handling waste or cleaning bathrooms.
Wear masks when requested or when required by property rules.

Clients are asked to:

Postpone or reschedule appointments if anyone on-site is unwell or recently COVID-positive.
Inform us in advance if someone in the household is immunocompromised — we’re happy to adjust safety measures accordingly.

If cleaning must be cancelled due to illness or exposure risk, our cancellation fee is waived with 24 hours notice.

10. Payment Terms

Invoice Presentation & Due Date: Invoices are presented on the day of Service and are due immediately, unless alternative payment terms have been agreed in writing and outlined in your contract (for example, to align with your payroll cycle).

Payment Methods: Payments may be made by credit/debit card, bank transfer, or approved digital wallet.

Late Fees: Any outstanding balance more than fourteen (14) days past the due date will incur a late fee of 5% of the invoice total per week until paid in full.

Service Suspension: We reserve the right to suspend or withhold future Services until all overdue amounts (including accrued late fees) are settled.

11. Variation of Scope

Any request to add, remove, or substitute tasks after booking must be mutually agreed in writing. We reserve the right to adjust the Fee accordingly.

12. Subcontracting

We may engage vetted subcontractors or independent contractors to fulfill all or part of the Service but remain fully responsible for performance under these Terms.

13. Force Majeure

Neither party is liable for delays or failures due to events beyond reasonable control (e.g., natural disasters, strikes, epidemics). We will notify you and reschedule.

14. Dispute Resolution

Raise any dispute in writing within 14 days of the Service date.

We will attempt good-faith resolution via mediation.

If unresolved, disputes will be submitted to the Victorian Civil and Administrative Tribunal (VCAT).

15. Privacy & Data Protection

We collect only what we need to deliver Services and communicate with you.

We comply with the Australian Privacy Principles.

We do not sell or share personal data except for statutory or lawful disclosures.

16. Inventory & High-Value Items

Client’s Responsibility: Clients must provide a written Inventory of all high-value items (jewellery, artwork, electronics, collectibles, etc.) present on the Premises at the time of service.

Undeclared Items: Opal Premium Cleaning Co. is not responsible for loss, damage, or theft of any items that have not been declared in writing prior to the commencement of the Service.

Storage Recommendation: We strongly recommend securing these items in locked cabinets or safes prior to service.

17. Key Handling & Security Protocol

Key Register: All client-supplied keys/access devices are logged in our secure Key Register with date/time in/out and staff signature.

Retention Fee: If keys are not collected within 7 days of service, a daily $10 holding fee applies (capped at replacement cost).

Clients agree to pay a refundable security deposit of [AUD ___] when providing master keys, building-wide fobs, alarm codes, or similar high-level access devices.

This deposit is held by Opal Premium Cleaning Co. as security against loss, theft, or damage of these access devices.

Should any access device be lost, stolen, or returned in a damaged condition, Opal Premium Cleaning Co. may retain from the deposit the full amount necessary to cover actual replacement or rekeying costs.

If actual costs exceed the deposit, Opal Premium Cleaning Co. remains liable for the difference, payable within 7 days of written invoice.

The unused portion of the deposit will be refunded within 14 days of return of the device in satisfactory condition or upon expiry of the engagement, whichever is earlier.

18. Indemnity & Client Insurance

Client Indemnity: You agree to indemnify and hold us harmless against any claims arising from your breach of these Terms, or from your failure to secure hazardous areas or valuables.

Insurance Coordination: You should ensure your own contents insurance covers loss or damage during professional cleaning.

19. Employee Non-Solicitation

For the duration of our engagement, and for 12 months following its end, you agree not to directly or indirectly solicit, employ, or engage any of our staff without our prior written consent.

20. Confidentiality & Privacy

On-Site Information: Our staff will respect all personal and business information they encounter and will not photograph or share it except as required for our quality-assurance “proof of clean” photos.

CCTV & Monitoring: If your Premises are under video surveillance, you agree to share relevant footage to assist any investigation into missing items.

21. Emergency Call-Out / Lock-Out

If you are locked out or require an emergency clean outside scheduled times, an after-hours call-out fee (minimum $75) applies, plus time-and-materials.

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 policy and your rights regarding photographic privacy.s.