Our customer satisfaction is very important to us and we wish you to have a wonderful experience when dealing with our business. We try to make our systems and processes easy and simple for our customers.
Before booking a job there are some things you should be aware of. Please take the time to read our terms and conditions, recommended precautions and things to note. If there is anything you do not understand please do not hesitate to ask for clarification.
TERMS AND CONDITIONS
Quoted prices: Our quotes are done over the internet and we require you to check the quote carefully to ensure the details are correct before booking. Our written quotes are for a fixed price for the work stated (unless the quote states otherwise). This is your assurance that, provided the work booked is the same as the work quoted, you will be invoiced for the agreed amount. This is regardless of the time it takes our technician to complete the work and avoids any nasty surprises when you receive the invoice.
However, if you change the scope of the work to be done (eg. we quoted to clean your driveway and on the day you then decided to have the rear patio cleaned), then the invoice will be amended accordingly.
Booking times: We understand that no one likes sitting around for hours waiting for trades people to arrive. All our work is external so long as we have easy access to all the areas to be cleaned and the garden tap (if necessary) then we don’t require anyone to be home. This makes it easy for those who work during the week. if you will not be onsite please ensure we have a phone number to call you on in case we have any queries while doing the work.
If there are access issues (such as locked gates or guard dogs) or you are concerned about water leaking through old windows etc then it may be best if you are on site. If this is the case and you need to know the arrival time, you can request that the technician calls you when he is on his way. Please make this request at the time of booking.
All tenative bookings need to be confirmed at least 48 hours prior to the booked time.
Invoices and Payments: Invoices are issued after the work is completed (usually the next working day) and payment can be made by EFT, cheque or credit card (fees apply) and is due upon receipt of the invoice. If you don't receive the invoice within 2 working days please check your spam folder. if it has not arrived please contact us and we will re-issue it.
Cancellation policy: For a variety of reasons there are times when you may need to cancel or re-schedule your booking. We require at least 1 working days notice so we have time to book other work for our team members otherwise a cancellation fee of $60 may be invoiced.
If our technician arrives and is unable to do the work because the appropriate precautions have not been taken (such as leaving the windows open before a house wash) he may have to cancel the job and the cancellation fee would apply.
We do not want anything of yours accidentally damaged during the cleaning. Please read and follow the necessary precautions to ensure that your belongings are protected and the site is safe for our workers.
The above precautions are recommended as External Cleaners do not accept responsibility for damage to items that are not waterproof or have incorrect exterior coating or any loss of power occurring during the cleaning process.
We also care about you and your pets.
THINGS TO NOTE
Windows – A lot of our customers ask about glass and windows. We clean the outside of the windows when we clean the house and they are left to air dry. We do not squeegee glass after cleaning.
Gutters – Our gutter cleaning is done by hand without water. it includes removal of debris from the roof, valley irons and gutters but does not include washing of the gutters. Washing of gutters is included free of charge in our roof cleaning quotes. Please ensure you securely close all doors and windows and remove everything from outside that you don’t want to get dusty (eg. clothes on the line).
Roofs – Although all care is taken, roofs have the potential to leak. All roof cleaning is done at the owner’s risk.
If you leave your spare roof tiles out, we will clean them while we are there. That way if they are needed for roof repairs some time in the future they will be clean.
Replacing Tiles - Please keep in mind that we are a cleaning business and not roofing repairers. Replacing tiles is not part of our quotes. As a courtesy to our customers we may replace up to 6 tiles under the following conditions:
Neighbours - We recommend you advise your neighbours of the work you are having done. Sometimes they are affected by noise, cleaning solutions or water spray and may need to also take some precautions (like putting the washing away and closing windows). Any dirty water spray will be cleaned up before our technician leaves the site. Any cancellation due to problems with the neighbours will incur a cancellation fee as detailed above.
Parking – Our technician will require off street parking. If this is a problem please advise where we can park at the time of booking.
Garden taps – Most cleaning requires the use of water. If the garden tap is not in an obvious place and easily seen please advise its location at the time of booking. Please note that the quote covers the use of town water only. If you want us to use tank water please let us know and we can review the quote.
Pressure cleaning of hard surfaces (eg concrete, pavers, pebblecrete, sandstone, tiles etc) - Cleaning of concrete and other hard surfaces may reveal old stains or damage that were previously concealed by the dirt.
Drainage - Please ensure that there is adequate drainage for the work being completed (especially if the work to be completed is inside a warehouse). Please let us know if this is going to be an problem.
External Cleaners cannot guarantee complete removal of stains and takes no responsibility for prior damage or exposing poor quality finishes (including, but limited to, concrete, paint, tiles, metal etc).
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