Terms and Conditions

IMPORTANT: YOUR USE OF OUR SERVICES CONSTITUTES YOUR AGREEMENT TO BE BOUND BY THESE TERMS AND CONDITIONS. PLEASE BE AWARE OUR TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE AT OUR SOLE DISCRETION. WE WILL, HOWEVER, NOTIFY YOU ABOUT THE NEW AMENDMENTS TO OUR TERMS AND CONDITIONS BY WAY OF POSTING THEM TO THIS WEBSITE AT BETTER HUB. YOU SHOULD CHECK THIS PAGE FROM TIME TO TIME TO ENSURE THAT YOU ARE AWARE OF ANY CHANGES. OUR WEBSITE SERVICES

These Terms and Conditions shall apply to all contracts for supplying Services by Us to the Customer. They shall prevail over any other documentation or communication from the Customer.

Inappropriate behaviour:  We do not tolerate inappropriate behaviour towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical) by the Customer. This includes explicit language, racism and defamatory remarks. We will take whatever necessary action (including legal action) against any person involved in threatening or abusive behaviour. We reserve the right to terminate any Services immediately without refund. You, the Customer, agree that you have no such claim to receive any refund.

“We” means Better Hub Pty Ltd, BCIC, Better Cleaning and equivalent businesses registered under BCIC Trust and “Us “and “Our” have corresponding meanings.

“You” means the party agreeing to Services with Us and includes the party to whom Our quotation is addressed, the party by whom the acceptance is signed, and” Your “has a corresponding meaning.

“Services” means the whole of the work to be undertaken by Us in connection with the cleaning services contracted.

“Subcontractor” means any person other than one of our employees who, under any agreement or arrangement with Us (whether directly or indirectly) performs or agrees to perform the whole or any part of the Services.

Words in the singular include the plural, and words in one or more genders include all genders.

“Contract” shall mean the contract for the cleaning services between the Contractor and the Customer as evidenced by the Quotation and these conditions.

“Heavily Soiled” means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than a normal residence.

“Reasonable endeavours” means that we have tried our best to make an informed decision with the information available to us at that point in time.

• All information provided on the Website, including in connection to any products or Services, is provided as general information only and does not constitute advice. You should conduct your own independent research and evaluations of any items or services that are available or will be offered, as well as any information obtained through this Website.
• Unless otherwise stipulated by Us or where required by law, no statement made on this Website represents an endorsement by Us of any third-party products or Services offered on the Website, and you acknowledge that We do not and are unlikely to be able to confirm the accuracy of statements provided to Us (including in relation to products and Services) by third parties.
• We are not liable for any direct loss, indirect loss, or potential losses arising out of any action being taken or dependence made by you on any information, content, or material on the Website, or your use of the Website, unless We have been negligent or unless otherwise required by law.
• Unless otherwise stated in these Website terms and conditions or as required by law, we do not owe you any duty of care in relation to the Website.

• Unless otherwise agreed in writing, the presentation of information on this Website about any of Our Services is solely for advertising and promotional reasons and does not represent an offer to provide any Services or to engage into any agreements, arrangements, contracts, or understanding
• There is no opportunity for a reclean offered under the domestic cleaning, the customer is requested to inspect the property once the cleaning has been completed.
• Due to safety concerns, the cleaning teams shall not lift or move heavy furniture.
• A claim may also not be made if hourly service with a set time limit was selected, and the cleaners did not have enough time to complete the task.
• All quotes are the approximate amount given. Quotes are based on the estimates of an average house and room size. Quoted price can change upon actual assessment of the property upon the team’s visit.
• We use reasonable endeavours to quote as accurately as possible; however, at times, quotes are subject to change based on Us or the Customer identifying additional factors.
• We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the cleaner. For instance, a cracked or broken power point, dangerous light fitting or working at heights. In such an instance, the Customer will be notified. The Customer agrees that the Bond Cleaning Guarantee related to that area or item is void, and no such warranty will apply.
• Some items will be subject to wear and tear, some also may not be cleaned due to long-term or excessive exposure or contact with a build-up of grime; in these instances, if identified no warranty will apply to these areas or items.
• We will contact you to agree on the variation if a custom quote is required.
• Once the quote variation is agreed upon, YOU consent to pay the variation amount on your supplied Credit Card before the variation work commences.
• If you do not agree with any quote variation, PLEASE NOTE this may void some areas or all areas of your Bond back guarantee. In such a circumstance, we will communicate this in person, via phone or email

• It is the Customer’s responsibility to be always contactable and 1 hour before the agreed start of the job. If we cannot contact the Customer for any reason, we will continue the cleaning job using reasonable endeavours. Failure to be reached may result in the job being incomplete and will void any warranty. In this event, if we are required to return to the Property, a return fee will be applicable based on the number of hours the Cleaner is needed for the Property.
• It is solely the Customers responsibility to give access to the Property to the Cleaner.
• Suppose the Property is not accessible by key, or we cannot enter at the agreed time. In that case, the Customer agrees to up to the full amount of the total cost of the job.
• A key collection location may be agreed upon with the Cleaner in writing (SMS or email). It may be subject to additional charges pending how far the location of the pickup area is from the Property.
• Failure to gain access to the Property will result in an additional cancellation fee of up to the total amount of booked service or a $70 delay fee; postponements will be subject to availability.
• Our Cleaners require unencumbered and unobstructed access to all premise areas that require the service.
• The Customer agrees to allow photographic images to be taken on the property before, during and at the end of the service. These images will be used strictly for the purpose of recording before and after photos for quality assurance and proof of limitations if applicable.
• Customers are required to provide our Cleaners access to electricity and running water. This is a mandatory requirement for a bond or general clean. If the Property does not have these utilities, the Cleaner will do its best without these services. However, the Bond Cleaning Guarantee will not apply. In such an event, the Cleaner will contact the Customer to get advice.
• Suppose our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs). In that case, the Customer will be required to move these items prior to the commencement of the service at the Customer’s own risk and cost. Unless agreed upon in writing, if the heavy item/s are not removed, the Customer voids the Bond Cleaning Guarantee for that area.
• Before our Cleaners start the cleaning, the Customer must remove all personal belongings such as furniture, art, etc., before the commencement of any Service. We endeavour to be both careful and safe; however, we take no responsibility for any damage that may be caused at the time of the service.
• All rubbish is to be removed from the premise, including trash in the draws, cupboards, and rooms. We will not be responsible for removing any rubbish (inside the premise or outside). We will not warrant the Bond Cleaning guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost.

• If you cancel or amend a booking within 24 hours before the Date of Service begins, you will have to pay a cancellation fee of $70. All phone, chat or E-Mail cancellations or rescheduling after 3 PM the day before the appointment will be charged $70. Anytime our cleaners are denied access to the property at the time of cleaning (due to a customer no-show or lock-out), you will be charged up to the full amount of your booked cleaning service.
• We go to great lengths to organize the schedule of our cleaning teams. If our cleaners reach your home and cannot gain access, and you have not cancelled the appointment, we reserve the right to charge the full price of the total cost of the invoice. This is because our teams will lose part of their income to cover reimbursement expenses, travel, and a holding fee for the space your booking took up in our schedule.
• If you cancel clean within 24 hours from the service date, you will be subjected to cancellation fees of $100. If the cancellation is made on the day of the clean, Better Cleaning Australia Pty Ltd reserves the right to charge up to 100% of the service charge.
• We hold all rights to cancel the job if we deem the condition of the property is dangerous for the safety, health or wellbeing of our staff or if We are unable to access the property as agreed. Same-day cancellation fees will apply.
• We reserve the right to reschedule or cancel any Service if the property is not as described either in condition or size or if unexpected circumstances occur.

• A security deposit of the amount of the quote estimation will be held against an authorized Credit Card the day before the scheduled move. This is to ensure the client has sufficient funds available for the job. Unless agreed upon in writing, full payment for the services are to be made via Credit Card on the day of the service completion.
• If you wish to book your move and hold a date, as security, you must provide valid credit card details, and a minimum 2-hour fee applies.
• If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing. Failure to receive remittance advice or payment within our bank account 1 day prior will result in cancellation of your service and a forfeit of the booking fee if applicable.
• You, the Customer, agree that if We have not received payment in full for the service within the period of one calendar month of the original invoice date, then a late payment fee of $50 applies for the first month. Additional Late payment fees will be charged at a fixed rate of 10% per annum for each 3 days; any amount remains outstanding thereafter.
• In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date.
• At its sole discretion, We reserve the right to report any non-payment to collection agencies, including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this, your credit rating may be affected and or your ability to seek rental properties/credit in the future.

• Under no circumstances refund claims will be considered once the Service has been completed.
• All care is taken during the Service. Some items are older, may be subject to ‘wear and tear’, and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damages have been done beyond “wear and tear” due to the Service, please provide the damage with applicable photos in writing.
• Any damages claims will be subject to the proof provided by either party that the damage was caused during the Service. These claims are strictly the contractor’s responsibility if the fault is accepted; the contractor and the Customer agree to exchange details and agree to the contractor gaining access to the property for the duration of the claim. This may include access for quoting of replacement and repair if applicable.

• Any complaints must be made in writing and sent to support@bcic.com.au.
• Any complaints must be made within 24 hours of the performed Service.
• Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint, including any relevant documentation and notes.
• Complaints must also include what resolution the Client would like.
• The Client acknowledges that they can view our website and follow the complaints procedure.
• The Client acknowledges that if they do not follow our complaints procedure, Better Cleaning has the right to dismiss the complaint and take no further action at our discretion.
• Suppose you are satisfied with our proposed actions or remedies. In that case, we will close the complaint and record our continuous improvement program findings.

If you are not satisfied with our proposed actions or remedies, we will record this, and you acknowledge that either party reserve the right to refer the complaint to the relevant federal, state or territory consumer protection agency or legal advisor.