1. Whole Agreement
All bookings for Elm services are made on these Terms and Conditions, to the exclusion of any other terms and conditions, whether written or oral. No alteration to the Terms and Conditions is valid unless contained in a letter signed on behalf of the company by an authorised signatory.
2. Pricing & Payment Terms
2.1. Prices and GST
All prices are subject to change and are currently subject to GST at 10%. Quotations are valid at the time they are made. Existing customers will be given 30 days’ notice of any price changes.
2.2. Payment method
Customers may pay by debit or credit card. Elm Residential Cleaning, as a free service, is willing to keep clients details on file and charge the card upon satisfactory completion of the service.
2.3. Payment timing
Payment must be made to Elm immediately on completion of the service.
3. Cancellation / Non Delivery Of Services
3.1. Customer Cancellation/Non Attendance
3.1.1. Repeat Cleans
These prices are set lower than One-Time Cleaning prices on the basis that at least four cleans will be provided. If the service is cancelled before four cleans have taken place, those cleans which have taken place will be charged at the full One-Time Cleaning rate. After 4 cleans have taken place, cancellations of further cleans will be charged, in terms of the quoted cost:
3.1.1.1. 100% when less than 24 hours’ notice is given,
3.1.1.2. 50% when 24 to 48 hours’ notice is given, or
3.1.1.3. 0% when more than 48 hours’ notice is given.
3.1.2. One-Time Cleans Cancellations of cleans will be charged, in terms of the quoted cost:
3.1.2.1. 100% when less than 24 hours’ notice is given,
3.1.2.2. 50% when 24 to 48 hours’ notice is given, or
3.1.2.3. 0% when more than 48 hours’ notice is given.
3.1.3. Access
If Elm is unable to gain access to the property as a result of customer failure to make reasonable arrangements for access, Elm will charge the full cancellation fee.
3.2. Elm Cancellation/Non Attendance
3.2.1. Force Majeure
Elm shall not be liable for any delay to or cancellation of the services caused by circumstances beyond our control (including, but not limited to: fire, flood, strike, exceptional traffic circumstances, lack of adequate power or breakage or failure of machinery or apparatus). In such circumstances Elm will endeavour to arrange an alternative time suitable to both parties for the performance of its services.
3.2.2. Failure to Supply
Where Elm fails to carry out an agreed service due to circumstances within our control, our liability shall be limited to providing the agreed service at no additional charge at a mutually convenient alternative time. As far as is allowable under current legislation, Elm shall not be liable for any other losses.
4. Working Conditions
4.1. Health & Safety
Our employees are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem. In this event the customer will be charged 100% of the quoted cost. If the service is rescheduled (after the environment has been rendered safe), the service will be completed at a discount of 50%.
4.2. Equal Opportunity Employer
Elm Residential Cleaning VIC Pty Ltd is an Equal Opportunity Employer. We recruit our employees on the basis of their ability. We treat all employees equally, regardless of ethnic origin, religion, gender, age, marital status, nationality, sexual orientation or disability.
5. Use Of Customers’ Equipment
Our employees are strictly instructed not to use any of your personal equipment while in your home. Employees are only permitted to use the telephone to call Elm, on a local number, if necessary.
6. Liability
6.1. Key Holding
Elm undertakes to provide absolute security for your keys at all times. In the unlikely event of any keys being lost by Elm, we will make appropriate arrangements as soon as reasonably possible. Elm shall not be liable for any loss or damage as a result of a delay caused by you.
6.2. Failure to Supply
See 3.2 above.
6.3. Damage to / Loss of Property
In the unlikely event of damage or loss as a result of negligence, the liability of Elm shall be limited (at our discretion) to repair or the replacement cost of the item, taking into account its age and condition. As far as is allowable under current legislation, Elm shall not be liable for any loss of profit or consequential loss.
7. Complaints
In the event of your dissatisfaction with the service you have received from Elm, you should contact the Elm Customer Service team within 48 hours. Elm will endeavour to address your concerns and complaints. We do offer a guarantee, which means that we will redo unsatisfactory portions of the job.
8. Compensation
Any claim for compensation must be notified to the Customer Service team as soon as possible, and in any event within 48 hours of the event occurring.