Terms and Conditions

Cancellations/Reschedules/Lock Outs: We assess a 50% fee for cancellations/reschedules/lockouts when given less than one business day's notice. If the power or water is not available on the property, we will cancel the job and charge a 50% fee for cancellation. For flood restoration jobs, a cancellation fee of $300+GST will apply

Arrival Time: Our cleaning services occur between 8:30 AM- 6:00 PM on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact arrival/departure time. If you have ordered online you will have selected a time slot. Our technician will arrive sometime within this time slot. 

Arrival Day:  CleaningPro makes every effort to consistently schedule a predetermined set day that we arrive at each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

Access to your home: We will discuss arrangements of how to access your home before the cleaning. You can leave our team a house key for access, please just inform the admin of the key location and if any codes are required. Please let us know of any alarm codes if required. You can be assured that all of our Techs have had thorough criminal background checks through our company. Keys will be returned to the same spot.

Pricing: Most of our prices are available online. If you are unsure, please contact us for a free quote. After hours/public holidays/Sundays, you will be charged 1.5 times on top of the regular price. Our minimum charge for any visit is $135+GST. All prices displayed on our website are excluding GST.

Heavy-duty requirements: our pricing online applies for general cleaning. If there are heavy-duty requirements such as mould removal, pet hair removal or a very high level of dirt in the home, then additional charges will apply. If your home is extra dirty or has any of the above, then please inform admin of this at the time of your booking, for a more accurate quote 

Hourly cleaning: we only do general cleaning requirements in hourly cleaning. The following services are not included in the hourly cleaning: oven, carpet steam cleaning, upholstery cleaning,  mould removal, machine tile/vinyl cleaning and curtains/blinds cleaning. If you would like any of these done, you will need to book this in as a separate service 

Service area: We offer our services within 30KM circle of Auckland CBD. If you are outside 30KM radius, then we may serve you for a call-out fee depending on the distance. Please check before making the order.

Payment: Online payment options are internet banking and credit card. Payment must be cleared in our account a day before the visit or paid by cash or EFTPOS to the cleaning team before starting the job. Failure to make payment may result in cancellation of services. If payment is not made prior to the job and we complete the job for you then the invoice shall be paid upon receipt. If we do not receive payment within 21 days, we will forward it to a collection service. In the unlikely event that your account is turned over to a collections service and/or court or other legal action is necessary to collect any unpaid balance, the client will be responsible for all filing fees, attorney’s fees, collection fees and other expenses incidental to obtaining full recovery of any unpaid balance. Interest will be charged @ 2% per month to any unpaid balance after 21 days.

Parking: Parking is the customer’s responsibility, where parking is not available the costs incurred by parking will be paid by the customer.

Getting ready for the cleaning: Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you.

The setting: We request that the house be unoccupied at the time of cleaning. This way we can be the most efficient and give the best clean possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service.

For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visit around that since we wouldn’t be able to run the vacuum cleaner during that time. Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.

Pets: We love them! But please secure the pets outside the house. Also, we do not clean up after sick pets or pet accidents.

Carpet/Tile/Vinyl: floors will need to be vacant before the cleaning. It is the customer's responsibility to have the furniture moved. Our technician/s can move light furniture (coffee tables) but will not move heavy furniture such as lounge suites, tallboys, beds, bookcases etc. If the floor is not vacant, then the technician/s will clean around the furniture

Carpet Stain Removal: although we do our best to remove stains, some stains cannot be treated successfully due to the age of the stain/s, type of stain, type of fabric etc. We do not offer refunds for stains that do not successfully come out with our stain treatment. By booking for stain treatment you agree that the stains may not come out with treatment

Complaints: If the customer is not satisfied with the cleaning service, they must notify CleaningPro within 24 hours of completion of the service. CleaningPro will resolve the issue by offering a free second visit. It is the customer’s responsibility to sort out access to the property.

  • Free Second Visit Terms:
  1. Free second visits will not be provided for hourly cleaning service.
  2. The customer must remain on-site while CleaningPro team is there for the second visit. Any concerns should be raised with the cleaning team so that they can fix it while they are there.
  3. If the customer is unable to attend the second cleaning visit and later they consider it to be an unsatisfactory service, CleaningPro will not provide a refund or another free visit. After the second visit, we will charge an hourly rate of $45+GST per cleaner per hour (Minimum booking 3 hours)

Breakage: CleaningPro takes responsibility for their employees and their actions. Our policies are designed to help minimise risks. We will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction. Breakage is bound to happen sometimes. We do our best to prevent it and effective communication is very important.

  1. Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top-heavy items with unstable bases, wobbly, tippy objects. Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).
  1. We will pay up to $100 per breakage item when the value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
  2. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorised. Please save the broken item for our inspection. Breakage must be reported within 48 hours of our visit.
  3. Partially damaged or depreciated roofs and roof tiles may cause a leak in the roof after our water blasting service. It is the client's responsibility to fix the leak and/or damaged roof, as this is a maintenance issue and CleaningPro will not be held liable if this happens

Additional Terms and condition for curtain and blind cleaning:

  • We may revise the quote after the curtain/blind inspection if extra efforts are required or if measurements differ
  • Please note that the thermal lining of curtains becomes fragile due to continuous exposure to sun and heat. We take good care during curtain washing, but sometimes the thermal backing might get ripped/washed away at a few places. Please note that cleaning will not any fix physical damage or discolouration to curtains/blinds due to exposure to sunlight and heat.
  • We take proper care of the curtains during cleaning but some fabrics shrink no matter what we do. In that case, we will extend the curtains at no extra charge, as there is always extra cloth folded at the bottom.
  • All curtains above 3M height or 3.5M width will be quoted based on measurements. Curtain width is measured from the bottom and ungathered as the ‘gather’ at the top of the curtain may lead to an incorrect estimate. Prices given by phone or email are rough estimates. If required, we can email you an exact quote after measuring curtains on receipt. Please notify us via email if you require an exact cost before cleaning.
  • If you send us the wrong size/service for curtains/blinds during the online order or by phone/email, we will revise the invoice and email you an invoice for the price difference after measuring your curtains/blinds. A curtain/blind repair quote can be provided if required.
  • We have special products to tackle a wide variety of stains on curtains and drapes. We try our best to treat the stains, however, some stains cannot be treated successfully depending on the type of fabric, the age of the stain, and type of stain.

Due to Health and Safety Reasons, Cleaning Pros are required to wear closed-toed, non-skid indoor shoes while cleaning. We are not able to provide service for “shoes off” households. Please do not hesitate to give us a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possessions – your home/business.

COVID-19 Update & Special Terms:

Our team are taking health and safety very seriously and are adhering to thorough health and safety measures. All technicians are doing the below to keep themselves and you safe:

- thorough and frequent washing of hands
- hand sanitation utilised during, before, and after each job
- daily sanitation of frequently touched areas in work vehicles
- use of gloves, masks and other protective equipment where required
- anyone who is feeling unwell is strictly told to stay at home, no exceptions

If you have any questions or concerns regarding the above, please don’t hesitate to contact us
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