Terms of Service

Welcome to EHOS Cleaning Services/Clenco Pty Ltd. By booking a cleaning service through our platform (ehos.com.au), you agree to the following Terms of Service. If you have any questions or require clarification, please feel free to contact us via email or phone.

LABOUR HOUR

A labour hour is defined as one hour of work performed by one cleaning professional. For example, if two professionals work for one hour, that equals two labour hours. If you have any questions regarding labour hours or our billing procedures, please contact our office prior to your scheduled cleaning.

We have a minimum requirement of three labour hours for any hourly job. Labour hours may include the time taken to load and unload supplies and equipment from the vehicle.

SERVICES NOT OFFERED BY EHOS CLEANING SERVICES/CLENCO PTY LTD

Due to safety, liability, and other considerations, the following services are not offered:

  • Chandeliers
  • Light bulbs
  • Fireplaces
  • Fly screens
  • Ceiling fans
  • Moving furniture or appliances
  • Putting away dishes/pans
  • AC vents/units/filters
  • Grout & silicon remediations
  • Biohazards (excessive mould, faeces, blood)
  • Odour removal
  • Removal of pet hair embedded in carpet fibres
  • Removal of certain mineral deposits (e.g., stains in toilet bowls)
  • High-reach areas (areas not reachable with a small two-step ladder)

 

REQUIREMENTS FROM CLIENT:

For a regular clean the client is expected to provide:

  • All equipment (broom, dustpan, vacuum cleaner, mop, bucket etc)
  • Materials – cloths/rags and a sponge type cloth
  • Cleaning products – detergent eg Jif liquid, general cleaner eg spray & wipe, disinfectant eg PineOClean, bathroom cleaner eg bathroom gel and Domestos. People usually have a preference as to what products are used on different surfaces and we are happy to meet the individual requirements.
  • For your initial clean you must provide us with a detailed checklist of what you would like cleaned so that we have a clear understanding of what you want. We can supply you with a list made specifically for you at a cost of $40.00.

RATE CHANGES

Our prices are based on the number of bedrooms and bathrooms in your home, which are calculated based on time averages. While most cleanings are completed within the maximum time limit, some homes may require additional time to meet our standards.

A fee of $77.00 (including GST) per hour per cleaner is applicable to all services. This fee excludes equipment and cleaning products, please see above for further details. Payment is to be made by cash, direct deposit or credit card (a surcharge of 3% applies (no Amex). If payment is not received within 7 days of the invoice date a fee of $55 per outstanding invoice applies.

The rates for standard cleaning services are based on the following maximum cleaning times:

Home Size

                                                                          Time Limit

1 Bedroom

                                                                           3.0 Hours

2 Bedrooms

                                                                           3.5 Hours

3 Bedrooms

                                                                           4.0 Hours

4 Bedrooms

                                                                           5.0 Hours

5 Bedrooms

                                                                           6.0 Hours

6 Bedrooms+

                                                                           7.0 Hours

EHOS Cleaning Services/Clenco Pty Ltd reserves the right to re-evaluate rates at any time based on the time required to complete our services to meet our client’s expectations. If the cleaning time exceeds the maximum assumption, we will contact you to discuss possible price or service adjustments.

HAPPINESS GUARANTEE

Our Happiness Guarantee represents our commitment to providing you with exceptional service. If you are not satisfied with the cleaning service you received, we ask that you speak with the cleaner before they leave your home or office or contact the Business within 24 hours if you are not at home when the cleaning takes place.

 

ARRIVAL TIME WINDOWS

We provide an arrival window of one hour to accommodate traffic, parking, and other unforeseen circumstances. For example, if your appointment is scheduled for 8:00 am, our team may arrive between 8:00 am and 9:00 am. If our team is running late, we will notify you as soon as possible.

BREAKAGES AND LOSS POLICY

Our cleaning professionals take great care while servicing your home. In the unlikely event of breakage or loss, you must notify EHOS Cleaning Services/Clenco Pty Ltd within 24 hours of the service by email or phone, providing a photo and an estimate of the damages.

We will do our best to repair or replace the broken, damaged, or lost item. We reserve the right to hire suitable professionals to repair damages and will arrange payment directly with the contractors.

EHOS Cleaning Services/Clenco Pty Ltd is not responsible for breakages due to normal wear and tear, age-related deterioration, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require special attention.

Accidents can happen and the Business strongly recommends that all household items/belongings (especially valuables) are covered by Household Contents Insurance.

In the event of any claim for damages you must advise the business within 48 hours of the incident and provide a letter of claim within 14 days.

BIOHAZARDS

Biohazards such as human and animal urine and faeces, medical syringes, mucous, vomit, and blood are organic matter that poses a danger to humans. Our cleaners are instructed to avoid potential biological hazards and blood-borne pathogens beyond what is included in our cleaning checklist. If a cleaner feels unsafe, we reserve the right to cancel the service.

HOARDING CONDITIONS

If your property is in a condition that exceeds the scope of our normal cleaning environment, our cleaning teams reserve the right to refuse service or re-evaluate the rates to complete the job to your expectations. In such cases, you may be charged a $60 booking fee due to an incorrect job description. This fee covers expenses such as lost travel time and fuel.

PARKING ACCESSIBILITY

In areas where parking is a challenge, such as the CBD, we require a place to park close to your front door to ensure uninterrupted service. If paid parking is the only option, we will ask for your agreement before adding the cost to your final invoice. If no parking is available, we may need to cancel or reschedule the service.

LATE CANCELLATIONS/RESCHEDULING

All cleaning cancellations or rescheduling requests must be made at least 48 hours before the scheduled service. Cancellations within 24 hours of the service may result in an $110 cancellation fee to cover the cost of disrupted service. Repeated cancellations may lead to a full-service cancellation fee or discontinuation of service.

Please provide a minimum of 1 weeks’ notice to the Business if you would like to suspend the clean due to holidays.  Please advise us via email, (info@ehos.com.au) to avoid any miscommunication.  Alternatively, telephone 0414 510 275 between office hours:  8.30am – 5.30pm.

ACCESSIBILITY

Please ensure that our cleaning professionals have full access to your home during the service, including running water, electricity, and the ability to work without interruptions from other service providers. Pets and minors should be monitored to prevent any disruption to the cleaning. The full fee (based on hours booked) is payable if the cleaner is unable to gain access to the client’s premises at the time of the appointment.

PETS

For the safety of our professionals, we require that all pets are secured during cleaning services. If a professional feels unsafe due to unsecured pets, we reserve the right to cancel or reschedule the service. The full fee (based on hours booked) is payable if the cleaner is unable to gain access to the client’s premises due to unsecured pets.

ENTRY & LOCKOUTS

If you will not be home to let us in, please provide entry instructions and any necessary alarm codes. The full fee (based on hours booked) is payable if the cleaner is unable to gain access to the client’s premises at the time of the appointment. If the cleaning professional cannot access the property, covering expenses such as lost travel time and fuel.

KEYS

EHOS Cleaning Services/Clenco Pty Ltd does not accept keys from clients due to security concerns. We recommend using a key lockbox for secure access. Please add entry or alarm instructions to your booking notes or contact us directly.

The Business is not responsible for the loss of keys; however all staff are instructed in the safe keeping of keys and the use of a lockbox.

PAYMENTS

We accept Visa, Mastercard, and Amex. A hold will be placed on your card the day before your service, but you will not be charged until the service is completed. We reserve the right to cancel any booking if a security hold on your funds cannot be completed.

SAFETY

For safety reasons, our cleaners do not move or lift heavy items, nor do they clean high-reach areas (more than two steps on a ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

EHOS CLEANING PROFESSIONALS

The direct engagement or any referral of work to EHOS Pty Ltd/Clenco Pty Ltd cleaning staff is not permitted and will render the client liable to the payment of the full fees, as detailed above.  Any referral should be made to the appropriate representative of the Business who will be happy to arrange a service for another client.

Please be aware that, while we make every effort to offer consistent cleaning staff and our staff turnover is much lower than industry averages, you may not have the same cleaner for your entire contract with EHOS Cleaning Services/Clenco Pty Ltd.

Your relationship is with EHOS Cleaning Services/Clenco Pty Ltd, not the cleaning staff. This is to ensure that you receive consistently high quality services.

PUBLIC HOLIDAYS

Our offices are closed during NSW Public Holidays, but most of our cleaning professionals continue to work. If your cleaner is unavailable, we will contact you to reschedule your service. If you encounter any issues during a public holiday, please email or leave us a voicemail, and we will respond on the next business day.

Our offices are closed on the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day, and Boxing Day.

WEATHER

We reserve the right to cancel or reschedule services in the event of severe weather conditions. In such cases, we are not liable for any outcomes resulting from the cancellation or rescheduling of your service.

UNPREDICTABLE EVENTS

We reserve the right to cancel or reschedule services due to unpredictable events, such as accidents, traffic blocks, health emergencies, or family emergencies. We are not liable for any outcomes resulting from the cancellation or rescheduling of your service.

RIGHT TO REFUSE SERVICE

We reserve the right to refuse or cancel service for any reason, including but not limited to:

  • Professionals feeling threatened, unsafe, or uncomfortable.
  • Inability to complete the request within the maximum time limit.
  • The condition of the property is not as described by the client.
  • The job requested is not as described by the client.

 

 

IF YOU HAVE ANY QUESTIONS OR CONCERNS, OUR DEDICATED CUSTOMER SUPPORT TEAM IS HERE TO HELP.

 

Last updated: 9/9/2024