These terms and conditions make up the complete service agreement between you, our client, and Tip Top Clean Works (TTCW). Your use of our services constitutes your agreement to be bound by them.

Service Terms

The client is responsible for providing TTCW staf with access to the premises booked for a cleaning service, and access to hot and cold water and electricity for the duration. Any failure to do so will be treated as a service cancellation for the purposes of invoicing.

If a client requires additions or other changes to their cleaning service, they must contact management by phone to discuss arrangements, rather than requesting changes directly from the cleaning staff present.

Regardless of service agreements, our cleaners will not attend to any area that contains an undisclosed hazard, such as exposed electrical fittings, residue of drug manufacture or biohazardous substances.

Payment Terms

TTCW accepts payment by direct transfer, EFTPOS, cash and selected online payment providers. Please contact us for details or if you need assistance making a payment.

Vacate Cleaning Services

All vacate clean bookings are charged by upfront quotes. Payment prior to or on the day of a vacate cleaning service is required. Due to the nature of vacate property cleans where the tenant is leaving the property and will not be available at the address in the future, pursuing outstanding debts poses a risk and unnecessary burden to operation of our cleaning service.

Billing details and payment options will be communicated to you upon confirmation of booking, and payment must be made in full and verified before the commencement of service.

Further details on terms and bond back guarantee can be found here.

All Other Cleaning Services

A fixed quote or hourly cleaning fees and a timeframe will be provided to clients before booking a service. No charges will be added to a service charge without discussion. By hiring TTCW clients agree to pay the amount owing within 3 days of job completion, unless a different payment timeframe. has been agreed in advance.

We may contact you by phone, email or other online platform to request payment of amounts still owning after the agreed timeframe. Invoices with outstanding amounts owning after 60 days will accrue a 1% late payment fee per day, and may be sent to a debt recovery service.

Refunds and Liability

Clients must notify TTCW as soon as possible regarding problems with the service provided so that we may inspect and rectify it in a timely manner.

TTCW will not accept liability for pre-existing wear, damage or permanent stains/discolouring.

TTCW is insured to cover against any incidents where we are found liable for personal injury or property damage. The client agrees to inform TTCW management of any incident where an accident, breakage/damage to property or theft has occurred due to the negligence of a member of our staff within 24 hours of the completion of the service.

In such circumstances, the client will be sent an incident claim form which must be completed, signed and returned within 7 days. The client accepts that they are not entitled to claim compensation from TTCW for any incident of breakage/damage to property or theft if they do not report the incident to Redback Butlers within 72 hours, or if they do not return the incident claim form within 7 days.

In the case of breakage/damage to property we may, at our discretion, repair the item or pay for a like replacement from a supplier of our choice.

Claims for accidental damages caused by our staff will not be accepted if the client has any outstanding payments owed to TTCW.

Cancellations

Clients agree to provide TTCW with at least 48 hours prior notice if they wish to postpone or cancel a service booking for any reason. Bookings cancelled within 24 hours of commencement may attract a $50 cancellation fee, at our discretion. Services which are not able to be performed due to TTCW staff not being provided access to the premises may attract a cancellation fee of 50% of the estimated service cost. 

Privacy Policy

Tip Top Clean Works is committed to providing quality services and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

“Personal information” is information or an opinion that identifies, or could identify, an individual. Some of the personal information we collect includes names, addresses, telephone numbers, and email addresses. We do not collect any sensitive information. This Policy may change from time to time.

Why and how do we collect personal information?

We collect your personal information for the primary purpose of providing our services to you, providing information to our clients and marketing. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing. We also hold details of any previous or ongoing service provision. Your information is held in strict confidence.

We collect personal information through voluntary provision by the client or an agent authorised to act on their behalf. This may be verbally, in written form or transmitted electronically.

Disclosure of Personal Information

Your personal information may be disclosed in a number of circumstances including the following:

• • Third parties where you consent to the use or disclosure; and
  • Where required or authorised by law.

Security of Personal Information

Your personal information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your personal information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your personal information.  However, most of the personal information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Accessing Your Personal Information

We will take reasonable steps to ensure your personal information is accurate and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practical so we can update our records.

You may access the personal information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your personal information, please contact us in writing. In order to protect your personal information we may require identification from you before releasing the requested information.

Tip Top Clean Works will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your personal information.

Changes to this agreement

Tip Top Clean Works reserves the right to update or modify these terms and conditions at any time, by posting an amended agreement on this website in place of the old.

The client and TTCW accept that this Agreement shall be construed and interpreted in accordance with Australian law and both agree to submit to the exclusive jurisdiction of the Australian courts in the event of any dispute.

If you have any queries or complaints about our Terms or Policies please contact us at admin@tiptopcleanworks.com.au