Our commitment to service

Welcome to the terms and conditions for Clean Living Co. Here, you'll find everything you need to know about our services, from booking to what to expect on cleaning day. We've laid it all out clearly so you can feel confident and informed every step of the way.

Booking and cancellation policies

Scope of services and booking system

Automated bookings: All bookings placed through our online system are subject to electronic acceptance and availability confirmation.

Property accuracy: Quotes are calculated based on the details you input online (e.g., bedrooms, bathrooms, square footage). If the property is in worse condition than specified, we will contact you to adjust the price before starting.

Commercial quotes: Commercial contracts may require an on-site walkthrough before final terms and recurring schedules are activated.

Payment terms and upfront billing

Upfront payments: Payment for residential and one-off bookings is processed securely online at the time of scheduling.

Commercial invoicing: Commercial clients may be approved for credit terms (e.g., net 7 or net 14 days) following a formal agreement.

Authorization hold: We reserve the right to place a pre-authorization hold on your card 24 hours prior to service delivery.

Surcharges: Any additional tasks added during the cleaning will incur surcharges.

Cancellations and rescheduling

Notice period: Cancellations or booking amendments must be submitted online or via email at least 24 hours prior to your scheduled service.

Late fee: Cancellations made under the 24-hour threshold will forfeit 50% of the upfront booking fee.

Same-day forfeit: Cancellations made on the day of service or at the door are non-refundable.

Damage, Insurance & Liability

Public Liability: We maintain full commercial liability insurance to cover accidental property damage caused directly by our staff.

Reporting Window: Any damage or breakage must be reported to our management team with photo evidence within 24 hours.

Excluded Items: We are not liable for pre-existing damage, unstable structures, loosely hung pictures, or valuable heirlooms left unsecured.

Electronics: Staff will not clean around or behind complex commercial server racks, sensitive computer wiring, or high-value AV systems.

     

     

    Our responsibilities and commitments

    Access, security, and lockout rules

    Key/code access: You must provide entry via digital lockboxes, alarm codes, physical keys, or an on-site point of contact.

    Data security: All access codes and keys are securely stored, encrypted, and restricted strictly to your assigned cleaners.

    Lockout penalty: If our team cannot enter within 20 minutes of arrival, the booking is cancelled and a 100% lockout fee applies.

    Essential utilities: Properties must have working electricity and running hot water; services will be cancelled without refund if utilities are off.

    Rubbish Disposal and Waste Management

     

    On-Site Disposal Only: Cleaners will empty standard property rubbish bins and place the waste into your designated external bins (e.g., Christchurch City Council red/green/yellow wheelie bins or commercial skips) located on-site.

    No Rubbish Removal: We do not offer rubbish removal, junk hauling, or waste transit services.

    Off-Site Prohibition: Under no circumstances will our teams transport, haul away, or dispose of your rubbish, bulk waste, or recycling off the property.

    Excessive Waste: If external on-site bins are full or missing, rubbish bags will be securely tied and left neatly inside the property's designated service area or garage.

       

       

      Health, Safety & Solicitations

      Hazards: Cleaners will immediately exit and cancel services if they encounter biohazards, heavy mold, insect infestations, or animal waste.

      Lifting Limits: For Health and Safety at Work Act 2015 compliance, our cleaners will not move items or furniture weighing over 15kg.

      Non-Solicitation: You agree not to directly hire, employ, or contract any cleaner introduced to you by our company for 12 months post-service.

         

         

        Your role in a successful clean

        To help us deliver the best possible clean, we ask that you prepare your space according to our guidelines. This ensures our team can focus on cleaning efficiently and effectively. 

         

        Have a question or concern?

        If you have any questions about our terms and conditions, or if something isn't quite right after a clean, please don't hesitate to reach out. We're here to help and ensure your experience with Clean Living Co is exceptional.

        You can contact us via email at anna@cleanlivingco.nz or by phone at 027 218 88003.