Terms of service

If you are booking a clean with Capybara Cleaning, you agree to our following Terms of Service. Our website is simply a way for our customers to book cleaning services and send emails to us enquiring on services or asking questions based on our services. If you have any questions in regard to these terms please feel free to email us to further explain.

Rate Changes

Capybara Cleaning reserves the right to re-evaluate rates at any time if needed to extend to meet our clients expectations and standards.

Happiness Guarantee

Our Happiness Guarantee shows our commitment to you. If you have any concerns or questions with a cleaning service you have received we will work with you to make it right. To do this follow our steps:

Call/Email/Message us within 48 hours of your clean and provide us with your concerns in detail
If very visible a photo sent to us is provided before we revisit or refund you
If we acknowledge that the mistake was ours we will reschedule with you at no cost to fix a mistake. This must be done within 7 days of the initial clean otherwise no refund or revisit is accepted
If after we have revisited you still hold concerns or are not satisfied within reason we will provide a credit or a refund to you

Arrival Time Windows

Please be aware that we allow a 1 hour arrival window. This may look like 8am-9am or 1pm - 2pm. This allows for any uncontrolled circumstances that cause us to be late such as traffic, parking, or complications at our previous job. If we are going to be late we will send a message to confirm our estimated time.

Breakages and Loss Policy

We take great care and time when cleaning your home, but if there is a breakage during your clean, please report to Capybara Cleaning through email or SMS text message within 48 hours of service. Once we receive your message we will communicate with you on repairing or replacing the damage or lost item. Capybara Cleaning reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with its contractors to settle any damage repair.

Capybara Cleaning is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.

Bio-hazards

Human and animal urine and feces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe we have the right to cancel the service.

Hoarding Conditions

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to clients expectations. In the event where cleaning teams decide to refuse service, you will be charged a $50 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.

Parking Accessibility

This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time where cleaners have no choice but to use paid parking we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.

Late Cancellations/Rescheduling

All cleaning cancellations/rescheduling must be made 24 hours prior to the cleaning service scheduled date. If a cancellation is within the 24 hour period before the service, the customer may be charged a $70 cancellation fee to cover the cost of disrupted service. Please be aware that cancellations do impact the cleaners potential daily earnings and disrupts their schedule.

Repeated cancellations or offenses will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.

Accessibility

Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

Pets

We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that an pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.

Entry & Lock Outs

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $25 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.

Keys

Capybara Cleaning is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lock box as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.

Payments

We accept Visa, Mastercard, and Amex. A hold will be placed on your card the day prior to your service. However, you will not be charged until the evening of your completed service. We reserve the right to cancel any booking which fails to complete a security hold on your funds.

You must pay the full amount within 7 days of your service. If you do not comply with these terms a fee of +30% of your service amount will be added to your total.

Safety

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas(more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

Public Holidays

Our cleaning services are closed during 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 jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.

Unpredictable Events

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include: car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.

Right to Refuse Service

We reserve the right to refuse/cancel service for any reason. Reasons may include:

Professionals feeling threatened, unsafe, or uncomfortable for any reason.
Professionals not able to complete request within maximum time limit set.
Condition of property is not as described by client.
Job requested is not as described by client.