Terms & Conditions

General Terms & Conditions

Payment Options & Policy

To make paying easier, we’ve adopted a wide range of payment methods. If there’s a payment option below that doesn’t suit, please let us know.

We accept:

• Cash
• Credit Card
• Visa
• Mastercard
• Bank transfers (only available if the customer or company has an existing account or credit terms with Wizard Cleaning®)

Please note that our cleaning technicians are all equipped with a portable EFTPOS terminal, so payment on site is possible.

Clients with accounts – if you have an account with Wizard Cleaning®, we kindly ask that all invoices are paid within 7 days of receipt (unless otherwise arranged with your account manager).

If a customer refuses or fails to make a payment in accordance with our payment policy for any reason, Wizard Cleaning® reserves the right to seek assistance in recovering the debt. Any legal costs, fees, or services that Wizard Cleaning® incurs as a result of recovering a debt will be borne by the customer.

If you do not intend to be present at the property during your scheduled service, or if you plan to provide access and then leave the property while our technicians carry out the service, full payment is required prior to the commencement of any work.

Where payment has not been received, we reserve the right to postpone or cancel the service until payment has been made.

For residential jobs, all flat rates for our cleaning services are inclusive of GST, with the exception of the advertised $8.50/m² rate for tile and grout cleaning, where GST will be charged on top.

Quotation Policy

When you are provided a quote over the phone or by email, Wizard Cleaning® reserves the right to alter this price upon inspecting the job prior to commencing work. When at your premises, the cleaning professional will inspect the surface they are about to clean and measure the size of the room to ensure this information matches what was provided when the quote was requested.

Before starting any job, the cleaning professional will confirm the price with you. In the majority of cases, the price given over the phone or by email will be the final price; however, there are certain circumstances under which it may change. A customer may need to pay more than the amount offered in the quote when:

1. Not all rooms or areas were disclosed when the customer requested the quote.
2. The rooms exceed our standard room size of 16m².
3. Carpets have extensive stains that require extra attention and equipment.
4. The use of extra cleaning solution is required in order to treat particularly stubborn stains.

Cancellation Policy

All cancellation and rescheduling requests must be submitted with at least 24 hours’ notice, either by calling 0400 634 609 or by getting in touch via our contact page. If you cancel or reschedule, or fail to cancel or reschedule, within 24 hours of your scheduled booking, you will be liable to pay a $100 late cancellation fee ($150 for tile and grout cleaning). Any cancellation or rescheduling request made with more than 24 hours’ notice will not incur a fee.

The reason we unfortunately need to charge this late cancellation and rescheduling fee is that it can often be difficult to refill a spot on short notice. The more notice we receive, the more likely we can make another customer happy by fitting them in to replace the cancelled or rescheduled job.

Handling Complaints

Wizard Cleaning® will always endeavour to deliver a high-quality cleaning service and take the greatest level of care in ensuring no damage is inflicted on your flooring, furniture, split system unit, or appliances. If you feel we have not upheld our responsibilities, you must contact us within 48 hours so that we have the opportunity to return, assess the issue, and find a suitable solution. If the customer fails to contact us within this time, we cannot be held liable.

If the customer is unhappy with our service, we will not accept an assessment of the job based on photographs or videos – a member of the Wizard Cleaning® team must physically inspect the property before deciding on the type of resolution provided. For all issues where the customer feels we have not fulfilled our cleaning duties, the customer must provide Wizard Cleaning® with an opportunity to rectify the work before a refund is considered.

Important

• Our cleaners will ensure all levels of professionalism are maintained throughout the entire cleaning process.
• If you are unhappy with our cleaning services, you must submit a complaint within 48 hours of job completion, either by calling or by getting in touch via our contact page.

Terms & Conditions of Cleaning Services

Note – our team will not be expected to move furniture, so please ensure your room is ready to avoid them needing to manoeuvre around it. Any furniture that has not been moved, our team will simply clean around.

Carpet & Upholstery Cleaning

While Wizard Cleaning® will make every attempt to remove most stains, we cannot guarantee that they will all be removed. It is important to acknowledge that certain factors can cause lasting discolouration of carpet fibres, and cleaning results can be influenced by the age and type of fibre. Some stains caused by acids, permanent dyes, and caustics will be extremely difficult or impossible to remove. Furthermore, there are some circumstances where the carpet will reveal certain marks caused by wear and tear once cleaned – Wizard Cleaning® cannot be held responsible for revealing these marks after cleaning if they were not obvious upon the initial inspection.

When certain stains are present on particular carpets, they will often leave a yellow mark behind. This yellow mark may show either before or after cleaning. The team at Wizard Cleaning® cannot guarantee whether this yellow mark, caused by the residue of the stain, will appear after cleaning, and therefore cannot be held responsible if this occurs.

Standard Room Size

The standard room size is up to 16m², which is equivalent to 4 x 4 metres. If your lounge and dining area share the same room, this is considered two rooms. When quoting the room size, our team measures from wall to wall. If you have any furniture such as tables or lounges, these are optional for you to move before we arrive – if moved, this will allow our cleaners additional access and enable them to make the most of that wall-to-wall space.

Tile & Grout Cleaning

Although Wizard Cleaning® will uphold its duties in ensuring the utmost level of care is taken when cleaning your tiles and grout, there are certain instances where factors outside of our control can cause an issue, and we cannot be held liable. These factors include, but are not limited to:

• Fading or damage caused by UV.
• Embedded mould, deep-set stains, or discolouration of the tiles and grout.
• Mould that forms in wet areas under the silicone.
• Tiles becoming loose, scratched, or chipped.
• Grout becoming loose, discoloured, stained, or cracked.
• Swelling of skirting boards, doors, door frames, and similar wooden surface fixtures due to improper installation (for example, not being sealed, painted, or caulked), causing swelling, expansion, warping, lifting, staining, or other damage.

Split System Cleaning

When cleaning split system units, it is of paramount importance that they are set up and installed correctly before we attend the premises. Poorly installed units can lead to future problems when cleaning occurs, and if this is the case, Wizard Cleaning® cannot be held responsible. Although our team will check whether the split system unit has been installed properly, we cannot guarantee that it complies with the manufacturer’s guidelines.

Furthermore, when cleaning certain split system units, we may need to switch the power supply off in the entire home for safety reasons. If this causes an electrical problem with other appliances, Wizard Cleaning® must not be held liable.

Lastly, Wizard Cleaning® will not be held accountable for any pre-existing damage to the split system unit, regardless of whether the damage is apparent or not. Types of pre-existing damage can include:

• Fins that have been damaged or altered.
• Damage inflicted on the housing components of the split system unit.
• Damage or fading caused by UV rays.
• Damage due to brittle or aged fittings.

For any further questions regarding our Terms & Conditions, please contact Wizard Cleaning® on 0400 634 609 or get in touch via our contact page.

Note – this policy may be updated at any time and without notice when Wizard Cleaning® deems it necessary.