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Terms of Service

ROLE OF CLEANER VIBE

Cleaner Vibe (“Cleaner Vibe”, “our”, “us” or “we”) only provides the space here (“website” or “site”) that connects users (“you” or “your”) with Service Providers and allows them to be introduced. We do not, ourselves, provide any cleaning services or other services of the type listed on the Site as being provided by Service Providers. Any contract for the provision of those services is between you and the relevant Service Provider (and not us). 

It is up to the relevant Service Provider to perform any services you request through Cleaner Vibe (and, if requested by you, to provide any cleaning materials required). You agree to comply with any terms of service that apply between you and the relevant Service Provider.

USER ACKNOWLEDGEMENT OF A SEPARATE CONTRACT

By signing up with us, you understand that you’re signing up with a separate contract with the service providers and it’s your responsibility to let them know about the services you need them to perform.

We are neither committing to providing any specific number of cleaners coming to your residence nor committing to providing the same cleaners again if you book another cleaning service through us. If you want any specific number of cleaners visiting your residence, do let us know beforehand.

Please note that the Service Providers are not employed by us and we are not providing any guarantee of how they’re going to act, behave, or omissions of any Service Providers you engage through Cleaner Vibe or the quality of the services they provide.

SUITABILITY OF SERVICE PROVIDERS

We are taking reasonable measures to ensure the suitability and the quality of the Service Providers we provide by interviewing them, doing their background checks, and having their identity and address proof but we’re relying on the information provided by the third party and hence unable to provide any guarantee about it.

We do not guarantee that any Service Provider is suitable for your purposes, and you use Service Providers at your own risk.

We may remove a Service Provider from Cleaner Vibe based on any feedback you or other users provide in relation to that Service Provider if we deem it appropriate but are under no obligation to do so.

PRICING AND PAYMENT

We only accept credit or debit cards. We don’t work on cash or cash on arrivals.

Please note that we will collect your credit/debit card details at the time of booking in order to avoid any sort of payment issues but will only charge for the cleaning once it’s completed by the Service Provider (the same day or later).

You agree that we may perform authorization checks on the card you provide.

You will be paying:

  • The amount due on the cleaners, depending upon the type of service you received.
  • You will be paying Cleaner Vibe, for providing you the cleaners.
  • You will be paying for additional cleaning services you may ask for.

We may place a hold on your card 48 hours before the cleaning just to ensure there are sufficient funds in your card. Please note, this is not the charge but just to ensure that there are sufficient funds in the amount for the cleaning. If you don’t have sufficient balance in the card you provided, we may ask you to provide another card. If you fail to do so, we may cancel your booking within 48 hours of the clean.

You will be issued a single receipt by Cleaner Vibe for the amount you paid in respect of the booking.

If there is any amount due by you to us, we reserve the right to charge you for that, to suspend your future bookings if needed, and to terminate your account and any further dealings with us.

CANCELLATION POLICY

All cancellations require at least 48-hour notice.

You can cancel your appointment at least 48 hours before the actual cleaning. If you fail to do so, you will still get fully charged for it.

If you book your appointment within 48 hours, the cancelation policy will still apply to you. (You will be charged if you cancel within 48 hours of the actual clean).

All cancellations require at least 48-hour notice.

RESOLVING ISSUE

If you have any complaint regarding the cleaning services provided by the cleaner (Service Provider), you must directly contact the Service Provider and resolve it. If you experience trouble getting the issue resolved, then you can contact us within 24 hours after the cleaning, and we’ll use our reasonable endeavors to try to resolve the issue.

All of our Service Providers have agreed to offer a free re-clean guarantee with all end-of-tenancy and deep cleans. If you believe the Service Provider has fallen short of the standards expected of them for this type of service, they will return to the property for free to fix any issues.

In order to make use of a free re-clean guarantee, you’re required to notify us within 24 hours of the cleaning service, by sending an email to hello@cleanervibe.com. If you do not contact us within 24 hours, Cleaner Vibe will not be responsible for any reported issues after the 24-hour period. The email must contain the following information:

  • Written explanation of the issue or complaint;
  • Relevant pictures that illustrate your issue or complaint.

If we deem there have been any valid issues raised, we will request that the Service Provider re-clean the property as required and free of charge:

  • We will make attempts for them to re-attend within 7 days of the original booking date.
  • We will offer up to three possible re-clean times. If none of these are accepted by you then the Service Provider’s offer to re-clean will end.

Due to the extremely varying conditions of carpets, none of our Services Providers will guarantee the service of, or offer a free re-clean on any carpet cleaning that has been carried out.

CONFIRMATION OF SERVICE(S) RECEIVED

Any claims regarding services not received or disputes about the service must be made within the 24 hours after the cleaning.

By booking a service with Cleaner Vibe, you agree that if no issues are reported within the 24-hour guarantee period, you acknowledge and confirm the cleaning service was provided as scheduled and agreed upon.

This acknowledgment will serve as confirmation that the service was completed to your satisfaction, and Cleaner Vibe will not be held responsible for any claims or issues that arise after this 24-hour period.

INSURANCE POLICY

Your Service Providers have agreed with us, through a contract, that they have their own public liability insurance and any claims under $400 will be unable to be processed by ourselves or your Service Provider. For a claim above $400, we will facilitate you contacting your Service Provider for you to begin making a claim with their insurance provider.

Since we do not employ the cleaners and we’ve contracted with them, we have no authority over them and are unable to intervene in case of non-compliance. It is up to the customer whether he/she would like to take further steps in order to assert the right to compensation from the Service Provider.

LIABILITY POLICY

If a Service Provider you connect with through Cleaner Vibe causes any damage to your property while providing services to you, responsibility for such damage will rest with the Service Provider (and not with us).

We assume no liability for damage or loss of items that are not secured in a proper manner, or previously damaged before cleaning. (Example: heavy pictures hanging from thumbtacks, or dings in furniture that were there before we cleaned). Furthermore, we will assume no liability for damage or loss caused by the negligence of the customer.

CLAIM RESOLUTION

In the unlikely event something is damaged during your clean and you wish to make a claim, you must email hello@cleanervibe.com with the information within 24 hours of the damage occurring. It is essential that you attach the necessary images of the damage.

Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 24 hours will not be accepted.

Do note that the decision on whether to settle the claim lies with the insurer, and their decision is final. The overall procedure may take some time, but rest assured we will try and keep you up to date throughout the whole process.

USER OBLIGATIONS

The user agrees to always provide a safe working environment for the Service Provider.

Electricity and hot water need to be available at the property for the Service Provider to complete the cleaning. If this is not provided or available, this will be considered a late booking cancellation and the entire booking fee may be charged.

The user agrees to make their home accessible to the Service Provider at the scheduled service time or beforehand, by providing the key to the home to the Service Provider. If the home is equipped with a security system, the user agrees to advise us of the entry code or have it disarmed.

You will be asked to provide a suitable parking location during the booking process. If this parking spot is unavailable and the Service Provider cannot park, this will be considered a cancellation, and you may be charged the entire booking fee. Any costs incurred by parking will be added to your bill.

THIS SECTION IS FOR END-OF-TENANCY AND ONE-TIME BOOKINGS (IT DOES NOT CHANGE OR TRANSFER ANY OTHER TERMS OR SECTION):

This will form part of your contract with the Service Provider and not Cleaner Vibe. Your responsibilities as a user are to facilitate the Service Provider to complete their work to the necessary standard and in a timely manner by ensuring that the following conditions are met before the cleaning starts:

  • The property is free from trash;
  • The property is free of furnishings;
  • The fridge and freezer are defrosted;
  • There is no excessive mold, lime scale, dirt, grime, feces, blood, or any other fluid that may cause the cleaning to take longer than anticipated.

If all the conditions of the listings above have not been met, then the Service Provider reserves the right to stay longer in order to provide the service of the necessary standard, which may result in a further charge being applied.

In addition, if all conditions of the listings above have not been met, any guarantee, offer, or invitation for a free re-clean will be void and not offered by the Service Provider.

COLLABORATIONS & SERVICE PROVIDER

  • The user cannot hire the Service Provider directly.
  • The user and Service Provider cannot decide on the final billing cost.
  • The user/customer cannot pay the cleaner/Service Provider directly or on-site.
  • There should be no direct work collaboration between the Service Provider and the user/customer.
  • Please note that this collaboration is solely between Cleaner Vibe and the user/customer. It can be done via email, website, phone, or any other means provided.

Please note that although our cleaners are professionals and highly selective, they’re still humans and not miracle workers. We would expect you to have realistic expectations with us and we will try our best to provide you with highly eligible cleaners.

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