Polar Cleaning
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Polar Cleaning

Terms And Conditions

Please take some time to review and read carefully our terms and conditions.

CONTRACT AGREEMENT

  1. These Terms & Conditions constitute a binding agreement between you and Polar Cleaning.
  2. By booking, engaging, or using our services, you acknowledge that you have read, understood, and agreed to be bound by these Terms & Conditions.

  3. While these Terms & Conditions form a legal contract, we aim to act reasonably and fairly at all times, with customer satisfaction as a priority.

SERVICE

  1. Polar Cleaning will provide cleaning services at the address supplied by the client at the time of booking.
  2. Services will be carried out strictly in accordance with the agreed scope of work. Any changes, additions, or requests for additional hours must be advised in advance and may incur additional charges.
  3. Our staff are trained, professional, honest, and reliable, and receive ongoing in-house training.
  4. If you are dissatisfied with an assigned operator, you must notify us immediately so we may endeavour to provide an alternative where reasonably possible.

  5. Requests for the same operator for future services are welcomed but are subject to availability.

FEES

  1. Quoted prices apply to a standard professional clean and are based on the property being in a reasonable condition.
  2. Tasks or services not included in the original booking will incur additional charges.
  3. All costs will be disclosed prior to service. We do not charge hidden fees.

  4. Accepted payment methods include cash, Visa, and Mastercard. Credit card payments may incur a surcharge.

Client Responsibilities

  1. The client must provide safe and reasonable access to the property, including electricity, hot water, and entry to the premises.
  2. The client is responsible for removing or securing valuables, fragile items, and items of sentimental or high monetary value prior to service.
  3. Furniture must be positioned safely prior to the service unless otherwise agreed in writing.

  4. Where fridge or freezer cleaning is requested, the client must ensure the appliance is emptied and fully defrosted prior to the service.

Attendance Times & Delays

  1. While every effort is made to attend bookings at the scheduled time, delays may occur due to traffic conditions, unforeseen circumstances, or the condition of a preceding job.
  2. Cleaning teams will not leave a job unfinished unless it becomes unreasonably late.

  3. The client agrees to provide reasonable cooperation in the event of delays, particularly where their booking follows another service.

Rectification & Complaints

  1. All complaints must be lodged by the property manager within sevent –two  (72) hours of service completion.
  2. Complaints must be supported by condition reports and/or clear photographic evidence.
  3. Upon receipt of a valid complaint, Polar Cleaning requires three (3) to five (5) business days to assess and, where appropriate, rectify the issue.
  4. Rectification will be strictly limited to the items identified in the original complaint.
  5. Where rectification is approved, Polar Cleaning reserves the right to allocate the same cleaning team, subject to availability.

  6. The client must allow Polar Cleaning the opportunity to re-clean or inspect the issue before engaging a third party for related services.

Limitations of Service

  1. Cleaning services are provided to a professional standard but do not guarantee a “like new” result.
  2. Older, heavily soiled, worn, damaged, or neglected surfaces may not return to their original condition.
  3. Polar Cleaning is not liable for permanent stains, wear and tear, pre-existing damage, or items not cleanable using standard industry methods.
  4. Kitchen appliances are cleaned to the best achievable standard; however, existing damage or lack of regular maintenance may limit results.
  5. While we provide a comprehensive internal oven clean, Polar Cleaning is not a specialist oven cleaning company and does not fully dismantle ovens. This allows us to offer competitive pricing while achieving comparable results.

  6. Particularly with older ovens, the client acknowledges that there may be limits to the improvement achievable and that ovens may not appear “like new” after cleaning.

Insurance & Liability

  1. All operators are insured for accidental damage up to $10 million.
  2. If damage is proven to have been caused by Polar Cleaning and is reported within twenty-four (24) hours, we will repair the item or compensate for its current market value if repair is not possible.
  3. To the maximum extent permitted by law, our liability is limited to re-performing the service or providing reasonable rectification.
  4. Polar Cleaning is not liable for any indirect or consequential loss.

Guarantee Exclusions

The Polar Cleaning guarantee does not apply where:

  1. Instructions or recommendations have not been followed;
  2. Payment has not been made in full;
  3. These Terms & Conditions have been breached;
  4. Permanent stains, non-cleanable conditions, or pre-existing damage exist;
  5. Issues arise due to customer negligence after cleaning;

  6. Defects are not reported in writing within seventy-two (72) hours.

Claims & Refunds

  1. No refund claims will be considered once the service has been completed and the cleaning team has vacated the property, unless otherwise agreed in writing.
  2. Services are deemed satisfactory unless issues are reported within seventy-two (72) hours of completion.
  3. Polar Cleaning may request access to the property within twenty-four (24) hours to investigate reported issues.
  4. The client must not place furniture on damp carpets. Polar Cleaning is not liable for damage caused by failure to comply with this requirement.

Delivery & Third Parties

  1. Delivery of services to any third party nominated by the client is deemed delivery to the client.
  2. Failure to deliver part or all of the services does not automatically cancel this agreement.

  3. Polar Cleaning is not liable for losses caused by circumstances beyond its reasonable control.

Australian Consumer Law

Nothing in these Terms & Conditions excludes, restricts, or modifies any rights, guarantees, or remedies available under the Australian Consumer Law (ACL).

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