Terms & Conditions

1. Service guarantee

Our ‘100% Satisfaction Guarantee’ is valid for 7 days after completion. If for some reason the work does not pass bond inspection, the customer is required to lodge this within 5 days. Best Buy Services will organise its representatives to return to rectify any issues without charge. This process occurs within 48 hours from receiving exit condition report or similar from real estate.

Before rectifications works commencing, the Customer is required to provide the job sheet containing the clear list of works to complete. This document must be issued by the Real Estate or Landlord. Our scope of works does not cover dust settlement that occurs normally between time of service and re-inspection. Note that accumulation of dust over time is considered normal and activities such as ‘open homes’ are likely to speed up this process.

2. Job quotations

For quotes provided without inspections, the quote is only an ‘estimate’ based on the information available at the time. The basis of this estimate is an ‘average room sizes in a property left in a reasonable state of cleanliness’. The quotation is subject to change for the following reasons: state of property not as expected; customers original requirement are altered; variations to the condition or size. Any of these reasons constitutes the booking to be altered by mechanisms of: re-scheduling; cancellation, at the discretion of Best Buy Services.

3. Variation rates

For any variation works, additional charges apply. Variation works are charged depending on the extra work involved. Cause of variation works include:

a) Property that has not been regularly cleaned or neglected in a way that requires extends the duration of normal maintenance activities;

b) Property that have had pets, small children;

c) Property with excessive wear and tear;

d) Large sized dwellings; multiple living areas; dining room; rumpus; study; media room.

e) Additional travel charges for collection and returning of keys;

f) Time wasted due to difficulties accessing the property; the property still has belongings and is not ready for cleaning.

g) Requirement to carry heavy equipment (carpet machine) to higher apartments / floors;

h) Requirement to move any furniture in order to complete works;

i) Customer should provide parking or pay for parking charge if required.

4. Service Exclusions

Bond cleaning excludes the following items which may be conducted for an agreed ‘extra’ cost:

a) Washing of Walls;

b) Dusting or Wiping of blinds (venetian & plantation blinds only);

c) Louvre Windows;

d) White goods / Appliance Cleaning (e.g. Fridge, Washing Machine, Microwave etc) – A full bond clean of fully furnished property includes this service;

e) Upholstery / Soft Furniture Cleaning (e.g. Sofa, Mattresses etc);

f) Kitchenware Cleaning (e.g. Cutlery etc);

g) Grout Cleaning (Floor);

h) Garage Door Cleaning;

i) Rubbish Removal;

j) Mould Cleaning;

k) Ceilings;

l) Generator ($80);

m) Lifting charges from $20 if required to carry heavy equipment to higher level of unit without lift.

5. Bond cleaning (fully furnished)

For bond cleaning of fully furnished properties wiping of furniture and appliances (e.g. coffee table, microwave, fridge etc) is included. The service excludes cleaning of kitchenware (e.g. cutlery) and linens (e.g. bed sheets).

6. Payment

At the commencement of service all payments must be made by credit card:

a) A surcharge will be added to the total amount of payment when using credit or debit card – 2.9% for Mastercard/Visa and 2.9% for AMEX/Diners Club

b) A service fee of 2.1% will be added to the total amount of payment when using credit or debit card.

8. Cancellation & Reschedule Fee

In order to provide a professional service and to avoid any business disruption caused by no-shows, and short notice cancellations; the minimum cancellation notice period is 48 hours.

Conditions for failure to meet notification periods are listed below:

a) When customer fails to provide 48 hour cancellation notice period, the Customer agrees to pay a cancellation fee of $100;

b) In the event that customer does not appear or does not provide unencumbered access to the premises for a Best Buy Services representative on the day of the service, the customer agrees to pay a cancellation fee of $100 for administrative and travel costs that is equivalent to our minimum call out fee;

c) If the property is not ready for the cleaning at the service time including tenant still in the process of moving, the customer agrees to pay $40 per hour, per representative of disruption caused or cancel, the customer agrees to pay a fee of $100 for administrative and travel costs that is equivalent to our minimum call out fee.

9. Health and safety risks

In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:

a) The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;

b) The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.

10. Accidents, breakage, damage

Best Buy Services will inform the customer of any incident where any accident, breakage, damage to property. Best Buy Services will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage. For any personal properties that are left behind within ‘waste’, Best Buy Services will not be held accountable for their accidental loss when disposed with waste products.

[i] To clean walls for the purposes of a bond clean, we do spot clean only to remove marks – Additional charges may apply if walls are badly marked, or excessively stained as they may require extra cleaning time

[ii] Blind cleaning is not included in our standard bond cleaning service. Dirty or greasy blinds take a lot longer. In this case, bringing them to the standard required to pass a cleaning inspection will require a lot more work and thus additional charges may apply. If the blinds are badly soiled or there is a lot of mould present on the blinds they may need to be cleaned by Professional Blind Cleaning Company.