T &C | Trem Clean

PRIVACY, TERMS AND CONDITIONS

GENERAL STATEMENT

Welcome to the www.tremclean.com.au Trem Clean (the “Site”). These terms and conditions (“Terms and Conditions”) apply to the Site, and all of its divisions, subsidiaries, and affiliate operated Internet sites which reference these Terms and Conditions.
The Site reserves the right, to change, modify, add, or remove portions of the Terms and Conditions of Use at any time. Changes will be effective when posted on the Site with no other notice provided. Please check these Terms and Conditions regularly for updates. Your continued use of the Site following the posting of changes to these Terms and Conditions constitutes your acceptance of those changes.
Kindly review the Terms and Conditions listed below diligently prior to using this Trem Clean as your use of the Trem Clean indicates your agreement to be wholly bound by its Terms and Conditions without modification.
You agree that if you are unsure of the meaning of any part of these Terms and Conditions or have any questions regarding the Terms and Conditions, you will not hesitate to contact us for clarification. These Terms and Conditions fully govern the use of this Trem Clean. No extrinsic evidence, whether oral or written, will be incorporated.

INTERPRETATION OF TERMS

In these terms and conditions, the following words shall have the following meanings;

“Customer” or “You” means any person who purchases services from Trem Clean
“We” means Trem Clean or an authorised contractor approved by Trem Clean
“Us” means Trem Clean or an authorised contractor approved by Trem Clean
“Services” or “Service” any service that the client would like performed.
“Terms and Conditions” means the terms and conditions of supply contained within this webpage and any conditions agreed in writing by Us.
“Cleaner” or “Cleaners” means any person who performs the service working for Us.
“Heavily Soiled” means the existence of additional grime, dust or dirt that has been identified to exist at higher levels than that of a normal residence.
“Managing Agent” means the agent who manages the rental affairs of the property. For instance, a Real Estate agent.
“Property” means the property that is requiring a Bond Clean.
“Trem Clean Standards” means cleanliness in the Property that would pass the Managing Agents scrutiny (under governance of the Residential Tenancies and Rooming Act 2008) and release the bond to the Customer.
“Reasonable endeavors” means that We have tried our best to make an informed decision with the information that is available to us at that particular point in time.

UNACCEPTABLE BEHAVIOR

The following behavior or acts are strictly forbidden on the Trem Clean and may result in immediate account termination:

Verbal, physical, written or other abuse (including threats of abuse or retribution) of any Trem Clean user, employee, member, officer, or Contractor;
Use of our website, or of the Services if you are not able to form legally binding contracts, are under the age of 18, or are temporarily or indefinitely suspended from using our website, services, or tools;
Circumvention or manipulation of our fee structure, the billing process, or fees owed Trem Clean;
Using the website for any purpose prohibited by applicable law;
Any use that interferes with or disrupts the website or any servers or networks that host or provide the website;
Use or our website to compete with our business and services;
Copying, modifying or distributing rights or content from the Trem Clean website, or Trem Clean’s copyrights and trademarks; or
Harvesting or otherwise collecting information about users, or contractors, including email addresses, without their consent, or any confidential or proprietary information of Trem Clean, including without limitation its pricing structure, photos, links, text, data, content, Contractors or any other website information.

We do not tolerate inappropriate behavior towards Us or our cleaners that harasses, intimidates, threatens or uses fear (either verbally, written or physical) by the Customer, this includes explicit language, racism and defamatory remarks. We will take whatever action is necessary (including legal action) against any person who is involved in threatening or abusive behavior. We reserve the right to terminate any Services immediately without refund. You the Customer agree to this and agree that you have no such claim to receive any refund.

PRICING

Any quotations that we give you for the provision of the Services are current at the time and estimates only. The quotes are based on the house and the room sizes.

We try as much as possible to give accurate quotes at all times, however, error may still occur such as a wrong quote for a particular task being displayed. When we detect an error in quotation, we will inform the customer immediately. Trem Clean reserves the right to change the price for a particular task if error is detected in the quote.

Sometimes, quotes for a particular task may change as a result of some additional factor which may be from Us or the customer. Such factors are:

The property is not as described by the Customer. For instance, the property has an additional room such as a bedroom, toilet, living area or study or if applicable additional blinds or different blinds than described.
The condition of the property is heavily soiled. A heavily soiled room or residence may require extra time or chemicals to clean to ensure the room or residence is up to Trem Clean Standards as defined by the Managing Agent under the governance of the Residential Tenancies and Rooming Act 2008
A part of the property requires a specialist service to clean the area. This includes any areas We deem dangerous such as windows at heights or areas that require a specific skill and or equipment to make the area up to Trem Clean standards.
Any area within the property including possible contents that fall outside the agreed service as defined within the cleaning schedule.
The cleaner has incurred additional costs such as parking fee’s or Property key pickup fee’s.
The customer’s original requirements are altered. For instance, the Customer requires a particular item to be cleaned.

REMOVAL OF RUBBISH OR PERSONAL EFFECTS

Trem Clean reserves the right not to continue with the job if on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment or the item may pose a possible risk to the cleaner. For instance, a cracked or broken power point, dangerous light fitting or working at heights. In such an instance the Customer will be notified, and the Customer agrees that the Trem Clean Guarantee related to that area or item is void and no such warranty will apply. Trem Clean also will not continue with the job if for example water or power is not available or if there is interference in the work from the Client or any other person.

It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build up of grime, in these instances, if identified no warranty will apply to these areas or items.

OUR OBLIGATIONS

We will:

provide the Services with reasonable care and skill;
provide the Services to a reasonable standard in accordance with the agreed cleaning specification and the recognized standards and codes of practice applicable at the time of carrying out the Services;
perform the Services within a reasonable time; and
ensure that you have free and unencumbered title to any goods and materials supplied to you as part of the Services

CLIENT’S OBLIGATIONS

You will:

Be reachable at all times and 1 hour prior to commencement of our job;

co-operate fully with us and provide us with all information reasonably required by us to provide our services;
provide us with 7 days’ notice in writing of any change of your name, address or other contact details;
provide us with full and safe access to your property for the purposes of providing the Services;
provide free of charge all necessary lighting, hot water and other facilities reasonably required by us to perform the Services;
provide us with suitable and safe accommodation for the storage of such equipment and supplies as we need to leave on your premises for the purposes of carrying out the Services; and
obtain all necessary permissions, licenses and consents that may be required to enable us to perform the Services, the cost of which shall be your sole responsibility.

The customer further agrees:

That if for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavors. Failure to be contacted may result in the job being incomplete and will void any warranty. In this event, if we are required to return to the property a return fee will be applicable based on the number of hours the cleaner is required at the Property;
That if the property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $40 per hour non-access fee up to the full amount of the total cost of the job;
That a key collection location may be agreed upon with the cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property. Charges are calculated in 10Km increments based the shortest route calculated by Google Maps. This will be charged at $40 per 10km increment.
That failure to gain access to the Property will result in an additional $70 cancellation fee or a $70 postponement fee, postponements will be subject to availability.
To allow photographic images to be taken of the Property, before, during and at the end of the service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.

Customers agree to provide Trem Clean access to running water and electricity which are necessary utilities for discharging our duty. If we are unable to gain access to these utilities, we will do our best to carry our duties however, however the Trem Clean Guarantee will not be applicable. In such an event the Cleaner will contact the Customer to get advice.

If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Trem Clean Guarantee for that particular area.

Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavor to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.

All rubbish is to be removed from the premise including rubbish that may be in draws cupboards and rooms. We will not be responsible for removal of any rubbish (inside the premise or outside) and will not warrant the Trem Clean guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost.

CANCELLATION

The Client agrees to pay the full price of the cleaning visit, if:

a) The Client cancels or changes the date/time less than 5 days prior to the scheduled appointment;

b) The Client fails to provide access to the service premises thus preventing the Company to carry out the booked work;

c) There is a problem with the Client’s keys and the Cleaner cannot let themselves in. If keys are provided, they must open all locks without any special efforts or skills.

If the Client needs to change a cleaning day or time, the Company will do its best to accommodate them. A minimum of 24-hours’ notice is required. Please note that the Company cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.
The Company’s cleaning operatives work on any day of the week including Bank Holidays. If the Client’s cleaning visit is due on a Bank Holiday and he hasn’t called or e-mailed the Company to cancel the visit 24 hours prior to the start of the cleaning session, the Client agrees to and understands that the regular amount due for that cleaning visit will be charged regardless of whether the cleaning operative has cleaned the Client’s property or not.

CANCELLATIONS / REFUNDS

The following conditions applies to refund cancellation and refund.

If you cancel your appointment with Trem Clean 5 days before the Booked date, you will receive a refund less a $25 administration fee.
If you cancel your booking within a period of 5 days to 2 days before the booked date, then you will be charged a $50 Cancellation or postponement fee. This fee is not transferable but may be used within 3 calendar months of the original booked date at the same address of the original booking.
If you cancel your booking within 24 hours from the booking date, the customer authorizes the following fees can be charged to the credit card details supplied and kept on file as follows: Job totals of up to $500 will incur a $150 cancellation charge; Job total over $500 will incur a $250 cancellation charge.

We hold all rights to cancel the job if we deem the condition of the property is dangerous for the safety, health or well being of our staff or if We are unable to access the property as agreed. Same day cancellation fees will apply.

We reserve the right to re-schedule or cancel any Service if the property is not as described either in condition or size, or if unexpected circumstances occur.

PAYMENT

Payments for the services are to be made via Credit Card or Bank Transfer prior to the commencement of the clean.
If you wish to book your bond clean and hold a date, as security you must provide valid credit card details, a minimum $50 booking fee applies.
If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing. Failure to receive remittance advice or payment within our bank account 1 day prior, will result in cancellation of your service and a forfeit of the booking fee if applicable.

You the Customer agree that if We have not received payment in full for the service within the period of one calendar month of the original invoice date then a late payment fee of $50 applies for the first month. Additional Late payment fees will be charged on a fixed rate of 10% per annum for each 3 days that any amount remains outstanding thereafter.

In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date.

At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be effected and or ability to seek rental properties/credit in the future.

BOND CLEAN RETURN GUARANTEE

Our Trem Clean Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.

Our Trem Clean Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond Clean but not a carpet clean then Our Guarantee only covers the bond clean. Carpets would be excluded from our Trem Clean Guarantee.

Our bond guarantee does not include certain items. For instance, Ceilings, Garage walls or deep stains that require a professional third party to clean are not included in the Trem Clean Guarantee.

A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the clean.

We require 24-48 Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required.

A re-clean will only address the problems listed in the property manager / agents original report if applicable.

After a re-clean We will warrant any work for three days. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent within 3 days (72 hours), We will consider the re-clean to have addressed any issues under the Trem Clean Guarantee and consider the job completed as per our Terms and Conditions.

Until commencement and finalisation of this Service, these Terms and Conditions still apply (Whether the service is a clean, re-clean or the waiting period between re-cleans and inspections)

All re-cleans are subjected to these Terms and Conditions.

All Customers acknowledge that our Bond Return Guarantee is only applicable if you contact us within 5 days (120 hours) of the performed Service.

We do not guarantee for natural events occurring over time. Items such as (but not limited to) settled dust, water marks, open windows, doors etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events including all aspects of the Bond Return Guarantee.

The Bond Return Guarantee is deemed null and void if the property does not remain vacant after our cleaners have cleaned the premise. The only exceptions to this clause is if carpets are cleaned by a qualified carpet cleaner authorised by Us or you have an agreement in writing from Us.

You MUST book your bond clean to be performed once all the furniture is removed, the premise is not inhabited and all the necessary maintenance or other work to the premises has been completed.

We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone and similar.

CLAIMS

Under no circumstances refund claims will be considered once the Service has been completed and We have vacated the property.

The Customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.

The Customer acknowledges that the Trem Clean guarantee is only for the Trem Clean services not any other. Carpet cleaning and pest control will be warrantied by the contractor who provides these services.

All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Service, please provide in writing the damage with applicable photo’s.

You agree to waive any right of claim against Us for any incidental costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.

Any damages claims will be subject to proof being provided by either party that the damage was caused during the service, these claims are to be strictly the responsibility of the contractor if fault is accepted, the contractor and the customer agree to exchange details and agree to the contractor gaining access to the property for the duration of the claim. This may include access for quoting of replacement and repair if applicable.

If You require your fridge or freezer to be cleaned, then you are responsible for emptying and defrosting it in advance. Additional costs may apply.

The Customer should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.

COMPLAINTS

Any complaints must be made in writing and sent to support@bcic.com.au

Any complaints must be made within 24 hours of the performed Service.

Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.

Complaints must also include what resolution the Client would like.

The Client acknowledges that they have the ability to view our Trem Clean and follow the complaints procedure.

The Client acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

DISPUTE RESOLUTION

If any dispute arises in connection with this Agreement, we will attempt to settle it by negotiation with you, but if that is not possible we will attempt to settle it by mediation in accordance with the appropriate law and regulatory body.

VARIATIONS

Except as set out in these Terms, no variations of this Agreement, including the introduction of any additional terms and conditions, shall be effective, unless it is agreed in writing and has been signed by us.

WAIVER

A waiver of any right under this Agreement or law is only effective if it is in writing and shall not be deemed to be a waiver of any subsequent breach or default. No failure or delay by either of us in exercising any right or remedy provided under this Agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict its further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

LIABILITY

The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of Company operatives at the service address. The Company endeavours to be right on time on any visit but sometimes due to transport related and other problems which are beyond the Company’s control, the Company operative’s may arrive with a delay or the cleaning visit may be re-scheduled.
The Company shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with –

1. A cleaning job not complete due to the lack of hot water or electricity

2. Third party entering or present at the Client’s premises during the cleaning process;

3. Any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative.

WEBSITE AVAILABILITY

Our websites will be available only at times we decide. We do not guarantee that our websites, or any website content, will always be available or be uninterrupted. We may suspend our websites at any time without notice and for any reason, including for upgrade, maintenance, repair, prevention of damage, and investigation. We may suspend, withdraw, discontinue or change all or any part of our websites at any time without notice. We shall have no liability to you (including in negligence) if our website is not available for any reason, and we shall have no obligation to you to make sure our websites are available to you at any time.

FURTHER INFORMATION