Terms & Conditions

By booking a cleaning service with Shell & Shore Cleaning Co, you agree to the following terms and conditions. These terms may be updated at any time without prior notice.

1. Definitions

Company: Refers to Shell & Shore Cleaning Co.
Client: Refers to you, our valued customer.
Services: Domestic cleaning services provided by the Company.
Agreement: The contract formed between the Company and Client upon acceptance of these terms.

2. Services Provided

General Cleaning: We provide cleaning services including dusting, vacuuming, mopping, kitchen and bathroom cleaning, as agreed before booking.
Condition of Property: If the property is in worse condition than expected, we may recommend a "deep clean" for an additional fee. It is the Client's responsibility to accurately disclose the property’s condition.
Clutter & Accessibility: Areas blocked by excessive clutter may not be cleaned unless cleared by the Client before the service. We will not open cupboards or cabinets unless explicitly requested. If you have hidden areas (e.g., butler’s pantry, concealed laundry), please inform us beforehand to ensure they are included in the clean.
Pet Hair: While we will do our best to remove pet hair, we cannot guarantee full removal. Excessive pet hair may incur an additional charge.
Biohazards: We do not handle biohazards, including bodily fluids, feces, urine, blood, vomit, soiled nappies, or used sanitary products. Ensure these items are disposed of before our arrival. If any biohazardous materials are discovered, we reserve the right to stop the service and charge a cancellation fee.
Mold: We will clean areas prone to mold buildup but cannot guarantee the removal of mold stains on grout, silicone, or other materials.
Repairs & Maintenance: Cleaning does not include repairs, maintenance, or liability for damages due to normal wear and tear or pre-existing conditions.

3. Booking & Payment Terms

Payment Methods: Payments can be made via cash, bank transfer, or credit/debit card upon completion of the service.
Payment Due: Payment is due within 3 days of receiving the invoice.
Late Payments: A $25 late fee will apply if payment is not received within 7 days of the invoice. An additional $5 surcharge will apply for each day that the invoice remains unpaid after the 7-day period.
Additional Services: Extra services not included in the original booking will incur additional charges, which must be agreed upon in advance.

4. Service Schedule & Access

Schedule: While we strive to meet scheduled times, unforeseen circumstances may cause delays or rescheduling. We will notify you promptly if this occurs.
Access: Please ensure access to the property at the scheduled time. If we are unable to access your home within 10 minutes and do not receive a response, we reserve the right to cancel the service and charge a $50 call-out fee.

5. Client Responsibilities

Disclosure: Inform us of any special cleaning requirements, the presence of pets, or unusual conditions prior to the cleaning. This ensures we bring the correct equipment and allocate enough time.
Hidden Areas: If you have areas like a butler’s pantry or concealed laundry that need cleaning, it is your responsibility to notify us in advance. We will not open cupboards or cabinets unless required by the Client.
Pets & Children: The safety of your pets and children is the Client’s responsibility. We recommend securing pets and supervising children during our visit.
Clutter: Excessive clutter must be cleared before the cleaning. We will not clean areas covered by personal belongings, trash, or clothing.
Being Present: It is at the Client’s discretion whether to remain at the property during the cleaning. However, if more mess is created after the cleaning, we are not responsible for returning to re-clean those areas.
Wet Areas: We cannot vacuum wet floors. Please ensure that wet areas (e.g., bathrooms and kitchens) are dry and accessible to ensure a thorough clean.

6. Cancellation & Rescheduling Policy

Cancellations: Cancellations within 24 hours of the scheduled service will incur a $50 cancellation fee, which will be charged on your next clean. Cancellations made more than 24 hours in advance will not incur a fee.
Late Cancellations: Repeated late cancellations may result in the termination of services.

7. Satisfaction Guarantee & Complaints

Same-Day Feedback: If you are not satisfied with our service, please contact us with photographic evidence within the same day. We will return to correct any missed areas or errors at no additional charge.
Feedback After Same Day: Feedback provided after the same day is welcome, but we will not return to re-clean any areas outside of the same-day period.

8. Health & Safety

Illness: If anyone in your household is ill or showing flu-like symptoms (including COVID-19), please notify us in advance. If we arrive and observe illness without prior notice, we may leave and charge a 50% cancellation fee.
Unsafe Conditions: If we encounter unsafe conditions (e.g., structural hazards, biohazards), we reserve the right to leave for our team’s safety.
Biohazards: We will not clean or handle biohazards such as bodily fluids, feces, urine, blood, vomit, or used sanitary products. Ensure these materials are properly disposed of before our arrival.
Toilet Areas: Excessive contamination (e.g., staining or splashing of bodily fluids) may result in those areas being left uncleaned for safety and hygiene reasons.
Toilet Brushes: We do not provide toilet brushes. Ensure your toilet brush is clean and functional. If it is unsanitary, we reserve the right to refrain from using it, and the toilet will not be scrubbed.
Weather Policy: In extreme weather conditions (e.g., heat, cold, rain), we may need to reschedule to ensure the safety of our team. Please provide access to fans, air conditioning, or heating for staff comfort.
Access to Facilities: We may need to use your restroom during the cleaning session. We will respect your space and only use the facilities when necessary. Please ensure toilet paper is available.

9. Liability & Property Maintenance

Damages: We are not responsible for damages due to pre-existing conditions, normal wear and tear, or neglect in property maintenance.
Valuables: Secure valuable or fragile items before our cleaners arrive. We are not liable for damages to unprotected items. If special care is required for any items, please notify us.
Property Maintenance: Ongoing property upkeep is the Client’s responsibility. We are not liable for damages caused by neglect or inadequate care between cleaning visits (e.g., untreated mold or water damage).

10. Termination of Agreement

Either party may terminate this agreement with written notice. Termination does not release the Client from outstanding payment obligations. Continuous cancellations or non-payment may result in permanent termination of services.

11. Photography & Advertising

We may take photos of your cleaned spaces for promotional purposes, but we will not capture any personal information or images of family members. If you do not wish for photos to be taken, please inform us at the time of booking.

12. Entire Agreement

This agreement supersedes all prior discussions or understandings. By booking a service, you agree to these terms in full.

These Terms & Conditions are designed to provide clarity and transparency regarding our services, responsibilities, and expectations, ensuring a smooth and positive experience for both the Company and Client. Thank you for your cooperation.