Cleaning Policies & Service Terms

• Cleaning services are provided according to the services and areas agreed upon in the quote.
• Payment is due according to the payment terms stated on the invoice.
• For residential clients, payment may be required before or immediately after the service, as agreed.
• Cancellations or rescheduling should be made at least 24 hours in advance where possible.
• Late cancellations or missed appointments may incur a cancellation fee where applicable.
• Clients must provide safe and reasonable access to the property at the agreed time.
• Only the rooms, areas and services included in the agreed quote will be cleaned.
• Additional areas or services requested on the day may incur additional charges.
• Chenesa Cleaning Services AU reserves the right to reschedule or decline a job where working conditions are unsafe.

• Clients should remove personal items, clothing, toys, dishes and other belongings from areas requiring cleaning where possible.
• Excessive clutter may prevent cleaners from safely accessing surfaces and floors.
• Chenesa Cleaning Services AU is not responsible for cleaning or moving excessive personal belongings unless this has been specifically agreed.
• Excessive clutter may result in additional charges or the service being limited to accessible areas.
• Furniture will only be moved where it is safe and reasonable to do so.

• Clients should advise Chenesa Cleaning Services AU in advance if pets are present at the property.
• Please provide the number and type of pets before the service.
• Clients are responsible for ensuring pets are safely secured if they may interfere with the cleaning service.
• Excessive pet hair, pet waste, stains or odours may require additional cleaning and may incur additional charges.
• Pet waste and other potentially hazardous animal waste may be refused or treated as a specialised service.

• Clients must inform Chenesa Cleaning Services AU about fragile, valuable or delicate items before cleaning begins.
• Clients should secure jewellery, cash, important documents and other valuables.
• Cleaners will not be responsible for damage to items that were not reasonably identified as fragile or valuable.
• Cleaners may choose not to clean extremely delicate, unstable or valuable items if doing so presents a risk of damage.

• Chenesa Cleaning Services AU may provide standard cleaning products and equipment as part of the agreed service.
• Where a client requests specific products, the client should advise Chenesa before the service.
• Clients providing their own cleaning products must ensure they are suitable and clearly identified.
• Cleaning chemicals must never be mixed unless specifically designed to be used together.
• Chenesa cleaners will follow appropriate product instructions and safe handling practices.

Deep cleaning and additional services may attract additional charges. Examples include:

• Oven cleaning
• Fridge or interior appliance cleaning
• Wall washing
• Detailed skirting-board cleaning
• Heavy grease removal
• Excessive mould
• Excessive pet hair
• Interior windows
• Basic carpet cleaning
• High-level cleaning
• Heavy-duty bathroom cleaning
• Excessive rubbish removal
• Additional rooms or areas not included in the original quote

Additional services should be agreed upon before work begins whenever possible.

Chenesa Cleaning Services AU provides basic carpet cleaning only. Specialist or deep carpet cleaning, carpet restoration, stain treatment and specialised carpet extraction may require a professional carpet-cleaning specialist.

Chenesa only cleans windows that are safely reachable from the ground or normal safe access areas. For safety reasons, Chenesa does not clean windows that require unsafe access, climbing, specialised equipment or high-rise window-cleaning equipment.

Chenesa Cleaning Services AU reserves the right to refuse or stop work where conditions present a health or safety risk. This may include:

• Human or animal waste
• Needles or sharps
• Significant mould contamination
• Pest infestations
• Blood or bodily fluids
• Dangerous chemicals
• Severe contamination
• Unsafe structural conditions
• Aggressive or uncontrolled animals
• Other hazardous conditions

Specialist cleaning may be recommended where the job requires equipment, training or procedures beyond standard cleaning services.

• Clients should notify Chenesa Cleaning Services AU of existing damage before cleaning begins.
• Cleaners will take reasonable care when performing services.
• Chenesa is not responsible for pre-existing damage, defects, wear and tear or deterioration.
• If a cleaner discovers damage or a condition that could be made worse by cleaning, the client may be notified before proceeding.

• Chenesa Cleaning Services AU aims to provide a high standard of cleaning on every job.
• If a client is unhappy with an aspect of the service, they should contact Chenesa as soon as reasonably possible.
• We will review the concern and, where appropriate, arrange a reasonable correction or follow-up clean.
• Feedback is welcomed and helps us continually improve our services.

• Clients must provide working keys, access codes or other agreed access arrangements.
• Clients should advise Chenesa of any alarms, security systems or special access requirements.
• Chenesa cleaners will take reasonable care to secure the property when leaving.
• Keys and access information will be treated confidentially and only used for authorised cleaning purposes.

Chenesa Cleaning Services AU is committed to providing a safe working environment for our cleaners, clients and members of the public. Cleaners may stop work or report conditions considered unsafe, including:

• Wet or dangerous surfaces
• Unsafe electrical equipment
• Dangerous chemicals
• Unstable furniture
• Unsafe heights
• Hazardous materials
• Aggressive animals
• Other serious safety risks

For hotels, commercial properties and site facilities, additional requirements may apply. These may include:

• Site inductions
• Client-specific cleaning procedures
• PPE requirements
• Safety procedures
• Cleaning checklists
• Security requirements
• Staff identification
• Sign-in and sign-out procedures
• Incident reporting
• Site-specific policies

Where a client has specific site requirements, Chenesa Cleaning Services AU will work with the client to understand and follow the agreed requirements.

• Quotes are based on the information provided by the client and/or the condition observed during a site visit.
• If the actual condition of the property differs significantly from what was described, the quote may need to be adjusted.
• Additional work must be agreed with the client before additional charges are applied wherever reasonably possible.
• A site inspection may be required before providing a final quote for larger, heavily soiled or specialised jobs.

Chenesa Cleaning Services AU reserves the right to refuse or discontinue a cleaning service where:

• The environment is unsafe.
• The property contains hazardous materials.
• The client or another person behaves abusively, threateningly or inappropriately toward staff.
• The required work is substantially different from the agreed service.
• The property presents conditions that cannot safely be addressed using standard cleaning procedures.

At Chenesa Cleaning Services AU, we are committed to providing:

• Professional Service
• Attention to Detail
• Reliable Cleaning
• Customer Satisfaction

We aim to build long-term relationships with our clients by providing dependable and high-quality cleaning services throughout Kalgoorlie-Boulder and surrounding areas.