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Brisbane Cleaners, Cleaning gold coast

Professional Commercial & Residential Cleaning Services


Brisbane | Ipswich | Gold Coast | Sunshine Coast

Terms & Condition's of Service

TERMS & CONDITIONS

All the information provided on this website (www.ds-solutions.com.au) is provided as a general guide / job description based on the best procedures & practices in typical circumstances. Use of DS Solutions – Innovative Hygiene Systems cleaning services after agreeing to the terms of our free no-obligation quote / estimate shall be deemed as acceptance of the following terms and conditions:

The Customers Responsibilities

 

Safety First!
Are there any notable hazards, slippery surfaces, pets or other concerns at your property that could impact the health and safety of our Staff Members? If yes, please advise us before the scheduled date so that necessary arrangements and precautions can be made.

Forgetting anything?
We understand how stressful and time-consuming moving home or business can be and realise personal items and rubbish may be left behind. We completely understand. However, if our cleaners find that your residence requires more than the average bond cleaning procedure would require i.e. excess rubbish, waste, trips to waste management center / dump or that the general cleanliness of the property is far below that of an average bond clean. This will require more hours than anticipated (additional charges will apply) and you will be advised accordingly. Note; until DS receives your agreement to the outlined changes / requirements for the additional services, including costs, commencement of additional services will not begin. (Bond back guarantee is Voided if advised necessary requirements and charges are not agreed upon)

Heavy items or Furniture
Before our cleaners start any of your requested services that may require cleaning under or behind heavy items or furniture, it is up to you (tenant) to arrange for them to be moved prior to our staff beginning work. Any items or furniture moved either before or after the End of Lease Cleaning service will be performed at your own risk.

Allow us to do our job
Whilst we love discussing everything from weather to politics, this may not be the best time for a chitchat. Our cleaning staff need to complete their job to a high standard and where possible we kindly request if you could leave the premises allowing our cleaners uninterrupted and unobstructed access to all areas required.

Offering your own equipment?
That’s nice of you! However, for the safety of our team, we only use our own products, materials and up to date tested and tagged equipment.

No Obligation, Free Quotes and Pricing

DS Solutions – Innovative Hygiene Systems provide clients with free no-obligation quotes / estimates before carrying out any job (unless previously agreed / specified). All of our fixed quoting prices are competitive and transparent, however quotes may be subject to change upon physical property / service area inspection or if extra / added cleaning services are required. This also depends on whether or not the correct details for the property have been provided and the general cleanliness and condition of the premises is average, (excess amounts of rubbish etc. prolonging staffs ability to begin the bond cleaning process)

 

  • The state/condition of the residence is not as described or expected. i.e. Excess amounts of rubbish, untidiness, large amounts of wear and tear or pre-existing damage.
  • If your original service requirements change and extra services are added post booking or on the day of service; or if the service details were incorrectly entered.
  • If the rooms are a larger size then originally specified (Important for carpet cleaning) compared to the standard QLD room specifications of 12M2
  • If the number of bedrooms, living rooms or bathrooms is greater than specified for the agreed service.
  • If the size and amount of window panes / glass panels is above that of an average home i.e. number of windows or square meterage of glass, as well as low set & 2 storey homes

 

 

Service Guarantee & Request for Re-Clean

DS Solutions has a ‘return and re-do’ policy. If you’re not satisfied with the quality of the cleaning service you’ve received, let us know within 48hours of completion. We’ll then reschedule a time to examine the situation and if necessary or we are deemed at fault we’ll conduct all cleaning tasks required and rectify the problem areas FREE OF CHARGE!

 

Service Disclaimer.

Only the Cleaning aspects / Tasks of the Premises / Property and those outlined & agreed upon in the Final Proposal & SOW are covered by our “Quality Assurance Guarantee”. DS Solutions does not hold any responsibility for damages caused by other workers, company personnel or persons onsite.

Domestic & Commercial

DS Solutions – Innovative Hygiene Systems does NOT guarantee the removal of stains such as, rust, mildew, mould or others caused by hard water build-up or lack of maintenance. We require 48hrs notice to be informed of items or surfaces requiring additional attention. All areas to be cleaned are expected to be free of clutter.

 

Construction

DS Solutions – Innovative Hygiene Systems does NOT guarantee the removal of stains, paint fleck, Scuff / scratch marks, rust, mildew, mould, chemical burns / stains or others caused by previous trades lack of job preparation and due diligence. We require 48hrs notice to be informed of items or surfaces requiring additional attention.

 

All staff are trained in all areas of cleaning, manual handling & safe chemical usage & storage procedures. From domestic, office and builders cleans to industrial and commercial cleaning. All staff have undergone a workplace Health & Safety induction, at commencement of employment, and are continually updated with relevant changes.

Payment of Scheduled Services

 

Terms of Payment

All payments should be received by DS Solutions – Innovative Hygiene Systems during the appointment / booking stage or on upon the completion of service on the scheduled day. Cash, bank transfers and credit cards are all accepted, with online and paywave (SQUARE) options also available for your convenience. Receipts are automatically generated upon confirmation of payment & forwarded to you by email & / or sms soon after.

Upon initial inspection of the premises the quote may need to be reviewed and if any amendments / adjustments are required, we will notify you and the difference to the original quote can be agreed to with the amendment paid in cash, online or by credit card.

In regards to ongoing / repeat scheduled commercial clients, we allow for a period of 30 days grace for payments to be provided.

 

“All of DS Solutions fixed quoting prices are competitive and transparent, however initial quotes may be subject to change depending on whether the correct details of the property have been provided & the general cleanliness and condition of property is average.”

Bond Back Guarantee

DS Solutions “Bond Back Guarantee” is valid for 7 Calendar days following the completion of the “End of Lease cleaning”. During the outlined timeframe we guarantee if any notification from you or your property manager concerning an incomplete or unsatisfactory cleaning result is received, we’ll return to the property Free of Charge and conduct all cleaning tasks required and rectify the problem areas.

Only the cleaning aspects/tasks of the bond and those outlined in our quote and checklist are covered by our “Bond Back Guarantee”. DS Solutions does not hold any responsibility for any damages caused by the tenant/s.

In some cases, no amount of cleaning or scrubbing is able to improve or fix certain problem areas of your rental property. Although rare, this usually happens in older homes with high levels of wear and tear, unfortunately when these situations arise we are unable to provide our bond back guarantee for that identified aspect of your home or cleaning requirements. You and your real estate will be notified of the situation promptly and provided photo documentation and a detailed record.

 

Some examples are but not limited to:

  • Permanent carpet stains
  • Permanent hard marks and stains
  • Permanent wall marks
  • Permanent marks in drawers and cupboards
  • Mould and deeply embedded soap scum
  • Rust rings on hard floors or rusting of metal fixtures.
  • Grease stains

Our End of Lease Cleaning Services

DS Solutions Standard Bond Back Guaranteed cleaning service follows the End of lease cleaning guidelines outlined by the RTA for kitchens, bathrooms, laundry, living rooms and bedrooms; as stated in our online checklist. (turn into link)

More common than not, tenants discover they require extra cleaning services if/when requested by your property manager/real estate. These are specialist services and extra charges apply.

DS Solutions has developed specific exit cleaning packages(turn into link) for tenants that contain the most likely combination of services and extra’s you may require.

The combination of cleaning services you require are not currently offered? Not to worry. You can easily add extras through the online booking process and customise your service or inform us of the required extra’s when booking over the phone or via email.

The following services are considered extras are not included in our standard bond cleaning package. Individual extras can be

Extras

  • Carpet steam cleaning
  • Complete interior Wall wash
  • External window/frames cleaning
  • Floor-to-ceiling windows
  • Appliance/item cleaning
  • Fridge/Freezer clean
  • Dishwasher cleaning
  • Blind/shutter deep cleaning
  • High pressure cleaning
  • Licensed pest control
  • Rubbish removal ($30per garbage bag)

A few areas & items that are not covered:

  • Areas outside of normal reach / height (2.4 m ceiling height), considered hazardous or inaccessible.
  • Ceilings, light fixtures, or external windows and frames
  • External entertainment / patio areas
  • Barbecues
  • Gardens
  • Die off event – in the days and sometimes up to two weeks after a pest controller has treated a property insects and bugs can appear and die in mass

Quality Assurance and Management Systems

DS Solutions prioritised the development of unique industry specific quality assurance and management systems. This allows us to provide yourself and your real estate a with a same day digital completion report of all cleaning procedures conducted. Our innovative reporting system includes photo documentation of the services provided and delivers an unbeatable in-depth overview and condition report for record / filing purposes

In the case your real estate agent is dissatisfied with the services performed, please follow the instructions on our recleaning request (make a link, create a page! Change wording) page.

Carpet Cleaning

Carpet cleaning will be carried out according to the following conditions:

 

  1. Here at DS Solutions we make the best possible effort to identify and remove all spots, stains and spills from your carpets. Unfortunately, we cannot always guarantee their complete removal from the carpet and accept no liability for any permanent deep-seated stains that in our opinion, require multiple treatments or cannot be removed in entirely.
  2. DS Solutions – Innovative Hygiene Systems accepts no liability for colour runs, due to non-fast color dyes that already exist in your carpet, upholstery or rug.
  3. DS Solutions accepts no liability for the re-soiling of areas once the carpet cleaning procedures are complete.
  4. DS Solutions will not be liable for any product purchased from us that may subsequently cause your carpet or rug damage.
  5. Our carpet cleaning services do not extend to the cleaning of the padding underneath. This is an additional service requirement and will be charged separately.
  6. DS Solutions will not be liable for any buckling, un-seaming (when a carpet is removed from its place) or any other damage to the carpet, as a result of it being re-stretched.

 

Rug Cleaning

DS Solutions guarantees that any rug picked up from your home will be returned within 7 – 10 business days from the date the rug is collected from your home. If your rug requires further cleaning, this service will be carried out without charge but can take up to 5 – 7 additional business days.

Upholstery Cleaning

Upholstery steam cleaning is applied only to the upper layers of the fabric / material and not to the padding / filling.  This is an additional cleaning service and will be charged for separately.

Removal of Furniture / Items

DS Solutions – Innovative Hygiene Systems will not be responsible for the removal of goods, items, breakables or furniture relating to their carpet cleaning service.

If furniture, goods, items removal is required an additional charge of $100 will be applied.

DS Solutions will not be responsible for any damage caused to such goods, breakables and or furniture unless the damage is caused by a direct result of negligence on behalf of our company or our employees.

Larger items (such as televisions, book cases, wall cabinets, filing cabinets, etc) will remain in place and no cleaning will take place underneath such items / furniture unless the client / customer arranges their removal before the scheduled appointment.

Carpet Protection

DS Solutions will apply protection agents if requested by our clients in strict adherence to the manufacturer’s guidelines.

DS Solutions – Innovative Hygiene Systems cannot 100% guarantee the protection of rug, upholstery and carpet fibers, against all spills. Furthermore, if clients have any complaints relating directly to the products, these grievances must be taken up directly with the product manufacturer not DS Solutions.

Coupon Redemption

All coupons entitling clients to a discount on one or more of our cleaning services must be redeemed at the time of booking or at the time / date the service is carried out. DS Solutions will not accept such coupons at a later date.

Only one coupon per customer can be redeemed, unless specifically stated otherwise.

 

Advanced Notice

DS Solutions will not be liable for the results of any cleaning service carried out if the relevant information was not provided by the customer beforehand. It is not the responsibility of DS Solutions – Innovative Hygiene Systems to ask the client for the relevant details or specific / information relating to the circumstances / condition of the carpet, upholstery or rug.

 

It is the customer’s responsibility to provide all necessary information in advance of the scheduled appointment.

 

Rescheduling and Service Cancellation Policy

No longer require our service or looking to reschedule your booking? No worries, we understand these things can happen.

*To avoid any cancellation penalties, please remember and ensure you Notify DS Solutions by phone or email at least 48 hours before your scheduled booking.

DS Solutions reserves the right to reschedule or cancel your service booking at a cost of $110 if:

 

  • Our staff members encounter/identify any safety hazards or health concerns not previously advised by the occupier / Real Estate Agent or Owner..
  • If no persons/personnel are available to allow our staff access to the required premises/areas at the scheduled time and/or there is no other available option to enter the property/home.
  • If the property booked for an exit cleaning service is not ready by the scheduled date. For example: tenants in the process of moving, furniture still inside the house or excess rubbish/untidiness.
  • The property/premises has unreasonable or no access to water and/or electricity and no prior notification or arrangements to negate the issues have been made.
  • DS solutions outlined and agreed upon 48 hour rescheduling/cancellation notification requirements have not been met/upheld.

Deposits made for cancelled cleaning services are non-refundable.

Accidents, Broken or Damaged Items

On the rare occasion one of our staff members breaks or damages any item or property, you and your property manager will be contacted immediately. Soon after the incident will be entered onto our digital reporting system with photo documentation, providing all parties with a detailed record, the extent of the damage and plans to rectify. Following any unfortunate event DS guarantees too work with you, your real estate agent, and our insurance company to seek a prompt and fair resolution.

DS Solutions will not be held responsible for replacement or repair of property/items damaged or broken due to wear and tear, incorrect installation, assembly or usage and any pre-existing damage.

DS Solutions will not be held accountable for any damages or accidental loss of items as all properties/residences should be empty of all tenant items/property and completely unfurnished upon arrival. When the property/residence is still furnished or tenants are still in the process of moving out the customer agrees to forfeit the bond back guarantee including possible extra charges to continue with the scheduled service.

Complaints

If you wish to make a complaint about the cleaning services provided by DS Solutions this must be done either in writing, email or by telephone within seven (7) calendar days of the completed service.

No complaints will be accepted after this time period.

 

Errors & Omissions Excepted (E&OE)

DS Solutions (www.ds-solutions.com.au) is not responsible for typographical errors, advertising or publishing mistakes and missing components of this disclaimer.

This disclaimer cannot be orally contradicted.

Privacy Policy

DS Solutions Privacy Policy governs the manner in which we collect, maintain, disclose and use information collected from users (each, “User”) of the www.ds-solutions.com.au website (“Site”) (ADD FB PAGE ASWELL). DS Solutions privacy policy applies to the website (“site”), Facebook pages (“sites”) and all products and services offered by DS Solutions – Innovative Hygiene Systems, Brisbane cleaners.

 

Personal Identification Information

Users personal identification information may be collected by DS Solutions in a variety of ways, including, but not limited to, when users visit our sites / web pages, confirm a booking, fill out a form, request a quote and in connection with other services, activities, resources or features we make available on our site / web pages.

Users could be asked to provide their, name, email address, mailing address, phone number.

Users can visit our site’s / web pages anonymously. We will only collect personal identification information from users who voluntarily submit such information to DS Solutions.

Users have the right to refuse to provide their personal identification information, however it may prevent them from engaging in certain site / web page related activities / features.

 

 

Non-Personal Identification Information

Non-personal identification information may be collected by DS Solutions about users whenever they interact with our sites/ web pages. Non-personal identification information can include things such as browser name, type of computer and the technical information about the users means of connecting to our website(site), such as the internet service providers and the operating system utilised and other similar data.

 

Web Browser Cookies

Our website & web pages at www.ds-solutions.com.au may utilise “cookies” to enhance “user” experience. “User’s” web browser automatically stores cookies onto the “user’s” hard drive for data & record keeping purposes, sometimes it may also be used to track information about them.

“Users” can change the settings of their web browser to refuse cookies or alert you when cookies are detected. If the user chooses to do so it may prevent them from engaging in certain site / web page related activities or features.

 

How We Use Collected Information

DS Solutions may collect and possibly use “users” personal information for the following reasons:

– To improve our Website / Web pages

We continually look to improve our websites features, offerings and “user” experience based on any information & feedback we receive.

 

– To improve our customer service experience

The data and information you provide or is otherwise collected as previously stated, helps DS Solutions to more efficiently respond to customer service requests and inquiries.

 

– To process and receive transactions

DS Solutions use the information “users” provide about the premises when making a booking and only provide services related to the agreed upon requests.

 

DS Solutions DO NOT share ANY information with outside parties except to the extent necessary to provide the requested services.

 

– To send follow up & periodic emails

Email addresses “users” provide to book their cleaning service will only be used to send updates and information applicable to their requested services. Emails can also be used to respond to “user” requests, inquiries, and / or any other questions.

If “users” choose to subscribe / join DS Solutions mailing list, the “user” will receive emails that can include updates, service or related product information, company news etc.

To receive no further or future emails, “users” can unsubscribe / leave our mailing list by following the unsubscribe instructions provided in the footer / bottom of every email. Alternatively, “users” can contact DS Solutions via phone, email, Facebook or our website.

 

How We Protect Your Information

DS Solutions has adopted appropriate storage, data collection and processing practices including the necessary security measures required to protect against malicious or unauthorized access, alteration, disclosure or possible destruction of your personal data / information, usernames, passwords, transaction information / history and all data stored on our Site.

Private and Sensitive information or data exchanges between our website / webpages and the “users” takes place over a secured communication channel (SSL) which is protected and encrypted with digital signatures.

Sharing Your Personal Data

DS Solutions DOES NOT rent, trade or sell “users” personal identification information to third parties. We may share generic demographic information not associated with any personal identification information regarding visitors and users with our business partners, trusted affiliates or advertisers for the purposes previously outlined.

 

Third Party Websites

“Users” may find advertising or other content on our Site that link to the sites and or the services of our business partners, suppliers, advertisers, sponsors, licencors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Indemnity

The customer covers DS Solutions against:

All losses or liabilities that are directly or indirectly a result of our service, including all losses or liabilities resulting from of a breach of the customer’s warranties.

All legal costs and other expenses in connection with a demand, action, arbitration or any other proceeding. This includes mediation, compromise, out of court settlement or appeal, as well as any action taken for the recovery of a debt from the customer.

 

Changes Too This Privacy Policy

DS Solutions has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

 

Your Acceptance of These Terms & Conditions

By using this Site & or booking, quoting, scheduling a service you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

 

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at: customerservice@ds-solutions.com.au or call 1300 549 233