TERMS AND CONDITIONS

Cancellations/Reschedules/Lock Outs: 

  • Pure Bliss requires a 50% fee for cancellations & reschedules when given 24 hours or less notice to your scheduled clean.

  • In a situation the client has forgotten to leave a key out for cleaner to access the property, first time round 50% of payment will be required for inconvenience caused. If it happens again 75% will be charged. These terms are the same for any invalid door codes where the client is not contactable for this to be resolved for cleaner to get in.

  • If power or water is or becomes not available on the property when cleaner arrives or during the cleaning process, we will cancel the job and charge a 50% fee for cancellation/inconvenience. Any  planned water or power outages happening in your area when your clean is scheduled for, please give us as much notice as possible. 

Arrival Time:

  • We cannot guarantee an exact arrival time. However if your clean is booked for a set time on a certain day, we will do our very best to arrive at that time or near after. If for any reason we are running 15 minutes late or more we will be in contact with the client ASAP. 

Arrival Day: 

  • Pure Bliss makes every effort to consistently schedule a predetermined set day and time that we arrive at each clean. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

Access to your home: 

  • We will discuss arrangements of how to access your home before the clean. You can leave out a house key for access wherever you think is safe, please inform us of the key location and if any codes are required. Please also let us know of any alarm codes if required. You can be assured that all of our cleaners have had thorough criminal background checks. Keys will be returned to the same spot or where you have instructed us to leave. 

Pricing: 

  • Most of our prices are available online. If you are unsure, please contact us for a free quote. After hours/public holidays/Sundays, you will be charged 50% on top of the regular cleaning price. Our minimum charge for any visit is 2 hours at $90nzd + gst.

Heavy-duty requirements: 

  • Our pricing applies for general cleaning. If there are heavy-duty requirements such as mould removal or very high level of dirt in the home, then additional charges will apply. If your home is extra dirty or has any of the above, then please inform admin of this at the time of your booking, for a more accurate quote.

Payment: 

  • Online payment via internet banking only. Payment must be cleared in our account with in 3 days after clean has been completed. Payment instructions will be clearly written on your invoice. Please use invoice number as your reference. 

  • Failure to make payment may result in cancellation of services. If we do not receive payment within 21 days, we will forward it to a collection service. In the unlikely event that your account is turned over to a collections service and/or court or other legal action is necessary to collect any unpaid balance, the client will be responsible for all filing fees, attorney’s fees, collection fees and other expenses incidental to obtaining full recovery of any unpaid balance. Interest will be charged @ 2% per month to any unpaid balance after 21 days. 

Parking:

  • Parking is the customer’s responsibility, where parking is not available for the cleaner the costs incurred by parking will be paid by the customer.

Getting ready for the clean:

  • Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality of work for you in the time you have booked us for. However no stress if this cannot be done.

The setting:

  • We recommend that the house be unoccupied at the time of cleaning. This way we can be the most efficient and give the best clean possible. However, we understand this may not always be possible.

Pets: 

  • We love them! But please secure the pets outside the house if possible or inform us if they are scared of vacuums etc, please note we do not clean up after sick pets or pet accidents. 

Complaints: 

  • If the customer is not satisfied with the cleaning service, they must notify Pure Bliss within 24 hours after completion of the service. We will resolve the issue by offering a free second visit to cover the areas you were not happy with only.

Free Second Visit Terms:

  • If the customer is unable to attend the second cleaning visit and later they consider it to be an unsatisfactory service, Pure Bliss will not provide a refund or another free visit. After the second visit, we will charge an hourly rate of $45+GST per cleaner per hour. 

Breakage/Damage to property: 

  • Pure Bliss takes responsibility for their employees and their actions. Our policies are designed to help minimise risks. We will review any unresolved incident to ensure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction. Breakage is bound to happen sometimes. We do our best to prevent it and effective communication is very important.

  • If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.

COVID-19 Update & Special Terms:

Our team are taking health and safety very seriously and are adhering to thorough health and safety measures. All cleaners are doing the below to keep themselves and you safe:

  • Thorough and frequent washing of hands

  • Hand sanitation utilised during, before, and after each job

  • Daily sanitation of frequently touched areas in work vehicles

  • Use of gloves, masks and other protective equipment where required

  • Anyone who is feeling unwell is strictly told to stay at home, no exceptions

If you have any questions or concerns regarding the above, please don’t hesitate to contact us.