By scheduling a cleaning service with Lumi Cleaning Co., you acknowledge and agree to adhere to our Terms of Service. Should you have any inquiries or require additional clarification on these terms, please feel free to contact us via email or phone, and we will gladly provide further information.

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TERMS AND CONDITIONS

Kindly note that Lumi Cleaning Co enforces a 50% cancellation fee for cancellations made with less than 24 hours' notice prior to your scheduled cleaning. All bookings are meticulously priced and scheduled according to a strict timetable. It is crucial for our staff to access the location at the booked time, as this marks the commencement of your service, and any delays cannot be accommodated for any reason. In the event our staff encounters difficulty entering the location, they will promptly contact you and wait for a period of 15 minutes after the scheduled arrival time. Failure to establish contact within this timeframe will result in an automatic cancellation of the cleaning, and the applicable cancellation fee will be charged.

 

PAYMENT TERMS

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For Residential Cleans:
Customers will receive an invoice via email within 24 hours of the service being completed. Payment is due within 48 hours of receiving the invoice. If payment is not made within this period, a $30 late fee will be applied. We accept payments via bank transfer or cash. For any questions regarding your invoice or payment, please feel free to contact us.

 

For Commercial Cleans:
Customers will receive an invoice via email within 24 hours of the service being completed. Payment is due within 14 days. If payment is not made within this timeframe, a late fee of $20 per day will be charged until payment is received. If you have any inquiries regarding your invoice or payment, please reach out to us.

 

CANCELLATIONS AND RESCHEDULING POLICY

To ensure a smooth operation of our services, any requests for changes to your cleaning schedule must be communicated at least 24 hours before the scheduled service. If a cancellation is made within this 24-hour period, a $50 cancellation fee will be charged to account for the disruption to our service. Please be aware that such cancellations directly affect the cleaner's daily earnings and disrupt their planned schedule. Consistent cancellations or repeated offences may result in the termination of your service. We appreciate your understanding and adherence to these guidelines to maintain the effectiveness of our cleaning services.

 

RECURRING SERVICES POLICY

For clients on a recurring schedule, services will continue at the agreed rate unless otherwise notified. Discounts are provided for regular cleanings but may be adjusted if the schedule is modified or canceled. Please contact us at least 24 hours in advance if you need to reschedule or modify your recurring services to avoid any disruption in service or additional fees.

 

RATE CHANGES

All pricing for the number of bedrooms and bathrooms within your home, as provided by Lumi Cleaning Co., is based on average time estimates. While most cleanings are typically completed well before the maximum time limit, certain homes may require additional attention to ensure a comprehensive cleaning service. The rates for a standard cleaning home are structured around the maximum cleaning time assumptions in labour hours, as outlined below:

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• 1 Bedroom: 2.5 Hours

• 2 Bedrooms: 3 Hours

• 3 Bedrooms: 4 Hours

• 4 Bedrooms: 5 Hours

• 5 Bedrooms: 6 Hours

• 6 Bedrooms and above: 7 Hours

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Lumi Cleaning Co. reserves the right to reassess rates at any time based on the necessary time to meet our customer's standards or expectations. In the event that the cleaning time significantly exceeds our maximum time assumption, we will communicate with the client to discuss potential adjustments to price or services.

 

WORK HOURS

A work hour is delineated as one hour of labor executed by a single professional. Consequently, when a team of two professionals completes one hour of work, it constitutes two work hours. For any inquiries related to work hours or billing processes, kindly contact the office before your scheduled cleaning.

 

DAMAGE AND LOSS POLICY

While attending to your home, our cleaning professionals prioritize careful and thorough service. In the event of a breakage or loss during the cleaning process, it is essential to notify Lumi Cleaning Co. within 24 hours of the service via email or phone. Please provide a photo and estimate of the damages to facilitate prompt resolution. Lumi Cleaning Co. will make every effort to repair or replace the broken, damaged, or lost item. Lumi Cleaning Co. is not accountable for breakages resulting from normal wear and tear, deterioration due to age, or damage caused by improper assembly, construction, or mounting of an item. If any items in your home require attention of this nature, kindly inform us promptly.

 

SATISFACTION GUARANTEE

At Lumi Cleaning Co., we uphold the highest standards in our cleaning services. While perfection may not always be achievable, if you find that your service has fallen short of our rigorous standards, and the issue aligns with our services checklist and is practically resolvable, we pledge to revisit and redo the area at no additional cost. Simply notify us within 24 hours of your cleaning if any detail was overlooked, and we will promptly address any concerns. Your satisfaction remains our highest priority, and we strive to ensure every aspect of our service aligns with your expectations.

 

BIOLOGICAL HAZARDS

Biological hazards encompass substances such as human and animal urine, feces, medical syringes, mucous, vomit, and blood, all of which fall under the category of blood-borne pathogens. These materials constitute organic matter that poses potential risks to human health. We instruct our cleaners to refrain from addressing biological hazards and blood-borne pathogens beyond the scope of our standard cleaning checklist. We will promptly notify you of their presence. If a cleaner feels their safety is compromised, we reserve the right to cancel the service.

 

EXCESSIVE CLUTTER SITUATIONS

Should the condition of your property be classified as a cleaning situation that extends beyond the parameters of our standard cleaning packages, our cleaning teams reserve the right to either discontinue the service or reassess the rates. In the event that the cleaning teams opt to decline service, a $50 booking fee will be charged to offset expenses incurred for lost travel time and fuel.

 

SERVICES EXCLUDED BY LUMI CLEANING CO.:

Due to WH&S considerations, liability risks, and the intricate nature of the tasks, Lumi Cleaning Co. does not provide the following services:

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• Chandelier cleaning

• Changing light bulbs

• Fireplace maintenance

• Fly screen services

• Ceiling fan cleaning

• Furniture or appliance relocation

• Dish and pan storage

• AC vent, unit, and filter services

• Grout and silicon remediation

• Handling biohazards (excessive mold, feces, blood)

• Odor removal

• Extraction of pet hair embedded in carpet fibers

• Removing specific mineral deposits (e.g., stains in toilet bowls)

• Addressing high-reach areas (locations not accessible with a small two-step ladder).

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PARKING AVAILABILITY

In CBD areas where parking is limited, we request a designated parking space near your front door to ensure seamless cleaning services. If paid parking is necessary, we will seek your approval and include the cost in your final invoice. If no parking is available, we reserve the right to cancel or reschedule the service.

 

ACCESSIBILITY

Ensure full access for our cleaning professionals during the service. This includes providing running water, electricity, and an environment free from interruptions by other service providers, pets, or minors. A $50 fee may be applied if access is impeded.

 

PETS

For the safety of our professionals, we retain the right to cancel or reschedule services if our team feels unsafe due to unsecured pets. Please ensure all pets are securely confined during the cleaning. A $50 fee may be applied if cleaners are unable to enter the property due to unsecured pets.

 

ENTRY & LOCKOUT PROCEDURES

If you won't be home, please provide entry instructions and alarm codes. A $50 fee may be imposed if the cleaning professional cannot access the property, covering lost travel time and fuel expenses.

 

KEY HANDLING

For security reasons, Lumi Cleaning Co. cannot keep customer keys. We recommend using a secure key lockbox for easy access.

 

SAFETY PRECAUTIONS

Our cleaners are not permitted to move or lift heavy items, and we refrain from cleaning high-reach areas beyond a 2-step ladder height. If you require cleaning behind large appliances or furniture, please arrange for them to be moved beforehand.

 

PUBLIC HOLIDAYS

Our offices are closed on NSW Public Holidays. Some cleaning professionals may continue services during holidays, but we'll notify you if your cleaner is unavailable.

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WEATHER AND UNFORESEEN EVENTS

Severe weather or unforeseen events like car accidents, traffic delays, or health emergencies may lead to cancellation or rescheduling of services. We are not responsible for outcomes resulting from these circumstances.

 

RIGHT TO REFUSE SERVICE

We reserve the right to refuse or cancel service if our professionals feel unsafe or uncomfortable. If a requested job cannot be completed within the maximum time limit or the property conditions differ from the description, we may cancel the service.

 

PRIVACY POLICY

Lumi Cleaning Co. values your privacy and is committed to protecting your personal information. We collect only the data necessary to provide and improve our services, and we do not share this information with third parties. Any data collected for bookings, payments, or communication is securely stored and handled with care.