Terms & Conditions
These Terms & Conditions apply to cleaning services provided by Cleaning Doctor Limited. By requesting a quote, confirming a booking, or using our services, you agree to the terms outlined below.
1. About Cleaning Doctor
Cleaning Doctor Limited provides residential, commercial, and specialist cleaning services, including regular house cleaning, deep cleaning, move-in/move-out cleaning, carpet cleaning, window cleaning, upholstery cleaning, house washing, post-construction cleaning, and related services.
2. Quotes and Estimates
Quotes are prepared based on the information provided by the customer, including property size, condition, service type, photos, access details, and any specific cleaning requirements.
If the property condition, size, access, or cleaning requirements are different from the information provided, the final price may change. If additional time or work is required, we will discuss this with you before proceeding where possible.
Quoted prices are valid for the period stated in the quote. If no validity period is stated, the quote may be subject to change based on availability, service requirements, or updated pricing.
3. Booking Confirmation
A booking is confirmed once we have agreed on the service, date, time, property details, and pricing.
We will do our best to arrive at the agreed time; however, arrival times may vary due to traffic, previous jobs, weather, access issues, or other circumstances outside our control.
4. Access to the Property
The customer is responsible for providing safe and reasonable access to the property at the agreed booking time.
This may include providing keys, lockbox codes, gate codes, parking instructions, alarm instructions, or arranging someone to meet our team on site.
If our team cannot access the property, a cancellation or call-out fee may apply.
5. Customer Responsibilities
Before our team arrives, customers should:
- Remove personal valuables, fragile items, and important documents from cleaning areas
- Secure pets where required
- Provide clear access to areas that need cleaning
- Inform us of any delicate surfaces, damaged items, special instructions, or product restrictions
- Ensure electricity, hot water, and lighting are available where required for the service
Cleaning Doctor is not responsible for pre-existing damage, loose fittings, unstable fixtures, worn surfaces, or items that are not properly secured.
6. Cleaning Scope
We will complete the cleaning tasks included in your confirmed quote or booking.
Any work not included in the original quote may be treated as an additional service and may incur extra charges. This includes extra rooms, heavily soiled areas, excessive build-up, additional appliances, interior cabinets, garages, windows, carpet cleaning, stain treatment, odour treatment, or other specialist work unless specifically included.
7. Property Condition and Additional Time
Cleaning time may vary depending on the condition of the property.
If the property requires more time than expected due to heavy build-up, clutter, grease, mould, soap scum, pet hair, staining, or other factors, additional charges may apply. We will contact you for approval before continuing with extra chargeable time where possible.
8. Stains, Marks, Mould and Permanent Damage
While our team will do their best to clean included areas, we cannot guarantee removal of permanent stains, marks, discolouration, mould damage, rust, hard water damage, paint marks, worn surfaces, or damage caused by age, wear and tear, previous cleaning products, or lack of maintenance.
Some surfaces may improve after cleaning but may not return to a like-new condition.
9. Payment Terms
Payment is due as stated on the quote, invoice, or booking confirmation.
For most residential cleaning services, payment may be made after the clean has been completed. For move-out cleans, unattended properties, larger jobs, commercial work, or selected bookings, payment may be required before service or immediately after completion.
If payment is not received by the due date, late payment fees, interest, and debt collection costs may apply where stated on the invoice or agreed terms.
10. Online Payments and Surcharges
If online payment options such as card payment, Stripe, or Afterpay are offered, processing fees or surcharges may apply where disclosed before payment.
Any surcharge will be shown or communicated before the customer proceeds with that payment method.
11. Cancellations and Rescheduling
If you need to cancel or reschedule your booking, please provide as much notice as possible.
Short-notice cancellations, same-day cancellations, or failure to provide access may result in a cancellation fee or call-out charge, especially where team time has already been allocated.
We may need to reschedule a booking due to illness, weather, equipment issues, safety concerns, access issues, or other circumstances outside our control. If this happens, we will contact you as soon as possible to arrange the next suitable time.
12. Health and Safety
Our team has the right to refuse or stop work if the property is unsafe, unhygienic beyond reasonable cleaning conditions, affected by hazardous materials, contains aggressive pets, or presents risks to our staff.
This may include exposure to bodily fluids, pest infestations, dangerous mould, sharp objects, unsafe electrical items, unstable surfaces, or other health and safety risks.
Additional charges may apply if specialist handling, extra protective equipment, or additional time is required.
13. Service Guarantee
Cleaning Doctor offers a 48-hour service guarantee for genuine missed areas included in the confirmed cleaning scope.
If something included in your quote has been missed, you must contact us within 48 hours of the service being completed and provide details and photos where possible.
Where reasonable, we will arrange a return visit to correct the missed area. A re-clean is the first remedy offered before any refund is considered.
The guarantee does not cover permanent stains, wear and tear, mould damage, areas not included in the quote, inaccessible areas, or mess created after the clean was completed.
Please refer to our Service Guarantee page for full details.
14. Refunds
Refunds are assessed on a case-by-case basis.
If a genuine issue is reported within 48 hours, we must be given the opportunity to inspect or re-clean the missed area where reasonable. Refunds will not normally be provided where the customer refuses a reasonable re-clean opportunity.
15. Photos and Job Records
We may take photos before and after cleaning for quality control, service records, staff training, or to document property condition.
Photos will not be used for marketing without customer permission, unless identifying details are removed and the image does not identify the customer or property.
16. Liability
Cleaning Doctor will take reasonable care while providing cleaning services. However, we are not liable for pre-existing damage, normal wear and tear, unstable fixtures, poorly maintained surfaces, or damage caused by incorrect information provided by the customer.
Customers must inform us before the service of any delicate, damaged, valuable, or high-risk surfaces or items.
17. Commercial Cleaning
Commercial cleaning terms may vary depending on the scope of work, site requirements, frequency, access, health and safety requirements, and agreed contract terms.
Commercial clients may receive separate service agreements, scopes of work, or payment terms.
18. Privacy
We collect and use customer information to manage enquiries, quotes, bookings, invoices, payments, customer communication, and service delivery.
Please refer to our Privacy Policy for more information about how we collect, use, store, and protect personal information.
19. Changes to These Terms
Cleaning Doctor may update these Terms & Conditions from time to time. The latest version will be available on our website.
20. Contact Us
If you have any questions about these Terms & Conditions, please contact us:
Cleaning Doctor Limited
Email: info@cleaningdoctor.co.nz
Phone: 022 044 9628
Free Phone: 0800 555 440
