Cancellation policy (Regular Cleanings)
At Becc&Co Professional Cleaning, we pride ourselves on maintaining strong communication with our clients, so most of our communication is done in writing for your reference and peace of mind.
If you make a one-off booking with us, your booking is confirmed as soon we receive all information required on our email or through text message after deciding about time and date. If you have a regular, ongoing booking with us (for example a weekly or fortnightly clean) your booking is automatically confirmed for the same day and time frame each week or fortnight.
There are no lock-in contracts with our services, however we do require a minimum of 24 hours notice to cancel regular bookings, reschedule or suspend a clean. This can be done by phone call, email or SMS to our phone line: 0481 115 205. As our cleaning staff don’t have arrange the rosters or have access to our booking schedule, we strongly advise you contact us directly about cancellations rather than only telling your cleaners. For your peace of mind, we confirm all cancellations in writing, by either sms or email. If you don’t receive any confirmation regarding your cancellation request, please contact us on a different method (you can send a SMS, email, phone call us or contact through Facebook) to confirm we have received it in time to avoid your fee.
For cancellations (or reschedule requests) with less than 24hrs notice given, a cancellation fee applies. Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to one (2) hours of cleaning and is used to compensate staff for their loss of income.
For locked out fees or in case the cleaner arrive and the client forgot to cancel, please check the Locked-out policy on this page.
COVID related cancellations
We understand we are living uncertain days, so with COVID cases, we try to be more flexible with cancellations. When your cancellation is requested before 24 hours, no fee applies. When it’s within 24 hours, we do request a confirmation of a positive case to be provided to void the fee.
If we are not made aware of the situation, we do charge a locked-out fee to compensate staff for their loss of income.
To cancel or reschedule. This can be done by phone call, email, Facebook messenger or SMS to our phone line: 0481 115 205. If you don’t receive a confirmation about the cancellation, please call to make sure we received the information.
Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to one (2) hours of cleaning (AUD 42.00 each hour).
If you make a carpet/upholstery/Tiles & grout cleaning booking with us, your booking is confirmed as soon we receive all information required on our email or through text message after deciding about time and date.
Locked- outs / unable to provide the service
If we arrive for a scheduled booking but are unable to gain access to the property, eg. if you forget to leave out a key for us or if no one is home as arranged, we will always attempt to contact you first to see if there is an alternative way we can gain access or if someone could return to the property to let us in. Any time we spend waiting for access is billed as part of the clean. If we are not able to get in contact with you within a reasonable amount of time or access is not possible, there is also a call-out fee in addition to late cancellation fee. Lock-out fees (ie. cancellation + callout fee) are equal to two 2.5 hours of cleaning – (AUD 42,00 each hour), and is used to compensate staff for their travel expenses and waiting time, as well as the loss of income.
That also applies in cases which we are unable to access the house due to pets or any issue that is the client’s responsability. We will always try to contact you in case a pet is not allowing our cleaner to access the property, but if we can’t enter the house, that fee is also applicable.
To prevent either of these situations from occurring, we urge all clients to save the date(s) of their bookings into their diaries and to have a reminder system in place to advise us with adequate notice in the event that an upcoming clean needs to be cancelled or rescheduled. If you are in doubt about when your next scheduled booking is, feel free to contact us and we will confirm this with you.
If you have any other questions about our cancellation policy, please do not hesitate to get in touch.
Cancellation policy (End- of lease/vacate cleanings)
At Becc&Co Professional Cleaning, we pride ourselves on maintaining strong communication with our clients, so most of our communication is done in writing for your reference and peace of mind.
If you make a vacate cleaning or end-of-lease booking with us, your booking is confirmed as soon we receive all information required on our email or through a text message after deciding about time and date.
We do require a minimum of 48 hours notice to cancel vacate or end-of-lease cleaning without a fee. This can be done by phone call, email or SMS to our phone line: 0481 115 205. If you don’t receive a confirmation about the cancellation, please call to make sure we received the information.
When the cancellation is made between 48 hours and 24 hours before your booking, a cancellation fee applies of 20% of the full price quoted.
For cancellations (or reschedule requests) with less than 24 hrs notice given, a cancellation fee applies. Without adequate notice, we do not have the opportunity to fill a canceled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to 35% of the total price of your service and is used to compensate staff for their loss of income.
Note: Keep in mind that we may not have availability to reschedule.
End of lease / Vacate cleaning
When booking an end-of-lease or vacate cleaning, the property needs to be empty. That includes inside wardrobes, cupboards or any storage area of the house. When it’s a furnished property, inside of every drawer and furniture also needs to be empty. We understand sometimes items can be missed and we can move a few items to clean it all, but when it’s a lot we unfortunately can not throw anything away or spend much time removing items from inside to clean. So those areas won’t be cleaned and won’t be under our warranty. That includes, as well, areas of furniture that are removed after the service being completed. Please, remove all rubbish as well, that includes broken pegs or anything from outside, or any rubbish from inside the property. The property needs to be empty, we do not move furniture around for vacate cleanings;
We can remove rubbish or remove item from inside of storage areas, but that has an extra cost and we will only offer doing that when we have extra time or if it’s requested and negotiated before we start the service. We will be able to provide a price when we access the property and see how much more time that will required.
We do not provide gardening services yet, so our quotes does not includes anything related to gardening. If plants or anything don’t let us access outside areas (such as outside windows) that will also not be covered on the warranty. The p
Furniture won’t be cleaned if not discussed before the service;
End of lease / Vacate cleaning Warranty
We guarantee our services, if there is any request from the real state or landlord for fixing anything related to the cleaning, we will come back withing 72 hours from notice (excluding Sunday) to fix it without extra charges! The request MUST be made with no more than 10 days after the service being done.
Outside areas are not covered when raining or weather conditions may change the conditions of how we left the property.
We do not cover areas where furniture are removed after the service has been finished or areas there were not empty and consequently we could not clean.
We do not cover areas that have been cleaned and got dirty after the service being completed again;
We will come back only once and fix everything that is requested, any new request after that will have extra costs. So please, make sure to send through everything we may have missed at once, as we understand that all the rest has been approved. So any new request we understand that got dusty after the service and first inspection.
Our team is highly trained and experienced, we have a very full list of everything that needs to be done and it’s usually it’s enough to be approved at the first inspection.
If something is broken and do not allow us to do our service, such as broken blinds, broken power points, exhaust fans or anything else, that also will not be covered on the guarantee and won’t be done for our staff safety.
We don’t relocate animals, if we are unable to access any area due to pets, we won’t be atteding to that area;
Quotes for end of lease/Vacate cleaning
We don’t do inspections for providing quote. Our quote are based on how many hours we take on houses similar to the one requested by our client after receiving all information we require.
We know how long the services take for standard services for 4×2, 2×2, 3×1 & etc houses and this is the base we use to calculate your quote. If the house won’t be on a standard condition and the service will take much longer than the calculated, we reserve the right of reajusting the quote.
Please, feel free to ask you have any question related to any T&C iten.
Guarantee for your service
We do not offer any discount or void invoices after the service being completed. Our policy is to go back and redo anything we might have missed in your cleaning.
If you’re unhappy with anything, please let us know and if is was our mistake, we will return without extra charges.
That does not applies for itens we did not have time to do. If your booking doesn’t allow enought time for your full house detailed cleaning, we will do the most we can with the focus on bathrooms, kitchen and floors.
Invoices and late-fee
Invoices are issued after the service being completed. It will have all details for bank transfer.
Invoices are due in 1 day after issue for – Private clients.
Invoices are due in 7 day after issue for – Corporate clients (offices and real state).
When the invoice gets overdue, a late fee applies daily of 1% of the total amount of the service until receipt of full payment is provided.
That fee applies for each weekday or weekends days. You will receive invoices with the fee calculated and new amount.
When confirming a service with us, you agree with our T&Cs. Thank you!