Rising Phoenix Home Services
POLICIES / T&C’s
Dear Valued Clients,
We at Rising Phoenix Home Services want to provide you and our staff with the best possible service. With this comes our ethical responsibilities not only to you but our staff also. We believe in the fair pay and conditions for our valued cleaning staff and equally want to make sure our clients are protected likewise with insurance and quality staff, hence our T&Cs.
We appreciate your understanding.
Cancellation Policy
Rescheduling or cancelling.
Our Statement is a serious business,
when you book our service, we always show up on time and strive to give you the best cleaning service possible according to your needs and preferences. We are committed to serving you. When you cancel your booking less than 48hrs prior to your service, we lose the opportunity to serve other people and that’s a loss of income for our company.
When you cancel, our cleaners who were expecting to serve you, and committed to do your cleaning, will not be able to take any other jobs; Therefore, they will have a loss of income. Our cleaners and I can’t afford to have a loss of income because, like everyone, we have expenses. This is the only source of income we all have. I hope you understand our positions. It’s just good business practice to safeguard our interests while helping you with your domestic cleaning and home organization.
If you need to reschedule or cancel for any reason, we ask you provide us with notice as soon as possible.
Please see the conditions below.
- Any cancellations/reschedule made 72 hours before the scheduled date will incur NO penalty for repeat services only.
- A fee of $25 applies to changes made less than 24 hours but prior to 7am on day of the clean.
- Full Fees apply to Cancellations/reschedule after 7am on the day of service.
Lockouts
- If we arrive for your scheduled clean and cannot gain access to the property, the full cleaning rate will be applied.
Public Holiday Policy
If your Clean falls on a Public Holiday, we have two options.
- We cancel for that service. (no fee)
- We reschedule. (no fee)
We will contact you to ask you inform us of your choice at least a week before the Public Holiday falls.
Late Fee Policy
- Payment terms are strictly 14 days and a small fee of $20 will be applied to any overdue accounts.
- If you are having financial difficulties, please contact Vianna to discuss your payment options. Any fees and charges associated with third party collections will be passed onto the client.
- Clients with outstanding invoices of $1000 or more will have their services put on hold until account is paid in full.
What is included in a regular cleaning service?
Our regular cleaning service includes dusting, vacuuming, mopping, cleaning bathrooms, and cleaning the kitchen. We can also customize the service to fit your specific needs.
Do you bring your own cleaning supplies and equipment?
Yes, we bring our own cleaning supplies and equipment. However, if you have any special requests, please let us know and we’ll do our best to accommodate them.
Are Your Products Septic Safe?
Yes, all our products & Procedures are septic safe.
Are your Cleaners Police Checked?
Yes, all of our Team hold Clean Police Checks, or Working with Children Checks!
Are you Insured?
Yes, we hold Valid Insurance. So, if an accident occurs and something is broken during your clean, we are able to replace or compensate.
Am I ok to give you a key to my House?
It is perfectly Safe to give us a key. However, we prefer you invest in a small lock box and provide us with the code. The code is provided to the cleaner on the day of their clean.
Are your Staff Paid Correctly?
Yes, we Value our team, so we ensure to pay them at the Award rate. All our staff are paid Super and Entitlements in line with the Award.
