Terms of Service
By accepting the services of Jetlag Remedy Pty Ltd, the customer is bound by the following Terms and Conditions. Please take some time to review this agreement, as the use of our cleaning services constitutes your acceptance of these Terms and Agreement.
Cancellation Policy:
Once you’ve made an appointment with Jetlag Remedy Pty Ltd, we will reserve that time exclusively for you. If you cancel less than twenty-four (24) hours from your appointment time, you will be charged 100% (in full) of the amount of your agreed rate for the cancelled appointment.
If you can provide a positive COVID-19 PCR result, this fee can be waived at the discretion of Jetlag Remedy in accordance with government isolation requirements. Any other illness will still incur a cancellation fee. If you have said you are unwell, Jetlag Remedy reserves the right not to enter.
We kindly ask for a 48-hour notice of cancellation or, preferably, the most notice you can provide once you know you cannot keep the appointment time. We are happy to accommodate you with a rescheduled appointment; however, that will be subject to availability.
Cleaning Services:
The Service will be for such cleaning duties as agreed between you and Jetlag Remedy Cleaning Service Provider at the time of booking.
The agreed-upon service time commences on the cleaner’s arrival. Our cancellation policy will be applicable if access cannot be granted within 15 minutes of their arrival.
In most cases, all cleaning products and equipment required to service your property are provided by Jetlag Remedy Cleaning Pty Ltd/Staff unless agreed otherwise.
If, at any time prior to or during your service, our Staff feels there is a safety issue, they can terminate the service at their discretion.
99% of our team are fully vaccinated; however, we have a staff member with a medical exemption. If you require a fully vaccinated cleaner, we do ask that you to make this clear at the time of booking.
As part of our socials, our team may take some videos/photos of the work they are undergoing. Rest assured, there will be no confidential documents or photos in these images. Please get in touch with us if you wish to NOT have your home on our socials.
The Client acknowledges that photographs may be taken during cleaning services for quality control purposes. These photos will not contain sensitive or confidential information and are intended to ensure the quality of the service. The Client has the right to opt-out of this practice by notifying the Company in advance.
The responsibility of parking is up to the customer. Our cleaners require parking for the entirety of your clean. If no free parking is available on the street, on the property, or in your building, the customer will need to cover the cost of paid parking. Please advise of this upfront when making your booking so the cost of parking can be factored into the pricing.
Client Responsibility: The client's responsible for informing our cleaning team of any objects or items that are immovable or in a delicate condition within the cleaning area. This includes but is not limited to furniture, appliances, fixtures, or any other items that may obstruct the cleaning process.
Client Direction: If the client specifically requests our cleaning team to attempt to move an immovable object during the cleaning process, we will comply with the client's direction. However, it is essential to note that we will follow the client's instructions explicitly, and any damage or consequences resulting from such movement will not be our responsibility.
No Assumption of Liability: We do not assume any liability for damage or loss incurred while attempting to move stuck objects at the client's request. This includes but is not limited to, scratches, dents, breakage, or any other damage to the objects themselves or the surrounding area.
The home will not be 100% perfect after the first visit to your property. It often takes up to 6 visits to get it up to the "Jetlag Remedy" standard.
If keys are provided to the JLR team, the client must ensure they are correctly labelled. If another cleaner is sent, it is up to the client to stay across access and communicate with the bookings team.
Jetlag Remedy assumes no responsibility for the loss or misplacement of keys.
We have a booking minimum of 2 hours. If you have a resource who relies on public transport, that is increased to 3 hours to make it worth the travel. Vacuum and mop should also be provided to these team members.
Customer Responsibilities:
Provide a safe working environment for the Jetlag Remedy to perform the Service;
Inability to Access Property: If our cleaning team cannot access the property at the scheduled cleaning time, we reserve the right to charge a full fee for the scheduled service. You are responsible for ensuring that our team can access the property, including providing keys or access codes as necessary. If you need to reschedule your cleaning appointment due to property access issues, please notify us at least 24 hours in advance to avoid a cancellation fee.
Leave access unobstructed to those areas of the Property requiring the Service;
Provide Jetlag Remedy access to all service utilities (including hot and cold water, electricity, and rubbish bins) as required to complete the Service;
Before the commencement of the Service, inform our Staff of any hazards, slippery surfaces, risks or dangers you’re aware of.
JLR assumes no responsibility for any animals or pets. It is up to the client to ensure all pets are safely secured during our visit.
Payment Terms:
The Customer agrees to pay at the completion of service.
Payment can be made by credit card, with the balance to be paid on completion of the service.
The Customer agrees to complete the Pinch Payment pre-approval form for direct debit before service.
All prices quoted exclude GST.
A 50% non-refundable deposit is required when booking for a Spring Clean, End of Lease or Move Out Clean. Please note your booking will only be confirmed after the deposit is made and pre-approval is submitted.
In the event of service cancellations and refunds, the Goods and Services Tax (GST) is not included in the refunded amount. The refund will be based on the original service cost before GST was applied.
Credit card payments will incur a surcharge.
Tax Invoices are available for all services carried out by Jetlag Remedy Cleaning.
The Customer agrees to the quote provided for ongoing weekly and fortnightly bookings. If the service is cancelled within the first month, the Customer will be invoiced for the difference at our once-off rates.
The prices quoted for regular and casual cleaning are for only one Cleaner. When Jetlag Remedy allocates a team of two Cleaners to a booking, the time will be halved; for example, a team of two Cleaners assigned for a six-hour clean will be completed in three hours. Each Cleaner will work three hours, and the cost will be the same as per one Cleaner.
A surcharge is added to the bill of 30c/transaction plus 1% for direct debit from a bank account (capped at $5) and 1.95% for credit and debit cards (3.3% for AMEX).
Price Increases: Clients are given advance notice of any price increases. Jetlag Remedy reserves the right to raise prices at any time.
Late payment fees may be chargeable for overdue invoices up to the discretion of JLR. Recovery Fees can also be chargeable.
Changes to Scopes of Works:
Any changes to the Service originally agreed to between your Jetlag Remedy Cleaning Pty Ltd/Staff and yourself must be advised to the bookings team and the price agreed on before the service commences.
JLR will not be held liable for any out-of-scope request by the client.
No Engagement Of Cleaners:
The Customer acknowledges Jetlag Remedy Pty Ltd invests significant resources in recruiting, selecting and training its Cleaners. Unless Jetlag Remedy gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the Customer for any period during which services are provided by Jetlag Remedy or for a period within 12 months after the conclusion of any Service. The Customer acknowledges that Jetlag Remedy may suffer loss and damage, including, without limitation, consequential loss, due to a breach of this clause by the Customer.
If an offer has been made to the cleaner or engagement of the cleaner, a placement fee will be applicable and invoiced.
Accidents, Breakage, Damage & Theft
For any delicate surfaces such as stone, tiles, baths, floors or appliances - it is up to the client to provide appropriate cleaning products to use. Whilst Jetlag Remedy uses conventional cleaning products, if it is a delicate surface, some products may cause damage. It is up to the client to notify JLR of any delicate surfaces and to provide appropriate products.
The Customer must inform Jetlag Remedy or its Staff of any incident where an accident, breakage, or damage to property within 12 hours of completion of the Service.
To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Jetlag Remedy Cleaning Pty Ltd or its Staff within 12 hours of completion of the Service.
In the case of a complaint, Jetlag Remedy must be notified within 12 hours after completion of the cleaning work.
All fragile and highly breakable items must be secured or removed. Items excluded from liability are Cash, items of sentimental value, art and antiques.
End of Lease Cleans:
We quote on a per-hour basis.
Although we make every attempt to provide the most accurate quote based on the details provided to us, it may be necessary that we alter your quote upon inspection if: The state of the property is not as expected, If your original requirements have changed or were incorrectly provided, If there are variations to the condition or size compared to standard room specifications.
The quote is only an estimate. Once we arrive onsite, please note that we may need more time than what has been approved to complete the job. These jobs are intricately detailed. We recommend cleaning the insides of cupboards/wardrobes yourself to reduce the overall cost.
If extra time is NOT approved, Jetlag Remedy Pty Ltd will not be held liable for withholding of bond. We are happy to return on a per-hour basis to fix any real estate agent requests.
A 50% non-refundable deposit is required at the time of booking for an End of Lease or Move Out Clean.
Moving can be challenging, and a few pieces of trash may be left behind. We completely understand. However, if our cleaners find that your property requires a trip to the bin, we charge an extra fee for the service.
If You're Not Satisfied, We're Not Finished: If, at any time, you feel that our cleaning services have not met your expectations or our high standards, please notify us within 24 hours of the service completion. Upon receiving your feedback, we will promptly arrange to send a team member to re-clean the specific areas of concern at no additional cost to you. This policy is our way of ensuring that every client is fully satisfied with our service.
Pre-Approval Form for Payment:
We are all about creating more mental freedom for busy people! This means that after the first service, you will no longer receive invoices from us - complete the form from pinch payments (which will be sent via email, to be completed pre-service), and we will take payment via your chosen method once the service has been completed!
Gift Card/Voucher Terms and Conditions:
These terms apply to each Gift Card as if the Gift Voucher Recipient was the person who ordered and paid for the Gift Card.
Each Gift Card entitles the Gift Card Recipient to a single General Clean in one session:
At one Premises
For the number of cleaner working hours specified in the Gift Card;
Ordered by the Gift Card Recipient within three years after the date of issue of the Gift Card.
Each Gift Card entitles the Gift Card Recipient to a General Clean. Alternatively, the value of the Gift Voucher may be applied, at the request of the Gift Card Recipient, towards the cost quoted by us for:
A Move In Clean;
A Spring Clean; or
An End of Lease Clean.
If you book a longer clean, we will invoice you the remainder. Prices are listed on our services page.
Gift Card can only be redeemed by the Gift Card Recipient calling or emailing us to order the provision of Services.
Until they are redeemed, Gift Vouchers are transferrable by Gift Voucher Recipients to other persons.
All Services are provided subject to our general terms of business, published on the Jetlag Remedy Pty Ltd website.
Changes to Terms and Conditions: We reserve the right to change these terms and conditions at any time without prior notice. Any such changes will be effective immediately upon posting on our website.
Last updated 23 October 2023.