Terms & Conditions of Service

1. General Agreement

By engaging Orderly Haven for cleaning services, the client agrees to the following terms and conditions. These terms apply to all services provided by Orderly Haven and are referenced in quotes, invoices, and service agreements.

2. Scope of Services

Orderly Haven provides premium home cleaning services, including regular maintenance cleaning, deep cleaning, and specialty services such as window cleaning and appliance detailing. Services are tailored to the client's home, ensuring a consistently high standard of cleanliness.

3. Service Limitations

While Orderly Haven strives to deliver exceptional cleaning results, the following limitations apply:

• External Windows: Cleaning of external windows is provided within reasonable height limits. Windows above 3 metres from the ground (or requiring extension poles, ladders, or additional safety equipment) may not be serviceable or may incur additional fees.
• Safety & Access: Services may be refused if there are safety concerns, including but not limited to:

·  Hazardous environments (e.g., presence of mould, pest infestations, or unsafe structures).

·  Unsecured pets that may pose a risk to staff or interfere with cleaning.

·  Inaccessible areas that prevent safe or effective cleaning.

·  Requests to use hazardous chemicals: Orderly Haven strictly follows industry best practices and only uses approved, high-quality cleaning products. We will not use any substance deemed unsafe for surfaces, residents, or our cleaning team.

• Post-Construction Cleaning: Orderly Haven does not provide full-scale post-construction cleanups. We do not remove excessive building debris, hardened concrete, grout, or plaster from surfaces. Light dust and standard builder’s residue will be cleaned within reason.

·  Pre-Existing Damage & Fragile Surfaces: Orderly Haven is not liable for damage to pre-existing or improperly maintained surfaces, including but not limited to:

·  Loose tiles, peeling paint, weakened grout, or unsealed/poorly sealed stone surfaces.

·  Surfaces that have deteriorated due to age, incorrect cleaning methods, or lack of regular maintenance.

·  Fixtures, fittings, or furniture that are structurally compromised.

Clients are responsible for informing Orderly Haven of any fragile or high-risk areas before cleaning begins.

• Personal Items & Clutter: Clients are responsible for securing fragile or high-value items before service. Excessive clutter may impact service quality, and additional time may be required.

4.  EnduroShield Applications

For clients requesting EnduroShield applications, Orderly Haven applies the product in accordance with the manufacturer's guidelines. EnduroShield offers a 3-year warranty from the date of application, subject to the following conditions:

• The client must adhere to the care and maintenance instructions supplied by Orderly Haven upon completion.
• The warranty is provided by EnduroShield and does not cover damage resulting from improper cleaning products, abrasive materials, or failure to follow maintenance guidelines.

Orderly Haven is not responsible for warranty claims, but we are happy to provide guidance on proper care and direct clients to EnduroShield for any warranty-related queries.

5. Payment Terms

To secure a booking, the following payment terms apply:

• A 50% deposit is required upon acceptance of the quote to confirm the service.
• The remaining balance is due immediately upon completion of the service.
• Payments can be made via bank transfer, credit card, or other approved payment methods.
• Late Payments: Invoices not paid within 7 days of completion may incur a late fee of 5% per week. Orderly Haven reserves the right to suspend future services until outstanding balances are paid.

6. Cancellations & Rescheduling

• More than 48 hours’ notice: Clients may reschedule without penalty.
• Less than 48 hours’ notice: A cancellation fee of $100 applies.
• Same-day cancellations/no access upon arrival: The full 50% deposit is non-refundable.

7. Satisfaction Guarantee

If a client is dissatisfied with the cleaning service, Orderly Haven must be notified within 24 hours of service completion. Where reasonable, we will return to address concerns at no additional charge. Refunds are not provided, but we will always work to resolve issues to the best of our ability.

8. Liability & Insurance

• Orderly Haven is fully insured, covering damage caused by our cleaning services.
• We are not liable for damage due to pre-existing conditions, improper surface maintenance, or force majeure events (e.g., floods, fires).
• Orderly Haven team members undergo police checks and are trained to work professionally in clients’ homes.

9. Privacy & Confidentiality

All client details are kept confidential and will never be shared with third parties without consent, except where required by law.

10. Amendments to Terms

Orderly Haven reserves the right to update these terms as necessary. The latest version will always be available on our website.