While it might feel a bit time-consuming to read the fine print, we do believe it is the best way to manage expectations and avoid any surprises. Our terms of trade set out what we will deliver to you and what we expect from you. The last thing we want is a mismatch in understanding.
We believe in providing a really great service and we take pride in our standards. The terms of service below serve as the criteria for all of the work we carry out. These terms override any agreements made in person, over the telephone, or in any other communication.
When you ask Liberty Services to carry out work on your behalf, you agree to uphold your obligations under these terms of trade.
If you have any questions please contact us on our office number 1300993520 or email us at [email protected]. If you are dissatisfied with the work we have provided or have any problems or comments, please let us know immediately. You can also provide feedback via this form here.
We take pride in what we do and would love for you to use us again and tell your friends. You can be sure that we want you to get the outcome you are after, as much – if not more- than you do.
a) Unless specified otherwise, all prices and quotations are expressed to be GST exclusive amounts.
b) If GST is payable in respect of any thing supplied to the Client under this Agreement, then the amount which the Client is obliged to pay for that supply (Original Amount) will (subject to the receipt of a valid tax invoice) be grossed up so that Liberty Cleaning Services receives an amount which, after subtracting the GST liability of Liberty Cleaning Services, results in Liberty Cleaning Services retaining the Original Amount.
The Client represents and warrants that:
a. it will provide a safe working environment at the Premises for the Cleaner to perform the Service;
b. the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
c. it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, rubbish bins and water taps outside the building) as required by the Cleaner to provide the Service;
d. it will advise Liberty Cleaning prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers;
e. it is authorised to use the Premises and obtain the provision of Service;
f. if the Client requires the Cleaner to clean behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service;
g. it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service;
h. it will secure the safety of animals at the time of cleaning as animals may react to vacuum cleaners or carpet cleaners or any cleaning machine to used by the Cleaner/s to perform the service or uses being used by Window cleaners; and
i. For carpet cleaning or Strip and Sealing or Tile and grout service requested, Client must make sure that the floor surface is clear from any obstructions otherwise, it will only be cleaned around. Heavy equipment or furniture present, floor will be cleaned around only.
a. the Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;
b. In order to protect the Cleaner/s, Cleaner/s are instructed not to enter an environment they consider to be unsafe, dangerous to health, or inoperable for any reason, but are instructed to withdraw from the premises and to report the problem to Liberty Office. In this event, the Client will be charged the minimum charge of $120+ GST. The Cleaning will only be rescheduled after the environment has been rendered safe. However, if after the second visit it is still unsafe, the Client will be charged 100% of the cost of the booking.
c. Should any member of the Client’s household require the use of syringes, please ensure that they are disposed of safely. Any secure container can be used to store used syringes and/or needles prior to the final disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our cleaner, therefore, Cleaner is instructed to leave the premises.
d. Please be sure that any Client’s confidential or potentially illegal documents or substances are put away before the cleaning team arrives.
e. moisture on your furniture and carpets can present a slip hazard on nearby hard surface areas, we ask that the Client avoid any areas that the Cleaner is cleaning, and will leave a readable and noticeable “precaution label/note” or advise any other guests, residents or contractors inside the premises of this hazard until the carpets are dry. Drying time will depend on the weather and the condition of the house.
f. Newly stripped and sealed linoleum or vinyl are sticky but can cause slippery as well when it is not dry. Drying time will depend on the weather and the condition of the house. A “precaution label/note” will be left in the premises after cleaning.
g. The newly mopped hard floor – (tiles/lino or vinyl or wood floors) when it is still wet, it is slippery and walking while the wait is dangerous.
h. the Client must agree to keep children or dependents away from any equipment/machine or hot water being used as a part of the carpet and upholstery or strip and sealing or steam cleaning machine for tile and grout cleaning process or even during mopping the floor.
i. the Client must ensure that the environment that the Client is inviting the Cleaner to work in, is a safe environment free from electrical or structural hazard.
j. Any cleaning solutions for specialist jobs (ie: carpet, strip and seal, tile and grout) should be considered poisonous, and are not for human consumption.
Cancellation Fees and Others
1. Service reliability is extremely important. We will often turn down business rather than disrupt a regularly scheduled Client. In exchange, we must request our Client to give Liberty Cleaning a call or email 2 working days/48 hours in advance notice before Service Time (Monday clients must call before the end of business day Thursday), if Client wishes to suspend, postpone or cancel the Service for any reason.
2. In the event that such notice has been given, Liberty Cleaning will endeavour to reschedule the Service if required.
3. In the event that the Client does not provide a minimum of 2 working days’ notice before the commencement of the Service, the Client agrees to pay a cancellation feee equivalent to 2 hours cleaning or equivalent to $120.00+GST for calling a cleaner to perform the job and/or administrative costs and loss.
4. Most of our Clients do entrust us with a key to their premises, a responsibility we take very seriously. In the event that the key isn’t provided and Cleaners arrive to the premises completely locked, the minimum charge of $120+GSt will apply to cover administrative cost, employees time, travel and mileage.
5. The minimum charge for a General and Carpet Cleaning Service is $120 + GST.
7. Any Service booked after 6pm or early morning shift before 6am; weekends; public holidays will be charged at a penalty rate.
8. Our company values our cleaners. If you are interested in employing one of our general cleaner for residential or commercial there is a 120 day buy-out clause, which means you will need to reimburse Liberty CLEANING SERVICES for 120 days of cleaner’s salary to cover rehiring and training of said employee’s replacement. However, all cleaners doing specialist jobs (carpet, hard floor maintenance and window cleaning), a 12 months buy-out clause, which also means you will need to reimburse Liberty Cleaning Services for the 12 months of specialist job cleaner’s salary to cover rehiring, training of said employee’s replacement.
Liberty Cleaning has a payment policy of “no signed service agreement, no booking”.
During booking of the required job, the Client agrees to pay in full the quoted price by Liberty Cleaning within 2 working days prior to the Service Time, unless otherwise agreed in advance with Liberty Cleaning.
If the service is paid in full using credit card at the time of booking, the booking is confirmed.
If no payment has been made the day before the Service Time, Liberty Cleaning Services will use reasonable endeavours to contact the Client for payment. In the event that Liberty Cleaning Services cannot contact the Client or payment is not made the day before the Service Time, the Client will be deemed to have cancelled the Service.
Any purchases/bookings made by Client through Liberty Cleaning Services Online Booking, must be paid in full through our secure payment gateway.
The following are the methods of payment accepted by Liberty Cleaning Services: Direct Transfer; Paypal, Credit Card, Bank Deposit.
Payments by bank deposit or bank transfer should be made to:
Account Name: Liberty Enterprises Australia Ltd
Account BSB: 034272
Account Number: 268997
Transaction Ref: Tax Invoice Number
For credit card payment, the Client can ring Liberty Cleaning Services and provide the credit card. Alternatively, Client can pay online through the Liberty Cleaning Services website.
For jobs booked by Client to be done the following day from the booking date will be considered as an urgent job therefore Liberty Cleaning will accept the booking if scheduling allows. Once Liberty Cleaning confirms that the urgent job can be done on the requested urgent date, Client is required to pay in full at the time of booking. However, Liberty Cleaning reserves the right to decline for any reason.
Non – Appearance
If the Client is dissatisfied for any reason with the Service provided, it must inform Liberty Cleaning Services within 24 hours of completion of the Service. Liberty Cleaning Services strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently. Subject to clause 17, Liberty Cleaning Services may, at its discretion, offer the Client either of the following:
1. a partial or full refund;
2. re-supply of the Service FREE of charge;
3. such other remedy as as deemed appropriate by Liberty Cleaning Services.
a. re-supply of the Service without charge;
b. a partial or full refund;
c. such other remedy as deemed appropriate by Liberty Cleaning.
Exclusions and Limitations
a) The only conditions and warranties which are binding on Liberty Cleaning in respect of the state, quality or condition of goods and services supplied by Liberty Cleaning to Clients are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
b) To the extent permitted by statute, the liability, if any, of Liberty Cleaning is, at Liberty Cleaning’s option, limited to and completely discharged by the resupply of the Service. Liberty Cleaning is not responsible for:
i. not completing or providing the Service as a result of a breach of a warranty by the Client in the previous clause (including a failure by the Client to provide utility services, a safe working environment or unencumbered access to the Premises);
ii. not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 7;
iii. any loss or damage incurred by the Client or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Liberty Cleaning;
iv. not completing or providing the Service due to an act or omission of the Client or any other person at the Premises during provision of the Service under Clause 8d;
v. Blinds – worn, cracked/ broken, loosen blinds, stains, odours that can not be completely cleaned or removed under Clause 9;
vi. Oven – scratches or damages, or stains or broken glass door, rusted and smell that can’t be cleaned or need to be repaired or replaced;
vii. Hanging object, picture frames, etc – unstable or loosen screws or broken frames or broken glass cover;
viii. Fans, lamp shades or any objects inside the Premises that are wobbly, unstable or damaged or broken;
ix. Bathroom cleaning – removal of any existing mould, stained rubber sealer, stained tiles and grout, stained glass; or repairs of any existing broken glass doors, door runners, shower heads, etc;
x. Window Glass/Panes/ Doors/ Frames/ Runners – stained, damaged or broken that is deemed health and safety issues under Clause 7;
xi. Carpet – any wear, tear, stains, odour, faded/ discolouring, burnt of carpet fabric;
xii. Linoleum/ Vinyl – cracked, torn, worn, stained, damaged, scratched, faded, discolouring and burnt;
xiii. any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) under clause XX or the Premises under Clause 6;
xiv. the cost of any key replacement or locksmith fees, unless keys were lost by Liberty Cleaning or the Cleaner under Clause 14;
xv. not completing the job due to requirements deemed to be different from the information provided by Client to Liberty Cleaning or if the absence of any specific instructions or unclear definable descriptions under Clause 4;
xvi. not completing the job due to the wrong size of the premises or the number of rooms to be cleaned provided by the Client under Clause 4;
xvii. not completing the job due to lack of time. Instead, as per agreement with Client, Cleaner will only clean as “per priority areas and tasks to be done within the allocated time”. Any areas or tasks undone will be left undone under Clause 4;
xviii. not completing the job due to premises is locked at the time cleaner arrived;
xiv. any re-soiling or footprints as a result of foot traffic during general cleaning, furniture removal, building or maintenance work done at the property during or after the cleaning. Liberty Cleaning reserves the right to take a photo of the premises after the cleaning in case of any dispute;
xx. not completing the specific specialist job due to uneven or sloping surface for the vehicle to park to unload machine/equipment as it imposes safety issues under Clause 7;
xxi. Tile and Grout – Common Problem
xxia. Paint stains & building mess
Building, tiling and renovating are all messy trades. Laying a floor is usually one of the earlier tasks, so a stone or tile surface is exposed to all kinds of hazards until the work is completed. Damage that occurs during this time is usually either general building mess and paint stains. If a stone or tile surface is left unprotected during painting work, it is likely to get paint droplets (at best), or possibly even a large paint spill (at worst). It is very difficult to remove paint from tiles, and it gets harder the longer the paint is left to set. A stone or tile floor should ALWAYS be protected during building work, renovations or painting
xxib. Etch marks (dull rings, spots)
An ‘etch mark’ is a dull patch on an otherwise shiny, polished surface. Even if just a small area of a surface is affected, the etch mark still alters the entire aesthetic of the stone – sometimes even more than if the whole surface had been evenly damaged. An etch mark really ‘sticks out’, especially in certain lights. Etch marks are caused by acid damage. Floor tiles, benchtops or bathroom vanity tops are the most common places for spills that cause etch marks on sensitive stone. Any acidic (or sometimes even alkaline) food or drink can eat into the surface, leaving contrasting etch marks or discolouration on the surface. These dull spots can be seen more readily on polished stone surfaces, but also can happen on honed or matt as well. Common culprits are juice, wine, vinegar, urine, vomit or blood. Etching more often occurs on acid-sensitive calcium-based stone such as marble, limestone or travertine.
xxic. Dullness / loss of shine
Consistent dullness or a general loss of shine on a previously gleaming surface can be caused by a number of different factors:
1. A polished surface shows traffic marks where it’s mostly commonly used – Traffic marks are most often seen on polished or semi-polished tiles laid in heavy traffic environments. They appear as dull areas where people walk the most – in entranceways, in front of lifts, at bottom of stairs and so on. These areas will appear duller faster and require more frequent maintenance. This is particularly common in commercial environments.
2. Wear and tear causes dullness – Many of the more desirable polished stone surfaces such as marble, limestone and travertine are more susceptible to wear through surface grime, grit and general traffic. Dirt and grit in particular can scratch the surface and eventually this area will become dull.
xxid. Incorrect cleaning products can reduce shine – In some cases the use of incorrect cleaning chemicals (such as an acidic product on a calcium-based stone such as marble) will also lead to dullness.
xxie. Fading tiles – Fading tiles are more common on darker-coloured surfaces, which can lighten quite substantially over time. Colour fading can occur on some natural stone, and also on some terracotta tiles. Fading tiles can be caused by overuse of strong chemicals on some types of natural stone, which will etch or leave a surface burn on the stone. Fading tiles can also be caused by prolonged exposure to strong UV light, which can be seen as a lightening of the tile colour only in areas in strong direct sunlight. The UV light will ‘fade’ some colours, resulting in a patchy and ‘washed out’ effect.
xxif. Fire or flood damage – Stone and tiles are one of the few parts of a building that can survive a fire or flood – stone and tiles that have been through a fire or flood will be extremely damaged. Fire damaged stone will blacken from the soot and ash of the fire, usually penetrating deeply into the stone. Direct heat can do irreparable damage to natural stone. Tiles, on the other hand, are usually fired at a very high temperature and therefore direct heat is less like to cause an issue, so sooting and fire grime is the main source of damage. Often the grout lines will have suffered more damage than the tiles themselves.
xxig. Spalling (flaking or peeling) – ‘Spalling’ stone is delamination, chipping or peeling of the stone’s surface can originate from a number of sources. For sandstone, spalling (which looks like the stone is peeling or flaking) generally indicates a problem with salt attack, where salt crystals grow from the mineral-laden water that has penetrated into the stone. The crystals grow and fracture off the top layer of stone, resulting in loose sand on the surface of the tile.
xxih. Cloudy tiles (optical hazing) – Optical hazing is colourless, and just looks like smudges on the surface. If your surface has a white haze on it, you are more likely to have grout haze. Optical hazing is caused by sealer residue, from the factory sealer applied when the tiles were processed. This can occur on polished or semi-polished porcelain tiles. The sealer residue can be seen as cloudy or swirling marks across the tile surface, often with some consistency or pattern to the location of the marks, and is more visible in low angle light. These sealer residue marks can be very difficult to see when viewed directly from above. For this reason, the problem is commonly called ‘optical hazing’. Optical hazing occurs when polished or semi-polished tiles are factory processed, either by factory applied ‘nano’ sealers, or through the abrasive tile polishing process. It does not occur in matt tiles, or on any type of polished natural stone.
xxii. Marks around the grout lines – If there are wet-looking marks and the tile edges appear to be discoloured around the grout lines, you probably have what is commonly called ‘picture-framing’. As water penetrates into the edge of the tile from the grouted edges, it leaves a ‘frame’ of discolouration on the tile.
xxij. Mould on tiles – Mould on tiles, mould on stone and algae growth are most common on exterior areas with textured and /or porous tiles. Mould on tiles appears more in sheltered or southerly facing areas, or in areas under overhanging trees or shelter. The more textured the surface, the easier it is for mould spores to accumulate, grow and discolour. This can also be made worse by accumulated leaves and grime.
xxik. Rust marks on tiles – Rust marks on tiles can either come from within the surface (if it’s a natural stone), or from external sources. External sources include outdoor furniture, nails or metal filings, pots, or any other metal objects left on the stone or tile in the presence of water. Mineral ferrous veining can be part of the stone natural structure. While this can often be hidden for many years, heavy soaking can bring ferrous minerals to the surface with a yellowing discolouration. In some cases, spot marks can be very distinct with a bold colour contrast to the rest of the tile.
xxil. Scratches on tiles – Scratches on tiles most often affect a highly-polished surface. Polished stone can show scratches on the surface when damaged by hard items such as grit, wheels on trolleys, heavy chairs, dog toenails, hard shoes and so on. These scratches can often be highly visible in open or backlit areas. Light scratches on tiles usually appear as a general dulling of the surface, where heavy scratches (that can be felt when running a fingernail along the surface) are more often individual marks.
xxim. Sealer marks – When properly applied, a sealer should either be invisible to the naked eye (if it’s a penetrating sealer), or have an even, consistent gloss finish (if it’s a topical sealer or coating). When a sealer isn’t applied properly – aside from not working effectively – it can look patchy and uneven. This is particularly disconcerting when the product is meant to be an invisible sealer! Often these sealer marks are caused by incorrect application techniques, but it can also be from choosing the wrong sealer for the surface.
xxin. Slippery tiles – Slippery tiles are a real hazard, and are particularly dangerous in commercial environments with high traffic flows. Slippery tiles should be immediately dealt with to prevent slip and fall accidents. Tiles can be slippery when dry, but they are generally more slippery when wet from rain or spills. Slippery tiles generally occur on smooth rather than textured floor tiles ie: 1. Smooth tiles have been used in a wet area – Smooth finish tiles used in wet ‘at risk’ areas instead of textured tiles is a case of poor tile selection; 2. The tiles are worn – Over time, the texture of your tiles may wear down, causing the original grip of the tile to deteriorate, causing the tiles to become slippery; 3. Build-up on the surface of the tile – If the tiles are correct for the area, but are still slippery, they may have an accumulation of grime and chemicals on the surface which have reduced the slip coefficient of the tile below acceptable standards.
xxio. Porous tiles & stone – To identify if you have porous tiles or stone, drop a small amount of water on the surface. If it is porous, water marks and darkening are visible after the floor is wet, leaving areas patchy and discoloured until they dry out. Most natural stone is porous, some more than others. Porosity ranges from very high (sandstone) to very low (granite) or negligible (porcelain). The natural structure of stone has very open pores that allow the entry of moisture and stains deep into the stone. Most stains are liquid-based and can contaminate the tile. Many stains, depending on the content (type and size of molecules) can penetrate several millimetres into the stone making it very difficult to remove. The more porous the tiles, the deeper the staining can go.
xxip. Stained tiles – Depending on the source of the staining (and often the location of the surface) staining can either occur in isolated spots, or can be consistent across the surface. So many things around the Premises can cause stains – isolated stains generally occur from spills of oils, food, drinks, glue or cleaning chemicals. Depending on the contaminant (what caused the stain), the porosity of the tiles (how deep the stain it has gone) and the age (how long it’s had to ‘cure’) will determine whether you stand a chance of removing the stain yourself, or whether you’ll need an expert to fix your stained tiles.
xxiq. Dirty tiles – Dirty tiles might be discoloured, have staining, or just look “tired”. This is generally a symptom of age and ingrained contamination. After a few years, every surface is going to have the odd stain, and has probably absorbed contaminants into the tile itself where your day-to-day cleaning is ineffective at removing it. Poor cleaning methods are another possibility – it is ironic that poor cleaning can actually make tiles dirty! Many people don’t realize that flooding a surface with water – particularly a porous surface like sandstone – won’t clean the surface, it’ll actually soak in and make it dirtier.
xxir. Used the wrong cleaning product – This problem generally occurs on sensitive tiles such as marble or limestone, or sometimes even on basalt or some marble composite tiles. Using the wrong cleaning chemical can make the surface dull, look scratched all over, and possibly fade in colour. It may even go white. The cleaning marks (circular wiping or mop marks) are often obvious and can be seen across adjacent tiles. The majority of people use any chemicals to clean with, but unfortunately, they often do not understand what the tile is made of and how it should be cleaned, or what products should be used to clean it. If you’ve bought the stone or tile, the retailer should tell you how you should look after it – or refer to our Care Guidelines. If in doubt, read the label. Most people don’t read the entire label (including the small print) and so the chemicals they use can sometimes cause damage to a stone or tile surface. This is particularly true for calcium-based stone such as marble and limestone, which is eaten away by any chemical with a high pH level (acidic). Abrasives and even strong alkaline cleaning agents can dull polished surfaces. If a chemical is not suitable for a specific surface, it should say on the bottle – so read the small print.
c. Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on Liberty Cleaning are excluded.
d. The Client acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since Premises was last cleaned and nature of carpet, upholstery, linoleum/vinyl, tiles and grout cleaning required and the level of clutter, dust, soil and moulds accumulated over time), and that Liberty Cleaning gives no guarantee as to the actual results of the Service.
e. Except to the extent provided in this clause, Liberty Cleaning has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Liberty Cleaning (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products or equipment used or services provided by Liberty Cleaning)
f. Liberty Cleaning has no liability for any accidents happened after cleaning due to negligence of the Client under Clause
Accidents, Breakage, Damage and Theft
The Client indemnifies Liberty cleaning against:
1. all losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Client set out in clause 6; and
2. all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Liberty Cleaning in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Client).
A) For Residential Client Agreement for Regular Visits (non-package deal)
1. This Agreement may be terminated by the Client by providing at least two (2) working days notice prior to the Service Time.
2. Subject to clause A(1), Liberty Cleaning may terminate this Agreement by providing the Client with at least two (2) working days notice prior to the Service Time and vice-versa.
3. Liberty Cleaning may terminate this Agreement with immediate effect if the Client is in breach of this Agreement, and in the opinion of Liberty Cleaning, that breach is incapable of remedy or vice-versa.
1. The Client acknowledges that any information provided by the Client may be used by Liberty Cleaning Services for the purpose of providing the Service. Liberty Cleaning Services agrees not to share any information provided by the Client with any third party not directly involved in the provision of the Service (unless required to do so by law).
2. The Client agrees to Liberty Cleaning Services communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.
3. Liberty Cleaning Services will take all reasonable precautions to protect personal information provided by the Client from loss, misuse, unauthorised access or disclosure, alteration or destruction.
There are some tasks we are available to do but are NOT included in a ‘bond clean service’. We are working with your best interest at heart. We want to make it as easy as possible and take care of as many tasks as possible. If our staff are there and it’s a small task we will often just get it done. However, some of these little tasks turn into a bunch of tasks that have to be paid for on top of your Bond Clean.