Terms and Conditions – Warranty, Deposits, and Mould Restoration Services

1. Scope of Warranty

These terms and conditions govern the warranty of work provided by Panda Clean Australia PTY LTD (referred to as the “Company”) for its cleaning services, including Carpet Cleaning, Short-Term Rental Cleaning, Domestic Cleaning, and Mould Restoration Services. The warranty covers tasks completed by the Company or reasonably expected to be completed, as well as the cleanliness of carpets subjected to relevant cleaning services.

2. Warranty Period

2.1 Warranty for End of Lease services will only be applicable if the following conditions are met. You must contact us within 3 business days after the carpet cleaning service. An outgoing inspection must be completed by the Real Estate within the 3 business days timeframe. Failure to meet these conditions will void the warranty for End of Lease services.

2.2 For all cleaning tasks, excluding carpet cleaning and mould restoration, the Client is granted a period of up to 5 business days from the service completion date to raise concerns regarding tasks completed directly by the Company or those reasonably expected to be completed.

2.3 Concerning carpet cleaning and mould restoration, the Client has 48 hours from the conclusion of the service to report concerns about the completed work.

3. Exclusions from Warranty

3.1 The Company is not liable for any marks and/or stains that remain after cleaning or restoration, provided such marks and/or stains were explicitly identified as “attempted removal” during the initial assessment or service execution.

3.2 The warranty does not extend to cover existing damage, heavily soiled, and/or neglected items. The Company disclaims responsibility for the removal of stains, marks, damages, or mould issues that predated the service or resulted from factors beyond its control.

3.3 This warranty is void, and the Company assumes no liability in cases where the Client or previous service providers attempted undisclosed cleaning or restoration before our service.

4. Mould Cleaning Warranty

4.1 The Company provides a mould cleaning warranty when all recommendations specified in the initial report are followed by the Client.

4.2 If all recommended steps are taken to prevent additional mould growth, the mould restoration work will be guaranteed for a period of up to 12 months from the completion of the restoration service.

4.3 If only partial steps are taken to prevent additional mould growth based on our reports, any warranty claims will be assessed individually and decided solely based on the professional opinion of the Company.

5. Client Responsibilities for Mould Restoration

5.1 During the mould restoration process, every effort will be made to reduce and prevent loss or damage to personal items and effects.

5.2 Clients are responsible for ensuring that all areas requiring access are sufficiently empty and cleared of personal items to facilitate the restoration process.

6. Reporting of Concerns

6.1 If the Client wishes to raise concerns about tasks executed by the Company or reasonably expected to be executed, or about the completed work related to carpet cleaning or mould restoration, the Client must submit a written notification to the Company within the specified warranty period.

6.2 Concerns should be communicated via email to admin@pandaclean.com.au, with the subject line “Warranty Claim – [Client’s Name].” The email must include a comprehensive description of the concern, relevant photographic evidence, and supporting documentation.

7. Company’s Response

7.1 Upon receiving a valid warranty claim, the Company will evaluate the concern and its adherence to the terms and conditions stipulated in this document.

7.2 If the Company deems the concern legitimate and within the scope of the warranty, the Company reserves the right to take appropriate remedial actions at its discretion. These actions may involve re-executing specific tasks or addressing restoration-related issues.

8. Pricing and Additional Charges

8.2 All prices quoted are based on accurate and factual information provided by the client at the time of booking.

8.3 If, during the service, it is determined that the work required exceeds what was originally discussed and additional services are needed (e.g., additional soiling, presence of pets, stubborn staining, etc.), additional charges may apply.

9. Deposit Requirement

9.1 Clients are required to pay a non-refundable deposit before services are scheduled and rendered.

9.2 To secure the appointment, the deposit must be paid within 48 hours of booking confirmation, including weekends. Failure to deposit within this timeframe will result in the forfeiture of your appointment time slot.

9.3 A $50.00 deposit is required for a booking total of $500 or under, over $500.00 a 50% deposit is required.

10. Deposit Application

10.1 The deposit will be applied towards the total service fee, with the remaining balance payable on or before the day of service.

10.2 The deposit is transferable if the booking is rescheduled within 5 business days from the original booking date. Should you need to reschedule, please notify us within this specified timeframe to facilitate the transfer of your deposit to the new booking date.

11. Payment Methods

11.1 Deposits can be paid through bank transfer, credit/debit cards, or other methods specified by Panda Clean.

12. Refund Policy

12.1 The deposit is non-refundable in the event of cancellation by the client.

12.2 If Panda Clean is unable to provide the agreed-upon services, the deposit will be fully refunded to the client excluding any bank or card fees.

13. Cancellation by Client

13.1 If the client cancels 7 days or more before the scheduled date, the deposit may be applied as a credit toward future services within 1 month.

13.2 If the client cancels within 5 days of the scheduled date, the deposit will not be refunded or credited.

14. Cancellation by Panda Clean

14.1 If Panda Clean is unable to provide the services on the scheduled date due to unforeseen circumstances, the client will be offered the option to reschedule or receive a full refund of the deposit.

15. Changes to Services

15.1 Any changes to the scope or details of the services may result in adjustments to the deposit amount at the discretion of Panda Clean.

16. Safety and Access

16.1 Ensuring a secure and hazard-free working environment within the premises for the Technician to perform their Service, including free from any electrical or trip & fall hazards. The Technician can end the Service if they think it’s not safe, before or during the work.

16.2 Allowing access to all necessary services, hot and cold water, electricity, and council bins, as essential for the successful completion of the Service.

16.3 The client is required to arrange parking for our technician. Any parking costs will be added to the invoice, including an additional surcharge if parking is unavailable within a close and safe proximity to the property.

17. Disputes

17.1 In case of disputes related to the deposit, services, warranty claims, or mould restoration, both parties agree to engage in good-faith negotiations to resolve.

18. Governing Law

18.1 These terms and conditions shall be governed by and construed under the laws of Australia.

19. Modification of Terms

19.1 Panda Clean reserves the right to modify these terms and conditions at any time. Clients will be notified of any changes in advance.

20. Acceptance of Terms

20.1 By engaging Panda Clean Australia PTY LTD for services and submitting a deposit, the client acknowledges and agrees to these terms and conditions.

Privacy Policy

21. Data Collection and Use

21.1 In the course of providing our services, Panda Clean Australia PTY LTD (referred to as “we,” “us,” or “our”) may collect and store personal information about our clients. This information includes but is not limited to names, contact details, service preferences, and transaction records.

21.2 The data collected is used to provide and improve our services, manage bookings, and communicate with clients regarding their service requests and inquiries.

21.3 Marketing Purposes: By engaging our services, clients acknowledge and consent that Panda Clean Australia PTY LTD may use the collected data for marketing purposes. This may include sending promotional offers, newsletters, and other relevant communications via email, SMS, or other channels. Clients have the option to opt out of receiving marketing communications by following the instructions provided in such communications.

21.4 Third Parties: Panda Clean Australia PTY LTD does not sell, rent, or lease personal information to third parties. However, we may share client data with trusted service providers who assist us in operating our business and providing services. These third parties are contractually obligated to maintain the confidentiality and security of the shared information.

21.5 Data Security: We take reasonable measures to safeguard the personal information collected from unauthorized access, alteration, or disclosure. However, no data transmission over the internet or electronic storage can be guaranteed to be completely secure. Clients engage our services at their own risk and acknowledge this inherent risk of data transmission.

21.6 Access and Correction: Clients can request access to the personal information we hold about them and request corrections or updates as needed. For such requests or any data privacy questions, clients can contact our Customer Support at admin@pandacleanaustralia.com.au.

21.7 Retention: We retain personal information for as long as necessary to fulfil the purposes for which it was collected, and as required by applicable laws and regulations.

22. Consent

22.1 By engaging Panda Clean Australia PTY LTD for services, clients acknowledge and agree to the terms of this privacy policy, including the collection, storage, and potential use of their personal information for the stated purposes.

23. Modifications

23.1 Panda Clean Australia PTY LTD reserves the right to modify this privacy policy at any time. Clients will be notified of any changes in advance.