Pink Elephant Enterprises Terms and Conditions

Welcome to Pink Elephant Enterprises. 

We design our service to make the cleaning process as stress-free, high-quality, and smooth as possible. By accessing or using our website and services, you agree to comply with and be bound by the following terms and conditions. We will, however, notify you about the new amendments to our terms and conditions by posting them on this website at pinkelephantenterprises.com.au. You should check this page from time to time to ensure that you are aware of any changes.

Please read them carefully before using our services. If you do not agree to these terms, you must refrain from using our website and services.

• “We” means Pink Elephant Enterprises or an authorised contractor approved by Pink Elephant Enterprises

• “Us” means Pink Elephant Enterprises or an authorised contractor approved by Pink Elephant Enterprises

• "Customer” or “You” means any person who purchases services from Pink Elephant Enterprises

• These Terms and Conditions apply to all contracts for the supply of services by us to the customer. They shall take precedence over any other documentation or communication from the customer.

• We maintain a zero-tolerance policy toward inappropriate behavior directed at us or our cleaners. This includes any form of harassment, intimidation, threats, or actions intended to cause fear, whether verbal, written, or physical. Explicit language, racism, and defamatory remarks are strictly prohibited.

• We reserve the right to take necessary actions, including legal measures, against any individual engaging in threatening or abusive behavior. Additionally, we may terminate services immediately without issuing a refund. By agreeing to our services, you, the customer, acknowledge and accept this condition, waiving any claims to refunds in such instances.

• Parking Fees: It is essential for our vehicle to be near the property to carry the cleaning equipment. If paid parking is necessary, please note that associated costs will be billed accordingly. Thank you for your cooperation.

Accuracy of Quotes

At Pink Elephant, we assess every job based on online photos and floor plans. We do not provide quotes over the phone to prevent misunderstandings. Instead, all quotes are sent along with a detailed checklist tailored to your property.

Our quotes are based on the property's floor plan and its fair condition, achieving 99% accuracy in most cases. The checklist clearly outlines inclusions and exclusions, ensuring transparency. However, we reserve the right to adjust the price in cases where excessive pet hair, mouldy areas, heavily greasy appliances, or other conditions caused by a lack of regular cleaning require additional time or resources.

We understand that each property has unique conditions and features. For this reason, every cleaning project is assessed individually, and a tailored quote is provided. Factors influencing pricing include the property's size, current cleanliness level, layout, and specific features. Additional services are available at an extra cost if the property requires extra care.

If the property is listed online, we evaluate the job based on images and/or floor plans to better understand its size and layout. When sufficient information is not available, we may offer an on-site inspection to provide an accurate quote.  A quote will be provided based on the information you supply. Any changes to the scope of work may result in adjustments to the quoted price.

Quote Adjustments

If no online plans or photos are available, we provide a quote based on your description. While we strive to ensure our quotes are accurate, adjustments may be necessary if additional factors are identified by either us or the customer.

These factors include, but are not limited to:

• The property differs from the description provided by the customer (e.g., additional rooms such as a spare room, study, toilet, or living area).
• Properties with up to two bedrooms include cleaning for one sliding door panel and four standard-sized windows; additional windows will incur additional charges.
• The property is heavily soiled, requiring extra time or specialised chemicals to meet Bond Back Cleaning Standards as defined by the Managing Agent under the Residential Tenancies and Rooming Act 2008.
• A specialist service is required for certain areas, such as windows at heights or areas needing specific skills or equipment.
• Areas or items within the property fall outside the agreed service scope as defined in the cleaning schedule.
• Additional costs are incurred, such as parking fees or property key pickup fees.
• The customer's requirements are altered, such as requesting the cleaning of additional items or areas.
• All rubbish, including items left in drawers, cupboards, and rooms, must be removed from the property before the cleaning service begins. 

Additional Cleaning Services

• Every property’s condition varies when moving in or out. Therefore, we offer additional services to address the entry and exit conditions, ensuring the property is returned to its original state in compliance with our policy to help you secure your bond refund. Please note that not all cleaning tasks are applicable to every property. 

Safety and Warranty Limitations

• We reserve the right not to clean any item or area that poses a safety risk to our cleaners (e.g., cracked power points, dangerous light fittings, or work at heights). In such cases, the customer will be notified, and the Bond Cleaning Guarantee for that area or item will no longer apply.

• Certain items may not be fully cleanable due to wear and tear or long-term grime buildup. In such cases, we will still clean the item to the best of our ability; however, additional time and charges will apply. Please note that despite our efforts, the warranty for these areas or items will not apply.

Quote Variations

We request that you attend the initial inspection with us to discuss the entry and exit condition of your property.

• If a quote adjustment is required, we will inform you in advance.
• Once agreed, you will need to choose your preferred payment method— credit card, or bank transfer—and complete the payment before the cleaning begins.

• If you do not agree to the variation, please note this may void the Bond Back Cleaning Guarantee for certain areas or the entire property. In such instances, we will communicate this clearly via phone, email, or in person.

Every quote is accompanied by a detailed checklist, outlining the cleaning areas and estimated pricing based on the size, features, and layout of your property. If you have any questions or concerns about the pricing, please provide your full name, address, and contact number, and email us at info@pinkelephantenterprises.com.au. Our team will respond promptly to assist you.

Service Agreement

• By booking a service, you enter into a binding agreement with Pink Elephant Enterprises to provide the agreed services.
• A quote will be provided based on the information you supply. Any changes to the scope of work may result in adjustments to the quoted price.
• Payment terms will be specified in the quote or invoice. Full payment is required within the agreed timeframe.
• All services are subject to availability and may vary depending on location, time, and other conditions.

Customer Responsibility

• It is the customer's responsibility to remain contactable at all times, including at least one hour prior to the agreed start time of the service.

• If we are unable to contact the customer, we will complete the job what we agreed on. 

• It is solely the customer's responsibility to provide access to the property for the cleaner.

• If the property is inaccessible (e.g., no key available or entry is denied) at the agreed time, the customer agrees to pay a $50 non-access fee per hour, up to the full cost of the service.

Key Collection

• A key collection location may be arranged in writing (via SMS or email) with us and may incur additional charges.

• Charges will be calculated based on the distance from the key collection point to the property, at a rate of $40 per 10km increment, determined using the shortest route on Google Maps. 

• We only offer a free key collection service under our cleaning guarantee policy, if we face any cleaning issues. 

Photographic Records

• The customer agrees to allow photographic images of the property to be taken before, during, and after the service. These images will be used for quality assurance and as proof of work or limitations if applicable.

Utilities***

• Electricity and running Hot Water must be available at the property during the cleaning service. These utilities are essential for delivering a high-quality cleaning service. If electricity or water is unavailable, we will notify you and propose alternative solutions. However, we reserve the right to cancel the cleaning if the lack of utilities compromises the quality of the service. For this reason, we recommend keeping the electricity and water connected until after you have received the exit condition report.

We offer a guarantee on all of our work, which includes a free re-clean of any spots that were missed during your initial cleaning. To claim a re-clean, it must be requested within the guarantee period of service. Each of our services comes with a high-quality, unique service guarantee. 

The cleaning service guarantee period begins upon the completion of the job, as outlined below:

• End of Lease & Bond Cleaning: 10-Day Cleaning Guarantee
• Carpet/Upholstery Cleaning:      10-Day Cleaning Guarantee
• Once-Off/Spring Cleaning:          24-Hour Cleaning Guarantee
• Post Renovation Cleaning:         24-Hour Cleaning Guarantee
• Oven & BBQ Cleaning                 24-Hour Cleaning Guarantee

As customers often begin using their properties immediately after our cleaning, we offer a 24-hour cleaning guarantee for a detailed inspection for our some services. Additionally, we take photos after every cleaning to document the results while ensuring no personal belongings are included in the images.    

• More Than 5 Days Before Your Appointment:
  You can cancel or reschedule your booking at no cost, and your full deposit will be refunded.

• 3 Days Before Your Appointment:
  Cancellations or rescheduling during this period will result in the loss of your deposit.

• Less Than 24 Hours Before Your Appointment:
  Please Note Cancellations Within 24hr Will Be Subject To 50% Of The Total Fee Quoted For Services Cancelled.

• Refund Claims: Refund claims will not be considered once the cleaning service has been completed, and our team has vacated the property. However, we offer a free re-cleaning service for any areas that may have been missed during the initial service.  To request a re-clean, customers must contact our support team and provide a detailed description of the issue along with accompanying photos. This allows us to understand the problem and take prompt action or provide a clear explanation.

• Condition of Items: Our cleaning service focuses on cleaning only and does not include repairing or replacing items in poor condition. Please note the following:  Certain items, such as fly screens, wooden blinds, light fittings, fans, and range hoods, may be older and not suitable for thorough cleaning.

• We are not responsible for any damage to these items if they are not in good condition.

• Photo Documentation:To ensure transparency, our team will document the current condition of items before cleaning by taking photos and videos. This helps to avoid misunderstandings regarding pre-existing damage or limitations.

• Invoice Payment Terms:  All invoices must be paid in full by the due date.

• Overdue Accounts: If your account becomes overdue and is referred to a debt collection agency, law firm, or the Victorian Civil and Administrative Tribunal (VCAT), you will be responsible for all associated costs incurred in recovering the outstanding payment. This includes, but is not limited to:
• Legal demand fees.
• Court expenses.
• Debt collection charges and other miscellaneous costs.

• Late Payment fee: You, the Customer, agree that if full payment for the service is not received within one calendar month of the original invoice date, a late payment fee of $50 will be applied for the first month. Thereafter, additional late payment fees will be charged at a fixed rate of 10% per annum, calculated for every 3-day period that the amount remains outstanding. 

End of Lease Cleaning Bond Back Guarantee Conditions

End of Lease Bond Guarantee Standards refer to the level of cleanliness required to meet the strict inspection criteria set by managing agents, as outlined in the Residential Tenancies and Rooming Act 2008. Adhering to these standards ensures the successful release of your bond.

• 10-Day Cleaning Guarantee:
  We stand by the quality of our work with a 10-day cleaning guarantee. If any areas covered in the initial quote do not meet the required standards, we will re-clean them within 2 business days.

• Photo Documentation and Usage:
  After each cleaning session, we take detailed photos to document the property’s condition and compare it against the exit condition report, helping address any discrepancies. We reserve the right to use these photos to demonstrate our cleaning process, efficiency, and quality. However, if you prefer not to have your property photos used, please notify us in writing prior to the cleaning service.

• Complimentary Key Collection:
  We provide free key collection from your agent’s office, provided it is within an 10km radius of your property or our St Kilda Office.

• Rubbish removal:
  We do not provide rubbish removal services as part of our standard cleaning packages, and failure to remove rubbish may void our Bond Back Cleaning Guarantee. If rubbish removal is required, you may discuss this directly with our cleaners on the day of service. Additional charges will apply for this service.

Carpet Cleaning Guarantee Conditions

Our expertise ensures successful stain removal for various substances like blood, wine, urine, coffee, ink, soft drink, rust, etc., especially when addressing stains promptly. However, it's important to understand that complete removal may not always be possible, particularly for older or previously treated stains.

Attempting stain removal yourself or using other cleaners before our service may affect results, and we cannot guarantee success in such cases. The effectiveness of stain removal depends on factors like stain type, carpet material, age, and prior treatments. While we strive for excellence, we acknowledge that some stains may be permanent. In such instances, consulting a carpet restoration specialist for repair options, such as re-dying or patching, is recommended.

For carpets affected by pet stains (urine, vomit), outcomes can be unpredictable due to the acidity affecting carpet dyes. While we use professional-grade equipment for optimal results, factors like stain duration and previous cleaning attempts may influence outcomes. Therefore, we cannot guarantee complete stain removal. If lift access is not available, we may apply $10+gst per/flight extra charges to carry heavy equipments. 

Please remember: Your satisfaction is our top priority, and we are dedicated to delivering the best possible results. For safety reasons, we do not move heavy furniture. If you choose to move heavy furniture for carpet steam cleaning (such as a couch or heavy dining table), please refrain from returning them to their original place until the carpet is completely dry. 

Oven Cleaning Guarantee Conditions

• The guarantee covers the removal of standard grease, grime, and residue build-up as outlined in the original service agreement.
• It applies only to cleaning tasks performed by our team within the scope of the service.

Our guarantee does not cover pre-existing issues such as:

• Rust, corrosion, or discoloration.
• Faulty oven components (e.g., damaged seals, hinges, or lights).
• Permanent stains caused by prolonged neglect or burnt-on residue that cannot be removed without risking damage.

• We encourage you to inspect the oven immediately after the service is completed. If any concerns are identified, notify us within 24 hours to address the issue promptly. The guarantee becomes void if the oven is used after cleaning and new residue or grease build-up is present.

Each oven brand and model is unique, and their cleaning requirements can vary:

• Some ovens are designed with clips that allow access for cleaning between the glass sheets, while others are secured with screws, preventing access to these areas.
• If your oven features clips, we can clean between the glass sheets. Please note that this service may incur additional charges based on the complexity.
• Our quote includes the cleaning of one grill sheet and one baking sheet. Additional sheets or accessories may incur extra charges.

Moving Heavy Furniture

• For safety reasons, our cleaners at Pink Elephant Enterprises Cleaning are not permitted to move or lift heavy items or furniture. If you require cleaning behind large appliances (such as refrigerators) or furniture (such as couches), please move them before our scheduled arrival.

To secure your booking and prevent any last-minute cancellations, a $120 booking fee is required. This fee is refundable with a 72-hour/3 days notice of cancellation or rescheduling.

Please Note: ELECTRICITY and HOT WATER must be available for best cleaning outcome.  If they are not available, we have a right to cancel or reschedule the cleaning and a cancellation fee may be charged.

Pink Elephant Enterprises will exercise reasonable care and professionalism in delivering all services. However, we are not liable for:

• Pre-existing damage to items or surfaces.
• Permanent stains or marks that cannot be removed through cleaning.
• Loss or damage caused by incorrect use of the property’s resources (e.g., faulty appliances, unsafe areas).
• While we take the time and care to ensure that your property or possessions are not damaged in the provision of our services, we hold Liability Insurance in the event that accidental damage occurs

Customers are responsible for informing Pink Elephant Enterprises of any fragile or high-value items prior to the service.