By booking a service via phone, email, social media, or our website, the customer agrees to be bound by the following Terms & Conditions of BullPak Cleaning.
1. Access & Preparation
- Clear and safe access must be provided to all areas to be cleaned.
- The full property address and details regarding access (including keys, alarm codes, or entry instructions) must be provided as requested.
- Customers are responsible for preparing the areas to be cleaned. All requested areas should be emptied, accessible, and ready prior to the service.
- Hot water and electricity must be available for the full duration of the cleaning service.
- Suitable parking must be available on-site or nearby. Any parking or permit charges must be paid by the customer at the time of booking.
2. Inspection & Satisfaction
- Customers are encouraged to inspect the completed service upon completion.
- A service confirmation or satisfaction declaration may be signed upon completion to confirm the work has been carried out to the agreed standard.
- Any concerns regarding the service should be reported within 24 hours of completion.
- BullPak Cleaning will make reasonable efforts to resolve any genuine service-related concerns.
3. Health & Safety
- The safety and well-being of our staff is a priority. Our cleaners are not permitted to:
- Climb higher than the second step of a step stool or ladder
- Move items weighing more than 10 kg
- Clean floors on hands and knees (except bathroom floors)
- Access high areas using unsafe methods
- If cleaning behind large furniture or appliances is required, these must be moved by the customer prior to the scheduled service.
4. Pets
- For health and safety reasons, BullPak Cleaning does not clean hazardous waste or biohazard materials.
- Customers must inform us of any pet-related requirements in advance.
5. Damage & Liability
- BullPak Cleaning and its staff will take reasonable care while providing services.
- BullPak Cleaning is not responsible for:
• Pre-existing damage or normal wear and tear
• Improper installation of items
• Damage to fragile or delicate items not disclosed in advance - Any alleged damage must be reported in writing within 24 hours of service completion. Claims reported after this period may not be eligible for review.
6. Valuables
- Customers must inform our office of any valuables or fragile items prior to the service.
- BullPak Cleaning is not responsible for missing cash, jewellery, or personal documents. These items should be secured before the appointment.
7. Payments
- To confirm a booking with BullPak Cleaning, a 50% deposit is required at the time of reservation.
- The deposit secures your appointment and allows us to schedule staff, equipment, and materials for your service.
- The remaining balance must be paid on or before the day of service unless agreed otherwise in writing.
Important Notes
- Bookings are not confirmed until the deposit has been successfully received.
- Deposits are non-refundable in the case of late cancellations, as outlined in our Cancellation Policy.
- Any applicable refunds or credits will be handled according to our Terms & Conditions and Cancellation Policy.
- All payments are processed through secure payment methods to help protect customer information.
8. Cancellations & Rescheduling
- Cancellations or rescheduling requests require a minimum of 48 hours’ notice.
- More than 48 hours’ notice: full refund.
- Between 24 and 48 hours’ notice: booking credit or rescheduling available.
- Less than 24 hours’ notice: non-refundable.
- In rare cases, BullPak Cleaning may need to reschedule bookings due to circumstances beyond our control.
9. Complaints & Re-Cleans
- Complaints should be submitted in writing via email or text message.
- BullPak Cleaning may take up to 7 working days to review and respond to complaints.
- Concerns regarding completed services must be reported within 24 hours of service completion.
- Where appropriate, BullPak Cleaning may offer a re-clean of the affected area.
10. Service Packages
- Customers are responsible for selecting the correct service package based on the size and condition of the property.
- Service pricing is based on property size, service type, and the information provided at the time of booking.
- BullPak Cleaning is not responsible for incomplete services resulting from incorrect property information or undisclosed conditions.
11. Non-Solicitation
- Customers agree not to directly hire or solicit BullPak Cleaning staff for private work during an active service arrangement without prior written agreement from BullPak Cleaning.
12. Discounts & Recurring Plans
- Discount codes, vouchers, and gift cards are valid only when booking directly through BullPak Cleaning.
- Recurring service plans may be offered at discounted rates.
- The first service may be charged at full price, with discounts applying to subsequent services where applicable.
- Changes to recurring plans require a minimum of 48 hours’ notice.
13. Materials & Limitations
- BullPak Cleaning reserves the right to refuse cleaning services for delicate materials or surfaces where there is a risk of damage.
- Safety data information for cleaning products is available upon request.
14. Data Protection & Privacy
- BullPak Cleaning complies with GDPR and takes reasonable measures to protect customer information.
- Customer information is used only for service delivery, communication, and billing purposes.
15. Changes to Terms
- BullPak Cleaning reserves the right to update services, pricing, policies, and Terms & Conditions where necessary.
Customers on recurring plans will be notified in advance of any changes.