3 Cimberwood Drive, Cragieburn, 3064
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3 Cimberwood Drive, Cragieburn, 3064
The Company provides a range of professional cleaning services, tailored to meet Client requirements.
A detailed scope of work will be provided at the time of booking.
Cancellation requests must be made at least 24 hours in advance to avoid a cancellation fee.
Rescheduling with less than 24 hours’ notice may incur a fee of up to 50% of the service cost.
The Company reserves the right to cancel or reschedule services due to unforeseen circumstances, providing notice where possible.
Payments are accepted via EFTPOS, bank transfer, or credit card.
Full payment is required upon service completion unless otherwise agreed.
Late payments beyond 14 days are subject to a 5% late fee.
Ensure the property is safe and accessible for cleaning staff.
Notify the Company of any specific cleaning needs, hazards, or fragile items in advance.
Secure valuable items before the service begins.
The Company is not liable for damages arising from pre-existing conditions, hazards, or the Client’s negligence.
Liability for any damages directly caused by the Company is limited to the total cost of the service provided.
The Company holds comprehensive public liability insurance to cover any injuries or damages occurring during the delivery of services.
The Company complies with the Privacy Act 1988 and protects all Client information.
Personal and financial data will not be shared without explicit consent, except as required by law.
In the event of a dispute, both parties agree to negotiate in good faith to reach a resolution.
If unresolved, disputes may be referred to an independent mediator or the Victorian Civil and Administrative Tribunal (VCAT).
Arvo Cleaning – Service Satisfaction Guarantee
At Arvo Cleaning, customer satisfaction is our top priority. While we do not offer “returns” in the traditional sense, we do have a clear and fair policy regarding service issues, refunds, and cancellations.
If you are not fully satisfied with the quality of your clean, we offer a free return service (re-clean) for specific issues reported within 48 hours of the original service.
The re-clean is limited to the areas of concern raised and must match the original scope of work.
This policy applies to end-of-lease, deep, and general cleans where our quality guarantee applies.
Issues due to post-service use or new dirt/mess will not qualify for a re-clean.
Refunds may be issued at our discretion under the following circumstances:
The cleaning service was not delivered due to an error or cancellation by Arvo Cleaning.
The service was paid for but clearly not performed as agreed, and a return visit is not feasible.
Refunds will be processed to the original method of payment and may take 5–7 business days to reflect, depending on your bank.
Refunds will not be granted if:
The service was completed but later altered or dirtied by occupants.
Access was denied at the time of service (see cancellation policy).
The client booked the wrong service type or provided incorrect information.
24 hours’ notice is required for cancellations or rescheduling.
Cancellations made with less than 24 hours’ notice may incur a late cancellation fee (typically up to 50% of the total booking).
If our cleaners arrive and are unable to access the property due to client error, a call-out fee will apply.
At Arvo Cleaning, we strive to provide the highest standard of cleaning services tailored to your needs. However, there are certain tasks and circumstances that fall outside our scope of service to ensure the safety of our staff, compliance with regulations, and the efficiency of our operations.
The following services are not included in our standard cleaning packages unless specifically agreed upon in writing:
Hazardous Material Handling:
Removal or cleaning of biohazards, mold, asbestos, or toxic substances.
Cleaning involving industrial or chemical spills.
Heavy Lifting or Furniture Moving:
Movement of heavy furniture or appliances beyond 25kg.
Repositioning of items without prior notice or client assistance.
Structural Repairs or Maintenance:
Services requiring specialized tools or involving plumbing, electrical work, or structural repairs.
High-Risk Areas:
Cleaning at heights beyond 3 meters without appropriate safety measures in place.
Roof cleaning or areas deemed unsafe by our staff.
Our team will not clean areas that are excessively cluttered or obstructed, which prevent effective cleaning.
Personal belongings and valuables should be secured before the cleaning appointment.
Pest Infestations: We do not provide cleaning services in areas with active infestations of insects or rodents.
Sanitary Concerns: Cleaning of pet waste, human waste, or bodily fluids is excluded unless explicitly stated in a specialized contract.
For contracts or tailored services, exclusions will be outlined and agreed upon with the client before commencing work.
All bookings must be confirmed in writing, via email, or through our online system.
A deposit or upfront payment may be required for large-scale or specialized cleaning services.
You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.
The Company is committed to delivering high-quality services.
If the Client is dissatisfied, the Company must be notified within 24 hours for a rectification service.
The Company reserves the right to amend these Terms and Conditions with 14 days’ notice to Clients.
The updated Terms and Conditions will be accessible on the Company’s website.
The Company may terminate services if the Client breaches these Terms and Conditions or fails to provide a safe working environment.
Clients may terminate services with adequate notice, subject to the cancellation policy.
You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 24 Hours before the service is to take place. If a cancellation is made within 24 Hours of the service , you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged.
We’re here to help! Business Hours (6:00 AM – 6:00 PM, Monday to Saturday): Please call us on +61415645347 for immediate assistance. Outside Business Hours: You can reply to this email directly. SMS/Call us on +61415645347. For Sending Photos: If you need to share photos, please email them to support@arvocleaning.com.au.
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3 Cimberwood Drive St, Melbourne City 3064, Australia
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