Our ‘100% Satisfaction Guarantee’ is valid for 7 business days (Monday to Friday – Excluding Weekends and Public Holidays) after the completion of any service provided the service was completed and payment was made in full.
If for some reason the service does not pass the customers satisfaction, the customer is required to lodge a complaint in writing within this time frame outlying the customers complaint and or issue with the service performed. Alpha Bond Cleaningwill then arrange a service provider to return to rectify any issue/s with the service provided without charge. Normally this process occurs within 48 hours of formal notification however Alpha Bond Cleaningreserves the right to re-attend up to 7 Business days (dependent upon the service provider’s availability to re-attend the premises) after receiving formal notification.
Before rectification works commence, the Customer is required to provide a rectification list of items containing a clear list of works to complete the service to the customer’s satisfaction (This list is usually provided by the property manager if you have booked an end of lease bond clean and are looking to satisfy your agent’s satisfaction). Our scope of work does not cover dust settlement that occurs naturally between the time of service and re-inspection nor does it cover cleaning a property after trades people have conducted work at your property after our cleaners have concluded their service. Please note that accumulation of dust over time is considered normal and activities such as ‘open homes’ are likely to speed up this process.
Although we aim to ensure every job is cleaned Professionally and every client is happy not all stains can be removed and not all cleaning is revivable. Our definition of Satisfaction pertains to a level of improvement not perfection ! Properties in a state of wear and tear or in some instances “Trashed Properties” cannot be renewed to brand new however we will do our upmost to ensure your property is cleaned professionally and looks great !
In the event you require a re-attendance clean it is a requirement within our T`s & C`s that either you (the customer), A customers representative or agent attends the property to ensure such satisfactions are then met.
WHAT TO EXPECT ON THE DAY OF SERVICE ?
Upon our cleaners initial inspection of your property our trained cleaning crews will advise you of any tricky areas or areas of concern that may require additional time, We will in addition make contact with you throughout the day to keep you updated should additional labour, equipment or products be required to complete the service in turn seeking your approval to continue or cease at the agreed time/rate should additional services or labour be required.
In providing our service/s, to you our cleaning teams will discuss with you the outcome they wish to achieve. If you are not fully satisfied with their cleaning or outcomes, they will redo any area of concern at no extra cost provided you are at the property on the day of service or contact us within 7 business days. If you are not at the property when the service is carried out, we are more than happy to return to your property given that the service was deemed complete on the day of service and you bring a copy of your entry & exit condition report outlining your agents concerns. To simplify the process we ask that your property manager or letting agent attend to any required fix up/s to meet our cleaners and or to ensure their satisfaction is met at this time!
We are so confident in our equipment, teams and serviceability that we offer this guarantee to our clients in writing. This Guarantee provides you with the confidence you need, to know that your bond won’t be held up in relation to poor cleaning services and if not cleaned to your agents standards, we will simply service the property again at no extra charge to you.
At Alpha Bond Cleaning we back our cleaners and in turn our clients! In fact we have a fully certified Real Estate agent in our operations team that will be more than happy to answer any questions you may have with regard to your vacating obligations. If needed we can provide information to tribunals, letting agents etc… Most rental properties are photographed for this very reason.
Please refer to our full terms & conditions for more information.
FREQUENTLY ASKED QUESTIONS (FAQ)
Q – Do you guarantee your service/s?
A – Yes, all of our services come with a 7“Business day” service guarantee in line with your property managers obligations under the act to complete your exit condition report within 3 business days. Should you (the customer) not be 100% satisfied with the level of cleanliness at the property our cleaners will re-attend FREE OF CHARGE given that on the day of service we have deemed the full service to be complete i.e. if additional time/labour is required on the day of service due to either the size or condition of your property and additional time/labour is declined by you then we will not guarantee the service as we would not deem the “Full Service” to have been completed.
Q – How many cleaners will we require to clean our property?
A – It all depends on the size and condition of your property however we find on average the best option is the 2 cleaner option as an average indication of time required to clean a property – Please note however that the time taken to clean a property is dependent on the size and condition of the property in question hence if it is filthy or larger than an average size house of similar characteristics it would be safe to assume additional time will be required on the day of service.
Q – If the cleaners require extra time on the day will they contact us?
A – Yes, the Cleaner in attendance or a staff member from the office will be in contact with you to discuss whether you wish to engage our services for the additionally requested time to complete the clean. Please note that you are under no obligation to accept the additionally requested time should it be required however we DO NOT guarantee services that are deemed to be incomplete.
Q – Is there any difference in cost if one or two cleaners attend ?
A – No, We charge our services providers out by the time they spent at your property; For example if you have a 3 bedroom property and only the minimum time is required to clean your property (i.e 6hrs labour) then 6hrs total labor will be completed if only one cleaner attends – If two cleaners attend then each cleaner will complete a total of 3 hrs each totaling 6hrs total labor.