Cancellation Policy, Payment Terms & Complaints As at January 1st 2018:

Cancellation Policy:

Cancellation of Clean – one off:

In the unfortunate circumstance that you need to cancel your cleaning time, it is appreciated that 12 to 24 hours’ notice is given. I do know that in some circumstances this cannot be helped. Should 12 hour’s notice not be given a fee of $30 may be charged via invoice. (This is a case-by-case fee).
Invoice will be emailed to you & payment is expected within 3 days.

If I need to change/cancel a clean I will contact, you as soon as possible & where available shall offer you another day. Unfortunately, I get sick too. I also have 3 children at home, and if one of them is sick & I have no back up care I may need to cancel. But that is in extreme cases.
Where possible other days may be offered if available.


Cancellation of Service:

Should you wish to cancel your cleaning service with TLD Cleaning Solutions, 7 to 10 day’s notice is requested.
If this is not given a fee of $30 will be charged via invoice.

I do have a high demand for appointments for cleaning, so the more notice given the higher the chance that I can fill your spot & no cancelation fee is payable

 

Payment Terms:

Payment is strictly COD OR a 7-day invoice issued via email as arranged with Tammy.
Bank deposit is our preferred payment method.
We do have the option of paying securely via credit card. As of October 1st 2018 a fee of 30 cents + 1.75% per transaction will be payable for this option.
If for any reason you are unable to pay by the due date, please contact Tammy as soon as possible to organise an alternate arrangement.
Should an invoice not be paid within 14 days a $10 late fee will be added.
Invoices outstanding longer than 14 days will have the late fee plus a 1.5% interest  per week added.

Invoices are sent via email on the day of your service.
Please make sure the email invoices@tldcleaningsolutions.com.au is in your safe senders list so the invoices do not end up being spammed.

Suspension of Service:  should you have two (2) invoices outstanding on your account, your service may be suspended, with a minimum 24 hours’ notice. Services will not resume until your account is paid in full. Once payment has been received for accounts in arrears, your service will be resumed, and payment will need to be received by the night prior to your scheduled service until further notice.

Collection Fees: Should outstanding accounts require the services of a collection agency, the fees for this service will be added to the outstanding invoices & payable by the client.

 

Holidays:
I do not work on Public Holidays.
I also generally take some time off for school holidays each school term and up to two weeks at Christmas time.
I endeavour to give at least ten days’ notice prior to commencing my time off.
If you are going on holidays & wish to suspend your cleaning for a short period of time, please give seven days (7) notice where possible.

Complaints:

Should you not be happy with the service that I have provided you or something is not completed to your satisfaction, please make contact with me ASAP (as soon as possible) and within 24 hours of your service time. I shall endeavour to rectify the complaint within 48 hours at no charge to you. It is important that you are happy with the service I am providing.

Questions?

Should you have any questions or concerns about your clean or payment, please do feel free to contact me as soon as possible. I like to think that I am an approachable person.

Regards,

Tammy Owner/Operator