A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore a team of 2 professionals completing 1 hour of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures please get in touch with us at contact@greenwavecleaning.com.au prior to your scheduled cleaning. We have a 2 labour hours minimum for an hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicles.

All prices based on the number of bedrooms & bathrooms inside your home are based on the time average. Most of our cleaning is completed well at the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. green wave eco cleaning will reserve the right to re-evaluate rates at any time, based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the cleaning time will exceed significantly from our maximum time assumption.

Our customer service guarantee represents our commitment to you. If you have a concern with the cleaning service you have received, we will work with you to make it right.

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Here’s the procedure:

• Contact us by email only, within 48 hours of your cleaning and provide us with details of your concerns and issues.

• Photos or videos of concerned areas may be required prior to revisiting.

• We will reschedule the cleaning at no cost to you within a maximum of 7 days. Our team will return to your home and address the areas of concern. Please note that re-cleans must be completed within 7 business days of the last service to be eligible.

Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like this: 8:00 am - 9:00 am, 1:00 pm- 2:00 pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.

Certain areas, such as inside oven glass panels and work THAT REQUIRE EXTRA TOOLS THAT ARE NOT USUALLY USED FROM OUR CLEANING TEAM, are not included in any clean package. These services MIGHT be provided at an additional cost and must be requested at the time of booking PRIOR to THE SERVICE.

Our cleaning professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your cleaning, notification of such an event must be made to us within 48 hours of service, by email only. please provide us with a photo and proof that it was caused by one of our cleaners and an estimate of the damages. Once we receive the notification, we will try our best to repair or replace the broken, damaged or lost item, if this is a reasonable claim.

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green wave eco cleaning reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.

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green wave eco cleaning is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this attention.

Human and animal urine and feces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens.

A biohazard is an organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case, where the cleaner feels unsafe we have the right to cancel the service.

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job for the client's expectations. In the event that cleaning teams decide to refuse service, you will be charged A$50 or in some situations 30% of the amount pre-paid for your service booking fee due to an incorrect description of the job. This fee is in place to cover expenses they incur for lost travel time and fuel.

Final charged amount - Note that tHE QUOTE PROVIDED BY US, FOR anyone's END OF LEASE CLEANING is an estimation, based on the info provided by each customer individually, it may change if conditions are not as described and need more time.

no cost rectification Returns - We only offer a no-cost return rectification service for missing areas of your unit, house or apartment, upon exit condition report of real state/ manager, been sent or forwarded to our email, as this list will be followed by our team to complete their reasonable and achievable requirements.

This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time when cleaners have no choice but to use paid parking, we will ask for your agreement prior and add the cost to your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.

All cleaning cancellations/rescheduling must be made 24 hours prior to the cleaning service scheduled date. If cleaning is within the 24-hour period before the service is to be rendered, the customer may be charged 70% of paid invoice or invoice price as a cancellation fee to cover the cost of the disrupted service. Please be aware that cancellations do impact the cleaner's potential daily earnings and disrupt their schedule.

Repeated cancellations or offences will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.

Please ensure that the cleaning professional has full accessibility to your home during the service. This includes having running water, electricity and the ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

IT is important to distinguish between deep cleaning and bond cleaning. Deep cleaning involves thorough cleaning of your home but may not cover the level of detail required for bond cleaning. For bond cleaning services, please specify this at the time of booking for an accurate quote.

We reserve the right to cancel/reschedule any services in the event that our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A fee may be assessed in the event that the cleaners cannot enter the property due to unsecured pets.

Clients are required to provide detailed information about specific cleaning needs or challenges in their home (e.g., excessive pet hair, high levels of dirt or grime) prior to service. This will allow us to allocate sufficient time and resources. Failure to provide this information may result in incomplete cleaning of certain areas due to time constraints.

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $75 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.

green wave eco cleaning is not responsible for any keys given to our cleaners due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.

An invoice will be issued as soon as customer book in their cleanings, for first time service we require a full payment prior cleaning date. We accept Bank Transfer Deposit or Credit or Debit Card only.

any further services might be charged after cleaning is complete, within due date of 2 business days,  depending on the deal with each client.

We do NOT offer any refund for any pre-paid booking, as we have administrative costings to process your booking and cleaning crew allocated for you. 

If you have a cleaning booked with us and you can't have it or attend to it, by giving notice at least 24 hours prior your booked date, we can give you a voucher valuated on the cleaning price you have got, this voucher can be used within 6 months from the issued date.

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high-reach areas (more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

We do NOT offer any refund for any pre-paid booking, as we have administrative costs to process your booking and cleaning crew allocated for you. 

If you have a cleaning booked with us and you can't have it or attend to it, by giving notice at least 24 hours prior to your booked date, we can give you a voucher evaluated on the cleaning price you have got, this voucher can be used within 6 months from the issued date.

Our offices are closed during QLD and NSW Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.

We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include car accidents, traffic blocks, health & family emergencies, etc. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.

We reserve the right to refuse/cancel service for any reason. Reasons may include:

• Professionals feel threatened, unsafe, or uncomfortable for any reason.

• Professionals are not able to complete requests within the maximum time limit set.

• The condition of the property is not as described by the client.

• The job requested is not as described by the client.