Terms and Conditions

1. Company Information & Services

Our Comprehensive Cleaning Services

Service Areas

We proudly serve all areas across New South Wales (NSW), Australia, with plans for expansion to other regions. Our experienced team of 4 full-time and 50 casual cleaners ensures comprehensive coverage and quality service delivery.

2. Service Agreement & Booking

Booking Process

• Services can be booked through our online booking system at luxyangroup.com
• Phone bookings accepted during business hours: Monday to Friday, 9am to 5pm
• All bookings require confirmation within 24 hours
• Easy rescheduling options available for one-time and regular cleanings

Contract Terms

• Short-term contracts: 3-6 months (temporary needs/trials)
• Standard contracts: 12 months (most popular for offices, retail, strata)
• Long-term contracts: 24-36 months (large facilities with priority rates)
• Flexible no lock-in contracts available

3. Pricing & Payment Terms

Pricing Structure

• Transparent pricing with no hidden fees
• Custom packages tailored by building size and cleaning frequency
• Target profit margin of 60% across all contract types
• Competitive rates for long-term contracts
• Property size affects pricing (smaller properties = lower rates)

Payment Terms

• Payment due within 14 days of invoice date
• Accepted payment methods: Bank transfer, credit card, cash
• Late payment fees may apply after 30 days
• Regular cleaning services require payment in advance
• Bond cleaning payment due upon completion

4. Quality Assurance & Standards

Our Quality Promise

• Cleaning Quality: 95%+ pass rate standard
• Response Time: Client queries answered within 4 business hours
• Staff Attendance: 100% compliance guarantee
• Customer Satisfaction: Minimum 4.5/5 rating target
• Safety Record: Zero incident policy

Quality Control Measures

• Weekly and monthly site audits
• Digital checklists for all cleaning tasks
• Dedicated supervisors for quality oversight
• Monthly client feedback reviews
• Corrective action plans with 24-72 hour re-clean guarantee
• Biannual staff training programs

Professional Standards

• All staff are police-checked and fully insured
• Equipment inspected every 6 months for optimal performance
• Provide timely feedback on service quality
• Report any issues or concerns within 72 hours
• Maintain regular communication for ongoing services
• Notify of any changes to access arrangements
• Confirm appointments 24 hours in advance

Property Condition

• Ensure property is in reasonable condition for cleaning
• Report any pre-existing damage before service begins
• Maintain basic hygiene standards between cleanings
• Provide adequate storage for cleaning supplies if required

7. Cancellation & Rescheduling Policy

Cancellation Terms

• One-time services: 24-hour notice required
• Regular services: 48-hour notice required
• Commercial contracts: 7-day notice for cancellations
• Emergency situations: Same-day cancellations accepted
• Cancellation fees may apply for insufficient notice

Rescheduling Options

• Easy rescheduling available through online system
• Phone rescheduling during business hours
• No fees for rescheduling with adequate notice
• Alternative time slots offered when possible
• Weather-related rescheduling at no charge

8. Liability & Insurance

Our Liability Coverage

• $20 million public liability insurance coverage
• Full workers compensation for all staff
• Product liability insurance for cleaning materials
• Professional indemnity coverage
• Equipment damage protection

Limitation of Liability

• Liability limited to the cost of re-cleaning affected areas
• Not liable for pre-existing damage or wear
• Client must report damage within 24 hours
• Photographic evidence may be required
• Maximum liability per incident: $10,000

Client Property Protection

• All valuable items should be secured before cleaning
• We are not responsible for lost or misplaced items
• Fragile items should be removed or clearly marked
• Cash, jewelry, and documents are client's responsibility
• Pet safety is client's responsibility during cleaning

9. Complaint Resolution & Customer Service

Our Complaint Process

• Step 1: Contact cleaning team directly for immediate issues
• Step 2: Escalate to Director (Abishek) for unresolved matters
• Response Time: All complaints addressed within 4 business hours
• Resolution: Re-cleaning within 24-72 hours if required
• Follow-up: Quality assurance call within 48 hours

Contact Methods

• Urgent issues: Mobile phone contact
• Standard complaints: Email or online form
• Quality concerns: Direct supervisor contact
• Scheduling issues: Online booking system

10. Privacy & Data Protection

Information Collection

• We collect only necessary information for service delivery
• Personal details are stored securely and confidentially
• Access codes and keys are protected with strict protocols
• Communication
  • Provide timely feedback on cleaning performance
  • Report any issues or concerns within 72 hours
  • Maintain open communication channels via phone, email, or WhatsApp
  • Give reasonable notice for schedule changes or cancellations
  • Respond to service inquiries within reasonable timeframes

  Property Condition

  • Disclose any pre-existing damage or stains
  • Ensure premises are reasonably tidy before cleaning
  • Provide adequate lighting for cleaning tasks
  • Secure pets during cleaning sessions
  • Remove personal items that may obstruct cleaning

7. Cancellation & Rescheduling Policy

Cancellation Terms

• Regular Services: 24-hour notice required for cancellation
• One-time Services: 12-hour notice required
• Same-day cancellations: 50% cancellation fee applies
• No-show policy: Full service fee charged
• Weather cancellations: No fee, automatic rescheduling

Rescheduling Options

• Easy rescheduling available through online booking system
• Phone rescheduling during business hours: Monday-Friday, 9am-5pm
• No additional fees for rescheduling with proper notice
• Emergency rescheduling available for urgent situations

8. Liability & Insurance

Our Liability Coverage

• $20 million public liability insurance coverage
• Full workers compensation insurance for all staff
• Professional indemnity insurance for service quality
• Product liability coverage for cleaning materials
• Equipment insurance for all cleaning machinery

Limitation of Liability

• Luxyan Services is not liable for pre-existing damage
• Client must report damage within 24 hours of service completion
• Maximum liability limited to the cost of the specific cleaning service
• Not responsible for items not disclosed as valuable or fragile
• Force majeure events exclude liability (natural disasters, government restrictions)

Client Insurance Recommendations

• Clients advised to maintain adequate property insurance
• Valuable items should be secured or disclosed prior to cleaning
• Business clients should maintain commercial property coverage

9. Privacy & Data Protection

Information Collection

• We collect only necessary information for service delivery
• Personal details: name, address, phone, email
• Property access information and special requirements
• Payment and billing information
• Service feedback and quality assessments

Data Protection Compliance

• Full compliance with Australian Privacy Principles
• Secure storage of all client information
• Limited access to authorized personnel only
• No sharing of client data with third parties without consent
• Right to request data deletion upon service termination

Communication Privacy

• WhatsApp communications used for team coordination only
• Photo sharing limited to quality assurance purposes
• Client consent required for any promotional use of images
• Confidentiality maintained for all business premises

10. Complaint Resolution & Customer Service

Our Commitment to Excellence

• Client query response within 4 business hours guaranteed
• Direct access to decision-makers for quick resolution
• 24/7 fast response for urgent cleaning issues
• Minimum 4.5/5 customer satisfaction rating target

Complaint Handling Process

• Step 1: Contact us immediately via phone or email
• Step 2: We investigate and respond within 24 hours
• Step 3: Corrective action implemented within 24-72 hours
• Step 4: Follow-up to ensure complete satisfaction
• Escalation: Direct access to Director for unresolved issues

Issue Resolution System

• Level 1: Cleaning team supervisor resolution
• Level 2: Director intervention for complex issues
• Urgent issues: Mobile contact available
• Standard issues: Email support with tracking
• Quality complaints: Immediate re-clean guarantee

11. Technology & Communication

Digital Services

• Online booking system available 24/7 at luxyangroup.com
• Real-time reporting and service updates
• Digital checklists for quality assurance
• Tech-enabled operations for efficient service delivery
• Electronic invoicing and payment processing

Communication Channels

• Primary: Phone +61 404 682 072
• Email: abishek@luxyangroup.com
• Website: https://luxyangroup.com
• Business Hours: Monday to Friday, 9am to 5pm
• Emergency Contact: Available for urgent cleaning issues

Social Media Presence

• Facebook: Regular updates and customer engagement
• Instagram: Before/after photos and service showcases
• TikTok: Cleaning tips and behind-the-scenes content
• Professional networking through industry platforms

12. Service Modifications & Updates

Service Enhancement

• Continuous improvement based on client feedback
• Regular equipment upgrades and maintenance
• Staff training updates every 6 months
• New service offerings based on market demand
• Technology integration for better service delivery

Terms & Conditions Updates

• Terms may be updated to reflect service improvements
• Clients notified 30 days prior to any significant changes
• Updated terms posted on website with effective dates
• Continued service use constitutes acceptance of updated terms
• Right to terminate service if disagreeing with new terms

13. Termination of Services

Client-Initiated Termination

• 30-day written notice required for contract termination
• No penalty fees for flexible no lock-in contracts
• Final cleaning session must be completed and paid
• Return of any access keys or security devices
• Final invoice settlement within 14 days

Company-Initiated Termination

• Right to terminate for non-payment after 30 days
• Immediate termination for unsafe working conditions
• Termination for breach of terms and conditions
• 30-day notice for business operational changes
• Alternative service provider recommendations when possible

14. Legal & Regulatory Compliance

Australian Business Compliance

• ABN Registration: 93685640975
• Fair Work Australia: Full compliance with employment laws
• Australian Consumer Law: Consumer rights protection
• NSW Business Registration: Licensed to operate in NSW
• Industry Standards: Cleaning industry best practices

Regulatory Standards

• Work Health and Safety Act 2011 compliance
• Environmental protection regulations adherence
• Chemical handling and storage regulations
• Waste disposal and recycling compliance
• Building access and security regulations

Dispute Resolution

• Good faith negotiation as first resolution step
• Mediation through industry bodies if required
• NSW courts jurisdiction for legal disputes
• Australian Consumer Law protections apply
• Alternative dispute resolution preferred