Introduction
Welcome to Newy Cleaning Co. We are committed to excellence and customer satisfaction. By booking our services, you are agreeing to these terms and conditions. If you don't agree with any part of the document, please let us know before your first service.
Satisfaction Guarantee
We pride ourselves on our commitment to professional standards in all our service tasks. If you ever observe that a task included in your booking hasn't been performed to these standards, we assure you a responsive and fair resolution. Please inform us within 24 hours of service completion if this is the case. We will prioritise a return visit to re-service the items/areas in question at no extra charge, scheduling this at the earliest opportunity. This guarantees our way of upholding our high-quality promise to you, ensuring your complete satisfaction with our services.
Package-Based Service Model
Newy Cleaning Co delivers services using a package-based model to ensure comprehensive, outcome-focused results—instead of just hourly billing. Our packages bring predictable pricing, efficiency, and options tailored to your needs.
Why a package-based model benefits you:
• Predictable Pricing: Know exactly what you're paying for upfront, without any surprises.
• Efficiency and Focus: Our team concentrates on delivering the best results in the most effective manner.
• Customised Service: Tailored packages to suit different business requirements.
Customised Quotes
If our standard package doesn't fit, request a bespoke quote. We'll execute all quoted items to our high standards—anything extra can be added, but must be re-quoted and scheduled separately. Our team's time is valuable. If expectations change mid-service, we reserve the right to suspend or cancel, and may apply a cancellation fee.
Misleading information, especially about safety or access, may result in full-fee cancellation.
Booking Confirmation
Booking online reserves your preferred time, but it is only confirmed once our admin team has contacted you. Standard packages assume your property has been serviced within four weeks. If not, let us know so we can provide an accurate quote. All bookings are confirmed via email or phone.
Billing
By booking with Newy Cleaning Co a payment hold is placed on your preferred payment card for the full-service amount one day before your booked appointment. If the hold fails, we reserve the right to cancel any and all future appointments. The hold is charged with funds taken on the day of service.
In the event that a service has been delivered, and payment has not been received, the customer agrees and understands that a debt collection service may be engaged to recover withheld payment, and/or legal proceedings will be instigated to recover payment, with Newy Cleaning Co also to seek any additional costs to recover missing payment.
Service Technicians
Newy Cleaning Co services take every reasonable step when recruiting potential staff members to help us provide a high-level service and to build a safe and trusted brand in our community. As a part of our process, Newy Cleaning Co has mandated that all staff must pass a criminal history and background check before undertaking relevant training. Newy Cleaning Co has developed documented processes and policies outlining all behaviours and expectations, with each team member also receiving training on these matters before signing contracts, indicating their understanding.
Newy Cleaning Co carries all the relevant insurances for staff. By agreeing to book services through Newy Cleaning Co, you, the customer, are agreeing to raise any concerns in a timely manner (not longer than a 24-hour period) directly with us and not post publicly any content that could damage the reputation of Newy Cleaning Co or anyone affiliated with our company.
We provide evidence of staff screening on request. Employee misconduct is not tolerated; all legal matters are handled with full transparency. Incidents are dealt with individually and professionally.
Right to Refuse Service
We may refuse, cancel, or reschedule services for safety issues, hostility, unsanitary conditions, or ongoing miscommunication. If you fail to provide a safe environment (physical or digital), our team will stop providing service, and you'll be charged the full fee. We expect mutual respect—without it, there's no service.
Service Day Preparation
Prepare your workspace—physical or digital—so our team can deliver services without delay. For on-site appointments, ensure the area is accessible and free from obstacles; our technicians focus strictly on professional service, not setup or tidying. Any delays or unaddressed access issues, physical or virtual, may result in cancellation and a full fee to cover lost booking opportunities.
Add-On Services
Extra services (additional tasks) must be booked in advance. This ensures that adequate time and expertise are allocated for every requirement.
Pets Policy (on-site only)
We understand that pets are part of the family; however, we ask that all pets are fully secured during the duration of our cleaning service. This is in line with our Safe Work policy. Newy Cleaning Co reserves the right to cancel our service at full cost to the customer if this requirement is not met or if a technician is made to feel unsafe for any reason.
*Please Note: Newy Cleaning Co does not handle pet waste. Newy Cleaning Co will also not be held liable for any pet escaping or for the retrieval of any pet, as it is incumbent upon the customers to ensure all pets are secured correctly during any service provision.
Service Fees
Newy Cleaning Co reserves the right to make pricing increment adjustments at its own discretion, and adjustments will be communicated directly to each customer in writing, with no less than 14 days' notice given. This does not include any circumstance where the customer has deliberately provided misleading information on service conditions. Newy Cleaning Co reserves the right to either requote or cancel any service, with the customer incurring a full-service fee in any such instance, or to refuse services altogether if the need arises.
Payments
Payment is due on the day of service. Late payments may incur additional fees (except for funded services with terms expressed in the quote). It is also the responsibility of the client to ensure any such funding has been both approved and made available, unless the service is booked through a third-party funds manager, with a separate contract being created directly with the fund's manager.
Refund Policy
Aligned with Consumer Law Australia, we offer a re-service as part of our service guarantee. All concerns must be reported no later than 48 hours after service delivery; after such time, the matter will be considered resolved in the Newy Cleaning Co favour.
Lockouts and Cancellations
Cancellations within 24 hours of scheduled service (on-site or remote) incur the full fee. If you're absent or inaccessible (e.g., missing from a scheduled call, revoked digital access), we may suspend your account.
Service Supplies, Equipment & Digital Resources
We use our own tested equipment, digital tools, and platforms to provide consistent results. If specific items or licenses are required (e.g., collaborative documents), discuss and supply these at booking.
Items We Cannot Service
Specialised remediation—physical or digital (e.g., toxic mould removal, recovery of lost files not shared in advance)—is outside our standard offerings.
Unreachable Areas & Digital Accessibility
Our team does not move heavy furniture, climb ladders above safe height, or provide physical access to closed areas.
For digital services, work cannot proceed without secure, legal digital permissions and access.
Clients using non-compliant or unlicensed services elsewhere assume full responsibility for legal and financial risks.
Breakage/Damage & Loss Policy
Newy Cleaning Co is a fully registered, tax-paying company with documented processes and policies reinforced by regular training. We also carry both the right coverage and the right types of insurance to be considered a compliant business. This means every reasonable step has been taken to protect against personal liability (theft, damage) and public liability (accident).
By agreeing to use Newy Cleaning Co the customer agrees to view any potential theft or malicious damage as the action of the individual and not the company as a whole. Report any/all concerns directly to Newy Cleaning Co Management. Refrain from making posts or comments in any public forum that may negatively impact Newy Cleaning Co either directly or indirectly. All concerns must be brought to Management immediately within 24 hours.
Newy Cleaning Co has a zero tolerance for theft and will work with the customer to help resolve any legitimate concerns.
Photo, Video & Content Usage
By agreeing to use Newy Cleaning Co, you are agreeing to let us take and use picture/video content for training and marketing purposes. Newy Cleaning Co agrees not to use or publish any content obtained through our services that would positively identify the household dwellers or cause any potential physical or digital security risk.
Weather and Digital Infrastructure
Our technicians may utilise on-site climate resources for safety purposes. Digital service delivery relies on secure and reliable infrastructure; clients are responsible for ensuring high-speed connectivity and access when needed.
Holidays
Newy Cleaning Co does not work on public holidays or over the Christmas period. Your service will continue on the next scheduled date after the holiday period has passed.
Non-Solicitation of Employees & Digital Specialists
By booking with Newy Cleaning Co, you are entering into an agreement not to solicit any of our staff for any reason. We appreciate that you value the highly professional quality that our team brings, but please be aware that substantial time, effort, and money have been invested in each team member's development and support.
Intellectual Property Protection
Newy Cleaning Co holds its unique business model, branding, and proprietary methods as intellectual property. We pride ourselves on our innovation and originality in the Newy Cleaning Co industry, and by entering an agreement to use Newy Cleaning Co, you are also agreeing to honour the nonduplication or to make any false claim toward any area of our business development model.
Notice to Competitors and Other Entities: Copying or imitating any aspect of our business model, marketing materials, service packages, or operational strategies will be considered an infringement of our intellectual property rights. We reserve the right to take legal action against any individual or entity found to be replicating, in part or whole, any components of our business that are legally recognised as our intellectual property.
Client Communication
To ensure you are receiving the best possible outcome, please make sure you communicate directly with our dedicated full-time administration team. You can contact us via email, Facebook Messenger, or call us, and our team will respond promptly (within business hours). We also request that any change of contact or service delivery information be communicated in a timely manner for us to ensure professional services are not disrupted or impeded.
Please contact us at any time with any feedback, so we can ensure we provide you with the highest quality service possible.
Email: [email protected]
Phone: 0482 072 697
Social Media & Promotions
Follow us on social media for updates and promotions. We appreciate your likes and shares! Give us a 5-star review on Facebook or Google and send us a screenshot to receive a free gift of appreciation.
Contact Us
For any questions about these terms, please reach out to our customer support on 0482 072 697.
