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Service Exclusions

To maintain professional health and safety standards, please note the following policies, these policies ensure a safe working environment and helps to prevent injury of our cleaners and protects your property from accidental damage.

Heavy or Large Items

  • Weight Restrictions: Our cleaning team is restricted from lifting or moving items exceeding 5–10kg.

  • Safety Priority: To prevent injury, staff will not move any object that is deemed challenging for a single person to handle safely.

  • Client Preparation: If cleaning is required behind or under heavy furniture or appliances, please ensure these items are moved prior to our team's arrival or they are moved by you while the cleaner is present.

Non-Reachable Areas

  • Height Restrictions: For the safety of our team, we do not clean areas that cannot be reached by an average person without specialised equipment.

  • Equipment Limits: Cleaners may use a 2 to 3 step ladder to access moderately elevated surfaces where necessary.

  • Excluded Areas: We do not service areas higher than what can be safely accessed from a 3-step ladder. This includes high ceilings, skylights, or any space requiring industrial height-safety systems or extension ladders.

  • Safety Compliance: In accordance with workplace safety guidelines, staff are prohibited from overreaching or standing on furniture to access high areas.

Grout Cleaning

  • Service Scope: We provide standard grout cleaning to shower walls and floor only.

  • Excluded Areas: We do not clean grout on general floors or walls, as these surfaces require heavy-duty machinery and specialised restoration equipment.

  • Referrals: For deep-tissue grout restoration outside of the shower, we recommend contacting a floor-surfacing specialist.

Ceilings

  • Service Exclusion: We do not wash or wipe down ceilings under any circumstances, this ensures there is no potential damage to ceiling finishes.

  • Dusting Services: Our team can dust and wipe reachable surfaces, as well as use extendable poles to remove dust and cobwebs from high areas.

Light Fittings and Fans

  • Service Scope: We provide high-access dusting for ceiling fans and light fittings using extendable poles (end of lease cleans only).

  • Wiping Exclusion: For safety reasons, our team is unable to hand-wipe or wash these fixtures, as they are positioned beyond a safe height for manual access.

Ovens

  • Service Scope: we provide oven cleaning to the interior and exterior of your appliance, our team does not perform any mechanical disassembly of the oven including removing inner glass.

Balcony & Balustrades

  • Service Scope: Balcony cleaning includes balcony doors and glass balustrades.

  • Safety Restrictions: In accordance with workplace safety regulations, our teams are prohibited from using step ladders while working on balconies.

  • Exclusions: We cannot clean any areas unreachable from the ground, including the outside of glass balustrades or high-level surfaces.

Rubbish Removal

  • Internal Waste: Our team will empty internal bins and replace liners throughout the home.

  • Kerbside Assistance: For hourly services, we can assist with moving household bins to the street for collection.

  • Removal Exclusion: We are unable to transport or take any rubbish away from the property.

Human/Animal Waste

  • Our team will not clean human or animal waste, this includes the cleaning or emptying of pet litter trays.

Stained Silicone

  • Service Limitation: While we aim for a thorough finish, we cannot remove mould stains from silicone.

  • Technical Reason: Mould often penetrates the silicone material, making it impossible to remove with standard cleaning techniques.

  • Recommended Solution: For a permanent result, we recommend the replacement of the silicone.

  • Treatment Limitations: While bleaching may offer a temporary aesthetic improvement, it does not stop mould from regrowing within the sealant.

Removal of Any Adhesives

  • Service Exclusion: Our team is unable to remove any adhesives from surfaces, including Blu-Tack, stickers, or adhesive hooks.

  • Liability & Risk: This policy is in place due to the high risk of peeling or damaging wall paint during the removal process.

  • Recommendation: To ensure the integrity of your wall surfaces, we recommend that clients remove these items personally using specialised adhesive removers.

Ladders

  • Equipment Availability: Our teams are only allowed to use a 2–3 step ladder.

  • Safety Restrictions: For insurance and safety reasons, we are strictly prohibited from using ladders larger than 3 steps.

Paint Removal

  • Service Exclusion: Our team will not remove paint splatters or spills from any surface.

  • Liability & Risk: This policy is in place to prevent potential scratches or damage to surfaces that can occur when scraping or using harsh chemical paint strippers.

  • Recommendation: For professional paint removal, we suggest engaging a specialised cleaning professional.

Air Conditioning Filters

  • Service Exclusion: Our team is unable to clean air conditioning filters.

  • Recommendation: To ensure your unit operates safely and efficiently, we recommend having air conditioning systems professionally serviced by a licensed technician.

Removal or Cleaning of Fly Wire Screens

  • Service Exclusion: Our team is unable to remove or clean fly screens.

  • Risk Mitigation: Due to the age and brittle nature of many screens, there is a significant risk of frames or mesh breaking during removal.

Curtains

  • Service Exclusion: Our team is unable to clean curtains or upholstery.

  • Recommendation: Due to the delicate nature of these materials and the risk of shrinkage or fabric damage, we recommend using a specialised professional dry-cleaning service.

Windows

  • Service Scope: Our window cleaning services are strictly limited to the internal glass, frames, and sills.

High Pressure Cleaning

  • Equipment Limitation: Our teams are not equipped with high-pressure hoses or pressure-washing machinery.

  • Service Scope: We utilise manual cleaning methods for external surfaces.

  • Recommendation: For heavy-duty tasks requiring high-pressure cleaning (such as driveways or deep masonry cleaning), we suggest engaging a specialised pressure-washing professional.

Concrete Stains

  • Service Limitation: Our team are unable to remove stains from concrete surfaces, including oil, grease, or chemical discolouration.

  • Technical Reason: Concrete is porous, and most stains require specialised industrial chemicals and high-pressure equipment to lift.

  • Recommendation: For deep-stain removal, we recommend engaging a professional concrete cleaning or pressure-washing specialist.

Garages / Workshops / Sheds / Outbuilding

  • Service Exclusion: Our team are unable to clean garages, workshops, sheds, or other outbuildings. Our cleaning services are strictly limited to the primary residential living areas of the home.

  • Reasoning: These areas often involve specialised hazards, industrial debris, or storage conditions that fall outside our standard domestic cleaning scope and insurance coverage.

Outside of the Property

  • Service Scope: We do not provide cleaning for areas outside the property, with the exception of balconies and porch areas.

  • Exclusions: All other external areas, including driveways, pathways, exterior walls and exterior glass are excluded from our service.

Gardens

  • Service Exclusion: Our teams are not equipped or insured to provide gardening, lawn mowing, or landscaping services.

  • Recommendation: For any garden maintenance or yard work, we recommend engaging a qualified landscaping professional.

Pools

  • Service Exclusion: Our team is unable to provide any pool cleaning or maintenance services.

  • Specialised Care: To ensure the correct chemical balance and technical care of your pool, we recommend engaging a certified pool technician.

BBQs

  • Service Exclusion: Our team are unable to provide BBQ cleaning services.

  • Equipment Limitation: Our staff are not equipped with the specialised heavy-duty degreasers or abrasive tools required for BBQ maintenance.

  • Recommendation: For thorough sanitation and grease removal, we suggest engaging a specialised BBQ cleaning professional.

Pest control

  • Right of Refusal: Our staff reserve the right to decline service if any form of pest infestation is identified upon arrival.

  • Professional Recommendation: To avoid service cancellations, please ensure any pest issues are professionally treated and resolved before you schedule a clean.

  • Service Requirement: Professional pest treatment ensures that the environment is sanitary and safe for our teams to perform their work effectively.

Should you require clarification or have any concerns regarding our service exclusions, please contact our team via email. We are happy to discuss how these policies apply to your specific requirements.

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