Terms and Conditions

Miracle Maid Pty Ltd (A.B.N. 82 630 271 653) (“Miracle Maid”) operates an online platform at www.miraclemaid.com.au (the “Website”) through which customers (“Users”) can book a Cleaner for the provision of cleaning services (“Cleaning Services”), by submitting a Booking Request. Miracle Maid then matches the most suitable Cleaner from its database of Cleaners to the Booking Request.

This is a contract between Miracle Maid and the Users.

The Cleaner is in the business of providing Cleaning Services.

Miracle Maid enters into agreements with Users for and on behalf of Cleaners for the provision of Cleaning Services to Users.

The User enters into two contractual relationships. The first contract being with Miracle Maid, governing the access to and use of the Website accordance with the terms and conditions of this Agreement. The second contract being with Miracle Maid as agent for the Cleaner for the provision of the Cleaning Services (“Cleaning Agreement”).

The User is deemed to have entered into this Contract and a contractual relationship with Miracle Maid through the making and acceptance of a Booking.

AND THE PARTIES HEREBY AGREE:

Access to and use of the Website is subject to the terms and conditions outlined in this agreement (the “Terms”).

DEFINITIONS AND INTERPRETATION

1.1. In these Terms (including the recitals), unless the context otherwise requires:

“Booking” means the booking made by you on the Website the provision of Cleaning Services;
“Booking System” means the online system which enables you to make a Booking;
“Cleaning Fee” means the fee, as advised by Miracle Maid from time to time, (inclusive of goods and service tax, if applicable) for the Cleaning Services charged on an hourly basis or flat price and invoiced by Miracle Maid;
“Equipment and Materials” means any equipment (i.e. vacuums, mops, etc.) and materials (i.e. cleaning products, cloths, etc.) that may be necessary to complete a Cleaning Service;
“Intellectual Property Rights” means all present and future rights anywhere in the world in relation to copyright, trademarks, designs, patents or other proprietary rights, or any rights to registration of such rights whether existing before or after your access to the Website;
“Job” means any domestic or commercial cleaning service booked by a User on the Miracle Maid website or through communication with Miracle Maid staff;
“Payment Amount” means the amount that you are required to pay for the Cleaning Services under your Booking;
“Site Content” means all material, content and information made available on the Website including but not limited to written text, graphics, images, photographs, logos, trademarks, audio material, video material and any other forms of expression;
“you”, “your” means you as the user of the Website.

1.2. In these Terms, unless the context otherwise requires:

(a) headings are for convenience only and do not affect its interpretation or construction;

(b) the singular includes the plural and vice versa;

(d) the word “person” means a natural person and any association, body or entity whether incorporated or not;

(e) a reference to a statute, code or other law includes regulations and other instruments under it and consolidations, amendments, re-enactments or replacements of any of them;

(f) a reference to “$” or “dollars” is to Australian dollars;

1.3. Where any word or phrase is defined, any other part of speech or other grammatical forms of that word or phrase has a cognate meaning.

TERMS AND CONDITIONS

2.1. Access to and use of this Website is governed by these Terms.

2.2. Miracle Maid periodically reviews the Terms and reserves the right to change the Terms, without any notice to you, by updating this document. You should review this document, as available on the Website, regularly as any changes to the Terms take immediate effect from the date of the publication on this document. Your continued use of the Website after any such changes are made will be deemed to constitute your acceptance of those changes.

2.3. You acknowledge that any hyperlinks or other redirection tools taking you to Third Party Sites that appear on the Website are not controlled by Miracle Maid and do not form part of the Website. You agree that you will not hold Miracle Maid liable or in any way accountable for anything that occurs on any Third Party Site.

ACCEPTANCE

3.1. In order to use this Website and make a Booking, you must first agree to the Terms.

3.2. You accept the Terms by: (a) creating a User Profile; and (b) clicking to accept/agree to the Terms.

3.3. Notwithstanding clause 3.2, you may not accept the Terms or access the Website if: (a) you are not of legal age to form a binding contract with Miracle Maid; or (b) you are a person barred from entering into contracts under legislation, in which case, you must immediately leave the Website.

3.4. By accepting the Terms, you agree that this is clear and unequivocal proof that the Terms are not unconscionable, that there is no unfair bargaining power or position, that there is no duress, and that you have carefully read and understood the Terms.

3.5. If you do not understand any part of the Terms you should seek independent legal advice.

USER PROFILE

4.1. You will be required to register your personal information, including your name, address, phone number and payment details on the Website in order to make a Booking (“User Profile”).

4.2. You will be issued with a username and password which are linked to your User Profile. The username and password are personal to you and are not transferable. You are responsible for all information posted on or transmitted via the Booking System by anyone using your username and password and any payments due for the Cleaning Services acquired through the Booking System by anyone using your username and password. You should notify us of any breach of security of your username and password immediately.

4.3. You confirm that you are at least 18 years of age and possess the legal authority to use the Booking System in accordance with these Terms. You also agree that all information supplied by you in using the Website and the Booking System will be true and accurate at all times.

4.4. Miracle Maid may delete or block User Profiles at its own discretion. Blocked users are prohibited from setting up a new User Profile.

BOOKING SYSTEM

5.1. To make a Booking you must login to your User Profile and use the Booking System to request a Booking. There is a minimum two (2) hour duration for hourly bookings and a minimum of one bedroom for flat priced bookings. You will receive a Booking confirmation receipt from Miracle Maid after submitting your Booking request.

5.2. Miracle Maid will then make your contact details, location, requested time and the scope of the Cleaning Service available to their Cleaner network. An available Cleaner will then confirm their acceptance of the Booking.

5.3. You are able to request a preferred Cleaner. Miracle Maid will take your preference into account when facilitating the Cleaning Service, however a specific Cleaner cannot be guaranteed and will depend on the Cleaner’s availability.

5.4. When a Booking is confirmed by a Cleaner, Miracle Maid will issue you with an acceptance email and attach the Cleaning Agreement that constitutes the relationship between you and the Cleaner for the provision of the Cleaning services. Miracle Maid will not, in anyway, be involved in the Cleaning Agreement between you and the Cleaner, aside from processing the Payment Amount on behalf of the Cleaner and providing you with an invoice in accordance with clause 6.4.

5.5. If the requested Cleaner cannot fulfill your Booking, Miracle Maid will arrange an alternative Cleaner for the requested Booking time.

5.6. If the requested Booking cannot be facilitated, Miracle Maid will arrange an alternative time for the Cleaning Service with you and a Cleaner.

5.7. You are not permitted to engage the Cleaning Services of a Cleaner other than through the Booking System on the Website.

5.8. The Booking System is provided on the Website to enable you to make legitimate Bookings and to make payments for those Bookings, and for no other purposes.

5.9. Any speculative, false or fraudulent Booking is prohibited. You agree that the Booking System will only be used to make legitimate Bookings for you or another person for whom you are legally authorised to act. You acknowledge that abuse of the Booking System may result in you being denied access to the Booking System.

5.10. Miracle Maid has the right at any time to add, change or withdraw functions available on the Website at its own discretion.

5.11. It is imperative that when booking a service, that the User picks the correct service. Hourly rates cannot be used for move-in move-out services. Nor is a deep clean to be selected in place of our Move in Move out service.

5.12. If a User books an hourly service or deep clean when they are moving out from their home, the User gives us the right to charge the move in/move out cost to them.

5.13. We will let the User know in advance that we will be charging a move-in/move-out rate, via email and text message.

5.14. If the User refuses to pay the excess, the User gives us the right to cancel the job and charge a non-refundable fee equivalent to one hour’s work for two cleaners.

PAYMENT

6.1. You agree that at the time of the first Booking, your payment details will be transferred to Miracle Maid’s secure payment gateway. Upon the successful Booking, Miracle Maid will take payment for the Booking. You must ensure that sufficient funds are available for debit at that time. Fees and charges relating to insufficient funds at time of debit will be passed onto you.

6.2. If you making a recurring Booking, your payment details will be transferred to Miracle Maid’s secure payment gateway 48 hours prior to the scheduled Cleaning Services in the recurring booking, Miracle Maid will take payment for the Cleaning Services. You must ensure that sufficient funds are available for debit at that time. Fees and charges relating to insufficient funds at time of debit will be passed onto you.

6.3. On receipt of the Cleaning Fee, Miracle Maid will hold the Cleaning Fee on behalf of the Cleaner until such time as it accounts to the Cleaner, pays a refund to you (if you are entitled to a refund) or credits payment of our fees and charges. No interest will be payable by Miracle Maid to you or the Cleaner on amounts held by Miracle Maid.

6.4. Miracle Maid, on behalf and in the name of the Cleaner, will issue you with a tax invoice.

6.5. Late Payments, If for any reason your payment does not go through by 7 days of the service being completed, you will be sent a PayPal invoice to be paid within 10 days, If you don’t pay the account with 10 days you agree to pay a late fee of $20 per day. If your account is still not paid after 14 days, it will be sent to collections. By using the services of Miracle Maid, you agree to pay a compounded late fee as well as any fees associated with collection of the debt.

6.6. Users whose Job Fees are 30 days or more overdue shall pay a late payment administration fee in addition to the total Job Fee. The late payment administration fee owed on Job Fees 30 days or more overdue will be equal to 10% of the total Job Fee.

6.7. Users agree not to pay Cleaners directly. Any work done in connection to payments made by Users directly to Cleaners will void all guarantees and Miracle Maid will not be liable for any work performed in connection to the payment made directly to the Cleaner.

6.8. If the User does not pay Miracle Maid the Job Fee plus the 10% late payment administration fee within 90 from the date of the Job, then Miracle Maid will engage a debt collector and the User shall pay for the debt collection fees in addition to the Job Fee and the late payment administration fee owed.

CHANGES AND CANCELLATIONS

7.1. You can cancel or amend a Booking free of charge, up to 24 hours before the Cleaning Service is scheduled to begin.

7.2. If you cancel or amend a Booking within 24 hours before the Cleaning Service is scheduled to begin, you will have to pay cancellation costs equivalent to $60.

7.2.1. We go to great lengths to organize the schedule of our cleaning teams. If our cleaners reach your home and are unable to gain access, and you have not cancelled the appointment we reserve the right to charge full price of the total cost of the invoice. This is due to the fact that our teams will lose part of their income and this is to cover costs of reimbursement, travel, and a holding fee for the space your booking took up in our schedule.

7.3. You cannot amend, extend or cancel a Booking during the performance of the Services.

7.4. The Cleaning Agreement shall expire once the Cleaning Services under the Booking have been performed.

7.5. If the Cleaner is unable to fulfil a confirmed Booking (in full or part), Miracle Maid will attempt to find you a replacement Cleaner. If we cannot find you an alternative Cleaner, we will reschedule your Booking to a new time which suits you. If we cannot find a suitable time for you, you may cancel the Booking at no charge.

CLEANING SERVICES

8.1. Miracle Maid operates the Website as a third party facilitator for the Cleaning Services and provides you with the platform to purchase the Cleaning Services.

8.2. Miracle Maid is not an agent or broker for you. You enter into any transaction with Miracle Maid on behalf of a Cleaner entirely at your own risk.

8.3. Miracle Maid uses their best efforts to monitor the Cleaning Services offered by a Cleaner. However, Miracle Maid does not make any representation as to the safety, quality, condition or description of any products used or Cleaning Services provided by Cleaner. Any issues regarding safety, quality, condition or description should be notified to Miracle Maid, who will then pass the issue onto the Cleaner designated to your Booking. You should refer to the terms and conditions of your Cleaning Agreement for further information.

8.4. All bookings are subject to Cleaner availability.

8.5. Our service provision is guided by a specific service based outcome. By booking our service you acknowledge that there are differences between our standard, general, deep and move-in/move-out cleaning services and that such services cannot be booked in place of another.

8.6. By booking our service you also agree that the following are extra services that require specific selection upon booking and are not part of our standard service agreement, they include the cleaning of light fixtures, blinds, curtains, ceilings, walls, carpet steam cleaning, excessive grout cleaning, inside cupboards, exterior and interior windows, balcony, oven and fridge cleaning.

8.7. We will not provide any refunds or discounts for services rendered whereby a service was assumed to be included but was not completed due to not having been booked. We will also not consider a complaint, where a service was assumed to be included but was not completed due to not having been booked.

8.8. Moving heavy furniture, fixtures or gym equipment over sensitive natural stone, wood or tiled floors will be assessed by our team on a house-by-house basis. If there is a risk of damage to your floor, fixture or surfaces then we reserve the right not to move heavy furniture, fixtures or gym equipment. We will not provide any discounts or refunds as a result of the decision to not move furniture if there is a significant risk of damage.

8.9. You agree that threats of legal action or threats to damage our reputation unless we pay you or refund you on the spot for incorrect services booked by you will be taken as libel, or blackmail and will be documented and used as evidence in civil action against you.

TERMINATION

9.1. Miracle Maid may at its discretion terminate your use of, or access to, the Website at any time. If this happens, we may notify you by email. If your use of the Website is terminated:

(a) you are no longer authorised to access the Website or use any other Miracle Maid services with the email address you used to register with the Website or any other email address you possess;

(b) you will continue to be subject to and bound by all restrictions imposed on you by the Terms; and

(c) all licences granted by you and all disclaimers by Miracle Maid and limitations of Miracle Maid’s liability set out in the Terms or elsewhere on the Website will survive termination.

9.2. You may terminate this agreement by emailing Miracle Maid at hello@miraclemaid.com.au. Miracle Maid will disable your User Profile within fourteen (14) days of receipt of the email.

DISPUTE RESOLUTION POLICY

10.1. Miracle Maid will use reasonable endeavours to mediate any dispute concerning the use of the Website.

10.2. Disputes in relation to the Cleaning Services carried out by a Cleaner or any other issue will be referred, where appropriate, to external dispute resolution

10.3. Dispute Resolution for General Cleaning Services:

(a) If there are any issues or dissatisfaction with the cleaning services provided, the client must notify Miracle Maid within 24 hours of the completion of the service. Notifications received beyond this 24-hour window may not be considered, or may be addressed at Miracle Maid’s discretion.

(b) Upon receiving a valid notification of a cleaning issue, Miracle Maid will investigate the claim made by the client. If the claim is found to be true and the issue is due to the fault of Miracle Maid or its service providers, Miracle Maid will arrange a re-clean of the areas identified in the client’s claim.

(c) The client must accept the re-cleaning as the primary resolution for any validated cleaning issues. Refunds or monetary compensation will not be offered as the first course of action.

(d) If the client refuses to accept a re-clean and instead demands a refund or monetary compensation, Miracle Maid reserves the right to decline such requests and will only proceed with the re-clean as the resolution.

(e) In the event of any disputes or legal proceedings, the client agrees to first participate in good faith negotiations with Miracle Maid to resolve the issue before taking any legal action.

(f) If a resolution cannot be reached through negotiation, the client agrees to participate in mediation or arbitration before pursuing any other legal remedies.

(g) This dispute resolution process is the exclusive means for resolving any disputes or claims related to the cleaning services provided by Miracle Maid.

10.4. Dispute Resolution for End of Lease Cleaning Services:

(a) For any end of lease cleaning service, the client must report any issues or dissatisfaction with the cleaning to Miracle Maid within 72 hours of the completion of the service.

(b) Additionally, the inspection of the property by the property manager or real estate agency must be conducted within 72 hours of the completion of the cleaning service. Any issues identified during this inspection must be reported to Miracle Maid within the same 72-hour window.

(c) If any issues are reported within the specified 72-hour timeframe and are found to be valid and due to the fault of Miracle Maid or its service providers, Miracle Maid will arrange a re-clean of the areas identified in the report. The client must allow Miracle Maid the opportunity to rectify the issues through a re-clean.

(d) The client cannot demand a refund for end of lease cleaning services if issues are identified. The primary resolution will be a re-clean of the affected areas by Miracle Maid.

(e) Miracle Maid’s bond back guarantee only applies to the services and areas covered in the standard end of lease cleaning checklist. If the client omits any areas or requests additional services not included in the standard checklist, those areas or services will not be covered by the bond back guarantee.

(f) The re-clean will only address the issues reported within the 72-hour window and will only cover areas included in the original end of lease cleaning checklist.

(g) If the client does not report any issues within the 72-hour timeframe or if the property manager or real estate agency does not conduct an inspection within 72 hours, Miracle Maid will consider the end of lease cleaning service to have been completed satisfactorily, and no further action will be required.

(h) In the event of any disputes or legal proceedings related to end of lease cleaning services, the client agrees to first participate in good faith negotiations with Miracle Maid to resolve the issue before taking any legal action. If a resolution cannot be reached through negotiation, the client agrees to participate in mediation or arbitration before pursuing any other legal remedies.

COMPLAINT PROCEDURE

11.1. All complaints must be submitted in writing to hello@miraclemaid.com.au within 24 hours of the service for general cleaning services, or within 72 hours for end of lease cleaning services.

11.2. Complaints must include the client’s name, contact number, complaint date, and a detailed explanation with supporting documentation.

11.3. Complaints must also specify the desired resolution.

11.4. The client acknowledges their ability to access the complaint procedure on the Miracle Maid website.

11.5. If the client does not follow the complaint procedure, Miracle Maid reserves the right to dismiss the complaint or take no further action at its discretion.

INTELLECTUAL PROPERTY

12.1. The Site Content is protected by copyright and Miracle Maid reserves all Intellectual Property Rights which may subsist in the Site Content and/or the Website.

12.2. By accepting the Terms, you are granted a non-exclusive licence to: (a) view the Website; (b) print pages from the Website in its original form; and (c) download any material from the Website for caching purposes only.

12.3. You must not, without Miracle Maid’s prior written consent which may be withheld at its absolute discretion: (a) copy, republish, reproduce, duplicate or extract Site Content; (b) redistribute, sell, rent or licence any Site Content; or (c) edit, modify or vary the Site Content.

ACCEPTABLE USE

13.1. You must not use, or cause this Website to be used, in any way which: (a) breaches any clause of the Terms; (b) infringes Miracle Maid’s or any third party’s Intellectual Property Rights; (c) is fraudulent, illegal or unlawful; or (d) causes impairment of the availability or accessibility of the Website.

13.2. You must not use, or cause this Website to be used, as a medium which stores, hosts, transmits sends or distributes any material which consists of: (a) spyware; (b) computer viruses; (c) Trojans; (d) worms; (e) keystroke loggers; or (f) any other malicious computer software.

INDEMNITY AND LIABILITY

14.1. General indemnity: You agree to indemnify Miracle Maid, on demand, against any claim, action, damage, loss, liability, cost, charge, expense or payment which Miracle Maid may pay, suffer, incur or are liable for, in relation to any act you do or cause to be done, in breach of these Terms.

14.2. General limitation of liability: We will not be liable to you in contract, tort or equity in relation to any direct, indirect or consequential loss you incur in relation to the contents or use of or reliance on Site Content or otherwise in connection with the Website.

14.3. Cleaning Services Liability: To the extent permitted by law, Miracle Maid will not be responsible and will be excluded from all liability, for any loss or damage whatsoever (including personal injury, loss of life and damage to property) that you or another person may suffer in connection with the offer or supply of (or default in supplying) the Cleaning Services.

14.4. Information accuracy: You acknowledge and agree that some of the Site Content may be provided by way of blogs or comments made by other users of the Website, and that Miracle Maid does not accept any liability for the accuracy of such information or your reliance on the same. The Site Content is provided to you as general information only and is not intended to substitute or replace the advice of a duly qualified professional (where applicable).

14.5. Acceptance: By using this Website, you agree and accept that the indemnity and limitations of liability provided in this clause 14 are reasonable.

WARRANTIES AND REPRESENTATIONS

15.1. The use of this Website is at your own risk. The Site Content and everything from the Website is provided to you on an “as is” and “as available” basis without warranty or condition of any kind.

15.2. None of Miracle Maid’s affiliates, directors, officers, employees, agents, contributors, third party content providers or licensors make any express or implied representation or warranty about the Site Content or Website.

GENERAL PROVISIONS

16.1. Any provision of, or the application of any provision of these Terms which is prohibited in any jurisdiction is, in that jurisdiction, ineffective only to the extent of that prohibition.

16.2. Any provision of, or the application of any provision of these Terms which is void, illegal or unenforceable in any jurisdiction does not affect the validity, legality or enforceability of that provision in any other jurisdiction or of the remaining provisions in that or any other jurisdiction.

16.3. If a clause is void, illegal or unenforceable, it may be severed without affecting the enforceability of the other provisions in these Terms.

16.4. These Terms shall be governed by and construed in accordance with the law for the time being applicable to New South Wales and you agree to submit to the non-exclusive jurisdiction of the Courts of New South Wales.

UNPAID SERVICES

17.1. By using our Cleaning Services, you agree to the following payment terms. Unpaid Services: Payment for invoices is required within 10 days of issuance. Failing to comply will result in added, non-negotiable fees. If payment remains outstanding after 10 days, an additional late fee of AUD $20 will be applied to the invoice. Moreover, each day the amount remains unpaid beyond the initial 10-day period, a daily late charge of AUD $20 will be incurred. Should your overdue account be escalated to a debt collection agency, law firm, or the New South Wales Civil and Administrative Tribunal, you will be responsible for covering all associated costs, including but not limited to legal fees, court expenses, and any other costs related to the collection of the outstanding amount.

END-OF-LEASE SERVICES:

BOOKING AN END-OF-LEASE SERVICE: When booking a service, it’s crucial for customers to choose the appropriate option. Hourly rates are not applicable for move-in or move-out services, and our End-of-Lease service should not be substituted with a deep clean. If a customer mistakenly books an hourly service or a deep clean while moving out, they authorise us to bill them at the move-in/move-out rate. We will notify the customer in advance of this charge via both email and text messages. Should the customer decline to cover the additional cost, they grant us the authority to cancel the service and impose a non-refundable fee equivalent to the cost of one hour’s work for two cleaners (AUD $120).

FORCE MAJEURE

19.1. Miracle Maid shall not be liable for any delay or failure to perform its obligations under these Terms if such delay or failure is due to circumstances beyond its reasonable control, including but not limited to acts of God, war, terrorism, strikes, lockouts, riots, fires, floods, epidemics, pandemics, governmental actions, or any other event which renders performance of these Terms impossible or impracticable.

ENTIRE AGREEMENT

20.1. These Terms, together with any documents expressly referred to in them, constitute the entire agreement between you and Miracle Maid with respect to the subject matter of these Terms, and supersede all previous agreements, arrangements, undertakings or proposals, written or oral, between you and Miracle Maid in relation to such matters.

PROPERTY DAMAGE

21.1. In the event that your property is accidentally damaged by one of our Cleaners, you agree to follow our damage claims process, which stipulates that damages must be reported to Miracle Maid administration staff on the day of the service or the following day. Due to liability reasons, we are unable to process damage claims if the damage is reported more than 48 hours after the cleaning service has been completed.

21.2. You acknowledge that our damage claim process may take up to 45 days to assess, investigate, and resolve any claims related to the repair or replacement of a damaged fixture, surface, or appliance in your property.

21.3. By booking our service, you agree to await the completion of the investigation process conducted by our insurer or our Cleaner’s insurer before seeking any further action.

21.4. You also agree to adhere to the best practices required by our insurance provider and understand that no monetary compensation will be provided to you directly by Miracle Maid in lieu of an insurance claim.

21.5. You agree that any threats of legal action or threats to damage our reputation, in the event that we do not provide immediate monetary compensation for accidental damage, will be considered as libel and/or blackmail. Such actions will be documented and may be used as evidence in any necessary civil proceedings against you.

WAIVER

22.1. No failure or delay by Miracle Maid to exercise any right or remedy provided under these Terms or by law shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy.

SEVERABILITY

23.1. If any provision of these Terms is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

THIRD PARTY RIGHTS

24.1. These Terms are for the benefit of you and Miracle Maid, and are not intended to benefit any third party or be enforceable by any third party. The exercise of Miracle Maid’s and your rights in relation to these Terms is not subject to the consent of any third party.

PRIVACY POLICY

25.1. Miracle Maid has a separate Privacy Policy that governs the collection, use, and protection of users’ personal information. By accepting these Terms, you acknowledge that you have read and understood our Privacy Policy, which is available at https://miraclemaid.com.au/privacy-policy/.

AMENDMENTS TO TERMS

26.1. Miracle Maid reserves the right to amend these Terms at any time, at its sole discretion, without prior notice. Any changes to these Terms will be effective immediately upon posting the revised Terms on the Website.

26.2. It is your responsibility to review these Terms periodically for any changes. Your continued use of the Website and the Services after any amendments to these Terms shall constitute your acceptance of the revised Terms.

ASSIGNMENT

27.1. You may not assign or transfer your rights or obligations under these Terms to any third party without the prior written consent of Miracle Maid.

27.2. Miracle Maid may assign its rights and obligations under these Terms to any third party without your consent.

SURVIVAL

28.1. The provisions of these Terms which by their nature should survive the termination or expiration of these Terms, including but not limited to clauses relating to Intellectual Property, Indemnity and Liability, and Warranties and Representations, shall survive such termination or expiration.

VERBAL AND PHYSICAL ABUSE FROM CLIENTS

29.1. Miracle Maid maintains a zero-tolerance policy for any verbal or physical abuse directed at or towards our Cleaners. If our Cleaners feel uncomfortable or experience any verbal or physical abuse, we reserve the right to cancel the job and charge the full price of the booking. In such cases, we may also notify the necessary authorities. Our Cleaners should not be subject to scolding, abuse, harassment, or intimidation by clients while performing their duties.

DAMAGES TO FIXTURES AND APPLIANCES WITHIN THE HOME

30.1. In the event of accidental damage, Miracle Maid will endeavour to repair, replace, or cover the cost of the damage through our insurance or our Cleaner’s relevant insurer.

30.2. Any damages that occur must be reported to Miracle Maid’s head office on the day of the service.

30.3. Miracle Maid reserves the right to refuse to cover or assess any claims for damages that are reported more than 48 hours after the completion of the service.

30.4. Any threats to damage our business reputation in the event that we do not fix, repair, or pay for damages out of pocket will be considered libel. Such matters will be handled by our legal counsel. Should we be subjected to blackmail or coercion to pay monetary sums or repair appliances for damages not caused by our Cleaners, or in cases where the process outlined in clause 21.1 is not followed, we reserve the right to seek full damages through legal proceedings.

LATE NOTIFICATION AND RE-CLEANING POLICY

31.1. Bond Back Guarantee Time Limit: Our bond back guarantee is valid for 72 hours from the completion of the initial cleaning service. Any issues must be reported to Miracle Maid within this 72-hour period.

31.2. Late Notifications: If Miracle Maid receives a notification of cleaning issues or a request for re-cleaning after the 72-hour period has elapsed, the following conditions will apply:

(a) A non-refundable late notice fee of $70 will be charged for any re-cleaning requests received after the 72-hour period.

(b) This late notice fee is in addition to any charges for additional cleaning services that may be required.

31.3. Additional Cleaning Services: If the real estate agency or property manager requests cleaning of areas that were not included in the original booking or were specifically excluded, these will be treated as additional services and charged accordingly.

31.4. Rationale for Late Notice Fee: The late notice fee is implemented due to several factors, including but not limited to:

(a) The potential for natural accumulation of dust and other particles over time.

(b) The possibility of the property being used for open houses or inspections, which may affect its cleanliness.

(c) The difficulty in verifying the property’s condition immediately after our initial cleaning service.

31.5. No Guarantee for Late Notifications: While we will make every effort to address issues raised after the 72-hour period, Miracle Maid cannot guarantee that all issues can be resolved to the same standard as they would have been if reported within the initial 72-hour window.

31.6. Discretion: Miracle Maid reserves the right to waive the late notice fee at its sole discretion, depending on the specific circumstances of each case.

31.7. Dispute Resolution: In the event of a dispute regarding late notifications or additional cleaning requests, the parties agree to follow the dispute resolution process outlined in the Terms and Conditions.

31.8. Acceptance: By booking our services, you acknowledge and accept this Late Notification and Re-Cleaning Policy as part of our Terms and Conditions.