Site Content

Cancellation and Terms of Service Policy

1. Cancellation Policy

Cancellations made more than 24 hours before the scheduled service will not incur a fee.

Cancellations made within 24 hours of the scheduled service will incur a 50% cancellation fee.

Same-day cancellations or no-shows will incur a 100% cancellation fee.

Same-day cancellations or no-shows will incur a 100% cancellation 

2. Rescheduling Policy

Rescheduling requests made at least 24 hours in advance are free of charge.

Rescheduling requests made less than 24 hours in advance are subject to a $50 rescheduling fee.

3. Payment Terms

Payment is due upon completion of the service unless otherwise agreed in writing.

Invoices unpaid after 7 days "$25 late fee for payments not received within 7 days."

For recurring services, clients must provide payment details prior to the first service.

4. Scope of Work

The Gleam Team will provide all cleaning services outlined in the agreed quote.

Any additional tasks not included in the initial quote may incur extra charges.

While we strive to remove all dirt and stains, certain stains (e.g., deep wall scuffs or permanent damage) may not be entirely removable.

5. Health and Safety

Clients are required to inform The Gleam Team of any hazardous conditions (e.g., pests, mold, or dangerous materials) before the scheduled service.

The Gleam Team reserves the right to cancel or modify the service if health and safety risks are identified on-site.

6. Liability

The Gleam Team is not responsible for pre-existing damage to surfaces, furniture, or fixtures.

We are insured for accidental damage caused during the cleaning process. Claims must be reported within 48 hours of the service.

7. Client Obligations

Clients must ensure clear access to the property during the scheduled service time.

Large items (e.g., furniture) must be moved prior to service unless otherwise arranged.

8. Termination of Service

The Gleam Team reserves the right to terminate services for non-payment or repeated cancellations.

Terms & Conditions for Deep Cleans & Exit Cleans

1. Scope of Work & Duration

Our deep cleaning and exit cleaning services are thorough and detailed. The time required depends on the condition of the property. Some cleans may take several hours or longer, depending on the level of buildup, size of the property, and specific cleaning requirements.

We do not work within unrealistic time constraints and will not compromise quality for speed.



2. Cleaning Only – No Repairs or Restoration

We are professional cleaners, not repair specialists. Our services focus on cleaning surfaces; we do not provide repairs, restoration, or removal of permanent damage.

Deep stains, discoloration, scuffs, and damage that cannot be cleaned with professional-grade products are the client’s responsibility to address with the appropriate professionals.



3. Mould & Silicone Cleaning

While we clean surface mould from silicone areas in bathrooms, we do not remove or replace any silicone. If mould has deeply penetrated the silicone, the client will need to arrange for a professional to replace it.

Any extensive mould treatment beyond surface cleaning may incur additional charges.



4. Unforeseen Cleaning Requirements

If additional work is required beyond the standard cleaning scope (e.g., excessive grime, heavy grease buildup, extreme staining), additional charges may apply.

We will notify clients before proceeding with extra work.



5. Guarantee & Remedying Missed Areas

While we strive to deliver the best results, some stains, discoloration, or permanent damage may not be removable.

We are not responsible for any existing damage, wear and tear, or pre-existing stains that cannot be cleaned.

If any areas are missed or require re-cleaning, the client must notify us within 24 hours of job completion so we can assess and remedy the issue. Requests made after 24 hours will not be accepted.



6. Payment & Booking

A non-refundable deposit may be required to secure your booking.

Full payment is due upon job completion unless otherwise agreed.