DEEP CLEANING SERVICES – TERMS & CONDITIONS
Effective as of 30th June 2025
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1. Acceptance of Terms
By requesting a deep cleaning quote or booking a service through this form, phone, email, WhatsApp, or direct communication, the client confirms they have read, understood, and agreed to these Terms & Conditions. These apply to all residential and commercial deep cleaning services rendered by The Hive Services.
> The Hive Services reserves the right to update these terms without prior notice. Continued use of our services constitutes acceptance of any updated terms.
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2. Quotes, Pricing & Scope of Work
Provisional Estimate: Quotes are based on information provided by the client. Final pricing may vary based on on-site conditions or additional work requested.
Scope of Work: The cleaning scope includes only the items selected and confirmed in advance. No additional items will be cleaned unless agreed to in writing.
Exclusions: The following items and tasks are excluded from service:
Items contaminated with bodily fluids, human or animal waste
Litter boxes, curio cabinet interiors, and fragile display units
Climbing beyond step-stool height or working outside the home
Moving furniture with electronics or lifting heavy objects (>15kg)
Cooking, childcare, pet handling, or watering plants
> The Hive Services reserves the right to refuse any request that is unsafe, unhygienic, or outside the agreed scope.
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3. Booking, Payment & Cancellations
Booking Fee: A 15% non-refundable booking fee is required to confirm your deep cleaning appointment. This secures your scheduled slot and is deducted from the final total.
Final Payment: The remaining 85% is due immediately upon completion of the job via EFT or approved payment method.
Cancellations / Lock-out:
If a cancellation or rescheduling occurs with less than 24 hours’ notice, or
If our team is unable to access the property on arrival due to locked gates, alarm codes, or no-show,
Then the 15% booking fee will be forfeited as a late cancellation/lock-out charge.
No Refunds: The booking fee is non-refundable under any circumstance, including voluntary cancellation.
Our Satisfaction Guarantee still applies to completed work (see Section 9).
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4. Client Responsibilities
Ensure all items to be cleaned are free of personal belongings or obstructions.
Disarm alarm systems or provide access codes where applicable.
Secure valuables, cash, jewellery, breakables, and sentimental items in advance.
> The Hive Services is not liable for damage to items not disclosed as fragile or improperly stored.
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5. Fabric & Surface Liability Waiver
Clients acknowledge that some stains are permanent and cleaning may not restore original appearance.
The Hive Services will use suitable methods and chemicals based on fabric type but cannot be held liable for shrinkage, colour fade, or material deterioration due to pre-existing conditions or unstable dyes.
> Proceeding with cleaning is taken as acknowledgement of this risk and a waiver of liability.
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6. Drying Time & Aftercare
Drying time may vary from 3 to 24 hours depending on airflow, temperature, and material.
Clients must ensure proper ventilation post-clean to prevent dampness or odour.
> The Hive Services is not responsible for secondary issues (mould, odour, colour bleeding) caused by insufficient drying conditions.
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7. Damage, Breakage & Theft
Any accidental damage caused by our team must be reported within 24 hours of service.
Liability is limited to repair or replacement value at our discretion.
The Hive Services accepts no responsibility for:
Items not reported damaged within 24 hours
Items of high or sentimental value not removed beforehand
Wall hangings mounted without secure hooks
Pets that escape due to unsecured entry/exit
Suspected theft must be reported to both The Hive Services and the SAPS. The client is responsible for laying a formal charge.
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8. Photographic Documentation
We reserve the right to take “before” and “after” photos of items and areas cleaned.
These are used for quality control, internal training, and — with permission — marketing purposes.
No personal photos or identifiable data will be included in any publicly used material.
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9. Satisfaction Guarantee
If you’re dissatisfied with any part of the service:
Contact us within 24 hours of completion.
We will return to re-clean any specific area — free of charge — within a reasonable timeframe.
This guarantee does not apply to:
Permanent stains
Areas outside the agreed scope
Fabric damage due to material limitations
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10. Cleaning Professionals & Conduct
While we strive for consistency, assigned cleaners may change due to scheduling, illness, or leave.
Our professionals will never:
Smoke, watch TV, or answer phones
Engage in non-service-related activities
They are trained to enter/exit promptly and to close doors securely, but The Hive Services is not liable for escaped pets unless due to gross negligence.
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11. Public Holidays
The Hive Services observes the following holidays:
New Year’s Day
Christmas Eve
Christmas Day
Bookings falling on these days will be rescheduled in advance.
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12. Tips & Gratuity
Tips are not required but appreciated. A suggested tip is 10–15% of the service total and may be given in cash or via EFT.
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13. Office Hours
Our office is open:
Monday to Friday: 07:00 – 20:00
Weekends: By appointment only (messages will be returned the next business day)
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14. Final Clause
By confirming a booking, the client acknowledges full acceptance of these Terms & Conditions. The Hive Services reserves the right to refuse service, terminate engagements, or enforce payment in the event of non-compliance, abuse of staff, or fraudulent activity.
