Terms & Conditions

By booking a cleaning service with Diana House Cleaning Fairy, you agree to the following Terms & Conditions.

1. Service Scope

• Services provided are limited to the package selected and agreed upon during booking.
• Any additional work requested on-site may be subject to additional charges.
• Cleaning results may vary depending on the property's condition, material type, age, and maintenance history.
• Our services are time-based. Completion of all tasks is not guaranteed if the property condition requires more time than allocated.
• Additional hours are subject to staff availability and additional charges.

2. Customer Responsibilities

• Customers must ensure access to the premises at the scheduled service time.
• Customers must provide a working water supply and electricity throughout the service period.
• Customers are responsible for informing us of any fragile, damaged, loose, defective, or sensitive surfaces before the service begins.
• Customers are advised to secure cash, jewellery, important documents, and other valuables before the service.

3. Existing Damage & Surface Conditions

• Diana House Cleaning Fairy shall not be liable for any pre-existing damage, wear, tear, deterioration, manufacturing defects, poor workmanship, or ageing materials.
• This includes, but is not limited to: peeling paint, loose laminate, swollen wood surfaces, damaged cabinetry, cracked or chipped glass, loose fittings, damaged silicone, missing or deteriorated grout, rusted fixtures, and water-damaged surfaces.
• Cleaning may reveal pre-existing defects that were previously concealed by dirt, dust, stains, grease, paint residue, or renovation debris.

4. Stain Removal Disclaimer

• While reasonable efforts will be made to remove stains, complete stain removal cannot be guaranteed.
• This includes hard water stains, cement stains, paint stains, grout haze, silicone residue, adhesive residue, rust stains, mould stains, and permanent discoloration.
• Certain stains may have permanently altered the material and may not be fully removable.

5. Post Renovation Cleaning

• Post renovation cleaning does not include defect rectification or repair work.
• Fine construction dust may continue to settle after cleaning due to ongoing air circulation, inaccessible areas, concealed cavities, air-conditioning systems, or unfinished renovation work.
• This shall not be considered incomplete cleaning.
• Discovery of construction defects after cleaning shall remain the responsibility of the contractor, developer, or property owner.

6. Service Completion

• Service is considered completed when the cleaning team leaves the premises.
• Customers are encouraged to inspect the work before the team departs.
• Any requests made after service completion may be subject to additional transportation or revisit charges.

7. Complaints & Rectification

• Any dissatisfaction must be reported within 24 hours of service completion.
• Complaints must be supported with clear photographs or videos.
• Complaints submitted after 24 hours may not be eligible for rectification.
• The Company reserves the right to inspect the reported issue before determining an appropriate resolution.

8. Cancellation & Rescheduling

• Deposits are non-refundable for cancellations made less than 48 hours before the scheduled service.
• Rescheduling requests are subject to availability.
• The Company reserves the right to cancel or reschedule service due to safety concerns, severe weather, staff emergencies, or conditions significantly different from those disclosed during booking.

9. Photos & Videos

• Our staff may take photographs and videos before, during, and after the service for documentation, quality control, training, and internal records.
• Such materials may also be used for marketing and promotional purposes.
• Customers who do not consent must notify us before the service begins.
• Failure to notify shall be deemed as consent.

10. Payment Terms

• Full payment is due upon completion of the service unless otherwise agreed.
• Any outstanding balance must be settled within three (3) working days.
• The Company reserves the right to pursue legal recovery actions for unpaid invoices.

11. Limitation of Liability

• The Company's total liability for any proven claim arising from the service shall not exceed the amount paid by the customer for the specific service.
• Under no circumstances shall the Company be liable for indirect, incidental, consequential, or special damages.

12. Acceptance of Terms

• By confirming a booking, paying a deposit, or allowing our team to commence work, the customer acknowledges that they have read, understood, and agreed to these Terms & Conditions.