Areas we service:
Whangãrei Heads
Ruakãkã
One Tree Point
Waipu / Waipu Cove
Langs Beach
Hibiscus Coast
Terms of Service
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Cleaning Duration
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Rates
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Bachclean Client Guarantee
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Arrival Time
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Breakages & Loss Policy
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Biohazards & Smoke Free Policy
1. Billable Hour
A billable hour is defined as one hour of labour performed by one cleaning professional; i.e a team of two completing one hour of work is two labour hours. Please see "Services" for our regular and casual cleaning rates.
If you have any questions regarding labour hours or billing procedures please call us prior to your scheduled cleaning.
Bachclean's minimum billable time is 2 labour hours.
2. Cleaning Duration
We base our cleaning time on the number of bedrooms and bathrooms in your home.
Our guideline is for domestic cleaning (i.e. not holiday homes with linen requirements):
Home Size Cleaning Time
1-2 Bedrooms 2.0 Hours (our minimum charge)
3 Bedrooms 3.0 Hours (allowing for an ensuite)
4 Bedrooms 4.0 Hours (allowing for 2 bathrooms)
5 Bedrooms 4.5+Hours (allowing for 2+ bathrooms, 2 living areas, etc.)
We will contact our client to discuss possible price or service revisions if the cleaning time is exceeding the assumed time quoted when initially viewing the job.
If a client asks for additional tasks to be completed and our cleaners are unable to complete these tasks within the standard clean time, the extra time will be charged to the client.
3. Rates
Bachclean reserve the right to re-evaluate rates at any time. We will provide our clients with 14 business days notice if any change to our hourly rate. Please see "Services" for regular and casual cleaning rates. Our peak season rate of $70 per hour (includes GST) applies to cleaning undertaken between 15 December and 31 January.
4. Bachclean Client Guarantee
Our Client Guarantee represents our commitment to you. Should you have a concern with the cleaning service you have received, we will work with you to make it right. Any concerns for a job we are asked to undertake are addressed prior to commencing. i.e. "We cannot remove mold from silicone, but will deep clean all areas as best as possible".
Here is the procedure:
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Call us within 48 hours of your cleaning service and provide us with details of your concerns and/or issues.
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Photos of the areas of concern may be required prior to revisiting your home or the issue of a refund.
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Bachclean will reschedule the clean (within 7 business days) and our cleaners will return to your home and address the areas of concern. Please note that re-cleans must be completed within 7 business days of the last service to be eligible for a full or partial credit or refund.
5. Arrival Time
We provide an arrival window of 30 minutes to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like: 8:30am-9:00am, 1:30pm-2:00pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.
6. Breakages and Loss Policy
Our cleaning professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your clean, notification of such an event must be made within 48 hours in writing (via email) together with a photo and estimate of the damages. Once Bachclean receives the notification, we will endeavour to repair or replace the broken, damaged or lost item.
Bachclean reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with client approved contractors to settle any damage repair.
Bachclean is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. We use Septic Safe products only. If you as the client request Bachclean cleaning contractors to use products we do not believe to be septic safe, we are not liable for any damages incurred.
Bachclean holds comprehensive indemnity insurance.
7. Biohazards & Smoke Free Policy
Human and animal urine and faeces, medical syringes, used ear buds, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our clients to ensure any biohazard spillage is cleaned from surfaces, floors and shower traps and that bathroom bins are cleared before our cleaners arrive (as per our H&S policy). If a client has overlooked clearing bins etc, our cleaners will clean around them and clients will be reminded.
Bachclean NZ Ltd has a Smoke Free Policy, ensuring our team is protected from working in environs where they might be exposed to second-hand smoke in indoor work areas. We are proud to spread the smoke free message and help the health and wellbeing of our cleaning team and clients alike.
In any case where the cleaner feels compromised, we have the right to cancel the service.
8. Unacceptable Conditions
We provide cleaning service and will tidy "within reason". We maintain a portfolio of clients who are house proud. If the condition of your property is deemed a cleaning situation that goes over and beyond an environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or refuse to return to the job.
In the event where cleaning teams decide to refuse service, you will be charged a $75 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel, minimum cleaning time, and fuel.
9. Booking Cleans/Late Cancellations/Rescheduling/Change to Scope of Works
Bookings are accepted within 3 months of cleaning dates. We can schedule further out with a TBC clause.
All cleaning cancellations or rescheduling requests, must be made 72 hours prior to the cleaning service scheduled date. Exceptions are made for sickness. If any family members are home and are unwell, we will not be able to clean your home. Please ensure you advise us before 7.30am to avoid cleaners travelling etc.
If a cleaning service cancellation rescheduling request is made within the 72 hour period before the service is to be rendered, the customer may be charged a $75 cancellation fee to cover the cost of disrupted service. For regular cleaning clients, we will offer a credit towards a spring clean, to be used within 3 months of the cancellation.
Changes to scope of jobs; If we are scheduled to do a regular domestic clean, those are the duties we will undertake. Our cleaners are contractors and will be charging Bachclean their domestic rate. If in the case a regular client may also have an AirBNB property we service, the rates will remain as domestic rate for the house clean, and AirBnB rates for the holiday rental cleaning. Peak rates will also apply.
Late cancellations do impact the cleaners potential daily earnings and disrupts our schedule, so we appreciate your consideration. Repeated cancellations may result in a cancellation of your service altogether.
Cleaning holiday: For regular clients who want to pause cleaning (i.e. going on holiday) Bachclean will hold their allocated cleaning time for two consecutive cleans. If clients are away for a considerable period of time Bachclean cannot guarantee we are able to offer the same day and time when cleaning resumes.
10. Accessibility
Please ensure that our cleaners have reasonable access to your home during the service. This includes having running water, electricity and the ability to complete their job without interruptions from other service providers.
Any pets or minors should be monitored to ensure they are not interrupting the cleaning service.
A $75 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.
11. Pets
We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter a client's property due to unsecured pets. We require that any pets are secured at all times during cleaning services. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently if a family member is not around.
A $75 fee may be charged in the event the cleaners cannot enter the property due to unsecured pets.
12. Entry & Lock Outs
If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $75 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.
13. Keys
Bachclean will accept house keys from our clients, however we do recommend using a key lockbox as a secure and convenient way to access your home.
14. Payments
Regular weekly and fortnightly jobs are paid on the day via automatic payment.
Casual bach cleans, spring cleans, and exit cleans are invoiced within 24 hours of the cleaning service, and payment is to be made by bank deposit upon receipt of the invoice.
Bachclean do not offer a credit card facility.
15. Safety
Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas (more than 2 step ladder).
If you would like us to clean behind large appliances or furniture, please move them before our arrival.
16. Independent Cleaning Professionals
Our cleaning professionals are independent contractors and not "employees" of Bachclean. Clients are not permitted to engage these contractors directly for cleaning if they are still contracting to Bachclean or within 6 months of finishing contracting with Bachclean (a condition of their contracting agreement). All cleaning professionals registered with Bachclean can provide positive police vetting results. They are double vaccinated (Covid 2022). Management have also reference checked and trialled all cleaning professionals.
17. Public Holidays
We are generally unavailable to clean for most NZ Public Holidays, however if we agree to assist with cleaning on public holidays we charge a higher hourly rate of $60 (+ GST). This rate is also applicable during our annual shut down period between 20 December and 10 January. If your assigned cleaner is taking time off, we will contact you before your service to either offer you another cleaner, or to reschedule your cleaning date.
If you require a clean on any of the following public holidays, please arrange by prior negotiation: Good Friday, Easter Monday, Anzac Day, Queen’s Birthday, Waitangi Day, Regional Anniversary weekends, Matariki Day, Labour Day, Christmas Day, Boxing Day, New Year’s Day.
18. Weather
We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.
19. Unpredictable Events
We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include: car accidents, traffic blocks, health or family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.
20. Right to Refuse Service
We reserve the right to refuse/cancel service for any reason. Reasons may include:
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Professionals feeling threatened, unsafe, or uncomfortable for any reason.
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Professionals not able to complete request within maximum time limit set.
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Condition of property is not as described by client.
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Job requested is not as described by client, or client asks for extra cleaning outside of the scope of works (i.e. cleaning garage, fly-spots on ceilings, windows, oven clean etc. which are all excluded from standard cleans).