SECOND PAIR OF HANDS
POLICIES & PROCEDURES
CLIENT EXPECTATIONS
Rights and responsibilities of clients using Second Pair of Hands, services.
PURPOSE,
Thankyou for choosing Second Pair of Hands. These terms and conditions outline the rules and expectations for our professional relationship. By engaging our services, you agree to comply with these terms.
PAYMENT TERM,
Payment must be made promptly according to the agreed-upon terms.
We accept payment via bank transfer, cash.
Late payments may incur additional fees or interest charges.
SCOPE OF WORK,
We will provide the cleaning services as specified in the agreed-upon scope.
Any changes to the scope must be discussed and agreed upon in advance.
ACCESS AND SECURITY,
Clients may choose to be present during cleaning or provide access independently.
key exchange, alarm codes, and security measures should be communicated clearly in advance.
CANCELATION POLICY,
Clients must provide a minimum of 24 hours notice for cancellations.
failure to cancel within the specified time may result in cancellation fees.
No shows defined: if a client is not there within 30 minutes of the start time and is not able to be contacted.
SUPPLIES AND EQUIPMENT,
We can provide cleaning supplies or use those provided by the client.
Specialized equipment or products may incur additional charges.
SCOPE OF WORK,
We will provide the cleaning services as specified in the agreed-upon scope.
Any changes to the scope must be discussed and agreed upon in advance.
ACCESS AND SECURITY,
Clients may choose to be present during cleaning or provide access independently.
Key exchange, alarm codes, and security measures should be communicated clearly in advance.
PRIVACY AND CONFIDENTIALITY,
Client information and property details will be kept confidential.
We may take photos or videos for marketing purposes with client consent.
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COMPLAINTS AND FEED BACK,
Clients can raise complaints or provide feedback through our designated channels.
We will address any issues promptly and professionally.
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NON-SILICITATION,
Clients agree not to hire our employees privately.
This protects our investment in training and retaining skilled staff.
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DECENCY AND RELISTIC EXPECTATIONS,
We will strive to fulfill clients’ goals so long as they are reasonable and realistic.
Clear communication ensures mutual understanding and satisfaction.
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COMPLIANCE WITH AUSTRALIAN CONSUMER LAW,
We comply with consumer guarantees outlined in the Australian Consumer Law
if our service falls short of these guarantees, we will offer a refund or rectify the situation.
OUR PROMISE TO OUR CLIENTS
PURPOSE,
Establishing clear ground rules for our business is essential for maintaining a productive and professional work environment. Here are the basic expectations for all staff members:
PUNCTUALITY AND ATTENDANCE,
We endeavor to be on time: arrive promptly for scheduled appointments (15 minutes either side of booking) and inform clients of any reschedules that might need to be made 24 hours before the scheduled time of the appointment.
PROFESSIONALISM,
We shall dress appropriately: wear clean clothes and appropriate attire.
Use clean language: maintain professional communication with colleagues and clients.
Use of Good work ethic: We will demonstrate a strong work ethic while on the clock.
OUR RESPONSIBILITIES,
-To treat you with courtesy and respect.
-Communicate openly and honestly, and in a timely manner.
-To work with you to provide services that suit your needs.
-Give you information about managing complaints or disagreements.
-We shall listen to your feedback and resolve problems quickly.
-To protect your privacy and personal information.
-Invoice you once a fortnight and keep accurate records of documentation.
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