Read Elite Maintenance Services Group’s Terms and Conditions, including service delivery, health and safety, satisfaction guarantee, pricing, cancellations, payment terms, and service-specific policies
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The customer acknowledges and agrees not to enter the working space where the Elite technician is actively working or has equipment placed. For safety considerations, we provide the following guidelines:
Additionally, customers are requested to inform our technicians of any potential hazards within the house or grounds before the work begins.
Elite Restoration and Maintenance applies industry-approved methods, equipment, and procedures with due care and professionalism. However, the customer acknowledges and accepts that Elite cannot guarantee the complete removal of all stains, discolouration, or odours during cleaning, restoration, or refinishing services.
Certain substances—including but not limited to pet urine, vomit, feces, blood, inks, dyes, bleach, caustic agents, and other chemical compounds—may cause permanent damage, particularly on delicate fibres or materials with a history of staining. Results may vary depending on the age, composition, and condition of the item.
Elite is not liable for pre-existing conditions that are not visible or detectable during initial visual inspection. These may include, but are not limited to:
Elite’s services are provided on a best-effort basis, and while every reasonable attempt will be made to achieve optimal results, no warranty is offered regarding the complete restoration of affected items.
Elite offers a 7-Day free re-do Guarantee to all customers. If dissatisfaction or concerns arise regarding the service within 7 days of completion:
Please note that the 7-Day Satisfaction Guarantee is a service warranty and not a money-back guarantee.
If Elite provides a written quote during a premises visit, the quote is valid for 30 days. A $100 fee applies for re-attendance to re-quote the same service at a later stage. If the scope of work changes from the initial quote, Elite reserves the right to charge an additional fee or, if the work is not undertaken, charge 50% of the original job value. Examples of varied scope include significantly dirtier surfaces, additional stains, mold growth into additional areas, or changed conditions due to renovations.
For phone quotes, the quote is subject to the condition of the surfaces/items and their size.
Elite reserves the right to charge a cancellation fee (minimum $55) if adequate notice is not given. Bookings exceeding $330 may require a deposit, refundable and transferable with a minimum of 2 full business days’ notice for cancellation or transfer. Surcharges may apply for weekend, after-hours, or public holiday bookings, multi-level apartments, or when multiple operators are required. Clients are responsible for organizing parking for technicians, with associated costs added to the invoice if parking is not readily available.
The default payment term is Cash on Delivery (C.O.D.), with exceptions for commercial clients with contractual agreements or end-of-lease cleaning requiring prepayment. A 3% late payment surcharge may apply per month for overdue invoices. In case of non-payment, Elite may engage a debt collector, and associated costs will be borne by the customer.
Customers acknowledge being informed about Elite’s protection products, including Elite Carpet Protection, Elite Fabric Protection, and Elite Leather/Vinyl Surface Protectant and Rejuvenator (L.V.P.). The effectiveness of these products is contingent upon spillage or stain type, with guarantees limited to attempting stain removal and reapplying the product.
Elite is not responsible for unforeseen adverse conditions during tile and grout cleaning, including loose or damaged tiles, UV fading, or staining. Elite’s tile and grout sealer carry warranties, and specific conditions and limitations apply.
Terms and conditions for water damage restoration include the requirement for the leaking or flooding to cease before restoration can commence. Prices are subject to the progress of the restoration, and additional fees may apply for high or textured ceilings requiring scaffolding.
Terms and conditions for mould remediation include inspection-based pricing, accessibility requirements for micro-cleaning, and potential additional fees for high or textured ceilings. Elite provides warranties and sets conditions for warranty claims, including maintaining humidity levels below 60%.
Pest control terms include limitations on service or warranty outlined during the quote, treatment coverage, evacuation of premises during treatment, and customer responsibilities. Elite provides recommendations for ongoing effectiveness and notes potential changes to quoted prices based on service conditions.
End of lease cleaning is conducted professionally to remove removable dirt and soil. It does not restore wear and tear, and a telephone estimation may not apply to trashed properties. The free-redo guarantee covers missing items only and does not apply to re-soiling by the customer or other tradespersons’ work after the cleaning is completed.
It is the customer’s responsibility to ensure:
Also customers acknowledge that different people have different standards in terms of aesthetic, thoroughness in communication will reduce the difference to minimum level.
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