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Terms and Conditions

General Health and Safety

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:

Refrain from touching our equipment or tools.

Note that the carpet or floor may remain damp for several hours after the work is completed, potentially creating a slip hazard when transitioning from carpeted areas to hard floors such as tiles or floorboards.

Exercise caution around electrical items, ensuring awareness of cords to avoid tripping, and keep children away from operating equipment.

In some instances, we may need to place a bucket with a heater and hot water in the laundry or bathroom. For safety reasons, people and pets should stay out of the area around the bucket during the duration of the work.

Additionally, customers are requested to inform our technicians of any potential hazards within the house or grounds before the work begins.

Delivery of Service

Elite cannot guarantee the removal of all stains during cleaning or refinishing. Stains resulting from caustic substances, acids, or permanent dyes may be irreversible. The customer understands that Elite is not liable for pre-existing conditions not visible during visual inspection, including but not limited to:

Fugitive dyes not properly set in manufacture or re-dyeing.

Lounge suites with water or solvent-soluble colored backing material.

Over-stretched or delaminated carpet.

Sun-damaged carpet affecting dye color.

High alkaline cleaning solutions impacting dyes in carpet or upholstery fibers.

Markers used on carpet, fabric backing, or padding.

Bodily fluids within mattresses.

Satisfaction Guarantee

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:

Contact us within the specified timeframe.

Allow us the opportunity to address and remedy any workmanship concerns in a reasonable time.

Please note that the 7-Day Satisfaction Guarantee is a service warranty and not a money-back guarantee.

Quote and Actual Work Charge

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.

Cancellation Fees and Surcharges

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.

Payment Terms

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.

Carpet Cleaning

Prices are based on a maximum room size of 14 square meters.

Stairs are quoted per step.

Prices are subject to carpet condition, with additional charges for difficult stains.

Special offers may not be available in all areas.

Upholstery Cleaning

Price is per seating position, subject to upholstery condition.

Additional charges may apply for wider seating positions, recliners, ottomans, and chaises.

Leather upholstery incurs additional charges.

Carpet and Fabric Protection

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.

Tile and Grout Cleaning

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.

Water Damage Restoration

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.

Mould Remediation

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

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

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:

• Accessibility to the garden area on the scheduled service day
• Inform Elite of any specific concerns or preferences related to the gardening service.
• Clear the garden area of any obstacles, debris, or pet-related items.

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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