1. Enquiries and quotations
Requesting a quotation is free and does not commit you to a booking. Please provide accurate details about the property size, condition, cleaning needs and preferred date. Tell us about heavy dirt, renovation residue, access limits or special surfaces, and share clear photos where requested.
We aim to provide a quote within 5 minutes during our service hours once we have enough information. Complex requests or enquiries outside service hours may take longer. This is an estimated response time, not a guaranteed deadline.
Website rates are indicative. Your written quotation confirms the price, agreed scope, any applicable tax and its validity. A fixed quote applies to the scope and property details disclosed when quoting. We do not charge separately for normal parking, transport, or bringing the supplies and equipment needed for the agreed cleaning.
2. Booking and payment
Your booking is secured when you accept the quotation, pay any booking deposit stated in it and receive our written confirmation. Any booking deposit forms part of the cleaning fee and is separate from the rental security deposit held by your landlord. An enquiry alone does not reserve a slot.
Any booking deposit, payment methods and balance due date will be stated in the quotation or invoice before payment. We may withhold booking confirmation or pause unstarted work if an agreed payment is overdue, after notifying you. We will double check the appointment date and time before the cleaning day.
3. Additional charges
Additional charges may apply for excessive dirt, heavy buildup or extra work beyond the condition and scope covered by the quote. This includes a property that is materially larger or dirtier than described, concealed conditions not reasonably apparent when quoting, or additional tasks requested after the quote. Known and included work will not be charged again.
Examples include heavy grease, severe limescale, rust, paint or renovation residue, tape or glue removal, and extra rooms or appliance work. Specialist floor scrubbing and other separately agreed treatments may also cost extra. The price of extra work will be quoted for the specific job; no fixed hourly or per item rate is implied.
Before starting any extra work, we will explain the reason, scope, additional price and any change to the estimated completion time. We will proceed only after you approve, including by WhatsApp or another written message. Extra time caused only by our own staffing or scheduling will not result in an additional charge.
You may decline the extra work. Where practical and safe, we will complete the original agreed scope at the agreed price. If that is not possible, we will discuss a revised scope, rescheduling or cancellation and explain any payment or refund before proceeding. We will not add an undisclosed penalty for refusing extra work.
4. Cleaning scope and equipment
Your quote and checklist define the rooms, surfaces and tasks included. Appliance cleaning and degreasing cover the agreed work only; interior cleaning, dismantling and specialist treatment must be clarified before booking. Any difference from the advertised scope must be explained and agreed in advance. Included appliance cleaning cannot be charged again as an extra.
Unless expressly included, the service excludes moving or disposing of belongings and furniture, cleaning individual personal items, general wall and ceiling wiping, repairs, painting, and steam or specialist cleaning of floors, curtains, blinds, upholstery and carpets. Kitchen wall and bathroom wall cleaning expressly listed in the agreed checklist remains included. Unsafe or inaccessible areas require separate assessment.
We provide the equipment and supplies required for the agreed work. Specialist machine floor scrubbing is an add on unless quoted as included. Cleaning cannot restore worn finishes or remove every permanent stain, scratch or area of corrosion. We may stop a treatment where further cleaning could damage the surface and discuss alternatives with you.
5. Access and customer preparation
Please arrange authorised access, working water and electricity, and any required building approval. Secure valuables, keep pets away from work areas and tell us about fragile items, existing damage, special care instructions or relevant product sensitivities.
You do not need to supervise throughout the cleaning. Please remain reachable, arrange key collection and return, and have yourself or an authorised person available for the final walkthrough. Tell us in advance if this is not possible.
We may pause or decline affected work if access, water, electricity, building approval or safe working conditions are unavailable. We will contact you to discuss the next step. Any waiting or repeat visit fee must be disclosed and agreed in advance. A free return visit for our missed work will not attract such a fee.
6. Rescheduling, cancellation and refunds
If you need to change or cancel your appointment, contact us as soon as possible. New dates are subject to availability. Any change in the cleaning scope or property condition may affect the price, and we will confirm the revised price with you before proceeding.
Rescheduling, cancellation and missed appointment charges, if any, are governed by the terms disclosed and accepted with your quotation before payment. Where those terms allow, reasonable agreed charges may be deducted from the booking deposit. Any balance due or refundable will be explained in writing, subject to applicable law. No undisclosed penalty will be added.
Refund requests will be reviewed against the accepted booking terms, work completed and the reason for the request. A refund is not automatic solely because of a change of mind or a landlord deduction. If we cancel and you do not accept an alternative, payments for unprovided services will be refunded. This does not limit refunds or other remedies required by law.
7. Inspection and free return cleaning
We carry out a final walkthrough with you or your authorised representative. Please point out any missed areas within the agreed scope so we can address them before leaving.
If you find an area we missed after completion, contact us within 24 hours of the service ending. Give us the booking details, describe the issue and provide photos where possible. We will arrange a return visit at no extra cost to clean the missed areas within the agreed scope.
The 24 hours is the reporting window, not a deadline for completing the return visit. We will agree a return time. You must arrange authorised access, including after key handover. Please give us a reasonable opportunity to inspect and correct missed work before arranging another cleaner.
Free return cleaning covers our missed work. It does not cover new dirt caused after cleaning, extra tasks outside the booking or permanent surface damage that cleaning cannot remove. This service promise does not limit your rights or remedies under applicable law.
8. Cleaning time and delays
Cleaning time depends on the property size, condition and agreed work. Any timeframe is an estimate. We will tell you about a material delay and discuss the effect on your plans. Please tell us about any fixed handover deadline before booking.
9. Rental deposit and handover
Our cleaning service helps prepare your property for handover. It does not guarantee the return of your rental security deposit or acceptance by every landlord or agent. Deposit deductions can involve rent, damage, missing items or other matters outside cleaning.
Send us any specific cleaning requirements in your tenancy agreement before booking. We will confirm which requirements are included in the quote. We do not provide legal advice about tenancy disputes.
10. Damage, loss and responsibility
We use reasonable care and skill. Report alleged damage or loss as soon as reasonably possible, with booking details and supporting photos or records. Give us a reasonable chance to investigate before repairs, disposal or third party work. Take reasonable steps to prevent further loss; urgent protective work does not require prior approval.
We are not responsible for existing defects, ordinary wear, permanent staining or unrelated acts of occupants or third parties. This does not excuse damage caused or worsened by our lack of reasonable care. Where responsible, an appropriate remedy will reflect the evidence and the item's age, condition and reasonable repair or replacement value, subject to law.
We do not automatically reimburse third party cleaning or repair bills arranged without first allowing us a reasonable chance to assess and resolve the issue. Urgent, reasonable loss prevention and remedies required by law remain available. Nothing here excludes liability that cannot lawfully be excluded or limits any mandatory consumer right.
11. Contact, applicable law and updates
For booking questions or complaints, contact Clean Up Crew using the details above. These terms are governed by Singapore law. We will first try to resolve complaints directly, without limiting your right to seek help from an appropriate authority, tribunal or court.
Updated terms apply to future bookings. An update will not change an existing confirmed booking without your agreement, except where required by law.