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The following are terms & Conditions of Domestic Cleansing and / or Housekeeping Services.
Information for Clients
Employment Policy
All employee's of TulipWhite have a working with children clearance, verification of no criminal history, they
are non smokers, and have will received training relevant to the client they are being assigned to, this
training will occur in the home of the client they are being assigned to with the clients prior permission. No
employee's will be taken into a clients home unless permission of the client has been granted to TulipWhite.
Any training will not occur at the expense of the client. It is also a possibility in the near future that all
employee's will be given credit to obtain 1st aid certification.
Selection of service
When selecting the service you require, please ensure that your requirements are provided in the level of
service you have chosen. If you book and pay for a service and realise you require other duties that aren't in
your package selection, you will have to email: bookings@tulipwhite.com, stating your extra requirements
and an invoice will be emailed to you for the difference outstanding.
First-Time Bookings
New clients must first book a consultation which incurs a fee. The fee is refunded to you if you go ahead and
secure a booking. In-home or on-phone are the choices available. Once your consultation request along
with payment has been received, then you will receive a phone call to confirm a date and time for your
consultation. No information will be provided by phone until you have read through our terms and conditions
and familiarised yourself with the services available, and any applicable rates.
Please do not sms or email requesting someone to contact you, or request hourly rates. TulipWhite does
not provide a by the hour service, we tailor packages for clients requiring regular domestic or commercial
services.
Bookings & Payments
All bookings must be made online, unless you have a private arrangement. A private arrangement is not the
client emailing TulipWhite stating that payment is on its way, it is a formal agreement in writing provided to
the client by TulipWhite authorising services to be provided ahead of payment being received.
Payments are made online at the time of booking and a range of payment options are available such as:
credit card, EFT, Direct Deposit and e-cheque. Payment via e-cheque and EFT are subject to clearance so
you must book 5-7 business days in advance in order to allow time for funds clearance. If you have made
payment and feel that your funds transfer will not reach our account in time or your next booking, please
email, payments@tulipwhite.com and provide the following details so that payment can be tracked and
verified. Payment amount, payment type, time and date of payment, your financial institution or service used
to transfer funds and reference number used (if applicable), failure to follow this procedure will result in the
client having to wait until the following week to receive their service and you may lose your preferred day of
service. This is standard policy for all clients.
TulipWhite understands that you the client expect to receive a timely, and professional service from us and
we will always act in a professional manner in all regards, however TulipWhite also expects a timely and
professional approach to our services. It is client responsibility to ensure that they keep up to date with
public holidays, and funds transfer processes with their own bank so that their payments reach us in time.
Once you make payment, you will never lose your funds, if they don't reach us in time of your booking, you will
simply have to wait until the following week. If you are unsatisfied with this policy please refer to our refund
policy provided below for details about refunds.
If you are an account holder, your invoice will be issued on the 15th of each month. The due date will be the
24th of the invoice 'issue' month unless it is a public holiday then your due date will the following business
day. Accounts and bookings are only secured by payment, to avoid losing your placement or preferred day /
time each week / fortnight, then ensure that payment for the following month is paid as soon as possible
after the 15th of each month. Accounts not paid until their due date may have to be refunded if a client makes
payment in the interim and as a result you lose your placement. Please note that a client will not lose their
placement for the month that they are receiving services and services have been paid for, advance bookings
unpaid for are only subject to this ruling.
Access to services
To be eligible to receive any services provided by TulipWhite you must register your interest and be placed
on a waitlist even if there is current vacancies, without registering your interest and being placed on a
waitlist, you will be unable to make a booking even if there is availability.
TulipWhite requires this information so that we may better assist clients and match them with appropriate
trained employee's. At present there is a higher than normal demand for our services, however at times we
have cancellations and vacancies, so we can only assist and notify you if you are on our waitlist, please
remember to always update your contact information if there are ever any changes.
To register yourself or a friend please visit our home page and follow the relevant link.
Discounts
Most clients book and pay one month in advance to save on their weekly rates. Discounts of up to $52 per
month are available when you book and pay in advance. Please be aware that in order to benefit from this
feature you must already be a client of TulipWhite and have used our services at least twice.
Refunds
If you make a booking and for any reason you must cancel, or TulipWhite delays your booking due to funds
not reaching our accounts prior to your preferred booking day and time, and as a result you have to wait until
the following week to receive our services, or if you simply find a better rate and service with another
business, a refund can be generated to you via bank transfer to your nominated account - subject to approval.
TulipWhite does not have any cancellation fee's if you are pay your account 30 days or more in advance and
the client cancels service at the end of their billing month. If the client cancels 'mid' cycle, then their is a $110
cancellation fee payable. If TulipWhite cancels your booking due to any reason, you will receive a full refund
however there is a .50 cent processing fee.
If you pay weekly or fortnightly in advance, a cancellation penalty will apply of 1 x service fee and any
applicable surcharges. If you pay monthly in advance and have used part of your service, you will be
penalised for a part payment for cost of products and materials purchased that were needed for use during
your service. This amount is non specific and subject to case by case and booking information.
All refunds are > bank to bank and are processed once per month which is generally on the last day of the
month, however refunds are affected by the date in which you cancel service and request a refund. If you
cancel prior to the 15th of your current billing cycle, your refund will be processed on the last day of that
month. If you cancel after the 15th of your current billing cycle, your refund will be processed on the last day of
the following month.
Please note that if you have not provided TulipWhite with details of your banking information via email to:
payments@tulipwhite.com, your refund will be held by TulipWhite for up to 3 months and then a letter will be
sent to your address on file requesting your banking details, if the client fails to respond, then the funds will
be kept until the end of financial year and a second attempt will be made to contact the client via mail post, if
the client fails to respond within 30 days, the refund will be kept by TulipWhite. Refunds can take up to 10
business days to be processed depending on the amount, initial form of payment made, public holidays,
reasons for refund & bank discretion sending banking details via sms is not an acceptable form of
communication.
At times TulipWhite will provide a client with free services or extra services if the service you booked and paid
for took longer than estimated or quoted to take. These additional or extra services are provided at no charge
during the month of your pre paid invoice, if you cancel your services mid month and have received free or
additional services prior to the cancellation, you will incur a penalty for the base rate for that service.
Free, loyalty or additional services provided at no charge are only gifted to clients whom are regular weekly
clients paying monthly in advance and that have booked and paid for services for the following month.
Cash Payments
A strict NO CASH basis is applicable to all bookings, this protects both the client & employee's of TulipWhite.
Clients are not to pay cash to Employee's conducting the service booked and paid for. If an employee of
TulipWhite request payment in cash, Please call tulipwhite immediately to report this activity or complete an
online complaint form as soon as possible after the incident.
Advertised Rates
Advertised rates on the domestic bookings page on our website are subject to an average sized home with
up to 3 bedrooms and 2 bathrooms. There are surcharges applicable for the following:
Rates - Other
The rates set out by TulipWhite are quite reasonable when compared to regular cleaning agencies, unlike
other businesses, we never charge our clients, booking and cancellation fee's nor do we include insurance
charges and we will never ask for your credit card or financial information for security. Our security is derived
from knowing that every service we provide is that of quality and high standard.
The only time our rates will change is at the end of each financial year, and all clients will be notified well in
advance of any changes that will occur, however even so TulipWhite will still look at ways of developing
payment systems that will save clients money such as paying in advance loyalty discounts, and refer a friend
programs that gain clients credits towards discounts on our domestic services and if you refer enough
friends, you will receive our services for free, its just another way of saying thankyou for using our services,
after all the success of TulipWhite is all thanks to the clients!
Public Holidays
No domestic services are provided on public holidays unless it is a rental vacate package booked and
secured through a registered real estate agent and paid for in advance. Real estate agents usually receive
14 credit terms however this is not applicable to public holidays and weekends.
During Christmas, and new-years there is always an increase and demand for service. Many clients will be
needing extra services or not requiring service as they will be away on holidays. If you are away on holidays
and do not require service, your credit will be moved to your next months account. If you are away on holidays
and still do require your normal service, your normal service will be provided however it may be provided on
a different day / time to your original booking so that clients needing extra services can be accommodated
for. It will be the clients responsibility to ensure that TulipWhite has access to your property while you are
away, failure to provide adequate access will mean that your service will not be provided and you may be
liable to a penalty or cancellation fee (see, refunds for further details).
Weekends
If you are a client on a wait list and wish to receive a service on a weekend until a placement becomes
available on a weekday, you can request a quote via email. A surcharge applies to all weekend bookings to
all persons on a wait list. It is recommended that the residence is vacated during the service being
conducted so that a thorough, efficient and timely service can be provided. Weekend services are perfect for
clients who do their groceries shopping, like to visit relatives or have sporting / social activities early
Saturday / Sunday mornings.
Privacy
Clients who provide a key or access code for their residence to management of TulipWhite can rest assured
that your key and or access codes are not stored together with any of your personal details such as name or
home address, nor will they be duplicated. For your convenience, TulipWhite now offers the sale of key lock
boxes to all clients so that they have control over their house keys and access codes. These devices are
used by most corporate stay apartments and holiday rental houses. For information about the product
including cost, please email, bookings@tulipwhite.com
Complaints
If you are not happy with a service you have received, please complete the online complaint form found on
our website or DOCEP has measures in place to protect consumers.
Health & Safety
For health and safety reasons, all clients must agree to the following:
Time limits
Employee's are instructed of the duties they must perform for the client prior to arriving. Some employee's
may complete the duties in a lesser amount of time than others. As a guide, most domestic services are
completed between 1 hour - 4 hours. The client is not to request an employee stay for a longer amount of
time if the employee has completed the duties they were instructed to perform.
Time limits and levels of service.
As a guide only for the clients knowledge:
Other Services
At times TulipWhite will offer the sale of perishable and non perishable food and beverages. Please be
aware that all products for sale are subject to seasonal change, especially organic fruits and vegetables.
Prices for Fruits and Vegetables are based on current market value of organic produce and subject to
change. For information regarding what is in season, please visit our online store for updates, or email to
request a pamphlet and order form to be mail to you via post.
Delivery charges are not applicable to all purchases of products from our store if purchased prior to your next
booking and requested to be delivered on the day of your next booking. All weekend deliveries attract a
transport and handling fee and is subject to your postal code.
Information for Clients
Employment Policy
All employee's of TulipWhite have a working with children clearance, verification of no criminal history, they
are non smokers, and have will received training relevant to the client they are being assigned to, this
training will occur in the home of the client they are being assigned to with the clients prior permission. No
employee's will be taken into a clients home unless permission of the client has been granted to TulipWhite.
Any training will not occur at the expense of the client. It is also a possibility in the near future that all
employee's will be given credit to obtain 1st aid certification.
Selection of service
When selecting the service you require, please ensure that your requirements are provided in the level of
service you have chosen. If you book and pay for a service and realise you require other duties that aren't in
your package selection, you will have to email: bookings@tulipwhite.com, stating your extra requirements
and an invoice will be emailed to you for the difference outstanding.
First-Time Bookings
New clients must first book a consultation which incurs a fee. The fee is refunded to you if you go ahead and
secure a booking. In-home or on-phone are the choices available. Once your consultation request along
with payment has been received, then you will receive a phone call to confirm a date and time for your
consultation. No information will be provided by phone until you have read through our terms and conditions
and familiarised yourself with the services available, and any applicable rates.
Please do not sms or email requesting someone to contact you, or request hourly rates. TulipWhite does
not provide a by the hour service, we tailor packages for clients requiring regular domestic or commercial
services.
Bookings & Payments
All bookings must be made online, unless you have a private arrangement. A private arrangement is not the
client emailing TulipWhite stating that payment is on its way, it is a formal agreement in writing provided to
the client by TulipWhite authorising services to be provided ahead of payment being received.
Payments are made online at the time of booking and a range of payment options are available such as:
credit card, EFT, Direct Deposit and e-cheque. Payment via e-cheque and EFT are subject to clearance so
you must book 5-7 business days in advance in order to allow time for funds clearance. If you have made
payment and feel that your funds transfer will not reach our account in time or your next booking, please
email, payments@tulipwhite.com and provide the following details so that payment can be tracked and
verified. Payment amount, payment type, time and date of payment, your financial institution or service used
to transfer funds and reference number used (if applicable), failure to follow this procedure will result in the
client having to wait until the following week to receive their service and you may lose your preferred day of
service. This is standard policy for all clients.
TulipWhite understands that you the client expect to receive a timely, and professional service from us and
we will always act in a professional manner in all regards, however TulipWhite also expects a timely and
professional approach to our services. It is client responsibility to ensure that they keep up to date with
public holidays, and funds transfer processes with their own bank so that their payments reach us in time.
Once you make payment, you will never lose your funds, if they don't reach us in time of your booking, you will
simply have to wait until the following week. If you are unsatisfied with this policy please refer to our refund
policy provided below for details about refunds.
If you are an account holder, your invoice will be issued on the 15th of each month. The due date will be the
24th of the invoice 'issue' month unless it is a public holiday then your due date will the following business
day. Accounts and bookings are only secured by payment, to avoid losing your placement or preferred day /
time each week / fortnight, then ensure that payment for the following month is paid as soon as possible
after the 15th of each month. Accounts not paid until their due date may have to be refunded if a client makes
payment in the interim and as a result you lose your placement. Please note that a client will not lose their
placement for the month that they are receiving services and services have been paid for, advance bookings
unpaid for are only subject to this ruling.
Access to services
To be eligible to receive any services provided by TulipWhite you must register your interest and be placed
on a waitlist even if there is current vacancies, without registering your interest and being placed on a
waitlist, you will be unable to make a booking even if there is availability.
TulipWhite requires this information so that we may better assist clients and match them with appropriate
trained employee's. At present there is a higher than normal demand for our services, however at times we
have cancellations and vacancies, so we can only assist and notify you if you are on our waitlist, please
remember to always update your contact information if there are ever any changes.
To register yourself or a friend please visit our home page and follow the relevant link.
Discounts
Most clients book and pay one month in advance to save on their weekly rates. Discounts of up to $52 per
month are available when you book and pay in advance. Please be aware that in order to benefit from this
feature you must already be a client of TulipWhite and have used our services at least twice.
Refunds
If you make a booking and for any reason you must cancel, or TulipWhite delays your booking due to funds
not reaching our accounts prior to your preferred booking day and time, and as a result you have to wait until
the following week to receive our services, or if you simply find a better rate and service with another
business, a refund can be generated to you via bank transfer to your nominated account - subject to approval.
TulipWhite does not have any cancellation fee's if you are pay your account 30 days or more in advance and
the client cancels service at the end of their billing month. If the client cancels 'mid' cycle, then their is a $110
cancellation fee payable. If TulipWhite cancels your booking due to any reason, you will receive a full refund
however there is a .50 cent processing fee.
If you pay weekly or fortnightly in advance, a cancellation penalty will apply of 1 x service fee and any
applicable surcharges. If you pay monthly in advance and have used part of your service, you will be
penalised for a part payment for cost of products and materials purchased that were needed for use during
your service. This amount is non specific and subject to case by case and booking information.
All refunds are > bank to bank and are processed once per month which is generally on the last day of the
month, however refunds are affected by the date in which you cancel service and request a refund. If you
cancel prior to the 15th of your current billing cycle, your refund will be processed on the last day of that
month. If you cancel after the 15th of your current billing cycle, your refund will be processed on the last day of
the following month.
Please note that if you have not provided TulipWhite with details of your banking information via email to:
payments@tulipwhite.com, your refund will be held by TulipWhite for up to 3 months and then a letter will be
sent to your address on file requesting your banking details, if the client fails to respond, then the funds will
be kept until the end of financial year and a second attempt will be made to contact the client via mail post, if
the client fails to respond within 30 days, the refund will be kept by TulipWhite. Refunds can take up to 10
business days to be processed depending on the amount, initial form of payment made, public holidays,
reasons for refund & bank discretion sending banking details via sms is not an acceptable form of
communication.
At times TulipWhite will provide a client with free services or extra services if the service you booked and paid
for took longer than estimated or quoted to take. These additional or extra services are provided at no charge
during the month of your pre paid invoice, if you cancel your services mid month and have received free or
additional services prior to the cancellation, you will incur a penalty for the base rate for that service.
Free, loyalty or additional services provided at no charge are only gifted to clients whom are regular weekly
clients paying monthly in advance and that have booked and paid for services for the following month.
Cash Payments
A strict NO CASH basis is applicable to all bookings, this protects both the client & employee's of TulipWhite.
Clients are not to pay cash to Employee's conducting the service booked and paid for. If an employee of
TulipWhite request payment in cash, Please call tulipwhite immediately to report this activity or complete an
online complaint form as soon as possible after the incident.
Advertised Rates
Advertised rates on the domestic bookings page on our website are subject to an average sized home with
up to 3 bedrooms and 2 bathrooms. There are surcharges applicable for the following:
- double sized or extra bedrooms
- double sized bathrooms
- extra bathrooms
- extra separate toilets
- large residence surcharge for large scale homes (i.e. More than 1 living / dining area or multi level
homes / offices).
Rates - Other
The rates set out by TulipWhite are quite reasonable when compared to regular cleaning agencies, unlike
other businesses, we never charge our clients, booking and cancellation fee's nor do we include insurance
charges and we will never ask for your credit card or financial information for security. Our security is derived
from knowing that every service we provide is that of quality and high standard.
The only time our rates will change is at the end of each financial year, and all clients will be notified well in
advance of any changes that will occur, however even so TulipWhite will still look at ways of developing
payment systems that will save clients money such as paying in advance loyalty discounts, and refer a friend
programs that gain clients credits towards discounts on our domestic services and if you refer enough
friends, you will receive our services for free, its just another way of saying thankyou for using our services,
after all the success of TulipWhite is all thanks to the clients!
Public Holidays
No domestic services are provided on public holidays unless it is a rental vacate package booked and
secured through a registered real estate agent and paid for in advance. Real estate agents usually receive
14 credit terms however this is not applicable to public holidays and weekends.
During Christmas, and new-years there is always an increase and demand for service. Many clients will be
needing extra services or not requiring service as they will be away on holidays. If you are away on holidays
and do not require service, your credit will be moved to your next months account. If you are away on holidays
and still do require your normal service, your normal service will be provided however it may be provided on
a different day / time to your original booking so that clients needing extra services can be accommodated
for. It will be the clients responsibility to ensure that TulipWhite has access to your property while you are
away, failure to provide adequate access will mean that your service will not be provided and you may be
liable to a penalty or cancellation fee (see, refunds for further details).
Weekends
If you are a client on a wait list and wish to receive a service on a weekend until a placement becomes
available on a weekday, you can request a quote via email. A surcharge applies to all weekend bookings to
all persons on a wait list. It is recommended that the residence is vacated during the service being
conducted so that a thorough, efficient and timely service can be provided. Weekend services are perfect for
clients who do their groceries shopping, like to visit relatives or have sporting / social activities early
Saturday / Sunday mornings.
Privacy
Clients who provide a key or access code for their residence to management of TulipWhite can rest assured
that your key and or access codes are not stored together with any of your personal details such as name or
home address, nor will they be duplicated. For your convenience, TulipWhite now offers the sale of key lock
boxes to all clients so that they have control over their house keys and access codes. These devices are
used by most corporate stay apartments and holiday rental houses. For information about the product
including cost, please email, bookings@tulipwhite.com
Complaints
If you are not happy with a service you have received, please complete the online complaint form found on
our website or DOCEP has measures in place to protect consumers.
Health & Safety
For health and safety reasons, all clients must agree to the following:
- Do not request employee's of TulipWhite to change or handle pet litter under any circumstances, or
leave animal waste in other area's of your home for an employee to clean and sanitise. - Do not request employee's to dispose of sanitary waste or biological waste.
- Do not request employee's to remove rubbish from your home.
- Do not allow dogs inside whilst the service is being conducted & ensure animals are restrained.
- Do not request Employee's to climb on ladders
- Do not offer illegal substances to employee's, including alcohol or prescription painkillers.
- Do not smoke Tobacco or illegal substances in the presence of employee's or inside your home
whilst an employee is on site and being paid to conduct a service. - Do not offer to give your house keys to employee's, there are special access procedures that must be
followed. Please phone a senior representative of TulipWhite for More information. - Clients are not to request that an employee handle or use dangerous chemicals. A list of permitted
chemicals & cleaning agents are given to employee's & they are not allow to use other products. - Clients must not distract employee's and attempt to engage into conversation unrelated to the
service being provided whilst they are working if they are home during their booking, this increases
the amount of time it takes to provide you with a quality service and also jeopardises our ability to
provide timely services to other clients booked on the same day. - Clients must notify TulipWhite via email or telephone of any residents in their home that have an
infectious disease, or have recently been exposed to persons with an infectious disease, virus or
illness. Failure to report this information may result in cancellation of your service and denial of any
future services with TulipWhite. For a copy of the relevant infectious diseases, please email your
request through and you will be sent an electronic form.
Time limits
Employee's are instructed of the duties they must perform for the client prior to arriving. Some employee's
may complete the duties in a lesser amount of time than others. As a guide, most domestic services are
completed between 1 hour - 4 hours. The client is not to request an employee stay for a longer amount of
time if the employee has completed the duties they were instructed to perform.
Time limits and levels of service.
As a guide only for the clients knowledge:
- Standard service = not More than 2 hours.
- Premium service = not More than 3 hours.
- Absolute = not More than 4 hours.
- Deluxe service = not more than 5 hours.
Other Services
At times TulipWhite will offer the sale of perishable and non perishable food and beverages. Please be
aware that all products for sale are subject to seasonal change, especially organic fruits and vegetables.
Prices for Fruits and Vegetables are based on current market value of organic produce and subject to
change. For information regarding what is in season, please visit our online store for updates, or email to
request a pamphlet and order form to be mail to you via post.
Delivery charges are not applicable to all purchases of products from our store if purchased prior to your next
booking and requested to be delivered on the day of your next booking. All weekend deliveries attract a
transport and handling fee and is subject to your postal code.