Terms and Conditions | Crystal Services Group

Sydney’s Trusted Experts in: Window, Roof & Gutter Cleaning
Pressure Cleaning & House Washing

Terms and Conditions

Here at Crystal Services Group, we want all our clients to understand our service expectations. We feel it is important to be fully informed of the services and their expectations. Please fully review and let us know if you have any questions or concerns about any information contained in our agreement. We recommend you verify that you read and understood the terms and conditions agreement before we commence any work.

Description of Binding Agreement

These terms and conditions serve as a binding agreement between the property owner, hereby identified as “client” and Crystal Services Group and its owners, employees, and subcontractors, hereby identified as “company,” for the execution or services in exchange for payment for residential or commercial cleaning services. The services that Crystal Services Group provides to you are subject to the following terms and we reserve the right to update the terms and conditions any time without notice to you. You can review the Terms and conditions by clicking on the Terms and conditions links via our website, email communications, or any other communications such as quotes or invoice links.

Risks and Releases of Liability Acknowledgement

Crystal Services Group technicians are well trained in the equipment used in the cleaning industry and take extreme precautions in making sure the company does not cause harm to your investment. Crystal Services Group uses safe techniques with the use of low pressure on delicate surfaces. However, damage can still occur to any delicate surface due to poor maintenance, neglect of the property and, low-grade building materials that do not comply with the Building Code of Australia (BCA). Routine maintenance per the manufacture’s recommendations on the home’s surfaces should be implemented by homeowners to avoid any potential defects. Prior to washing the home any areas of concern need to be addressed by the homeowner. This will prevent damage from occurring. The homeowner assumes all the risks and takes responsibility for any damage that occurs due to improper maintenance.

Crystal Services Group is not responsible for damages due to improperly installed siding, loose roof tiles or siding, broken or opened windows, improperly sealed windows and doors, wood rot, defective construction, improperly secured wires, loose or improperly installed gutters, and leaders and improper caulking. On most of the surfaces, the sun and weather will bleach the color or cause fading. Pressure washing, which entails the removal of chalky, gritty, or failing surface materials may cause the faded aspects to stand out. Crystal Services Group will not be responsible for such conditions.

On the date of service, the company will note any pre-existing damage on the field hand checklist. If the homeowner is unavailable at the time of noted damage, the company will note the absence on the field hand checklist and take photos of noted damage. The homeowner will have to sign off on the checklist to note they have been informed of any damage once the work is complete. If the homeowner is unavailable at the time of completion, the office manager will notify the client of any damage before work along with supporting documentation. If any new damage is found during the cleaning process, the company will cease all cleaning efforts until the client can see the damage and acknowledge its existence.

Cancelation Policy

We understand that life can be unpredictable and that from time to time things happen which may result in you having to reschedule or cancel a cleaning service. We will do our very best to accommodate you in every way we can, all we ask is that you give us at least 48 HOURS NOTICE BY EMAIL ONLY.

Please understand that time is VALUABLE and if you do not give us notice, our technicians waste precious traveling time, and money.  We also miss the oportunity to book another job. If you neglect to give us  the 48 HOURS NOTICE  we will have no choice but to apply a non-cancellation fee OF 50% of the total service price (inc GST). This fee will also be applied if our technicians are booked for a job and are unable to access your home at the booked time. We will, however, endeavour to contact you and allow 30 minutes leeway in case you are running late.

House Washing Acknowledgement

The client understands that any blemish or flaw or any existing oxidation will be more noticeable after cleaning. The client understands that company may not find every flaw and is not responsible if it is more noticeable after wash unless it is found to be of negligence on the company end. The client understands that we recommend that all outside electrical outlets and fixtures are shut off before arrival to complete washing service as an additional precaution. The client also understands if we do a site unseen quote based on provided photos, that we will not be able to note any flaws in exterior surfaces. If we do a site unseen quote, the client understands that our technicians will do their best to point this out at the date of cleaning. The client also understands that our cleaning solution is specifically designed for our cleaning services and it will not cause any discoloration or damage. The client understands that during the house washing service they will receive a basic window cleaning. This is not a window cleaning service. A basic window cleaning will get debris off from the windows, but you could be left with water spots. If you are looking for a squeaky-clean shine on windows, you will want to get the added window cleaning service. We recommend removing your screens to allow any debris between the window and screen to be rinsed away in a house washing. If you are getting your windows cleaned, we recommend removing screens previous to work. Screens are very delicate and if we are required to remove them, we cannot hold any responsibility if damage occurs.

Roof Cleaning Acknowledgement

Crystal Services Group technicians perform a quick inspection looking for simple issues on your roof (i.e. broken tiles, defective sealing, etc.). Photos before and after are always taken and send to you upon request. Technicians will inspect the pointing as well, caps and ridges. If the technician understands that it needs repointing prior to the start, they will provide you with a quote for it. Some of these issues can be fixed or addressed by our team with prior arrangements. The client understands that Crystal Services Group is not a roofing company and the inspection provided is a courtesy. The client understands that a roofing professional should be contacted if any major concern about the inspection. The client also understands that Crystal Services Group is not responsible for any issues related to this inspection.

Gutter Cleaning Acknowledgement

In most cases, technicians will clean your gutter off the roof, using a harness if necessary and a leaf blower. Sometimes due to a steep roof or difficult access, they will do the cleaning off the ladder. The client understands that any specific cleaning method that differs from the methods mentioned above must be requested in advance. The client also understands that if any other method is requested, an additional charge may apply. The client understands that if a downpipe is blocked, the technician will use a “snake” to clear it or flush it using a garden hose. However, it is important to emphasize that our technicians are not plumbers and in case of a blocked downpipe that cannot be unblocked using the “snake” or garden hose, Crystal Services Group will not hold responsibility for it or obligation to solve this type of problem. The technicians do not hose the gutters every time they do the cleaning, only if it is required by the client (additional charges may apply) and/or when they see the need for this.

Pressure Cleaning Acknowledgment

The client understands that Pressure Cleaning is a cleaning service and we cannot hold any responsibility if stains are not removed after the pressure service. However, our technicians will try their best to identify and point out any stain prior to start. The client also understands that we are not responsible for previously existing loose and/or chip tiles and damaged grout, and also for remaining debris after cleaning due to improper drainage.

Window Cleaning Acknowledgment

Windows are divided into four parts: glass, frame, track, and sill. The client understands that the window cleaning service is only for the glass, any other service must be agreed upon in advance and described in the quotation. Removal of any building materials (i.e. cement, paint, silicone, adhesive tape, etc.) on the windows is not included in our window cleaning service, except if agreed in advance and described in the quotation.

On the Day of Service

– You are expected to be home (or at least) at the beginning and end of our work in order to welcome the team and make final approval on the service done and payment;

Please do not book other tradies on the same day. This will disrupt the performance of both;

– Please inform about any area that needs special care or should be avoided, especially for issues related to water seepage or leakage;

– Please ensure that you have a water tap activated and accessible;

– If you are going to have House Wash, Roof Cleaning, or Window Cleaning, please have all windows and doors shut tightly. Make sure they are properly sealed to avoid water coming through;

– If you are going to have Roof Cleaning, please notify your neighbors in advance. We are going to clean their property afterward if needed;

– Please have all pets and kids inside before and during cleaning – even though we love pets and kids we can’t be responsible for their safety while we are working;

– Please clear the work areas of all items, put the blinds up, and remove all sensitive materials from the areas being cleaned such as furniture, doormats, and vehicles;

– Please avoid using water during our Pressure Cleaning Services to ensure no loss of pressure or volume;

Exclusions & Limitations

If water intrusion occurs, the company will not be held responsible. We make every effort to prevent this but due to unavoidable issues such as bad seals around windows and doors, cracks in concrete foundations, and lack of waterproof. Notify the company if there are any surfaces on or near the home that cannot have any form of our cleaning solution on them. If we are failed to be notified of this, the company is not responsible for any ill effect on any surfaces.

If Any Damage Occurs

Crystal Services Group will be obligated under our terms and conditions for any damage that was a direct result of operator error, negligence, or willful misconduct. Damages must be discovered and reports to Crystal Services within 48h of completion of service. The company will be allowed 3 days from the date of written receipt to inspect the premises and have the sole option in repairing or contracting repair to any damages that were the result of negligence.

Acceptance to Terms

By accepting the quote, the client agrees to all the terms and conditions in this agreement. You authorize Crystal Services Group to do the work as specified on the quote. You release our company from property damage unless negligence or wilful misconducts cause it. Crystal Services Group is not responsible for damage to loose siding, paint, wood, trim, or windows that were previously noted as damage or found during the preinspection walk-through.


This Policy has the object to kindly inform you about our payment terms.

All services that Crystal Services Group provides are due to the completion of the work, directly to the staff

member who completed the service.

We accept the following payment options:

1. Credit Card;

2. Debit Card;

3. Cash;

4. Check;

5. Bank Transfer (EFT).

An invoice will be sent to the person or company at the time of the completion of the work.

If you would like to discuss a different option of payment, please let us know before accepting the quote. Any variance to this policy must be agreed upon and in writing on our quotation prior to its approval.

We also would like to inform you that unfortunately a late charge fee of 20% p.a. of the outstanding balance will be immediately assessed on all balances not paid in accordance with contract terms. The customer agrees to pay any collection cost incurred by Crystal Services Group related to the collection process of outstanding balances.

We thank you in advance for your cooperation.

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