We are Committed to Our Customers and Our Service
Upon our initial inspection of your property, we will advise of any areas of concern that may require additional time. On the day of the service, if additional labour or equipment is required to complete the service, we would contact you to seek approval to continue or cease at the agreed time/rate. Please note that you are under no obligation to accept the additionally requested time should it be required, however we DO NOT guarantee services that are deemed to be incomplete.
In addition, although we aim to ensure every job is cleaned professionally and every customer is happy, not all stains can be removed nor all damaged repaired through cleaning. Our definition of ‘Complete Satisfaction’ pertains to a level of improvement not perfection. Properties in a state of wear and tear or in some instances 'trashed properties' cannot be restored to brand new. However, we will make every effort to ensure your property is presented to its very best condition.
Our Complete Satisfaction Guarantee
TJP Professional Services is proud to offer our customers a ‘Complete Satisfaction Guarantee’. If for some reason our service does not meet your expectations, please contact TJP Services in writing within seven (7) days of completion of the service, outlining the complaint and/or issue with the service performed.
Providing the service has already been paid for in full, TJP Services will then arrange a service provider to return to the property to resolve any issues without charge.
In normal circumstances, this process would occur within 48 hours after receiving formal notification, but may take up to five (5) business days (dependent upon the service provider’s availability to re-attend the premises).
Before rectification works can commence, we request the customer provides a clear list of re-works to be completed to the customer’s satisfaction. For Bond / Post Sale Cleans, this list is usually provided by the Property Manager / Agent.
In the event you require a re-attendance clean it is a requirement that either you (the customer), a customer’s representative / agent attends the property to ensure such satisfactions are then met.
Please note, our scope of work does not cover:
- Dust settlement that occurs naturally between the time of service and re-inspection. Please note that accumulation of dust over time is considered normal and activities such as ‘open homes’ are likely to speed up this process.
- Cleaning a property after trades people have conducted work at the property after our cleaners have concluded their services, including Pest Control.