Service Scope and Exclusions

This page explains the general scope and limitations of services provided by Eminence Cleaning Group Pte. Ltd., trading as Eminence Cleaning.

The exact scope for every job is the scope confirmed in writing through our quotation, invoice, booking confirmation, WhatsApp or email. Where this page and a confirmed quotation differ, the confirmed quotation controls for that booking.

This page should be read with our Terms and Conditions, Customer Preparation Guide, and Refund and Reclean Policy.

1. Meaning of “Accessible”

Unless a quotation says otherwise, an area is considered accessible when it can be reached safely:

• from floor level or with ordinary approved access equipment brought for the job;
• without dismantling fixtures, doors, appliances or building components;
• without moving unusually heavy, unstable or high-value furniture;
• without leaning out of windows, crossing barriers or entering restricted areas; and
• without exposing the team to electrical, chemical, biological, fall or structural risk.

An item being visible does not necessarily mean it is safe or included to clean.

2. General Cleaning or Regular Upkeep

A general or recurring cleaning service usually focuses on routine upkeep of occupied premises. Depending on the confirmed package, it may include:

• dusting or wiping accessible surfaces;
• vacuuming and mopping accessible floors;
• cleaning accessible bathroom fixtures and surfaces;
• wiping accessible kitchen counters, sinks and exterior surfaces;
• emptying ordinary household or office bins into an on-site disposal point; and
• basic cleaning of agreed bedrooms, living areas, common areas or workspaces.

General cleaning does not automatically include deep grease removal, heavy scale, restoration, interior appliance cleaning, interior cabinet cleaning, upholstery extraction, floor-machine work, high-level cleaning, heavy decluttering or renovation residue.

3. Deep Cleaning

Deep cleaning is intended for premises requiring more detailed attention than routine upkeep. The confirmed scope may include selected items such as:

• detailed dust removal from accessible fixtures, edges, ledges and skirting;
• more intensive bathroom and kitchen cleaning;
• cleaning of accessible doors, frames, switches and fittings;
• removal of heavier surface dirt and grease where safe and reasonably treatable;
• detailed vacuuming and mopping; and
• agreed add-ons such as appliance interiors, cabinet interiors, steam cleaning or machine scrubbing.

“Deep cleaning” does not mean restoration to new condition. Permanent stains, old grease penetration, corrosion, scratches, failed sealants, worn coatings and material damage may remain.

4. Move-In and Move-Out Cleaning

Move-in and move-out cleaning is normally quoted based on an empty or substantially cleared property. It may cover agreed areas such as floors, bathrooms, kitchen surfaces, fixtures and accessible internal surfaces.

The following are included only when specifically stated:

• inside cabinets, wardrobes and drawers;
• inside ovens, refrigerators or other appliances;
• balcony, yard, storeroom or service ledge detailing;
• window tracks, grilles or glass beyond the quoted extent;
• removal of adhesive, stickers, tape or tenancy fixtures;
• steam cleaning of mattresses, sofas, curtains or carpets; and
• disposal of abandoned furniture, bulky waste or tenant belongings.

We do not guarantee the return of a tenancy deposit or acceptance by a landlord, agent, buyer or property manager. Those decisions may depend on repairs, inventory condition and contractual obligations outside the cleaning scope.

5. Post-Renovation Cleaning

Post-renovation cleaning generally focuses on accessible fine dust and ordinary renovation residue after contractors have completed their work. The property should be released for cleaning only after drilling, cutting, sanding, painting and other dust-generating works have stopped.

Depending on the quotation, the service may include:

• detailed dust removal from accessible surfaces and fittings;
• vacuuming and mopping floors;
• cleaning accessible cabinets and fixtures;
• cleaning agreed windows, tracks or grilles; and
• treatment of selected light residue where safe and included.

The following are not automatically included:

• removal of construction debris, rubble, cartons, timber, tiles or bulky waste;
• contractor tools, protective sheets or unfinished work areas;
• hardened cement, grout haze, paint, silicone, adhesive, epoxy or chemical residue;
• rectification of renovation defects, scratched glass, damaged tiles or stained stone;
• repeated cleaning caused by contractors resuming dusty work after our service; and
• hazardous materials or unknown chemical residue.

Heavy or specialist residue removal requires photographs, site assessment and a separate written scope. Some residue cannot be removed without risking surface damage.

6. Office and Commercial Cleaning

Office, retail and commercial services are quoted according to floor area, frequency, operating hours, building requirements, workstations, pantries, toilets, glass, carpets, waste volume and site rules.

Unless expressly included, commercial cleaning excludes:

• handling or organising confidential documents;
• moving IT systems, safes, filing cabinets or heavy equipment;
• specialist food-production, medical, laboratory or industrial sanitation;
• external facade access;
• security, pest-control, repair or maintenance work; and
• regulated or hazardous waste disposal.

The customer must provide security procedures, access passes, loading information, induction requirements and an authorised site contact.

7. Steam, Upholstery, Mattress, Carpet and Curtain Cleaning

The chosen method depends on fabric, construction, colourfastness, manufacturer guidance, stain type and equipment access. The service may include vacuuming, steam treatment, extraction or another agreed method.

Customers must disclose delicate, antique, hand-dyed, natural-fibre, damaged or previously treated items. We may test a small area or decline treatment where colour run, shrinkage, watermarking, delamination or damage is reasonably possible.

We do not guarantee complete removal of stains, odours, allergens, urine, mould, dye transfer or previous chemical residue. Drying time varies with fabric, humidity, ventilation, weather and airflow. The customer is responsible for maintaining suitable ventilation after service.

8. Floor Scrubbing, Polishing and Natural Stone

Machine scrubbing, polishing, sealing, marble treatment and other floor work require separate assessment and quotation. Results depend on the floor material, coating, previous treatment, scratches, etching, lippage, moisture and structural condition.

Cleaning or polishing cannot repair cracked tiles, loose flooring, deep scratches, hollow areas, failed coatings, severe etching or installation defects. Test patches may be required.

9. Formaldehyde, VOC and Air-Related Services

Any formaldehyde, VOC, odour or air-related service is limited to the written method, treatment area and testing arrangement stated in the quotation.

Unless expressly guaranteed in a signed written agreement, the service does not promise:

• a medical or health outcome;
• complete elimination of every chemical or odour source;
• a permanent zero reading;
• treatment of hidden emissions inside building materials; or
• replacement for source removal, ventilation, professional environmental assessment or medical advice.

Readings can vary by device, location, temperature, humidity, ventilation, furnishings and time since renovation.

10. Common Add-Ons

The following generally require express inclusion and additional pricing:

• oven, refrigerator and appliance interiors;
• cabinet, wardrobe and drawer interiors;
• sofa, mattress, carpet and curtain treatment;
• floor-machine scrubbing or polishing;
• marble or natural-stone treatment;
• high-level or specialist window cleaning;
• heavy grease or scale treatment;
• balcony, yard, service ledge or external-area work;
• removal of stickers, adhesive or renovation residue;
• additional manpower, equipment or time;
• waste removal; and
• urgent, overnight or restricted-hours work.

11. Excluded or Restricted Work

Unless a qualified specialist scope is expressly agreed, we do not provide:

Biohazard and extreme sanitation work

• blood, bodily fluids, faeces, needles, sharps or medical waste;
• crime-scene, trauma, decomposition or infectious-disease remediation;
• severe hoarding, animal contamination or extreme sanitation; or
• unknown biological material.

Pest and mould remediation

• pest extermination, nest removal or treatment of active infestations;
• structural mould remediation or removal of contaminated building material; or
• warranties that mould, pests or odours will not return.

Light surface marks may be cleaned only where safe and specifically agreed. The underlying moisture or infestation source must be addressed separately.

Hazardous, regulated or unknown materials

• asbestos, lead, mercury, corrosives or industrial chemicals;
• hazardous dust or unknown renovation residue;
• chemical spills; or
• regulated waste transport or disposal.

Unsafe access and high-risk work

• external facade or rope-access work;
• leaning or climbing outside windows;
• unstable ladders, roofs, ledges, awnings or unprotected heights;
• confined spaces or structurally unsafe areas; or
• work requiring permits, specialist licences or equipment not included in the quotation.

Repairs and restoration

• plumbing, electrical, carpentry, painting or handyman work;
• repair of appliances, fittings, seals, grout, tiles or flooring;
• restoration of burns, corrosion, scratches, etching or discolouration; or
• rectification of contractor or building defects.

Heavy lifting, dismantling and disposal

• moving pianos, safes, large cabinets, loaded shelving or unusually heavy furniture;
• dismantling beds, wardrobes, appliances or fixtures;
• clearing contractor debris, bulky furniture or excessive rubbish; or
• transporting waste off-site unless separately quoted.

12. Personal Items, Clutter and Confidential Material

Cleaners are not responsible for deciding where personal belongings should be stored. Heavy clutter may prevent access and reduce the amount of cleaning completed.

Cash, jewellery, medication, identity documents, keys, legal documents, confidential records and small valuables must be secured before service. We may avoid desks, shelves or rooms containing sensitive documents or fragile items where safe access is not available.

Laundry, dishwashing, bed-making, organising, packing and decluttering are excluded unless included in writing.

13. Permanent Stains and Material Limitations

Reasonable cleaning effort does not guarantee removal of:

• rust, burns, etching, corrosion or hard-water damage;
• aged grease, dye, ink, paint, adhesive or cement penetration;
• mould embedded below a surface;
• discolouration from sunlight, age or chemical exposure;
• scratches, chips, cracks, loose coatings or worn finishes; or
• odours absorbed into foam, timber, walls or building material.

We may stop treatment if continuing could damage the item or surface.

14. Site Condition and Scope Variations

If the property is larger, dirtier, more cluttered, less accessible or materially different from the information supplied, we may:

1. explain the difference;
2. propose a revised scope, price, manpower level or completion time;
3. prioritise agreed areas within the original booking; or
4. decline unsafe or unapproved additional work.

No additional chargeable work will be carried out without customer approval, except reasonable emergency action needed to prevent immediate injury or property damage.

15. Service Completion and Concerns

The customer should inspect completed areas promptly. Concerns about an item within the confirmed scope should be sent with clear photographs within 24 hours after job completion.

Eligible concerns are reviewed under our Refund and Reclean Policy. A limitation or exclusion disclosed on this page is not a missed-scope item merely because the desired result was not achieved.

16. Contact Us

For scope confirmation or a tailored quotation:

Eminence Cleaning Group Pte. Ltd.
WhatsApp: +65 9883 0358
Email: sales@eminencecleaning.sg
Website: https://www.eminencecleaning.sg