Terms and Conditions

These Terms and Conditions govern all quotations, bookings and cleaning or related services supplied by Eminence Cleaning Group Pte. Ltd. (UEN 202524871E), trading as Eminence Cleaning (“Eminence”, “we”, “us” or “our”).

By accepting a quotation, confirming a booking, paying a deposit or booking fee, allowing our team to begin work, or otherwise instructing us to provide a service, you agree to these Terms and Conditions. If you book on behalf of another person or organisation, you confirm that you are authorised to accept these terms for them.

1. Company Details

• Legal name: Eminence Cleaning Group Pte. Ltd.
• UEN: 202524871E
• Address: 190 Woodlands Bizhub, Woodlands Industrial Park E5, #08-06, Singapore 757516
• Website: https://www.eminencecleaning.sg
• WhatsApp: +65 9883 0358
• Email: sales@eminencecleaning.sg

2. Services and Confirmed Scope

We provide residential, commercial and specialised cleaning services in Singapore. These may include regular cleaning, deep cleaning, move-in or move-out cleaning, post-renovation cleaning, office cleaning, steam and upholstery cleaning, mattress cleaning, appliance cleaning, floor scrubbing, marble polishing, window cleaning, formaldehyde or VOC-related services, and agreed add-ons.

The confirmed scope is the work expressly stated in our quotation, invoice, booking confirmation, WhatsApp message, email or other written communication from an authorised Eminence representative. Website descriptions, advertisements, photographs, FAQs and general service lists are guides only. They do not add work to a confirmed booking unless that work is included in writing.

Our Service Scope and Exclusions forms part of these terms.

3. Quotations and Pricing

Quotations are based on the information available when we prepare them, including:

• property type, size and layout;
• number of rooms, toilets, workstations or service areas;
• photographs, videos and descriptions of site condition;
• type of cleaning and requested add-ons;
• access, parking, loading, lift and building requirements;
• preferred date, time, urgency and estimated duration;
• manpower, equipment, chemicals and consumables required; and
• any special risks or customer instructions disclosed to us.

Unless otherwise stated, prices are in Singapore dollars. GST treatment, if applicable, will be shown on the relevant quotation or invoice.

A quotation may be revised before additional work begins if the actual condition, size, access arrangement or requested scope differs materially from what was disclosed. We will explain the change and seek approval before proceeding with chargeable additional work. We are not required to perform work outside the confirmed scope at the original price.

Promotional prices, discounts and package offers are subject to their stated conditions and validity periods. They cannot be combined unless we confirm otherwise in writing.

4. Booking Confirmation

An enquiry, tentative date or unsigned quotation does not by itself guarantee a booking. A booking is confirmed only when we issue written confirmation and any required booking fee, deposit or prepayment has been received.

Availability remains subject to manpower, transport, equipment and site-access requirements until confirmation. We may decline or withdraw an unconfirmed quotation if information changes or capacity is no longer available.

5. Deposits, Invoices and Payment

Any booking fee, deposit, payment milestone or credit term will be stated before the booking is confirmed.

Unless otherwise agreed in writing:

• residential and one-time services are payable before service, on completion, or immediately after completion as stated in the booking confirmation;
• recurring, corporate and commercial services are payable according to the invoice or signed service agreement; and
• payment is not considered received until cleared funds reach our nominated account or payment channel.

Customers must check invoices promptly and raise any billing query without unreasonable delay. A service-quality concern does not automatically suspend payment for undisputed work. Approved refunds, credits or adjustments are governed by our Refund and Reclean Policy.

We may pause future or recurring services while an invoice remains overdue, subject to any separate written agreement.

6. Changes and Additional Work

Requests made after confirmation, including extra rooms, additional appliances, interior cabinet cleaning, stain treatment, floor scrubbing, steam cleaning, waste removal, furniture moving or extra time, may require a revised quotation.

Our team will not be expected to accept an on-site change that:

• cannot be completed safely;
• would disrupt later bookings;
• requires equipment or chemicals not brought to the site;
• is outside the team’s training or authorisation; or
• has not been approved by the person responsible for payment.

7. Customer Responsibilities

The customer must:

1. provide complete and accurate information about the property, condition and requested service;
2. disclose fragile, valuable, damaged, unstable or chemically sensitive surfaces and items;
3. disclose known hazards, mould, pests, bodily fluids, sharps, infectious risks, renovation chemicals, asbestos concerns or other unsafe conditions;
4. arrange lawful and timely access to the premises;
5. obtain any required landlord, MCST, building-management, security, loading-bay or lift approval;
6. provide working water and electricity unless expressly agreed otherwise;
7. keep children, pets and other occupants safely away from active work areas;
8. secure cash, jewellery, documents, medication, electronic devices, collectibles and other valuables;
9. remove clutter, contractor tools, bulky waste and obstacles where required by the service; and
10. follow the Customer Preparation Guide.

We may rely on information and instructions provided by the customer, the customer’s representative, property agent, interior designer, tenant, landlord, employee or site contact.

8. Access, Waiting Time and Failed Visits

The customer must ensure that our team can enter and begin work at the confirmed time. This includes supplying accurate addresses, unit numbers, access codes, keys, contact details and security instructions.

If access is delayed or unavailable, we may:

• wait for a reasonable period where the schedule permits;
• reduce the work completed within the remaining booked time;
• move the booking to another available slot;
• treat the visit as a late cancellation or failed visit; or
• charge only the waiting-time, failed-visit or rescheduling amount stated in the booking confirmation.

No cancellation, waiting-time or failed-visit fee will be imposed unless the relevant basis was disclosed or agreed in writing. Building, parking, loading or third-party charges already incurred may remain payable where disclosed to the customer.

9. Parking, Loading and Building Charges

Unless included in the quotation, the customer is responsible for arranging suitable parking or loading access and for charges imposed by car parks, condominiums, commercial buildings, security contractors, management offices or other third parties.

If there is no safe or lawful place to unload equipment, we may delay, reschedule or modify the service.

10. Service Timing and Team Allocation

Arrival and completion times are reasonable estimates, not strict guarantees, unless expressly agreed in writing. Cleaning work can be affected by traffic, weather, building access, earlier jobs, hidden site conditions and customer-requested changes.

We may change the assigned cleaner, crew size, driver or supervisor without changing the confirmed scope. Where practical, we will notify the customer of a material delay.

If the customer books a time-based service, the team will prioritise the agreed areas within the purchased time. Completion of every requested task is not guaranteed where the scope exceeds the available time.

11. Safety and Right to Refuse Work

We may stop, decline or modify work where our team reasonably believes that conditions are unsafe, unlawful, abusive or materially different from those disclosed. Examples include:

• exposed electrical hazards or unstable fixtures;
• unsafe work at height or exterior facade access;
• biohazards, sharps, bodily fluids or suspected infectious contamination;
• aggressive animals, threats, harassment or intoxicated occupants;
• uncontrolled pests or severe mould requiring specialist remediation;
• unknown or hazardous chemicals; and
• instructions that could damage a surface or breach building rules.

Where the issue was not disclosed before arrival, completed work and reasonable costs already incurred remain payable. Any further remedy will be assessed fairly based on the circumstances and applicable law.

12. Care of Property and Pre-Existing Condition

We will take reasonable care while delivering the confirmed service. Cleaning can reveal existing defects that were previously hidden by dirt, dust, furniture or poor lighting. These may include scratches, chips, loose fittings, failed sealants, worn coatings, discolouration, corrosion, water damage and prior chemical damage.

The customer should identify delicate or damaged areas before work begins. We may photograph relevant service areas, stains and existing damage for quotation, job documentation, quality control and dispute handling. Marketing use requires separate permission, as explained in our Privacy Policy.

13. Fragile, Valuable and Sensitive Items

We do not recommend leaving cash, jewellery, negotiable instruments, confidential records, medication or easily misplaced valuables in active work areas.

The customer must tell us before service about fragile or high-value items, art, antiques, collectibles, natural stone, speciality coatings, delicate fabrics, unsealed surfaces, old fittings or items requiring manufacturer-specific care. We may exclude such items or require a test patch or separate written approval.

We are not responsible for loss or damage caused by undisclosed fragility, hidden defects, insecure mounting, ordinary wear and tear, or instructions contrary to a manufacturer’s guidance.

14. Cleaning Results and Limitations

Cleaning improves hygiene and appearance but cannot reverse permanent damage or guarantee complete removal of every stain, odour, mark, allergen, contaminant or construction residue.

Results depend on factors including material, age, porosity, stain type, previous treatment, ventilation, drying conditions, access and site condition. Stains, burns, corrosion, etching, dye transfer, discolouration, scratches, mould penetration and adhesive or cement damage may be permanent.

No health, medical, allergy, air-quality, formaldehyde or VOC outcome is guaranteed unless a specific written scope, test method and acceptance criterion has been agreed.

15. Customer Inspection and Handover

Where possible, the customer or an authorised representative should inspect the work at completion and raise visible concerns before the team leaves. If no representative is present, photographs, messages and job records may be used for remote handover.

A completed handover does not prevent a valid concern from being reviewed under the 24-hour reporting process.

16. Cancellations and Rescheduling

Changes are governed by our Cancellation and Rescheduling Policy and any additional term stated in the booking confirmation.

A cancellation or rescheduling request is effective when acknowledged by us, not merely when sent. Customers should obtain written confirmation that the booking has been changed.

17. Service Concerns, Recleaning and Refunds

Customers should report a service-quality concern within 24 hours after completion, with a clear description and photographs where reasonably available.

If the concern relates to the confirmed scope, we may inspect, request further evidence or offer a reasonable touch-up. A touch-up is the primary service-recovery remedy where it can fairly address the issue.

Refunds, partial refunds, credits and goodwill payments are not automatic and must be approved by management. Full details are in our Refund and Reclean Policy.

The 24-hour reporting process does not remove any right or remedy that cannot lawfully be excluded.

18. Damage or Loss Claims

Any suspected damage or loss should be reported as soon as reasonably practicable with photographs, receipts or other supporting information where available. The customer must allow us a reasonable opportunity to inspect and investigate before arranging third-party repair or disposal, except where immediate action is reasonably necessary to prevent further damage or ensure safety.

Where we accept responsibility for direct physical damage, the remedy will be assessed reasonably with reference to repairability, age, condition, depreciation and available evidence. We do not provide betterment by replacing an old or worn item with a materially superior new item unless required by law or agreed as a goodwill resolution.

19. Limitation of Liability

To the maximum extent permitted by Singapore law, Eminence is not liable for:

• pre-existing damage, hidden defects, wear and tear or gradual deterioration;
• permanent stains, material limitations or outcomes expressly excluded from scope;
• loss arising from incorrect, incomplete or late information supplied by the customer;
• damage caused by third parties, building defects, pests, renovation works or customer-supplied chemicals or equipment;
• loss of unsecured cash, jewellery or other valuables not disclosed and handed over for safekeeping; or
• indirect or consequential loss, including loss of profit, revenue, opportunity, rent, goodwill or business interruption.

Nothing in these terms excludes or limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or any obligation or consumer right that cannot lawfully be excluded or limited.

20. Customer Conduct

Customers and site occupants must treat our cleaners, drivers, supervisors and support staff respectfully. Threats, discriminatory abuse, sexual harassment, unsafe instructions or physical interference may result in immediate suspension of work and refusal of future service.

21. Subcontractors and Service Partners

We may use employees, contractors, transport providers, specialist technicians or service partners to perform parts of the service. We remain responsible for managing the confirmed customer scope, subject to these terms and any separate specialist terms disclosed before booking.

22. Force Majeure

We are not responsible for delay or failure caused by events beyond reasonable control, including severe weather, flooding, transport disruption, road closure, building evacuation, utility failure, public-health restrictions, government action, equipment breakdown despite reasonable maintenance, accident or sudden staff unavailability.

We will try to notify the customer and reschedule or refund any prepaid, unperformed portion where appropriate.

23. Personal Data

We handle personal data in accordance with our Privacy Policy. Customers booking for another person should ensure they are authorised to provide that person’s contact, access and property information.

24. Website and Intellectual Property

Website content, photographs, service descriptions, branding and materials owned by Eminence may not be copied, republished or used commercially without written permission, except where permitted by law.

Third-party links and platforms are provided for convenience. Their availability, content and data practices are controlled by the relevant third party.

25. Changes to These Terms

We may update these terms from time to time. The version accepted at the time of booking applies to that booking unless a change is required by law or agreed in writing. The current website version applies to new bookings.

If any provision is found invalid or unenforceable, the remaining provisions continue to apply. A failure to enforce a provision immediately is not a waiver of it.

26. Governing Law and Disputes

These terms are governed by the laws of Singapore. The parties should first try to resolve any dispute through direct written communication and a reasonable review of the quotation, job records, photographs and payment records.

If the dispute cannot be resolved, either party may use any mediation, consumer-redress or court process available under Singapore law. Nothing in these terms restricts a consumer from approaching an appropriate authority or exercising a non-excludable legal right.

27. Contact Us

Questions about these terms or a booking may be sent to:

Eminence Cleaning Group Pte. Ltd.
WhatsApp: +65 9883 0358
Email: sales@eminencecleaning.sg
Address: 190 Woodlands Bizhub, Woodlands Industrial Park E5, #08-06, Singapore 757516