Terms And Conditions
1. Introduction
These Terms & Conditions (“Terms”) govern all cleaning services (“Services”) provided by our company (“we”, “us”, “our”) to the customer (“you”).
By booking or using our Services, you agree to these Terms.
We may update these Terms at any time, and continued use of our Services constitutes acceptance of the updated version.
2. Bookings
2.1 Booking Process
- Bookings may be made online, via phone, or in writing.
- A booking is confirmed once you receive a confirmation email or message.
- You must provide accurate details about the property (size, condition, number of rooms, required tasks).
- Any special requirements (e.g., deep stains, mould, rubbish removal, pet odours) must be disclosed beforehand.
2.2 Minimum Service Time
- A minimum booking duration may apply depending on the service type.
2.3 Variations to Bookings
We reserve the right to modify the service price or duration if:
- The property is larger or dirtier than described.
- Additional work is required or requested onsite.
- Hazardous or unsanitary conditions are present.
- Access, parking, or key handling involves additional time or cost.
You will be informed prior to commencement and must approve any changes.
3. Access to the Property
3.1 Customer Responsibilities
You must:
- Ensure cleaners can access the property at the agreed time.
- Provide keys, codes, parking instructions, or key-collection details.
- Ensure electricity and running water are available.
- Remove rubbish, personal items, dishes, clothing, and furniture heavier than 5 kg unless agreed otherwise.
- Secure valuables, pets, and children.
- Provide a safe, hazard-free working environment.
3.2 Access Issues
If cleaners cannot access or cannot begin work due to property conditions, missing keys, tradespeople on-site, utilities not working, or the property not being ready, the following may apply:
- Access/Call-Out Fee or
- Up to 100% of the full service cost (for severe access failures or no-show by customer).
Key pick-up or drop-off fees may apply depending on distance.
4. Cancellations, Reschedules & No-Show Fees
To ensure fairness, proper scheduling, and protection of our team’s time and travel costs, the following policies apply to all bookings.
4.1 Holding Deposit Policy
4.2 $100 Holding Deposit Conditions
A $100 holding deposit is strictly non-refundable if the booking is cancelled after confirmation or if the property condition is not prepared according to our pre-cleaning checklist, including excessive clutter, heavy furniture, or unprepared areas.
If the client chooses to reschedule instead of cancelling, the booking may be moved to another date with an additional $50 rescheduling fee, applied on top of the original holding deposit.
4.3 Property Preparation & Rescheduling
If the property is not ready for cleaning upon the cleaner’s arrival, a $50 rescheduling fee will apply to cover transportation, staff time, and scheduling costs.
4.4 No Access / No-Show Policy
If our cleaner arrives but cannot access the property due to locked premises, no access provided, incorrect address, or no response from the customer, an access fee or full service charge may apply to compensate for lost time, travel, and scheduling.
4.5 Hoarding & Property Condition
If the condition of the property is deemed beyond normal cleaning standards covered under our cleaning packages, our team reserves the right to reassess and adjust pricing based on the actual condition, or refuse service if the environment is unsafe or significantly different from the booking description.
If service is refused due to incorrect job description or extreme property condition, a $100 + GST booking fee will become non refundable to cover travel time, fuel, and operational costs.
Important Notice
These policies are in place to ensure fair scheduling for all customers, protection of staff time and travel expenses, and compliance with safety and operational standards.
5. Payments
5.1 Payment Terms
- Payment is due before starting the service unless otherwise specified.
- For some bookings, a pre-authorization or deposit may be taken 24–48 hours before service.
- Prices are exclusive of GST unless stated otherwise.
5.2 Failed or Late Payments
If payment fails, you must settle the amount within 24 hours.
Late payments may incur:- Administrative fees,
- Interest charges (up to 10%–20% depending on overdue period), and
- Collection or legal recovery costs.
6. Service Quality, Re-Cleaning & Complaints
6.1 Quality Assurance
We aim to deliver services to professional standards.
6.2 Reporting Issues
- General Cleaning: Report issues within 24–48 hours.
- End-of-Lease/Bond Cleaning: Report within 72 hours with photos and exit report.
- Complaints must include details and supporting evidence.
6.3 Re-Cleaning Policy
A free re-clean will be provided if:
- The issue is part of the booked service scope,
- It is reported within the specified timeframe, and
- Reasonable access is provided.
- Re-cleans are your sole remedy for unsatisfactory service.
Refunds are not provided once service has been rendered unless we cannot reasonably provide a re-clean.
7. Re-Clean and Bond Back Guarantee Terms
7.1 Re-Clean Entitlement
If the landlord or property manager identifies cleaning issues within 72 hours of service completion, and those issues relate directly to the services originally booked, the Company will provide one (1) complimentary re-clean visit at no additional cost.
A formal exit/inspection report from the landlord or property manager, together with supporting photographs, is required before a re-clean can be scheduled.
Re-Clean Options
The customer may elect one of the following:
Request a re-clean immediately if they believe items were missed; or
Wait for the formal inspection report, at which time the Company will re-attend and address all reported items that fall within the service checklist.
The Company strongly recommends waiting for the inspection report to ensure all eligible items are addressed in one visit.
If the customer requests a re-clean prior to inspection, and additional issues are later identified by the landlord or property manager, any further attendance will fall outside this policy and will be treated as a new service, charged accordingly.
7.2 Conditions for Bond Back Guarantee
The bond back guarantee applies only if all of the following conditions are met:
The property is fully vacant and free of furniture, personal belongings, and rubbish.
Essential utilities (water and electricity) are connected and available.
All areas requiring cleaning are accessible at the time of service and any re-clean.
The issue relates directly to the tasks originally booked and paid for.
A formal inspection report and clear supporting photos are provided within 72 hours.
Full payment for the service has been received.
7.3 Exclusions
The bond back guarantee does not cover:
Pre-existing damage, wear and tear, scratches, cracks, peeling paint, mould in silicone, rust, or deterioration due to age or condition.
Permanent stains, carpet damage, heavy pet odours, or issues not reasonably removable by standard cleaning.
Walls, ceilings, garage walls, balconies, exterior areas, or any areas not specifically included in the original booking.
Bond disputes unrelated to cleanliness or cleaning standards.
Dirt, marks, or damage occurring after the cleaning has been completed.
Items or areas not listed in the Company’s standard bond cleaning checklist.
Additional services recommended but declined by the customer.
7.4 Additional Services
Where further work is required to meet the landlord’s or property manager’s expectations but falls outside the agreed scope, the Company will advise the customer and provide the option to proceed at an additional cost.
If such additional services are declined and further cleaning is later required, the Company reserves the right to charge for additional visits and allocated labour hours.
8. Customer Obligations
You agree to:
- Provide accurate information during booking.
- Prepare and secure the premises.
- Ensure all items requiring special care are disclosed in advance.
- Comply with safety and access requirements.
- Refrain from abusing, threatening, or attempting to solicit cleaners for private work.
Any form of misconduct or harrassment towards the cleaners will lead to immediate termination of service. Refunds will not be provided, and we will not return to fix the work at any cost.
9. Photos, Evidence & Property Condition
- Cleaners may take before-and-after photos for quality assurance, insurance, and dispute resolution.
- You must report damage or loss within 24–48 hours. Claims made outside this period may be rejected.
10. Liability
10.1 Limitation of Liability
Our liability is limited to:
- The cost of the service provided, or
- Up to AUD $100 if no payment has been made.
We are not responsible for:
- Pre-existing damage.
- Normal wear and tear.
- Items not secured or left unattended.
- Indirect or consequential loss (lost rent, lost bond, inconvenience, etc.).
- Damage resulting from fragile, deteriorated, or improperly installed fixtures.
- Issues arising from poor property condition or customer instructions.
10.2 Insurance
We maintain public liability insurance covering accidental damage caused by our staff.
12. Privacy & Confidentiality
We collect personal information solely for service delivery, communication, and invoicing.
Your data is handled in accordance with Australian Privacy Principles.
13. Termination
We may suspend or terminate services if:
- Payments are overdue.
- Access is repeatedly denied.
- Health/safety risks exist.
- Abuse, fraud, or misconduct occurs.
You may cancel ongoing services by giving notice and paying any outstanding fees.
14. Governing Law
These Terms are governed by the laws of New South Wales, Australia.
Disputes will first be addressed through negotiation or mediation before engaging legal proceedings