Terms & Conditions

1) Business details

2) Definitions

• Customer means the person or entity requesting or receiving the Services.
• Services means cleaning services we agree to provide (for example, residential, commercial, end-of-lease, or deep cleaning).
• Site means the premises where Services are performed.
• Booking means a confirmed service appointment.
• Quote means an estimate of price based on information available at the time.

3) Quotes and pricing

• Quotes may be provided based on information you supply (including photos, site inspection, or descriptions).
• If the scope changes or the actual Site condition differs materially from what was described, we may revise the Quote.
• Unless stated otherwise, prices are in Australian dollars (AUD) and may include or exclude GST depending on the quote/invoice (as applicable).
• Additional services requested on the day may incur additional charges.

4) Bookings and confirmations

• A Booking is confirmed once we accept it (for example, by written confirmation via SMS/email or invoice/deposit request).
• Preferred times are not guaranteed; we will do our best to meet your schedule.
• You are responsible for ensuring accurate contact and Site details are provided.

5) Access, parking, and safety

• You must provide safe access to the Site at the agreed time (keys, codes, concierge instructions, lift/parking access, etc.).
• If paid parking is required and no free parking is available, you may be responsible for parking costs (we will advise where possible).
• We may refuse or stop work if we consider the Site unsafe (e.g., aggressive animals, hazardous conditions, unsafe wiring, biohazards).

6) Customer responsibilities

• Please secure valuables, cash, jewellery, and fragile items before the service begins.
• Please clear clutter and provide reasonable access to areas to be cleaned (unless decluttering is part of the agreed scope).
• Inform us in advance about special surfaces, delicate finishes, newly installed items, or anything requiring special care.
• Let us know about any known hazards (mould, needles, pest infestations, bodily fluids, broken glass, etc.).

7) What’s included and excluded

Services are limited to the agreed scope. Unless explicitly included in writing, the following are typically excluded:

• High-risk work (heights, roof access, heavy lifting, moving large furniture/appliances).
• Biohazard/trauma cleaning or hazardous waste removal.
• Restoration work (e.g., water/fire damage restoration) and pest control.
• Stain removal where permanent damage exists (we will attempt reasonable cleaning but cannot guarantee removal).
• External windows/areas not safely accessible, unless agreed.

If you need a specific task done, ask us to include it in the written scope so it’s clear for both sides.

8) Service standards and satisfaction

• We aim to deliver Services with reasonable care and skill.
• If you are not satisfied, please notify us within 48 hours of the service (or sooner if possible).
• Where appropriate, we may offer a re-clean of the areas reasonably within scope. Re-cleans are subject to access and may need to be scheduled.
• This does not apply where the issue is caused by pre-existing damage, normal wear and tear, or conditions outside our control.

9) Cancellations and rescheduling

• Please provide as much notice as possible if you need to cancel or reschedule.
• We may charge a cancellation/rescheduling fee for late notice, locked-out visits, or where our team attends and cannot access the Site.
• Any applicable fees will be communicated where possible and may reflect time reserved and travel costs.

10) Payments, invoices, and late fees

• Payment terms will be set out in your quote or invoice (e.g., on completion, deposit, or net terms for approved accounts).
• If payment is overdue, we may suspend future services until the account is brought up to date.
• We may charge reasonable costs of recovery for overdue amounts (where permitted by law).

11) Refunds

Refunds are not generally provided for change-of-mind. If there is a verified service issue within scope, we may offer a re-clean or another remedy as required under Australian Consumer Law.

12) Damage, breakage, and reporting

• While we take care, accidental damage can occur. Please report any concerns as soon as practicable (ideally within 48 hours).
• We are not responsible for damage due to pre-existing conditions (e.g., brittle materials, poor installation, water-damaged surfaces, loose fixtures).
• We are not responsible for ordinary wear and tear or for items that were not reasonably secured.

13) Limitation of liability

To the maximum extent permitted by law, our liability for loss or damage connected with the Services is limited to re-supplying the Services or paying the cost of having the Services supplied again (at our discretion).

Nothing in these Terms excludes or limits any rights you may have under the Australian Consumer Law that cannot be excluded.

14) Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services remedied if the services fail to be of acceptable quality and the failure does not amount to a major failure.

15) Website use

• You must not misuse our website (including introducing viruses, scraping, or attempting unauthorised access).
• Website content is provided for general information and may change without notice.
• Third-party links may appear on our site; we are not responsible for third-party content or practices.

16) Privacy

Personal information is handled in accordance with our Privacy Policy. Where these Terms refer to privacy, our Privacy Policy forms part of these Terms.

17) Changes to these Terms

We may update these Terms from time to time by publishing the updated version on our website. The “Last updated” date indicates when changes were made. Continued use of our website or services after publication indicates acceptance of the updated Terms.

18) Governing law

These Terms are governed by the laws of New South Wales and the Commonwealth of Australia. You agree to submit to the non-exclusive jurisdiction of the courts of New South Wales.

19) Contact us

These Terms are provided as general information and should be tailored to your exact operations (for example, your exact cancellation window, deposit rules, and any specialised services).