Terms & Conditions

1 Engagement and Term

1.1 These Terms form part of our agreement with you for the Services described in the Estimate.

1.2 You accept the Estimate and these Terms when you first:

(a) approve or electronically sign the Estimate;

(b) pay the Deposit or any other part of the Price;

(c) instruct us to commence or proceed with the Services; or

(d) otherwise confirm in writing that you accept the Estimate.

1.3 These Terms commence on the date you accept the Estimate in accordance with clause 1.2 (Commencement Date) and continue until the earlier of:

(a) completion of the Services; or

(b) termination of these Terms in accordance with clause 9.

1.4 Where the Services are provided on a recurring basis, these Terms continue to apply to the recurring Services until the recurring arrangement is cancelled or these Terms are otherwise terminated.

2 Services

2.1 We provide cleaning and related services, including general cleaning, recurring cleaning, deep cleaning, end of lease cleaning, carpet cleaning, window cleaning and other specialist cleaning services.

You may request our Services by:

(a) contacting us by telephone, text message or email;

(b) submitting a request through our website; or

(c) any other method we may reasonably accept.

2.2 After discussing your requirements with you, we may provide you with an Estimate setting out the proposed Services, Price and the specific tasks or work to be performed (Scope of Work).

We are only required to perform the Services included in the agreed Scope of Work.

2.3 If you request any additional or different work that is not included in the agreed Scope of Work, this will be treated as a variation to the Services.

Any variation, including any corresponding change to the Price or Scope of Work, must be agreed between you and us before the varied or additional Services are performed.

Where applicable, we may issue an updated Estimate, Work Order or other written confirmation recording the agreed variation.

3 Your Obligations

3.1 You agree to:

(a) comply with these Terms and our reasonable instructions relating to the provision of the Services;

(b) provide us with accurate and complete information about the premises, the condition of the premises, and your cleaning requirements that may reasonably affect the Scope of Work, Price or our ability to perform the Services;

(c) provide our Personnel with safe and reasonable access to the premises at the agreed time;

(d) ensure that utilities reasonably required to perform the Services are available and functioning, including electricity, hot water and adequate lighting, and notify us as soon as reasonably possible if they are unavailable;

(e) inform us before the Services commence of any known hazards, access restrictions, fragile or high-value items, surfaces requiring special treatment, or other circumstances that may reasonably affect the safe provision of the Services; and

(f) provide reasonable parking arrangements for our Personnel. Where suitable free parking is not available, you agree to reimburse reasonable parking costs incurred by our Personnel in the immediate vicinity of the premises. You must inform us before the scheduled service of any known parking restrictions or time limits.

3.2 If your failure to comply with clause 3.1 causes us to incur reasonable additional costs or prevents or delays us from performing the Services, you agree to pay those reasonable additional costs to the extent they were caused by your failure to comply.

3.3 Cancellation

If you cancel a scheduled Service:

(a) more than 24 hours before the scheduled commencement time, no cancellation fee will apply and, where applicable, any Deposit paid for that Service will be refunded in full;

(b) less than 24 hours before the scheduled commencement time, a cancellation fee equal to 50% of the Price for that scheduled Service will apply; or

(c) after our Personnel have arrived at the premises, including where we are unable to perform the Service because reasonable access has not been provided or the Service cannot safely or reasonably be performed due to circumstances at the premises, a cancellation fee equal to 50% of the Price for that scheduled Service will apply.

For a one-off Service where you have already paid a 50% Deposit, we may apply that Deposit towards the cancellation fee.

For recurring Services where a Deposit is not ordinarily required, if you cancel an individual scheduled Service in the circumstances described in clause 3.3(b) or 3.3(c), we may invoice you a cancellation fee equal to 50% of the established Price for that scheduled Service.

Cancellation of an individual recurring Service does not, by itself, cancel your ongoing recurring service arrangement.

Nothing in this clause limits any rights or remedies you may have under the Australian Consumer Law.

3.4 You must not knowingly solicit or engage our Personnel to provide cleaning services to you privately or outside their engagement with us without our prior written consent.

4 Price and Payment

4.1 In consideration for us providing the Services, you agree to pay the Price and any other amounts payable under these Terms in accordance with the applicable payment terms.

Estimates and on-site inspection

4.2 Our Estimate is based on the information available to us at the time it is prepared, including information provided by you regarding the premises, its condition and your requirements.

Unless we expressly state otherwise in writing, the Price and Scope of Work stated in the Estimate are subject to confirmation following our inspection of the premises.

4.3 If, following inspection of the premises, we reasonably determine that the condition of the premises, amount of work required, access conditions or other relevant circumstances materially differ from the information on which the Estimate was based, we may propose a revised Price or Scope of Work before commencing or continuing the affected Services.

We will explain the proposed change to you and obtain your agreement before performing Services affected by the change.

You may:

(a) accept the revised Price and proceed with the agreed Scope of Work;

(b) where reasonably practicable, retain the original Price and agree to a reduced Scope of Work; or

(c) decline the proposed change and not proceed with the affected Services.

Where the proposed change results from our Estimate not accurately reflecting the work required despite you having provided accurate and complete information, you may decline the proposed change and any Deposit paid for the affected Services will be refunded.

Where the proposed change is required because information provided to us about the premises, its condition or the Services required was materially inaccurate or incomplete, and you decline both the revised Price and any reasonably available reduced Scope of Work, we may deduct from the Deposit a reasonable amount reflecting costs or loss reasonably incurred as a result, and refund the remaining balance to you.

Where a change is agreed, we may provide you with an updated Estimate, Work Order or other written confirmation recording the revised Price or Scope of Work.

Deposits

4.4 Unless otherwise agreed by us in writing, a Deposit equal to 50% of the Price is required:

(a) for all one-off Services; and

(b) for the first Service provided to a new recurring customer.

Payment of the Deposit secures the booking and scheduled service time. We are not required to schedule or reserve a service time until the required Deposit has been received.

4.5 Unless otherwise stated in the Estimate or agreed by us, the Deposit must be paid within 24 hours after the Estimate is approved. If the Deposit is not received within that period, we may withdraw the Estimate or release any proposed service time.

The remaining balance is payable in accordance with the payment terms stated in the Estimate or invoice.

Recurring Services

4.6 After the first Service has been completed for a recurring customer, a Deposit is not ordinarily required for subsequent recurring Services unless otherwise agreed.

Subsequent recurring Services will be invoiced after the Services are provided and invoices must be paid within 5 Business Days of the invoice date.

Cancellation fees for individual recurring Services are dealt with under clause 3.3.

Payment methods and overdue amounts

4.7 We do not accept cash payments. Payments must be made by electronic transfer, credit card or another electronic payment method accepted by us.

4.8 If an amount remains unpaid after its due date, we may, subject to applicable Law:

(a) after 5 Business Days from the due date, suspend further Services until outstanding amounts are paid;

(b) recover reasonable costs actually incurred by us in recovering overdue amounts; and

(c) charge interest on overdue amounts at the Reserve Bank of Australia cash rate plus 2% per annum, calculated daily.

GST

4.9 Where GST is applicable, GST will be identified on the relevant Estimate or invoice and you agree to pay the applicable GST. GST has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

5 Privacy

5.1 We may collect and use personal information that is reasonably necessary to provide and administer the Services, including your name, contact details, service address, billing information, access information and information relating to your bookings and Services.

5.2 We may use your personal information for purposes connected with providing and administering the Services, including:

(a) preparing Estimates and Work Orders;

(b) scheduling and providing the Services;

(c) communicating with you about your bookings and Services;

(d) processing payments and issuing invoices;

(e) responding to enquiries, complaints or service issues;

(f) maintaining records relating to the Services; and

(g) complying with our legal obligations.

5.3 We may disclose personal information where reasonably necessary to our Personnel and to third-party service providers that assist us in operating our business or providing the Services, including providers of scheduling, communications, payment, accounting and information technology services.

5.4 Where you provide us with personal information about another person, such as a tenant, property manager, occupant or other contact person, you must ensure that you are authorised to provide that information to us.

5.5 We will handle personal information in accordance with applicable privacy laws and, where applicable, our Privacy Policy.

5.6 Nothing in this clause constitutes consent to receive marketing communications. Any consent to receive marketing communications will be obtained and managed separately.

6 Service Standards and Remedial Work

6.1 Photographs and Videos

We may take reasonable photographs or videos of the premises before, during and after providing the Services for purposes including quality assurance, training, record-keeping, documenting the condition of the premises, and demonstrating the results of our Services.

We may use before-and-after photographs or videos of the work performed for advertising, marketing, social media, our website and other promotional purposes, provided that we take reasonable steps to avoid publishing information that identifies you or other individuals, or reveals the address of the premises or other private or identifying information.

We will not intentionally publish photographs or videos showing identifiable individuals for promotional purposes without appropriate consent.

6.2 Existing Damage, Fragile Items and Wear

We will take reasonable care when providing the Services.

You must inform us before the Services commence of any known damage, defects, loose or unstable fixtures or fittings, fragile items, delicate surfaces, or other conditions that may reasonably affect the safe performance of the Services.

We are not responsible for damage that was:

(a) present before we commenced the Services;

(b) caused by ordinary wear and tear, age, deterioration or an inherent defect in an item, surface, fixture or fitting;

(c) caused by an item, fixture or fitting being loose, unstable, damaged or defective before the Services commenced; or

(d) caused despite the Services being performed with due care and skill, to the extent permitted by Law.

Where reasonably practicable, we may photograph or otherwise record pre-existing damage, defects or the condition of the premises before commencing the Services.

Nothing in this clause excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law, including where loss or damage results from our failure to provide the Services with due care and skill.

6.3 Service concerns

If you are not satisfied with any aspect of the Services, you should notify us as soon as reasonably possible and, where you wish to request remedial work under our service guarantee, within 24 hours after completion of the Services.

You must:

(a) identify the specific areas or work you are not satisfied with;

(b) where reasonably possible, provide photographs showing the issue; and

(c) provide us with reasonable access to inspect and, where appropriate, remedy the issue.

6.4 Remedial work

Where we reasonably determine that work included in the agreed Scope of Work was not completed to the required standard, we will, where reasonably practicable, return to remedy the deficient work at no additional charge.

Our obligation to provide remedial work applies only to work included in the agreed Scope of Work and does not apply to additional work or matters outside that Scope of Work.

6.5 Subject to your rights under the Australian Consumer Law, if you unreasonably refuse to provide us with an opportunity to inspect or remedy an issue after we have offered to do so, this may affect your entitlement to remedial work under our service guarantee.

End of Lease Cleaning – Bond Back Guarantee

6.6 Where we expressly provide a bond back guarantee for End of Lease Cleaning, the guarantee applies subject to the following conditions:

(a) you must provide us with any available property condition report and any specific cleaning requirements provided by the real estate agent or landlord;

(b) the guarantee applies only to cleaning tasks included in the agreed Scope of Work;

(c) if the real estate agent or landlord identifies a cleaning issue relating to work included in the agreed Scope of Work, you must notify us and provide the relevant written feedback within 7 days after completion of the Services;

(d) you must provide us with reasonable access to the premises and functioning utilities necessary for us to perform any remedial work; and

(e) you must provide us with a reasonable opportunity to rectify eligible cleaning issues before arranging for another provider to perform the remedial work.

6.7 The bond back guarantee does not apply to:

(a) cleaning or work outside the agreed Scope of Work;

(b) property damage, maintenance, repairs, deterioration, wear and tear or other matters that cannot reasonably be remedied by cleaning;

(c) additional requirements imposed after the Services that were not disclosed to us or included in the agreed Scope of Work; or

(d) any part of the original Scope of Work that was removed or reduced because you declined a revised Price following our on-site inspection.

Nothing in this clause limits any rights or remedies you may have under the Australian Consumer Law.

7 Australian Consumer Law

7.1 Our Services come with guarantees that cannot be excluded under the Australian Consumer Law where the Australian Consumer Law applies.

Nothing in these Terms excludes, restricts or modifies any rights, guarantees, warranties or remedies that cannot lawfully be excluded, restricted or modified.

7.2 Subject to clause 7.1 and to the maximum extent permitted by Law, any rights or remedies provided under these Terms are in addition to any rights or remedies available to you under applicable Law.

7.3 This clause survives termination or expiry of these Terms.

8 Liability

8.1 Nothing in this clause excludes, restricts or modifies any right, guarantee, remedy or liability that cannot lawfully be excluded, restricted or modified, including under the Australian Consumer Law.

8.2 Subject to clause 8.1 and to the maximum extent permitted by Law:

(a) we are not liable for indirect, special or consequential loss that was not reasonably foreseeable as a result of our breach;

(b) our liability will be reduced proportionately to the extent that any loss or damage was caused or contributed to by your acts or omissions, or by the acts or omissions of another person for whom we are not responsible;

(c) you must take reasonable steps to minimise any loss or damage arising in connection with the Services; and

(d) we are not liable for loss or damage arising from circumstances described in clause 6.2 relating to pre-existing damage, defects, deterioration, wear and tear, fragile items, unstable fixtures or similar conditions, except to the extent that the loss or damage was caused by our failure to exercise due care and skill.

8.3 Where we are liable for loss or damage to an item, fixture, fitting or other property, the appropriate remedy will be determined having regard to the nature and extent of the damage, the condition, age and reasonable value of the affected property immediately before the damage occurred, and any applicable rights or remedies under Law.

8.4 To the extent permitted by Law, we will not be liable for loss or damage that could reasonably have been avoided or reduced by you taking reasonable steps after becoming aware of the relevant issue.

8.5 This clause survives termination or expiry of these Terms.

9 Termination

Ending Recurring Services

9.1 You may terminate your ongoing recurring service arrangement at any time by notifying us. No cancellation or termination fee applies for ending the recurring service arrangement itself.

We may terminate an ongoing recurring service arrangement by giving you reasonable notice, except where immediate suspension or termination is permitted under this clause.

9.2 If you cancel an individual scheduled Service less than 24 hours before its scheduled commencement time, including where you cancel the entire recurring service arrangement within that period, the cancellation fee in clause 3.3 will apply to that individual scheduled Service only.

No cancellation fee applies to future recurring Services that are cancelled more than 24 hours before their scheduled commencement time.

Termination for Breach

9.3 Either Party may terminate these Terms by written notice if the other Party materially breaches these Terms and, where the breach is capable of being remedied, fails to remedy the breach within a reasonable period after being asked to do so.

9.4 We may suspend or terminate the Services immediately where reasonably necessary if:

(a) you fail to pay an amount that remains overdue after reasonable notice;

(b) you or another person at the premises engages in threatening, abusive, aggressive, discriminatory or unsafe behaviour towards our Personnel;

(c) the premises or circumstances in which the Services are to be provided present a material health or safety risk to our Personnel;

(d) you repeatedly or materially fail to comply with your obligations under these Terms; or

(e) continuing to provide the Services would require us or our Personnel to act unlawfully.

Where reasonably practicable, we will notify you of the reason for the suspension or termination.

Effect of Termination

9.5 When these Terms or an ongoing service arrangement end:

(a) you remain responsible for paying for Services already provided and any other amounts properly due under these Terms;

(b) any rights or liabilities that arose before termination continue to apply; and

(c) provisions that are intended by their nature to continue after termination will continue to apply.

9.6 Nothing in this clause limits any right either Party may have to terminate or cancel the Services under applicable Law, including the Australian Consumer Law.

10 General 

10.1 Changes to these Terms

We may update these Terms from time to time.

For new customers and new one-off Services, the version of the Terms made available to you when you accept the relevant Estimate will apply to those Services.

For ongoing recurring Services, we may update these Terms by giving you reasonable notice of any material changes before the updated Terms take effect.

If a material change adversely affects your ongoing recurring Services and you do not wish to continue under the updated Terms, you may cancel your recurring service arrangement before the change takes effect without a cancellation or termination fee. Any cancellation of an individual Service with less than 24 hours’ notice remains subject to clause 3.3.

Changes to these Terms do not affect rights or liabilities that arose before the relevant change took effect.

10.2 Debt Recovery

If an amount properly due and payable under these Terms remains unpaid after its due date and after we have taken reasonable steps to request payment, we may refer or assign the outstanding debt to a debt collection agency or other appropriately authorised third party for recovery.

To the extent permitted by Law, you may be responsible for reasonable external costs actually incurred by us in recovering an overdue amount where those costs arise as a result of your failure to pay an amount properly due.

Nothing in this clause permits us to recover an amount that you are not legally required to pay.

10.3 Disputes

If a dispute arises in connection with the Services or these Terms, you and we agree to make reasonable efforts to resolve the dispute directly and in good faith.

A Party raising a dispute should provide the other Party with reasonable details of the issue and allow a reasonable opportunity to respond.

Nothing in this clause prevents either Party from seeking urgent relief, exercising a right available under the Australian Consumer Law, making a complaint to a regulator or consumer protection body, or commencing proceedings where permitted by Law.

10.4 Events Outside Our Control

Neither you nor we will be responsible for a delay or failure to perform an obligation under these Terms to the extent that the delay or failure is caused by circumstances outside the affected Party’s reasonable control.

Such circumstances may include severe weather, natural disasters, emergencies, government restrictions, utility outages, road closures, major transport disruption, widespread illness, or other events that could not reasonably have been prevented or avoided.

If an event outside our reasonable control prevents us from providing a scheduled Service, we will notify you as soon as reasonably practicable and will make reasonable efforts to reschedule the affected Service.

You will not be charged a cancellation fee where we are unable to provide the scheduled Service because of circumstances outside our reasonable control.

If such circumstances prevent ongoing Services from being provided for an extended period, either Party may terminate the affected Services without a termination fee.

This clause does not affect any obligation to pay for Services already provided.

10.5 Governing Law

These Terms are governed by the laws of Victoria, Australia.

Subject to any rights you may have under applicable Law, you and we submit to the jurisdiction of the courts and tribunals of Victoria and any courts entitled to hear appeals from them.

10.6 Communications and Notices

We may communicate with you in connection with the Services by email, telephone, text message or any other contact method reasonably agreed between you and us.

You are responsible for providing us with current and accurate contact details and for notifying us if those details change.

A notice required under these Terms may be given by email to the most recent email address provided by the receiving Party.

Nothing in this clause prevents you from contacting us by telephone or text message for ordinary service matters, including scheduling, rescheduling or cancellation of Services.

10.7 Relationship of the Parties

Nothing in these Terms creates a partnership, joint venture, employment or agency relationship between you and us.

10.8 Personnel and Subcontractors

We may provide the Services using our employees, contractors or subcontractors and may determine which Personnel are assigned to provide the Services.

We may change the Personnel assigned to a Service where reasonably necessary, including because of availability, illness, scheduling requirements or operational needs.

We remain responsible for the Services provided on our behalf to the extent required by Law.

11 Definitions

In these Terms, unless the context requires otherwise:

Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth), as amended from time to time.

Business Day means a day other than a Saturday, Sunday or public holiday in Victoria.

Deposit means any deposit payable under clause 4.

Estimate means the estimate provided by us setting out the proposed Services, Price and Scope of Work, including any updated or revised Estimate agreed between you and us.

GST has the meaning given in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Law means any law, regulation or other legal requirement applicable to you, us or the Services.

Personnel means our employees, contractors, subcontractors or other persons engaged by us to assist in providing the Services.

Price means the price for the Services stated in the Estimate, as varied or otherwise agreed between you and us in accordance with these Terms.

Scope of Work means the tasks, areas and Services agreed to be performed by us, as stated in the Estimate, Work Order or any subsequently agreed variation.

Services means the cleaning or related services agreed to be provided by us to you, including any agreed variation.

Terms means these Terms and Conditions of Service.

Work Order means a document issued by us recording the Services, Scope of Work, Price, scheduling information or other details relating to the Services, including any updated Work Order issued following an agreed variation.