Our Policy
We are committed to providing the best value for our once off/rental clients and so confident of our premium cleaning services we guarantee your bond return. The following policies outline how we achieve that, and what the specific terms of our vacate cleaning are.
This policy and guarantee does not invalidate your statutory consumer rights
Our Cancellation Policy
We pride ourselves on maintaining strong communication with our clients, so you are more welcome to check with us for your reference and peace of mind.
If you make a one-off booking with us, your booking is confirmed as soon as you receive a 'booking confirmation' email from us and we have your address and credit card details on file. If you have a regular, ongoing booking with us (for example a weekly or fortnightly clean) your booking is automatically confirmed for the same day each week or fortnight.
"Monthly" and "one-off" clients are also subject to this cancellation policy.
There are no lock-in contracts with our services, however, we do require a minimum of 1 BUSINESS DAY'S notice to cancel, reschedule or suspend a clean. This can be done by email or phone call to 0499562701
For cancellations (or rescheduling requests) with less than 1 business day’s notice given, a full cancellation fee applies. Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are very difficult to arrange. This cancellation fee is equal to the total amount of hours booked for your cleaning service and is used to compensate staff for their loss of income - we still have to pay staff for the time they were meant to be cleaning your house.
Bond back Gurantee
We do bond back gurantee for your end of lease cleaning so that you be relax once you booked with us.
If any such area does require additional cleaning after your exit inspection, we will return to rectify it free of charge.
We work proactively with your property manager to meet the cleaning standard required, and can provide a statement certifying our service provision to professionally clean your rental property with detailed inclusions.
This guarantee is valid for three (3) days after the completion of service.
Note: This guarantee may be rendered invalid where a hired or private individual has accessed the property after completion of service to carry out maintenance works, inhabit or use the property for more than a short period of time.
Payment
For end of cleaning services, we may require clients to provide payment upfront. Given the nature of vacate property cleans, where tenants leave the premises and may no longer be available at the address, pursuing outstanding payments presents a risk and unnecessary strain on our operations. This is also applied to other once off clean.
Billing details and payment options will be communicated to you upon confirmation of your booking, and payment must be made in full and verified before the service begins.
Late Payment Surcharge: If payment is overdue, a late payment surcharge will be applied in accordance with the Clean Service Surcharge Rules 2024：A fixed late fee of $100 will apply for the first calendar month following the due date. After the first month, an ongoing interest charge of 0.288% per week (equivalent to 15% per annum) will apply to any outstanding amounts. The total late payment fees, including the fixed fee and interest charges, will be capped at 30% of the original invoice amount.
Price Quotes
Rental vacate cleaning services are charged on an up-front quote basis. Regardless of the time taken to complete your vacate clean, you will not be charged more than the agreed quote.
Additional services not included in our standard vacate clean package, such as garden or carpet steam cleaning, will be charged at a discount rate if you choose us to do it togather at the same time. Such additional services will not be charged without your request and agreement.
Our quotes are valid for 30 days.
A quote may be rendered invalid if a property is discovered on arrival to not align with the clients description of size or scope. If an excessive amount of rubbish or personal belongings have been left at the property and require to be moved so the house can be cleaned, this removal may be charged at our standard hourly rate, or we may refuse to include the area obscured by rubbish in our cleaning guarantee. Any area that contains an undisclosed hazard, such as exposed electrical fittings, residue of drug manufacture or biohazardous substances, will not be included in our cleaning guarantee.
If access to the property is not available at the time agreed for the cleaning service and is not provided within a reasonable amount of time, the service may be cancelled or postponed to another date.
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