TERMS AND CONDITIONS
These Terms and Conditions (“Agreement”) govern the provision of cleaning services by Cleanpro Solution Pty Ltd (“Cleanpro”, “we”, “our”, or “us”) to the customer (“Customer”, “you”, or “your”).
By accepting a quotation, confirming a booking, making payment, or allowing our staff to commence work, you acknowledge that you have read, understood and accepted these Terms and Conditions.
1. Cleaning Services
1.1 Cleanpro agrees to provide the cleaning services requested by the Customer and confirmed by quotation, invoice, booking confirmation or written communication.
1.2 All services will be carried out with reasonable care, skill and professionalism.
1.3 Our cleaners will complete only the services included in the confirmed quotation or booking.
1.4 Any additional work requested before or during the service is subject to availability, management approval and additional charges.
1.5 Cleanpro reserves the right to refuse any service that may present a safety risk to our staff or is outside our scope of work.
2. Quotations & Pricing
2.1 All quotations are based on the information provided by the Customer, including but not limited to:
* Property size
* Number of bedrooms and bathrooms
* Property condition
* Flooring type
* Additional services requested
* Accessibility of the property
2.2 Any quotation provided before inspection is an estimate only.
2.3 If the property’s actual condition differs significantly from the information provided, Cleanpro reserves the right to revise the quotation before or during the service.
Examples include:
* Excessive dirt or grease
* Heavy mould
* Pet hair
* Construction dust
* Excessive rubbish
* Additional rooms
* Extra bathrooms
* Additional windows
* Unexpected cleaning requirements
2.4 The Customer will always be informed before any additional work is carried out.
No additional services will be performed without customer approval.
3. Additional Services
The following services are not included unless specifically listed in the quotation or invoice:
* Carpet Steam Cleaning
* Window Cleaning
* Glass Door Cleaning
* Flyscreen Cleaning
* Oven Cleaning
* Refrigerator Cleaning
* Balcony Cleaning
* Garage Cleaning
* Wall Cleaning
* Ceiling Cleaning
* Blind Cleaning
* Pressure Washing
* Mould Treatment
* Rubbish Removal
* Any other additional service
Additional services requested on the day may incur extra charges.
4. Booking Confirmation
A booking is considered confirmed only after confirmation has been provided by Cleanpro.
Booking dates and arrival times are estimates and may vary due to:
* Traffic conditions
* Weather
* Previous jobs taking longer than expected
* Emergency situations
* Staff availability
We will make every reasonable effort to notify the Customer of any significant delay.
5. Customer Responsibilities
Before our cleaners arrive, the Customer agrees to:
* Provide safe and unrestricted access to the property.
* Ensure electricity and running water are available.
* Remove valuable or fragile items from work areas.
* Secure pets appropriately.
* Remove excessive rubbish unless rubbish removal has been booked.
* Ensure all personal belongings are packed away where possible.
For End of Lease Cleaning, the property should be substantially vacant before our cleaners arrive unless otherwise agreed.
If the property is not ready for cleaning, additional waiting charges may apply.
6. Access to Property
The Customer is responsible for ensuring access to the property at the scheduled booking time.
If our cleaners are unable to enter due to:
* Incorrect keys
* Lockouts
* No one attending the property
* Access restrictions
* Building management issues
waiting charges, cancellation fees or rescheduling fees may apply.
7. Utilities
The Customer must provide adequate electricity and running water throughout the cleaning service.
If essential utilities are unavailable, Cleanpro reserves the right to suspend or cancel the service, and applicable cancellation or waiting charges may apply.
8. Parking
Where parking is not available on the property, the Customer agrees to provide suitable parking or reimburse any reasonable parking costs incurred by Cleanpro.
This includes:
* Paid street parking
* Parking stations
* Visitor parking fees
* Building access fees where applicable
Any parking expenses incurred during the service will be added to the final invoice where applicable.
9. Payment Terms
Payment terms vary depending on the service type.
Residential General Cleaning
Payment is generally due immediately upon completion of the cleaning unless otherwise agreed.
End of Lease Cleaning
Payment is generally required before work commences or upon our arrival unless prior arrangements have been approved by management.
Commercial Cleaning
Commercial clients are invoiced according to the agreed payment terms stated on the invoice.
Late payments may incur reminder notices and debt recovery costs where permitted by law.
10. GST & Tax Invoices
All prices are quoted in Australian Dollars (AUD).
Where GST applies, it will be shown separately on the quotation or tax invoice unless otherwise stated.
Tax invoices will be issued in accordance with Australian taxation requirements.
11. Cancellation & Rescheduling
11.1 Customers may cancel or reschedule a booking by providing at least 24 hours’ notice before the scheduled service time.
11.2 If less than 24 hours’ notice is provided, Cleanpro reserves the right to charge a cancellation or rescheduling fee.
11.3 For last-minute cancellations where our cleaning team has already travelled to the property or arrived on site, a cancellation fee of $100 or the reasonable costs incurred (whichever is greater) may apply.
11.4 If the cleaning service has already commenced and the Customer chooses to cancel before completion, up to 80% of the confirmed quotation may be charged depending on the work already completed.
11.5 Cleanpro will make every reasonable effort to accommodate changes to booking dates and times; however, all changes are subject to staff availability.
12. Waiting Charges
12.1 Our cleaning team will wait for a reasonable period if they are unable to begin work immediately due to customer-related delays.
Examples include:
* The property is still occupied.
* Removalists are still working.
* Keys are unavailable.
* Building access has not been arranged.
* Utilities are unavailable.
* Personal belongings prevent work from commencing.
12.2 If excessive waiting time occurs, additional waiting charges may apply.
12.3 If our cleaners are unable to commence work after waiting, the booking may be treated as a late cancellation.
13. Satisfaction Guarantee (7-Day Re-clean Policy)
13.1 Customer satisfaction is important to us.
13.2 If the Customer believes that an area included in the original quotation has not been cleaned to a reasonable standard, they must notify Cleanpro within 7 days of the service.
13.3 Where the claim is accepted, Cleanpro will arrange one complimentary re-clean of the affected area.
13.4 The complimentary re-clean applies only to services included in the original quotation or invoice.
13.5 The following are not covered under the complimentary re-clean policy:
* Additional cleaning requested after completion.
* Areas that were not included in the original booking.
* Damage caused after the service.
* New dirt created by moving furniture or belongings after the cleaning.
* Issues resulting from normal wear and tear.
* Permanent staining or existing damage.
13.6 Re-clean appointments are scheduled according to staff availability.
14. End of Lease Cleaning
14.1 Our End of Lease Cleaning service is designed to assist tenants in preparing the property for inspection.
14.2 While we clean according to our comprehensive checklist, Cleanpro does not guarantee the return of a rental bond, as the final decision rests with the landlord, property manager or agent.
14.3 Re-cleans requested by property managers or agents are covered only for items included in the original quotation.
14.4 Any additional cleaning requested by the property manager that was not included in the original booking will be charged separately.
14.5 The property should be substantially vacant before our cleaners arrive unless otherwise agreed.
14.6 Delays caused by furniture removal, tradespeople or removalists may result in additional waiting charges.
15. Carpet Steam Cleaning
15.1 Carpet steam cleaning significantly improves the appearance of carpets; however, complete stain removal cannot be guaranteed.
15.2 Certain stains may be permanent, including but not limited to:
* Pet urine
* Bleach damage
* Paint
* Ink
* Wine
* Coffee
* Rust
* Permanent dye
* Burn marks
* Heavy traffic wear
15.3 Heavy staining may require additional treatment and additional charges.
15.4 Customers will be advised before any extra treatment is performed.
16. Window Cleaning
16.1 Standard window cleaning includes only the areas specified in the quotation.
16.2 Existing scratches, oxidation, hard water stains, mineral deposits, paint damage or permanent marks on glass may remain visible after cleaning.
16.3 Cleanpro does not guarantee the removal of permanent glass defects.
16.4 External window cleaning above safe working height may not be available unless specifically quoted.
17. Wall Cleaning
17.1 Wall cleaning is an additional service unless specifically included.
17.2 Wall cleaning may improve the appearance of walls; however, permanent marks may remain.
Examples include:
* Paint transfer
* Scuff marks
* Nicotine staining
* Permanent discolouration
* Water damage
* Crayon or marker penetration
17.3 Cleanpro is not responsible for paint peeling, loose paint or damaged wall surfaces caused by pre-existing conditions.
18. Oven & Appliance Cleaning
18.1 Oven cleaning aims to remove grease, food residue and carbon build-up as much as reasonably possible.
18.2 Heavy carbon deposits, burnt-on residue and permanent discolouration may not be completely removable.
18.3 Appliances with existing faults, damaged coatings or loose components are cleaned at the Customer’s risk.
19. Mould Treatment
19.1 Surface mould will be treated where reasonably possible.
19.2 Deep mould embedded within silicone, grout, timber or damaged building materials may not be completely removable.
19.3 Cleanpro cannot guarantee that mould will not return, as mould growth is affected by moisture, ventilation and environmental conditions beyond our control.
20. Existing Damage & Permanent Stains
20.1 Cleanpro is not responsible for any pre-existing damage identified before or during the cleaning service.
20.2 Cleaning may reveal defects that were previously hidden by dust, grease or dirt.
20.3 Existing conditions include, but are not limited to:
* Scratches
* Cracked glass
* Loose tiles
* Damaged grout
* Loose silicone
* Water damage
* Swollen timber
* Rust
* Corrosion
* Peeling paint
* Worn surfaces
* Permanent stains
20.4 These conditions are considered pre-existing and are not the responsibility of Cleanpro.
21. Fragile Items & Furniture
21.1 Customers are responsible for removing or securing valuable, fragile or sentimental items before the cleaning service begins.
21.2 Cleanpro cleaners do not move heavy furniture or appliances, including but not limited to:
* Refrigerators
* Washing machines
* Dryers
* Large wardrobes
* Display cabinets
* Pianos
* Pool tables
* Safes
* Large sofas
21.3 Areas that cannot be safely accessed due to heavy furniture or personal belongings will not be cleaned unless otherwise agreed.
21.4 Cleanpro is not responsible for damage resulting from unstable, poorly installed or previously damaged furniture, fittings or fixtures.
22. Loss or Damage
22.1 Cleanpro takes every reasonable precaution while providing our services.
22.2 If damage is believed to have been caused by our cleaning team, the Customer must notify Cleanpro as soon as reasonably possible and, where practicable, before our staff leave the property.
22.3 Cleanpro reserves the right to inspect the alleged damage before accepting responsibility.
22.4 Where Cleanpro accepts liability, we may, at our discretion:
* Repair the damage;
* Arrange replacement of the damaged item where appropriate; or
* Provide reasonable compensation.
22.5 Normal wear and tear, deterioration due to age, hidden defects or pre-existing damage are not considered damage caused by Cleanpro.
23. Limitation of Liability
23.1 To the maximum extent permitted by Australian law, Cleanpro’s liability for any claim arising from our services is limited to the total amount paid by the Customer for the relevant cleaning service.
23.2 Cleanpro is not liable for:
* Existing damage or defects;
* Permanent staining;
* Normal wear and tear;
* Loss of business or income;
* Indirect or consequential loss;
* Damage caused by third parties after the service has been completed.
23.3 Nothing in these Terms limits any rights that cannot legally be excluded under the Australian Consumer Law.
24. Weather & Force Majeure
24.1 Certain services, including pressure washing, external window cleaning, gardening and outdoor cleaning, may be delayed or rescheduled due to adverse weather conditions.
24.2 Cleanpro will not be liable for delays caused by events beyond our reasonable control, including but not limited to:
* Severe weather;
* Flooding;
* Fire;
* Road closures;
* Traffic accidents;
* Power outages;
* Government restrictions;
* Staff illness or emergencies.
24.3 Where possible, a new service time will be arranged as soon as practicable.
25. Photos Before & After Service
25.1 Cleanpro may take photographs before, during or after the cleaning service for the following purposes:
* Recording the condition of the property;
* Quality assurance;
* Training;
* Resolving customer enquiries or disputes.
25.2 Personal belongings will not intentionally be the focus of any photographs unless necessary to document the condition of the work area.
25.3 Customer privacy will always be respected, and photographs will not be publicly used without permission unless required by law.
26. Privacy
26.1 Cleanpro collects personal information only for the purpose of providing our cleaning services.
26.2 Customer information will be handled in accordance with applicable Australian privacy laws.
26.3 We do not sell or disclose customer information to unrelated third parties except where required to provide our services or where required by law.
27. Acceptance of Terms
27.1 By accepting a quotation, confirming a booking, making payment or allowing our cleaners to commence work, the Customer acknowledges that they have read, understood and agreed to these Terms and Conditions.
27.2 These Terms and Conditions apply to all residential and commercial cleaning services provided by Cleanpro Solution Pty Ltd unless otherwise agreed in writing.
