These Terms and Conditions (“Agreement”) outline the rights and obligations between Bond Cleaning Service (“we”, “our”, “us”) and you, the client (“you”, “your”, “customer”). By accepting a quote, confirming a booking, or using any of our services, you confirm that you have read, understood, and agreed to these Terms and Conditions in full. By using our services, you agree to the following terms and conditions. These terms may be updated or modified at any time without prior notice. Any changes will be reflected on our website: bondcleaningservice.com.au. It is the customer’s responsibility and recommended to review these terms .
These terms are legally binding and are designed to protect both the customer and the service provider, ensuring transparency, professionalism, and accountability throughout our service relationship.
Definitions
- “Bond Cleaning Service” / “We” / “Us”: Refers to our company and any authorized employees, contractors, or subcontractors engaged by us to deliver services.
- “Customer” / “You”: The individual or entity who books, pays for, or benefits from the services we provide.
- “Service(s)”: Refers to all types of cleaning, including bond cleaning, carpet cleaning, pest control, or any other additional services requested and accepted by us.
- “Property”: The premises or dwelling where the cleaning service is to be carried out.
- Heavy soiled areas: Spaces within the property that have accumulated excessive dirt, grime, grease, stains, mold, or other contaminants that require additional time, effort, and specialized cleaning products or equipment to restore to an acceptable standard.
- “Bond Back Guarantee”: Our commitment to re-clean the property if certain conditions are met and issues are identified by the managing agent or landlord.
- “Managing Agent”: The property manager, landlord, or real estate agent responsible for the final inspection and bond assessment.
- “Reasonable Access”: Full and safe entry to the property, with access to all rooms, surfaces, fixtures, and utilities (including electricity and water) necessary for us to perform the cleaning.
Service Agreement
- These terms apply to all current and future services provided by Bond Cleaning Service.
- Any commitments made verbally outside of these terms are not considered.
- Our team members are trained, background-checked, and authorized to carry out the assigned work. They must adhere strictly to the approved scope and cannot make changes without prior approval.
Professional Conduct and Safety
- We prioritize the safety and well-being of our staff. Aggressive, offensive, or abusive behaviour toward our personnel will result in immediate service termination with no refund.
- Cleaners have the right to exit the premises if they feel unsafe or threatened, and the full fee will still apply.
Scope of Services: Inclusions and Exclusions
- A detailed list of what is included and excluded in a standard bond clean is available on our website or upon request.
- Services requested outside of the standard scope (e.g., appliance disassembly, high access windows, furnished property detail) may attract extra fees.
- In furnished properties, cupboards, drawers, and wardrobes containing customer belongings will not be cleaned unless fully emptied prior to the job.
Quotations and Pricing
- All quotes provided are estimates only. They are based on an average-sized property and standard room dimensions, assuming typical cleanliness and condition. Actual pricing may vary depending on the specific size, condition, and requirements of your property.
- Any additional services (e.g., pest control, carpet steam cleaning) will be charged as per individual rates unless included in a package deal.
- Delays caused by key collection, locked access, parking difficulties, or absence of electricity/water may incur extra costs.
- Bond Cleaning Service reserves the right to revise the quote on-site if the actual size, condition, or features of the property differ from the information originally provided by the customer. This includes:
- Additional rooms, fixtures, or areas not disclosed at the time of booking.
- Excessive dirt, grease, mould, or biohazards requiring specialist products or additional labour.
- Heavily furnished or cluttered properties requiring more time to access cleaning areas.
- Pest infestations, neglected surfaces, or strong odours.
- This right to revise pricing is permitted under the (Residential Tenancies and Rooming Accommodation Act 2008), which allows service providers to adjust quotes based on material changes to the service scope, provided the customer is informed and consents.”
Access Requirements
- It is the customer’s responsibility to ensure the property is accessible at the agreed time, with functioning electricity and running water.
- If our team cannot access the site, a minimum fee of $70 will apply.
- Furniture or large items (over 5kg) must be moved by the customer prior to service; our team is not responsible for heavy lifting.
- Customers are responsible for maintaining contact with the cleaners, especially within the first hour of starting the job.
- If we are unable to contact the customer at any stage of the cleaning process, our cleaners will proceed with the job to the best of their ability based on the agreed scope of work. However, in cases where customer input is required for specific instructions, decisions, or access issues, the job may remain incomplete. Any additional visit required to complete the cleaning due to lack of customer response will incur extra charges.
- Customers must ensure a suitable parking space is available for the cleaner’s vehicle. Any parking fees incurred will be added to the service cost.
- Customers must provide full access to the property, including unlocking all rooms and areas requiring cleaning.
- Customers must provide necessary keys and finalize a key collection/drop-off arrangement in advance.
- Customers give permission for cleaners to take before and after pictures of the property for record-keeping and dispute resolution.
- Customers must ensure access to electricity and running water; failure to provide these will void the bond cleaning guarantee and may result in an incomplete service.
- Customers must remove all belongings and valuable items before the cleaning begins. BCS is not responsible for misplaced or damaged personal items left in the property.
- Customers must ensure that all rubbish is removed from the property, including from cupboards, rooms, ovens, and other storage areas, before the cleaning service begins. Failure to do so may result in additional charges.
- We may take before, during, and after photos for quality control and proof of service completion.
Booking Changes and Cancellations
- If the customer cancels more than 5 days prior to the service date, a $50 administration fee applies.
- Cancellations made within 72 hours of the appointment will incur a $100 charge.
- Same-day cancellations, or refusal to proceed due to condition or access issues, will incur a $200 cancellation fee.
- If a customer requests to reschedule, a $70 rescheduling fee may apply depending on availability.
- Once a quote is accepted and deposit paid, cancellation for any reason will forfeit the deposit.
Payment Terms
- A $50 deposit is required to secure your booking. The remaining balance must be paid in full before service begins, unless agreed in writing.
- Bank transfers must be cleared before the day of cleaning. Pending transfers will be treated as unpaid.
- Late payments (after 7 days of service) will incur a $250 administration fee plus 5% interest per month until resolved.
- Unauthorized chargebacks or reversed payments will be subject to a 25% admin fee and may be sent to a debt collection agency or reported to credit bureaus.
Bond Return Guarantee
We offer a Bond Back Guarantee under the following conditions:
- Our Bond Back Guarantee means free return cleaning to fix any missed areas noted by your property manager, provided all conditions are met. We follow (under governance of the Residential Tenancies and Rooming act 2008) . Book with confidence knowing that if your agent raises a valid issue within scope, we’ll come back at no charge to make it right.
- Our bond cleaning guarantee applies to the service :A full bond clean was booked through us. Or if any add -ons not booked with us or cleaned by us then we offer bond cleaning guarantee only for those which are booked with us and other add-ons like carpet or pest will be not covered in our bond back guarantee.
- The property is fully vacated, unfurnished, and has running power and water and also connected utilities at the time of service.
- Natural events or disasters such as floods, cyclones, earthquakes, storms, or other force majeure situations affecting the condition of the property after our service
- The customer contacts us within 7 days of job completion with feedback from the managing agent or landlord.
- A re-clean will only address items listed in the formal inspection report provided by the agent.
After a re-clean, if we receive no further feedback within 24 hours, the bond cleaning job will be deemed satisfactorily completed.
Liability and Damage Claims
- We are not liable for damage due to pre-existing conditions, aged or faulty fittings, or wear and tear.
- Any damage or concern must be reported in writing within 24 hours of the cleaning service.
- We will investigate any claims and offer resolution (repair or compensation) at our discretion.
- We do not take responsibility for bond disputes relating to issues outside our agreed cleaning scope.
Complaints Policy
To submit a complaint, email us within 24 hours of job completion at [insert your email]. Please include:
- Full name and contact number
- Property address and date of service
- Detailed description of the issue
- Photos or agent reports (if applicable)
- Your proposed resolution
Failure to submit all required information may result in your complaint being declined.
Acceptance of Terms
By booking a service, making payment, or engaging with our team, you acknowledge and accept the above Terms and Conditions. This includes acceptance of our pricing, cancellation terms, and bond back guarantee limitations. These terms apply regardless of whether a written signature or formal acknowledgment is obtained.
