Terms & Conditions

1. General Conditions

• By booking any service with Exclusive Cleaning Co., you acknowledge that you have read, understood, and agree to these Terms & Conditions.
• All services are performed to a high professional standard; however, results depend on the condition of the property, surfaces, age, and pre-existing damage.
• We reserve the right to refuse a job if the environment is unsafe, unsanitary beyond reasonable scope, or if the client behaves in a threatening or inappropriate manner.
• Prices may vary depending on property size, condition, and additional requirements identified on-site.

2. Access to the Property

• The client is responsible for providing safe access to the property at the scheduled time.
• If cleaners cannot access the property within 15 minutes of arrival, the visit may be cancelled and a full cancellation fee may apply.
• Doors or rooms that remain locked will not be cleaned.
• For apartment buildings, the client must provide access codes, fobs, keys, or gate instructions in advance.

3. Payment Terms

• Payment must be made on the day of the service or prior, depending on the type of booking.
• Bond cleans, deep cleans, and Airbnb cleans must be paid upfront unless otherwise agreed in writing.
• Failure to finalise payment may result in additional fees, refusal of future services, or debt recovery processes.
• We reserve the right to request a deposit for large bookings.

4. Cancellations & Rescheduling

• Cancellations or rescheduling require at least 24 hours' notice.
• Cancellations within 24 hours may incur a fee of 50% of the service value.
• Same-day cancellations or no-shows may incur 100% of the service value.
• If cleaners are turned away on arrival, full service charges apply.

5. Cleaning Scope & Limitations

Exclusive Cleaning Co. aims to follow the agreed cleaning checklist; however, the list may be adjusted depending on the property condition and time required.

We do not guarantee removal of:

• Permanent stains
• Paint, glue, silicone or construction residue
• Rust or deep mould
• Stains caused by wear, age or damage
• Grout discolouration resulting from age

• For safety reasons, cleaners do not move heavy furniture, appliances, or climb on unsafe surfaces.
• Windows are cleaned only if internal or accessible externally from ground level or safe reach points.
• Rubbish removal is limited to household waste unless previously arranged.

6. Bond Clean / End of Lease Conditions

• Bond cleans follow REIQ and standard real estate guidelines; however, approval depends on the agent, the property manager, and the initial condition of the property.
• Exclusive Cleaning Co. provides a 48-hour revisit guarantee, covering areas missed by cleaning only — not new dirt, mess, or issues created after our team leaves.

The guarantee does not cover:

• Wear and tear
• Permanent stains or damage
• Issues caused by maintenance, tradespeople, pests or leaks
• Areas the cleaners could not access

Revisit requests must come directly from the client or real estate, with photos and a full list of concerns.

7. Airbnb & Short-Stay Rentals

• Airbnb cleans include standard turnover tasks; however, they do not include deep cleaning unless requested.
• Linen washing is available if arranged upfront.

The client may choose between:

• Providing their own amenities
• Exclusive Cleaning Co. supplying amenities (extra cost)

Excessive mess, rubbish, or damage caused by guests may incur additional charges.

8. Damages & Liability

Cleaners take great care with all items; however, Exclusive Cleaning Co. is not responsible for:

• Pre-existing damage
• Fragile or poorly installed items
• Items not securely mounted

• Claims for damage must be reported within 24 hours of service completion with photos and details.
• Exclusive Cleaning Co. is insured for public liability; claims will follow insurer assessment processes.

9. Health & Safety

Cleaners will not handle:

• Bodily fluids
• Heavy mould infestation
• Hazardous waste
• Pest infestations

If cleaners encounter unsafe conditions, the service may be cancelled and charged accordingly.

10. Satisfaction Policy

• If a client is not satisfied, they must notify us within 24 hours.
• We will review the situation and offer solutions, which may include a revisit if applicable.
• Revisit approvals depend on the nature of the concern and the original service scope.

11. Photos & Quality Control

• For quality assurance, our team may take before/after photos.
• Photos are used for internal purposes only unless permission is granted by the client.

12. Changes to Terms

Terms & Conditions may be updated at any time. Continued use of our services indicates acceptance of updated terms.

Contact Us

If you have any questions about these Terms & Conditions, please contact us at: