TERMS AND CONDITIONS
General
These Terms and Conditions apply to all contracts for the provision of Services by Cleaning Lab to the Customer, taking precedence over any other documentation or communication from the Customer.
Inappropriate Behaviour
We do not tolerate any inappropriate behavior towards our staff or cleaners, including harassment, intimidation, threats, or abusive language, whether verbal, written, or physical.
This includes explicit language, racism, and defamatory remarks. Necessary actions, including legal measures, will be taken against anyone involved in such behavior. We reserve the right to terminate services immediately without refund if such behavior occurs. The Customer agrees that no refunds will be claimed under these circumstances.
Pricing
All quotes provided are approximate and based on standard house and room sizes. The quoted price may change after an on-site assessment by our team.
We strive to provide accurate quotes, but adjustments may be necessary if:
3.1. The property differs from the description given by the Customer, such as additional rooms or different blinds.
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3.2. The property is heavily soiled, requiring extra time or chemicals to meet Bond Cleaning Standards as defined by the Managing Agent under the Residential Tenancies Amendment Act 2018.
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3.3. A specialist service is needed for certain areas, like high windows or other potentially dangerous locations.
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3.4. Areas or contents fall outside the agreed cleaning schedule.
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3.5. Additional parking fees or property key pickup fees are incurred.
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3.6. The Customer changes the original cleaning requirements.
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3.7. Rubbish or personal effects need to be removed.
We may refuse to clean any item/area that poses a risk to the cleaner. The Customer will be notified, and the Bond Cleaning Guarantee for that area or item will be void.
Items subject to wear and tear, or those with long-term grime buildup, may not be cleaned to a standard warranting of our guarantee.
For custom quotes, we will contact you to agree on the variation. You must consent to the variation amount being charged to your credit card before work commences.
If you do not agree to the quote variation, it may void some or all of your Bond back guarantee. We will communicate this in person, via phone, or email.
Access
The Customer must be contactable at all times, especially one hour before the job starts. If we cannot reach the Customer, we will proceed with the job to the best of our ability. Incomplete jobs due to lack of contact will void any warranty, and a return callout fee will apply if we need to revisit.
The Customer must provide access to the Property. If the Property is not accessible at the agreed time, the Customer will be charged the full cost of the job. Key collection arrangements must be confirmed in writing (SMS or email) and may incur additional charges based on the pickup location.
Failure to gain access will result in a cancellation fee up to the full service amount or a last minute rescheduling fee equivalent to covering the workers wages that turned up to service your job. Rescheduling is subject to availability.
Cleaners need unobstructed access to all areas requiring service. The Customer consents to before, during, and after photos for quality assurance and at times for use on social medias and websites (no images will contain personal information and will be solely of the cleaning.
Electricity and running water must be available. If unavailable, the Cleaner will proceed as best they can, but the Bond Cleaning Guarantee will not apply.
Heavy items (over 15kg) must be moved by the Customer prior to service. Failure to do so voids the Bond Cleaning Guarantee for that area.
Personal belongings and rubbish must be removed before cleaning starts. We do not remove rubbish; the Customer can negotiate with the Cleaner for an additional cost.
Cancellations
If you cancel a booking within 48 hours of the service date, a cancellation fee applies up to the full amount of the booked service. Denied access at the time of cleaning (e.g., customer no-show or lock-out) will result in a charge up to the 100% of the service fee.
Our cleaners' schedules are carefully planned and they often have families they are working to provide for. If they cannot access your home and the appointment was not canceled, we may charge the full invoice amount due to lost income and expenses.
We reserve the right to cancel the job if the property conditions are unsafe or if access is not provided as agreed. Same-day cancellation fees will apply.
We may reschedule or cancel any service if the property does not match the described condition or size, or if unexpected circumstances outside of our or our cleaners control arise.
Service payments
By using our cleaning services, you agree to the following payment terms:
Unpaid Services
Invoices must be paid within 7 days of issue. Failure to pay on time will incur additional, non-negotiable charges.
After 7 days, a $50 late payment fee will be added. Further delays will incur a weekly late charge of $50 per week.
If your overdue account is referred to a debt collection agency, law firm, or the Victorian Civil and Administrative Tribunal (VCAT), you will be responsible for all associated costs, including legal demand costs, court costs, and other miscellaneous expenses related to the collection of the outstanding payment.
Payment Options
Cash: We can accept cash payments for our services, simply notify us in advance of the job and arrange for payment to be made at the location of the job prior to the work commencing to one of our managers.
Debit/Credit Card: Cleaning Lab uses Gocardless to secure your card and personal details. You can change, update, or remove your card details online or by contacting our support team at accounts@cleaninglab.com.au
Over the Phone: We accept card payments via our customer support team. Using Gocardless, your card details are securely stored and not accessible once confirmed. We can update your payment details at your request.
Bank Transfer: Payments should be made using your unique invoice number prior to the work commencing (please allow time for funds to clear in the account, some banks can take up to 2-3 business days) unless otherwise specified on the invoice. If you haven't received an invoice, contact our accounts team at accounts@cleaninglab.com.au
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Our Bank details are as follows:
BSB: 033-028
Account Number: 721652
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You will also find these details provided on your invoice.
End of Lease Clean and Bond-back Guarantee
Our Bond-back guarantee applies only to the services you have hired us for. For example, if you book a Bond Clean but not a carpet clean, our guarantee covers only the Bond Clean. This applies to all additional services we offer.
The Bond-back guarantee excludes ceilings, garage walls, exterior windows, and deep stains requiring a professional third party.
The free re-clean is valid within 72 hours of the original clean, provided the property was not occupied during this period. An inspection report from the Property Manager/Landlord, including issues and photos, is required.
Schedule your bond clean only after all furniture is removed, the property is uninhabited, and all necessary maintenance is completed (exemption to this is fully furnished rentals).
We are not responsible for incidents classified as Acts of God (e.g., floods, storms, fires, earthquakes, cyclones).
Claims
Refund claims will not be considered once the service is completed and we have vacated the property.
The Customer must allow a re-clean or inspection of unsatisfactory work before hiring a third party.
The Bond-back guarantee applies only to End of Lease Cleaning services.
We take care during the service, but older items prone to wear and tear, such as light fittings and fly screens, may break. For damage beyond wear and tear, provide written notice and photos.
The Customer waives any claim against us for incidental costs, including rent or loss of bond money, arising from the service.
Damage claims must be supported by proof from either party and are the contractor's responsibility if accepted. The contractor and Customer will exchange details and arrange property access for repairs or replacement.
If you require fridge or freezer cleaning, it must be emptied and defrosted in advance. Additional costs may apply.
Notify Cleaning Lab of any accidents, breakages, property damage, or theft caused by the cleaner within 24 hours of service completion.
