Terms and Conditions

1. Introduction

These Terms govern the cleaning services provided by The Lease Cleaners. By booking or using our services, you agree to be bound by these Terms. We may update them from time to time, and your continued use of our services constitutes acceptance of any changes.

2. Bookings

2.1 Booking Process

• Bookings may be made online, by phone, or in writing.
• A booking is considered confirmed once we issue written confirmation.
• You must provide accurate details about property size, condition, rooms, and required tasks.
• Any special issues such as mould, strong odours, heavy stains, or rubbish removal must be disclosed before the service.

2.2 Minimum Service Time

Minimum booking durations may apply depending on the type and scope of service required.

2.3 Booking Variations

We may adjust the quoted price or duration where the actual property condition differs from the details provided, additional work is required on site, hazards are present, or access, parking, or key handling adds time or cost. We will notify you before proceeding with any changes.

3. Property Access

3.1 Customer Responsibilities

• Provide timely entry and correct keys, access codes, or other access details.
• Ensure water and electricity are available on site.
• Remove personal items and clear areas to be cleaned unless otherwise agreed.
• Keep valuables secured and ensure a safe working environment for our team.

3.2 Access Issues

If our team cannot start or continue work due to access failure, unsafe or unready conditions, or incorrect details provided, call-out charges or up to the full booking cost may apply. Key collection or return may incur additional distance-based fees.

4. Cancellations, Reschedules, and No-Shows

• Holding deposits are non-refundable for cancellations due to change of mind.
• A $100 holding deposit may be retained for late cancellations or if the property is not prepared to the agreed checklist standard.
• If you reschedule, an additional $50 rescheduling fee may apply.
• If the property is not ready on arrival, an $80 rescheduling fee may apply.
• No-access events such as locked premises, wrong address, or no response may incur a $100 + GST access fee.
• For hoarding, unsafe, or materially misdescribed properties, we may re-quote, pause, or decline the job. A $100 + GST booking fee may remain non-refundable in these cases.

5. Payments

• Payment is due when cleaners arrive on site, before work begins. Cleaning will only commence after payment is received.
• For selected bookings, pre-authorization or deposits may be taken 24 to 48 hours before attendance.
• Prices are GST-exclusive unless otherwise stated.
• Failed or late payments must be settled within 24 hours and may attract administration fees, interest, and recovery costs.

6. Service Quality and Complaints

• General cleaning concerns should be reported within 24 to 48 hours.
• End-of-lease and bond cleaning concerns should be reported within 72 hours, with supporting evidence.
• Where an in-scope issue is reported in time and access is provided, a re-clean is the primary remedy.
• Refunds are not generally issued after service completion unless a re-clean cannot reasonably be provided.

6.1 Inspection Before Departure

The property owner or authorised representative should inspect the property before the cleaners leave. Any concerns must be raised at that time. Once the team departs and the job is marked complete, the service is considered accepted.

7. Re-Clean and Bond Back Terms

7.1 Re-Clean Entitlement

If inspection identifies in-scope issues within 72 hours (3 business days), we provide one complimentary re-clean visit, subject to evidence and access requirements.

7.2 After 72 Hours

• Our re-attendance may be available with a $90 + GST call-out fee.
• If you engage a third-party cleaner, their cost is not reimbursable unless agreed by us in writing.
• This agreement is between The Lease Cleaners and the booking customer only.

7.3 Bond Back Conditions and Exclusions

Bond back coverage requires a vacant and accessible property, connected utilities, full payment, and evidence submitted within the required timeframe. It does not cover pre-existing damage, normal wear and tear, permanent staining, out-of-scope areas, post-clean contamination, or declined add-on services.

7.4 Hard Stains and Impossible Marks

If our cleaners identify hard stains or impossible marks during a job that cannot be removed through standard cleaning methods, those items will be noted and documented. The Lease Cleaners will not return for jobs where the sole complaint relates to permanent staining or marks that were flagged on site.

8. Customer Obligations

• Provide accurate booking information.
• Prepare and secure the premises for service.
• Disclose any fragile or special-care items in advance.
• Avoid abusive, threatening, or harassing conduct toward our staff.

Serious misconduct may result in immediate service termination without refund.

9. Photos and Evidence

We may capture before and after photos for quality assurance, insurance, and dispute handling purposes. Damage or loss claims should be reported within 24 to 48 hours.

10. Liability

Our liability is limited to the value of the service provided, or up to AUD $100 where no payment was made. We are not liable for pre-existing issues, normal wear and tear, or conditions beyond standard cleaning outcomes.

11. Privacy

Personal information is collected only for bookings, service delivery, communication, and invoicing, and is handled in accordance with applicable Australian privacy requirements.

12. Termination

We may suspend or terminate services for non-payment, repeated access failures, safety risks, fraud, or misconduct. Customers may end ongoing services subject to notice and settlement of any outstanding fees.

13. Governing Law

These Terms are governed by the laws of Australia and the relevant state or territory where services are supplied.