A. General Terms

  1. True Cleaning Melbourne commits to providing cleaning services to the Customer under the following terms and conditions. 
  2. The customer is required to provide an accurate address for the cleaning services, which are offered exclusively in Melbourne and its surrounding suburbs. 
  3. At the time of booking, the specific cleaning tasks to be undertaken will be determined based on the selected package from the website. 
  4. The customer must notify True Cleaning Melbourne of any changes to the service requirements, such as additional hours of work or a change in the end-of-lease cleaning date. 
  5. For any extra services or changes, the Customer must contact True Cleaning Melbourne via telephone before the commencement of the job. 
  6. These additional services may incur extra charges beyond the initially quoted price. 
  7. The scheduling of the service will be mutually agreed upon by True Cleaning Melbourne and the Customer, with one or more cleaners dispatched for the task. True Cleaning Melbourne reserves the right to decline a booking for any reason. 
  8. Customers are prohibited from hiring any of True Cleaning Melbourne’s cleaners for a period of 6 months following the conclusion of services. Both the Customer and True Cleaning Melbourne agree to maintain the confidentiality of each other’s information and not to disclose it to third parties. 
  9. We reserve the right to either reschedule or cancel an appointment if the property’s condition or size is not as described, or in the event of unforeseen circumstances. All communications with True Cleaning Melbourne, whether through 1300 numbers, mobile numbers, or landline numbers, will be recorded for training purposes and to maintain a record of booking information. 
  10. These recordings will be kept confidential and will only be disclosed to authorized parties if necessary to verify booking details at the request of the Customer or as required by law.

B. Quotation Terms

  1. Quotes remain valid for 30 days from their issuance and are contingent on availability. 

  2. True Cleaning Melbourne offers pricing based on the original quoted figure or on an hourly rate, with the choice left to the customer. 

  3. To ensure the work is completed on time and the quote is accurate, customers must inform True Cleaning Melbourne if the service is for Move-In/Out, End of Lease, commercial cleaning, or construction cleaning.

  4. True Cleaning Melbourne generates quotes based on the details provided by the customer via website, email, or phone. These quotes are estimates grounded in our experience and made without an in-person assessment of the property. 

  5. If, upon arrival or during the job, our cleaners determine that the scope exceeds the original estimate, True Cleaning Melbourne will consult with the customer to explore options, such as adjusting the cost to complete the work or performing as much as possible within the original quote. 

  6. Should the customer disagree with these options, True Cleaning Melbourne will halt services to prevent any disputes.

C. Customer Agrees To Provide The Following

  1. The Cleaner will have clear access to those areas of the Premises requiring the Service. The premises will be completely empty for end of lease cleaning jobs. True Cleaning Melbourne reserves the right to refuse service if the house is not ready for cleaning. The Customer must provide an empty house.
  2. Access to all necessary services and utilities including hot and cold water, electricity, and rubbish bins, along with a safe working environment at the Premises for the Cleaner.
  3. Will authorize True Cleaning Melbourne to use the Premises.
  4. The Customer will ensure that there are no health and safety risks. At the time of booking, the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease, or grime located at the Premises.

D. Exclusions And Limitations

To the extent permitted by statute, the liability, if any, of True Cleaning Melbourne is, at True Cleaning Melbourne’s option, limited to and completely discharged by the resupply of the Service. True Cleaning Melbourne is not responsible for:
  1. not completing or providing the Service as a result of a breach of a warranty by the Customer in clause 3 (including a failure by the Customer to provide utility services, a safe working environment, or unencumbered access to the Premises); or
  2. not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 4;
  3. any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of True Cleaning Melbourne;
  4. not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during the provision of the Service;
  5. existing dirt, wear, damage, or stains that cannot be completely cleaned or removed;
  6. any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed;
  7. any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or
  8. the cost of any key replacement or locksmith fees, unless keys were lost by True Cleaning Melbourne or the Cleaner.
  9. Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality, or condition of the Service which may apart from this clause be binding on True Cleaning Melbourne are excluded.
  10. The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since the Premises was last cleaned, and the nature of cleaning required), and that True Cleaning Melbourne gives no guarantee as to the actual results of the Service.
  11. Except to the extent provided in this clause, True Cleaning Melbourne has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by True Cleaning Melbourne (including any loss caused by, or resulting directly or indirectly from, any failure, defect, or deficiency of any kind in the products used or services provided by True Cleaning Melbourne).

E. Accidents, Breakage, Damage & Theft Claim

  1. The Customer must inform True Cleaning Melbourne of any incident where an accident, breakage, damage to property, or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.
  2. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to True Cleaning Melbourne within 24 hours of completion of the Service.
  3. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of True Cleaning Melbourne under these terms and conditions: cash, jewelry, art, antiques, and items of sentimental value.
  4. No refund claims will be considered once the service has been completed, and the team has vacated the property unless otherwise stated by us.
  5. All services are considered performed to a standard the customer would expect unless otherwise stated by the customer within 24 hours of the service being conducted. All complaints will be investigated, and a resolution will be made to the satisfaction of the customer or a standard we deem reasonable.
  6. The customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct services.
  7. If damage has been proven to be caused by us, and we have been informed within 24 hours, we will either repair the item or, if the item cannot be repaired, we will compensate with the item’s current cash value.
  8. Even though our technicians make every effort not to damage items, accidents occasionally happen. Therefore, we recommend that all items of special value (either monetary or sentimental) are to be put away and/or not cleaned during this service.
  9. We may request access to a property where a problem has occurred within 24 hours of the service to investigate in an attempt to come to a resolution.
  10. We advise not to place any furniture on carpet that is not complete, which is not 100% dry, and shall not be liable for any damage this may cause.
  11. We are not responsible for any existing damage to the customer’s property that is not able to be cleaned or repaired by our technicians using standard methods of practice.
  12. We are fully insured and covered for every job we agree to take.
  13. Our team will do their best to clean kitchen appliances, but please note that if they have not been regularly cleaned or there is some existing damage, we are not liable for items that cannot be cleaned using standard methods.
  14. If you require your fridge/freezer to be clean, you are responsible for emptying and defrosting it in advance.

F. Cancellation Fess

  1. The Customer must provide True Cleaning Melbourne with at least 48 hours’ notice prior to the Service Time if they wish to suspend, postpone, or cancel the Service for any reason. Advance payment will be returned after deduction of admin cost and any bank/credit card/PayPal charges amounting to $50.
  2. In the event that the Customer does not provide 48 hours’ notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee of $100.00.

G. No Access Fee

  1. In the event that the Customer does not provide access to the Premises for True Cleaning Melbourne or its Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to 1 hour of cleaning for administrative and travel costs, which is $100.

H. payment Terms-debt Collection Agency Fee

  1. Payments may be made via bank transfer, cheque, or in cash. Payments by bank transfer should be made to: https://truecleaningmelbourne.com.au/terms-and-conditions/
  2. Cheque payments should be made payable to “True Cleaning Melbourne.”
  3. Where True Cleaning Melbourne has agreed to invoice the Customer for payment of fees latest after the Service has been completed, the Customer agrees to pay in full, all fees due, within the due date.
  4. In addition to the amounts above, the customer agrees to pay any legal cost to collect the payment after the due date. Our Debt collection agency will charge you = Amount Due + Debt Collection agency cost + GST. In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
  5. Our customers can pay the payment (either quoted or invoiced) 30 days in advance from the booked service date using our online payment options stated on the website.

I. About Our 100% Bond Back Guarantee

  1. The customer should inform us within 4 working days for any re-cleaning work (for bond back guarantee) to be done at the property by email. We will only collect the key from the agent’s office if their office is within a 2 km radius of the property to be cleaned.
  2. Our Bond back guarantee means after our cleaning service, if the agent has any issues regarding the cleaning done, we will come back and do the re-cleaning of those issues, subject to which package you have chosen.
  3. If for any reason other than cleaning done by us, the real estate agent, owner, or landlord refuses to give you your 100% bond back, in that case, True Cleaning Melbourne is not liable for any money to be paid to the customer.
  4. After 4 working days from the service date, our 100% Bond back Guarantee is null and void.
  5. None of our packages includes curtains cleaning/fabric blinds cleaning nor outdoor cleaning e.g cobweb/sweeping of the front yard. We do not take any responsibility for garden cleaning/backyard cleaning. With blind cleaning, we only dust the face/front of the blinds.

J. Refund Policy

  1. As per our 100% Bond back Guarantee, we send our cleaning team back to the place to fix the issues to satisfy the Property Manager.
  2. In case you have paid extra money by mistake, then we will refund the amount.
  3. We may choose to refund via Bank Transfer or PayPal.
  4. In case the payment is taken in advance and the customer wants to cancel the job, then the full amount will be refunded if notice is given before 24 hours of the service date/time booked. If the customer does not inform us within the given time frame, no funds will be refunded.

K. Things Which Are Not Included in Packages & Guarantee

What is not included in the packages but can be included with extra cost
  1. Kitchen and bathroom floor tiles grout cleaning not included. Bathroom shower/floor tiles grout in the shower cabin is included.
  2. We do not clean the ceilings. Brick walls cleaning is not included.
  3. Balcony rubbish removal or pot removal or balcony tile grout cleaning not included.
  4. Hard rubbish removal from the property to outside of the house/apt is not included due to council law restriction.
  5. We do not clean curtains/fabric blinds, not even with extra cost.
  6. Dishwasher is not included from inside. We only clean from the outside.
  7. All the quote given for an Empty house. If your property is furnished, then you need to inform in advance. We do not clean any other area except mentioned in packages and unless confirmed before the quotation given or work started.
  8. We clean only inside the house unless/until asked to clean before the quote and work started with confirmation of the price. E.g Balcony cleaning/fridge cleaning/ garage cleaning/patio cleaning/balcony glass cleaning.
  9. Garage Cleaning only includes sweep and cobweb removal. Garage cleaning do not includes wall mark removal, oil spot from the floor or scrubbing of the floor. Washing the garage floor is not included.
  10. We can clean anything (subject to terms & conditions) as per your requirements which are not included in the above packages with extra cost discussed prior to work start.
  11. * Internal only for any windows above the ground floor level-because of safety reasons.
  12. We clean the blinds or lights however if very old blinds/lights or not working blinds or metal strips broken – we do not operate on them to prevent any further breakage unless the customer has asked to do so. If they are too old and seem more risk of breakage we will not proceed further to clean.
  13. Heavily soiled carpet, paint on carpet, oil on carpet or special stains like pet pee, wine, or cordial stained carpet are sometimes difficult to bring it to its original state but we will try our best to clean it up to the best possible outcome. We cannot give you a refund for the carpet not cleaned as new just because of the customer careless use of the carpet.

L. Privacy, Law And Changes To Terms & Conditions

  1. The Customer acknowledges that any information provided by the Customer may be used by True Cleaning Melbourne for the purpose of providing the Service. True Cleaning Melbourne agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
  2. True Cleaning Melbourne will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.
  3. True Cleaning Melbourne reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.
  4. The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed. The Customer and True Cleaning Melbourne acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Victoria and both agree to submit to the exclusive jurisdiction of the courts of Victoria in the event of any dispute. The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.

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