Terms & Conditions of Service

These Terms & Conditions apply to services provided by Macedon Ranges Premium Cleaning

(ABN 80 799 159 820)

Last updated: January 2026

1. Scope of Services

1.1  Services are provided in accordance with the agreed scope outlined in the quotation, booking

confirmation, service agreement, or Client Preference Form.

1.2  Service types and cleaning standards

·      Standard / Maintenance Cleaning: Routine upkeep cleaning intended to maintain general cleanliness. Does not include intensive build-up removal, bond-level detailing, or neglected areas.

·      Pre-sale:
A more comprehensive service addressing accumulated build-up, detailing, and areas requiring additional time and labour beyond maintenance standards.

·      End of Lease / Bond Cleaning:
A detailed cleaning service intended to meet general real estate or property management expectations. Specific agent checklists must be provided prior to service where required.

1.3 Where property condition exceeds the booked service type, the business reserves the right to reclassify the service and adjust pricing accordingly.

1.4 Standard maintenance cleaning services do not include the following unless specifically requested and quoted:

  • Inside ovens

  • Inside refrigerators or freezers

  • Internal windows

  • Wall washing

  • Ceiling cleaning

  • High-level dusting

  • Heavy grease or mould removal

  • Biohazard or biological contamination cleaning

  • Excessive clutter or hoarding conditions

1.5 Initial, first-time, or catch-up cleans may require additional time and cost due to accumulated build-up and may be quoted separately.

1.6 Where property condition is significantly heavier than reasonably expected for the booked service type, the business reserves the right to:

·       Adjust pricing accordingly

·       Extend service duration

·       Convert the service to an Initial / Deep Clean rate

·       Suspend work pending client approval

If approval cannot be obtained, the service may be discontinued and charged proportionally for time attended.

1.7 Where hazardous, unsafe, or unsanitary conditions are discovered after commencement of service — including but not limited to biohazards, structural risks, pest infestations, drug paraphernalia, or excessive mould — the business reserves the right to immediately suspend or cease work.

Where work is suspended:

·       Charges will apply for time attended

·       The service may be re-quoted

·       Specialist remediation may be required prior to rescheduling

1.8 Provision of cleaning services requires access to functioning utilities, including:

·       Electricity

·       Running water

Where utilities are unavailable, unsafe, or disconnected, the business reserves the right to suspend or cancel the service. Standard cancellation or attendance fees may apply.

1.9 Service duration is based on the time allocation quoted or booked.

Where property condition, scope changes, or access delays impact completion within the allocated timeframe, the business reserves the right to:

·       Conclude the service at the booked time limit, or

·       Extend service duration at an additional cost, subject to availability

Where extension approval cannot be obtained, the service will be completed to the extent possible within the original booking period.

2. Pricing & Payment

2.1 All pricing is based on information provided by the client at the time of booking.

The business reserves the right to adjust pricing where:

  • Property condition differs from description

  • Additional time is required

  • Scope of work changes

2.2 Payment terms:

  • Payment is due as stated on the invoice

  • Late payment may result in service suspension

  • Ongoing service discounts may be revoked where invoices remain unpaid

The business reserves the right to engage debt recovery processes for overdue accounts where necessary. The business reserves the right to apply reasonable late payment fees or interest on overdue invoices where permitted by law.

2.3 Where accounts remain unpaid beyond agreed payment terms, the business reserves the right to engage third-party debt recovery services. All reasonable recovery costs, including administrative fees, legal costs, and agency commissions, may be added to the outstanding balance where permitted by law.

3. Access to Property

3.1 Clients are responsible for providing safe, timely, and unobstructed access to the property.

Failure to provide access may result in:

  • Lockout fees

  • Cancellation fees

  • Full-service charges where attendance has occurred

Where keys, codes, or access instructions are provided, the business will take reasonable steps to maintain their security and confidentiality.

3.2 Clients are responsible for providing accurate alarm and security system instructions prior to service.

The business is not liable for alarm activations, security call-out fees, or monitoring charges where:

·       Instructions were not provided

·       Instructions were incorrect

·       Systems malfunction

Any costs incurred as a result may be charged to the client.

3.3 Where paid parking, permits, tolls, or restricted access arrangements are required to perform the service, the client agrees that such costs may be:

  • Added to the invoice, or

  • Reimbursed by the client

Where access restrictions significantly impact service time, additional charges may apply.

3.4 The business is not liable for service disruption, delays, or damage arising from third parties present at the property during service, including but not limited to:

  • Tradespersons

  • Movers

  • Contractors

  • Guests or occupants

Where interference impacts service delivery, the business reserves the right to adjust pricing or reschedule.

3.5 The client is responsible for ensuring that children and pets are adequately supervised and controlled during service delivery. The business shall not be liable for service disruption, incomplete tasks, or damage arising where children or pets interfere with cleaning activities, equipment, or materials. Where interference creates safety risks or prevents effective service delivery, the business reserves the right to suspend or discontinue the service, and applicable attendance or cancellation fees may apply.

4. Cancellations & Rescheduling

4.1 A minimum of 24 hours’ notice is required to cancel or reschedule a booking.

Where sufficient notice is not provided, the following may apply:

  • Late cancellation fees

  • Loss of frequency discount

  • Full-service charge (where attendance has occurred)

The business reserves the right to reschedule services due to illness, emergencies, weather events, or circumstances beyond reasonable control.

4.2 Where the required minimum notice period of 24 hours is not provided, cancellation fees apply to compensate for loss of allocated labour time, scheduling disruption, and administrative costs.

The following fees apply:

·      Cancellations within 24 hours: 50% of the scheduled service fee

·      Same-day cancellations or lockouts: up to 100% of the scheduled service fee

Where cleaners have already attended the property, the full service fee may be charged to reflect allocated labour, travel, and operational costs. The Business reserves the right to reduce or waive fees at its discretion where exceptional circumstances apply.

5. Breakage & Damage Policy

5.1 All reasonable care is taken when delivering services.

The business is not responsible for:

  • Pre-existing damage

  • Wear and tear

  • Deteriorated fixtures

  • Loose fittings

  • Items not secured properly

  • Fragile items not disclosed

  • Items that cannot be safely moved

Clients must notify the business of fragile or high-value items prior to service.

Any damage concerns must be reported within 24 hours of service, or as soon as reasonably practicable.

6. Liability & Limitation of Liability

6.1 While all reasonable care and attention is taken when providing services, the business shall not be held liable for:

  • Pre-existing damage, wear and tear, deterioration, or faulty items

  • Damage resulting from poor installation, age, or structural defects

  • Items that are inherently fragile, unstable, or improperly secured

  • Damage to items not disclosed as fragile or requiring special handling

  • Damage occurring where items cannot be safely moved by a single operator

  • Consequential or indirect loss, including loss of income, opportunity, or use of property

6.2 Where damage is proven to have been directly caused by negligence in the provision of cleaning services, the Business’s liability is limited to the reasonable cost of repair of the affected item or, where repair is not reasonably possible, the depreciated replacement value of the item at the time of damage.

6.3 The business is not liable for damage caused by:

  • Client-supplied cleaning products or equipment

  • Undisclosed hazards or unsafe working conditions

  • Pets, vermin, or third parties present during service

All damage claims must be reported within 24 hours and supported by reasonable evidence.

6.4 The business shall not be liable for loss or damage to items of sentimental, irreplaceable, or non-market value, including heirlooms, collectibles, or custom items where replacement value cannot be reasonably determined.

6.5 The business shall not be liable for damage to, or loss of functionality of, electronic equipment or devices, including but not limited to televisions, computers, monitors, networking equipment, or smart home devices, where such damage occurs during routine cleaning activities conducted with reasonable care. The business is not responsible for loss of data, software corruption, or interruption of electronic services.

6.6 The Client acknowledges that surfaces, fixtures, fittings, and materials may contain pre-existing wear, deterioration, improper sealing, prior damage, or inherent defects that may not be visible prior to cleaning. The Client accepts that standard cleaning processes may reveal, expose, or make apparent such pre-existing conditions, and the Business shall not be liable for issues arising from pre-existing material weakness or deterioration.

6.7 Nothing in these Terms excludes rights under the Australian Consumer Law.

7. Health & Safety

7.1 Clients must provide a safe working environment.

The business reserves the right to refuse or cease work where conditions are unsafe, including but not limited to:

  • Aggressive animals

  • Pest infestations

  • Biohazards

  • Drug paraphernalia

  • Excessive clutter

  • Structural hazards

Where service cannot proceed due to safety risks, cancellation fees may apply.

7.2 The business reserves the right to refuse or suspend services where there is reasonable risk of exposure to infectious illness or contamination, including but not limited to:

  • COVID-19 or respiratory illness

  • Gastrointestinal illness

  • Bloodborne pathogens

  • Bedbugs, fleas, or parasitic infestations

Where such risks are identified upon arrival, the service may be cancelled and applicable fees charged.

7.3 Services may be refused or ceased where hazardous airborne or environmental contaminants are present, including:

  • Construction dust

  • Chemical vapours

  • Asbestos risk

  • Insulation fibres

  • Mould infestations beyond general cleaning scope

Specialist remediation services may be required prior to cleaning.

8. Chemicals & Client Preferences

8.1 The business supplies professional-grade cleaning products.

Where client-supplied products are requested:

  • Suitability is not guaranteed

  • The business is not liable for resulting damage

8.2 Clients must disclose:

  • Allergies

  • Sensitivities

  • Surface restrictions

8.3 All preferences will be followed where reasonably practicable.

8.4 Certain surfaces and materials carry inherent risk when cleaned, despite the use of reasonable care and appropriate cleaning methods.

These may include but are not limited to:

  • Natural stone (marble, travertine, limestone)

  • Timber or engineered wood

  • Antique, aged, or oxidised metals

  • Specialty coatings or finishes

The business is not liable for damage resulting from pre-existing surface deterioration, improper sealing, or manufacturer defects.

8.5 The business is not liable when conducted with reasonable care for the disturbance, release, or spread of mould spores resulting from standard cleaning activities, including wiping, scrubbing, dusting, or air movement, where mould is pre-existing. Specialist mould remediation may be required for treatment beyond general cleaning scope.

8.6 The business is not liable for deterioration, discolouration, separation, or damage to grout, silicone, or caulking during cleaning where such materials are aged, brittle, improperly sealed, or affected by mould, mildew, or prior water damage.

8.7 Stain removal is not guaranteed. Results may vary depending on surface type, stain composition, age of staining, prior treatment, and material condition. Permanent staining, etching, or discolouration may remain despite professional cleaning.

9. Satisfaction & Rectification

9.1 Client satisfaction is important.

Any concerns must be reported within 24 hours of service.

The business must be given a reasonable opportunity to rectify concerns before refunds are considered.

Refunds are:

  • Not guaranteed

  • Assessed case-by-case

  • Not provided after rectification has occurred

10. Frequency Discounts

10.1 Discounted pricing applies to recurring services:

  • Weekly

  • Fortnightly

  • Monthly

10.2 Where services are skipped, cancelled, or rescheduled beyond agreed frequency:

  • Discounts may be revoked

  • Pricing may revert to casual rates

11. Insurance

11.1 The business maintains Public Liability Insurance appropriate to the services provided.

Proof of insurance can be provided upon reasonable request.

Clients are responsible for maintaining their own property and contents insurance.

11.2 Where keys, fobs, or security devices are entrusted to the business, all reasonable care will be taken to ensure their safekeeping. Liability for lost keys or devices is limited to the reasonable cost of key replacement only and does not extend to full property re-keying, security upgrades, or consequential loss.

12. Force Majeure

12.1 The business is not liable for failure to perform services due to events beyond reasonable control, including:

  • Illness

  • Vehicle breakdown

  • Extreme weather

  • Natural disasters

  • Government restrictions

Services will be rescheduled where possible.

12.2 For the avoidance of doubt, force majeure events include operational disruptions such as critical equipment failure or breakdown that prevents safe or effective completion of services. Where this occurs, services may be rescheduled without penalty.

13. Privacy

13.1 All client information is handled in accordance with the business Privacy Policy and the Privacy Act 1988 (Cth).

Information is used solely for service delivery, communication, and record keeping.

14. Photography

14.1 The business may take photographs for:

  • Quality assurance

  • Damage reporting

  • Service documentation

Photographs will not include people and will not be used for marketing without consent.

15. Surveillance & Recording

15.1 Clients may utilise residential security systems for property protection purposes. However, covert surveillance, recording, or distribution of footage involving workers for disciplinary, commercial, or public purposes must not be used for harassment, public distribution, or misleading representation.

15.2 Any footage obtained must be handled in accordance with applicable privacy laws and may not be used misleadingly in disputes or public forums.

16. Right to Refuse Service

16.1 The business reserves the right to refuse or discontinue service where conditions are unsafe, unsanitary, or outside scope.

Fees may apply where refusal occurs upon arrival.

17. Governing Law

17.1 These Terms are governed by the laws of Victoria, Australia.

18. Entire Agreement

18.1 These Terms constitute the entire agreement and override prior discussions or representations.

19. Acceptance

19.1 By confirming a booking, the client acknowledges they have read, understood, and agree to these Terms & Conditions. These Terms apply to all services unless otherwise agreed in writing.