Terms of Service

1. About These Terms

These Terms of Service ("Terms") apply to all services provided by House Cleaning Services Sydney ("we", "us", "our") to customers ("you", "the client"). They apply to all bookings made via our website, phone, email, or any other channel.

We reserve the right to update these Terms at any time. The version published on our website at the time of your booking is the version that applies to your service.

2. Our Services

We provide residential cleaning services in Greater Sydney, including regular cleaning, deep cleaning, and apartment cleaning. The specific scope of each service is described on our website and in your booking confirmation.

All services are subject to availability. We reserve the right to decline a booking at our discretion, including where the property presents health or safety concerns for our team.

3. Booking and Confirmation

• A booking is confirmed when you receive a written confirmation from us via email or SMS.
• You must provide accurate information about your property, including size, access requirements, and any relevant conditions, at the time of booking.
• Providing inaccurate information that results in additional time or effort may result in an additional charge, which will be discussed with you before proceeding.
• We will confirm the cleaner's identity and estimated arrival window before the scheduled visit.

4. Pricing and Payment

• All prices are flat-rate, quoted upfront, and inclusive of GST unless otherwise stated.
• The price you are quoted is the price you pay. There are no hidden fees, hourly overruns, or charges added after the service unless you have requested and agreed to additional work on the day.
• Payment is due upon completion of the service unless a different arrangement has been agreed in writing.
• We accept payment via the methods specified at the time of booking. We do not store payment card details.
• Optional add-ons (such as inside oven cleaning, carpet steam cleaning, or inside fridge cleaning) are priced separately and must be requested at the time of booking or in advance.

5. Cancellations and Rescheduling

• More than 48 hours notice: Cancellations or rescheduling with more than 48 hours notice incur no charge.
• 24–48 hours notice: A cancellation fee of 50% of the quoted service price may apply.
• Less than 24 hours notice or same-day cancellation: A cancellation fee of up to 100% of the quoted service price may apply.
• Lockouts: If our cleaner arrives and is unable to access the property through no fault of ours (locked out, incorrect address provided, access not arranged), the full service fee may be charged.

We understand that circumstances change. If you need to reschedule, please contact us as early as possible and we will do our best to accommodate you at no charge.

6. Access to Your Property

• You are responsible for ensuring our cleaner has safe and lawful access to your property at the agreed time.
• If a key, lockbox code, or building access arrangement is required, this must be confirmed with us before the visit.
• For apartment and high-rise properties, any strata or building requirements (access hours, lift bookings, noise restrictions) must be communicated to us at the time of booking.
• You do not need to be present during the clean. If you are not home, please ensure access is arranged and any relevant instructions are communicated in advance.

7. Our Satisfaction Guarantee

We stand behind every clean we carry out. If you are not satisfied with any aspect of the service:

• Contact us within 24 hours of the completion of the clean.
• We will return to address any missed or unsatisfactory areas at no additional charge.
• The re-clean will be scheduled at the earliest mutually convenient time, typically within 48 hours.

Our guarantee applies to work carried out under our standard checklist. It does not apply to damage caused by pre-existing conditions, items damaged due to inherent fragility not disclosed at booking, or areas not included in the agreed scope of service.

8. Damage and Liability

We carry comprehensive public liability insurance on every job. In the unlikely event that damage occurs during a clean:

• You must notify us within 24 hours of the service being completed.
• We will investigate the claim and respond within 5 business days.
• Claims submitted after 24 hours may not be considered, as it becomes difficult to determine whether damage occurred during the clean.
• We are not liable for damage to items that were not disclosed as fragile or valuable, pre-existing damage, or damage resulting from access to areas we were not informed about.

Our liability is limited to the cost of the cleaning service provided. We are not liable for consequential or indirect losses.

9. Health and Safety

• You must inform us of any health hazards present in the property (e.g. mould, pest infestations, biohazardous materials, asbestos) before the clean.
• We reserve the right to refuse or discontinue a service if our cleaner identifies conditions that present a health or safety risk, without penalty to you for the portion of work not completed.
• Our cleaners use professional-grade, eco-friendly, non-toxic products safe for children, pets, and sensitive surfaces. If you have specific product requirements or allergies, please inform us at booking.

10. Client Conduct

We expect all interactions between our clients and our cleaning team to be respectful and professional. We reserve the right to terminate a booking or ongoing relationship where our team is subjected to harassment, intimidation, or unreasonable behaviour. In such cases, outstanding payment for work completed remains due.

11. Direct Hiring of Our Cleaners

Our cleaners are introduced to clients exclusively through House Cleaning Services Sydney. Directly engaging or soliciting any cleaner introduced through our service, for cleaning or any other work, outside of our company, is prohibited during the term of any active booking and for a period of 12 months after your last booking with us. A finder's fee may apply if this term is breached.

12. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of New South Wales. Nothing in these Terms excludes rights you have under the Australian Consumer Law.

13. Contact Us

For any questions about these Terms, please contact us:

• Email: info@housecleaningservicessydney.com.au
• Phone: 0488 853 249
• Address: 20-40 Meagher St, Chippendale NSW 2008
• Hours: Monday to Sunday, 8:00am – 9:00pm