CLEANING SERVICE IN MELBOURNE

1. PURPOSE AND SCOPE

Our aim is to deliver high-quality, reliable, and professional cleaning services while fostering long-term client relationships. These Terms clarify the scope of our work, mutual expectations, and responsibilities to ensure a smooth and transparent experience.

2. SERVICES

We offer a wide range of cleaning services, including (but not limited to):

• Residential and commercial general cleaning
• Deep cleaning
• End-of-lease cleaning
• Common areas and strata
• Post-construction cleans
• Airbnb turnovers and event support

Each service is carried out according to a defined checklist. Additional requests must be submitted via email or online at least 24 hours prior to service.

3. BOOKING & SCHEDULING

All bookings must be confirmed via email, phone, or our booking platform.

Minimum 24 hours’ notice is required for cancellations or rescheduling.

Regular clients are assigned recurring slots subject to availability.

Late changes may incur a fee as outlined in Section 5.

4. PROPERTY ACCESS

You must ensure we have access at the agreed time.

If we are unable to access the property and cannot contact you within 15 minutes, the appointment will be considered cancelled and a fee may apply.

Please provide access codes, key locations, or disarm alarms in advance to avoid delays.

5. CANCELLATIONS & NO-SHOWS

Cancellations within 24 hours will incur a 50% service fee.

Same-day cancellations or failure to provide access will incur a 100% service fee.

Exceptions may apply in cases of genuine emergency, at our discretion.

6. FEES & PAYMENT

Services are charged by the professional hour (e.g., 2 cleaners for 1 hour = 2 hours billed).

Payment is due on or before the day of service unless agreed otherwise.

Accepted payment methods: bank transfer, credit/debit card (may incur processing fee), or cash.

Quotes are based on the number of bedrooms and bathrooms, and historical averages for properties of similar size. However, actual job duration may vary depending on the condition of the property.

If the job exceeds the estimated time due to property condition, additional time will be charged hourly.

We refer to this as our “Fair Go Policy”, ensuring fairness for both clients and our team.

7. PRICING ADJUSTMENTS

We reserve the right to adjust rates with 14 days’ written notice.

Final charges may be adjusted post-service where additional time or scope is required, with prior client notification where possible.

8. EQUIPMENT & MATERIALS

We provide all cleaning supplies and equipment. If you prefer we use your products, please inform us in writing.

For OH&S compliance, residential clients may be asked to provide their own vacuum cleaner. If we supply one, it is for use by our team only. Any damage caused by unauthorised use will be charged to the client.

9. OUR TEAM & PROFESSIONAL STANDARDS

All team members are trained, police-checked, and covered by insurance.

While we strive to assign the same cleaner regularly, illness, leave, or availability may require replacements.

Your flexibility and understanding in such cases are greatly appreciated.

We are proud of our team’s dedication, and their wellbeing is key to maintaining consistent, high-quality service.

10. INSURANCE & LIABILITY

We hold public liability insurance. A certificate of currency is available upon request.

We are not responsible for:

• Pre-existing damage
• Fragile or loose fixtures
• Damage caused by unsafe environments or withheld information
• Any damage claims must be submitted in writing within 24 hours of the service.

11. SATISFACTION GUARANTEE & COMPLAINTS

If you are not satisfied, please contact us within 24 hours of service.

We will return to rectify any reasonable issues at no extra cost.

Complaints made after this period may not be eligible for remediation.

12. PRIVACY & CONFIDENTIALITY

We treat all client information, property access, and contact details with strict confidentiality.

No data is shared with third parties without written consent.

Keys and access codes are handled securely and respectfully.

13. COMMUNITY COMMITMENT – HAPPY PARENT IS THE NEW BLACK

Every month, we offer a free 3-hour cleaning service to one parent in need, supporting families navigating challenging times such as divorce, single parenting, or hardship.

Nominations and recipients remain 100% confidential.

This initiative cannot be exchanged for a paid service or applied to an existing booking.

14. TERMINATION OF SERVICES

Either party may terminate ongoing services with 7 days’ written notice. Services may be paused or terminated without notice in the case of non-payment, unsafe conditions, or abuse of staff.

15. ACCEPTANCE

Your engagement of The New Black Cleaning signifies your acceptance of these Terms. These Terms apply to all current and future services unless amended in writing.

LET’S WORK TOGETHER

We’re committed to excellence, transparency, and community impact. If you have any questions or would like to discuss a custom service plan, we’re here to support you.