Terms of Service
1. About these terms
These terms apply to all vacate and bond cleaning services provided by Perth Bond Cleaning (“we”, “us”, “our”) to you (“you”, “the client”).
By accepting our quote, paying our invoice, or allowing us access to the property, you agree to these terms. They should be read together with our Bond Cleaning Checklist and Important Note, which form part of your quote and set out exactly what is included in the service.
If anything in these terms is unclear, please ask before booking.
2. Quotes and pricing
2.1 Quotes are based on the information you give us about the property — number of bedrooms and bathrooms, property type, and condition. If the property differs materially from what was described, we may need to revise the price or reschedule the job.
2.2 Our quote covers the items listed on our Bond Cleaning Checklist for the property described. Nothing else is included.
2.3 Quotes are valid for 30 days.
2.4 Our quote assumes the property is in a reasonable condition for a standard vacate clean. Properties with excessive soiling, heavy grease build-up, mould, pet hair, rubbish or damage may require additional time, which we will quote before proceeding.
3. Your lease agreement
3.1 Every real estate agency and property manager has different requirements of their tenants. We encourage you to review your lease agreement for any special cleaning requirements.
3.2 Please advise us of any such requirements before your service so we can include them in the quote. Requirements we are not made aware of before the clean are not included in the service and are not covered by our guarantee.
4. Payment
4.1 Payment is required in advance to confirm your booking. We do not commence work until payment has cleared.
4.2 Any additional work agreed on the day is invoiced separately and is payable on completion of that work.
4.3 Additional work is charged at $55 per cleaner, per hour, charged in 30-minute increments.
5. Access
5.1 You are responsible for arranging access to the property for our team at the agreed time, including keys, fobs, alarm codes, gate codes and parking.
5.2 If our team cannot gain access at the agreed time and we are not notified at least 24 hours beforehand, a call-out fee of $[150] applies and the booking is treated as cancelled.
5.3 If our team is kept waiting on site through no fault of ours, waiting time is charged at our hourly rate.
6. Condition of the property before we start
6.1 The property must be completely empty. All furniture, appliances, personal belongings and rubbish must be removed before we arrive.
6.2 All cupboards, drawers, wardrobes, pantries, fridges and freezers must be completely emptied. We cannot clean the interior of storage that still contains items.
6.3 Power and water must be connected and functioning for the duration of the clean.
6.4 Our cleaners are not permitted to move, handle, relocate or dispose of furniture, appliances, personal belongings or rubbish. We are not insured for the care of your property or possessions.
6.5 If the property is not ready in accordance with this clause when our team arrives, we may:
- clean only the areas that are accessible, and note in writing which areas could not be completed; or
- reschedule the job, in which case the call-out fee in clause 5.2 applies.
Areas that could not be cleaned because the property was not ready are not covered by our guarantee in clause 12.
7. Inspection on arrival
7.1 When our cleaners arrive they will carry out a walk around of the property — with you, if you are present — to review the job against the quote provided.
7.2 If any change is required, such as additional time or additional services, we will contact you immediately and before any work is carried out. No additional work is performed, and no additional charge is incurred, without your agreement.
7.3 Some items can only be assessed once cleaning has begun. Where our team finds that a surface cannot be brought up further by cleaning — for example an oven with heavy carbon build-up, deteriorated grout or silicone, or permanent marks on walls or glass — we will clean it as far as is reasonably achievable, and identify it in the photographs and notes provided to you on completion. Items identified to you in this way are not covered by our guarantee in clause 12.
8. What is included
8.1 The service includes the items set out in our Bond Cleaning Checklist, which is provided with every quote. Our bond clean is an internal clean.
8.2 Where our checklist specifies spot cleaning of walls or interior windows, this means the removal of individual marks. It does not mean washing every wall or cleaning every window surface. Window sills and tracks are cleaned in full. Full wall washing and full window cleaning are available as separate services — see clause 9.
9. Additional services we offer
The following are not part of a standard vacate clean but are available at additional cost. Please ask and we will include them in your quote:
- Full wall washing
- Full window cleaning — interior and exterior, including all glass surfaces
- External areas — balconies, patios and verandahs
- Carpet steam cleaning
Many leases require carpets to be professionally steam cleaned at the end of a tenancy. Please check your lease, as this is not included unless booked.
10. What is not included
10.1 Appliances. We do not clean appliances such as microwaves, fridges, freezers, washing machines or dryers. Ovens, cooktops, rangehoods and dishwashers are included as set out in our checklist.
10.2 External areas. Balconies, patios, verandahs, external windows and outdoor areas are not included in the standard service. Gardens, lawns, gutters, drains and downpipes are not cleaned at all.
10.3 Garage. We vacuum or sweep out the garage and clean lights and power points. Garage wall cleaning, and oil stain removal from garage floors or walls, are not included.
10.4 Also not included:
- Removal of stickers, hooks and adhesive residue
- Baby and child safety latches and locks
- Rubbish bin cleaning and rubbish removal
- Blinds, curtains and window furnishings
- Ceilings
- Flyscreens
- Pest control
- Repairs, maintenance, and replacement of damaged or missing fittings
- Any cleaning that would risk causing damage to the property or its fittings
10.5 Specialist work. The following require a specialist trade and are outside the scope of our service. We are happy to refer you to an appropriate provider:
- Ovens with heavy baked-on carbon build-up. We clean ovens as part of the standard service. Where build-up requires chemical dip tank restoration, a general clean will not remove it.
- Tile and grout cleaning. Our cleaners manually scrub tiled areas as part of a bond clean, but we do not specialise in tile and grout cleaning. Depending on the condition of your tiles or grout, a professional tile and grout clean may be warranted. This is a service separate to a bond clean.
- Damaged, permanently stained or deteriorated grout and silicone in showers, kitchens and bathroom areas. Where grout is permanently discoloured, or mould has penetrated silicone, replacement by a trade is required.
11. What cleaning cannot fix
11.1 The following are matters of property condition, not cleanliness, and are outside the scope of any cleaning service:
- Set-in, permanent or pre-existing stains, including in carpets, grout, benchtops and fixtures
- Chips, scratches, dents, scuff marks and damage to walls, doors, skirtings and surfaces
- Worn, damaged or deteriorated surfaces and finishes
- Fittings, appliances, keys or accessories that are damaged, faulty or missing from the property
- Structural or moisture-related mould
11.2 Nicotine, smoke and cigarette staining. It is generally accepted that such staining will remain even following intensive cleaning. Removal of nicotine and smoke staining is not covered by our rectification guarantee.
11.3 Steam cleaning of carpets removes soiling. It does not guarantee the removal of staining accumulated over the course of a tenancy.
11.4 We will make reasonable efforts to improve the appearance of stained or worn surfaces, but we do not warrant that they can be restored.
11.5 Pet hair. Complete removal of pet hair from carpet is not achievable. Pet hair embeds between carpet fibres and below the level a vacuum can lift, and loop and deep pile carpets hold it particularly tightly. We remove visible and surface hair and substantially reduce embedded hair. Residual or re-surfacing pet hair is not a defect in our service and is not covered by our guarantee. Pet urine, odour and contamination in underlay or subfloor are outside the scope of our service.
12. Our guarantee
12.1 We stand behind our work. If your managing agent or landlord identifies cleaning issues following the final inspection, we will return to the property once, at no charge, to re-clean any item that falls within our Bond Cleaning Checklist.
12.2 To claim under this guarantee:
- the request must be made to us in writing, by email;
- it must be accompanied by a report from the managing agent or landlord that specifically identifies the individual items requiring attention, supported by photographs. General or non-itemised reports do not constitute a valid claim;
- the request must be made within 7 days of the completion of your service; and
- the property must remain vacant and in the same condition as at the completion of our service.
12.3 The guarantee covers only items cleaned as part of your service, as set out in our Bond Cleaning Checklist. Items outside our checklist, services that were not booked, lease requirements we were not advised of under clause 3, and matters described in clauses 10 and 11 are not covered. Where such items are raised, we are happy to return and provide additional support at our usual rates, quoted before any work is carried out.
12.4 Access is required. Our guarantee is conditional on reasonable access being provided to the property for the re-clean. If access is not provided — including where keys have been returned and the managing agent declines re-entry — we are unable to rectify, our obligation under this guarantee is discharged, and no refund or credit is payable.
We recommend advising your managing agent, at the time you return the keys, that your cleaner has offered to return and rectify any issues at no cost, and asking them to contact you before engaging another contractor.
12.5 The guarantee is void where the property has been occupied, used, or cleaned by another party after completion of our service.
12.6 We do not guarantee that your bond will be returned, in whole or in part, and we do not guarantee that our work will meet the standard of any third party. Bond decisions are made by your landlord, managing agent or the Bond Administrator and are outside our control.
13. Remedy and refunds
Our remedy is a re-clean, not a refund. Where there is a problem with our service we will return and re-clean the affected items at no charge, in accordance with clause 12. We do not offer cash refunds, credits or price reductions in place of a re-clean.
13.1 Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where our liability cannot be excluded, it is limited (at our option) to resupplying the service or paying the cost of having the service resupplied.
14. Cancellations and rescheduling
Notice given Charge More than 48 hours Full refund 24–48 hours $[75] cancellation fee Less than 24 hours, or no access on the day $[150] call-out fee We will always try to accommodate a change of date where we can.
15. Photographs
15.1 On completion we provide photographs of the main cleaned areas — kitchen and appliances, bathrooms, bedrooms and living areas — as a record of how the property was left.
15.2 These photographs record the general condition of the cleaned areas at completion. They are not a condition report and are not a comprehensive record of every surface or of any damage present at the property.
15.3 We may use photographs of completed work for marketing purposes. No identifying details or addresses are ever published. Please let us know if you would prefer we did not.
16. Liability and insurance
16.1 We hold public liability insurance. A certificate of currency is available on request.
16.2 We take care in every property we work in. However, we are not liable for:
- damage to items that were already damaged, faulty, worn, loose or deteriorated;
- damage arising from pre-existing defects or poor installation;
- damage to blinds, flyscreens, light fittings, tapware or fixtures that fail during normal cleaning due to age or condition;
- loss or damage to belongings left at the property; or
- any indirect or consequential loss, including loss of bond.
16.3 Any claim for damage must be notified to us in writing within 48 hours of the service.
17. Health and safety
17.1 Our team will not undertake work that presents an unreasonable safety risk, including work at heights beyond safe reach, work in properties with exposed hazards, or work in unsanitary conditions.
17.2 We will advise you immediately if any part of the service cannot be completed safely.
18. Privacy
We collect your personal information only to provide and administer our services. We do not sell or share it with third parties except where required to deliver the service or by law.
19. General
19.1 These terms are governed by the laws of Western Australia.
19.2 We may update these terms from time to time. The version in force is the one provided with your quote.
19.3 If any part of these terms is found to be unenforceable, the remainder continues to apply.
Perth Bond Cleaning · ABN 17 672 132 188
· info@perthbondcleaning.com.au · 0485 812 250