Lease Legends Cleaning – Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms”) govern all cleaning services (“Services”) provided by Lease Legends Cleaning (“we”, “us”, “our”) to the customer (“you”).

By booking or using our Services, you agree to these Terms.

We may update these Terms at any time, and continued use of our Services constitutes acceptance of the updated version.

2. Bookings

2.1 Booking Process

Bookings may be made online, via phone, or in writing.

A booking is confirmed once you receive a confirmation email or message.

You must provide accurate details about the property (size, condition, number of rooms, required tasks).

Any special requirements (e.g. deep stains, mould, rubbish removal, pet odours) must be disclosed beforehand.

2.2 Minimum Service Time

A minimum booking duration may apply depending on the service type.

2.3 Variations to Bookings

We reserve the right to modify the service price or duration if:

• The property is larger or dirtier than described.
• Additional work is required or requested onsite.
• Hazardous or unsanitary conditions are present.
• Access, parking, or key handling involves additional time or cost.

You will be informed prior to commencement and must approve any changes.

3. Access to the Property

3.1 Customer Responsibilities

You must:

• Ensure cleaners can access the property at the agreed time.
• Provide keys, codes, parking instructions, or key-collection details.
• Ensure electricity and running water are available.
• Remove rubbish, personal items, dishes, clothing, and furniture heavier than 5kg unless agreed otherwise.
• Secure valuables, pets, and children.
• Provide a safe, hazard-free working environment.

3.2 Access Issues

If cleaners cannot access or cannot begin work due to property conditions, missing keys, tradespeople on-site, utilities not working, or the property not being ready, the following may apply:

• Access / Call-Out Fee, or
• Up to 100% of the full service cost (for severe access failures or no-show by customer).

Key pick-up or drop-off fees may apply depending on distance.

4. Cancellations, Reschedules & No-Show Fees

To ensure fairness, proper scheduling, and protection of our team’s time and travel costs, the following policies apply to all bookings.

4.1 Holding Deposit Policy

All holding deposits are 100% non-refundable in cases of change of mind or cancellation.

The holding deposit will be deducted from the final invoice when the service proceeds as scheduled.

4.2 $100 Holding Deposit Conditions

A $100 holding deposit is strictly non-refundable if the booking is cancelled after confirmation or if the property condition is not prepared according to our pre-cleaning checklist, including excessive clutter, heavy furniture, or unprepared areas.

If the client chooses to reschedule instead of cancelling, the booking may be moved to another date with an additional $50 rescheduling fee, applied on top of the original holding deposit.

4.3 Property Preparation & Rescheduling

If the property is not ready for cleaning upon the cleaner’s arrival, an $80 rescheduling fee will apply to cover transportation, staff time, and scheduling costs.

4.4 No Access / No-Show Policy

If our cleaner arrives but cannot access the property due to locked premises, no access provided, incorrect address, or no response from the customer, an access fee ($100 + GST) will apply to compensate for lost time, travel, and scheduling.

4.5 Hoarding & Property Condition

If the condition of the property is found to be beyond the scope of our standard cleaning packages, our team reserves the right to reassess and adjust pricing based on the actual condition.

In cases where the environment is unsafe or significantly differs from the original booking description, we may decline the service.

Additional work can proceed upon client approval of any revised pricing for extra services.

If service is refused due to incorrect job description or extreme property condition, a $100 + GST booking fee will become non-refundable to cover travel time, fuel, and operational costs.

Important Notice

These policies are in place to ensure:

• Fair scheduling for all customers
• Protection of staff time and travel expenses
• Compliance with safety and operational standards

5. Payments

5.1 Payment Terms

Payment is due before starting the service unless otherwise specified.

For some bookings, a pre-authorization or deposit may be taken 24–48 hours before service.

Prices are exclusive of GST unless stated otherwise.

5.2 Failed or Late Payments

If payment fails, you must settle the amount within 24 hours.

Late payments may incur:

• Administrative fees
• Interest charges (up to 10–20% depending on overdue period)
• Collection or legal recovery costs

6. Service Quality, Re-Cleaning & Complaints

6.1 Quality Assurance

We aim to deliver services to professional standards.

6.2 Reporting Issues

General Cleaning

Report issues within 24–48 hours.

End of Lease / Bond Cleaning

Report issues within 72 hours with photos and exit report.

Complaints must include details and supporting evidence.

6.3 Re-Cleaning Policy

A free re-clean will be provided if:

• The issue is part of the booked service scope
• It is reported within the specified timeframe
• Reasonable access is provided

Re-cleans are your sole remedy for unsatisfactory service.

Refunds are not provided once service has been rendered unless we cannot reasonably provide a re-clean.

7. Re-Clean & Bond Back Guarantee Terms

7.1 Re-Clean Entitlement

If the landlord or property manager identifies any cleaning issues within 72 hours (3 business days) of service completion, and those issues relate directly to the services originally booked, Lease Legends Cleaning will provide one (1) complimentary re-clean visit at no additional cost.

To be eligible under this policy:

• The final inspection must be conducted within 3 business days.
• A formal exit/inspection report and/or supporting photos/videos must be provided within this timeframe.
• A formal inspection report from the landlord or property manager, together with supporting photographs, is required before a re-clean can be scheduled.

After 72 Hours (3 Business Days)

Re-clean by our team

A call-out fee of $90 + GST will apply to address items covered under the original service.

Third-party cleaner

You may proceed with a cleaner arranged by your agent; however, Lease Legends Cleaning will not be responsible for or reimburse any third-party costs.

This agreement is strictly between you and Lease Legends Cleaning and does not extend to any third parties, including agents or landlords.

How to Avoid Additional Charges

• Conduct a final walkthrough immediately after cleaning.
• Arrange for your agent or landlord to inspect within 72 hours.
• Inform your agent about the 72-hour re-clean policy.

Important Guidelines

• Do not attempt to clean missed areas yourself and then request a refund.
• Real estate agents cannot charge an additional day of rent solely for rectifying cleaning issues.
• If key return deadlines are tight, leave the areas untouched and allow our team to rectify them.

Re-Clean Scheduling & Responsibility

We will make every effort to schedule and complete the re-clean within your agent’s deadline.

If we cannot meet the deadline, we may:

• Reimburse the invoice if a third-party cleaner is arranged for eligible items.
• Provide a partial refund based on costs incurred.

Re-Clean Options

• Notify cleaners immediately if items are missed while onsite.
• Raise concerns as soon as photos/videos are received.
• Arrive 30–60 minutes before completion if possible.
• Alternatively, wait for the formal inspection report.

If a re-clean is requested before inspection and additional issues are later identified, further attendance will be treated as a new service and charged accordingly.

7.2 Conditions for Bond Back Guarantee

The bond back guarantee only applies if:

• The property is fully vacant.
• Water and electricity are connected.
• All areas are accessible.
• The issue relates directly to booked services.
• Formal inspection reports and photos are provided within 72 hours.
• Full payment has been received.

7.3 Exclusions

The bond back guarantee does not cover:

• Pre-existing damage
• Wear and tear
• Scratches, cracks, peeling paint
• Mould in silicone
• Rust
• Permanent stains
• Carpet damage
• Heavy pet odours
• Walls, ceilings, garage walls, balconies, exterior areas
• Bond disputes unrelated to cleaning
• Dirt occurring after cleaning
• Services not included in the original checklist
• Additional services declined by the customer

7.4 Additional Services

Where further work is required outside the agreed scope, Lease Legends Cleaning will advise the customer and provide an option to proceed at an additional cost.

If declined, future attendance may incur additional labour and service charges.

8. Customer Obligations

You agree to:

• Provide accurate booking information
• Prepare and secure the premises
• Disclose items requiring special care
• Comply with safety requirements
• Refrain from abusing, threatening, or soliciting cleaners for private work

Any misconduct or harassment towards cleaners will lead to immediate termination of service.

Refunds will not be provided.

9. Photos, Evidence & Property Condition

Cleaners may take before-and-after photos for:

• Quality assurance
• Insurance purposes
• Dispute resolution

Damage or loss must be reported within 24–48 hours.

Claims made outside this period may be rejected.

10. Liability

10.1 Limitation of Liability

Our liability is limited to:

• The cost of the service provided, or
• Up to AUD $100 if no payment has been made

We are not responsible for:

• Pre-existing damage
• Normal wear and tear
• Unsecured items
• Indirect losses
• Lost rent
• Lost bond
• Inconvenience
• Fragile or deteriorated fixtures
• Issues arising from poor property conditions or customer instructions

10.2 Insurance

We maintain public liability insurance covering accidental damage caused by our staff.

11. Privacy & Confidentiality

We collect personal information solely for:

• Service delivery
• Communication
• Invoicing

Your data is handled in accordance with Australian Privacy Principles.

12. Termination

We may suspend or terminate services if:

• Payments are overdue
• Access is repeatedly denied
• Health and safety risks exist
• Abuse, fraud, or misconduct occurs

You may cancel ongoing services by giving notice and paying any outstanding fees.

13. Governing Law

These Terms are governed by the laws of New South Wales, Australia.

Disputes will first be addressed through negotiation or mediation before engaging legal proceedings.