TERMS AND CONDITIONS

CLEANIFY BOND CLEANING SPECIALIST

Service Terms & Conditions

Effective April 2025 | Brisbane & Sydney, Australia

Please read carefully before booking. Proceeding with a booking confirms full agreement to all terms below.

⚠ STRICTLY NO REFUNDS POLICY: Once our team has attended the property and service has commenced or been completed, no refund will be issued under any circumstances. Our only remedy is a re-clean. By booking, you accept this policy in full.

1. Strict No Refund Policy

Cleanify Bond Cleaning Specialist operates a strictly no-refund policy. This applies in all circumstances once a booking has been confirmed or service has commenced.

No refund will be issued for change of mind, dissatisfaction with results limited by property condition, or any reason once the service has commenced.
No refund will be issued once our cleaners have vacated the property, regardless of the outcome of a real estate inspection.
No refund will be issued where the customer fails to notify us of issues within the 72-hour window.
No refund will be issued where the property was not left in the condition described at time of booking.
No refund will be issued where exclusions listed in these terms apply — including permanent stains, pre-existing damage, or unapproved add-ons.

We comply with the Australian Consumer Law. Where a non-excludable consumer guarantee applies, our maximum liability is limited to either resupplying the service or paying the cost of having the service supplied again — not a monetary refund. Our sole remedy to any cleaning dispute is a re-clean of the specific area in question. By booking with Cleanify, you acknowledge and agree to this.

2. Bond Return Guarantee — Scope & Limitations

Our bond clean is performed to a standard expected by property managers under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld). We do not guarantee bond return.

⚠ A bond clean guarantee covers cleaning only — not pre-existing damage, not repainting, not repairs, and not steam cleaning unless separately booked. Cleanify cannot and does not guarantee bond return where the property has damage, maintenance issues, or pre-existing conditions unrelated to cleaning.

Re-clean guarantee: If a cleaning issue falls within our scope and is reported in writing within 72 hours of the final inspection, we will return to re-clean that specific area at no charge.
Re-clean scope is strictly limited to the real estate agent's official inspection checklist or written property manager report only. We will not action additional cleaning requests added by the tenant at the time of re-attend. If it was not flagged by the agent or property manager in writing, it will not be addressed during our return visit.
The guarantee is void if the property is re-occupied, accessed by other trades, or left unlocked/unattended between our service and the inspection.
The guarantee is void if another cleaning company or individual enters the property after our clean.
The guarantee is void if the issue raised is damage, wear and tear, or any item listed as an exclusion in these terms.
The guarantee applies only to services confirmed and paid for at booking. If carpet steam cleaning was not booked, carpets are excluded.
Cleanify accepts no responsibility for bonds withheld by real estate agents, or for rent charges or financial losses due to failed inspections.
The guarantee may only be invoked by the person who made the booking.
The guarantee will be honoured a maximum of two re-attend visits per clean.
All items requiring rectification must be listed in the first written notification. No additional items may be added at a subsequent re-attend.

3. Limitation of Liability

To the maximum extent permitted by law, Cleanify's total liability for any claim arising from our services is strictly limited to the total amount paid for the specific service in dispute.

Cleanify is not liable for pre-existing damage, structural issues, permanent staining, paint damage, rust, corrosion, mould embedded in building materials, or any condition present before our team attended.
Cleanify is not liable for items that cannot be cleaned due to their condition — including etched glass, scratched surfaces, stained grout, or discoloured fixtures.
Cleanify is not liable for bond loss, financial loss, relocation costs, additional rent, legal fees, or any consequential, indirect, or special damages of any kind.
Cleanify is not responsible for any incident classified as an Act of God — including flood, storm, fire, earthquake, or cyclone.
Cleanify is not liable for damage to items already in poor condition that cannot withstand standard cleaning methods (e.g. ageing tap fittings, fragile surfaces, loose fixtures).

⚠ If an item is already in poor condition and is damaged during our cleaning process, Cleanify accepts no liability. We clean using industry-standard methods and are not responsible for items that cannot withstand standard cleaning.

4. No Guarantee on Results — Permanent Stains & Damage

Cleanify provides professional cleaning to the highest achievable standard given the condition of the property. We do not guarantee specific outcomes where results are limited by the physical condition of surfaces.

Permanent stains, scuffs through the paint layer, etched glass, heavy limescale, embedded mould, and deep discolouration cannot be reversed by cleaning alone.
Results vary based on the age, condition, and quality of surfaces. Older or heavily worn properties may produce different outcomes to newer ones.
We make no representation that the property will pass a real estate inspection. Inspection outcomes depend on the overall condition of the property, not cleaning alone.
We provide no guarantee on carpet stain outcomes even when steam cleaning is booked.

5. Quotes, Pricing & On-Site Variations

All quotes provided by Cleanify are estimates only, based on information provided by the customer and the assumed condition of an average property.

Quotes are subject to change if the property is larger, has more rooms, or is in worse condition than described at time of booking.
If the property condition is significantly worse than described (heavy soiling, hoarding, pest infestation, excessive mould), we reserve the right to revise the quote on-site or decline service entirely.
Revised pricing will be discussed before additional work commences. If declined, only the originally quoted scope will be completed.
All add-on services must be confirmed in writing at time of booking. Add-ons requested on the day are subject to availability and may not be accommodated.

6. Wall Cleaning — Spot Cleaning vs Full Wall Wash

Standard service (included in all packages): Spot cleaning of walls — removal of visible marks, scuffs, and light stains in specific areas only. Full wall surfaces are not scrubbed top-to-bottom as part of standard pricing.

Spot cleaning covers: light fingerprints, small smudges, and minor scuffs in isolated areas.
Spot cleaning does not cover: crayon, marker, pen, grease splatter, mould staining, water damage, large areas of discolouration, peeling paint, or years of built-up grime.
Full Wall Wash add-on ($160): Top-to-bottom washing of all wall surfaces. This does not guarantee removal of permanent stains or damage requiring repainting.

⚠ Cleanify is not responsible for marks that cannot be removed without damaging the paint surface. Permanent staining may require professional repainting — this is outside our scope entirely.

7. Carpets & Flooring

Bond cleaning does not include carpet steam cleaning. Our service includes vacuuming of all carpeted areas only. Steam cleaning is a separate add-on.

Pre-existing carpet stains, pet urine, and embedded odours are not covered under any package.
Hard floors: we mop and clean hard floor surfaces. Scratches, scuff marks, or pre-existing damage cannot be removed by cleaning.
If your property manager requires steam cleaning for bond return, this must be booked separately — ideally completed before our clean for best results.

8. Kitchen — Oven, Rangehood & Appliances

Oven cleaning is included in all standard bond clean packages (interior, racks, and glass door). Heavy carbon build-up from excessive use may incur additional charges, discussed on-site before proceeding.

Rangehood: exterior and accessible filter cleaned. Grease-clogged filters requiring soaking or replacement are additional.
Appliances (dishwasher, washing machine, dryer, fridge) are cleaned internally only if specifically confirmed at booking.
Rust on oven trays, stovetop burners, or sink basins cannot be removed by cleaning products. Pre-existing rust is excluded from all packages.

9. Bathrooms & Toilets

Included: toilet, basin, shower screen, tiles, bath, taps, mirrors, and accessible exhaust fans.

Surface mould on tiles and grout will be treated. Deep or embedded mould in silicone or grout cannot be fully removed by cleaning and may require re-grouting by a tradesperson.
Heavy limescale and calcium build-up will be treated. Permanently etched glass or chrome cannot be reversed by cleaning products.
Cloudy or permanently etched shower screens cannot be restored to a new condition. We clean to the best achievable standard for the existing condition of the glass.

10. Windows & Tracks

Internal window cleaning (sills, ledges, interior glass) is included in all packages.

External window cleaning is not included unless confirmed at booking. Upper-storey external cleaning requires additional equipment and separate pricing.
All accessible window tracks and frames are cleaned. Paint-sealed or corroded tracks that cannot be opened are excluded.

11. Garage & Patio / Outdoor Areas — Not Included in Standard Package

Garage and patio cleaning are NOT included in any standard bond clean package. These must be requested and confirmed in writing at time of booking.

Garage ($49): Sweep and wipe accessible surfaces. Oil stains on concrete cannot be removed and are excluded regardless of the service booked.
Patio / Balcony ($40): Sweep and wipe accessible surfaces and railings. High-pressure washing is not included unless quoted in writing.
Garden areas are not included under any package.

⚠ If garage or patio has not been confirmed in your booking, our team will not clean these areas on the day. No pricing adjustment will be made on-site.

12. Property Condition & Access

The property must be fully vacant — all personal belongings removed before we arrive. We cannot clean around furniture or boxes.
Active power and water must be connected on the day. If utilities are disconnected, we may be unable to complete the service and a rebooking fee will apply.
Pre-existing damage (holes in walls, broken fixtures, stained ceilings, wear and tear) is not our responsibility. We clean — we do not repair.
If property condition is significantly worse than described, we reserve the right to revise the quote or decline service without refund of any deposit.
The property must be safe and in a liveable condition for our team — including functioning electrical outlets and running hot water. If these conditions are not met, we may cease service with no refund.

13. Payment & Cancellations

Payment is due on the day of service unless a prior written arrangement has been made.

Cancellations 5+ days before booking: $50 admin fee deducted from any deposit paid.
Cancellations less than 5 days but more than 24 hours before booking: $80 cancellation fee applies.
Cancellations within 24 hours: Jobs under $500 — $150 fee. Jobs over $500 — $250 fee.
Lockout fee: If our team cannot access the property at the agreed time without prior notice, an $80 lockout fee applies.
Return visit fee: If we arrive and the property is not ready (belongings present, utilities off, property not vacant), a return visit fee applies.

⚠ Cancellation fees are non-negotiable and non-refundable. They cover lost scheduling, travel, and labour costs.

14. Third Party Services & Contractors

Where Cleanify arranges or recommends third-party contractors (carpet cleaners, pest controllers, etc.), Cleanify accepts no liability for the quality or outcomes of those services. Any warranty rests with the contractor who provided the service.

15. Behaviour & Right to Refuse Service

Cleanify does not tolerate threatening, abusive, discriminatory, or aggressive behaviour toward our team — verbal, written, or physical.

We reserve the right to terminate any service immediately and without refund where behaviour is deemed unsafe or abusive.
We will take necessary action, including legal action, against any person involved in threatening or abusive conduct.
We reserve the right to refuse or cancel service at any time if we deem the property unsafe, unsanitary, or dangerous for our staff.

16. Photos & Documentation

Cleanify may take before and after photos of the property for quality assurance and dispute management. By booking our service, you consent to photos being taken of the property interior and exterior for these purposes. Photos will not be shared publicly or used for marketing without your explicit written consent.

17. Disputes

All disputes must be submitted in writing via email within 72 hours of the inspection. Verbal complaints will not be accepted as formal dispute notifications.

Cleanify will acknowledge all written disputes within 2 business days.
Our first and only remedy is a re-clean of the specific disputed area. Monetary compensation or refunds will not be offered.
If a customer arranges a third party to re-clean before Cleanify has been given the opportunity to attend, the guarantee is immediately void and no claim will be considered.
Cleanify reserves the right to inspect the property before authorising a re-clean to assess the legitimacy of the claim.

18. Optional Add-On Services & Pricing

All add-ons must be booked and confirmed in writing before the service date.

ServicePrice

Full wall wash per room (all surfaces, top to bottom)$160

Garage clean (sweep + surfaces, oil stains excluded)$49

Patio / balcony clean$40

External window cleaning (ground floor)POA

Carpet steam cleaning (per room)$55

Fridge internal clean$40

Dishwasher / washing machine internal$30 each

BOOKING CONFIRMATION = FULL AGREEMENT TO ALL TERMS ABOVE

By proceeding with a booking, you confirm you have read, understood, and agreed to every clause in this document — including the strict no-refund policy. If you are unsure about anything, please contact us before booking. We are happy to clarify what is and is not included in your service.

Cleanify Bond Cleaning Specialist | Brisbane & Sydney, Australia