1. ACCEPTANCE OF TERMS
By booking any service with South East Cleaners, you (“the Client”) agree to be bound by these Terms and Conditions in full. These terms apply to all services rendered by South East Cleaners, including but not limited to End of Lease Cleaning, Carpet Cleaning, Window Cleaning, School & NDIS Cleaning, Driveway Cleaning, Builder Cleaning, Commercial Cleaning, and Pressure Washing.
If you do not agree to these terms, please do not proceed with your booking.
2. BOOKINGS & CONFIRMATION
2.1 All bookings must be confirmed in writing via email or text message before the service date.
2.2 South East Cleaners reserves the right to decline or cancel any booking at its discretion.
2.3 Any changes to the booking (date, time, property access, scope of work) must be communicated at least 24 hours in advance.
2.4 A booking is only confirmed once the Client receives a written confirmation from South East Cleaners.
3. CLIENT RESPONSIBILITIES — PROPERTY ACCESS & UTILITIES
3.1 The Client is fully responsible for ensuring that the property is accessible and ready for cleaning at the agreed date and time.
3.2 Electricity & Power Supply — Client Obligation: The Client must ensure that electricity (power supply) is fully functional and available at the property at the time of the scheduled cleaning. South East Cleaners uses professional cleaning machines and equipment that require a working power supply to complete the service.
3.3 Failed Visit Due to No Power / Electricity: If our cleaning team arrives at the property and is unable to carry out the cleaning due to the absence of electricity or any other utility (water, access, etc.) that is within the Client’s control — the visit will be treated as a failed visit at no fault of South East Cleaners.
- South East Cleaners will not charge for the failed visit.
- However, the Client is solely responsible for rescheduling the appointment.
- Any rescheduled booking will be subject to team availability and may attract a new booking date based on our schedule.
- South East Cleaners accepts no liability for any losses, delays, or damages arising from a failed visit caused by the Client’s failure to ensure power or property access.
3.4 In the event of repeated failed visits due to the same reason (e.g., recurring power issues), South East Cleaners reserves the right to cancel the booking without any obligation to reschedule at the same quoted price.
3.5 The Client must ensure all personal belongings, fragile items, and valuables are secured or removed from the cleaning area prior to the team’s arrival. South East Cleaners accepts no liability for any items left in the cleaning area.
4. PRICING & PAYMENT
4.1 All prices quoted are in Australian Dollars (AUD) and are based on the information provided by the Client at the time of booking.
4.2 Quotes are estimates only. The final price may vary if the actual condition of the property differs significantly from what was described at the time of booking.
4.3 South East Cleaners reserves the right to revise the quote upon inspection of the property before or during the clean.
4.4 Full payment is due upon completion of the service unless a separate written agreement has been made.
4.5 Late payments may attract a follow-up fee. South East Cleaners reserves the right to pursue outstanding payments through appropriate legal or debt collection channels.
5. SATISFACTION GUARANTEE & RE-CLEAN POLICY
5.1 South East Cleaners takes pride in the quality of its work. If the Client is not satisfied with the outcome, a re-clean of the disputed area(s) may be arranged, subject to the conditions below.
5.2 Re-Clean Window — 3 Days Only: All re-clean requests must be raised within 3 calendar days (72 hours) of the original service completion date. Any complaints or re-clean requests raised after this period will not be accepted and South East Cleaners will have no obligation to return or remedy the issue.
5.3 Re-clean requests must be submitted in writing to info@southeastcleaners.com.au with:
- The original booking date and address
- A clear description of the concern
- Supporting photos where applicable
5.4 South East Cleaners will assess the re-clean request and, if deemed valid, will schedule a re-clean at the next available time. The re-clean will cover only the specific areas raised in the original complaint — not a full re-clean of the property.
5.5 Re-clean requests will not be accepted in the following circumstances:
- The property has been used, occupied, or accessed by tradespeople, movers, or other parties after the original clean
- The concern relates to areas not included in the original scope of work
- The complaint is raised after 3 calendar days from service completion
- The property conditions at the time of the original clean (e.g., heavy staining, pre-existing damage) made a complete result impossible and this was communicated at the time of service
6. REFUND POLICY
6.1 South East Cleaners does not offer monetary refunds for completed services.
6.2 If a genuine issue is identified and a valid re-clean request is submitted within the 3-day window (as per Clause 5), a complimentary re-clean of the affected area(s) will be offered as the sole remedy.
6.3 No refunds will be issued under any circumstances once the service has been performed, including but not limited to:
- Change of mind
- Dissatisfaction raised after 3 calendar days
- Issues caused by pre-existing property conditions
- Failed real estate inspections (for end of lease cleans — see Clause 7)
7. END OF LEASE CLEANING — SPECIFIC CONDITIONS
7.1 South East Cleaners provides end of lease cleaning to a professional standard. However, we do not guarantee the return of the Client’s bond or rental deposit.
7.2 The outcome of a real estate or property manager inspection is at the sole discretion of the agent or landlord and is beyond South East Cleaners’ control.
7.3 If a re-inspection is required, the Client must notify South East Cleaners within 3 calendar days of the original service. Any re-clean arranged will cover only the areas flagged by the property manager/agent.
7.4 South East Cleaners accepts no liability for items listed by the property manager that fall outside the scope of the original agreed service.
8. CARPET CLEANING — SPECIFIC CONDITIONS
8.1 Results for carpet cleaning are dependent on the age, condition, fabric type, and level of soiling of the carpet. South East Cleaners does not guarantee complete removal of all stains, particularly those that are old, set-in, or caused by chemicals, bleach, or pet urine.
8.2 Carpets will require drying time after cleaning. The Client must allow adequate ventilation and avoid heavy foot traffic on cleaned carpets until fully dry.
9. STUBBORN & DIFFICULT STAINS — LIMITATIONS OF SERVICE
9.1 Certain stains by nature are extremely difficult or impossible to fully remove in a single cleaning treatment. These include but are not limited to:
- Old or set-in stains (food, grease, coffee, wine)
- Pet urine, faeces, or vomit stains
- Bleach or chemical damage marks
- Ink, paint, or dye stains
- Rust or mineral deposits
- Mould deeply embedded in surfaces
- Oil-based stains on driveways or hard surfaces
9.2 South East Cleaners will always make every reasonable effort to achieve the best possible result for the Client. However, we do not guarantee the complete removal of stubborn or difficult stains, and the final outcome is subject to the age, type, and severity of the stain, as well as the surface material.
9.3 Client Notification at Time of Service: Where our team identifies a stain or area that is unlikely to be fully removed during the cleaning session, the Client (or their representative) will be informed on-site at the time of cleaning. This notification serves as acknowledgment that the limitation is due to the nature of the stain — not a deficiency in our service.
9.4 South East Cleaners accepts no liability or responsibility for stains that cannot be fully removed, provided the Client has been notified as per Clause 9.3.
9.5 A re-clean request raised solely on the basis of an incompletely removed stain — where the Client was already notified at the time of service — will not be considered a valid re-clean claim.
10. CANCELLATION POLICY
10.1 Cancellations must be made at least 24 hours before the scheduled service time.
10.2 Cancellations made with less than 24 hours’ notice may attract a cancellation fee of up to $80 AUD to cover travel, labour, and scheduling costs.
10.3 Same-day cancellations or no-shows will attract the full cancellation fee.
11. LIABILITY & LIMITATIONS
11.1 South East Cleaners’ liability is limited to the value of the service provided. We accept no responsibility for any indirect, consequential, or special damages.
11.2 South East Cleaners is not responsible for any pre-existing damage, wear and tear, or conditions that were present before the clean.
11.3 In the unlikely event that our team causes damage to property, the Client must notify us in writing within 24 hours of service completion. Claims raised after this period will not be considered.
12. PRIVACY
12.1 South East Cleaners collects and uses Client information (name, address, contact details) solely for the purpose of providing our services. We do not share your information with third parties for marketing purposes.
13. GOVERNING LAW
13.1 These Terms and Conditions are governed by the laws of Victoria, Australia. Any disputes arising from these terms shall be subject to the jurisdiction of the courts of Victoria.
14. CONTACT
For any questions, re-clean requests, or concerns, please contact:
South East Cleaners Melbourne, Victoria, Australia 📧 info@southeastcleaners.com.au
By proceeding with a booking, the Client confirms they have read, understood, and agreed to these Terms and Conditions.