Terms & Conditions
1. Acceptance of these terms
A client accepts these Terms & Conditions when they accept a quote, sign a service agreement, confirm a booking in writing, make a payment, or allow a scheduled service to begin. Any written quote, service schedule or signed agreement forms part of the arrangement with these terms.
2. Quotes and scope of work
Quotes are based on the information available at the time, including the size, condition, access, frequency and requested scope. Unless stated otherwise, a quote covers only the tasks specifically described. If the site, condition or requested work is materially different from what was disclosed, we will discuss the difference before carrying out additional chargeable work.
Recurring services may be priced per visit, per week or per month.
One-off and deep cleans may be priced by fixed quote, estimated labour or agreed hourly rate.
Specialist work such as high-access windows, pressure washing, carpet cleaning, biohazard work or waste removal may require a separate quote or specialist contractor.
3. Pricing, GST and variations
Prices are shown in Australian dollars. GST will be charged where legally applicable and will be identified on the quote or invoice. We will not materially vary an agreed price without first explaining the reason and obtaining approval, except where urgent action is reasonably necessary to protect people or property.
Additional work requested by an authorised client representative may be confirmed by email, text or other written communication.
Changes to service frequency, hours, access conditions or site requirements may result in a revised price.
4. Payment and invoicing
Invoices are due within the payment period stated on the quote, invoice or service agreement. For recurring commercial clients, invoices may be issued weekly, fortnightly or monthly. One-off services may require a deposit or payment on completion, as stated in the quote.
If an invoice is disputed, the client should tell us promptly and identify the amount and reason for the dispute.
Undisputed amounts remain payable by the due date.
If an undisputed invoice remains overdue after written follow-up, we may suspend future services until the account is brought up to date.
Reasonable debt-recovery costs may be sought where permitted by law and actually incurred.
5. Access to the site
The client is responsible for providing safe and timely access at the agreed service time, including keys, access cards, codes, alarm instructions, loading access and required inductions. If we cannot gain access, we will try to contact the nominated person.
If access is not provided within a reasonable period, the visit may be treated as a late cancellation.
Keys, cards and codes supplied to us will be kept reasonably secure and used only for authorised work.
Lost or compromised access devices must be reported promptly by whichever party becomes aware of the issue.
6. Parking and site logistics
Where reasonable parking, loading access or permits are required to perform the service, the client should tell us in advance what is available. Agreed parking, toll or access charges may be added to the invoice if they are not already included in the quote.
7. Cancellations and rescheduling
We understand that plans change. For standard bookings, we ask for at least 24 hours’ notice to cancel or reschedule. For large one-off jobs, specialist work or jobs requiring dedicated staffing, the quote may specify a longer notice period.
Where a late cancellation causes us to lose booked labour or incur non-refundable costs, a reasonable cancellation charge may apply if disclosed before booking.
We may waive or reduce a cancellation charge where we are able to redeploy the team or where the circumstances justify it.
We may reschedule due to staff illness, unsafe conditions, extreme weather, equipment failure or events outside our reasonable control.
8. Recurring services
For recurring clients, we aim to provide consistent service and, where practical, a regular team. We may change personnel because of leave, illness, training, availability or operational requirements. Any replacement worker remains subject to our onboarding, safety and site requirements.
9. Service standard and concerns
We aim to complete the agreed scope with reasonable care and skill. If something has been missed or completed below the agreed standard, please contact us as soon as reasonably possible, preferably within 48 hours, with details and photos where helpful.
Where we agree that work was missed or not completed to the agreed standard, we will use reasonable efforts to rectify the affected area.
A re-clean or other remedy will be assessed having regard to the scope, site condition and applicable consumer law.
Nothing in these terms limits any right or remedy that cannot lawfully be excluded.
10. One-off and deep cleaning
One-off and deep cleaning are quoted based on the disclosed condition and requested scope. Heavy build-up, excessive clutter, construction residue, mould, adhesive, paint, bodily fluids, pest contamination or other conditions outside a normal deep clean may require extra time, specialist products, a revised quote or refusal of the affected task for safety reasons.
11. Standard exclusions
Unless specifically included in writing, our standard service does not include specialist hazardous waste removal, pest control, mould remediation, asbestos-related work, major rubbish removal, moving heavy furniture, repairs, restoration, removal of paint/adhesive/cement, cleaning inside sealed glass units, or work requiring specialist height-access systems.
We will not knowingly perform work that we reasonably believe is unsafe or outside our training, equipment or insurance.
If an excluded task is requested, we may offer a separate quote or recommend a suitable specialist.
12. Window cleaning
Window cleaning is limited to areas that can be accessed safely using the method and equipment agreed for the job. Weather, wind, access obstructions, fragile surfaces and working-at-height requirements may affect whether exterior windows can be completed on the scheduled day.
Paint, silicone, cement, adhesive, hard-water restoration and specialist stain removal are not included unless specifically quoted.
High-access or multi-storey work may require specialist equipment, additional controls or a specialist subcontractor.
13. Health, safety and client disclosure
We maintain occupational health and safety procedures for our work. The client must tell us about known site hazards and any special requirements that may affect the service, including infection-control requirements, hazardous substances, sharps, aggressive behaviour, restricted areas, security risks, construction work or unsafe equipment.
Our workers may stop or refuse a task if they reasonably consider it unsafe.
Required PPE and safe work procedures will be used where appropriate.
For healthcare and community sites, site-specific infection-control and screening requirements should be provided before commencement.
14. Pets and animals
For residential or animal-accessible sites, clients must advise us of animals that may be present and keep them safely away from the cleaning area where reasonably necessary. We are not responsible for an animal escaping where the client has not taken reasonable steps to secure it or has not disclosed its presence.
15. Client property, valuables and fragile items
Clients should secure cash, jewellery, confidential records, medicines, collectibles, fragile items and unusually valuable property before the service. If an item requires special handling, the client should tell us before work begins.
16. Damage and incident reporting
We take reasonable care at every site. If a client believes our work caused damage, they should notify us promptly, preferably within 2 business days, and provide enough information for us to investigate. We may inspect the item or area and may request photographs, purchase information or repair quotes where reasonably necessary.
We are not responsible for pre-existing damage, ordinary wear and tear, hidden defects, unstable or deteriorated surfaces, or damage caused by products or equipment supplied by the client where we have not approved their use.
Where our negligence causes direct loss or damage, we will work with the client on an appropriate remedy, subject to applicable law and insurance.
Nothing in this clause excludes liability that cannot legally be excluded.
17. Photos and service records
Where reasonably required for quality control, quoting, incident reporting or proof of completion, we may take limited photos of the work area. We will avoid intentionally capturing people, confidential records or sensitive information. Photos will not be used for marketing without separate permission.
18. Confidentiality and privacy at client sites
Our workers must respect client confidentiality and must not intentionally access, copy, photograph or disclose private or confidential information that is unrelated to the cleaning service. Clients should secure highly sensitive records and devices where practical.
19. Subcontractors and specialist providers
We may use suitably qualified subcontractors for specialist work where appropriate. We remain responsible for the services we contract to provide, subject to the terms of any disclosed specialist arrangement.
20. Delays and events outside reasonable control
Neither party is responsible for delay or failure caused by events outside its reasonable control, including severe weather, emergencies, site closure, utility failure, government restrictions or unexpected access problems. We will communicate as soon as reasonably practicable and arrange an alternative where possible.
21. Consumer guarantees and unfair contract terms
These terms are intended to operate consistently with the Australian Consumer Law and other applicable laws. Nothing in them excludes, restricts or modifies a consumer guarantee, statutory right or remedy where the law says it cannot be excluded. Where these terms are used as a standard form contract with a consumer or small business, they are not intended to create a significant imbalance or permit MELB Cleaning & Services to exercise a right unreasonably.
22. Website use
Information on our website is provided for general information and to help clients understand our services. Website prices described as ‘from’ or ‘starting at’ are indicative only unless confirmed in a written quote. Availability, scope and final pricing depend on the particular site and service.
Website content, branding, photographs, graphics and original written material owned by us may not be reproduced for commercial use without permission.
External links are provided for convenience. We are not responsible for third-party websites or services.
We may update website content and these terms from time to time. Updated terms will apply to future bookings and renewals after publication or notice, not retrospectively to completed services.
23. Ending recurring services
Either party may end an ongoing cleaning arrangement in accordance with the notice period stated in the service agreement or quote. If no notice period is stated, we ask for reasonable written notice having regard to the staffing and frequency of the service. Either party may end the arrangement sooner where there is a serious breach, unlawful conduct, repeated non-payment, or a significant safety risk.
24. Complaints and disputes
If there is a concern, we ask that the client contact us first so we can investigate and try to resolve it. If a dispute cannot be resolved through direct discussion, the parties may agree to mediation or another suitable dispute-resolution process before commencing court proceedings, except where urgent relief is required.
25. Governing law
These Terms & Conditions are governed by the laws of Victoria, Australia. Any mandatory rights under Commonwealth or State law continue to apply.
26. Contact
Questions about these Terms & Conditions or a service can be sent to MELB Cleaning & Services at info@melbcleaningservices.com or by using the contact details published on our website.
MELB Cleaning & Services | ABN 20 189 066 394 | info@melbcleaningservices.com