Terms & Conditions
Last updated: 2 November 2026
Welcome to AU Cleaning Service. These Terms & Conditions ("Terms") apply to all cleaning services booked through our website (aucleaningservice.com.au) or by any other means. By booking a service with us, you agree to these Terms.
We've written these Terms in plain English so they're easy to understand. If anything is unclear, message us on WhatsApp or SMS at 0468 490 764 or email [email protected] — we're happy to explain.
1. Who we are
AU Cleaning Service ("we", "us", "our") provides residential and commercial cleaning services across Sydney, including end of lease (bond) cleaning, deep cleaning, regular house cleaning, carpet steam cleaning, office cleaning, and Airbnb turnover cleaning.
2. Prices
2.1. The price shown by our online booking tool is based on the details you provide (bedrooms, bathrooms, extras, pets, and other details). Once you complete your booking, that price is your confirmed price.
2.2. We do not change your confirmed price on the day except as set out in clause 2.3. Extras you add after booking are charged at the rates shown in the booking tool.
2.3. If the property's condition or size differs significantly from what was described at booking (for example, additional rooms, excessive dirt or grime, hoarding conditions, mould, or biohazards), we may revise the price or the scope of work before starting. We will always tell you, and get your agreement, before charging anything above your confirmed price.
2.4. All prices are in Australian dollars and include GST unless stated otherwise.
2.5. End of Lease Special (November 2026). Oven cleaning and a small balcony, deck or patio clean are included at no extra cost with end of lease cleans booked between 2 and 15 November 2026. The offer applies to all property sizes, including studio apartments. "Small balcony, deck or patio" means an area of up to approximately 10 square metres. The offer applies to bookings made during the offer period, cannot be exchanged for cash or credit, cannot be combined with any other discount, and may be withdrawn or changed at any time. After the offer ends, these items are charged at the rates shown in the booking tool.
3. Bookings and confirmation
3.1. A booking is confirmed when you complete it through our website and receive our confirmation. We do not make phone calls. If we need further information or confirmation, we will contact you by WhatsApp or SMS.
3.2. We will make every reasonable effort to arrive within the agreed time window. Arrival times may occasionally vary due to traffic, access issues, or earlier jobs running over. We'll keep you informed by WhatsApp or SMS if we're running late.
3.3. You must provide accurate information about the property, including address, access instructions, parking, and the presence of pets.
4. Access to the property
4.1. You must ensure our team has access to the property at the agreed time, including keys, codes, or someone present to let us in. You do not need to be home.
4.2. The property must have working electricity and running water. If either is disconnected (common at end of lease), let us know in advance — we may not be able to complete certain tasks (such as carpet steam cleaning) without them.
4.3. If we cannot access the property at the scheduled time, or are turned away on arrival, a call-out fee may apply to cover our time and travel.
5. Cancellations and rescheduling
5.1. You may cancel or reschedule your booking free of charge by giving us at least 24 hours' notice before the scheduled start time.
5.2. Cancellations with less than 24 hours' notice, or failure to provide access at the scheduled time, may incur a cancellation fee of up to 50% of the booked service price.
5.3. We may need to reschedule in rare cases (illness, vehicle breakdown, severe weather). If we do, we'll offer you the next available slot at no extra cost, or a full refund of any amount paid.
6. Payment
6.1. Payment is due on completion of the service unless otherwise agreed in writing.
6.2. We accept the payment methods shown at booking (such as card, bank transfer, or cash).
6.3. For commercial and recurring services, payment terms will be set out in your service agreement or invoice.
6.4. Unpaid invoices may incur reasonable recovery costs. We reserve the right to suspend recurring services with outstanding balances.
7. 100% Bond Back Guarantee (end of lease cleans)
7.1. Our Bond Back Guarantee applies to end of lease / move out cleaning services only.
7.2. If your property manager or agent flags any item from our cleaning checklist on the exit report, we will return and re-clean those items free of charge within 72 hours of you notifying us, provided you notify us within 7 days of the clean being completed and give us reasonable access to the property.
7.3. The guarantee covers cleaning items only. It does not cover:
- Damage, wear and tear, or maintenance issues (e.g. chipped paint, broken fixtures, scratched floors);
- Items not included in our checklist or expressly excluded at booking;
- Stains or marks that cannot be removed by standard professional cleaning methods (e.g. permanent carpet stains, burnt benchtops, mould deep in silicone);
- Areas that were inaccessible at the time of the clean (e.g. locked rooms, heavy furniture we were asked not to move);
- Issues arising because the property was re-occupied, used, or dirtied after our clean.
7.4. The guarantee is a re-clean guarantee. It does not entitle you to a refund, and we are not liable for bond deductions made by your landlord or agent for reasons unrelated to our cleaning.
7.5. To claim, send us the relevant section of your exit report (or the agent's written feedback) by WhatsApp, SMS or email within 7 days of the clean. We will confirm a re-clean time with you and attend within 72 hours of your notification.
8. What's included and excluded
8.1. Each service follows a defined checklist, which we can provide on request. Anything outside the checklist (e.g. rubbish removal, garage or garden cleaning, exterior windows above ground level, walls beyond spot cleaning) is an extra and must be agreed in advance.
8.2. For safety reasons, our cleaners do not:
- Clean at heights beyond a two-step ladder;
- Move heavy furniture or appliances;
- Handle biohazards, animal waste in bulk, sharps, or hazardous materials;
- Clean exterior areas in unsafe weather.
8.3. Some results depend on the age and condition of surfaces. Professional cleaning improves but cannot always fully restore heavily worn, aged, or damaged surfaces, and we cannot guarantee removal of permanent staining or discolouration.
9. Pets
9.1. Please tell us at booking if pets will be at the property so we can bring the right equipment. A surcharge may apply for homes with pets, as shown in the booking tool.
9.2. For everyone's safety, please secure pets in an area away from where the team is working during the clean.
10. Customer responsibilities
10.1. Please secure or remove cash, jewellery, and fragile or irreplaceable items before the clean. We take great care, but we recommend valuables be stored safely.
10.2. Tell us about any delicate surfaces, special finishes, or items requiring specific products or handling before the clean starts.
10.3. Provide a safe working environment for our team. We reserve the right to stop a job and leave the premises if our cleaners face abusive, threatening, or unsafe conditions; in that case, the work completed up to that point remains chargeable.
11. Damage and liability
11.1. We are fully insured. If you believe our team has damaged something, notify us within 24 hours of the service, with photos where possible, so we can investigate and put it right.
11.2. We will repair, replace, or fairly compensate for damage genuinely caused by our negligence, up to the limits of our insurance policy.
11.3. We are not responsible for:
- Pre-existing damage, wear and tear, or faulty items (e.g. loose fittings, already-damaged blinds);
- Damage resulting from you asking us to use your own products or equipment;
- Surfaces that react abnormally to standard professional cleaning products despite proper use.
11.4. Nothing in these Terms excludes, restricts, or modifies any consumer guarantees or rights you have under the Australian Consumer Law, which apply to our services and cannot be excluded. Where we are permitted to limit our liability, it is limited to re-supplying the service or paying the cost of having the service re-supplied.
12. Photos of our work
12.1. We take before and after photos of cleaned areas as a record of the work performed. For end of lease cleans, we send these photos to you on the day the clean is completed.
12.2. With your consent, we may use these photos in our gallery or marketing. Photos never include personal documents, faces, or anything that identifies you or your address.
13. Our team and subcontractors
13.1. All cleaners working under AU Cleaning Service are police-checked and covered by our insurance. From time to time we may use vetted subcontractors to deliver services; these Terms apply equally to work performed by them, and we remain responsible for the quality of the service.
13.2. You agree not to directly hire or engage any of our cleaners privately for a period of 6 months after their last job at your property, other than through AU Cleaning Service.
14. Privacy
14.1. We collect only the information needed to provide the service — your name, contact details, and property details. Your email is used for invoices and billing-related updates only, never marketing, unless you separately opt in. See our Privacy Policy for full details.
15. Complaints and disputes
15.1. If you're not happy with anything, tell us within 24 hours (or 7 days for bond cleans) and give us the opportunity to fix it — in most cases, a free re-clean of the flagged areas resolves the issue.
15.2. We aim to resolve all complaints quickly and fairly. If we can't resolve a dispute directly, either party may pursue their rights under applicable consumer protection laws.
16. Changes to these Terms
16.1. We may update these Terms from time to time. The version published on our website at the time of your booking applies to that booking. The "Last updated" date at the top shows when the Terms last changed.
17. Governing law
17.1. These Terms are governed by the laws of New South Wales, Australia, and where applicable the Commonwealth of Australia. Any disputes are subject to the jurisdiction of the courts of New South Wales.
Contact us
AU Cleaning Service
WhatsApp / SMS: 0468 490 764
Email: [email protected]
Hours: 7am–7pm, 7 days
Servicing Sydney
Questions about any of this? Call 0468 490 764 or email [email protected].