Terms and Conditions

By engaging our services, you agree to the following terms and conditions, which are designed to protect both our business and our valued clients. These terms take precedence over any others, unless otherwise agreed in writing.

1. Definitions

• We/Us/Our: Refers to Illawarra Clean, including its subsidiaries and representatives.
• You/Your: Refers to the individual or company purchasing services from Illawarra Clean.
• Services: Includes all cleaning services provided, whether ongoing or one-off, at the customer’s property or premises. This includes Deep Cleaning, Regular Cleaning, End of Lease Cleaning, Airbnb Cleaning and any additional services as mutually agreed upon.
• Goods: Refers to any products or consumables provided by us for use at your property or premises.
• Price: The total cost for services provided, including Deep Cleaning, Regular Cleaning, End of Lease Cleaning, Airbnb Cleaning and any additional services as mutually agreed upon.
• Commencement Date: The date services begin, as outlined in our Quotation or Service Agreement form.

2. Scheduling and Access

• Services will be scheduled at a time and date that is mutually agreed by both parties.The Client agrees to provide access to the property/premises at the time and date of scheduled service to facilitate cleaning service delivery. We are not liable for any loss or damage if access restrictions are not communicated in writing.
• We are not accountable for triggering of any alarm systems. The Client should give any special instructions for deactivation/activation of any household alarm systems prior to service.
• If our staff are requested to collect keys from a third party’s address outside of the postal code of the Client’s premises where work is to be carried out, a fee may apply.
• Illawarra Clean endeavours to accommodate the date and time you’ve requested to receive our cleaning services. A late cancellation fee of $75 applies unless changes (including cancellation or rescheduling) are communicated more than 24 hours in advance via phone or email.
• In the event of a lock-out caused by our cleaners being turned away; no one at home to let them in; no water or power available at the Client’s premises or issue with Clients keys, will make every effort to accommodate you; however cancellations during lockouts incur a $75 fee. If keys are provided they must open the lock without any special effort or skills.
• We reserve the right to reschedule or cancel bookings due to access issues or lack of utility supply. Clients may still be liable for up to 50% of the agreed service cost under these circumstances.
• In the event of a lockout where we are unable to access your property.

3. Client Responsibilities

• The Client must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime, pets located at the premises for the safety and accessibility of our cleaning teams.
• Any necessary utilities (including water, electricity) must be available for use by Illawarra Clean’s staff during the service.
• The Client should inform our staff of any specific concerns or areas requiring special attention prior to service.
• The Client must accurately disclose their property’s condition prior to booking; significant discrepancies may lead to price adjustments before services commence.
• If the Client agrees to provide cleaning materials and equipment needed for the required works, then they are liable and responsible for the cleaning equipment to be safe and in full working order.

4. Amendments and Notices

• Illawarra Clean reserves the right to reassess service rates and scope of work based on time requirements and client satisfaction levels. Clients must accurately disclose their home’s condition prior to booking; significant discrepancies may lead to price adjustments before services commence. All communication must be directed to us in writing via email at ##

5. Pricing and Payment Terms

• Payment: Payment is due upon completion on the day of cleaning services.
• Service Fee Adjustments: The Client must accurately disclose their property’s condition prior to booking; significant discrepancies may lead to price adjustments before services commence.
• If upon inspection or during the course of providing the initial service, it is apparent that additional scope of works would be required to provide the Client with an improved outcome and the actual cost of the service would exceed the initial quote provided, we will provide the Client with the option to pay an increased fee to complete the updated service scope, or pay the initial quoted amount for the initial service scope.
• Service fees may be adjusted due to factors such as changes in operational costs. Illawarra Clean reserves the right to reassess service rates and scope of work based on time requirements and client satisfaction levels.
• Public Holidays: Services are not available on public holidays unless mutually agreed upon. Should services be required on those days, additional charges will apply.
• Refund Policy: Illawarra Clean customizes services to meet your specific needs, and therefore, we do not offer refunds. If you have any concerns about your cleaning, please contact us within 24 hours of your scheduled service. While we don’t provide refunds, we are able to offer a complimentary re-clean if notified within this timeframe. To qualify, please document any missed areas with photos. Areas not reported within 24 hours will not be eligible for a re-clean. A re-clean will be scheduled at a mutually agreed time and the Client must be present at the scheduled time of re-clean. New services requested during the re-clean must meet our minimum requirements and will be scheduled at a mutually convenient time.
• Late Payments: Outstanding balances will incur interest at 15% per annum, calculated daily. All overdue payments must be settled to avoid service disruption.
• Collection Costs: You agree to cover any legal or recovery costs incurred due to non-payment of invoices.

6. Occupational Health and Safety Policy

• For the Occupational Health and Safety of Illawarra Clean’s teams and protection of your home, there are certain tasks we do NOT provide as part of our cleaning services: Any surfaces higher than a standard 2-step ladder to access high windows, ceiling fans, vents, crown moulding, etc. Ceiling fans are not cleaned unless within reach. Shoes on during cleaning: Our teams must wear shoes to prevent slips and falls while working. Hazardous materials: We do not handle blood, waste, human secretions, or other hazardous substances. Pet-related cleaning: We do NOT clean inside trash cans, litter boxes, pet beds, or handle pet messes. Excessive pet hair removal from upholstery is also excluded. Removal of strong odours (mould, animal waste, smoke, etc.), existing heavy marks/stains on walls. Excluded surfaces and tasks such as upholstery or removing excessive pet hair from upholstery, no fragile fixtures and blinds, drapes, unfinished basements and concrete floors. Heavy tasks: We do not lift heavy furniture or items and do not handle hoarding situations, excess clutter, pest control (e.g., fleas, roaches, rodents, etc) or conditions that may pose a risk to safety of our personnel. These policies help us provide a safe working environment, allowing our teams to focus on providing you efficient cleaning services, ensuring both the quality of your clean and the safety of your home and our teams.

7. Arrival Windows

• The booking arrival time is a range that represents our arrival window, usually 1-2 hours to allow for unpredictability of traffic, parking availability, etc.

• The service window for Airbnb Cleaning services will range from 6-7 hours depending on size and number of properties to be serviced. Our cleaning teams may arrive anytime within this cleaning window. Early Check-ins or Late Check-outs must be informed to us in writing at least 24 hours before the scheduled cleaning service time. 

8. Parking

• Visitor’s parking or free street parking must be available for the scheduled booking time for our cleaning teams to undertake services.

9. Limited Liability

• We are insured with Public Liability Insurance, and any damages must be reported within 24 hours of service. Illawarra Clean is not responsible for indirect or consequential losses, except for our cost of re-performing the services.
• We are not liable for damages from pre-existing conditions including issues arising from items moved by the Client prior to service.
• Our liability is limited to the cost of the services provided and excludes any liability for loss of goodwill, profits, or business disruption.
• Clients are responsible for securing valuables before our cleaning team’s arrival. In rare cases of damage, please report it within 24 hours of service completion for resolution options (repair or replacement). The Client must inspect their home jointly with our cleaners or within 24 hours of service; any damages should be reported immediately after inspection.
• If upon inspection or during the course of works, it is found that a surface or material to be cleaned or treated is not suitable for the desired cleaning service or treatment, we will discuss with the Client for additional options and reserve the right to exclude service(s).

10. End of Lease Cleaning

• Clients using Illawarra Clean’s End of Lease Cleaning Services must ensure their properties are empty and clutter-free. We do not handle pet odor removal; please consult a specialist for that service. If our team arrives and finds the property occupied or containing items (like food in fridges), we may adjust to standard pricing. Additional charges may apply for clearing out cabinets or fridges.
• The Client must inform to our staff via phone or email as to how our cleaning team should proceed with regards to any items remaining or abandoned in the property prior to commencing any cleaning service. Any items left or abandoned in the property where an End of Lease Cleaning Service for an unfurnished property is provided, are considered rubbish and will be disposed in the most convenience place outside of the property.
• Illawarra Clean does not take any responsibility for any items left or abandoned from an End of Lease Cleaning Service. If there are delays incurred to us in receiving Client instructions, then additional fees may apply.

11. Pet Safety

• We cannot be held responsible for pets that escape during cleaning services. Please secure all pets before our arrival. If pets will be roaming freely, inform us in advance so our team can take precautions when entering and exiting your home. Our cleaners will close doors promptly and do not clean litter boxes or pet messes.

12. Cleaning Behind Appliances and Clutter Management

• Cleaning behind appliances (e.g. ovens and refrigerators) is only applicable during End of Lease Cleaning Services unless appliances are moved prior to our team’s arrival. Furniture must also be moved beforehand if it poses no risk to the Occupational Health and Safety of our staff during Deep or Regular Cleaning Services.
• To ensure effective cleaning, we recommend minimizing clutter in areas being cleaned. Our team may not clean spaces heavily obstructed by items, including paperwork on desks.

13. Service Modifications and Special Requests

• For any changes in cleaning details or schedules, please contact our office directly via phone or email. Our cleaners follow specific instructions outlined in their work briefing and cannot accommodate additional requests made on-site without prior approval from our office team.
• For special requests, please let us know well in advance to schedule the necessary resources. We may provide an estimate over the phone and reserve the right to adjust this quote after the job is completed. Any additional work must be communicated prior to service.

14. Service Modifications and Special Requests

• The Client can confirm their satisfaction with our cleaning service via phone, email, or text message. Once we receive your approval, we reserve the right to decline any re-clean requests. Please ensure all communications are acknowledged within 24 hours after the cleaning.

15. Force Majeure

• We will not be held liable for delays or non-service due to events beyond our control, such as natural disasters, strikes, or other unforeseeable circumstances. In such cases, we may suspend or terminate the service agreement without liability.

16. Restrictive Covenant

• Our team members are bound by a Non-Compete Agreement preventing them from soliciting business from clients directly for 2 years post-contract termination without prior written consent from us. Much effort and toil is involved in recruiting talented and dedicated staff. Should you choose to hire any current or former team member within this period, a recruitment fee equivalent to 20% of their annual net remuneration will apply.

17. Disclaimer

• Nothing on this website constitutes professional advice of any kind. For legal, financial, or medical inquiries, please consult an appropriate professional.

Contact Us:
For any queries or further information, please contact us at in**@il************.au or [+612] 4207 9977.