Terms and Conditions

By accessing our website, submitting a booking, or using any of our services, you agree to comply with the following Terms and Conditions. Please ensure you review them carefully before proceeding. If you do not accept these Terms, you should refrain from using our website or services.

1. Definitions

In these Terms and Conditions:

“Eco Collective Cleaning”, “we”, “us”, “our” means Eco Collective Cleaning, our website, and all services we provide.
“Client”, “you”, “your” means the individual or entity using our website or engaging our services.
“Cleaning work” means any cleaning services provided by Eco Collective Cleaning, including but not limited to home, commercial, NDIS/DVA, Airbnb, bond, builders, hoarder/squalor and specialist cleaning.

2. General Guarantee

We are committed to delivering high quality cleaning services. We provide a guarantee on all cleaning work carried out under our agreed service terms.

If, within 24 hours of completing a cleaning service, you consider that any part of the service is not in line with our checklist or the agreed scope (whether agreed via phone, email, or in writing), you must notify us within that 24-hour period and supply time-stamped photos of the areas of concern.

Where the guarantee applies, we will arrange for a cleaner to return to the property to address and rectify the specific issues raised.

3. All Work Guarantee Policy and Booking Conditions

Our guarantee is subject to the following conditions:

3.1 Application of Guarantee

The All Work Guarantee applies only to cleaning services booked under our package pricing.

For package bookings, we guarantee that all tasks included in the chosen package will be completed to a satisfactory standard.

3.2 Hourly Booking Requirements

If you choose to book on an hourly basis, the following additional conditions apply:

Task List Requirement
Prior to the scheduled service, you must provide a detailed task list. This must be uploaded or sent to us before the cleaning session begins to help us plan and prioritise effectively.
Order of Task Completion
Our cleaners will aim to complete tasks in your preferred order. However, actual completion will depend on time, access, and onsite conditions.
Efficiency and Time Limitation
Hourly booking provides a limited timeframe. Cleaners cannot complete an unlimited number of tasks in fixed hours, and some tasks require more time than others. Completion depends on the booked duration and time required for each task.

3.3 Recommendation to Book Packages

For peace of mind, predictability, and guaranteed completion, we strongly recommend booking a package service.
By choosing an hourly service, you acknowledge and accept the limitations outlined above.

4. No Refunds Policy

We do not offer refunds on cleaning services.
Our service resolution process is fulfilled through our guarantee, which includes arranging a revisit to address reasonable concerns raised within these Terms.

5. Guarantee Period

The guarantee period is 24 hours from service completion.

In limited circumstances (e.g. public holidays or situations outside your control), we may extend this period at our discretion. Please contact us promptly if clarification is required.

6. Photo Evidence Requirement

To rely on the guarantee, you must provide timestamped photo evidence clearly showing any issues.
This allows us to verify the concern and determine the appropriate resolution.

7. Fix-Up Cleaning Booking

To use the guarantee:

A fix-up clean must be booked within 24 hours of the original service.
The fix-up clean will be limited strictly to the specific areas identified and supported by photo evidence.
No additional charge applies when the issue falls within the guarantee.

8. Fair Go Policy

Our package pricing is based on a “fair go” assumption — that the property reflects a normal level of use and dirt.

Standard pricing does not cover extreme conditions such as:

excessive rubbish and/or mess
severe neglect or heavy build-up of dust and dirt
significant hoarding or squalor (unless booked as a squalor clean)

Additional charges may apply, or a more appropriate service may be required.

8.1 Undisclosed Conditions and Scope Adjustments

You must accurately disclose the condition of the property when booking. If the actual condition is significantly worse than described, or requires more time, labour or specialist work than reasonably expected, we may:

adjust the rate or scope;
extend the booking time (with your approval);
reclassify the service category; or
cancel the job and apply a call out fee.

In these cases, our guarantee does not apply to any incomplete tasks resulting from undisclosed conditions.

9. Bond Clean Guarantee Conditions

Our bond clean guarantee applies only under the conditions below.

9.1 Access During Guarantee Period

To maintain the bond guarantee:

After the bond clean is completed, no one other than the property manager (or their authorised representative) may enter the property.
If anyone else enters and alters the condition of the property, the guarantee may be void.

9.2 Required Photos for Bond Quotes

Before we can provide a bond clean quote, you must submit photos of:

walls
oven
window tracks
showers
any additional areas requiring extra attention

Failure to provide required photos may delay or affect the accuracy of the quote.

9.3 False Claims & Termination of Guarantee

If false or misleading information is provided, or if photos are not supplied when requested:

We may refuse or discontinue services
The bond guarantee may be terminated

9.4 End of Lease Cleaning Guarantee Policy

The bond guarantee applies only to services explicitly booked as bond or end of lease cleaning.
Work is guaranteed for 48 hours after the clean.
You must clearly request and confirm a bond clean at booking.
The guarantee does not apply to any other cleaning services, even if completed before a move. It also does not apply if only a partial clean was requested and we did not complete the full house clean.

By proceeding with a bond cleaning booking, you acknowledge and accept these conditions.

10. Property Preparation Requirements (Bond and Similar Cleans)

To complete a thorough bond clean and uphold our guarantee:

a. Gardening

All gardening (mowing, trimming, basic outdoor tidying) must be completed before our arrival.

b. Rubbish and Furniture Removal

All rubbish and unwanted furniture must be removed prior to the clean.
Our cleaners must have safe, unobstructed access to all areas.

c. Access to Electricity

Electricity must remain connected at the time of the clean.

Where these requirements are not met, additional charges may apply, or we may be unable to proceed.
If the clean cannot go ahead, a minimum call-out fee of $231 will be charged.

11. Window Cleaning Packages

Window packages are priced on the assumption of one window per room.

Homes with more windows, oversized panes, or complex window configurations may incur a surcharge.
Please contact us for a customised quote if your home falls outside standard layout.

12. Photography Permission

By engaging our services, you authorise our cleaners to take before and after photos of their work.

These photos are used internally only for quality control, training, and service improvement, and will not be publicly shared or used in marketing without your explicit consent (where legally required).

13. Communication

All communication regarding:

guarantee claims
concerns, complaints, or feedback
booking changes
additional service requests

must be made using the contact methods agreed at the time of booking (e.g. phone, SMS, or email).

Clear communication helps us respond promptly and maintain accurate records.

14. Cancellation and Booking Policies

a. 24 Hour Cancellation Policy

Cancellations made within 24 hours of the scheduled appointment will incur a $70 cancellation fee.

b. Last Minute Booking Fee

Bookings or changes made within 24 hours of the desired appointment time may incur a $50 fee.

c. Minimum Booking Times

Domestic and commercial cleaning: minimum 3 hours
Builders cleaning: minimum 4 hours

15. Key Handling and Security Policy

We take the security of your property seriously. The following rules apply:

15.1 Key Acceptance

We do not accept keys for storage or unsupervised access.
b. If cleaning is required without you present, a lockbox must be provided.

15.2 Lockbox Requirement

If you will not be onsite, a lockbox or secure access method is mandatory.
b. If secure access is not provided, the appointment may be cancelled and treated as a late cancellation.

15.3 Responsibility Disclaimer

If you leave keys unsecured or doors unlocked, you accept full responsibility for any resulting incidents.
b. If a cleaner accepts keys outside our policy, Eco Collective Cleaning is not liable for loss, damage, or disputes.

16. Limitations of Guarantee

The guarantee does not cover:

pre-existing property issues
changes or damage caused after our service
matters beyond our reasonable control
unrealistic or unreasonable expectations
outcomes outside the scope of the service booked

We reserve the right to determine, acting reasonably, whether a concern falls within the guarantee.

17. Governing Law

These Terms are governed by the laws of Australia, depending on the location the service is provided.

Any disputes will be subject to the non-exclusive jurisdiction of the courts in the relevant region.

18. Changes to These Terms

We may update these Terms at any time without notice.
Changes take effect when posted on our website unless stated otherwise.

Your continued use of our website or services indicates acceptance of any updates.

19. Contact

If you have questions, concerns, or requests regarding these Terms and Conditions, please contact us:

Email: hello@ecocollectivecleaning.com

Thank you for choosing Eco Collective Cleaning.