Terms and Conditions

AB Cleaning provides residential, commercial, and specialised cleaning services, including:

• End-of-lease cleaning
• Move-in cleaning
• Pre-sale cleaning
• Regular domestic cleaning
• Airbnb cleaning
• Carpet cleaning
• Commercial and specialised cleaning

• All services are performed based on the agreed scope at the time of booking.
• Outcomes may vary depending on the condition of the property.

Quotes are based on information provided by the customer, including property size, condition, and service requirements.

We may revise pricing where:

• The property condition differs from what was described.
• Additional work, time, or services are required.

If revised pricing is declined, we may proceed with the original scope only, with limited results, or decline the service.

Inaccurate or incomplete information may also affect the Re-Clean Guarantee as outlined in Section 6.

• Payment is due upon completion unless otherwise agreed.
• For larger or specialised bookings, we may require a deposit at the time of booking confirmation.
• Late or unpaid invoices may result in recovery action and associated costs.

Customers must ensure safe and timely access.

Failure to provide access may result in:

• Cancellation or rescheduling.
• A call-out or cancellation fee, as advised at booking.

Customers must:

• Provide accurate and complete information.
• Ensure utilities, including electricity and water, are available.
• Remove or secure valuables and fragile items.
• Ensure the property is ready for cleaning, including being vacated where required.

Providing inaccurate or incomplete information may:

• Affect pricing and outcomes.
• Void the Re-Clean Guarantee for affected areas.
• Affect customer rights under these Terms.

Where customers request the use of their own cleaning products or equipment, AB Cleaning accepts no liability for outcomes or damage arising from their use.

• Customers must notify us within 72 hours of service completion.
• The 72-hour period begins at the time the service is completed, not at the time of inspection.

Notification Requirements

Notification must:

• Be in writing, by email or SMS to the contact details in Section 16.
• Clearly identify the affected areas.
• Include supporting photos where reasonably possible.

We will provide one re-clean only per booking and may require up to 5 business days to schedule the re-clean.

Re-Clean Conditions

The Re-Clean Guarantee applies only where:

• The issue relates strictly to cleaning within the agreed scope.
• Access is provided.
• The property condition has not changed after our service.

We recommend customers and agents take photographs immediately after service completion as a record of condition.

Property Condition and Third-Party Access

The Re-Clean Guarantee applies only where the condition of the property remains substantially the same.

If the property is accessed, used, or altered after our service by any party, including tenants, landlords, agents, tradespeople, or other cleaners, AB Cleaning reserves the right to assess whether the guarantee remains applicable.

Where it is reasonably determined that the condition has changed, the guarantee may be limited or voided.

Neglected or High-Condition Properties

Where a property is heavily soiled, neglected, or above standard condition, we may recommend additional services or pricing.

If these recommendations are declined:

• Results may be limited.
• The Re-Clean Guarantee may not apply.

AB Cleaning will not be liable for bond deductions or additional rectification in these cases.

Exclusions

The Re-Clean Guarantee does not cover:

• Pre-existing damage or wear and tear.
• Permanent stains or discolouration.
• Mould, odours, or embedded contamination not removable by standard cleaning.
• Properties not fully vacated at time of service.
• Areas outside the agreed scope.

AB Cleaning does not guarantee the return of any rental bond.

Bond outcomes are determined by third parties including property managers, landlords, and tenancy authorities, and may be affected by factors entirely outside the scope of cleaning.

Our responsibility is limited to delivering services with due care and skill and addressing valid cleaning issues under the Re-Clean Guarantee.

Refunds are not automatic and are subject to the Re-Clean process.

Where AB Cleaning has failed to deliver services with reasonable care and skill, and the issue has not been resolved through re-cleaning, we will provide a remedy as required under the Australian Consumer Law.

Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Where a refund is approved, it will be processed within 5 to 10 business days.

Damage claims must be reported within 48 hours of service completion, or as soon as reasonably practicable after discovery.

We are not liable for:

• Pre-existing damage.
• Wear and tear.
• Hidden defects.
• Damage caused by unstable or faulty items.

Where damage is established as having been caused by our actions, we will work toward a fair and reasonable resolution.

• We prioritise the safety and preservation of surfaces.
• Some stains, marks, or damage may be permanent and cannot be safely removed.
• We reserve the right to limit treatment or decline high-risk cleaning tasks.
• We are not liable for outcomes where further treatment would risk damage.

• Minimum 24 hours' notice is required.
• Applicable cancellation fees will be disclosed at the time of booking confirmation.

We may refuse, pause, or discontinue a service where the environment is unsafe, hazardous, unsanitary, or poses a risk to our staff.

This includes, but is not limited to:

• Biohazards.
• Unsafe access.
• Abusive or threatening behaviour.
• Suspected illegal activity.

• We collect personal information only for quoting, booking, and delivering our services.
• We do not sell personal information.
• We may disclose information where required by law or reasonably necessary to deliver the requested service.

For more detail, please read our Privacy Policy.

These Terms are governed by the laws of New South Wales, Australia.

We encourage customers to contact us in the first instance to attempt resolution of any concerns before escalating the matter to the NSW Civil and Administrative Tribunal, NCAT, or any other body.

Where a dispute cannot be resolved directly, it may be handled through NCAT or another appropriate legal forum.

• AB Cleaning may engage qualified subcontractors to deliver services.
• All subcontractors are required to meet our service standards, and AB Cleaning remains responsible for the quality of services delivered.