Terms and Conditions

1.1 Company Information

Vacate Cleaners is a specialised end-of-lease cleaning division operated by Majestic Cleaning Pros, a company registered in Australia under ABN 29 616 992 324. With over 13 years of combined cleaning industry experience, we deliver professional vacate cleaning services designed to meet real estate industry standards and assist tenants in securing the return of their rental bond.

1.2 Service Coverage

Vacate Cleaners provides services across metropolitan and regional areas in Western Australia, New South Wales, Victoria, Queensland, and South Australia. Service availability in specific suburbs may vary, and we reserve the right to decline bookings outside our standard service areas or apply travel surcharges for properties in remote locations.

3.1 Quotation Process

When you submit a booking enquiry via our website, telephone, or email, we will provide you with a written Quote based on the information you supply. Quotes are estimates only and are calculated based on the property details and condition as described by you. All Quotes include GST and are valid for fourteen (14) days from the date of issue unless otherwise stated.

3.2 Contract Formation

A binding contract is formed between you and Vacate Cleaners when:

• 3.2.1 You accept a Quote and confirm your booking by providing the required information and agreeing to these Terms and Conditions; and
• 3.2.2 We send you a Booking Confirmation acknowledging your booking and the agreed service details.

3.3 Accurate Information

You are responsible for providing accurate and complete information about the Property, including but not limited to:

• 3.3.1 The number of bedrooms, bathrooms, and living areas
• 3.3.2 The current condition of the Property
• 3.3.3 Any special cleaning requirements
• 3.3.4 Access arrangements
• 3.3.5 Any known issues or areas requiring particular attention

3.4 Price Adjustments

The price confirmed in your Booking Confirmation is locked and will not change unless:

• 3.4.1 The Property is not as described when we arrive (e.g., additional rooms, significantly worse condition)
• 3.4.2 You request additional services not included in the original Quote
• 3.4.3 Access issues cause delays or require additional visits
• 3.4.4 The Property requires specialist cleaning beyond standard vacate cleaning scope

4.1 Service Standards

Vacate Cleaners will provide the Services:

• 4.1.1 With due care and skill in accordance with Australian Consumer Law
• 4.1.2 In compliance with Real Estate Institute (REA) approved checklists and industry standards
• 4.1.3 Using professional-grade equipment and cleaning products
• 4.1.4 By trained cleaning professionals who have undergone our comprehensive training program
• 4.1.5 Within the timeframe specified in the Booking Confirmation, subject to Property size and condition

4.2 Standard Inclusions

Our standard vacate cleaning service includes comprehensive cleaning of all areas typically assessed during final property inspections:

4.3 Standard Exclusions

Unless specifically quoted and agreed, our standard vacate cleaning service does not include:

• 4.3.1 Carpet steam cleaning (available as add-on service)
• 4.3.2 External window cleaning above ground floor
• 4.3.3 Ceiling cleaning above standard height (2.5 metres)
• 4.3.4 Curtain cleaning
• 4.3.5 Pest control services
• 4.3.6 Garden, yard, or outdoor area maintenance
• 4.3.7 Garage cleaning (available as add-on service)
• 4.3.8 Mould remediation beyond surface cleaning
• 4.3.9 Removal of permanent stains, discolouration, or damage
• 4.3.10 Repairs, maintenance, or damage rectification
• 4.3.11 Removal of rubbish, furniture, or personal belongings

4.4 Furnished Property Cleaning

When the Property is furnished and requires furniture to be cleaned, you must provide detailed information specifying exactly which furniture items need to be cleaned. The Quote will be prepared based on the scope of work provided.

• 4.4.1 Heavy Furniture: We do not move furniture heavier than 25kg, including but not limited to beds, sofas, wardrobes, dining tables, and large cabinets. These items must be moved by you prior to our arrival if cleaning behind or underneath is required.
• 4.4.2 Itemised Requirements: You must provide a detailed list of all furniture items requiring cleaning. Without a clear itemised list, furniture cleaning will not be included in the standard service scope.
• 4.4.3 Scope of Work: The Quote is prepared based solely on the furniture items and cleaning requirements you specify. Any additional items identified on the day may incur extra charges.

4.5 Items NOT Included in Standard Cleaning

The following items and areas are NOT included in our standard vacate cleaning service:

• 4.5.1 Kitchen Inventory and Micro Appliances: We do not clean kitchen inventories or micro appliances, including pots, pans, plates, cutlery, utensils, toasters, kettles, grinders, blenders, coffee machines, air fryers, and similar items.
• 4.5.2 Cupboard Contents: We do not move items inside cupboards, drawers, or elsewhere in the Property to make space for cleaning. Contents must be removed by you prior to the Service.
• 4.5.3 Decorative Items: Decorative items such as vases, picture frames, ornaments, artwork, mirrors, and similar decorative pieces will be left untouched and are not included in our cleaning service.
• 4.5.4 Ceilings and Curtains: Ceiling cleaning and curtain cleaning are not included in our standard vacate cleaning service. These services may be available as add-ons upon request and separate quotation.

4.6 Carpet Steam Cleaning

Our carpet steam cleaning service, without the full scope and details specified in an itemised Quote, assumes carpets are in above average condition and do not require soil lifting or stain removal service.

• 4.6.1 Standard Service: Carpet steam cleaning includes hot water extraction with vacuum for general cleaning and sanitisation purposes only.
• 4.6.2 Heavy Treatment and Specialist Services: For heavy treatment of carpets including heavy soiling treatments, stain removals, pet hair removals, discolouration treatment, urine stain removal, odour removal, and mould removal, specialist treatment will be required.
• 4.6.3 Separate or Itemised Quote: For specialist carpet treatments, a separate Quote will be submitted, or an itemised Quote with detailed scope and cleaning limitations will be provided. This must be accepted before we book the service.
• 4.6.4 Property Condition Disclosure: The condition of the Property and carpets must be provided accurately at the time of booking to ensure an accurate Quote and to add specific requirements to the scope of work.
• 4.6.5 Without Clear Itemised Notes: Without clear itemised notes added to the Quote specifying carpet conditions, the standard carpet steam cleaning service applies, and additional charges may be levied on the day for conditions not disclosed.

4.7 Pet Hair Removal

Pet hair removal is NOT included in our standard vacate cleaning service.

• 4.7.1 This service must be added separately at the time of booking, or it may be added on the cleaning day depending on the condition of the Property.
• 4.7.2 Additional charges will apply for pet hair removal services.

4.8 Rubbish Removal Service

If rubbish removal is required, you must advise us prior to the scheduled Service so we can organise accordingly. A separate Quote will be provided for rubbish removal service.

• 4.8.1 Advance Notice Required: Rubbish removal must be requested at the time of booking or with sufficient notice to arrange the service.
• 4.8.2 Separate Quotation: Rubbish removal is quoted separately based on the volume and type of rubbish to be removed.
• 4.8.3 Third-Party Contractors: You understand and acknowledge that rubbish removal service is provided via our separate network of contractors.
• 4.8.4 Data Sharing: By requesting this service, you consent to your contact details and property information being passed to the contractor we book this job with for rubbish removal purposes.

4.9 Pest Control Service

Pest control services such as flea spray or general pest spray are NOT included in our standard vacate cleaning service unless you have specifically requested this service and it has been confirmed prior to the Service date.

• 4.9.1 Not Included by Default: Pest control (flea spray, pest spray, cockroach treatment, etc.) is not part of our standard vacate cleaning package.
• 4.9.2 Prior Request Required: If you require pest control service, you must advise us at the time of booking. This service must be requested and confirmed before the cleaning date.
• 4.9.3 Separate Quotation: A separate Quote will be submitted for pest control services for your approval.
• 4.9.4 Third-Party Contractors: You understand and acknowledge that pest control service is provided via our separate network of licensed pest control contractors.
• 4.9.5 Data Sharing: By requesting this service, you consent to your contact details and property information being passed to the contractor we book this job with.
• 4.9.6 Pest Control Terms Apply: Additional pest control terms and conditions from the service provider will apply when booking this service.

4.10 Property Condition Assessment

The accuracy of your Quote depends on the property condition information you provide at the time of booking. We assess properties based on the following condition categories:

4.11 Add-On Services

Additional services may be arranged at the time of booking for an additional fee. All add-on services will be quoted separately and require your approval before commencement.

• 4.11.1 Carpet steam cleaning
• 4.11.2 External window cleaning
• 4.11.3 Pressure washing
• 4.11.4 Blind cleaning
• 4.11.5 Garage cleaning
• 4.11.6 Intensive oven restoration

5.1 Property Condition

You agree to ensure the Property meets the following conditions prior to our arrival:

• 5.1.1 Vacant and Empty: The Property must be completely vacant with all furniture and personal belongings removed. Our Bond-Back Guarantee is void if the Property is occupied or contains furniture at the time of cleaning, unless the Property has been advised as furnished during the quoting or booking process and the Quote has been prepared accordingly for a furnished property clean.
• 5.1.2 Utilities Connected: Running water and electricity must be connected and functional throughout the Service. If utilities are disconnected, we will do our best without these facilities; however, the Bond-Back Guarantee will not apply.
• 5.1.3 Rubbish Removed: All rubbish and waste must be removed from the Property prior to our arrival. We do not include rubbish removal in our standard service.
• 5.1.4 Safe Environment: The Property must be safe for our team to work in. We reserve the right to refuse or cease Services if conditions present a health or safety risk.

5.2 Access

You are responsible for providing access to the Property at the agreed date and time, including:

• 5.2.1 Providing keys, access codes, or being present at the Property
• 5.2.2 Informing us of security systems and providing disarm/arm codes
• 5.2.3 Arranging parking within reasonable proximity to the Property
• 5.2.4 Being contactable by phone during the first hour of the scheduled service time

5.3 Heavy Items

If cleaning is required behind or under heavy items such as refrigerators, washing machines, or ovens (exceeding 25kg), you are responsible for moving these items prior to the Service at your own risk and cost. Our team is not permitted to move heavy appliances for workplace health and safety reasons. If heavy items are not moved, the Bond-Back Guarantee will not apply to those specific areas.

5.4 Special Surfaces and Animals

You must inform us prior to the Service of any surfaces or items that require special care (e.g., marble benchtops, delicate timber floors). You must also inform us if any animals will be present at the Property during the Service. Animals must be secured and kept away from cleaning areas. Under no circumstances will our team accept responsibility for supervising children or animals.

6.1 Walk-Through Upon Completion

Upon completion of the Service, our team will offer you a property walk-through to ensure you are satisfied with the cleaning outcome:

• 6.1.1 Our team will explain any cleaning limitations identified during the Service
• 6.1.2 You will have the opportunity to point out any areas of concern
• 6.1.3 The team will promptly rectify any cleaning issues identified during the walk-through
• 6.1.4 Once you are satisfied and sign off on the completed work, the Service is deemed complete

6.2 72-Hour Warranty Activation

If you cannot attend the walk-through or you instruct the cleaners to leave without conducting a walk-through, the 72-Hour Bond-Back Guarantee will come into effect:

• 6.2.1 We will wait for 72 hours (business days) for any cleaning issues to be raised by your real estate agent or landlord following their final inspection
• 6.2.2 Claims must be submitted within this 72-hour window to be eligible for a free revisit
• 6.2.3 The 72-hour period commences from the time the Service is completed
• 6.2.4 Revisit Scheduling: We require 24-72 hours to reorganise cleaners for any revisit. The booking day and time is subject to our availability

6.3 Bond Warranty Scope

Where you have denied or declined extra charges for the following services, or these items have not been clearly stated in the Quote as itemised pricing, they are excluded from the Bond-Back Guarantee:

• 6.3.1 Wall cleaning
• 6.3.2 Blind cleaning
• 6.3.3 External window cleaning
• 6.3.4 Carpet steam cleaning
• 6.3.5 Tiles and grout cleaning
• 6.3.6 Pressure washing of external areas

For any revisit relating to these excluded items:

• 6.3.7 A new Quote must be submitted for the excluded items
• 6.3.8 The Quote must be accepted by you
• 6.3.9 Payment must be made in full before the booking is scheduled
• 6.3.10 The booking day and time is subject to our availability

6.4 Revisit Policy

The following conditions apply to revisit requests:

• 6.4.1 No Same-Day Walk-Through: If you choose not to conduct a walk-through on the same day and subsequently identify cleaning issues the following day or later, a revisit will be denied until the final inspection report is received from the landlord or real estate agent. This policy is in place to avoid multiple revisits to the Property.
• 6.4.2 Final Inspection Report Required: For all revisit requests made after the day of Service (where no walk-through was conducted), you must provide a copy of the official final inspection report from your landlord or real estate agent detailing the specific cleaning concerns.
• 6.4.3 Single Revisit Policy: Our Bond-Back Guarantee covers one (1) revisit to address issues identified in the final inspection report. Multiple revisits are not included under this guarantee.
• 6.4.4 Scheduling Timeframe: We require 24-72 hours to reorganise cleaners for any revisit. The revisit day and time is subject to our availability.

6.5 Substandard Service Claims

If you believe the Property did not meet our cleaning standards at all:

• 6.5.1 Photographic Evidence Required: You must provide photographic evidence of the areas you believe are substandard
• 6.5.2 Quality Control Investigation: Our quality control team will inspect the photographs and investigate with the cleaning team
• 6.5.3 Reattendance: If our investigation finds that the issues are a result of subpar service, we will resend the cleaning team to reattend the cleaning at no additional charge
• 6.5.4 On-Site Reinspection: You will be allowed to reinspect the Property while our team is on-site so that any further concerns can be rectified immediately

6.6 Post Sign-Off Revisits

• 6.6.1 The call-out fee of $150 (minimum) applies to any revisit requested after you have signed off on the Service
• 6.6.2 Additional cleaning charges may apply depending on the scope of work required
• 6.6.3 Post sign-off revisits are subject to availability and scheduling

6.7 Guarantee Conditions

To be eligible for our Bond-Back Guarantee, ALL of the following conditions must be met:

• 6.7.1 The Property was completely vacant and empty of all furniture and personal belongings at the time of the original Service (unless advised as furnished during booking and quoted accordingly)
• 6.7.2 The Service was completed as per the Quote and confirmed scope
• 6.7.3 No other persons, tradespeople, or services entered the Property after our cleaning
• 6.7.4 Utilities (water and electricity) remained connected throughout and after the Service
• 6.7.5 You provided accurate property information when booking
• 6.7.6 The property manager or real estate agent conducted their inspection within 72 hours (business days) of Service completion
• 6.7.7 The issues identified relate directly to cleaning tasks within our quoted scope

6.8 Claiming the Guarantee

To claim under our Bond-Back Guarantee, you must:

• 6.8.1 Contact us within 72 hours (business days) of the original Service completion
• 6.8.2 Provide written notification of the issues identified
• 6.8.3 Supply a copy of the property manager’s inspection report or email detailing the specific concerns
• 6.8.4 Provide photographs of the problem areas

Upon receiving a valid claim, we will acknowledge receipt within 4 hours during business hours. We require 24-72 hours to reorganise cleaners for any revisit, and the booking day and time is subject to our availability.

6.9 Guarantee Exclusions

The Bond-Back Guarantee does NOT cover:

• 6.9.1 Items explicitly excluded from the original service scope or not itemised in the Quote
• 6.9.2 Services you declined or denied extra charges for (including walls, blinds, external windows, carpet steam cleaning, tiles and grout, pressure washing)
• 6.9.3 Unreasonable or subjective standards beyond industry norms as defined by the Residential Tenancies Act in your state
• 6.9.4 Issues arising from normal property wear and tear
• 6.9.5 Pre-existing damage, permanent staining, or discolouration
• 6.9.6 Structural issues including mould within walls, water damage, or maintenance items
• 6.9.7 Standards different from those outlined in your lease agreement
• 6.9.8 Requests received after the 72-hour (business days) window
• 6.9.9 Properties where Customer responsibilities outlined in Clause 5 were not met
• 6.9.10 Damage or dirt caused after our Service completion
• 6.9.11 Third-party services such as carpet cleaning or pest control not provided by us
• 6.9.12 Circumstances beyond Vacate Cleaners’ reasonable control
• 6.9.13 Natural events including settled dust, insect activity, or weather-related issues occurring after Service completion
• 6.9.14 Issues identified after you have signed off on the completed work

6.10 Limitation of Guarantee

7.1 Pricing

All prices quoted by Vacate Cleaners are in Australian dollars and include GST (10%) unless otherwise stated. Our Quote represents the total cost for the agreed scope of Services, including all labour, cleaning products, equipment, and travel within our standard service areas.

7.2 No Hidden Fees

7.3 Payment Terms

Payment is due upon completion of the Service unless otherwise agreed in writing. For larger properties or complex jobs, we may require a deposit of up to 30% at the time of booking, with the balance due upon completion.

7.4 Accepted Payment Methods

7.5 Late Payment

If payment is not received within 7 days of the Service completion, we reserve the right to charge interest at the rate of 2% per month on the outstanding balance. We may also engage debt collection services to recover unpaid amounts, and you will be liable for any associated collection costs.

8.1 Cancellation by Customer

You may cancel your booking subject to the following conditions:

8.2 Rescheduling

You may reschedule your booking at no charge if you provide at least 48 hours’ notice. Rescheduling requests with less than 48 hours’ notice may incur a rescheduling fee of $70 and are subject to availability.

8.3 Cancellation by Vacate Cleaners

We reserve the right to cancel or reschedule a booking in the following circumstances:

• 8.3.1 The Property is unsafe for our team to work in
• 8.3.2 The Property condition is significantly different from the description provided
• 8.3.3 Extreme weather conditions that prevent safe service delivery
• 8.3.4 Staff illness or emergency circumstances
• 8.3.5 Any person at the Property engages in inappropriate or abusive behaviour towards our staff

If we cancel for reasons within our control, we will offer a full refund of any payments made or reschedule at no additional cost.

9.1 Insurance Coverage

Vacate Cleaners maintains comprehensive insurance coverage:

A Certificate of Currency is available upon request.

9.2 Damage Claims

If you believe any damage has been caused to your property during our Service, you must:

• 9.2.1 Notify us in writing within 24 hours of Service completion
• 9.2.2 Provide photographs of the alleged damage
• 9.2.3 Allow us reasonable opportunity to inspect and investigate

We take before and after photographs of the Property as standard practice, which will be used to assess any damage claims.

9.3 Limitation of Liability

To the maximum extent permitted by law:

• 9.3.1 Our total liability is limited to the greater of re-performing the Services or a refund of the amount paid
• 9.3.2 We are not liable for indirect or consequential loss, including loss of bond, loss of rent, or relocation costs
• 9.3.3 We are not liable for pre-existing damage, wear and tear, or items inadequately secured
• 9.3.4 We are not liable for damage to special surfaces where you failed to notify us of care requirements

9.4 Consumer Guarantees

10.1 Information Collection

We collect personal information necessary to provide our Services, including your name, contact details, property address, payment information, and any special requirements you provide. We may also collect information about your property manager or real estate agent for Service coordination purposes.

10.2 Use of Information

Your information is used for:

• 10.2.1 Providing and managing our Services
• 10.2.2 Processing payments and issuing invoices
• 10.2.3 Communicating about your booking and Service
• 10.2.4 Coordinating with property managers as authorised
• 10.2.5 Improving our Services and customer experience
• 10.2.6 Complying with legal obligations

10.3 Photography

You consent to our team taking before and after photographs of the Property for quality assurance, training, and evidence purposes. These photographs may be used to respond to damage claims or guarantee disputes. Photographs will be stored securely and will not be shared publicly without your explicit consent.

10.4 Privacy Policy

Full details of how we handle your personal information are set out in our Privacy Policy, available on our website at vacatecleaners.com.au/privacy-policy.

11.1 Reporting Issues

If you have any concerns about our Services, please contact us as soon as possible. For matters relating to our Bond-Back Guarantee, you must notify us within 72 hours (business days) of Service completion. For all other complaints, please notify us within a reasonable time.

11.2 Complaint Process

All complaints should be submitted in writing via email to support@vacatecleaners.com.au and should include:

• 11.2.1 Your name and contact details
• 11.2.2 The date and address of the Service
• 11.2.3 A detailed explanation of the complaint
• 11.2.4 Any supporting documentation or photographs
• 11.2.5 The resolution you are seeking

We will acknowledge your complaint within 2 business days and aim to resolve all complaints within 14 business days.

11.3 Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to:

• 11.3.1 Fair Trading or Consumer Affairs in your state
• 11.3.2 Australian Competition and Consumer Commission (ACCC)
• 11.3.3 Mediation services as mutually agreed

Nothing in these Terms and Conditions prevents you from exercising your rights under Australian Consumer Law.

12.1 Respectful Environment

We are committed to providing a safe and respectful working environment for our team. We do not tolerate inappropriate behaviour towards our staff, including but not limited to harassment, intimidation, threats, abuse (verbal, written, or physical), explicit language, racism, or defamatory remarks.

12.2 Right to Cease Service

13.1 Entire Agreement

These Terms and Conditions, together with your Quote and Booking Confirmation, constitute the entire agreement between you and Vacate Cleaners. Any prior discussions, representations, or agreements are superseded by these Terms.

13.2 Amendments

We may update these Terms and Conditions from time to time. The current version will always be available on our website. Any changes will apply to bookings made after the date of the update. We will notify you of material changes that may affect your existing booking.

13.3 Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.

13.4 Waiver

Our failure to enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.

13.5 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations to a related entity or successor without your consent.

13.6 Force Majeure

We are not liable for any delay or failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather, pandemic, government restrictions, or other force majeure events.

13.7 Governing Law

These Terms and Conditions are governed by the laws of Australia. You and Vacate Cleaners submit to the non-exclusive jurisdiction of the courts of Australia and any courts entitled to hear appeals from those courts.