Terms and Conditions

You don’t have to be there, keys are fine. We need the person who booked to answer the phone. If not, we may not clean.

• Flats without lifts above ground might cost $40 more.
• You provide water & power; without them, bond cleaning promise doesn’t count.
• Empty the place before we clean.
• Move heavy stuff for carpet and floor cleaning. If not, no warranty for that area.
• You need to make sure we can get in and park.

Any personal properties that are left behind within waste we will not be held accountable for their additional loss when disposed with waste products.

Quotes given without inspections are estimates based on available information. Quotes may change due to added services, room or property size, condition, etc. If a quote changes, you’ll be told before we start. If you agree, pay the difference before we begin. If you don’t agree, but still want the service, some or all warranty may not apply.

• Our standard carpet steam cleaning handles dirt, spills, and general stains.
• Extra charge for heavy soil or large carpets. We’ll do our best, but results depend on various factors beyond our control. No guaranteed outcome.
• Certain stains might not fully respond to treatment. Wear or discoloration might become more visible after dirt is gone.

• Costs for extra services include dusting outside windows (if reachable), washing walls, spot cleaning ceilings, balconies, decks, car parks, driveways, blinds, patio, and garages.
• We charge for cleaning appliances (fridge, microwave, washing machine) and furniture wiping.
• Carpet steam cleaning, properties with pets/kids, infrequent cleaning, or unoccupied for months incur added costs.
• Keys collection/return and parking might have extra charges.
• If accessing the property is hard, we may charge for time lost.
• Furnished homes have extra charges.

We aim for 100% customer satisfaction. If your agent isn’t satisfied with our checklist areas, we’ll fix it within five days of the exit report, at no cost. We don’t guarantee areas not in our services.

We Don’t Guarantee:

• Hard water stains on glass or taps.
• Calcium buildup and mold in sealant.
• Permanent marks.
• Mold and grout.
• Tile and natural rope stains.
• Discoloration (e.g., grout, toilets, plastics, taps, glass door, window).

For bond clean, we spot clean walls. Extra charge for heavily marked or stained walls.
Blind cleaning not in standard service. Dirty/greasy blinds need more time, so extra charges may apply.

External windows, glass, and outside areas aren’t guaranteed due to weather.

We uphold a strict policy against harassment or abusive behavior from customers. Any such behavior may lead to immediate termination of services without a refund.

1. Eligibility: This guarantee applies only to our full-service cleaning packages.

2. Pre-Service Inspection: Clients must allow a pre-cleaning inspection to document the initial condition.

3. Guarantee Period: The guarantee is valid for a period of 5 days post-service.

4. Claim Process: Claims must be filed within the guarantee period, accompanied by photographic evidence of any issues.

5. Exclusions: The guarantee does not cover damage due to wear and tear, pre-existing conditions, or issues arising from client negligence.

6. Limitations: We reserve the right to inspect the claimed areas and decide the appropriate course of action.

7. Dispute Resolution: Any disputes regarding the guarantee will be handled through mediation.

8. Amendments: Terms and conditions are subject to change with prior notice.

9. Contact Information: For claims or inquiries, contact [email protected].

1. Definition: The Best Price Guarantee ensures our clients receive the most competitive pricing for cleaning services in the area.

2. Price Match Criteria: To qualify for a price match, clients must present a lower quote for equivalent services from a competitor.

3. Verification: We reserve the right to verify the authenticity of the competitor’s quote.

4. Exclusions: Quotes from non-licensed or non-insured service providers are not eligible.

5. Timeframe: Price match requests must be submitted within 5 days of receiving our quote.

6. Limitations: The guarantee is applicable only to services of similar scope, quality, and terms.

7. Adjustment: If a price match is approved, we will adjust our quote to beat the competitor’s price by a specified percentage.

8. Final Decision: We reserve the right to make the final decision on any Best Price Guarantee claims.

9. Changes to Terms: These terms are subject to change at our discretion, with appropriate notice provided.

Superior Cleaning and Pest operates under strict adherence to Australian Consumer Law, accessible for more details at www.consumer.gov.au. Our services are provided with the assurance that any potential refund or credit due to contested service quality or standards will be calculated based on the completed portion of the service, deducting any administrative fees, and refunded using the original payment method. A non-refundable booking fee of $120 is required to secure our services, with payments accepted through various methods including credit/debit card, cash (by prior arrangement), or Electronic Funds Transfer. Full payment is expected before the commencement of services, except for pre-authorised trading account customers. Late payment fees of $60 apply after 14 days post-service completion, escalating at a 10% annual rate for each week of continued delay. Cancellation or rescheduling within 48 hours of the booked service incurs fees, and Superior Cleaning and Pest reserves the right to impose same-day cancellation charges if service conditions at the premises are deemed unsafe or lack reasonable access. Superior Cleaning and Pest is not liable for any damages to the premises, including those resulting from standard cleaning methods or the inherent condition of the premises’ components, such as age, fragility, or wear and tear. Responsibility for reporting specific cleaning requirements lies with the customer, and any damages caused during the service that are attributable to Superior Cleaning and Pest must be reported within 48 hours with adequate evidence for consideration of rectification. Complaints regarding services should be filed within 48 hours post-service through email or surface mail, including comprehensive details and suggested resolutions, to ensure prompt and appropriate handling.

You agree to allow us to photograph the premises before, during, and after service for quality assurance and marketing purposes, unless explicitly revoked in writing prior to service commencement.

We are not liable for service delays or failures caused by events beyond our control, such as natural disasters, pandemics, or government actions.