These Terms and Conditions apply to all agreements between HiFi Cleaning Services and the client. Please read them carefully before making a booking.

General Terms

• These terms apply to all services provided by HiFi Cleaning Services.

• Harassment, abuse, or inappropriate behavior towards staff will not be tolerated. HiFi Cleaning Services may terminate the service without refund if this occurs.

• Terms may change from time to time; the version active at the time of booking applies.

• Neither party is responsible for delays caused by events outside of their control, except for payment obligations.

• These terms are governed by the laws of New South Wales.

Bond Back Guarantee

To qualify for the Bond Back Guarantee:

• Clients must confirm required cleaning standards with their real estate or property manager.

• Any issues must be reported to HiFi Cleaning Services within 48 hours of the service for a free re-clean.

• The guarantee does not cover:

  • Items not included in the original booking or cleaning checklist.

  • Permanent damage, stains, or items that cannot be cleaned.

  • Services that were not booked (e.g., carpet cleaning must be booked separately to be covered).

• Re-cleans are scheduled once a Property Manager’s report with photos is provided and will be completed within 24–72 hours.

• Naturally occurring marks (e.g., dust, water spots) post-cleaning and issues arising from the property not being fully vacant are not covered unless previously agreed.

• Cleaning should be booked after all furniture removal and maintenance work is completed.

Services Not Performed (For Safety Reasons)

For safety and property protection, HiFi Cleaning Services does not:

• Clean chandeliers or replace light bulbs.

• Clean fireplaces.

• Move heavy furniture or appliances.

• Organize dishes or household items.

• Repair grout, silicone, or structural damage.

• Handle bio-hazards (mould, blood).

• Remove odours.

• Perform deep carpet cleaning for excessive pet hair.

• Remove long-term stains on carpets or toilet bowls.

• Clean high areas beyond reach of a small ladder.

Loss and Damage

• Accidental damage must be reported within 24 hours for repair or replacement assessment.

• HiFi Cleaning Services is not responsible for normal wear and tear or damage resulting from poorly assembled fixtures or furniture.

Extremely Messy Properties

• If the property is significantly messier than described, pricing may be adjusted or services may be declined.

• If cleaning is not possible due to undisclosed conditions, a $70 fee will apply.

Bio-Hazards

• Cleaners will clean around bio-hazards but will not touch or remove them.

• The client will be notified if bio-hazards are present.

Safety Considerations

• Cleaners will not move heavy items or clean high or unsafe areas.

• Client cooperation is required to ensure safe working conditions.

Arrival Window

• A one-hour arrival window is provided.

• Clients will be informed if delays occur.

Property Access Requirements

Clients must:

• Ensure clear access to the property.

• Provide water and electricity.

• Ensure other trades or workers do not prevent cleaning. A $70 fee may apply if cleaners are prevented from working.

• Provide clear key instructions if they will not be present.

Access-related fees:

• If cleaners cannot enter the property, a $70 fee may apply.

• A non-access fee of $40 per hour (up to the total service cost) applies if the property is inaccessible at the scheduled time.

• Key pickup/drop-off fees:

  • $40 (1–10 km radius)

  • $60 (11–20 km radius)

Additional requirements:

• Photos may be taken for quality assurance.

• Items over 5 kg must be moved by the client if cleaning behind/under them is required. The Bond Back Guarantee does not apply to these areas otherwise.

• All rubbish must be removed before the service. Rubbish removal is an additional service.

Parking

• The client must ensure parking is available close to the property.

• Any parking fees will be added to the final bill (with prior approval).

• If no parking is available, the service may be rescheduled or cancelled.

Labour Hours

• One cleaner working for one hour equals one labour hour.

• A minimum of three labour hours applies to hourly-rate bookings.

Pricing

• Standard pricing is based on the number of bedrooms and bathrooms.

• Prices may be adjusted if:

  • The property requires significantly more time than estimated.

  • The condition of the property differs from what was described.

  • Additional services or specialized cleaning is required.

All price adjustments will be discussed and approved with the client before continuing.

Rescheduling & Cancellations

• 24 hours’ notice is required to reschedule or cancel a booking.

• Cancellations or changes with less than 24 hours’ notice incur a $70 fee.

• Cancelling upon arrival incurs the full service cost.

• No refunds are provided for cancellations within 24 hours for any reason.

• HiFi Cleaning Services may cancel services if conditions are unsafe or if access is not provided. Same-day cancellation fees may apply.

Payment Terms

• Payment is required before the service date via credit card or bank transfer (unless agreed otherwise).

• Credit card payments will have a hold placed for the full service amount 48 hours prior.

• Bank transfers require:

  • Remittance advice

  • Three business days for clearance

  • Proof of payment at least one day before service

• Failure to make payment may result in booking cancellation.

• Clients are responsible for all legal costs incurred by HiFi Cleaning Services in recovering unpaid invoices.

• Unpaid debts may be referred to a collection agency.

Quotes and Adjustments

Quotes may change if:

• Property size or condition differs from the description.

• Special cleaning requirements are identified.

• Additional costs apply (e.g., parking, key pickup).

• The client changes the scope of work.

• Rubbish removal is needed.

HiFi Cleaning Services may decline to clean items that pose safety risks or cannot be restored due to wear and tear.

If clients decline necessary quote adjustments, affected areas may be excluded from the Bond Back Guarantee.

Claims and Liability

• Refund claims cannot be made after the service is completed or after cleaners leave the property.

• If the client is dissatisfied, they must allow HiFi Cleaning Services to inspect and re-clean before hiring a third party..