Terms & Conditions

1. By booking our services online or over the phone, you agree to be bound by our Terms & Conditions. It is the customer’s responsibility to review our service inclusions and terms before confirming a booking.
2. 100% Satisfaction Guarantee – We stand by the quality of our cleaning services with a 7-working-day guarantee after job completion. However, any concerns raised after this period will not be our responsibility. Refunds are not provided.
3. Dirty Properties – If a property is excessively dirty, the satisfaction guarantee will be voided, and full payment is required upfront.
4. Quotes & Pricing – Customers must provide accurate details about the property at the time of quoting. If the property requires more time than estimated due to its condition, additional charges may apply.
5. Vacate Cleaning Conditions:
   • The property must be completely empty before we start cleaning—no furniture, rubbish, or dishes left behind.
   • Any item that cannot be vacuumed with a regular vacuum cleaner is considered rubbish and must be removed.
   • For extremely dirty properties, we reserve the right to switch to an hourly rate if the cleaning time required is unpredictable.
6. No Power/Water Impact – If electricity, lighting, or hot water is unavailable, cleaning quality may be compromised, and we will not be liable for the results.
   • If our carpet cleaner arrives and finds no power, a $60 call-out fee will apply.
7. Booking Deposit – In certain cases, a non-refundable deposit or full prepayment may be required.
8. Moving Out While Cleaning – If you are still moving out when the cleaner arrives, the cleaner will wait outside for safety reasons. This waiting time will be charged at $40 per hour in addition to the quoted price.
9. Wall Spot Cleaning –
   • We provide a complimentary 30-minute wall spot cleaning, which is usually enough for an average-sized property in normal condition.
   • For walls requiring extra attention, a separate quote will be provided.
   • We do not clean wardrobe walls, ceilings, or deep-clean entire walls with sugar soap. If walls are significantly damaged or scratched, we recommend hiring a painter rather than attempting excessive cleaning, which can damage paint.
10. Scuff Marks – We do not scrub scuff marks from doors, skirting boards, walls, or timber surfaces to prevent paint damage.
11. Fully Furnished Properties – We only clean accessible areas in furnished properties. Moving furniture, cleaning behind/under appliances (e.g., fridge or washing machine), or heavy lifting is not included unless specified in advance for an additional fee.
12. Pre-existing Damage – If we encounter broken, loose, or damaged fixtures (e.g., cupboards, blinds, light fittings, door handles), we are not responsible if these items become detached or break further during cleaning. Please inform us in advance of any fragile areas.
13. Blinds – We only perform basic dusting on blinds. Professional blind cleaning may be required for greasy or extremely dirty blinds.
14. Steel Fixtures – Old, scratched, or mouldy steel fixtures may have cleaning limitations. We will do our best but cannot guarantee full restoration.
15. Window Tracks & Exterior Sliding Door Tracks – These require significant effort and will incur an extra charge.
16. No Outdoor Cleaning – We do not clean exterior areas, including front doors, alfresco areas, window frames (inside or outside), decking, courtyards, or gardens. Small balcony floors can be cleaned for an additional fee.
17. Move-in Cleaning – A 50% non-refundable deposit is required for move-in cleaning bookings.
18. Cancellations & Changes – A 48-hour notice is required for rescheduling or cancellations. A $50 call-out fee will be charged for late cancellations. Move-in cleaning bookings are non-refundable.
19. Not Included in Vacate Cleaning – We do not clean curtains, ceilings, balconies, patios, window frames, door tracks, floor grout, or outdoor areas. Hard floors will be vacuumed and mopped only.
20. Mould Removal –
    • We clean bathroom mould, but if mould has penetrated silicone or grout, it may not be fully removable.
    • Cleaning mould from ceilings, walls, or large areas requires a separate quote, and for extensive mould issues, we recommend professional remediation.
21. Oven Cleaning –
    • We do not dismantle ovens (e.g., remove glass).
    • If an oven has heavy carbon build-up, full stain removal may not be possible.
22. Balcony & Outdoor Cleaning – Not included in our service.
23. Key Collection & Drop-off – Additional charges apply for collecting or returning keys.
24. Access & Safety Restrictions –
    • We do not clean hard-to-reach or unsafe areas.
    • We do not dismantle exhaust fans, air conditioners, ovens, or dishwashers to clean inside.
    • Duct cleaning is a separate service.
25. Payment Methods – We accept cash and VISA/MasterCard. If a client is absent at job completion, full payment in advance is required. A 2% surcharge applies to credit card payments.
26. Rebooking After No-Show – If a client cancels last minute and later wants to rebook, a 50% non-refundable deposit will be required.
27. Carpet Stains –
    • Some stubborn stains may not come out, especially if carpets were not regularly cleaned.
    • Steam cleaning results depend on carpet condition.
28. Pre-vacuuming Charge – Our steam cleaning does not include pre-vacuuming. If needed, we charge $10 per room, or more if pet hair is present. If the client chooses to pre-vacuum, it must be done thoroughly, or cleaning quality may be affected.
29. Pet Hair – Best Bond Cleaning Melbourne does not guarantee 100% pet hair removal. Hair embedded in carpet fibers can be extremely difficult to extract.
30. No Lift Access – Extra fees apply if heavy equipment needs to be carried upstairs without a lift. Notify us at the time of booking if your property is on higher floors without elevator access.
31. Parking – Parking must be provided and paid for in CBD locations or where necessary.
    • If we cannot find parking, we may cancel the job.
32. Customer Behavior – We reserve the right to refuse service if a customer is rude, aggressive, or if the property is excessively dirty beyond what can be cleaned to an acceptable standard.
33. Discoloration Issues –
    • We use Australian-standard cleaning chemicals.
    • If grime, grease, or food splashes reveal discoloration after cleaning, we are not responsible.
34. Window Cleaning – Not included in vacate cleaning. We charge $10 per standard window (1m x 2m). Some hard-to-remove fly screens may be skipped.
35. Fly Screens – Basic dusting only; deep cleaning is available for an extra charge.
36. Furnished Properties – The customer must ensure access to all areas that need cleaning.
37. Issue Resolution –
    • If an issue arises, notify us with photos.
    • We will return once within 7 working days if needed, but only one visit is covered. Further visits incur extra charges.
38. Kitchen Cleaning – We do not clean unsealed areas on top of cabinetry.

By booking with Best Bond Cleaning Melbourne, you agree to these terms.