IMPORTANT: Your use of our services constitutes your agreement to be bound by these Terms and Conditions. These terms are subject to change at our sole discretion without prior notice. Any amendments will be posted on our website, and it is your responsibility to check this page periodically to stay informed.

1. Interpretation

In these Terms and Conditions:
• “S&G” refers to Sparkling and Gleam Cleaning Pty Ltd, including any authorized contractor approved by S&G.
• “Bond Cleaning Guarantee” means we will return free of charge to rectify any issues raised by the Managing Agent/Real Estate Agent (in accordance with the Residential Tenancies and Rooming Act 2008) within the scope of these Terms and Conditions.
• “Bond Cleaning Standards” refers to the level of cleanliness required for bond release.
• “Cleaner/s” refers to any person providing cleaning services on behalf of S&G.
• “Customer” or “You” refers to any person purchasing services from S&G.
• “Heavily Soiled” refers to excessive grime, dust, or dirt beyond typical residential conditions.
• “Managing Agent” refers to the Real Estate Agent or property manager overseeing the rental.
• “Property” refers to the premises requiring a bond clean.
• “Reasonable Endeavours” means we have made a reasonable effort based on available information at the time.
• “Service/s” refers to any cleaning services requested by the client.
• “Terms and Conditions” refers to this document, including any agreed written modifications.

2. General Provisions

• These Terms and Conditions apply to all contracts for services between S&G and the Customer.
• No other verbal or written agreements override these terms unless confirmed in writing by S&G.
• Inappropriate behaviour towards staff (harassment, intimidation, threats, racism, defamatory remarks, or physical/verbal abuse) will result in immediate termination of services without refund, and legal action may be pursued.

3. Pricing & Quotations

• All quotes provided are estimates only and may be subject to change based on additional factors, including:
• The property has additional rooms or blinds not disclosed by the Customer.
• The property is heavily soiled and requires extra time or chemicals.
• Specialist cleaning services are required (e.g., high windows, hazardous areas).
• Additional costs such as parking fees, key pickup fees, or rubbish removal apply.
• If a cleaning area/item is deemed unsafe, we reserve the right not to clean it without a discount.
• Some areas/items may not be fully cleanable due to wear and tear or permanent staining.

4. Property Access

• The Customer must be contactable at least one hour before the job starts.
• The Customer is responsible for ensuring the cleaners have access to the property.
• If cleaners cannot access the property, a $50/hour non-access fee applies, up to the total cost of the job.
• If re-entry is required due to lack of access, a $70 fee applies.
• Parking must be arranged by the Customer within 5 minutes walking distance of the property.
• Cleaners require unobstructed access to all cleaning areas.
• The Customer must provide electricity and running water during cleaning. Failure to do so voids the Bond Cleaning Guarantee.
• The Customer must remove heavy furniture (over 5kg) if cleaning underneath is required.
• All personal belongings and rubbish must be removed before cleaning begins. Rubbish removal is an additional charge.

5. Job Postponements & Cancellations

• Postponements on the day of service: $70 fee applies.
• Cancellations:
• 5+ days before service: Refund minus a $50 admin fee.
• 1-5 days before service: $70 cancellation fee. Remaining funds must be used within 3 months for the same property.
• Less than 24 hours before service:
• Jobs up to $500: $150 cancellation fee.
• Jobs over $500: $250 cancellation fee.
• If S&G deems the property unsafe or inaccessible, we may cancel or reschedule the job (cancellation fees apply).

6. Payments

• Full payment is required before the start of the service unless agreed otherwise in writing.
• Payment methods: Credit card or bank transfer (must be received at least 1 day prior).
• Late payments:
• Overdue by 1 month: $50 late fee.
• Every additional 3 days overdue: 10% interest per annum applies.
• Debt collection:
• Unpaid invoices may be referred to collection agencies or credit reporting agencies (which may impact credit ratings).
• Additional legal and collection fees are payable by the Customer.

7. Bond Return Guarantee

• We guarantee to re-clean any areas identified by the Managing Agent within 5 days of the initial clean.
• The guarantee only applies to services booked with S&G (e.g., carpets are excluded unless specifically booked).
• The guarantee does not cover certain items (see our cleaning inclusions & exclusions).
• Re-clean requests must be submitted with a Managing Agent’s report.
• The guarantee is void if:
• The property is not vacant after cleaning.
• Additional mess accumulates (e.g., dust, insects, watermarks, etc.).
• The property is inhabited before the agent’s final inspection.

8. Claims & Complaints

• All complaints must be submitted in writing within 24 hours of service completion.
• Complaints must include:
• Customer name & contact details.
• Date of complaint.
• Description of the issue (with supporting evidence).
• If we are not given the opportunity to inspect & re-clean the property, we will not cover third-party cleaning costs.
• We do not offer refunds for change of mind or disputes outside the Australian Consumer Law.

9. Liability & Damages

• We are not liable for:
• Pre-existing damage or wear and tear (e.g., fly screens, light fittings).
• Damage resulting from customer negligence.
• Accidental breakage of fragile/old items.
• Any loss of bond due to issues outside our cleaning services.
• If damage occurs beyond normal wear and tear, the Cleaner and Customer must exchange details for resolution.
• Refrigerator/freezer cleaning: The Customer must defrost in advance.

10. Online Payments & Data Security

• We may use third-party payment processors (e.g., Stripe).
• We do not store financial data such as credit card numbers.
• Payment disputes should be directed to the payment provider.
• We will not store any of your financial data such as passwords or credit card numbers on our website or in our systems – if you provide such details to Stripe or any other the third party payment facility service provider, they will be wholly responsible for appropriate storage of your data and you hold us harmless for any loss or damage you may suffer as a direct result of your use of that gateway or facility.
• We will use best endeavors to provide a third-party payment facility that is reasonably priced, secure and easy to use however we cannot warrant their services, and we reserve the right to change the third-party payment facility service provider at any time with no notice to you.
• If you have an issue with Stripe or any future third-party payment facility, please make contact with us and we may assist where possible to have it resolved.
 
Use of the Website and Prohibited Activities

• You agree not to use the Websiteor any of our social media applications, or in any forum where we are active (or contact any other member of our website) to:
 
1. defame, abuse, harass, stalk, threaten or otherwise offend others.
2. engage in or promote any surveys, contests, pyramid schemes, chain letters, unsolicited e-mailing or spamming.
3. impersonate or create a profile for any person or entity.
4. promote, or provide information about, illegal activities or conduct.
5. promote racism, bigotry, hatred, harassment or any kind of harm against any group or individual.
6. exploit any person under the age of 18, or to solicit information from anyone under 18; or
7. solicit money, passwords or personal information from any person.

You also agree not to:
 
1. Use any robot, spider, or other device or process to retrieve, index, or in any way reproduce or circumvent the navigational structure or presentation of the Website.
2. “Frame” or “mirror” any part of the Website without our prior written authorization.
3. Use code or other devices containing any reference to the Website to direct other persons to any other web page.
4. except and only to the extent permitted by law, modify, adapt, sublicense, translate, sell, reverse engineer, decipher, decompile or otherwise disassemble any portion of the Website or cause any other person to do so.
 
• Unauthorised framing / linking to the Website is prohibited.
• We have no obligation to monitor any User’s engagement with our website, however, we reserve the right at all times to monitor, retain and disclose any information as necessary to satisfy any applicable law, legal requirement, police investigation or governmental request and ensure any User is acting in strict accordance with these Terms of Use and the Privacy Policy.
 
Intellectual Property

• We (or one of our subsidiaries/associates) own and retain all proprietary rights in and relating to the website and any used in our Services. Proprietary rights in and relating to the website and our Services must not be used in any way without our prior written consent.
• Subject to our obligations under Privacy Policyyou grant us the right to use, reproduce, publish, store, modify or transmit, in any form or by any means, in whole or part, your content posted on our social media applications or any forum online or in person when speaking about our Services or S@G in any capacity whether directly or indirectly, and for any purpose. You warrant that you have the right to grant us such rights.
• No person may use, reproduce, publish, store, modify or transmit, in any form or by any means, in whole or part, any content posted or transmitted on our website or any social media pages, other than their own content, without our express written permission.
• If you believe that any content has been posted or transmitted on the website or any social media pages in violation of your rights, please send us an email via the
 
Limitation of Liability and Indemnity

• You acknowledge that you use this website at your own risk.
• You acknowledge that we are not responsible for, and accept no liability in relation to, your use of and conduct in connection with the website in any circumstance.
• You agree to indemnify us for any loss, damage, cost or expense that we may suffer or incur as a result of or in connection with your use of or conduct in connection with the website, including any breach by you of the Terms of Use.
• To the maximum extent permitted by law, we exclude all implied representations and warranties which, but for the Terms of Use, might apply in relation to your use of the Website. In particular, we do not make any representations or warranties that the Website will be uninterrupted or error free. Nor do we make any representation or warranty about the likelihood of any outcomes of your use of the website or Services.
• To the extent that our liability cannot be excluded by law, our maximum liability to you will be limited to the total amount paid by you (if any) for any chargeable Service purchased by you.
• In no circumstances will we be liable for any indirect, punitive or consequential loss or damages; loss of income, profits, goodwill, data, contracts, use of money; or loss or damages arising from or in any way connected to business interruption of any type, whether in tort, contract or otherwise.