The Coastal Cleaning Co. – Terms & Conditions

I. Booking Accuracy & Property Condition

All services, pricing, time allocations, and any satisfaction guarantee are strictly based on the information and specific tasks provided at the time of booking and the condition of the property as disclosed by the client. The client is fully responsible for honestly and accurately disclosing the property’s condition, including any clutter, debris, pet hair, build-up, appliances, or other factors that may affect cleaning time. The estimate provided at booking is based solely on this information. It is the clients responsibility to confirm the estimate and the scope of the clean are accurate upon confirming a booking.

If the property condition differs from what was disclosed, including excessive dirt, dust, pet fur or hair, inaccessible or cluttered areas, unlisted rooms or appliances, or post-construction/renovation debris — The Coastal Cleaning Co. reserves the right to adjust pricing, reclassify the service, charge additional time, or decline to proceed. Variations arising from inaccurate or incomplete information are the responsibility of the client and are not grounds for dispute, refund, or compensation.

II. Property Requirements

2.1 Utilities: Hot running water, electricity, and adequate lighting must be available. Air-conditioning may need be used to ensure safe and comfortable working conditions. If conditions are unsafe or utilities unavailable, The Coastal Cleaning Co. may suspend or terminate the clean. Cleaning may be rescheduled once conditions are safe.

2.2 Surface & Floor Access: All surfaces and floors must be reasonably clear and accessible. Excessive clutter, personal items, or large/heavy obstacles may render areas inaccessible. Cleaning will only occur on exposed and reachable areas. No discount or refund applies for inaccessible areas.

2.3 Safety: The Coastal Cleaning Co. reserves the right to decline cleaning of any area or property deemed unsafe, unhygienic, or hazardous.

2.4 Ovens: Oven cleans include the interior of the oven and up to two oven racks as a standard clean. Excessive oven accessories are not included in a standard oven clean and may incur addition fees. Ovens and oven accessories that are heavily stained, poorly maintained or difficult to clean may never be reverted to their original condition.

III. Health & Safety

Staff cannot clean or come into contact with human or animal bodily fluids (faeces, urine, vomit) due to health risks. The Coastal Cleaning Co. may refuse service or entry to properties that pose a health or safety risk.

IV. Booking Duration

Clients are responsible for allowing sufficient time for the clean. If less time is booked than recommended on the estimate, cleaning may be incomplete and no refunds or discounts will be given.

V. Payment Terms

Invoices are due on the day of service. A $10 late fee per day applies to overdue invoices until full payment is received.

VI. Client Responsibility

Once cleaning is complete and staff have left, The Coastal Cleaning Co. is no longer responsible for the property. The client is responsible for securing the property upon the completion of the clean.

Surfaces and spaces being used, touched or walked through during or after the clean may affect results. The company is not required to re-clean areas that have been used by anyone entering or moving through the property.

It is the clients responsibility to remain vigilant of wet floors throughout the home during the clean. We recommend an empty home to prevent any accidental slips or falls.

The Coastal Cleaning Co. recommends refraining from scheduling cleans during other appointments with visitors in the home, such as real estate inspections, photographers, tradespeople, or gatherings, as the company may not be able to complete works to a high standard in a busy, distracting or limiting environment. The company is not responsible for re-cleaning or re-touching surfaces with marks, dirt, dust, hand-prints, foot-prints or shoe-prints brought through the home during the clean by the client or any visitors.

VII. Access Requirements

Incorrect, unclear, or missing access instructions may result in reduced cleaning time, additional charges, or time spent waiting being deducted from the booked clean. It is the clients responsibility to allow the company access to the property no later than the booking start time. Access includes but is not limited to; gate codes, door codes, key locations, and intercom instructions.

VIII. Photos for Quality Assurance

Staff may take before and after photos for internal quality assurance. Clients may opt out by notifying the company in advance.

IX. Linen Changes

Clients must provide clean, dry linen for any included bedding changes. Washing or drying used bedding during the clean is not guaranteed.

X. Promotions

Discount codes are valid for one-time use and cannot be combined with other offers.

XI. Short Notice Bookings

A $50 surcharge applies for bookings made less than 24 hours in advance.

XII. Cancellation, Reschedule & No-Show Policy

12.1 Cancellations

  • 48 hours’ notice: No fee

  • Less than 48 hours’ notice: 100% of total invoice applies

12.2 Reschedules

  • Client-initiated, more than 24 hours’ notice: No fee

  • Client-initiated, less than 24 hours’ notice: 25% of total invoice may apply

  • Company-initiated: No fee; reschedule offered

12.3 No-Shows

  • Client: 100% of total invoice applies; reschedule fees may apply

  • Company: No charge; clean rescheduled

XIII. Bond Return Responsibility

The Coastal Cleaning Co. does not guarantee bond returns. Bond decisions are made by the property manager or real estate agency and are not up to The Coastal Cleaning Co. Clients must communicate specific cleaning requirements before the clean. Bond cleans are complete according to the scope provided at the time of the estimate. Misrepresentation of the condition of the property may result in additional charges or rescheduling. Cleaning does not include repairs, restoration, or rectification of damage beyond professional cleaning scope.

XIV. Final Booking Responsibility

The client is responsible for clearly advising any particular requirements and confirming the scope of the clean, including the rooms to be cleaned, and add-ons. Our cleans are complete according to the scope, time on the premises are approximates only.