Terms & Conditions

1. Bookings

Bookings are subject to availability and are not confirmed until the required booking deposit has been received and confirmation has been issued by C & O Cleaning Co.

Customers are responsible for providing accurate information when booking, including the property size, number of bedrooms and bathrooms, property type and the service required.

If information supplied at the time of booking is materially inaccurate or the requested work falls outside the scope of the selected package, we will discuss the available options with you before undertaking additional work.

2. Pricing

Package prices are fixed according to the service and property size selected at the time of booking.

The package price covers the services listed as included within the selected package.

Optional additional services are charged separately and will be clearly communicated before being added to your booking.

Where significant additional cleaning is required due to circumstances outside the standard scope of the booked package, including excessive build-up, excessive pet hair, adhesive or residue removal, or other unusually time-intensive conditions, any additional work and associated charge will be discussed and agreed with you before that additional work is undertaken.

C & O Cleaning Co. will not add additional charges without discussing them with you first.

3. Booking Deposit

A 20% booking deposit is required to secure your booking. The deposit is collected at the time of booking online.

The deposit forms part of the total service price and will be deducted from the remaining balance.

A booking is not confirmed until the deposit has been successfully received.

4. Cancellations

We understand that circumstances can change.

Customers may cancel their booking by providing at least 48 hours' notice before the scheduled service.

Where less than 48 hours' notice is provided, the booking deposit may be retained to compensate for the reserved booking time, subject to applicable consumer law.

5. Rescheduling

Bookings may be rescheduled with at least 48 hours' notice, subject to availability.

Where less than 48 hours' notice is provided, C & O Cleaning Co. may treat the change as a late cancellation.

We will make reasonable efforts to accommodate changes but cannot guarantee that an alternative preferred date will be available.

6. Cancellation by C & O Cleaning Co.

In circumstances where we are unable to attend a confirmed booking, we will contact you as soon as reasonably possible.

You may choose to reschedule the service or receive a refund of any amount paid for services that have not been provided.

6a. Community Rate

A reduced Community Rate of $70 for a 2-hour Regular Clean is available exclusively to those whose primary income is the Aged Care Pension or Disability Support Pension.

This rate is available on a weekly or fortnightly basis. Proof of eligibility may be requested prior to or at the time of service.

Misrepresentation of eligibility may result in cancellation of the booking and recovery of the full standard rate.

7. Payment

The remaining balance is due on completion of the service.

Accepted payment methods will be communicated at the time of booking.

Additional services agreed to during the booking or before/during the clean will be added to the final amount.

8. Property Access

Customers must ensure that C & O Cleaning Co. can safely access the property at the agreed time.

Access arrangements may include the customer being present, collection/access to a key, lockbox instructions or another arrangement agreed in advance.

If we are unable to access the property at the scheduled time, we will attempt to contact you. If access cannot be provided within a reasonable timeframe, the booking may be treated as a late cancellation.

Any keys, access codes or security information provided to us will only be used for the purpose of providing the booked service.

9. Electricity & Water

The property must have safe access to running water and electricity for the duration of the service unless otherwise agreed.

This is particularly important for End of Lease/Vacate cleans.

If essential utilities are unavailable and prevent us from reasonably completing the booked service, we may need to modify, reschedule or discontinue the service.

10. Customer Responsibilities

Before the service begins, customers should:

• remove or secure valuables, cash and highly fragile items;
• advise us of known damaged, loose, unstable or delicate surfaces/items;
• provide safe and reasonable access to areas included in the service;
• disclose known hazards that may affect our ability to work safely;
• ensure personal belongings do not unnecessarily prevent access to areas being cleaned, where relevant to the selected package.

We are not responsible for ordinary deterioration, pre-existing damage or defects that were present before cleaning commenced.

11. Fragile, Delicate & High-Value Items

Customers should identify any particularly fragile, delicate, sentimental or high-value items before cleaning begins.

Where we reasonably believe cleaning an item or surface presents an unacceptable risk of damage, we may decline to clean it.

12. Pets

Pets should be safely secured where necessary to allow the service to be completed safely and efficiently.

Customers must advise us before the booking if animals will be present at the property.

C & O Cleaning Co. may decline to enter or continue working in an area where an animal presents a safety risk.

13. Cleaning Products & Equipment

Unless otherwise agreed, C & O Cleaning Co. will provide the cleaning products and equipment reasonably required to perform the booked service.

Customers should advise us before the service of any known sensitivities or surfaces requiring specific cleaning products or methods.

If a customer requests that we use a customer-supplied product, we may decline to use it if we consider it inappropriate or unsafe.

14. Package Inclusions

Each cleaning package has its own specified inclusions.

Customers should review the inclusions of their selected package before booking.

Work that is not listed as included in the selected package may be available as an additional service or may fall outside the services offered by C & O Cleaning Co.

15. Services We Do Not Provide

Unless specifically agreed otherwise, C & O Cleaning Co. does not provide:

• ceiling cleaning;
• mould treatment or removal;
• exterior cleaning, including exterior windows and outdoor areas;
• pest or flea treatments;
• gardening;
• repairs, maintenance or painting;
• rubbish removal;
• hazardous or biohazard cleaning; or
• cleaning of unsafe or inaccessible areas.

We reserve the right to decline any work that falls outside our advertised services or cannot reasonably be performed safely.

16. High & Inaccessible Areas

Cleaning will only be undertaken where areas can be accessed safely using appropriate equipment and methods.

We will not undertake work that requires unsafe climbing, unsafe positioning or access to areas that we reasonably consider hazardous.

17. Existing Damage

C & O Cleaning Co. is not responsible for pre-existing damage, wear and tear, deterioration, staining, discolouration or defects that cannot reasonably be attributed to the cleaning service.

Where significant existing damage is identified before or during a clean, we may photograph or otherwise document the condition for our business records.

18. Accidental Damage & Breakages

We take reasonable care while working in your property.

If we cause accidental damage during the provision of a service, please notify us as soon as reasonably possible.

We will assess the circumstances and, where appropriate, address the matter directly and/or through our insurer.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

19. Stains, Marks & Permanent Damage

While we will make reasonable efforts to achieve the best possible cleaning result, we cannot guarantee that all stains, marks, discolouration, mineral deposits, mould staining, wear, damage or permanent surface changes can be removed through cleaning.

Some marks may be permanent or may require specialist treatment outside the services offered by C & O Cleaning Co.

20. Carpet Stain Treatment

Where carpet stain treatment is selected, we will make reasonable efforts to treat the affected area.

Complete stain removal cannot be guaranteed, particularly where staining is permanent, has previously been treated, has affected carpet fibres or backing, or cannot safely be treated further.

21. End of Lease / Vacate Cleaning

Our End of Lease/Vacate Clean will be completed according to the inclusions listed for that package. The property must be completely vacant and cleared of furniture, personal belongings and rubbish before the clean begins.

Customers are responsible for reviewing any cleaning requirements provided by their landlord or property manager and advising us of any unusual or additional requirements before the service.

A cleaning service does not guarantee the return of a rental bond, as bond decisions can involve matters unrelated to cleaning and are outside our control.

22. Re-Cleans / Cleaning Concerns

If you believe an area included in your booked package has been missed or has not been completed to the agreed standard, please contact C & O Cleaning Co. within 48 hours of completion.

• areas or services not included in the original package;
• permanent stains or damage;
• issues caused after the clean was completed;
• additional cleaning requested by a landlord/property manager that was outside the booked scope; or
• matters that cannot reasonably be rectified through cleaning.

We may request photographs or other information so we can assess the concern.

Where we determine that an included area was genuinely missed or requires reasonable rectification, we will arrange an appropriate remedy.

A re-clean does not apply to:

23. No Guarantee of Specific Outcomes

Cleaning results can be affected by the age, condition and material of surfaces and the nature and duration of staining or build-up.

We do not guarantee restoration of surfaces to an original or "as new" condition.

Nothing in this clause limits any guarantee or right that applies under Australian Consumer Law.

24. Photos

C & O Cleaning Co. may take photographs before, during or after a service where reasonably required to document property condition, existing damage, work completed or a customer concern.

Photographs taken for business records will be handled appropriately.

Marketing photographs will not be published without the customer's permission.

25. Health & Safety

Customers must disclose any known hazards that may reasonably affect our safety before the service begins.

This may include hazardous substances, sharps, bodily fluids, significant mould, pest infestations, unsafe electrical conditions, aggressive animals or structural hazards.

C & O Cleaning Co. may refuse to commence or may stop work where we reasonably believe continuing would present an unacceptable health or safety risk.

26. Right to Refuse or Stop Service

We reserve the right to refuse, suspend or discontinue a service where:

• the property presents an unreasonable safety risk;
• the requested work is outside our advertised scope;
• appropriate property access has not been provided;
• the customer engages in threatening, abusive or inappropriate behaviour; or
• circumstances prevent the service from being performed safely or lawfully.

Where this occurs, any payment/refund will be dealt with having regard to the work already performed, the circumstances and applicable consumer law.

27. Complaints

If you have a concern about your service, please contact C & O Cleaning Co. as soon as reasonably possible so we have an opportunity to investigate and resolve the matter.

We aim to deal with concerns fairly and reasonably.

28. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that applies under the Australian Consumer Law.