Terms & Condition

Last Updated: March 2026

Welcome to Christel Clear Cleaning. These Terms and Conditions of Service (“Terms”, “Agreement”) govern the relationship between Christel Clear Cleaning (“we”, “us”, “our”, or the “Company”) and you, the client (“you”, “your”, or the “Customer”).

By engaging our services, booking an appointment, or interacting with our website, you acknowledge that you have read, understood, and agreed to be legally bound by these Terms and Conditions in their entirety. If you do not agree with any part of these terms, you must not use our services.

1. Acceptance of Terms

1.1. These Terms constitute a legally binding agreement between you and Christel Clear Cleaning. 1.2. The booking of our services, whether made via phone, email, WhatsApp, website contact form, or any other method of communication, constitutes your full acceptance of these Terms and Conditions. 1.3. We reserve the right to amend, modify, or update these Terms at any time without prior written notice. The most current version of the Terms will always be applicable to your scheduled service. Continued use of our services following any changes indicates your acceptance of the new Terms.

2. Definitions

2.1. “Company” refers to Christel Clear Cleaning, operating out of Blackalls Park, NSW, and its authorized employees, contractors, and representatives. 2.2. “Customer” refers to the individual, business, or entity who books the cleaning service and is responsible for payment. 2.3. “Service” refers to the specific cleaning tasks, packages, or custom jobs agreed upon between the Company and the Customer, including but not limited to Residential Cleaning, End of Lease Cleaning, Pre-Sale Cleaning, and Aged Care Support. 2.4. “Premises” refers to the property, home, apartment, office, or physical location where the Services are to be carried out. 2.5. “Quotation” or “Quote” refers to the estimated cost provided to the Customer for the Services based on the information provided by the Customer.

3. Booking, Quotations, and Scheduling

3.1. Accuracy of Information: When requesting a quote, you are required to provide accurate and truthful information regarding the size, condition, and specific requirements of the Premises. This includes disclosing the correct number of bedrooms, bathrooms, living areas, and the overall level of dirt or clutter. 3.2. Estimates: All initial quotes provided via phone, email, or WhatsApp are strictly estimates based on the information you provide. They are not fixed guarantees. 3.3. On-Site Adjustments: Upon arrival at the Premises, our cleaning team will conduct a brief walkthrough. If the condition of the property is significantly different, more heavily soiled, or larger than initially described, we reserve the right to adjust the quote accordingly before commencing work. 3.4. Right of Refusal: If you do not accept the revised quote, we reserve the right to cancel the service, and a cancellation fee may apply. We also reserve the right to refuse service if the property poses a health or safety risk to our staff. 3.5. Minimum Booking: All our services are subject to a minimum booking duration or a minimum call-out fee, which will be communicated to you during the quoting process.

4. Pricing, Invoicing, and Payment Terms

4.1. Pricing Structure: Our pricing is based either on a flat-rate package (such as End of Lease cleans) or an hourly rate (for customized or ongoing residential support). 4.2. Additional Fees: Unless specifically included in your written quote, extra services such as carpet steam cleaning, exterior window cleaning, deep oven cleaning, or rubbish removal will incur additional charges. 4.3. Parking and Tolls: If free parking is not available within a reasonable distance from your Premises, the cost of paid parking will be added to your final invoice. If our team must incur toll charges specifically to reach a geographically isolated property, this may also be discussed and added. 4.4. Payment Methods: We accept payments via bank transfer, credit card, and cash. All electronic payments must be cleared according to the terms on the invoice. 4.5. Payment Timeline for One-Off Cleans: For End of Lease, Pre-Sale, and one-off deep cleans, payment is strictly due upon completion of the service on the same day, unless a prior arrangement has been made in writing. 4.6. Payment Timeline for Regular Cleans: For recurring residential or aged care clients, invoices will be issued on a weekly or fortnightly basis (depending on the service schedule) and are strictly payable within 7 days of the invoice date. 4.7. Late Payments: Failure to pay invoices by the due date may result in a late payment fee. Christel Clear Cleaning reserves the right to suspend future services until all outstanding balances are settled. 4.8. Debt Collection: If an invoice remains unpaid for an extended period, we reserve the right to forward the account to an external debt collection agency. The Customer will be liable for all costs associated with debt recovery, including collection agency fees, legal fees, and court costs.

5. Cancellations, Rescheduling, and Lockouts

5.1. Client Cancellations: We understand that circumstances change. However, we require a minimum of 48 hours’ notice for the cancellation or rescheduling of any standard residential service, and 72 hours’ notice for large jobs such as End of Lease or Pre-Sale cleans. 5.2. Late Cancellation Fees: Cancellations made within 24 to 48 hours of the scheduled appointment time will incur a cancellation fee equal to 50% of the quoted service amount. Cancellations made with less than 24 hours’ notice, or on the day of the service, will be charged at 100% of the quoted service amount. 5.3. Lockouts: A “lockout” occurs if our team arrives at the Premises at the scheduled time but is unable to gain access due to the Customer’s failure to provide keys, incorrect access codes, or no one being present to open the property. In the event of a lockout, the Customer will be charged 100% of the scheduled service fee to compensate for lost time and travel expenses. 5.4. Company Cancellations: Christel Clear Cleaning reserves the right to cancel or reschedule a service due to unforeseen circumstances, including staff illness, vehicle breakdowns, or extreme weather conditions. We will make every effort to notify you as early as possible and reschedule your service to a mutually convenient time.

6. Access to the Property and Preparation

6.1. Providing Access: You are responsible for ensuring that our cleaning team has unhindered access to the Premises at the scheduled time. This includes providing functioning keys, accurate alarm codes, and specific instructions for security gates or building concierges. 6.2. Alarm Systems: If your property has an alarm system, please ensure it is disarmed prior to our arrival, or provide us with the correct code and instructions. We will not be held liable for any fees associated with false alarms triggered during our service. 6.3. Property Preparation: To ensure we can clean efficiently and provide you with the best value, we request that you pick up clothing, toys, and excessive clutter from the floors and surfaces before we arrive. 6.4. Utilities: For End of Lease and Pre-Sale cleans, the property MUST have active electricity and running hot and cold water. If utilities are disconnected, we cannot perform the service to our required standard, and a cancellation/rescheduling fee may apply. 6.5. Safety of Pets: We love animals, but for the safety of our staff and your pets, we require that all pets (especially dogs) be secured in a safe area, crate, or separate room while we are cleaning. We do not clean up animal waste, litter boxes, or pet bodily fluids.

7. Scope of Services and Exclusions

7.1. Standard Equipment: Christel Clear Cleaning provides all necessary professional-grade cleaning equipment, tools, and eco-friendly supplies required to complete the job. If you require us to use your specific cleaning products, you must inform us in advance and assume all liability for any damage caused by those products. 7.2. Heavy Lifting: For health and safety reasons, our staff are not permitted to move heavy furniture or appliances (weighing more than 15kg). If you require cleaning behind heavy items like refrigerators, washing machines, or large sofas, you must move them prior to our arrival. 7.3. Working at Heights: Our staff are strictly prohibited from using ladders higher than a standard two-step step ladder. We will clean windows, ceilings, and fixtures only to the extent they can be reached safely using a step ladder or an extension pole. 7.4. Exclusions: Unless explicitly agreed upon in writing beforehand, our standard services do not include:

Cleaning of biohazards (including human/animal excrement, blood, or vomit).
Removal of extensive mold or asbestos.
Pest control or cleaning of extensive insect/rodent infestations.
Cleaning of external windows above the ground floor.
Deep carpet steam cleaning (available as a separate service).
Cleaning of delicate chandeliers or highly fragile light fixtures.
Landscaping or heavy rubbish removal (light garden assistance is available if booked specifically).

8. Health, Safety, and Working Environment

8.1. Safe Workplace: Christel Clear Cleaning is committed to providing a safe working environment for our staff. We reserve the right to immediately terminate a service and leave the Premises if our staff feel unsafe, threatened, harassed, or if the property presents a severe health hazard. 8.2. Hazardous Materials: You must disclose the presence of any hazardous materials, including broken glass, exposed wiring, chemical spills, or biohazards, prior to our arrival. If our team discovers undisclosed hazards, they will not clean that specific area, and we will notify you immediately. 8.3. Climate Control: For the health and well-being of our staff, we request that the Premises be kept at a reasonable temperature. If the property is excessively hot (especially during Australian summers in empty end-of-lease homes) or excessively cold, please allow our team to utilize the air conditioning or heating systems while they work.

9. End of Lease & Bond Return Guarantee

9.1. The Guarantee: Christel Clear Cleaning offers an End of Lease Bond Return Guarantee for the cleaning portion of your tenancy agreement. We guarantee that the standard of cleaning will meet real estate requirements. 9.2. Conditions of Guarantee: This guarantee applies only if the property has been completely vacated of all furniture and personal belongings prior to our arrival. 9.3. Reporting Issues: If your real estate agent or landlord is unsatisfied with the cleaning, you must notify us in writing within 72 hours of the service completion, providing the official real estate exit report and photographs of the specific areas of concern. 9.4. Free Reclean: Upon receiving a valid report within the 72-hour window, we will return to the property free of charge to rectify the specific cleaning issues identified by the agent. 9.5. Exclusions to the Guarantee: The guarantee strictly covers cleaning issues. We are not responsible for, and will not return to fix:

Pre-existing damage, wear and tear, or permanent stains (e.g., stained carpets, damaged blinds, chipped paint).
Areas that were explicitly excluded from the original quote (e.g., if you opted out of exterior window cleaning or deep oven cleaning).
Dust or dirt that has settled in the days following the clean, especially if renovations, tradespeople, or moving processes occurred after we finished.
Any issues reported after the 72-hour window has expired.

10. Damages, Breakages, and Loss

10.1. Duty of Care: Our team is trained to treat your home and belongings with the utmost care and respect. However, accidents can occasionally happen. 10.2. Reporting Damage: Any damage, breakage, or loss believed to be caused by our staff must be reported to Christel Clear Cleaning in writing within 24 hours of the service completion. Reports made after 24 hours will not be accepted, as we cannot verify how the damage occurred after we left the premises. 10.3. Liability Exclusions: We are not liable for damage resulting from:

Pre-existing wear and tear, faulty installation, or structural weaknesses.
Items that were improperly secured (e.g., heavy mirrors or art pieces hung with temporary hooks, loose shelving).
Extremely fragile items left out in the open (we ask that you secure highly sentimental or fragile items prior to our arrival). 10.4. Resolution: In the verified event that our staff is responsible for damage, we will, at our sole discretion, opt to repair the item, replace the item with one of comparable value, or provide a credit for the fair market depreciated value of the item.

11. Quality Guarantee and Complaints Policy

11.1. Commitment to Quality: We pride ourselves on delivering an above-and-beyond service. If you are not completely satisfied with a standard residential or aged care clean, you must contact us within 24 hours of the service. 11.2. Resolution Process: We do not offer cash refunds for completed services. Instead, if a complaint is valid and reported within the 24-hour window, we will return to your property at the earliest available opportunity to re-clean the specific area that did not meet our standards. 11.3. Refusal of Reclean: If you refuse to allow us back into the property to rectify the issue, the complaint will be considered closed, and no refunds or discounts will be provided.

12. Non-Solicitation of Employees

12.1. Investment in Staff: Christel Clear Cleaning invests significant time, resources, and capital into recruiting, background checking, and thoroughly training our professional staff. 12.2. Non-Solicitation Agreement: By utilizing our services, you agree not to directly or indirectly solicit, hire, or engage any of our current or former staff members to provide cleaning services for you outside of Christel Clear Cleaning. 12.3. Placement Fee: This non-solicitation agreement remains in effect during the time you use our services and for a period of twelve (12) months following your last service date. If you breach this clause and hire one of our cleaners directly, you agree to pay Christel Clear Cleaning a placement and recruitment referral fee of $3,500 AUD to compensate for the loss of our employee and training investments.

13. Privacy Policy, Data, and Media

13.1. Data Protection: We take your privacy seriously. Any personal information you provide to us (including names, addresses, phone numbers, email addresses, and payment details) will be kept strictly confidential and used solely for the purpose of providing our services, communicating with you, and processing payments. 13.2. Security of Information: We will not sell, rent, or distribute your personal information to third-party marketing agencies. Keys, lockbox codes, and alarm codes are kept in a secure, encrypted system and are only accessible by authorized management and the specific team members assigned to your property. 13.3. Photography and Media: Our staff may occasionally take “before and after” photographs of specific areas (e.g., a dirty oven before cleaning, and the sparkling oven after). These images are used for internal quality control, proof of service (especially for End of Lease cleans), and occasionally for marketing purposes. 13.4. Anonymity in Media: If we use any photographs for social media or our website gallery, we guarantee that no identifying features of your home (such as family photographs, external house numbers, or sensitive documents) will be visible. If you prefer that no photos are taken of your property for any reason, please notify us in writing before your service begins, and we will entirely respect your wishes.

14. Limitation of Liability

14.1. To the maximum extent permitted by Australian law, including the Australian Consumer Law, Christel Clear Cleaning’s total liability for any claim arising out of or relating to the services provided shall be limited to the total amount paid by the Customer for the specific service in question. 14.2. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of rental income, or emotional distress, arising out of the performance or failure to perform our services. 14.3. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, or any other liability which cannot be legally excluded under the laws of New South Wales.

15. Force Majeure

15.1. Christel Clear Cleaning shall not be considered in breach of this Agreement or liable for any delay or failure to perform our obligations if such delay or failure is due to circumstances beyond our reasonable control. 15.2. Such circumstances (Force Majeure) include, but are not limited to: severe natural disasters (floods, bushfires, storms), pandemics, government lockdowns or restrictions, extreme traffic accidents blocking access, widespread power outages, or sudden unavailability of essential cleaning supplies due to supply chain failures. In such events, we will contact you to reschedule the service as soon as it is safe and possible to do so.

16. Severability and Governing Law

16.1. Severability: If any provision, clause, or part of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the enforceability of the remaining provisions. The invalid provision will be deemed modified to the minimum extent necessary to make it valid, and the rest of the Agreement will remain in full force and effect. 16.2. Governing Law: These Terms and Conditions shall be governed by, construed, and enforced in accordance with the laws of the State of New South Wales (NSW), Australia. Any disputes arising from these Terms or the services provided shall be subject to the exclusive jurisdiction of the courts of New South Wales.

17. Amendments and Updates

17.1. We reserve the right to review and modify these Terms and Conditions periodically to reflect changes in our business operations, legal requirements, or industry standards. 17.2. Updates will be published directly on our website, and the “Last Updated” date at the top of this document will be amended accordingly. It is your responsibility to review these Terms periodically.

18. Contact Information

If you have any questions, concerns, or require clarification regarding any aspect of these Terms and Conditions, please do not hesitate to reach out to our management team. We believe in clear communication and are always happy to discuss your specific needs.

Christel Clear Cleaning 📍

4 King St, Blackalls Park, NSW 2283

📞 Tel: +61 431 488 521 📧

Email: info@christelclearcleaning.com

🕘 Hours of Operation: 9 AM – 5 PM