CleanMasters Terms and Conditions

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• Our Commitment

At CleanMasters, we deliver high-standard, reliable cleaning with the help of experienced professionals. Our team is trained, insured, and equipped to handle both residential and commercial properties. We operate with honesty, transparency, and respect.

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• COVID-Safe Practice

We follow all current government guidelines and have a strict COVID-safe plan. If requested, our cleaners wear masks, gloves, and shoe covers. We ask both clients and team members to prioritise safety, hygiene, and health.

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• Booking Confirmations

All bookings made via CleanMasters website or phone are subject to confirmation based on availability. You will receive a final confirmation from our team.

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• Service Access and Pets

Please ensure our team can access your property at the scheduled time. This may include providing a key, lockbox, or code. Inform us in advance about any pets, their behaviour, and where they will be during the service.

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• Communication and Special Requests

Let us know about any specific needs, priorities, or areas to avoid during your clean. We’re happy to customise your service. Please make sure to do all requests prior to the service.

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• Monthly Site Assessments

For commercial clients, we conduct monthly site inspections to maintain service quality. A supervisor will visit to review standards, support cleaners, and address feedback.

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• Spring Clean Bonus

Ongoing customers enjoy a special 70% discount on a spring clean every six months. Only for commercial customers.

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• Transparent Pricing

You’ll only be charged after your service is completed and you’re satisfied. Any applicable cancellation or access fees will be invoiced separately.

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• Cancellations

Cancelling or rescheduling within 24 hours of your booking may incur a $40 fee. Cancellations within 4 hours or failure to provide access will result in a 40% fee from the total flat rate amount excluding add-ons.

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• Steam Cleaning

For best results, carpets must be vacuumed before steam cleaning. If booked alongside a checklist clean, we will handle the vacuuming. For high-rise buildings, please confirm lift access. If not available, the appointment may be cancelled, and fees may apply.

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• Fresh Start Cleans & Deep Cleans

If a property has not been cleaned in over 4 months, it may require a deeper clean(Fresh Start Clean). If the the property has not been cleaned over 6 months, an "Deep Clean" service will be offered at a higher rate if the team agrees and is properly equipped.

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• Customer Feedback and Satisfaction

If you're not satisfied, contact us within 48 hours with photos. We'll assess the issue and, if needed, provide a re-clean or partial refund. Move-out cleans must be reported within 5 days.

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• Damage Policy

All damage claims must be reported with photos within 2 business days (5 for end-of-lease services). We are not responsible for pre-existing damage or damage to valuables unless clearly proven to be caused by our team. Small repairs may be handled directly by the CleanMasters team. For larger issues, you may need to provide repair quotes.

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• Cleaner Safety and Hot Weather

On hot days (above 35°C), please ensure air conditioning is available. If unavailable, please notify us. If no cooling is available on arrival, your appointment may be cancelled and a fee charged.

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• Photos for Quality Checks

Our team may take photos to document and improve quality. These will never include personal items and are used only for internal purposes. Please inform us in advance if you do not wish for photos to be taken.

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• Respectful Environment

We have trained our cleaners to respect all our customers and also we ask that all clients treat our team with respect. We are committed to creating a safe, positive environment for everyone.

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• Team Structure

We usually send 1-2 cleaners depending on the job size. For ongoing services, we try to allocate the same cleaner. If unavailable, a replacement will be arranged.

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• Chemical and Logbook Management

We keep detailed records of chemical use and cleaner check-ins and check-outs to maintain safety and accountability.

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• Parking

Clients must ensure safe and nearby parking is available. Any parking fees or long walking distances (over 60m) may incur extra charges. Steam cleaning services require parking within 30m.

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• Waiting for Access

Our team will wait up to 15 minutes if access is not available. If still unable to enter, a 50% fee will apply.

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• Photos and Privacy

Your privacy is important. Photos taken are strictly for quality assurance. Let us know in advance if you'd prefer we not take any photos.

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• Contacting Us

Business Hours: Mon–Fri, 9am–5pm
Phone: 1300 123 456
Email: cleanmasters.au@gmail.com
After hours: Please leave an SMS or email. Our team will respond promptly during business hours.

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• Final Note

By using our services, you agree to these terms and policies. We're committed to delivering a quality experience and always welcome your feedback.

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CleanMasters Privacy Policy

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We respect your privacy and are committed to protecting your personal information. This policy explains how we collect, use, store, and protect your data.

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• What We Collect

• Name, contact information, and property access details

• Service preferences, feedback, and any communication with us

• Photos for quality assurance (never including personal items unless permitted)

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• How We Use Your Information

• To deliver, manage, and improve our cleaning services

• To communicate with you about bookings, updates, and promotions

• For internal training, quality control, and safety compliance

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• Your Consent

By using our services, you consent to our collection and use of your information in accordance with this policy.

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• Sharing Information

We never sell your personal data. Your information is only shared with CleanMasters staff or partners as necessary to deliver your service.

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• Storing and Securing Data

We use secure systems and restrict access to your data. We store only what is necessary to provide our services and comply with legal requirements.

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• Access or Correct Your Information

You may request to see, update, or delete your data at any time by contacting us.

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• Policy Updates

We may update this policy as needed. The latest version will always be available on our website.

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• Contact Us

For questions or concerns, please email support@cleanmastersscs.com.au or call 03 8488 7424.