Exit Cleaners' Bond Back Guarantee

At Exit Cleaners, we understand how important it is to secure your full bond refund. That’s why we offer a 72-Hour Bond Back Guarantee for all eligible End of Lease cleans.

This guarantee protects genuine customers whose bond return is at risk due to valid, verifiable cleaning oversights, not for concerns raised late or unrelated to our service scope.

Summary of Key Conditions (Important)

• Issues must be reported within 72 hours of service completion
• Exit Cleaners must be given the opportunity to return and rectify
• Only one re-clean is provided — no refunds or credits
• The property must remain in the same condition after cleaning
• Failure to provide access or accept reasonable availability voids the guarantee

How the Guarantee Works

When you book an End of Lease Cleaning service with Exit Cleaners, your clean is covered by our Bond Back Guarantee, subject to the following conditions:

1. Confirm Cleaning Requirements in Advance

Before booking, confirm all cleaning requirements outlined in your lease or requested by your real estate agent. Ensure these align with our End of Lease Cleaning Checklist (available at exitcleaners.com.au/checklist).

If any additional tasks are required, you must:

• Select them as extras when booking, or
• Notify our team before your appointment for custom confirmation and pricing

2. Inspection & Notification

You have 72 hours (3 days) after the clean is completed to arrange an inspection with your agent and notify us of any issues. You must provide:

• A formal inspection report outlining failed cleaning items
• Clear photographic evidence of each area requiring attention

We will assess the claim and confirm if the issue falls within the original booking scope.

3. Complimentary Re-Clean (Once Only)

If the issue is valid and within scope, Exit Cleaners will return once to re-clean the specific areas at no extra cost. This re-clean must occur within 5 business days, subject to scheduling availability.

All re-cleans are scheduled based on team availability and operational capacity. Specific timing requests or urgency (including key handover deadlines) do not override availability.

Acceptance of the re-clean is required for the Bond Back Guarantee to remain valid.

Conditions That Void the Guarantee

The Bond Back Guarantee will be void if:

• Another cleaner is hired or the issue is resolved by a third party before Exit Cleaners is notified and given the chance to rectify
• The property is altered by tradespeople, agents, or new tenants after our service, impacting cleanliness
• The issue reported is outside the 72-hour window
• The reported concern is not covered in your original booking or our checklist
• The client refuses reasonable re-clean availability offered by Exit Cleaners
• The client fails to provide access to the property at the agreed re-clean time
• The client requests urgent attendance outside of available scheduling and declines the next available time offered

Condition Integrity Requirement

The property must remain in the same condition as at the time of service completion.

If the condition of the property has changed due to:

• occupancy or new tenants
• cleaning by the client or third parties
• movement or placement of furniture or items

Exit Cleaners reserves the right to reassess the scope of work, and the Bond Back Guarantee may be void or treated as a new service.

Client Self-Rectification

If the client chooses to clean, rectify, or alter any reported areas before Exit Cleaners is given the opportunity to attend, those items are no longer eligible under the Bond Back Guarantee.

Late Notice Policy

If an issue is reported after the 72-hour window:

• A $95 late notice fee will apply
• Additional cleaning may be quoted as a new service and is subject to availability

Delayed reporting limits our ability to assess the property condition fairly due to:

• Dust resettlement
• Trades or inspections
• Property access by third parties

Exclusions

This guarantee does not apply to:

• Services not booked or listed on our checklist
• Permanent stains or damage (e.g. mould, rust, smoke, hard water, grease, nicotine)
• Surfaces deemed uncleanable due to material deterioration or age
• Items listed in our Excluded Services List, including walls, ceilings, garages, balconies, or outdoor areas (unless booked separately)
• Situations where rubbish, personal items, or furniture remain at the property
• Properties that are not fully vacant at the time of service

Use of Photos

Photos taken during or after the cleaning are for internal compliance documentation.

Exit Cleaners retains sole discretion over whether these images are shared. Exit Cleaners is not obligated to release them to clients, agents, or third parties, especially in cases where:

• No valid claim has been made
• The 72-hour Bond Guarantee window has expired
• The concern falls outside our service scope

This ensures the integrity of our internal records and protects staff from misuse or retrospective claims.

No Refunds, Only Re-Cleans

This guarantee provides one re-clean only. Refunds or credits are not issued under any circumstances, including where a re-clean is declined, not facilitated, or cannot be completed due to client actions.

Chargeback & Payment Disputes

Where a chargeback or payment dispute is initiated after services have been completed:

• All service records, communications, and photographic evidence will be relied upon
• The Bond Back Guarantee is considered void
• Exit Cleaners reserves the right to recover costs, fees, and administrative expenses associated with the dispute
• All disputes will be assessed and handled in accordance with our Payments & Disputes Policy, Terms and Conditions, and associated service policies

Misuse & False Claims Disclaimer

Exit Cleaners does not tolerate misuse of this guarantee. Any attempt to secure compensation through:

• False claims
• Review threats
• Public defamation
• Escalation without merit

may result in legal action for reputational damage or commercial loss. All communication is documented.

Our Commitment

We take pride in delivering thorough, checklist-aligned end-of-lease cleans that help you secure your bond. Our team is professional, punctual, and trained — and we stand by our service.

This policy ensures fair outcomes for all parties and protects our team and brand from misuse.

Contact

For any questions, visit our full Terms and Conditions or contact our office directly.

• Phone: 1300 964 926 (During business hours)
• Email: hello@exitcleaners.com.au

Final Acknowledgement

By booking any service with Exit Cleaners, customers acknowledge and agree to the terms outlined in this Bond Back Guarantee Policy, together with our Terms and Conditions and associated service policies.

This policy forms part of the service agreement and is relied upon in the event of any dispute, claim, or review of service outcomes.