Terms and Conditions

IMPORTANT: BY ENGAGING OUR SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS. WE RESERVE THE RIGHT TO MODIFY THESE TERMS WITHOUT NOTICE AT OUR DISCRETION. AMENDMENTS WILL BE POSTED ON OUR WEBSITE AT EXITCLEANERS.COM.AU. PLEASE REVIEW THIS PAGE PERIODICALLY TO STAY INFORMED OF ANY CHANGES.

Exit Cleaners Pty Ltd ABN 456 727 511 01 (we, us or our) offer cleaning services (Services) which you can book via our website, available at https://exitcleaners.com.au/ (Site). 

DEFINITIONS:

In these terms and conditions, the following definitions apply:

1. “Client” or “You” refers to the person or entity purchasing services from Exit Cleaners.
2. “We”, “Us”, or “Exit Cleaners” refers to Exit Cleaners or its authorised contractors.
3. “Services” refers to any cleaning service requested by the Client.
4. “Terms and Conditions” refers to the terms and conditions outlined in this document and any additional conditions agreed upon in writing.
5. “Cleaner” refers to the person performing the service on behalf of Exit Cleaners.
6. “Heavily Soiled” describes a level of dirt, grime, or dust significantly higher than a typical residence.
7. ”Property Manager” refers to the agent overseeing the rental property, such as a real estate agent.
8. “Property” refers to the premises requiring a bond cleaning service.
9. “Bond Cleaning Standards” refers to the level of cleanliness required by the Property Manager to release the rental bond, as governed by the Residential Tenancies Act 2010.
10. “Best Efforts” means Exit Cleaners will make informed decisions based on available information at the time.

GENERAL PROVISIONS:

1. These Terms & Conditions apply to all contracts between Exit Cleaners and the Client and supersede any other documentation or communication from the Client.
2. Exit Cleaners does not tolerate any form of harassment, intimidation, threats, or abusive behavior towards our staff or contractors. We reserve the right to take appropriate action, including legal measures, against any person engaging in such behavior and to terminate services without refund.
3. A detailed list of our bond cleaning inclusions and exclusions can be found on our website.
4. These Terms may be updated periodically. The applicable Terms are those in effect at the time of your Booking.
5. Neither party is liable for delays or failures caused by events beyond reasonable control. This does not include payment obligations.
6. These Terms are governed by New South Wales law, and parties submit to the exclusive jurisdiction of its courts.

BOOKINGS AND SERVICES:

1. By booking a service via the Site, you agree to these terms and conditions (Terms). Your personal information will be managed as per our Privacy Policy.
2. Create a booking by completing our online booking form on the Site, selecting the required Services (end of lease cleaning and any additional extra services), choosing a suitable date and time, providing the address of the Premises, your contact details, and paying through the Site (Booking).
3. Once a Booking is made, we will confirm via email. Each Booking for cleaning Services constitutes a Clean.
4. In exchange for your payment, we will provide the Services as per these Terms, using our staff or contractors (Team).
5. You are required to confirm with your Property Manager which specific cleaning services are required under your lease agreement. If any cleaning requirements under your lease agreement are not covered in our bond cleaning checklist, you must: (a) Select the service on our booking form in the extras section if it’s available there. If it is not, then (b) Notify us at the time of your Booking so that we can confirm if your lease cleaning requirement could be added to your service at an additional cost.

PRICING AND QUOTES:

1. All quotes are estimates based on average house and room sizes.
2. While we strive to provide accurate quotes, they are subject to change if the Client or Exit Cleaners identifies additional factors, such as: a. The property differs from the Client’s description, e.g., extra rooms or different window treatments. b. The property is heavily soiled, requiring additional time or cleaning products to meet bond cleaning standards. c. Certain areas require specialised services or are deemed hazardous. d. Areas or contents fall outside the agreed-upon cleaning schedule. e. The cleaner incurs additional costs, such as parking or key pickup fees. f. The Client alters the original requirements. g. Removal of rubbish or personal belongings is required.
3. Exit Cleaners reserves the right to exclude items or areas that may pose a risk to the cleaner, voiding the Bond Cleaning Guarantee for those specific items or areas.
4. Items subject to normal wear and tear or long-term exposure to grime may be unable to be cleaned and will not be covered under warranty.
5. If a quote variation is necessary, Exit Cleaners will contact the Client for approval.
6. Upon agreeing to the revised quote, the Client authorizes the additional amount to be charged to the provided credit card before the variation work begins.
7. Declining a quote variation may void some or all of the Bond Back Guarantee, which will be communicated to the Client.

PROPERTY ACCESS:

1. The Client must be reachable at all times, especially one hour before the scheduled start time. If the Client cannot be reached, Exit Cleaners will proceed using best efforts, but the warranty may be voided if the job is incomplete due to lack of communication.
2. The Client is solely responsible for providing the Cleaner with access to the property.
3. If the property is inaccessible at the agreed-upon time, the Client agrees to a $50 per hour non-access fee, up to the total cost of the job.
4. The Client must inform Exit Cleaners if they require the Cleaner to pick up a key at least 24 hours before the cleaning service date. Key pickup or drop off within 1-10 km of travel incurs a $39 fee, while key pickup or drop off within 11-20 km of travel incurs a $59 fee. These charges are based on the shortest route calculated by Google Maps.
5. If the property is inaccessible at the scheduled time due to client absence, locked premises, failure to provide access instructions, or failure to supply keys as agreed, this will be treated as a same-day cancellation. In accordance with our Cancellation & Rescheduling Policy, a full-service cancellation fee of up to 100% of the booking total may apply. This reflects the operational loss incurred when a job cannot proceed due to avoidable access issues. Exit Cleaners reserves the right to review each case internally and reduce this fee at its discretion.
6. Cleaners require unobstructed access to all areas of the property included in the service.
7. The Client agrees to allow photographs of the property before, during, and after the service for quality assurance and to document any limitations.
8. The Client must provide access to electricity and running water, which are mandatory for bond cleaning. If these utilities are not available, the Cleaner will do their best, but the Bond Cleaning Guarantee will not apply.
9. The Client must move heavy items (over 5kg) before the service begins, at their own risk and cost, to allow cleaning behind or under these items. Failure to do so voids the Bond Cleaning Guarantee for those areas unless agreed upon in writing.
10. The Client must remove all personal belongings before the service commences. Exit Cleaners will take care but is not responsible for any damage during the service.
11. All rubbish must be removed from the premises, including from drawers, cupboards, and rooms. Exit Cleaners is not responsible for rubbish removal and will not guarantee the bond cleaning in such cases. The Client must contact Exit Cleaners directly to negotiate rubbish removal for an additional fee.

CANCELLATIONS, RESCHEDULING & REFUNDS

1. Standard Cancellations (More than 24 Hours’ Notice): You may cancel or reschedule free of charge if more than 24 hours’ notice is provided before your scheduled service time.
2. Short-Notice Cancellations or Rescheduling (Less than 24 Hours’ Notice): If cancellation or rescheduling is requested within 24 hours of the scheduled service time, a $90 short-notice fee will apply. This fee is charged to the card on file and is non-refundable.
3. Same-Day Cancellations (Team Dispatched or Arrived): If cancellation is requested on the day of service, or after our cleaning team has been dispatched or arrived at the property, a same-day cancellation fee will apply: up to 100% of the total booking amount. This includes (but is not limited to) situations where: (a) The client refuses required upgrades (e.g. heavy-duty or extras), (b) The service cannot proceed due to misrepresentation of the property condition, inclusions, or access, (c) Electricity or water access is not available, (d) No one is present and no alternative access was pre-arranged
4. Exit Cleaners’ Right to Cancel: We reserve the right to cancel or reschedule services if: (a) The property is unsafe for our staff, (b) Access is not provided as agreed, (c) The condition or size of the property differs materially from the booking description. In such cases, a full-service cancellation fee may apply, consistent with our Cancellation & Rescheduling Policy.
5. Abusive, Threatening, or Manipulative Conduct: Any attempt to pressure Exit Cleaners staff into cancelling services, bypassing fees, or issuing refunds through threats (including reviews, legal escalation, or defamation) will be treated as abuse. We reserve the right to terminate service and pursue further action if such conduct occurs.
6. No Refunds for Late Cancellations: All cancellation or rescheduling fees are strictly non-refundable and non-transferable.This clause works in conjunction with our full Cancellation & Rescheduling Policy and forms part of your agreement when booking with Exit Cleaners.

PAYMENT TERMS:

1. Charges and Timing

1.1 A pre-authorisation hold for the quoted amount is placed 48 hours before service and may appear as “pending” on your statement until completion.

1.2 The final amount, including any approved extras or variations, is charged upon completion unless otherwise agreed in writing.

1.3 Where bank transfer is agreed, cleared funds or remittance must be received no later than one business day before service; otherwise the booking may be cancelled under our Cancellation & Rescheduling Policy.

2. Approval and Authorisation for Extras

2.1 Any extras or heavy-duty upgrades requested or approved by you before or during the service are chargeable in addition to the quoted amount.

2.2 Approval may be provided via booking form, email, SMS, or recorded call (verbal confirmation is sufficient evidence of consent). Such approval is binding and authorises Exit Cleaners to charge the card on file for the approved amount at completion.

2.3 Where technically available, Exit Cleaners may charge the extras immediately. If immediate charging is not used, extras will be invoiced and charged together with the base service upon completion.

3. Independence of Payment and Bond Back Guarantee (No Set-Off)

3.1 Payment obligations for completed services and approved extras are independent of any claim under the Bond Back Guarantee.

3.2 Payment must not be withheld, delayed, or set-off pending inspection outcomes or re-cleaning.

3.3 Proceeding with a re-clean does not waive or reduce any amounts owing for the original service or approved extras.

4. Re-Clean and Access

4.1 Valid re-clean claims (within scope and the 72-hour window) will be scheduled and performed in accordance with our Bond Back Guarantee regardless of payment status.

4.2 If access for a scheduled re-clean is denied or delayed by an agent, third party, or the client, the guarantee may be void for those items. Exit Cleaners’ determination of voidance is final. No refund or credit will be issued where access is refused. Exit Cleaners will document all attempts to attend.

5. Failed Payments and Delinquency

5.1 If the completion charge fails, you must provide a valid payment method within 24 hours. After 24 hours, a $25 administration fee applies. From 12:01 a.m. on the calendar day after the 24-hour grace period (Day 2), interest accrues daily at 10 % per annum until paid. Interest is calculated daily on a simple (non-compounding) basis.

5.2 At Day 14, any unpaid balance may be referred to collections or legal demand. You agree to pay all reasonable recovery costs, including legal and administrative fees.

6. Chargebacks

6.1 You agree to use Exit Cleaners’ complaint and re-clean process before initiating any card dispute. Payment obligations for completed services and approved extras are independent of any claim under the Bond Back Guarantee.

6.2 A chargeback does not extinguish amounts due for services performed or extras approved. Exit Cleaners will submit booking records, approvals, photos, timestamps, and communications to the card network as evidence.

6.3 Dispute Fees and Administrative Costs. If you initiate a chargeback that is later reversed, rejected, or otherwise resolved in Exit Cleaners’ favour, you agree to reimburse all reasonable third-party processing and dispute fees charged by the payment processor or card network (including representment fees), plus the greater of a $35 administrative fee or the actual processor dispute fee for internal handling. These amounts are payable within 5 business days of written notice.

6.4 Ongoing Liability. The outcome of any card-network process does not limit Exit Cleaners’ right to recover unpaid amounts via invoice, collection agents, or legal action, including reasonable recovery costs and interest under this policy.

6.5 Bad-Faith Disputes. Repeated or demonstrably unfounded chargebacks (for example, where documentation shows services were provided and a re-clean was offered within policy) may be treated as a material breach. Exit Cleaners may refuse future services and may refer the account to collections.

7. Refunds

7.1 Refunds are not provided for late cancellations, access issues, refusal of essential upgrades (e.g., heavy-duty cleaning where the condition warrants), or once work has been completed in accordance with the agreed scope.

7.2 The Bond Back Guarantee provides a re-clean remedy, not a refund. Where a goodwill credit or refund is provided, that credit or refund is accepted as full and final settlement and voids further guarantee claims for the same service.

BOND RETURN GUARANTEE:

1. Exit Cleaners will return free of charge to rectify any cleaning issues raised by the Property Manager under the Residential Tenancies Act 2010, subject to these Terms and Conditions and our inclusions and exclusions.
2. The Bond Cleaning Guarantee only applies to the specific services engaged and does not cover items like carpets if carpet cleaning was not part of the original service.
3. Certain items, such as ceilings, garage walls, or deep stains requiring professional treatment, are not included in the Bond Cleaning Guarantee. Please refer to our inclusions and exclusions list on our website for details.
4. A re-clean will only be scheduled upon receipt of a report from the Property Manager detailing the issues with the initial clean, along with photographic evidence.
5. Exit Cleaners requires 24-72 hours from receipt of the Property Manager’s report to schedule a re-clean.
6. The re-clean will only address the issues listed in the Property Manager’s original report.
7. After a re-clean, Exit Cleaners will warranty the work for three days (72 hours). If no feedback is received from the Property Manager within 72 hours, the re-clean will be considered successful, and the job will be deemed complete under these Terms and Conditions.
8. These Terms and Conditions apply throughout the entire service period, including initial cleans, re-cleans, and waiting periods between inspections.
9. Clients acknowledge that the Bond Return Guarantee is only valid if Exit Cleaners is contacted within 3 days (72 hours) of the completed service.
10. The guarantee does not cover natural events occurring over time, such as settled dust, water marks, or open windows. Exit Cleaners is not responsible for issues arising from these events, including aspects related to the Bond Return Guarantee.
11. The Bond Return Guarantee is void if the property is not vacant after cleaning, with exceptions for carpet cleaning by an Exit Cleaners-authorised provider or a written agreement from Exit Cleaners.
12. Bond cleaning must be scheduled after all furniture has been removed, the property is vacant, and all necessary maintenance or other work has been completed.
13. Exit Cleaners is not responsible for incidents classified as “Acts of God,” such as floods, storms, fires, earthquakes, or cyclones.

LATE NOTIFICATION AND RE-CLEANING POLICY

1. Bond Back Guarantee Time Limit: Our bond back guarantee is valid for 72 hours from the completion of the initial cleaning service. Any issues must be reported to Exit Cleaners within this 72-hour period.
2. Late Notifications: If Exit Cleaners receives a notification of cleaning issues or a request for re-cleaning after the 72-hour period has elapsed, the following conditions will apply: (a) A non-refundable late notice fee of $95 will be charged for any re-cleaning requests received after the 72-hour period.(b) This late notice fee is in addition to any charges for additional cleaning services that may be required.
3. Additional Cleaning Services: If the real estate agency or property manager requests cleaning of areas that were not included in the original booking or were specifically excluded, these will be treated as additional services and charged accordingly.
4. Rationale for Late Notice Fee: The late notice fee is implemented due to several factors, including but not limited to: (a) The potential for natural accumulation of dust and other particles over time. (b) The possibility of the property being used for open houses or inspections, which may affect its cleanliness. (c) The difficulty in verifying the property’s condition immediately after our initial cleaning service.
5. No Guarantee for Late Notifications: While we will make every effort to address issues raised after the 72-hour period, Exit Cleaners cannot guarantee that all issues can be resolved to the same standard as they would have been if reported within the initial 72-hour window.
6. Discretion: Exit Cleaners reserves the right to waive the late notice fee at its sole discretion, depending on the specific circumstances of each case.
7. Dispute Resolution: In the event of a dispute regarding late notifications or additional cleaning requests, the parties agree to follow the dispute resolution process outlined in the Terms and Conditions.
8. Acceptance: By booking our services, you acknowledge and accept this Late Notification and Re-Cleaning Policy as part of our Terms and Conditions.

CLAIMS AND LIABILITY:

1. Refund claims will not be considered once the service is complete and Exit Cleaners has left the property.
2. The Client must allow for a re-clean or inspection of unsatisfactory work before engaging a third party for additional services.
3. The Client acknowledges that the Bond Cleaning Guarantee applies only to bond cleaning services and not to other services like carpet cleaning or pest control, which are warranted by their respective contractors.
4. While care is taken during the service, some older items may be subject to wear and tear and prone to accidental breakage, particularly light fittings, fly screens, and perishable plastics. If the Client believes damage beyond normal wear and tear has occurred, they must provide a written description and supporting photographs.
5. The Client waives the right to claim against Exit Cleaners for incidental costs, including rent payable or loss of bond money, arising from the service.
6. Damage claims require proof from either party that the damage occurred during the service. If fault is accepted, the contractor is responsible for resolving the claim and must be granted access to the property for the claim’s duration, including assessing replacement or repair costs.
7. If the Client requires fridge or freezer cleaning, they are responsible for emptying and defrosting the appliance in advance. Additional costs may apply.
8. The Client must inform Exit Cleaners of any accident, breakage, property damage, or theft due to a cleaner’s actions within 24 hours of the service completion.
9. Any claims for damages, accidents, or breakages must be reported to Exit Cleaners within 24 hours of the service completion. Claims reported after this time frame may be dismissed at Exit Cleaners’ discretion.
10. Exit Cleaners is not liable for any damages or issues arising from the Client’s failure to disclose relevant information about the property, such as existing damage, hazardous materials, or special cleaning requirements.

COMPLAINT PROCEDURE:

1. All complaints must be submitted in writing to hello@exitcleaners.com.au within 24 hours of the service.
2. Complaints must include the Client’s name, contact number, complaint date, and a detailed explanation with supporting documentation.
3. Complaints must also specify the desired resolution.
4. The Client acknowledges their ability to access the complaint procedure on the Exit Cleaners website.
5. If the Client does not follow the complaint procedure, Exit Cleaners reserves the right to dismiss the complaint or take no further action at its discretion.

34. WEBSITE USAGE AND CONTENT PROTECTION

34.1. Website Content Protection The business content, service descriptions, operational methodologies, pricing structures, and business processes displayed on exitcleaners.com.au are the intellectual property of Exit Cleaners Pty Ltd and are protected by Australian and international copyright laws. While some images and icons may be licensed stock materials, the overall website design, content structure, and business methodology are proprietary to Exit Cleaners Pty Ltd.

34.2. Prohibited Actions You are expressly prohibited from: (a) Copying, reproducing, or emulating our business model, service descriptions, or operational methodologies; (b) Replicating our website structure, content organisation, or pricing models; (c) Using data mining, robots, screen scraping, or similar data gathering and extraction tools on this website; (d) Creating derivative works based on our business content or service offerings; (e) Using our business content or methodologies for any commercial purpose; (f) Attempting to replicate or copy our service delivery model or business processes.

34.3. Commercial Use and Business Protection Any commercial use or replication of our business model or website content is strictly prohibited without prior written authorisation from Exit Cleaners Pty Ltd. This includes but is not limited to: (a) Copying or emulating our service descriptions and business processes; (b) Replicating our pricing structures and business methodologies; (c) Using our content organisation and service delivery models; (d) Copying any business information for competitive purposes.

34.4. Unauthorised Use and Legal Consequences (a) Exit Cleaners Pty Ltd considers unauthorised use or replication of its business model and website content to constitute irreparable damage to its business operations and competitive position. (b) In the event of unauthorised use, Exit Cleaners Pty Ltd reserves the right to: (i) Seek immediate injunctive relief; (ii) Pursue monetary damages for loss of business, reputation, and market position; (iii) Recover legal costs and any other expenses incurred in enforcing our rights; (iv) Seek compensation for damage to our competitive position; (v) Pursue all available legal remedies against infringing parties.

34.5. Compensation for Unauthorised Use (a) Any unauthorised use or replication of our business model or website content will result in a claim for compensation calculated based on: (i) The commercial value of our business methodology; (ii) Loss of competitive advantage; (iii) Market damage; (iv) Legal and administrative costs; (v) Any other consequential losses. (b) The minimum compensation claim for unauthorised use will be AUD $10,000, without prejudice to our right to claim additional damages.

34.6. Authorisation Requests (a) Requests for authorisation to use any business content from our website must be made in writing to hello@exitcleaners.com.au. (b) Authorisation, if granted, will be provided in writing and may be subject to fees and specific terms of use. (c) Any use without such written authorisation will be considered unauthorised and subject to the consequences outlined in this clause.

34.7. Monitoring and Detection (a) Exit Cleaners Pty Ltd actively monitors the use of its business content and methodologies through various means. (b) We maintain records of unauthorised use for legal purposes. (c) We engage with professional services to detect and document unauthorised replication of our business model and content.

34.8. Reporting Unauthorised Use If you become aware of any unauthorised use or replication of our business content or methodologies, please report it to hello@exitcleaners.com.au. Your assistance in protecting our intellectual property rights is appreciated.