Exit Cleaners

Terms of Service

When booking a cleaning service with Exit Cleaners, you agree to the following Terms of Service. Exit Cleaners provides a digital platform for clients to book various cleaning services. For any inquiries regarding these terms, please feel free to contact us.

Labour Hour

A labour hour is defined as one hour of work performed by a professional cleaner. For example, if a team of two cleaners works for one hour, this is counted as two labour hours. For clarity on labour hours or billing, please contact us before your scheduled service. A minimum of three labour hours is required for any hourly service.

Services Not Offered by Exit Cleaners:

For safety and complexity reasons, Exit Cleaners does not offer the following services:

  • Chandelier cleaning
  • Light bulb replacement
  • Fireplace cleaning
  • Moving heavy furniture or appliances
  • Dish or pans organisation
  • Grout and silicon remediation
  • Handling biohazards like excessive mould, faeces, or blood
  • Odour removal
  • Pet hair removal from deep carpet fibres
  • Mineral deposit removal (e.g., toilet bowl stains)
  • Cleaning high-reach areas inaccessible with a two-step ladder

Rate Changes

Our pricing is based on the number of bedrooms and bathrooms, considering the average cleaning time. We reserve the right to re-evaluate rates if the cleaning time significantly exceeds our standard assumptions. Customers will be contacted for discussions on price or service adjustments in such cases.

Our Bond Back Guarantee:

1. You are required to confirm with your real estate agent 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.

2. If, within 72 hours after your cleaning, we are notified by you or your real estate agent that a part of our services (as described in your booking and in our cleaning checklist) has not been completed satisfactorily to allow your bond to be released, we will come back to re-clean those services at no extra cost (Bond Back Guarantee). Any such notification should include photographs evidencing the areas that need to be addressed and we will assess whether the area is cleanable.

3. Our Bond Back Guarantee does not cover the following:

(a) cleaning services not described in your Booking or cleaning checklist available on our website – https://exitcleaners.com.au/checklist.

(b) permanent damage, including smoke stains, carpet stains, hard water stains, wall marks, mould, rusting, grease stains, and permanent odours; and

  • (c) areas which, in our professional opinion, cannot be cleaned.

Arrival Time Windows

We provide a one-hour arrival window to accommodate traffic and other variables. If delays occur, we’ll inform you as soon as possible.

Breakages and Loss Policy

In the rare event of breakages or loss during cleaning, please report it within 24 hours. We will endeavour to repair or replace the item and may engage professionals for repairs, handling payments directly with contractors. We are not liable for breakage or loss due to normal wear and tear or improper item assembly.

Bio-Hazards

Our cleaners avoid biological hazards and blood-borne pathogens not covered in our standard cleaning checklist. We clean around such hazards and will notify you of their presence.

Hoarding Conditions

In extreme cleaning situations beyond our standard services, we reserve the right to adjust rates or refuse service. A $90 booking fee may apply for refusals due to inaccurate job descriptions.

Parking Accessibility

In areas with limited parking, we require accessible parking near your entrance. If paid parking is the only option, we will seek your agreement and include the cost in your final invoice. Lack of available parking may lead to service cancellation or rescheduling.

Late Cancellations/Rescheduling

Cancellations or rescheduling should be made 24 hours before the scheduled service. A $90 fee may apply for cancellations within 24 hours.

In the event of a cancellation at the door without prior notice, a full-service-price cancellation fee will be applied.

Accessibility

Ensure our professionals have access to your home with necessary amenities like running water and electricity. Interruptions from other service providers may incur a $90 fee.

Entry & Lock Outs

Please provide entry instructions if you’re not available to let us in. A $90 fee may apply if our professionals can’t access your property.

Payments

We accept major credit cards. Charges apply after service completion.

Safety

For safety, our cleaners do not move heavy items or clean high-reach areas.

Independent Cleaning Professionals

Our cleaners are independent contractors, not employees. We facilitate the connection and booking/payment process.

Public Holidays

Our offices are closed on NSW public holidays, but cleaners may still work. Contact us via email or voicemail for issues during the holidays.

Weather and Unpredictable Events

We may cancel or reschedule services due to severe weather or unforeseen events.

Right to Refuse Service

We reserve the right to refuse or cancel services for reasons including safety concerns, property conditions, or service requests beyond our scope.

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