Terms & Conditions

These Terms & Conditions (“Terms”) govern all cleaning services (“Services”) provided by Crisp Cleaning (“we”, “us”, “our”) to the customer (“you”, “your”). By booking a service with Crisp Cleaning, you agree to these Terms.

Scope of Services

Crisp Cleaning provides residential and commercial cleaning services including, but not limited to:

• General cleaning (dusting, vacuuming, mopping, wiping surfaces)
• Bathroom and kitchen cleaning
• End of Lease / Bond Clean (when disclosed at booking)
• Additional services where requested (oven cleaning, fridge cleaning, etc.)

Crisp Cleaning is responsible for delivering services with professionalism, punctuality, and care, in line with industry standards.

Crisp Cleaning operates as a platform connecting customers with independent cleaning contractors. All cleaners engaged through Crisp Cleaning are independent contractors and not employees, agents, or representatives of Crisp Cleaning. While we set service standards, contractors are responsible for the execution of services.

These Terms apply to all bookings made via our website, phone, or email.

Customer Responsibilities

To ensure a successful clean, customers must:

• Provide accurate property details during booking
• Notify us if an End of Lease Clean is required (additional fees apply)
• Provide safe and unrestricted access to the premises
• Secure pets where necessary
• Remove fragile or valuable items from cleaning areas
• Provide safe working conditions (no hazards, infestations, or unsafe environments)

Crisp Cleaning reserves the right to refuse or terminate a clean if the environment is unsafe or significantly different from the provided description. Additional fees may apply if the job requires more time, labour, or specialised effort due to inaccurate or incomplete information.

If the condition of the property differs significantly from the information provided at booking, we reserve the right to: Adjust pricing, Modify the scope of service, Reschedule the clean, or decline the service.

Code of Conduct

We maintain a strict zero-tolerance policy for inappropriate behaviour.

Cleaner and Customer Behaviour

Both parties must treat each other respectfully and professionally. Service may be terminated immediately if either party engages in:

• Abuse, harassment, or intimidation
• Discrimination or offensive behaviour
• Unsafe, threatening, or hostile conduct

If a service is terminated due to the customer’s behaviour, no refund will be provided. If terminated due to the cleaner’s behaviour, a pro-rata refund may be issued.

Complaints & Quality Assurance

We aim to deliver the highest cleaning standards. If you are unsatisfied:

• Complaints must be submitted within 24 hours after completion of a clean.
• Photo/video evidence must be included
• Send complaints to: crispcleaningmelbourne@gmail.com

All complaints are reviewed within 72 hours by our Resolution Specialists.

Refund or Compensation May Apply for:

• Incomplete or missed cleaning
• Substandard quality
• Damage caused by the cleaner
• Failure to attend a scheduled appointment
• Ignoring confirmed special requests
• Breach of Code of Conduct
• Health/safety risks caused by improper cleaning methods

Refunds, partial refunds, or re-cleans may be offered at our discretion based on the circumstances of each case. Where appropriate, we may prioritise re-service over monetary refunds. All decisions are made in line with our quality assurance process.

Complaints submitted outside of the 24 hour time frame will not be eligible for compensation, and review of the complaint is at sole discretion of Crisp Cleaning.

Cancellations & Refund Policy

Customer Cancellations

• >48 hours notice: 100% refund
• <48 hours notice: 50% refund

Our cleaners schedule their days around your booking - last-minute cancellations significantly impact their income.

Cleaner Cancellations

If a cleaner must cancel, we will:

1. Attempt to reschedule promptly
2. Offer a full refund if rescheduling is not possible

Payment Terms & Booking Conditions

• All services must be paid in full before the clean begins
• Payments are processed via Stripe
• If a payment fails, the booking will not proceed

Prices displayed on the website may vary depending on:

• Property size
• Cleaning condition
• Additional tasks or add-ons
• Specialised cleaning requirements

We reserve the right to adjust pricing if the actual condition differs significantly from the booking description.

Extra Work & Adjustments

Cleaners are only required to perform tasks included in the booking. Requests made:

• Before 48 hours: Adjustments may be possible
• Within 48 hours: Changes are not guaranteed
• At the door: Cleaners may decline extra tasks, or additional charges may apply

While we aim to provide consistency, we do not guarantee the same cleaner for each visit.

Parking Requirements

Customers must ensure:

• Easily accessible parking
• Any required permits
• Coverage of metered parking costs

If the cleaner cannot park, the clean may be cancelled and 50% refunded, subject to review.

Damage, Loss, and Liability

Accidental Damage

If accidental damage is caused by a cleaner, Crisp Cleaning will cover repair or replacement of the affected item, excluding:

• Pre-existing damage
• Wear and tear
• Fragile items not safely stored away
• Items sensitive to moisture/chemicals where instructions were not provided

Theft

Where theft is alleged:

• The customer must file a police report
• Crisp Cleaning will cooperate fully
• Crisp Cleaning is not liable for personal disputes between customer and cleaner

Limit of Liability

Crisp Cleaning is not liable for:

• Indirect or consequential losses
• Emotional distress or dissatisfaction not related to service quality
• Damage resulting from customer-provided products or equipment

The customer agrees that further compensation beyond approved repair/replacement must be pursued directly with the cleaner if applicable.

Liability for any approved damage claim is limited to the value of the service provided or the cost of repair/replacement (whichever is lower), unless otherwise required by law.

Cleaning Methods & Working Conditions

Material Sensitivity

We use industry-standard cleaning products and methods. Customers must notify us of:

• Delicate materials
• High-value items
• Surfaces requiring special care
• Manufacturer-specific cleaning instructions

Crisp Cleaning is not responsible for damage where:

• Instructions were not provided
• The material is naturally sensitive (e.g., porous stone, untreated timber, oxidised metals)
• Damage occurred due to wear, age, or degradation

Access & Safety

If access to the property is not provided at the scheduled time, the booking may be treated as a late cancellation and fees may apply.

Cleaners must not be expected to:

• Move heavy furniture
• Clean areas that pose a safety risk
• Remove mould, infestations, biohazards, or bodily fluids (specialised services required)
• Work in extreme clutter or hoarding conditions unless pre-disclosed (additional fee applies)