Terms & Conditions

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

1. Agreement to These Terms

These Terms apply to all bookings made via our website, phone, or email. Please read them carefully before booking. If you do not agree, please do not book a Service with us.

2. Definitions

• “Crisp Cleaning”, “we”, “us”, “our” means Crisp Cleaning.
• “Customer”, “you”, “your” means the person or entity booking a Service.
• “Cleaner” or “Contractor” means the independent cleaning contractor who performs the Service.
• “Service” means the cleaning service booked, including any confirmed add-ons and uplifts.
• “Add-On” means an optional extra task booked in addition to the base Service (e.g. oven interior, interior windows, fridge interior).
• “Uplift” means an additional charge to bring an out-of-scope or excessively built-up area within the depth of cleaning required.
• “Condition Level” means the assessed condition of the property (Level 1 – Lived-in, Level 2 – Overdue, or Level 3 – Heavy Build-up), which informs the applicable Service and pricing. See our Condition Assessment Guide.
• “Flat-Rate Booking” means a Service quoted at a fixed price based on the property's size and condition, delivered against the full Service checklist.
• “Hourly Booking” means a Service booked by the hour for specific tasks or areas, where you purchase our time rather than a defined end-result or completed checklist.
• “Service Fee” means the total amount payable for a Service, including any add-ons, uplifts, parking costs, and other applicable charges.
• “Call-Out Fee” means the fixed fee of $45 covering travel, arrival, setup, walk-through, quality closeoff, and administrative coordination.
• “Saved payment method” or “card on file” means the payment method you securely save via our payment provider, Stripe, to secure your booking.

3. 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
• Deep cleans
• Vacate / End of Lease (Bond) cleans (when disclosed at booking)
• Add-ons and additional services where requested (e.g. oven cleaning, interior windows, fridge cleaning)

Each Service type has a defined set of inclusions and exclusions. These are set out in full in our Service Scope, Inclusions & Uplift Policy, which forms part of these Terms (see Section 6). Crisp Cleaning delivers Services with professionalism, punctuality, and care, in line with industry standards.

4. Independent Contractors

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

5. Customer Responsibilities

• Provide accurate property details at the time of booking
• Notify us if a Vacate / End of Lease Clean is required (additional fees apply)
• Provide safe and unrestricted access to the premises
• Secure pets where necessary
• Remove or safely store fragile and valuable items from cleaning areas
• Provide safe working conditions (no hazards, infestations, or unsafe environments)
• Ensure a valid payment method is saved before your clean and free, accessible parking is available

5.1 Accurate representation of property condition

You must provide a truthful and accurate representation of your property's size and condition at booking. This allows us to prepare properly, quote accurately, and allocate the right time and cleaner to your job. Our cleaner will carry out a brief condition assessment on arrival, before starting, to confirm the quote and pricing.

Where the property's condition or size is materially different from what was represented at booking, we may adjust the price, request an uplift, or modify the scope of the Service to match the true condition. Where the difference is significant and the Service cannot reasonably proceed as booked, we may cancel the Service on arrival; in that case a Call-Out Fee of $45 remains payable, covering travel and administrative coordination.

6. Service Scope, Inclusions & Difficult Clean Uplift Policy

6.1 Defined scope for each Service

Each Service type — Standard Clean, Deep Clean, and Vacate (End of Lease) Clean — has a defined set of inclusions and exclusions, set out in full in our Service Scope, Inclusions & Uplift Policy, which forms part of these Terms. Please review it before booking so you understand exactly what is and is not included in your chosen Service.

6.2 Clear expectations

Crisp Cleaning's services are not limited to this scope; each home is unique, and the checklists act as guidelines and may not capture the specifics of your individual home. Our cleaners maintain open communication and will set clear expectations of specific inclusions and exclusions.

6.3 Difficult clean uplift

Some areas may fall outside the scope of your chosen Service — for example, an area with clear excessive build-up, or a task beyond the defined checklist. Where this occurs, the cleaner may request an uplift:

• If you accept the uplift, the additional charge is added to your Service Fee and the area is treated accordingly.
• If you decline the uplift, the area will be treated only using the methods within the scope of your chosen Service, and a complete or spotless result for that area cannot be guaranteed. Where an area is so excessively dirty that it cannot be safely treated, it may be skipped entirely.

6.4 Standard Clean — important exclusions

A Standard Clean is designed to maintain cleanliness and refresh a reasonably maintained home. It does not include:

• Extensive decluttering or organisation;
• Treatment for excessive build-up, mould, grime, grease, dirt, pet hair, stains, rust, or similar, that requires deep scrubbing or specialised treatment;
• Signature touches; tapware, chrome, or stainless-steel polish, deodorise, home presentation;
• Comprehensive cleaning of high-detail areas: sills, doors, skirting, door frames, window tracks, interior windows, ceilings, under furniture, or similar. Touch-ups or general dusting may be included.

6.5 Add-ons and extra requests

Add-ons and extra requests are only performed where booked and confirmed. The same uplift principle applies: if an add-on is requested after the 48-hour window, the cleaner may request an uplift; otherwise, the area will be treated only within the scope of the chosen Service type.

6.6 Condition assessment and pricing

Deep and Vacate Cleans are priced at a baseline (Overdue) condition. Where the assessed Condition Level is higher (Heavy Build-up), a condition multiplier applies to reflect the additional time and treatment required. See our Condition Assessment Guide for how levels are determined.

7. Bookings, Changes & Extra Work

7.1 Flat-rate and hourly bookings

7.2 Changes and extra work

For flat rate bookings, cleaners are required to perform the tasks included in your booking. For changes or extra tasks:

• 48 hours or more before the clean: adjustments may be possible.
• Within 48 hours: changes are not guaranteed, and a Short-Notice Fee may apply.
• At the door: cleaners may decline extra tasks, or additional charges (including uplifts) may apply.

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

8. Payment Terms

8.1 Payment method required to secure your booking

A valid payment method must be added prior to your scheduled Service to secure your booking. Your payment details are stored securely by our payment provider, Stripe. The cleaning fee is charged only after your clean is complete.

8.2 When payment is due and failed payments

Payment is due within 24 hours of completion of the Service. If an automatic charge is unsuccessful, or where no valid payment method is saved, you must ensure the outstanding amount is paid within 24 hours of completion. We may re-attempt the charge and will contact you to arrange payment.

8.3 Late payment and debt recovery

If payment remains outstanding 14 days after completion of the Service, Crisp Cleaning reserves the right to take any of the following steps:

• Refer the outstanding debt to a registered debt collection agency and/or law firm. All associated collection costs, interest, and agency fees will become payable by you.
• Lodge a claim with the Victorian Civil and Administrative Tribunal (VCAT), or the appropriate court or tribunal.
• Where lawfully entitled to do so, report the overdue amount to a credit reporting body, which may negatively affect your credit rating.

8.7 Additional fees

• Out-of-Area Fee — $50. Applies where your property is outside our normal service area.
• Short-Notice Fee — $30. For bookings or changes made with less than 48 hours' notice.
• Call-Out Fee — $45. Applies where set out in Section 9 (late cancellations and access issues).
• Parking costs — as set out in Section 10.

9. Cancellations, Rescheduling & Access

9.1 Customer cancellations

• 48 hours or more notice: no cancellation fee.
• Less than 48 hours notice: a Call-Out Fee of $45 applies.
• Cancellation at the door: a fee of 50% of the Service Fee applies.

9.2 Access & lockouts

If our cleaner cannot gain access, they will attempt to contact you. If you do not respond within 15 minutes, the Service is cancelled and a 50% fee applies. If contact is established but access is still not provided within 15 minutes, the clean must be rescheduled and a Call-Out Fee of $45 applies.

10. Parking

You must ensure free, safe, and accessible parking is available for our cleaner at or near the property for the duration of the Service.

If free parking is not available on-site or nearby, you are responsible for covering all parking costs, including metered parking, paid parking, and any required permits. Any parking costs incurred by the cleaner will be added to your Service Fee.

If suitable parking cannot be arranged and the cleaner is unable to park, the clean may be cancelled or shortened, and a cancellation fee of up to 50% may apply.

11. Complaints & Quality Assurance

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

• Complaints must be submitted within 24 hours of completion of a clean.
• Clear photo and video evidence must be included, along with a description of the issue and your expected outcome.
• Send complaints to: crispcleaningmelbourne@gmail.com

Re-service or remedy 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 the Code of Conduct
• Health or safety risks caused by improper cleaning methods

Our standard remedy is to return and rectify the issue. Credits or refunds may be offered at our discretion based on the circumstances of each case, and where required under the Australian Consumer Law.

12. Damage, Loss & Liability

12.1 Independent contractor insurance

Cleaners engaged through Crisp Cleaning are independent contractors and are responsible for holding their own public liability insurance. Claims for accidental loss or damage are the responsibility of the cleaner who performed the Service.

12.2 Accidental damage claims

If accidental damage is caused during a Service, please report it within 24 hours. Crisp Cleaning will facilitate the claim. The following are excluded:

• Pre-existing damage and normal wear and tear;
• Fragile or high-value items not safely stored away;
• Items sensitive to moisture or chemicals where care instructions were not provided;
• Damage arising from customer-provided products or equipment.

13. Cleaning Methods & Material Sensitivity

We use industry-standard cleaning products and methods. You must notify us of delicate materials, high-value items, surfaces requiring special care, and any manufacturer-specific cleaning instructions. Crisp Cleaning is not responsible for damage where instructions were not provided.

14. Access, Safety & Working Conditions

Cleaners must not be expected to:

• Move heavy furniture;
• Clean areas that pose a safety risk;
• Remove mould, infestations, biohazards, or bodily fluids;
• Clean or clear hoarding-level accumulation or remove excessive rubbish;
• Work in extreme clutter or hoarding conditions unless pre-disclosed.

19. Guarantees – Flat Rate Bookings Only

19.1 Vacate Clean — Bond-Back Guarantee

Crisp Cleaning guarantees that the cleanliness of the property will not be the reason your bond is withheld. If your real estate agent or property manager flags a cleanliness issue that falls within the scope of your Vacate Clean, Crisp Cleaning will return to address all flagged concerns at no extra cost.

Important: bond return decisions are made by your agent or property manager and may be affected by factors outside cleanliness, including the property's condition, existing damage, wear and tear, or agent-specific expectations. This guarantee covers the cleanliness component of your bond outcome only.

19.2 Satisfaction Guarantee (All Services)

If any task within the scope of your chosen Service is not completed to standard, Crisp Cleaning will return to fix it at no extra cost. This guarantee applies to Flat-Rate Bookings only — Hourly Bookings purchase time, not a defined result, so completeness is not guaranteed.