Terms of Service
Clear expectations for every clean.
These terms outline how Bright Haven Cleaning delivers residential cleaning services across the Gold Coast, including scope, pricing, access requirements, and service standards.
Business Details
Bright Haven Cleaning
ABN 36410255925
Service Area - Gold Coast (SE Queensland)
Scope of Services
We provide residential cleaning services including standard cleaning, deep cleaning, after party cleaning and move in/move out cleaning services as agreed at the time of booking.
A detailed list of inclusions will be provided prior to the service. Any services not listed in the agreed scope are excluded unless otherwise confirmed in writing.
We reserve the right to adjust the scope of work if site conditions differ significantly from those described at the time of booking.
The following are not included unless specifically requested:
- Oven cleaning
- Wall washing
- Mould removal
- External cleaning areas
- Hazardous material handling
Quotes & Pricing
3.1 Standard hourly rate
Our standard cleaning rate is $55 per hour for residential cleaning services. This rate applies to all standard cleaning services unless otherwise agreed in writing.
3.2 Minimum booking
A minimum of 2 hours is required per visit. Shorter visits may still be billed at the minimum fee.
3.3 Overtime / extended hours
For appointments that exceed the scheduled time, additional hours will be billed at the standard hourly rate.
3.4 Payment terms
All fees are payable at the time of service, or as otherwise agreed. Payment can be made via cash or internet transfer.
3.5 Cancellation & rescheduling
Cancellations or reschedules made within 24 hours of the appointment may incur a fee equivalent to 15% of the scheduled hours. If a cleaner arrives and cannot access the property, a lockout fee equivalent to 15% of the scheduled hours may apply.
3.6 Right to adjust price
We may adjust the quoted price if the property condition is worse than expected, access issues delay the service, or extra time is required.
Access & Safety
The client must ensure that safe and unobstructed access to the property is provided at the scheduled service time. All pets must be secured or removed from the work areas, and essential utilities including water and electricity must be available and functioning. We reserve the right to delay, modify, or refuse service where access is restricted or conditions are deemed unsafe.
Client Responsibilities
The client is responsible for removing or securing any valuable, fragile, or irreplaceable items prior to the commencement of services. The client must provide an accurate description of the property and the required services at the time of booking. Any known hazards, including but not limited to asbestos, chemicals, or unsafe conditions, must be disclosed in advance. We are not liable for damage to items that have not been properly secured or disclosed.
Damage & Liability
We take all reasonable care in providing our services; however, we are not liable for any pre-existing damage, wear and tear, or deterioration of surfaces and items.
Any claims for damage must be reported within 24 hours of service completion. Failure to notify within this timeframe may void any claim.
Our liability is limited to the lesser of:
- the cost of repair of the damaged item; or
- the total value of the service provided.
We are not liable for damage to fragile or delicate items unless they have been disclosed prior to the service and agreed to in writing.
Satisfaction Guarantee / Re-clean Policy
If you are not satisfied with the service provided, you must notify us within 24 hours of completion.
We will assess the concern and, where appropriate, return to re-clean the affected areas at no additional cost. Refunds are not provided for cleaning services once completed.
Insurance
We maintain public liability insurance to cover our cleaning services. Details of our insurance coverage can be provided upon request.
Health & Safety
We reserve the right to refuse, suspend, or modify services where conditions are deemed unsafe or hazardous.
This includes, but is not limited to, exposure to harmful substances, unsafe construction environments, or situations that pose a risk to our staff or contractors. The client is responsible for ensuring the site is safe and compliant prior to the commencement of services.
Termination of Service
Either party may terminate the service agreement with reasonable notice.
We reserve the right to terminate services immediately where there are unsafe working conditions, non-payment, or inappropriate or abusive behaviour toward our staff.