Terms and Conditions
These Terms and Conditions form a legal agreement between the client (referred to as “you” or “the customer”) and Master Bond Cleaning (“we,” “our,” or “the company”). By using our services, you agree to these terms. If you have questions or concerns, please contact us via the email or phone number listed.
1. On the Day of the Cleaning
The person who booked the service must be contactable by phone. If we are unable to reach this person prior to starting, we reserve the right to cancel or postpone the service.
You don’t have to be at the property during the cleaning, but you must arrange access. You can leave the key in a safe spot or give us clear instructions on how to enter.
2. General Conditions
Properties located above ground level without lift access may incur an extra charge (minimum $40).
Water and electricity must be available at the property on the day of service. If either is not available, an additional charge will apply. In such cases, our team will perform the best possible cleaning under the circumstances; however, the 100% Bond Back Guarantee will not apply.
The property should be completely vacated before our arrival.
Our staff are not responsible for moving heavy furniture or items over 5 kg. If cleaning is needed behind or beneath such items, it is the client’s responsibility to move them in advance.
You must ensure easy access to the property and arrange any necessary parking. Any parking costs are the client’s responsibility.
We are responsible for any damage caused by our team during service. However, we are not liable for discolouration to ceilings or walls after cleaning.
Damages must be reported within 24 hours of service.
We are not responsible for personal belongings left behind and disposed of with rubbish.
3. Payment
Payment must be made in full before the service begins. We accept cash and bank transfer.
A tax invoice will be issued after payment confirmation.
4. Job Quotation
Quotes given without a site inspection are estimates based on information you provide.
The final price may change depending on factors such as room size, property condition, and additional services.
If a price change is necessary, we will notify you before starting. If you agree, the additional amount must be paid before the service begins.
If you choose to proceed without agreeing to a quote variation, some or all items may not be covered under our service warranty.
5. Cancellation and Rescheduling
You must provide at least 48 hours’ notice for cancellations or rescheduling. If not, a $100 fee will apply.
We reserve the right to cancel a job if the property is unsafe for our staff, or access cannot be provided. Same-day cancellation/reschedule fees may also apply.
If the property is not ready (e.g., tenants are still moving), a fee of $40 per hour per staff member will apply.
If cancellation occurs on the day of service, travel expenses must also be paid.
6. Service Guarantee
We strive to deliver excellent service and complete customer satisfaction. Our bond cleaning service comes with a 5-day guarantee.
If your property manager reports issues within five days of cleaning and those issues relate to our checklist, we will return to fix them at no extra cost.
You must provide the agent’s report and photo evidence, and arrange access for the return visit.
The Guarantee Does Not Cover:
Pre-existing damage or wear and tear. Hard water stains, calcium buildup, and mould in silicone or grout. Permanent marks or discolouration on tiles, toilets, glass, plastics, or grout. Greasy or dirty blinds (unless included as an additional service). External windows and outdoor areas (due to weather and accessibility). Areas we could not access due to safety or physical restrictions. Furniture and white goods unless they were part of the quoted service.
Additional Notes:
Wall cleaning is limited to spot cleaning. Heavily marked walls may incur extra charges.
Blind cleaning is not included in standard services. If required, extra charges will apply.
100% Bond Back Guarantee
Our 100% Bond Back Guarantee applies to customers who book our full bond cleaning package. This guarantee is valid for five (5) days after cleaning. To claim:
1. Report the issue within five days
2. Provide photos and the agent’s report
3. Allow us access to return and re-clean the required areas We will re-clean those areas free of charge if the above conditions are met.
Read more about our 100% Bond Back Guarantee on our Refund Policy.
Dispute Resolution
In case of disagreement, we are committed to resolving issues promptly and fairly. Please contact us to discuss any concerns. Open communication is the best way to achieve a resolution.
Final Note
By using our services, you accept and agree to abide by all the terms outlined in this document. These conditions are in place to ensure a smooth and transparent experience for both parties.