Terms of Service
01 Acceptance of Terms
By booking a service with Prestige Cleaning ("we", "us", "our"), accessing our website, or engaging with our team, you agree to be bound by these Terms and Conditions. If you do not agree, please do not use our services.
These terms apply to all clients, visitors, and users of our services and website. They are intended to comply with the Australian Consumer Law, and where anything in them conflicts with a right you have under that law, that right prevails.
02 Our Services
Prestige Cleaning provides professional residential and commercial cleaning services across the Sunshine Coast, Queensland. Our services include:
- Standard and regular home cleaning
- Deep cleaning and spring cleaning
- Bond / end-of-lease cleaning
- Commercial and office cleaning
- NDIS support cleaning services
- Retirement and aged care cleaning
- Mobile headlight restoration
Headlight restorations are covered by a separate 12-month warranty, detailed on our headlight warranty page.
We reserve the right to modify or discontinue any service at any time with reasonable notice. Confirmed bookings are not affected by changes to our service list.
03 Bookings & Cancellations
Bookings
A booking is confirmed when you receive written confirmation from us. You are responsible for ensuring all information provided at time of booking is accurate and complete.
Cancellations & rescheduling
We require at least 24 hours notice to cancel or reschedule without charge. Inside 24 hours, a cancellation fee of up to 50% of the booked service value may apply, to cover the time we reserved for you. If we can reallocate your cleaner to another job, no fee applies. Same-day cancellations and no-shows may be charged up to the full booking amount, as that time can no longer reasonably be refilled.
Our right to cancel
We reserve the right to cancel or reschedule in circumstances beyond our control, including staff illness, extreme weather, or unsafe property conditions. We will provide as much notice as possible and offer an alternative time. You will not be charged for a clean we cancel.
04 Pricing & Payment
All prices are in Australian Dollars (AUD) inclusive of GST. Prices quoted online are estimates based on the information provided. If the actual scope of work on arrival differs materially from what was described at booking, we will confirm any price change with you before starting work.
Residential: Unless agreed upon otherwise in writing, payment is due on the day of service. We accept cash, card, and PayID. Overdue invoices may be subject to reasonable late payment fees.
Commercial: You will receive an invoice to the email address you provided within 24 hours of your service. Payment is due within 7 days of the invoice date.
05 Access to Your Property
You are responsible for ensuring our cleaners have safe and lawful access to your property at the agreed time. If we cannot access the property, we will try to contact you and wait a reasonable time. If we still cannot get in through no fault of our own, a call-out fee may apply, up to the value of the booking, to cover the reserved time and travel.
You warrant that you have the authority to grant access and that cleaning is permitted under any applicable tenancy agreement.
06 Satisfaction Guarantee
If you are not satisfied with any aspect of our service, please contact us within 24 hours of the completed clean and we will return to re-clean the affected areas at no additional charge. This guarantee does not apply where the issue arises from factors outside our control. It is in addition to your rights under the Australian Consumer Law, which are not affected by the 24-hour timeframe.
07 Liability
Damage to property
All Prestige Cleaning staff are insured. If damage occurs as a direct result of our work, please notify us as soon as possible, ideally within 24 hours, with photos if available. We will investigate and respond within 5 business days. We are not responsible for pre-existing damage, normal wear and tear, or items that were not disclosed to us as fragile or of high value. We remain responsible for damage caused by a lack of due care on our part.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits or excludes your rights under the Australian Consumer Law, or our liability for anything the law says cannot be limited or excluded, including death or personal injury caused by our negligence.
Commercial customers
Where we supply services to a business or other non-consumer customer, and to the extent the law allows, our liability for any failure to meet a consumer guarantee is limited to us re-performing the service or paying the cost of having it performed again. For any other claim arising from these terms, our total liability is limited to the amount paid for the relevant service.
Unforeseeable losses
To the extent the law allows, neither party is liable for losses that were not reasonably foreseeable at the time of booking, or that arise from circumstances outside that party's reasonable control.
08 Our Staff
All Prestige Cleaning staff are engaged exclusively through us. We ask that you do not solicit or directly engage any member of our team during, or within 12 months after, their time with us. If you do hire a member of our team directly, a placement fee reflecting our recruitment and training costs may apply, and we may decline future bookings.
09 Your Obligations
As a client, you agree to:
- Provide accurate information when booking and communicating with us
- Ensure the property is safe for our cleaners to enter and work in
- Secure or remove valuables, fragile items, or pets prior to our arrival
- Treat our staff with respect and not engage in harassment or intimidation
- Pay for services rendered in accordance with these terms
If these obligations are not met, we may refuse or terminate the affected service. In that case we will only charge for work already performed and any reasonable costs we have already incurred.
10 Governing Law
These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes will be subject to the jurisdiction of the courts of Queensland. Nothing in these terms limits any rights you may have under the Australian Consumer Law.
For unresolved disputes, you may contact the Queensland Civil and Administrative Tribunal (QCAT).
11 Changes to Terms
We may update these Terms and Conditions from time to time. The current version will always be on this page, with the date it was last updated shown at the top. Changes apply to bookings made after the update takes effect; confirmed bookings remain on the terms that applied when they were made. For significant changes, we will make reasonable efforts to notify you in advance.