When booking a service with Unibond Cleaning Services, you agree to follow the terms and conditions outlined below, which are part of our service policy. These "Terms and Conditions" form an agreement between Unibond Cleaning Services and the customer. By using our services, you accept and understand these terms and agree to be bound by them.

On the Day of Cleaning

• You are not required to be present during the cleaning. However, if you are not available, please ensure our team can access the property (e.g., by leaving a key in a secure spot).
• The person who booked the service must be reachable by phone. If we are unable to contact anyone, the service may not proceed.

General Information

• Properties located above the ground floor without lift access may incur an extra fee of $50 minimum.
• You must ensure access to running water and electricity. If these utilities are unavailable, we will do our best, but the bond back guarantee won’t apply.
• The property must be empty before we arrive unless agreed otherwise. Our staff are not responsible for moving heavy items (over 5kg).
• If furniture or appliances block cleaning areas and are not moved by the customer, we won’t guarantee cleaning in those areas.
• You must also cover parking fees, if applicable.
• We are responsible for any accidental damage caused by our cleaners during the job. However, we are not liable for any changes in color to ceilings or walls after cleaning.

Note: Any damages must be reported via email within 24 hours of the service. We are not responsible for lost or discarded personal belongings unless informed in advance.

Payments

• Full payment is required before the job starts, unless arranged otherwise.
• Payments can be made via cash or bank transfer.
• A detailed invoice will be issued once the job is completed.

Quotations

• All quotes provided without a physical inspection are estimates based on the information provided by the client.
• Quotes may change depending on property size, condition, and extra requests.
• We will inform you of any price changes before starting the job. If approved, the additional cost must be paid before we begin.
• If you choose to continue without approving the revised quote, the bond guarantee will not cover unquoted items.

Cancellation & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule a booking.
• Cancellations within 24 hours will incur a $100 fee.
• We reserve the right to cancel a job if the property is unsafe, inaccessible, or not in the agreed condition. Same-day cancellation fees may apply.
• If the property is not ready when we arrive (e.g., tenants still moving out), a fee of $40/hour per cleaner will apply.
• In the event of a late cancellation, the customer must also cover travel costs.

Bond Back Guarantee

• To ensure your bond clean is guaranteed, we must receive a written notice within 72 hours of the service if any areas need re-cleaning.
• Requests must be sent via email with a clear list of the areas needing attention.
• Our team will re-attend within 48 hours to fix any valid issues.
• Refunds will not be issued unless we are given the chance to fix the issues first.
• The guarantee covers only the items listed in the complaint and not the entire property.

The guarantee is valid only if:

• The property has had no renovation or maintenance work done during or after cleaning.
• There has been minimal foot traffic post-clean (no parties, open homes, etc.).
• The property was not re-entered by pets or others, causing mess after the clean.
• Re-clean requests are made only twice per service. Additional re-cleans will not be accepted.
• The property has not been left unlocked or unsecured post-service.
• The property is safe, structurally sound, and free from infestations.

We are not responsible for bond amounts withheld by landlords or agencies. The bond guarantee does not cover:

• Blinds
• Ceilings
• Heavy hard water stains
• Mould or grout discoloration
• Natural wear and tear or damage
• Extra charges apply for cleaning such items.

No Guarantee For:

• Hard water stains on shower glass or taps
• Calcium or mould inside seals
• Stains or marks that are permanent
• Discoloration of tiles, grout, toilets, glass, taps, or plastics
• Badly marked walls (additional cost may apply for detailed wall washing)
• External windows or outdoor areas (affected by weather)

At Unibond Cleaning Services, we aim for professional results and customer satisfaction, but please note that not all stains or damage can be reversed. Our goal is to improve the property’s appearance, not necessarily make it look brand new. For properties with heavy damage, we will do our best to deliver a thorough clean.