Terms of Service

These Terms of Service ("Terms") govern your use of the Cleanily website (cleanily.com.au) and the bond cleaning services provided by Cleanily ("we", "us", "our"), a business operating in Brisbane, Queensland, Australia. By requesting a quote or engaging our services, you agree to be bound by these Terms.

1. Our Services

Cleanily provides end-of-lease (bond) cleaning services for residential properties in the Greater Brisbane area. Our services may include general cleaning of all rooms, carpet steam cleaning, window cleaning, oven cleaning, and other optional add-ons as agreed prior to the clean.

All services are subject to availability and our ability to service your location. We reserve the right to decline any booking at our discretion.

2. Quotes and Pricing

The price generated by our online calculator is your confirmed quote, based on the property details you provide. All prices are fixed and transparent — there are no hidden fees.

However, the quoted price assumes the property is in a standard condition consistent with normal fair wear and tear. If our team arrives and the property is deemed heavily soiled, not as described, or does not meet the requirements set out in Section 3 (Property Condition & Extra Charges), we reserve the right to issue a revised quote before work begins. You are under no obligation to accept a revised quote.

All prices are in Australian dollars (AUD) and inclusive of GST unless otherwise stated.

3. Property Condition & Extra Charges

Online quotes are priced on the basis of a property in standard condition with fair wear and tear. If the property is found to be heavily soiled, has undisclosed rooms or areas, or differs materially from what was described at the time of booking, we reserve the right to provide a revised quote on the day before work begins. You may accept or decline the revised quote with no obligation.

• The property must be completely empty of all furniture and rubbish before our team arrives. Failure to meet this requirement voids the Bond Back Guarantee.
• All rooms and areas included in the clean must be cleared of personal belongings before our team arrives. This includes cupboards, wardrobes, drawers, shelves, benches, and other storage or work surfaces. Our team will not remove, relocate, store, or otherwise handle personal belongings. If an area has not been cleared, tell us before work starts. We may leave that area uncleaned, and it will be excluded from the quoted scope and Bond Back Guarantee. If belongings are left after we have told you to clear the area, and we do not handle or move them, Cleanily is not responsible for loss of or damage to those belongings to the extent the loss or damage results from your failure to clear the area. This does not exclude or limit liability that cannot lawfully be excluded, including loss or damage caused by our negligence.
• Power and water must be connected and fully functional on the day of the clean. These utilities are essential — without electricity there is no hot water, no vacuum, and no carpet cleaning equipment. If our team arrives and power or water is unavailable, the clean will not proceed and the booking will be cancelled. As our team and equipment have been committed to your job, this is treated as a same-day cancellation and no refund will be issued.
• We reserve the right to decline to commence or continue work if on-day conditions are materially different from those described at the time of booking.

4. Bookings and Confirmation

A booking is confirmed upon receipt of your 50% deposit, or payment in full, via our online checkout. If you pay a deposit, you authorise Stripe to securely store your payment method and process the remaining agreed balance on your cleaning day, before cleaning begins. Cleanily requests this payment on the day; it is never taken automatically on a timer. Stripe securely collects your card details and stores your payment method. Cleanily never sees or stores your payment information. Cleaning will not start until the booking is fully paid. No onsite inspection is required — your online quote is your confirmed price and completing payment secures your booking date and time. We may, in limited circumstances, confirm a booking by other means (e.g. phone or email) — in such cases, written confirmation from us constitutes the booking record.

It is your responsibility to ensure that the property and all areas to be cleaned are accessible on the agreed date and time, that all personal belongings have been removed from those areas, and that power and water are connected and fully functional. If belongings remain in an area, our team will not move or handle them and may leave that area uncleaned. If power or water is unavailable on arrival, the clean will not proceed and no refund will be issued, subject to any rights or remedies that cannot lawfully be excluded.

4A. November 2026 Carpet Offer

Code NOVCARPET50 applies to bond cleans scheduled 1–30 November 2026 (Brisbane time) and may be booked before November. It can be used until the end of 30 November 2026. After your 10% online discount, eligible carpet bedroom, living room, stairs and hallway charges are halved. This special saving may take your final price below the usual booking minimum. It does not apply to standalone carpet, mattress, upholstery or window services or other extras, and cannot be combined with other offers. Previously agreed prices remain as agreed.

5. Payment Methods & Buy Now Pay Later

We accept payment via Visa, Mastercard, and Buy Now Pay Later (BNPL) services including Afterpay, Zip, and Klarna, processed securely through Stripe. By choosing a BNPL option at checkout, you enter into a separate agreement with that provider and are bound by their terms and conditions.

• Our cancellation and refund policy (Section 6) applies in full regardless of the payment method used. Choosing a BNPL option does not alter your entitlement to, or exclusion from, a refund.
• Where a refund is due, it will be processed back to the original payment method. Refund timing is subject to Stripe and your BNPL provider's processing times, which are outside our control.
• If no refund is payable (e.g. same-day cancellation or no-show due to no power or water), you remain solely responsible for any outstanding instalments owed to your BNPL provider. We have no liability for those instalments.

6. Cancellations and Rescheduling

To cancel a confirmed booking, contact us by email or phone on (07) 3171 0961. The following cancellation fees apply based on the notice given before the scheduled clean:

• More than 48 hours notice: Refund of what you have paid, less a $40 administration fee.
• 24–48 hours notice: A cancellation fee of 50% of the agreed total applies, capped at the amount you have actually paid; the rest of what you paid is refunded.
• Less than 24 hours notice: A cancellation fee of 100% of the agreed total applies, capped at the amount you have actually paid, as we have reserved that day exclusively for your job. We never charge an unpaid balance after cancellation.

We reserve the right to reschedule a booking in the event of unforeseen circumstances (e.g. equipment failure, illness, or extreme weather). We will provide you with as much notice as possible and will offer the next available date at no additional cost.

7. Bond-Back Guarantee

We offer a bond-back re-clean guarantee. If your property manager or landlord identifies a cleaning deficiency that is directly attributable to our work, we will return to address those specific areas at no additional charge, subject to the following conditions:

• The re-clean request is made within 5 days of the original clean
• The property has not been occupied or used since our clean was completed
• The deficiency relates to work that was included in the agreed scope of service
• You provide a copy of the property manager's written itemised report

The guarantee does not cover damage, wear and tear, or items not included in the original service scope. We do not provide cash refunds in lieu of a re-clean.

8. Your Responsibilities

You agree to:

• Provide accurate information when requesting a quote or making a booking
• Ensure safe access to the property at the agreed time
• Notify us of any known hazards, fragile items, or special requirements before the clean
• Pay all invoices by the agreed due date

9. Liability and Consumer Rights

We will provide the services with due care and skill. If our negligence causes loss of or damage to your belongings while we are providing the services, we will deal with your claim in accordance with applicable law. To the extent permitted by law, we are not responsible for loss of or damage to belongings caused by your failure to remove them after we have told you that the relevant area must be cleared, or by pre-existing damage, undisclosed fragility, instability, or improper installation.

You remain responsible for providing accurate information, identifying fragile or hazardous items, and following reasonable instructions about preparing the property. We will not exclude or limit liability for our negligence, fraud, wilful misconduct, or any other liability that cannot lawfully be excluded or limited.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded.

10. Intellectual Property

All content on this website, including text, images, logos, and graphics, is owned by or licensed to Cleanily and is protected by Australian copyright law. You may not reproduce, distribute, or use any content without our prior written consent.

11. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of Queensland.

12. Changes to These Terms

We may update these Terms from time to time. The current version will always be published on this page with the date it was last updated. Continued use of our website or services following an update constitutes acceptance of the revised Terms.

13. Contact Us

If you have any questions about these Terms, please contact us at: