Effective Date: [INSERT DATE]
Company: Clean Stamp Cleaning Services Pty Ltd
ABN: 83 689 983 373
Website: cleanstamp.com.au
These Terms and Conditions (“Terms“) govern the provision of cleaning and lawn mowing services (“Services“) by Clean Stamp Cleaning Services Pty Ltd (“Clean Stamp“, “we“, “us“, “our“) to customers (“you“, “your“, “Customer“).
By booking our Services through our website, mobile app, or other booking channels, you acknowledge that you have read, understood, and agree to be bound by these Terms.
SECTION A: GENERAL TERMS
- DEFINITIONS
“Agreement” means these Customer Terms and Conditions, including all policies referenced herein;
“Booking” means a confirmed service request made through our platform;
“Business Day” means a day that is not Saturday, Sunday, or public holiday in the state or territory where Services are performed;
“Cancellation Fee” means fees payable for cancelling or rescheduling bookings within applicable notice periods;
“Clean Stamp” means Clean Stamp Cleaning Services Pty Ltd and includes its officers, employees, agents, and independent contractors;
“Contractor” means independent contractors engaged by Clean Stamp to perform Services;
“Customer” means the person or entity booking and receiving Services;
“Force Majeure Event” means events beyond our reasonable control including extreme weather, natural disasters, government restrictions, pandemics, power outages, or industrial disputes;
“Platform” means our website, online booking system, mobile app, and related technology;
“Pre-Authorization Hold” means temporary hold on payment method to verify funds;
“Recurring Service” means services scheduled on regular basis (weekly, fortnightly, monthly);
“Service Fee” means total amount payable including GST and surcharges;
“Services” means cleaning and lawn mowing services as described in booking confirmations.
- SERVICES OFFERED
2.1 Service Categories
We provide professional services including:
- Residential Cleaning: Regular cleaning, deep cleaning, move-in/move-out cleaning
- Commercial Cleaning: Office cleaning, retail cleaning, industrial cleaning
- Lawn Mowing Services: Lawn mowing, edging, clipping removal, basic garden maintenance
- Specialised Services: Window cleaning, carpet cleaning, pressure washing (subject to availability)
2.2 Service Descriptions
Full service descriptions and current pricing are available on our Platform. Each service type has defined inclusions and exclusions. Customers must select the appropriate service type during booking.
2.3 Service Limitations
The Customer acknowledges and agrees that:
- Results may vary depending on property condition, pre-existing damage, or environmental factors
- Complete restoration to “as new” condition cannot be guaranteed
- Services are subject to safety requirements and exclusion lists
- BOOKING AND PAYMENT
3.1 Customer Booking Obligations
- The Customer must provide accurate property details, access information, and special requirements when booking
- The Customer must select the appropriate service type for their needs
- The Customer must meet minimum booking requirements (3-hour minimum for hourly bookings; minimum one bedroom for fixed-price residential services)
- The Customer acknowledges that booking confirmation creates binding obligation to pay for Services
- The Customer accepts that Clean Stamp reserves the right to refuse or cancel any booking
3.2 Customer Payment Responsibilities
- The Customer must provide valid credit card or debit card details via our secure payment gateway
- The Customer is responsible for ensuring their payment method has sufficient funds at all times
- The Customer must update payment details immediately if pre-authorization fails
- The Customer must not make payments directly to Contractors under any circumstances
- The Customer acknowledges that all prices are in AUD inclusive of GST where applicable
- The Customer acknowledges and agrees that a pre-authorisation hold will be placed on the Customer’s payment method 48 hours before the scheduled service to verify funds availability.
3.3 Payment Issues and Fees
- Failed Pre-Authorization: If pre-authorization fails, notification provided; valid payment must be updated 24 hours before service or $60 cancellation fee applies
- Late Payment: 7+ days overdue incurs $20/day fee
- Administration Fee: 30+ days overdue attracts 10% administration fee
- Debt Recovery: 90+ days overdue may engage debt recovery services with costs passed to Customer
- Chargebacks: Unauthorized chargebacks incur $100 administration fee and may result in service suspension
- CANCELLATION POLICY
4.1 Customer Cancellation Obligations
The Customer must provide all cancellations and rescheduling requests via phone (during business hours only), the booking platform or email. The Customer acknowledges that SMS, social media, or after-hours communications are not valid unless acknowledged by Clean Stamp staff.
4.2 Customer Cancellation Fee Liability
Permanent Cancellation of Recurring Services:
- The Customer must provide minimum 3 business days’ written notice
- The Customer will be charged in full for services within that 3-day notice period
Individual Recurring Booking or One-off Booking Changes:
- The Customer will pay no fee for changes with more than 2 days’ notice. Cancellations for jobs scheduled on the business day after a weekend or public holiday must be made by the last working day before 2PM, or they will count as less than 2 days’ notice. For example, a Monday job (after a normal weekend) or a Tuesday job (after a long weekend) must be cancelled by Friday 2:00 PM.
- The Customer will pay $60 fee for changes within 2 days’ notice but more than 2 hours before the scheduled job.
- A full cancellation fee applies for cancellations made within 2 hours of the scheduled job.
- Frequent changes: Three (3) or more cancellations or reschedules within any 90-day period may incur an additional charge of up to $60 per occurrence.
4.3 Customer On-Site Access Obligations
The Customer will be charged the full cancellation fee if Contractors cannot perform service due to Customer failure to:
- Provide access to property at scheduled time
- Resolve key or access issues
- Ensure payment method is valid and has sufficient funds
- Make essential utilities (water, power, lighting) available
- Secure pets or provide safe working environment
- Maintain respectful and professional environment free from abusive behaviour
4.4 Full cancellation fee
The full cancellation fee is defined as 50% of the service price or $150, whichever is greater.
4.5 Scope Reductions
Significant changes to the service scope or reduction in booked hours within the notice period will be treated as a cancellation for the reduced portion and charged in accordance with the cancellation policy.
4.6 Customer Emergency Notification Responsibility
The Customer must immediately notify Clean Stamp of genuine emergencies (illness, family crisis, severe weather) that prevent service access. The Customer must provide supporting documentation (medical certificates, emergency reports) for fee waiver consideration. The Customer acknowledges that fee waivers are at Clean Stamp’s discretion.
- PROPERTY ACCESS, PREPARATION AND SECURITY RESPONSIBILITIES
5.1 Customer Property Access Responsibilities
The Customer must:
- Provide safe and unobstructed access to the property at the scheduled time
- Ensure running water and electricity are available and functioning
- Secure all pets in safe areas away from work zones before Contractor arrival
- Remove or secure valuable items and notify Contractors of any fragile items in advance
- Provide accurate access codes, keys, or entry arrangements as agreed during booking
- Ensure work areas are accessible and not obstructed by personal belongings
5.2 Customer Service Window Acknowledgment
The Customer acknowledges that services are scheduled within a 2-hour arrival window to account for traffic and unforeseen delays. The Customer agrees to be available or ensure property access during the entire scheduled window.
5.3 Customer Pet Safety Obligations
The Customer is solely responsible for securing all pets during service appointments. The Customer acknowledges that Contractors have the right to refuse entry if pets are not properly secured. The Customer will be charged the full cancellation fee if service cannot proceed due to unsecured pets.
5.4 Customer Parking Responsibility
The Customer must ensure parking is available close to the property entrance for Contractors to carry equipment efficiently. The Customer acknowledges that in CBD or high-demand parking areas, parking costs will be added to their invoice with their approval. The Customer accepts that service may be cancelled or rescheduled if suitable parking is not available.
5.5 Customer Property Preparation Requirements
The Customer is responsible for:
- Decluttering all spaces to be cleaned to allow for effective service delivery
- Notifying Clean Stamp in writing of any fragile, damaged, or high-value items before service
- Reviewing and understanding the service scope before confirming booking
- Ensuring their payment method is valid and has sufficient funds for service charges
- Removing obstacles from service areas (toys, personal items, furniture where possible)
5.6 Hoarding or Hazardous Conditions
If the condition of your property goes significantly beyond the standard scope of our cleaning packages, our team may:
- Reassess and adjust the service rate, or
- Decline the job altogether
In cases where service cannot proceed due to incorrect job descriptions, a $150 booking fee will apply to cover travel time and costs incurred.
5.7 Security Measures
- Secure key handling and return procedures
- Property gate closure and security maintenance during and after service
- Immediate reporting of security concerns
- Documentation of property condition
- Lost key replacement Customer responsibility
- Key duplication strictly prohibited
- Access code security and confidentiality
- SERVICE STANDARDS AND SATISFACTION GUARANTEE
6.1 Service Commitment
We are committed to delivering high-quality Services meeting agreed specifications and industry standards.
6.2 Satisfaction Guarantee Coverage
- Review of service concerns with corrective action
- Free re-clean or re-mow of affected areas within 72 hours of complaint acceptance for missed or incomplete tasks
- Partial refund or service credit if re-clean not feasible
6.3 Customer Guarantee Compliance Requirements
The Customer must:
- Report issues within 24 hours of service completion (72 hours for Move-in/Move-out services)
- Provide clear, date/time-stamped photographic evidence
- Pay $100 non-refundable fee for end-of-lease re-clean requests after 72-hour window
- Maintain premises in same condition as when original service completed (e.g. no further use or occupancy for Move-in/Move-out cleaning).
- Provide access for inspection and/or re-clean as required by Clean Stamp
6.4 Customer Guarantee Exclusion Acknowledgment
The Customer acknowledges and agrees that the satisfaction guarantee excludes:
- Areas or tasks not included in original service checklist
- Pre-existing conditions, such as permanent stains or damage that cannot be fixed by normal cleaning, heavy weed growth, poor soil quality, or lawn bald patches
- Restricted access situations (e.g. locked rooms, aggressive pets, obstructed surfaces)
- Conditions arising after cleaning
- Services excluded under WHS Exclusion List
- Post-cleaning changes from external factors
6.5 Customer Guarantee Limitation Acknowledgment
The Customer acknowledges and agrees that:
- Re-clean is limited to specific reported areas only
- Only one satisfaction guarantee applies per service
- Clean Stamp is not liable for consequential damages or indirect claims
- Continued dissatisfaction may result in service cancellation at Clean Stamp’s discretion
- EXCLUSIONS AND LIMITATIONS
7.1 General Exclusions
Services exclude tasks that pose safety risks, require specialized equipment, or fall outside standard cleaning scope. Detailed exclusion list available on Platform and provided with service bookings.
7.2 Customer Key Exclusion Category Acknowledgment
The Customer acknowledges and agrees that excluded categories include:
- Height work above 2 metres without approved equipment
- Electrical repairs or working with exposed wiring
- Hazardous materials (mould, asbestos, biohazards, medical waste)
- Heavy lifting or furniture moving over 5kg
- Specialist surfaces requiring particular treatments
- Unsafe or unsanitary conditions
- Areas requiring professional licences or certifications
7.3 Customer Exclusion Protocol Acknowledgment
The Customer acknowledges and agrees that if exclusions are identified during service, Contractors will complete all other agreed tasks and skip excluded areas without penalty. Customer charged for completed work only.
- LIABILITY AND INSURANCE
8.1 Contractor Insurance
All Contractors carry public liability insurance. Customers are recommended to maintain appropriate property and contents insurance.
8.2 Customer Damage Claim Responsibilities
The Customer must:
- Submit all damage claims in writing with clear photographs within 24 hours of service completion
- Provide specific details about the nature and extent of any alleged damage
- Allow Clean Stamp reasonable access to inspect reported damage
- Preserve the damaged area in its post-service condition until assessment is complete
- Provide evidence that damage was not pre-existing if requested
The Customer acknowledges:
- Claims assessment may take up to 45 days to complete
- Clean Stamp will coordinate with insurers for valid claims
- Clean Stamp is not liable for pre-existing damage, fair wear and tear, or damage in obstructed/unsafe areas
8.3 Customer Liability Limitations Acknowledgment
The Customer acknowledges and agrees that:
- Clean Stamp’s maximum liability is limited to the lesser of (a) the amount paid for the specific service, or (b) AUD $1,000 per incident
- Clean Stamp has no liability for loss of profit, revenue, goodwill, or any indirect/consequential damages
- These limitations do not exclude rights under Australian Consumer Law that cannot be excluded
8.4 Customer Indemnification Obligations
The Customer agrees to indemnify Clean Stamp against all claims, losses, damages, and expenses (including legal costs) arising from:
- The Customer’s breach of these Terms
- The Customer’s negligent or intentional acts or omissions
- Third parties under the Customer’s control acting negligently or intentionally
- Property conditions existing at the premises (except where Clean Stamp’s proven negligence is the cause)
- CONTRACTOR RELATIONSHIPS
9.1 Independent Contractors
We engage background-checked independent contractors and cleaning companies through our onboarding process.
9.2 Customer Non-Solicitation Obligations
The Customer agrees not to directly solicit or employ our Contractors for private work for 12 months from their last booking with Clean Stamp.
The Customer acknowledges that breach of this non-solicitation obligation will cause Clean Stamp to suffer losses including administrative costs, lost revenue, and business disruption costs that are difficult to quantify precisely.
The Customer agrees that in the event of a breach of the non-solicitation obligation, Clean Stamp may:
- Terminate the Customer’s access to Services immediately
- Seek injunctive relief to prevent further breaches
- Claim compensation for actual losses suffered, including lost revenue from the affected contractor relationship
- Recover reasonable legal costs and expenses incurred
9.3 Conduct Standards
Zero-tolerance policy for verbal or physical abuse toward Contractors. Contractors may withdraw from unsafe situations with full service fees potentially applicable.
- INTELLECTUAL PROPERTY AND PLATFORM USE
10.1 Ownership
All Platform content, branding, software, and materials are intellectual property of Clean Stamp or licensors.
10.2 Limited License
Customers granted limited, non-exclusive, non-transferable licence to access Platform solely for booking and managing Services.
10.3 Customer Platform Usage Restrictions
The Customer must not:
- Reproduce, modify, or redistribute Platform content without authorisation
- Use Clean Stamp trademarks without written authorisation
- Reverse-engineer or extract source code from Platform systems
- Introduce harmful code or attempt unauthorised access to systems
- Harass, threaten, or abuse staff or Contractors through the Platform
- Upload defamatory, obscene, or objectionable content
- Misrepresent identity or impersonate another person
- Use Platform for any unlawful activities
- PRIVACY AND COMMUNICATIONS
11.1 Privacy Policy
Personal information collection, use, and protection governed by our Privacy Policy available on Platform.
11.2 Marketing Communications
Customers may opt in/out of promotional communications at any time.
11.3 Recording Consent
Use of Services constitutes consent to call recordings and message logging for quality assurance and training.
- DISPUTE RESOLUTION
12.1 Resolution Process
- Good Faith Negotiations: Parties agree to engage in good faith negotiations before legal remedies
- Reporting Deadline: Disputes must be raised within 14 days of service date
- Mediation: Unresolved disputes referred to mediation or arbitration under state law
- Jurisdiction: Governed by the laws of the Commonwealth of Australia and the laws of the state or territory where the services are performed
12.2 Customer Abuse of Process
Clean Stamp may refuse service and pursue legal remedies for the following conduct by Customers:
- Repeated unfounded claims or complaints
- Fraudulent or exaggerated damage or service complaints
- Abusive, threatening, or hostile behaviour toward staff or Contractors
- Misuse of satisfaction guarantee for unwarranted benefits or discounts
- TERMINATION
13.1 Customer Termination
Customers may terminate account by emailing support. User profile disabled within 14 days of request.
13.2 Clean Stamp Termination Rights
Clean Stamp may terminate or suspend Customer access to Platform and Services for:
- Customer breach of these Terms
- Customer abusive conduct or safety concerns toward staff or Contractors
- Customer failure to pay outstanding fees or charges
- Customer misuse of Platform or Services
Upon termination of Customer access:
- Customer loses authorisation to access Platform using registered email or any controlled email address
- Customer remains bound by all restrictions, obligations, and liabilities in these Terms
- All licences granted by Customer and disclaimers, indemnities, and liability limitations survive termination
- FORCE MAJEURE
Clean Stamp not liable for service delays or failures due to Force Majeure Events. Alternative arrangements offered when circumstances permit.
- GENERAL PROVISIONS
15.1 Entire Agreement
These Terms constitute complete agreement between parties regarding Services.
15.2 Amendments
Terms may be updated from time to time. Changes effective upon Platform publication. Continued service use constitutes acceptance.
15.3 Severability
Invalid provisions do not affect remaining Terms validity.
15.4 Governing Law
Terms governed by the laws of the Commonwealth of Australia and the laws of the state or territory, with exclusive court jurisdiction.
SECTION B: RESIDENTIAL CLEANING SERVICES
- RESIDENTIAL SERVICE SCOPE
Service Types, Standard Inclusions and Exclusions – The Company will provide residential services in accordance with its published Service Standards, Checklists, and Exclusions, as set out on the Company’s website. Customers should refer to the website for the most current version of these documents, which are incorporated into and form part of this Agreement.
- RESIDENTIAL ACCESS AND SAFETY
- Key management through secure lockboxes or direct handover
- Alarm system operation as instructed
- Respect for family schedules and privacy
- Child and pet safety protocols
- RESIDENTIAL PRICING POLICIES
18.1 Pricing Structure
- Fixed pricing based on property size (bedrooms/bathrooms)
- Hourly rates available for customized services
- Recurring service discounts applied
- Additional charges for excessive cleaning requirements
18.2 Residential Cancellation Specifics
Standard cancellation policy applies with residential considerations:
- Same-day cancellations: Higher fees due to contractor scheduling
- Recurring service adjustments: Advance notice requirements
- Holiday and weekend surcharges may apply
SECTION C: LAWN MOWING SERVICES
- LAWN MOWING SERVICE SCOPE
19.1 Lawn Mowing Services and Exclusions
The Company will provide lawn mowing services in accordance with its published Service Standards, Checklists, and Exclusions, as set out on the Company’s website. Customers should refer to the website for the most current version of these documents, which are incorporated into and form part of this Agreement.
19.2 Lawn Care Quality Standards
Mowing Requirements:
- Appropriate grass height for seasonal conditions and grass type
- Consistent cutting patterns for professional appearance
- Scalping prevention and lawn health protection
Finishing Standards:
- Complete clipping removal from driveways and pathways
- Neat edging along all hard surfaces
- Tidy appearance of lawn borders and edges
- LAWN MOWING ACCESS AND SAFETY
20.1 Property Preparation
Customer responsible for:
- Removing toys, hoses, and personal items from lawn areas
- Clearing pet waste and debris from mowing zones
- Ensuring unobstructed access to all lawn areas
- Identifying and marking sprinkler systems or underground utilities
- Securing gates and ensuring contractor access
20.2 Weather and Environmental Considerations
- No service during heavy rain, storms, or lightning conditions
- High wind restrictions (exceeding 30 km/h)
- Frost or icy condition postponements
- Extreme heat delays (above 38°C)
- LAWN MOWING PRICING AND SCHEDULING
21.1 Pricing Structure
Standard Pricing:
- Small lawns (under 300m²): Fixed rate
- Medium lawns (300-600m²): Fixed rate
- Large lawns (over 600m²): Area-based pricing
Additional Service Pricing:
- Hedge trimming: Per linear meter rates
- Garden bed maintenance: Hourly rates
- Green waste removal: Per service charges
- Overgrown lawn surcharges: Assessment-based pricing
21.2 Scheduling Considerations
Seasonal Scheduling:
- Spring/Summer: More frequent service requirements
- Autumn/Winter: Reduced frequency options
- Weather-dependent rescheduling protocols
- Holiday period service adjustments
Service Frequency Options:
- Weekly service during peak growing seasons
- Fortnightly service for regular maintenance
- Monthly service for slower-growing areas
- One-off services for property preparation
CONTACT INFORMATION
Clean Stamp Cleaning Services Pty Ltd
Email: admin@cleanstamp.com.au
Phone: [INSERT PHONE]
Website: cleanstamp.com.au
Customer Service Hours: Mon-Fri 08:00 AM to 6:00 PM Sat 9:00 AM to 1 PM
ACKNOWLEDGMENT: By booking our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. These Terms may be updated from time to time, and continued use of our Services constitutes acceptance of any modifications.