Terms and Conditions

1. Service Access and On-Site Requirements

• Your presence during the service is not mandatory. However, access to the property must be arranged via key or other agreed means.

• The person who made the booking must remain contactable by phone throughout the service.

• If contact cannot be established before the service commences, the company reserves the right to postpone or cancel the booking.

• The client must arrange suitable parking close to the property for the cleaning team. Any parking fees are the client’s responsibility.

2. General Service Conditions

• Properties located above ground level without lift access may incur an additional charge starting from $40.

• The client must ensure water and electricity are available at the property. Absence of these utilities voids any bond cleaning guarantee.

• The property must be completely vacated before the commencement of the service unless otherwise agreed.

• Cleaners are not responsible for moving heavy items (over 5kg). Areas blocked by furniture or items will not be covered under the service guarantee.

• Ceiling cleaning is not included in any bond cleaning package.

• Wall washing is excluded unless explicitly requested and quoted before service. Only light spot cleaning is included as standard.

• Mould, mildew, calcium buildup, or water stains are not covered under the bond cleaning guarantee.

• Cleaners are not liable for discoloration or damage resulting from long-term wear, poor maintenance, or existing surface deterioration.

• Items left behind and deemed waste will be disposed of and the company accepts no responsibility for loss.

• If cleaning appliances (e.g., air conditioners, fans, heaters) are required to facilitate the service, they must be operational and accessible.

3. Quotations and Service Agreement

• Quotes are provided based on information supplied by the client. They may change after inspection or upon discovery of conditions different from the booking description.

• Any changes to the quote will be communicated before proceeding. Client approval is required before work continues.

• If a revised quote is not accepted but service continues, the bond guarantee may be void.

• Acceptance of a quote implies full agreement to these terms and conditions.

4. Payment Policy

• A non-refundable booking fee is required to confirm your booking.

• Full payment must be completed prior to the commencement of the service unless otherwise agreed in writing.

• Payments can be made via cash or bank transfer.

• A tax invoice will be issued once payment has been received.

• All payments, including booking and service fees, are non-refundable under our No Refund Policy.

5. Cancellation and Rescheduling

• A minimum of 48 hours’ notice is required for cancellations or rescheduling. Failure to provide notice will result in a $100 cancellation or reschedule fee.

• Gold Star Bond Cleaning Brisbane reserves the right to cancel or reschedule a service if:

  • The property is unsafe for staff.

  • Access cannot be obtained at the agreed time.

  • The property’s condition or size differs from the booking description.

• If cleaners attend but the property is not ready for cleaning (e.g., tenants still moving), the client agrees to pay $40 per hour per staff member as a waiting fee or travel compensation.

6. Carpet Cleaning Terms

• Standard carpet cleaning addresses general dirt and light stains. Heavily soiled areas or stubborn stains may incur additional charges.

• Specific stain removal (e.g., ink, oil, pet urine) is not guaranteed.

• Drying time varies based on ventilation and humidity. Clients are advised to leave windows open and fans on after service.

• Pre-existing damage, fading, or wear will not be the responsibility of the cleaners.

7. Additional Services and Costs

• Services such as external window cleaning, wall washing, blinds, or appliance cleaning are not included in standard packages unless requested and quoted separately.

• Situations involving pets, long-term vacancies, or furnished properties may affect the overall cost.

• Accessibility or parking challenges may also incur extra fees.

8. Service Guarantee

Gold Star Bond Cleaning Brisbane aims to deliver exceptional quality and ensure client satisfaction.

• A 7-day service guarantee applies to all full bond cleaning packages.

• If the real estate agent identifies any missed areas within this period, a free re-clean will be provided for those checklist items.

• The guarantee applies only to items included in the original cleaning checklist sent with your quote email.

• The client must provide access and keys for the re-clean visit.

• No refund is provided under this guarantee.

• The guarantee does not apply to:

  • Permanent marks, stains, or pre-existing damage.

  • Mould, mildew, or calcium buildup that cannot be removed through standard cleaning methods.

  • Normal wear and tear, such as faded paint, worn carpets, scratched surfaces, or aged fixtures.

  • Any new dirt, stains, or damage that occur after the cleaning has been completed.

  • Areas not included in the agreed cleaning checklist.

9. 100% Bond Back Guarantee Terms

Our 100% Bond Back Guarantee is a commitment to quality through a free re-clean, not a refund policy.

Key Conditions:

• Valid for 7 days from the initial service date.

• Issues must be reported with photographic evidence and the exit inspection report from the property manager.

• Only one re-clean visit is covered under this guarantee.

• The tenant or client must arrange access for re-cleaning.

• The guarantee applies only to services and items listed in the original cleaning checklist.

10. Best Price Guarantee

• Gold Star Bond Cleaning Brisbane offers competitive rates and will match verifiable written quotes from licensed competitors providing equivalent services.

• Quotes from unlicensed or uninsured providers are not eligible for price matching.

11. Conduct and Behavior

• Any abusive, threatening, or inappropriate behavior towards our staff will result in immediate service termination without refund.

• Our cleaners have the right to leave the property if they feel unsafe or harassed.

12. Liability and Damage

• Gold Star Bond Cleaning Brisbane takes reasonable care to prevent damage during service.

• Any damage caused directly by cleaners must be reported within 24 hours of service completion for review.

• The company is not liable for damages caused by structural issues, pre-existing faults, poor maintenance, or fragile materials.

13. Photography and Quality Assurance

• By booking our services, you consent to before, during, and after photographs for internal quality assurance and promotional use.

• Clients who do not consent must notify the company in writing before the service date.

14. Force Majeure

Gold Star Bond Cleaning Brisbane will not be held responsible for any delays, cancellations, or service interruptions due to circumstances beyond our control, including severe weather, accidents, or natural disasters.

15. Governing Law

All services are provided in accordance with Australian Consumer Law. These terms are governed by the laws of Queensland, Australia.

16. Contact Information

For any questions regarding these Terms and Conditions, please contact Gold Star Bond Cleaning Brisbane through the official communication channels listed on our website.

Last Updated: 28th October 2025