THE CLEAN BUREAU — TERMS & CONDITIONS (FINAL VERSION)

Last updated: February 2026

Service Agreement & Terms of Trade

Welcome to The Clean Bureau.
We operate as a boutique introductory agency, connecting clients with experienced, independent cleaning professionals (“Cleaners”).

By booking a service through The Clean Bureau, you acknowledge:

• Services are carried out by independent contractors engaged directly by you
• The Clean Bureau facilitates bookings, communication, payment processing, and quality assurance
• We are not the direct provider of the cleaning service

This structure allows us to offer a premium, carefully curated experience while maintaining transparency in how services are delivered.

1. BOOKINGS & PAYMENT

1.1 Booking Your Service

All bookings are made via our online form or through assisted booking (phone/email).
You must provide accurate details about your home, access, and service requirements.

1.2 Payment Processing

Payments are captured securely via Stripe at the time of booking (or shortly prior).
For NDIS Plan-Managed clients, invoices are sent directly to the Plan Manager.

The Clean Bureau:

• does not store credit card information
• manages payment processing on behalf of cleaners
• retains a service/agency fee for facilitating the booking

1.3 Pricing Adjustments

All pricing is displayed transparently at the time of booking.
If the property requires additional time or work beyond the scope selected, we may adjust the price after discussing this with you.


2. CANCELLATIONS & RESCHEDULING

To respect cleaner time and scheduling:

More than 24 hours’ notice

✔ No fee

4–24 hours’ notice

✔ 50% of the service fee may apply

Less than 4 hours’ notice or no access (“lockout”)

✔ 100% of the service fee may apply

This is standard for premium home services and ensures fairness to the cleaner who has reserved this time.

3. QUALITY ASSURANCE (“THE BUREAU STANDARD”)

Your satisfaction matters.
If you believe an area has been missed, notify us within 24 hours, and we will:

• review the photos and details
• coordinate a reasonable return visit with your cleaner to address the specific area

We do not offer refunds, but every effort will be made to ensure your clean meets the Bureau Standard.

4. ACCESS & SAFETY

4.1 Property Access

Clear access instructions must be provided (key safe, concierge, or someone present).
If the cleaner cannot enter, this will be treated as a late cancellation.

4.2 Safe Working Environment

Cleaners have the right to refuse or withdraw from a service if the home is:

• unsafe
• unsanitary/biohazardous
• abusive or hostile

We support our cleaners in ensuring a safe, respectful workplace.

5. NON-SOLICITATION

Clients agree not to directly hire, engage, or contract with any cleaner introduced by The Clean Bureau for a period of 12 months after their last booking.

This protects the integrity of our curated network.

6. LIABILITY

As cleaners are independent contractors:

• The Clean Bureau is not liable for damages, loss, theft, or performance issues
• Cleaners are responsible for their own conduct and insurance
• We assist with coordination, documentation, and dispute support

Our role is to facilitate a smooth experience, but the service contract exists between you and the cleaner.

7. PHOTOS & CHECKLISTS

Cleaners may take before and after photos purely for:

• quality control
• dispute resolution
• internal training

Photos will never include personal identity information or be used for marketing without your explicit written consent.

8. BOND / END-OF-LEASE CLEANS

End-of-lease cleans follow an extensive checklist but:

• we cannot guarantee agent approval where dirt/damage is pre-existing
• additional fees may apply if the property requires significant extra work
• we do not guarantee “bond back” when factors outside cleaning are involved (damage, repainting, wear, etc.)

We act professionally and fairly to ensure a smooth handover wherever possible.

9. PRIVACY

We handle all personal information in accordance with our Privacy Policy.
Your data is never sold or traded.
You can request access or deletion at any time.


10. CHANGES TO TERMS

The Clean Bureau may update these Terms occasionally.
The current version will always appear on our website.


11. CONTACT

For any questions, updates or support:

Email: support@thecleanbureau.com.au
Call:  (07) 3667 7450

We’re here to help — and committed to delivering an exceptional experience every time.