Effective Date: 30 July 2026

Welcome to Cleenex Property Maintenance (“Cleenex”, “we”, “our”, or “us”). These Terms & Conditions govern your use of our website, https://cleenexproperty.com.au/, and all services provided by Cleenex Property Maintenance.

By requesting a quote, making a booking, accessing our website, or engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree with these Terms, you should not use our website or services.

We reserve the right to amend these Terms & Conditions at any time. Any updates will take effect once published on our website.

1. Definitions

For the purposes of these Terms & Conditions:

Customer means the individual, company or organisation requesting or receiving our services.

Company, We, Us, or Our means Cleenex Property Maintenance.

Service means any cleaning or property maintenance service provided by Cleenex Property Maintenance.

Property means the residential, commercial or industrial premises where the service is to be carried out.

Cleaner or Technician means an employee or authorised contractor engaged by Cleenex Property Maintenance.

2. Our Services

We provide a range of cleaning and property maintenance services including but not limited to:

• Residential Cleaning
• Commercial Cleaning
• End of Lease Cleaning
• Builders Cleaning
• Deep Cleaning
• Carpet Steam Cleaning
• Window Cleaning
• Pressure Washing
• Gardening & Lawn Maintenance
• Rubbish Removal
• Property Maintenance
• Other services advertised on our website.

Services may vary depending on location, availability and property conditions.

3. Quotes & Pricing

All quotations are provided in good faith based on the information supplied by the Customer.

Our quotations assume that the information provided regarding the property’s size, condition and service requirements is accurate.

We reserve the right to revise a quotation where:

• the property differs from the description provided;
• additional rooms, bathrooms or areas are identified;
• excessive dirt, mould, grease, pet hair or staining is present;
• additional labour or equipment is required;
• specialist cleaning is necessary;
• hazardous conditions exist;
• additional services are requested during the appointment.

Where additional work is required, we will advise you before proceeding whenever reasonably possible.

If the revised quotation is declined, we may reduce the scope of work or cancel the booking.

4. Bookings

Bookings are confirmed only after acceptance by Cleenex Property Maintenance.

We reserve the right to refuse or cancel bookings where:

• incorrect information has been supplied;
• the requested service cannot be completed safely;
• suitable access cannot be provided;
• payment requirements have not been met;
• abusive or inappropriate behaviour has occurred.

Appointment times are estimates only.

Traffic conditions, previous jobs, weather, emergencies and unforeseen delays may affect arrival times.

We may arrive up to 30 minutes before or after the scheduled appointment time.

5. Customer Responsibilities

To ensure the best possible results, Customers agree to:

• provide accurate booking information;
• provide safe and unrestricted access to the property;
• ensure electricity and running water are available where required;
• remove valuable, fragile or sentimental items before the service;
• secure pets appropriately;
• notify us of any hazards before the appointment;
• advise us of any special cleaning requirements.

Failure to provide accurate information may result in additional charges or cancellation.

6. Property Access

The Customer is responsible for ensuring our team can access the property at the agreed time.

Where keys need to be collected from another location, additional travel charges may apply.

If our staff cannot gain access because:

• nobody is present;
• incorrect keys have been supplied;
• security codes are incorrect;
• building access is unavailable;
• entry instructions are inaccurate,

we reserve the right to charge up to the full cost of the scheduled service.

7. Cancellations & Rescheduling

We understand that plans sometimes change.

To avoid cancellation fees, any cancellation or rescheduling request should be made at least 48 hours before the scheduled appointment.

The following charges apply:

• More than 48 hours’ notice – No cancellation fee.
• Less than 48 hours’ notice – 50% of the booking value.
• Less than 24 hours’ notice – 100% of the booking value.
• Same-day cancellation or cancellation after 5:00 pm on the day before the service – 100% of the booking value.

These fees compensate for staff scheduling, travel arrangements and reserved appointment times.

8. End of Lease Cleaning

End of Lease Cleaning appointments require additional planning and staffing.

Because these bookings reserve significant resources, the following cancellation fees apply:

• Cancellation within 48 hours – 50% of the booking amount.
• Cancellation within 24 hours or on the day – 100% of the booking amount.

Customers should only schedule an End of Lease Clean once:

• all furniture has been removed;
• the property is vacant;
• repairs and maintenance have been completed;
• electricity and water are connected.

Failure to meet these requirements may affect any service guarantee.

9. Access Refusal & Unsafe Conditions

Our staff reserve the right to refuse or discontinue a service if:

• the property is unsafe;
• aggressive behaviour occurs;
• illegal activity is present;
• hazardous materials are found;
• dangerous animals are unsecured;
• conditions place our staff at unreasonable risk.

Where work cannot proceed for these reasons, cancellation fees may still apply.

10. Payment Terms

Unless otherwise agreed in writing:

Payment is required on or before completion of the service.

We accept:

• Visa
• Mastercard
• American Express
• Debit Cards
• Electronic Bank Transfer
• Other approved payment methods

Invoices must be paid by the due date shown.

Late payments may incur:

• administration fees;
• interest where permitted by law;
• debt recovery costs;
• legal recovery expenses where applicable.

The Customer agrees to pay all reasonable recovery costs associated with overdue accounts.

11. Recurring Services

Recurring cleaning services may be paused, rescheduled or cancelled by providing at least 48 hours’ notice.

Repeated cancellations or missed appointments may result in cancellation of recurring service arrangements.

We reserve the right to adjust pricing where service requirements change over time.

12. Heavy Furniture & Appliances

For workplace safety reasons, our staff will not move heavy furniture or appliances unless specifically agreed in writing.

If areas behind heavy furniture cannot be safely accessed, those areas will not be cleaned.

This includes but is not limited to:

• Refrigerators
• Washing machines
• Dryers
• Large sofas
• Cabinets
• Bookcases
• Entertainment units
• Heavy outdoor furniture

Customers wishing these areas cleaned should move such items before our arrival.

13. Rubbish Removal

Unless rubbish removal has been booked as part of the service, Customers must remove rubbish and personal belongings before our arrival.

Additional rubbish removal requested during the appointment may incur extra charges.

14. Satisfaction Guarantee

We take pride in delivering high-quality workmanship.

If you believe an area included in your booked service has been missed, you must notify us within 24 hours of service completion.

Where appropriate, we will arrange a complimentary re-visit to rectify the specific issue.

Refunds will generally not be offered where a reasonable opportunity to rectify the work has not first been provided.

15. End of Lease Satisfaction Guarantee

Where an End of Lease Cleaning service includes our satisfaction guarantee, the guarantee applies only to the services specifically included in your booking confirmation.

The guarantee does not apply where:

• Additional services were declined or not booked (such as carpet steam cleaning, exterior windows, pressure washing, blinds, or wall washing).
• The property has been re-entered, occupied, or further work has been carried out after our service.
• New dirt, dust, paint, plaster, construction residue, or damage occurs after our service.
• Utilities such as electricity or running water were unavailable during the service.
• Pre-existing stains, permanent discolouration, mould damage, rust, wear and tear, or deterioration cannot reasonably be removed.
• Areas were inaccessible due to furniture, belongings, locked rooms, or safety concerns.

If the managing agent or landlord identifies cleaning issues relating only to the services we completed, the Customer must notify Cleenex Property Maintenance within 72 hours of the service and provide:

• The inspection report (if available);
• Clear photographs of the areas requiring attention; and
• Reasonable access for us to return and inspect or re-clean the affected areas.

Where appropriate, we will arrange a complimentary re-clean of the identified areas. Refunds will not be provided where a reasonable opportunity to rectify the work has not been given.

16. Property Condition

Customers are responsible for providing an accurate description of the property’s condition when requesting a quotation.

If the property is significantly different from the information originally supplied, including but not limited to:

• excessive dirt or grime;
• heavy grease build-up;
• mould contamination;
• pet hair;
• excessive rubbish;
• biohazards;
• construction residue;
• additional rooms or bathrooms;

we reserve the right to revise the quotation before continuing with the service.

If the revised quotation is declined, we may cancel or reduce the scope of work.

17. Damage & Liability

Our team exercises reasonable care while performing services.

Despite our best efforts, accidents may occasionally occur.

Any claim relating to damage must:

• be reported within 24 hours of the service;
• include photographs where possible; and
• provide sufficient information for investigation.

We are not responsible for:

• pre-existing damage;
• normal wear and tear;
• faulty fixtures or fittings;
• deterioration caused by age;
• poor workmanship by previous trades;
• items that cannot safely withstand normal cleaning methods.

Certain materials may deteriorate over time and may be susceptible to damage despite careful handling. These include, but are not limited to, ageing paintwork, loose tiles, deteriorated grout, damaged blinds, brittle plastics, oxidised fittings and worn timber finishes.

Our liability is limited to the extent permitted under Australian law.

18. Customer Property

Customers should secure or remove:

• jewellery;
• cash;
• important documents;
• firearms;
• collectibles;
• artwork;
• fragile ornaments;
• sentimental items;
• electronic devices.

While we take every reasonable precaution, Cleenex Property Maintenance accepts no responsibility for unsecured valuables left within the work area.

19. Health & Safety

The safety of our employees, contractors and customers is our highest priority.

We reserve the right to refuse, suspend or discontinue any service where our staff reasonably believe the environment presents an unacceptable risk, including:

• unsafe structures;
• asbestos or hazardous materials;
• bodily fluids;
• chemical hazards;
• aggressive animals;
• abusive or threatening behaviour;
• illegal activity.

Where work cannot safely continue, charges may still apply for time, travel and resources already committed.

20. Customer Conduct

Customers must treat our employees and contractors with courtesy and respect.

Abusive, discriminatory, threatening, intimidating or violent behaviour will not be tolerated.

Where such behaviour occurs, Cleenex Property Maintenance reserves the right to:

• immediately cease the service;
• leave the property;
• refuse future bookings;
• recover outstanding costs; and
• report unlawful conduct to the appropriate authorities where necessary.

21. Photography

To assist with quality assurance, staff training and service documentation, we may take photographs before, during and after a service.

These photographs may be used for:

• documenting property condition;
• quality control;
• internal staff training;
• insurance or dispute resolution.

Photographs identifying a customer or their personal belongings will never be used for marketing purposes without prior permission.

22. Complaints

If you are dissatisfied with any aspect of our service, we encourage you to contact us promptly.

Complaints should be submitted within 24 hours of the service wherever possible.

To assist our investigation, please include:

• your name;
• contact details;
• property address;
• booking date;
• description of the issue; and
• supporting photographs where available.

We will investigate the matter and respond within a reasonable timeframe.

23. Refunds

Our preference is always to resolve concerns through inspection and, where appropriate, a re-clean.

Refunds will only be considered where:

• a service cannot reasonably be rectified;
• required under Australian Consumer Law; or
• otherwise agreed by Cleenex Property Maintenance.

Nothing in these Terms limits your rights under the Australian Consumer Law.

24. Website Use

By accessing our website, you agree not to:

• interfere with website security;
• upload malicious software;
• attempt unauthorised access to our systems;
• copy website content without permission;
• use the website for unlawful purposes.

We reserve the right to suspend or restrict access where misuse is detected.

25. Intellectual Property

Unless otherwise stated, all content appearing on this website, including text, logos, graphics, images, branding, designs and other materials, is the property of Cleenex Property Maintenance or used under licence.

No material may be copied, reproduced, distributed or published without our prior written consent.

26. Privacy

Your privacy is important to us.

Our collection, use and storage of personal information is governed by our Privacy Policy, available on our website.

By using our services, you acknowledge that you have read and accepted our Privacy Policy.

27. Australian Consumer Law

Nothing contained in these Terms & Conditions excludes, restricts or modifies any rights or remedies available to consumers under the Competition and Consumer Act 2010 (Cth) or any other applicable legislation.

Where permitted by law, our liability is limited to:

• supplying the services again; or
• paying the reasonable cost of having the services supplied again.

28. Force Majeure

We will not be liable for delays or failure to perform services resulting from circumstances beyond our reasonable control, including but not limited to:

• severe weather;
• floods;
• bushfires;
• pandemics;
• government restrictions;
• industrial action;
• power outages;
• supplier shortages;
• transport disruptions; or
• other unforeseen events.

Where possible, affected appointments will be rescheduled at the earliest mutually convenient time.

29. Governing Law

These Terms & Conditions are governed by the laws of the State of Victoria, Australia.

Any dispute arising from these Terms or our services shall be subject to the jurisdiction of the courts of Victoria.

30. Amendments

Cleenex Property Maintenance may update these Terms & Conditions at any time.

The latest version will always be published on our website.

Continued use of our website or services after changes are published constitutes acceptance of the updated Terms.

31. Contact Us

If you have any questions regarding these Terms & Conditions or our services, please contact us:

Cleenex Property Maintenance

Website: https://cleenexproperty.com.au/

Phone: 0452 559 425

Email: info@cleenexproperty.com.au

Acceptance

By requesting a quotation, making a booking, using our website, or engaging Cleenex Property Maintenance to provide services, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

These Terms & Conditions form the entire agreement between Cleenex Property Maintenance and the Customer unless otherwise agreed in writing.