End Of Lease Cleaning Services Terms & Conditions

By engaging us for a cleaning service, you acknowledge that you have read, understand, and agree to the terms and conditions above. Please note that we reserve the right to update our End Of Lease Cleaning Services Terms & Conditions from time to time. ✨

Bookings

Once you submit a booking request, we will issue a quote confirming the service price and proposed booking time.

Your requested date and time may be available when the quote is issued; however, bookings are only secured once full payment has been received. We do not hold dates or times without payment confirmation.

Payment

Full upfront payment is required before the cleaning service to secure your booking.

Once your booking date and time are confirmed, an invoice will be issued. Please send payment confirmation to accounts@servtown.com.au at least 3 days (72 hours) before your appointment.

If payment is not received, the booking may be released to another customer.

Please note:

  • bank transfer does not incur additional charges
  • all prices are in Australian dollars and include GST unless otherwise stated

Quote Variations

We do our best to provide an accurate quote based on the information provided.

However, additional charges may apply if:

  • the property condition differs from what was described
  • extra cleaning is required outside the quoted scope
  • furniture, white goods, rubbish, or belongings remain onsite

We will always contact you for approval before proceeding with any quote variation. 

Disclosure Obligations

You must inform us before the service if your property contains surfaces or materials requiring special care.

This includes, but is not limited to:

  • timber flooring requiring specific cleaning products
  • damaged stone tiles
  • delicate benchtops or surfaces sensitive to strong chemicals

If this information is not disclosed before cleaning, we will not be liable for damage caused during normal cleaning procedures.

Cancellation and Rescheduling

Have a change of mind? No worries — if more than 72 hours’ notice is provided, we will issue a full refund.

If you cancel or reschedule within 72 hours before your Booking Date, a $100 cancellation fee applies. Any remaining amount paid will either be refunded or transferred to another booking.

This fee helps compensate our cleaners for reserving the time slot for your booking.

Vacant Property Requirement

End of Lease Cleaning applies only to fully vacated properties.

Before cleaning begins:

  • all furniture, rubbish, dishes, and personal belongings must be removed
  • the property must be ready for cleaning access

Items that cannot be removed using a standard vacuum (for example plastic, paper, or rubbish) are considered rubbish removal and may incur extra charges.

If the property is not fully vacated, additional housekeeping charges may apply before End of Lease Cleaning can proceed.

Moving Out During Cleaning

If moving is still in progress when our team arrives, cleaning may still commence where possible.

However, additional charges may apply if:

  • moving activity delays cleaning progress
  • people remain onsite during service
  • the property is not fully vacated at commencement

Parking Availability

If parking was initially confirmed but is unavailable when our team arrives, additional charges may apply to cover the time spent locating alternative parking.

This will be charged at $100 + GST per hour, and any paid parking fees incurred will also be added to your invoice.

If only street parking is available and our team is required to move the vehicle and find a new parking space due to time restrictions, the additional time spent doing so will be charged at $100 + GST per hour. 

Property Access

If the property cannot be accessed at the agreed time:

  • a $100 per hour non-access fee may apply
  • charges may apply up to the full job value if significant delays occur

If access is delayed by up to 1 hour and affects later bookings, we reserve the right to charge a $100 rescheduling or cancellation fee.

Service Limitations & Exceptions

During our initial inspection or during the cleaning process, there may occasionally be areas where the condition cannot be fully improved through standard cleaning. While uncommon, this can happen where stains, marks, or damage are permanent in nature.

If this occurs, those affected areas will be excluded from our Bond Back Guarantee / 72-Hour Free Reclean Service, and we will advise you as soon as they are identified.

Examples include, but are not limited to:

  • permanent carpet stains
  • permanent hard water stains
  • permanent wall marks
  • rusting
  • old grease stains
  • oven tough stains – including but not limited to burn marks, aged greasy stains which can’t be removed completely.
  • damaged surfaces where cleaning cannot restore the original condition (for example benchtops, tiles, or electrical appliances)

Fly Screens

As not all properties have fly screens, removing and cleaning fly screens will be charged separately. Pricing can only be confirmed onsite, as we need to assess the condition before quoting. 

Please note that we do not clean fly screens that require tools, such as screwdrivers, to remove and reinstall.

Light Fittings

Light fittings are dusted as part of the standard service.

If light fittings require detailed wiping due to heavy build-up, additional charges may apply.

We are not liable for broken light fittings and will not remove fittings that are difficult to access or fragile, to avoid damage. If a fitting cannot be safely removed, we will not return later to clean inside that fitting.

Blinds Cleaning

Additional charges may apply for blinds cleaning, particularly for horizontal and Venetian blinds.

Please note:

  • deep or spot cleaning of blinds is not included unless quoted separately
  • cloth blinds are excluded from cleaning

Balcony Cleaning

Most apartment buildings do not allow the use of water when cleaning balconies, as water may spill onto balconies below and potentially cause inconvenience, damage, or body corporate fines. Unless weather conditions permit, our team will generally avoid using water on balconies.

For all balconies, we provide a general vacuum and mop twice as part of the standard service.

If the balcony is heavily stained or has excessive dust or dirt requiring more than general mopping, this will be treated as an additional cleaning service, as it requires significantly more time and detailed hand wiping using minimal water.

If water use is permitted, no additional charge will apply for using water itself. However, if water is used with the client’s approval and a body corporate fine is later issued, we will not be liable for that fine.

Walls/ ceiling spot / scuff mark cleaning

If wall spot cleaning or wall washing has been selected as an extra service, please note that full stain removal cannot be guaranteed.

Some scuff marks may be permanent and may only be removable through repainting. We will advise you where this applies.

No Power / Electricity

If electricity is unavailable at the beginning of the clean or is disconnected during the service, additional charges may apply.

For apartment units, we may use a communal power point where available.

For houses, if electricity remains unavailable, we may need to return on another day to complete the service. Additional travel charges from $150 + GST may apply depending on distance and time required.

Any fines issued by the building remain the client’s responsibility.

Broken/Loose/Damaged

If we encounter windows, cupboards, blinds, light fittings, door handles, or other items that are already broken, damaged, loose, missing screws, or deteriorated, we are not responsible if they move, detach, or fall during cleaning.

It is the customer’s responsibility to advise us before the service if any such items are present.

Access Limitations

We only clean areas that are safe, visible, and reasonably accessible.

We do not:

  • clean dangerous or hard-to-reach areas
  • dismantle exhaust fans or air conditioners
  • pull out dishwashers or ovens
  • dismantle dishwasher filters

Only accessible surrounding areas will be cleaned.

Oven Cleaning 

For End of Lease Cleaning, we provide standard oven cleaning only, which covers accessible oven areas without dismantling the appliance.

Included:

  • front of oven
  • internal sides, bottom, and middle sections
  • oven trays and grills

Excluded: Oven ceiling

Please note:

  • oven ceilings are excluded because chemicals should not be sprayed directly onto heating elements, as this may cause corrosion
  • cleaning the oven ceiling generally requires dismantling by a specialist oven cleaner
  • if full oven restoration is required by your agent, a specialist oven cleaning service may be necessary
  • heavy burnt marks may improve but cannot always be fully removed, especially where long-term build-up exists

Carpet Steam Cleaning (If Included)

Stain Removal

At Servtown, we do not guarantee 100% stain removal.

Results depend on:

  • stain type
  • stain age
  • carpet material
  • previous treatment attempts

Some stains may be permanent, including bleach, ammonia, acid, grease, dye, and high-alkaline stains.

If stains cannot be fully removed, we may discuss lightening treatment with you before proceeding.

Smell & Mould Removal

We do not guarantee full odour or mould removal.

In some cases, pet urine may have penetrated the underlay or subfloor, where carpet replacement may be required to fully remove the odour.

Post Carpet Steam Cleaning

  • The carpets and rugs need a substantial amount of time (min 6-8 hours) to dry out completely after cleaning. It can take longer than 8 hours depending on the carpet condition and how ventilated the property is. 
  • We will leave all windows open more than 5 inches to create positive airflow for the carpets to dry before leaving the property. It is the client’s responsibility to shut all windows or to inform the property manager to do so within the same day after a minimum of 4 hours to prevent any rain/dust/dirt/insects/animal from entering. We will not be liable for any damages that occurred from not shutting the windows down. 
  • If clients choose to not leave the windows open/ to only open a small gap (1 to 4 inches)/ the windows cannot be physically opened for more than 5 inches/ do not have any windows in the carpeted area, We will not be liable if the carpet creates a smell after carpet cleaning.

Respectful Engagement

We reserve the right to stop or cancel the service if:

  • abusive or aggressive behaviour occurs
  • health or safety concerns arise
  • there is no reasonable access to water, electricity, or parking
  • undisclosed hazardous conditions are present

Where work cannot proceed through no fault of our own:

  • a $100 cancellation fee applies
  • if work has commenced, up to 50% of the total job fee may be charged

Photography & Service Records

By engaging our services, you agree that photos are required before, during, and after the service as proof of service, for quality assurance, and to record the condition of the property.

Some images may also be used for marketing purposes.

Please note:

  • no personally identifiable information will be disclosed publicly
  • private items will be blurred where necessary

If you do not wish images to be used for marketing, please notify us in writing before the service begins. Photos required for service records will still be taken.

Free 72-Hour Reclean Service

Our End of Lease Cleaning includes one complimentary re-clean within 72 hours if cleaning issues are raised during the final inspection.

A re-clean only applies to items covered in the original quote.

Please note:

  • balconies and decks are excluded

Please find the services inclusion & exclusion list below:

Inclusion list:  https://servtown.com.au/end-of-lease-cleaning-sydney/

Exclusion list: https://servtown.com.au/bond-cleaning-exclusion-list/

*For the full list of Terms and Conditions, please visit this link: https://servtown.com.au/terms-and-conditions

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