House 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 House Cleaning Services Terms & Conditions from time to time. ✨

Bookings – First-Time Customer

For first-time house cleaning customers:

A $80 deposit is required to confirm the booking
A valid credit card must be kept on file through Stripe

How does it work?

Once you are happy to proceed with your booking, we will issue an $80 deposit invoice via Stripe (our third-party payment processor). You may pay this via credit card or direct debit.
Once the $80 deposit is paid through Stripe, your credit card or direct debit details will be securely stored in Stripe and used as the primary payment method for your booking and any future recurring house cleaning services, unless otherwise agreed (for example, cash payment on the day of service).
By engaging our services, you authorise us to charge:

The remaining balance of your first booking after the service has been completed; and
Future recurring cleaning payments using the same payment method stored on file.

Your payment details are stored securely through Stripe. For privacy and security reasons, card numbers are encrypted and only the last four digits are visible. Our office staff do not have access to your full payment details.
Customers may cancel recurring services at any time in accordance with our cancellation policy.

Bookings – Recurring Customer

A credit card on file is required to secure future bookings

Payments – Direct credit via Stripe

Recurring house cleaning services are charged automatically using your payment method stored securely through Stripe after each service has been completed.
If payment cannot be processed due to insufficient funds or payment issues, we will contact you to arrange an alternative payment method or updated card details.
If an invoice remains unpaid for more than 7 days after service, Servtown reserves the right to suspend future recurring bookings until all outstanding amounts have been paid.
Unless otherwise agreed, payment may also be made in cash.

Cancellation and rescheduling

We require 24 hours’ notice for any cancellation or rescheduling request.

If a booking is cancelled or rescheduled within 24 hours of the scheduled service, a $100 cancellation fee applies.
If our cleaners arrive onsite and cannot proceed through no fault of our own (for example, no one is home to provide access, or our team waits longer than 15 minutes), a $100 call-out fee applies.
If we are unable to reach you by phone at the time of service after multiple contact attempts, our team will wait up to 30 minutes before leaving, and the cancellation fee will apply.

Respect & Courtesy

Please treat our cleaners with respect and courtesy, and we will do the same.

If our cleaners experience verbal abuse or unsafe behaviour, we reserve the right to stop or cancel the service immediately.

If cleaning has not started, a $100 cancellation fee applies.
If cleaning has started but cannot be completed, a minimum of 50% of the job fee will be charged.

Cleaning Tools & Products

We provide all cleaning products and equipment required to complete the service.

Client to provide (required for hygiene reasons):

Toilet brush

Optional:

Mop set (recommended: Oates mop head and handle)

Some clients prefer us to use their own mop set, however we have found the Oates mop set provides better grip and a more effective clean.

Paid Parking Fees

If your property is located in a high-density area with limited visitor or free street parking, and our team needs to use paid parking, the parking fee will be added to the invoice.

No Lock-In Contracts

If you wish to stop your recurring house cleaning service, simply provide 7 days’ written notice and we will cancel your subscription. No lock-in contract applies.

Satisfaction Guarantee

We aim to deliver a high standard of service every time.

If you are not satisfied with any aspect of the clean (within reasonable grounds and it’s covered in the work scope), please contact us with relevant details and photos.

Where appropriate, we may

return for a re-clean free of charge
provide a reasonable service adjustment or discount

We aim to arrange any re-clean within 2–4 days of the original service.

How do I contact the office regarding my service?

You can contact the office via phone, text or email.

Office Hours: Monday to Friday, 9:00am – 5:00pm

Call/ Text Message: 0422 1140 76

Email: support@servtown.com.au

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 beyond the quoted scope
additional areas or tasks are requested

We will always seek your approval before proceeding with any variation.

Same Cleaners

We do our best to assign the same cleaner regularly.

However, if your usual cleaner is unavailable due to illness, emergency, or scheduling needs, we reserve the right to assign another cleaner or team member while maintaining the same service standard.

If a booking depends on one specific cleaner only and we cannot provide that cleaner, we reserve the right to cancel the service.

Sick Policy

If anyone in your household has a contagious illness, please let us know and reschedule your clean, even if it is the same day.

A late cancellation fee may still apply unless otherwise agreed.

Fair Go Policy

Our flat-rate services are results-based rather than strictly time-based.
If a property requires more work than reasonably expected, our team may clean for up to 25% longer than the estimated service time.
If further time is required beyond this, additional charges may apply, and we will contact you before proceeding.

Valuable Belongings

Please store valuable belongings such as jewellery, cash, watches, and other personal valuables securely before the service to avoid disputes or misunderstandings.

Cleaning at Heights

Our cleaners do not clean at heights.

Any cleaning requiring ladders above a 2-step ladder will not be performed for safety and insurance reasons.

Furniture Moving

Furniture moving is not included in our standard house cleaning service.

If you would like areas underneath heavy furniture such as beds, sofas, or couches cleaned, please ensure these items are moved before the service begins and notify us in advance.

Please note that our standard house cleaning service does not include time for customers to move furniture during the cleaning. If furniture is moved during the service and the areas underneath require substantial additional cleaning — for example, where there is heavy dust, litter, or built-up dirt under a couch or bed — this may be treated as a deep cleaning service, and a minimum additional charge of $60 – $100 + GST will apply, depending on the size of your property and the actual condition.

Additional charges may also apply if moving furniture during the service causes delays to our team’s schedule or affects subsequent bookings.

Our team also reserves the right to decline cleaning underneath furniture if time does not permit due to scheduling commitments.

Pets & Excessive Pet Hair

We love pets as much as you do. However, homes with pets such as cats and dogs often require additional cleaning time, as pet hair can build up on carpets, furniture, bedding, curtains, and other surfaces, and may also affect vacuum cleaner performance.

If our team finds that extra time is needed due to excessive pet hair or pet-related cleaning beyond what is reasonably covered under the standard service, an additional charge may apply.

This may include:

heavy pet hair build-up on carpets, furniture, bedding, or curtains
pet hair clogging cleaning equipment
strong pet odours requiring extra attention
repeated vacuuming of the same areas
additional cleaning of hard-to-reach areas

We will always let you know if additional charges are required.

Please note that cleaning requirements may change over time, even for regular clients. If pet hair or pet-related cleaning increases over time, we reserve the right to review and adjust the service price accordingly.

Light Fixtures & Hanging Items on the Wall:

We do not clean chandelier lights, ceiling lights, pendant lights, wall art, or photo frames.

For safety reasons, our team avoids cleaning or dusting fragile, hanging, or delicate items where there is a risk they may fall, become damaged, or cause injury.

Chemicals & Abrasives:

We use the cleaning products and chemicals best suited to each job.

For initial cleans, stronger products may sometimes be required compared with regular ongoing cleans, as deeper build-up often requires more intensive treatment. In most cases, effective chemicals reduce the need for abrasive scrubbing.

Shower screens and other items:

Shower screens often have soap scum and hard water stains that can be difficult to remove.

Please note:

some minor scratches may already exist beneath surface build-up and may become more visible after cleaning
hard water stains left over time can permanently etch into the glass
if marks remain after cleaning, they are likely permanent and not removable through standard cleaning

The only solution for etched glass is replacement.

Homes in areas with hard water may also experience faster tap corrosion. In some cases, installing a water softener may help reduce future build-up.

Window frames, door frames, glasses cleaning:

Window frames, door frames, and glass cleaning are not included in our standard house cleaning service.

These can be added as an extra service, so please let us know in advance if required.

Oven Cleaning

We provide standard oven cleaning only, which covers accessible oven areas without dismantling the appliance.

Included:

front of the oven
inside surfaces (left, right, bottom, and middle areas)
oven trays and grills

Not included:

oven ceiling

We do not clean oven ceilings because:

chemicals should not be sprayed directly onto heating elements, as this may cause corrosion
ceiling cleaning usually requires dismantling by a specialist oven cleaner

For ovens with heavy burnt marks, we will do our best to improve the condition, however full restoration cannot be guaranteed.

Some burnt stains may be permanent if:

the oven has not been maintained regularly
marks are deeply embedded
aggressive cleaning would risk scratching the surface

Mould

If there is mild mould in bathroom grout or shower areas, we will do our best to clean it during the service.

However:

mould embedded in silicone, grout, or porous surfaces may not be fully removable
ceiling mould is not included in general house cleaning and may require specialist treatment

To help prevent mould, we recommend good ventilation, such as opening windows or leaving the exhaust fan running for at least 30 minutes after showering.

Damaged property and breakages:

We take great care during every service, however accidents can occasionally happen. Some items may be more prone to breakage due to age, wear, or existing condition.

If you believe damage has occurred during the service, please email:
support@servtown.com.au within 24 hours, including:

before and after photos
a detailed description

All claims will be assessed based on the evidence provided.

Where responsibility is agreed, compensation may be arranged through:

company payment
public liability insurance
store replacement gift card for smaller items

Additional service credit may also be offered where appropriate.

Marketing

By engaging our services, you agree that photos or videos may be taken before, during, and after cleaning for quality assurance, service records, and proof of service completion.

Please note:

these photos may still be taken even if you opt out of marketing use
no personally identifiable information will be shared publicly
visible personal photos or private items will be blurred where necessary

If you do not wish images to be used for marketing purposes, please notify us in writing before the service begins.

Disputes:

A Party may not commence court proceedings relating to any dispute, controversy or claim arising from, or in connection with, this Agreement (including any question regarding its existence, validity or termination) (Dispute) without first meeting with a senior representative of the other Party to seek (in good faith) to resolve the Dispute. If the Parties cannot agree how to resolve the Dispute at that initial meeting, either Party may refer the matter to a mediator.
If the Parties cannot agree on who the mediator should be, either Party may ask the Law Society of New South Wales to appoint a mediator. The mediator will decide the time, place and rules for mediation. The Parties agree to attend the mediation in good faith, to seek to resolve the Dispute. The costs of the mediation will be shared equally between the Parties. Nothing in this clause will operate to prevent a Party from seeking urgent injunctive or equitable relief from a court of appropriate jurisdiction.putes:

Referrals & Non-Solicitation:

By engaging Servtown, you agree not to directly hire or engage any current or former Servtown cleaner during the service period or within 12 months after your service ends.

If this occurs, a $5,000 referral fee will apply.

This applies whether the arrangement is for:

one-off cleaning
recurring cleaning services