Terms and Conditions

These terms and conditions set out the full and complete service agreement (the “Agreement”) between you (the “Customer”) and Pro-Cleaned Pty Ltd (“Pro-Cleaned”) of PO Box 120 Caulfield South 3162 Melbourne VIC, for the provision of cleaning services.


It is important to completely understand the following terms as by using Pro-Cleaned’s services constitutes the full acceptance of these Terms and Conditions.

1. Cleaning Services

  1. Pro-Cleaned provides both domestic (residential) and commercial cleaning services (the “service”), the location of services is specified by the customer (the “premises”)
  2. Services may occur on a regular basis or as a single, one-off only service.
  3. The Service provided will be done so in agreement between the Customer and a Pro-Cleaned customer representative
  4. Pro-Cleaned will provide one or multiple cleaners (the “Cleaner”) to visit the Premises to provide the Service at a pre-arranged, mutually agreed time and date between Pro-Cleaned and the Customer (the “Service Time”).
  5. Pro-Cleaned endeavors to provide a service which is professional, honorable and on schedule as per the Service Agreement

2. Additions and Amendments

  1. Where variations to the agreement are required, these variations must occur prior to the agreed Service Time.
  2. An acceptable time frame prior to the agreed Service is a minimum of 4 hours to properly consider the variations.
  3. Additions or subtractions of the Service must be discussed prior to the Service Time and it is at the discretion of management as to whether these can be facilitated. Variations that include a reduction in Service rendered may result in a financial fee for the change.
  4. At no time is the Customer to request direct changes of the service directly from the cleaner provided for the provision of the Service this must be done with Pro-cleaned customer service staff.

3. Customer Representations and Guarantees

The Customer represents and guarantees that:

  1. the premises will be a safe working environment in order that the Cleaner can safely perform the duties involved in the service requested unless otherwise agreed;
  2. access to the Premises will not be obstructed or encumbered, ensuring scheduled provision of services by the Cleaner;
  3. access to all services and utilities will be provided to the Cleaner including access to running hot and cold water, electricity, rubbish disposal units and appliances as required;
  4. it will advise Pro-Cleaned prior to the Service Time of any expected or possible hazards including slippery surfaces, risks and dangers that may cause harm to the Cleaner and or property of Pro-Cleaned;
  5. it is authorised to use the Premises and obtain the provision of Service;
  6. if the Service involves the need to move heavy items (eg. Lounge, sofa, fridge etc) then this will be required by the Customer to move prior to the cleaner performing the Service unless mutually agreed prior;
  7. it will secure or remove any delicate, fragile, breakable or valuable items, including cash, jewellery, art pieces, antiques, or items of sentimental value prior to the commencement of the Service.

4. Job Quotations

  1. A quote or estimate for the cost of the service will be based on the size of the Premises as well as the hours it would take to fulfill the duties required in the scope of work for end-of-lease clean or other professional clean.
  2. Any domestic price quoted by Pro-Cleaned is an estimate on either the size of the premises including number of bedrooms and bathrooms and is based on Pro-Cleaned’s experience. 
  3. All quotations are valid for 30 days from the date of the quote.
  4. Any commercial price quoted by Pro-Cleaned is an estimate on the size of the premises based on the total number of square meters, and duties involved. This price is based on Pro-Cleaned’s experience on the number of hours it would take to clean the premises.
  5. Pro-Cleaned has the right to alter this quote upon inspection if the scope of the work is lesser or greater than expected based on the actual state of the Premises.
  6. Where specialized equipment is required for commercial cleaning duties outside of a typical builder or commercial clean is required, variation to quote will be made.
  7. Pro-Cleaned has the right to request inspection of Premises prior to the Service Time.
  8. If, during the course of the scheduled cleaning Service, it is apparent that the actual cost of the Service will exceed the quote provided by Pro-Cleaned, due to unexpected conditions Pro-Cleaned will provide the Customer with the option to pay the additional fee to complete the Service, or pay the quoted amount without the full Service being completed. 

6. Bookings

  1. Bookings can be made by the following methods; via telephone or online via email or through the Pro-Cleaned website.
  2. At the time of booking the Customer must provide as many details relating to the type (domestic or commercial) of premises, the size and details that may influence the access, safety and length of time to be able to perform the cleaning service to the best of their knowledge;
  3. The Customer agrees to provide Pro-Cleaned with their valid credit card details once a quote has been received and agreed at the time of booking. 
  4. The customer authorises Pro-Cleaned to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement via a secure online banking system.
  5. Pro-Cleaned reserves the right not to accept a booking for any reason.

7. Payment Terms

  1. The Customer agrees to pay the price quoted by Pro-Cleaned in full prior to or at the Service Time, unless otherwise agreed in advance with Pro-Cleaned 
  2. The Cleaner is not to receive any direct payment at the Service Time unless arrangements have been agreed to prior to the Service undertaking.
  3. If payment is not made by the Service Time and Pro-Cleaned has used reasonable attempts to contact the Customer, then the Service is deemed to be cancelled and the Customer must pay any cancellations fees or changes.
  4. Payments may be made via credit card, bank transfer, or in cash. Payments by bank transfer should be made to the bank account details supplied on the quotation for services.
  5. A secure payment gateway is used to process all transactions and credit card details. Pro-cleaned does not give any warranty or make any representation regarding the strength or effectiveness of the secure payment gateway and is not responsible for events arising from unauthorised access to your information.

8. GST

  1. Unless specified otherwise, all prices and quotations are expressed to be GST exclusive amounts.
  2. If GST is payable in respect of anything supplied to the Customer under this Agreement, then the amount which the Customer is obliged to pay for that supply (Original Amount) will (subject to the receipt of a valid tax invoice) be increased so that Pro-Cleaned receives an amount which, after subtracting the GST liability of Pro-Cleaned will result in receiving the Original Amount.

9. Late Payment Fee

  1. Where Pro-Cleaned has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date.
  2. The Customer agrees that if Pro-Cleaned has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $15 applies for every additional month thereafter until full payment is received.
  3. If legal or professional consultation is required to receive the outstanding monies, then the Customer agrees to indemnify Pro-Cleaned for the full costs involved in recovering the funds as of the breach of these terms in failing to pay Pro-Cleaned by the due date specified.

10. Non-appearance

If a Cleaner fails to attend the Premises within 1 hour of the Service Time and without adequate and verified reason for the delay or failure to show, then Pro-Cleaned will provide the Customer with either:

  1. a full refund of payments made by the Customer; or
  2. offer to reschedule the Service at another time mutually agreed between the Customer and Pro-Cleaned.

11. Complaints

If the Customer is dissatisfied for any reason with the Service provided, it must inform Pro-Cleaned within 24 hours of completion of the Service or subject to Customer inspection. 


Pro-Cleaned prides itself on exceptional customer service and will respond as fast as reasonably possible. It is at the discretion of Pro-Cleaned as to whether there are any alterations, refunds or remedies to be undertaken as a result of the complaint.

12. Exclusions and Limitations

  1. To the extent permitted by statute, Pro-Cleaned is not responsible for:
    • not completing or providing the Service due to the Customer’s inability to provide a safe working environment or the appropriate materials to perform the cleaning role;
    • not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 4;
    • any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of Pro-Cleaned;
    • existing dirt, wear, damage or stains that can not be completely cleaned or removed;
    • any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed;
    • any loss incurred resulting from breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or
    • the cost of any key replacement or locksmith fees, unless keys were lost by Pro-Cleaned or the Cleaner.
  2. Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on Pro-Cleaned are excluded.
  3. The Customer acknowledges that the results of any services provided by Pro-Cleaned may be variable depending on factors that are outside Pro-Cleaned’s control. This includes factors including the time since the Premises was last cleaned, the nature of the cleaning requested, the equipment and products provided. Pro-Cleaned provides no guarantee to the actual results of the Service rendered, even though all efforts are made to ensure the best possible outcomes are achieved.
  4. Except to the extent provided in this clause, Pro-Cleaned has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Pro-Cleaned (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Pro-Cleaned).

13. Accidents, Breakage, Damage & Theft

  1. Pro-Cleaned’s policy is to provide the highest levels in training for our Cleaners, including the respect for the residential and commercial properties in which we service. However, we are unable to protect against accidental damage. Any suspicions of damage are to be reported to Pro-Cleaned within 24 hours of Service.
  2. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Pro-Cleaned within 24 hours of completion of the Service.
  3. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Pro-Cleaned under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.

14. Cancellation Fees

  1. 24 hours notice by the Customer is required to suspend or cancel a Service for any reason.
  2. If 24 hours notice is provided, Pro-Cleaned will provide its best endeavors to reschedule in accordance with the Customers expectation.
  3. In the event that the Customer does not provide 24 hours notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee equivalent to 2 hours cleaning (inclusive of GST) for administrative costs and loss.
  4. For regular domestic or commercial cleaning, 14 days writing notice referencing the last clean is required to cancel an ongoing arrangement.
  5. For all other contractual cleaning arrangements, eg. End of lease, spring clean, carpet or window cleaning, less than 24 hours notice of cancelling, the Customer agrees to pay a 25% of the quotation as a cancellation fee.

15. Fee for Non-access to Premises

If in the event that the premises is unable to be accessed preventing the schedule of Service, then Pro-Cleaned will charge the minimum fee of 2 hours of cleaning (including GST) for the cost of administration and travel expenses.

16. Termination

  1. This Agreement may be terminated by the Customer by providing at least 24 hours’ notice prior to the Service Time.
  2. Pro-Cleaned may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.

17.  Privacy Policy

  1. The Customer acknowledges that any information provided by the Customer may be used by Pro-Cleaned for the purpose of providing the Service.
  2. Pro-Cleaned will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction.

18. Changes to This Agreement

Pro-Cleaned reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website. Each updated agreement will take effect 24 hours after it has been published on the website.

19. Law & Jurisdiction

The Customer and Pro-Cleaned acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Victoria and both agree to submit to the exclusive jurisdiction of the courts of Victoria in the event of any dispute.

20. Severability

The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.