Service Terms

Last updated: 2 October 2026

1. About These Terms

These Service Terms apply to cleaning services supplied by Florence Cleaning Services.

By accepting a quote, confirming a booking or allowing a booked service to proceed, you agree to the service scope and applicable terms communicated to you for that booking.

These terms are intended to work together with your quote, invoice, booking confirmation and any written service instructions agreed with us.

2. Quotes and Pricing

Quotes are based on the information provided before the booking, including property size, property type, condition, requested cleaning service, number of rooms and any additional cleaning requirements.

Unless otherwise stated, a quote covers only the services and areas specifically included in the agreed scope.

Additional charges may apply if the property or requested work is materially different from the information provided when the quote was prepared. Examples may include:

• Additional rooms or bathrooms
• Unusually heavy dirt, grease or build-up
• Excessive pet hair
• Additional carpeted areas
• Wall washing or extensive mark removal
• Balconies, garages or external areas not included in the quote
• Appliance interiors not included in the original service scope
• Specialist stain or odour treatment
• Additional time caused by restricted access or unexpected property conditions

Where reasonably practicable, we will discuss any material change to the service scope or price before carrying out significant additional work.

3. Booking Confirmation

A booking is confirmed when the date, service and applicable quote or pricing arrangement have been agreed with us.

Requested dates and times are subject to availability. Arrival times may also be affected by traffic, earlier bookings, property access and other circumstances outside reasonable control.

If we expect a significant delay, we will make reasonable efforts to communicate with you using the contact details provided.

4. Payment

Payment terms will be those stated in your quote, invoice or booking confirmation. Payment should be made using an agreed payment method and within the agreed timeframe.

If additional work is requested or approved during the service, the additional amount may be added to the final invoice or otherwise agreed with you.

5. Cancellation and Rescheduling

If you need to cancel or reschedule a booking, please contact us as early as reasonably possible.

Any cancellation, rescheduling or call-out terms that apply to a particular booking will be communicated at or before booking confirmation where relevant.

Nothing in these terms limits any right you may have to cancel a service or obtain a remedy under the Australian Consumer Law.

6. Property Access

You are responsible for arranging safe and timely access to the property at the agreed service time.

Access may be provided directly, through a key, lockbox, property manager or another arrangement agreed in advance.

If our team cannot gain access at the agreed time, we may need to delay, reschedule or cancel the service depending on availability.

Please provide accurate access instructions and advise us in advance of building-entry rules, lift bookings, parking restrictions or other access conditions.

7. Electricity, Water and Property Conditions

Unless agreed otherwise, the property should have safe access to working electricity and running water suitable for the booked cleaning service.

The property should also be reasonably safe for cleaning work to take place. We may pause, modify or decline work where we reasonably believe there is a safety risk to our team, the customer or the property.

8. Customer Preparation

To help us complete the agreed cleaning efficiently, customers should:

• Remove valuable, fragile or highly personal items from cleaning areas
• Secure important documents, cash, jewellery and other valuables
• Remove unnecessary clutter where practical
• Empty cupboards if interior cupboard cleaning has been booked
• Provide clear instructions for any surfaces requiring special care
• Advise us of known damage, loose fixtures or delicate finishes
• Ensure pets are safely managed where necessary

9. Pets

Please tell us about pets at the property before the service where relevant.

Customers are responsible for ensuring pets are safely secured or managed where necessary so that cleaning can be completed safely and without risk of escape, injury or interference with the service.

10. Valuables, Fragile Items and Existing Damage

Please remove or clearly identify fragile, valuable or irreplaceable items before cleaning begins.

We should also be told about known existing damage, unstable fixtures, damaged coatings, loose fittings or delicate surfaces before those areas are cleaned.

Normal cleaning cannot repair pre-existing damage, scratches, corrosion, discolouration, worn surfaces or deterioration caused by age or use.

11. Heavy Soiling and Specialist Cleaning

Standard residential cleaning does not automatically include specialist remediation or hazardous cleaning.

We may decline, stop or separately quote work involving conditions such as:

• Significant mould requiring specialist remediation
• Biohazards or bodily fluids
• Sharps or unsafe waste
• Severe pest contamination
• Asbestos or suspected hazardous building materials
• Unsafe structural conditions
• Other conditions requiring specialist equipment or licensing

12. Stains, Marks and Permanent Damage

We will make reasonable cleaning efforts within the agreed scope, but not every stain, mark, odour or discolouration can be removed.

Results can depend on the age and type of stain, surface material, previous treatments, wear, permanent colour change and existing damage.

Cleaning services do not include repair, restoration or replacement of damaged materials unless specifically agreed.

13. Carpet Cleaning

Carpet steam cleaning results depend on carpet fibre, condition, age, ventilation, previous cleaning and the type of stain or odour involved.

Drying times vary depending on carpet type, airflow, weather conditions, temperature and the amount of moisture required during cleaning.

We do not guarantee removal of every permanent stain, odour or area of fibre damage.

14. End of Lease, Bond and Vacate Cleaning

End of lease, bond and vacate cleaning is provided according to the cleaning scope agreed in the quote or booking confirmation.

Our service aims to prepare the property for handover and final inspection, but we do not control a landlord, property manager, real estate agent or other third party's inspection decisions.

Unless expressly stated otherwise, Florence Cleaning Services does not guarantee that a rental bond will be returned in full. Bond decisions can involve matters unrelated to cleaning, including property damage, rent, maintenance and tenancy obligations.

15. 72-Hour Re-clean Support

Where re-clean support applies to an end-of-lease, bond or vacate cleaning booking, you should contact us within 72 hours after completion of the cleaning service if a property manager or customer identifies a cleaning issue that was included in the original quoted scope.

Please provide reasonable details of the issue and, where available, photographs or written inspection feedback so we can assess the request.

Where the issue is eligible and reasonably related to the original cleaning scope, we will work with you to arrange appropriate re-clean support.

Re-clean support generally does not apply to:

• Items that were not included in the original quote
• Permanent stains, damage, corrosion or wear and tear
• Specialist mould, pest or hazardous-material remediation
• External or inaccessible areas not included in the service
• Areas that became dirty after the cleaning service was completed
• Changes caused by tradespeople, movers, occupants, pets or other third parties after cleaning
• Issues arising from lack of utilities, access or unsafe conditions

The 72-hour re-clean support is an additional service commitment and does not replace or reduce any rights available under the Australian Consumer Law.

16. Inspection After Cleaning

Where practical, customers should inspect the property after cleaning and contact us promptly if they believe an agreed cleaning item has been missed or requires further attention.

Prompt notice allows us to assess the issue while the property condition remains close to the time the service was completed.

17. Damage or Service Concerns

If you believe our service has caused damage or there is another issue with the work, please contact us as soon as reasonably possible with details of the concern.

We may ask for photographs, inspection information or reasonable access to assess the issue and determine an appropriate response.

18. Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies.

Among other things, services must be supplied with due care and skill, be reasonably fit for any purpose made known to us where applicable, and be supplied within a reasonable time where no timeframe has been agreed.

Nothing in these Service Terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

19. Changes to a Booking

Changes to the property size, requested service, number of rooms, cleaning date, access arrangements or additional cleaning requirements should be communicated to us as soon as possible.

Material changes may affect availability, the estimated service time or the quoted price.

20. Events Outside Reasonable Control

Cleaning schedules may occasionally be affected by events outside reasonable control, including severe weather, road closures, emergencies, illness, building access problems or utility outages.

Where this happens, we will make reasonable efforts to communicate with you and arrange an alternative where appropriate.

21. Changes to These Service Terms

We may update these Service Terms from time to time to reflect changes to our services, booking processes or legal requirements.

The terms applying to an existing confirmed booking will be the terms communicated or published at the relevant time, subject to applicable law.

22. Contact Us

If you have questions about a quote, booking, cleaning scope or service concern, please contact:

Florence Cleaning Services
Based in Deer Park, VIC 3023
Melbourne, Victoria, Australia

Email: info@florencecleaning.com.au
Phone: 0470 412 376