Terms and Conditions

1. Introduction

These Terms govern cleaning services provided by Nivara Cleaning. By booking or using our services, you accept these Terms. We may revise them from time to time, and continued use means you accept the latest version.

2. Bookings

2.1 Booking Process

• Bookings can be made online, by phone, or in writing.
• A booking is treated as confirmed once we send written confirmation.
• You must provide accurate property size, condition, rooms, and required tasks.
• Special issues (for example mould, strong odours, heavy stains, or rubbish removal) must be disclosed before service.

2.2 Minimum Service Time

Minimum booking durations may apply depending on service type and scope.

2.3 Booking Variations

We may adjust price or duration where the actual condition differs from the booking details, extra work is required onsite, hazards are present, or access/parking/key handling adds time or cost. We will notify you before proceeding.

3. Property Access

3.1 Customer Responsibilities

• Provide timely entry and correct keys, codes, and access details.
• Ensure water and electricity are available.
• Remove personal items and clear areas to be cleaned unless otherwise agreed.
• Keep valuables secured and provide a safe work environment.

3.2 Access Issues

If our team cannot start or continue due to access failure, unsafe/unready conditions, or incorrect details, call-out charges or up to the full booking cost may apply. Key collection or return may incur extra distance-based fees.

4. Cancellations, Reschedules, and No-Show

• Holding deposits are non-refundable for change-of-mind cancellations.
• A $100 holding deposit may be retained for late cancellation or if the property is not prepared to the agreed checklist standard.
• If you reschedule, an additional $50 rescheduling fee may apply.
• If the property is not ready on arrival, an $80 rescheduling fee may apply.
• No-access events (locked premises, wrong address, no response) may incur a $100 + GST access fee.
• For hoarding, unsafe, or materially misdescribed properties, we may re-quote, pause, or decline the job. A $100 + GST booking fee may remain non-refundable in those cases.

5. Payments

• Payment is due when cleaners arrive on site, before work begins. Cleaning will only commence after payment is received.
• For selected bookings, pre-authorization or deposits may be taken 24 to 48 hours before attendance.
• Prices are GST-exclusive unless otherwise stated.
• Failed or late payments must be settled within 24 hours and may attract admin, interest, and recovery costs.

6. Service Quality and Complaints

• General cleaning concerns should be reported within 24 to 48 hours.
• End-of-lease and bond cleaning concerns should be reported within 72 hours, with evidence.
• Where an in-scope issue is reported in time and access is provided, a re-clean is the primary remedy.
• Refunds are not generally issued after service completion unless a re-clean cannot reasonably be provided.

6.1 Inspection Before Departure

The owner or authorised representative should inspect the property before the cleaners leave. Any concerns must be raised at that time. Once the team departs and the job is marked complete, the service is considered accepted.

7. Re-Clean and Bond Back Terms

7.1 Re-Clean Entitlement

If inspection identifies in-scope issues within 72 hours (3 business days), we provide one complimentary re-clean visit, subject to evidence and access requirements.

7.2 After 72 Hours

• Our re-attendance may be available with a $90 + GST call-out fee.
• If you use a third-party cleaner, their cost is not reimbursable unless agreed by us in writing.
• This agreement is between Nivara Cleaning and the booking customer only.

7.3 Bond Back Conditions and Exclusions

Coverage requires a vacant accessible property, connected utilities, full payment, and evidence within timeframe. It does not cover pre-existing damage, normal wear, permanent staining, out-of-scope areas, post-clean contamination, or declined add-on services.

7.4 Hard Stains and Impossible Marks

If our cleaners identify hard stains or impossible marks at the end of a job that cannot be removed through standard cleaning methods, those items will be noted and documented. Nivara Cleaning will not return for such jobs where the sole complaint relates to permanent staining or marks that were flagged onsite.

8. Customer Obligations

• Provide accurate booking information.
• Prepare and secure the premises for service.
• Disclose fragile or special-care items in advance.
• Avoid abusive, threatening, or harassing conduct toward staff.

Serious misconduct may result in immediate service termination without refund.

9. Photos and Evidence

We may capture before/after photos for quality assurance, insurance, and dispute handling. Damage or loss claims should be reported within 24 to 48 hours.

10. Liability

Our liability is limited to the value of service provided, or up to AUD $100 where no payment was made. We are not liable for pre-existing issues, normal wear and tear, or conditions beyond standard cleaning outcomes.

11. Privacy

Personal information is collected only for bookings, service delivery, communication, and invoicing, and handled under applicable Australian privacy requirements.

12. Termination

We may suspend or terminate services for non-payment, repeated access failures, safety risks, fraud, or misconduct. Customers may end ongoing services subject to notice and outstanding fees.

13. Governing Law

These Terms are governed by the laws of Australia and the relevant state or territory where services are supplied.