Terms and Conditions

1. General

The Unforgettable Clean (“we”, “our”, “us”) provides professional cleaning, carpentry, concreting, painting and outdoor maintenance services across Melbourne.

By booking our services, you (“the client”, “you”) agree to the following terms and conditions. These ensure transparency, fairness and a consistently high standard of service.

2. Bookings

• Bookings & Quotes can be made via chat with Sam, website or by phone.
• Once confirmed, your booking secures the agreed date and time.
• We may reschedule bookings in the event of illness, weather conditions or equipment issues, and you’ll be notified as soon as possible.
• All site quotes are completely free and carry no obligation.
  
  
  

3. Pricing & Quotes

• All quotes are based on the information provided by the client, including photos, videos, floor plans and property details.

• If the property or project requires additional time, materials or labour that were not evident during quoting (e.g. structural preparation, wall patching, post-construction dust, extra coats of paint, unexpected concrete depth or excessively dirty conditions), the final price may be adjusted. Any changes will be discussed with you before proceeding.

• All pricing is in AUD and includes GST (where applicable).

• Quotes are valid for 7 days unless otherwise stated.

4. Deposits & Payment Terms

• A 30% deposit is required for all concreting, carpentry and painting jobs, and 20% for cleaning bookings valued above $500.
• Deposits secure your booking and are non-refundable once the date is confirmed.
• End of Lease Cleaning: the remaining balance is due in full before the clean begins.
• Deep Cleans: the remaining balance is due on the day after the clean.
• Payments can be made by EFTPOS, bank transfer or card.
• Late or missed payments may attract an administration fee.
  

5. Cancellations & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule a booking.
• Cancellations within 24 hours of service may incur a $100 late cancellation fee or forfeit of deposit (whichever is higher).
• Frequent last-minute cancellations may affect future booking acceptance.

6. Photography & Media

We may take before-and-after photos of the areas we service, including but not limited to kitchens, bathrooms, ovens, exhaust fans, walls, floors and other surfaces. These photos are taken to document our work quality, support staff training, provide proof of service and improve our customer experience.

We will only photograph areas directly related to the service and will not capture any personal belongings, identifying information, people, documents or sensitive items.

By booking with The Unforgettable Clean, you acknowledge and consent to the use of non-identifiable before-and-after photos for business purposes, including our website, advertising, training material and social media. If you prefer that we do not use your images, please notify us in writing before your service.

7. Access & Parking

• Please ensure our team has safe and reasonable access to the property.
• Power and water must be available for the duration of work.
• Parking must be provided or reimbursed if paid parking is required.
• For safety, pets and children should be kept away from work areas during service.

8. Cleaning & Service Standards

• We take pride in providing high-quality, detailed work every time.
• For cleaning, our Deep Clean is designed for regular or detailed upkeep, while our Premium End of Lease Clean includes our Bond Back Guarantee (see Section 9).
• Additional time or charges may apply for heavily soiled areas, post-construction dust, mould treatment or added tasks outside the agreed scope.
• Rubbish or green waste removal is not included unless arranged beforehand.

9. Concreting & Painting Standards

• All concreting work is performed using professional materials and techniques. Minor cracks, natural colour variations and surface marks can occur during curing and are not considered defects.
• Concrete curing time varies; walking, driving or applying heavy loads too early may affect results and void warranties.
• Painting work includes prep, patching, priming and two coats unless otherwise specified. Variations in colour or finish may occur based on surface type, lighting or previous coatings.
• Clients must ensure areas are free of leaks, moisture or damage prior to painting or concreting.

10. Bond Back Guarantee (Premium End of Lease Only)

• Our Bond Back Guarantee applies only to Premium End of Lease Cleans, provided fair conditions and access are met.
• The guarantee covers cleaning-related items only — not damage, maintenance or pest issues.
• Feedback or re-clean requests must be reported within 72 hours with photos or agent notes.
• Valid re-cleans will be completed promptly at no extra cost, based on the original checklist.
• The guarantee does not apply if other trades, tenants or movers enter the property after our clean.

11. Satisfaction Guarantee

Your satisfaction is at the heart of what we do.

If something isn’t quite right, let us know within 24 hours of completion and we’ll return to make it right — because every clean should be unforgettable.

12. Damage & Liability

• We handle every home and project with professionalism and respect.
• In the unlikely event of accidental damage, we’ll notify you immediately.
• We are fully insured, and any valid claim will be processed through our insurer.

We are not liable for:

❌ Pre-existing damage or wear

❌ Items not securely fixed or already loose

❌ Faults caused by poor installation or material defects

❌ Electrical or plumbing issues unrelated to our work

13. Health & Safety

• Our team follows safe work practices and uses professional-grade equipment.
• We cannot handle hazardous materials (e.g. biohazards, asbestos, black mould) unless pre-approved.
• Outdoor and trade services (like concreting and painting) may be paused or rescheduled due to unsafe or unsuitable weather conditions.

14. Photos & Marketing

• Before-and-after photos may be taken for quality assurance and marketing.
• We never include identifying information or personal details without consent.

15. Privacy

We respect your privacy.
All personal information collected is used solely for the purpose of providing services and will not be shared with third parties. Read our Privacy Policy here

16. Amendments

The Unforgettable Clean reserves the right to update these Terms & Conditions as needed. The latest version will always appear on our website and applies to all current and future bookings.

17. Contact

The Unforgettable Clean

📞 0403 443 904

📧 info@theunforgettableclean.com.au

🌐 theunforgettableclean.com.au