TERMS & CONDITIONS

House of Clean (HOC)
Effective from: 24 August 2026

These Terms & Conditions apply to all cleaning services booked with House of Clean (HOC) ("House of Clean", "we", "us" or "our").

By making a booking with House of Clean, you ("you" or "the Customer") agree to these Terms & Conditions.

1. Our Services

House of Clean provides residential cleaning services at the property nominated by the Customer at the time of booking.

The specific services included in your booking will depend on the package or service selected at the time of booking.

Our services may include general residential cleaning, bathrooms, kitchens, bedrooms, living areas, dusting, vacuuming, mopping and other tasks specifically included in the selected service.

Unless specifically agreed in writing, our standard cleaning services do not include:

  • Exterior window cleaning

  • High-risk or high-access cleaning

  • Mould remediation

  • Pest control

  • Biohazard or bodily-fluid cleaning

  • Removal of hazardous substances

  • Heavy lifting or moving of large furniture or appliances

  • Carpet, upholstery or specialised steam cleaning

  • Outdoor cleaning

  • Removal of excessive rubbish, building materials or construction waste

  • Cleaning requiring specialist equipment or qualifications

  • Tasks outside the scope of the package booked

Additional services may be available upon request and may incur additional charges.

2. Booking Confirmation

A booking is not confirmed until House of Clean has accepted the booking and the Customer has received booking confirmation.

By making a booking, the Customer confirms that:

  • The information supplied during booking is accurate and complete.

  • The property address and access information provided are correct.

  • The selected service and property details accurately reflect the cleaning required.

  • The Customer has authority to arrange cleaning at the property.

  • The property is reasonably safe and suitable for our cleaners to work in.

House of Clean reserves the right to contact the Customer before the appointment where additional information is required.

3. Pricing & Quotes

Prices are based on the information supplied by the Customer and the service selected.

Where a booking is quoted based on the size, condition or features of a property, the quoted price assumes that the information provided is accurate.

If the condition of a property is materially different from what was described at the time of booking, House of Clean may contact the Customer before commencing additional work.

Additional charges will not be applied without the Customer's agreement, except where an additional charge has already been clearly disclosed and accepted as part of the booking.

House of Clean may update its prices from time to time. Price changes will not affect an already-confirmed booking unless otherwise agreed with the Customer.

4. Payment

Payment must be made using the payment method offered by House of Clean at the time of booking.

Unless otherwise agreed, payment is due in accordance with the payment terms displayed during the booking process.

House of Clean may require payment or a valid payment method to be provided before a booking is confirmed.

Where a payment is overdue, House of Clean may suspend future bookings until the outstanding amount has been paid.

We will not charge fees that are prohibited by law.

5. Cancellations & Rescheduling

We understand that plans change.

Customers may cancel or reschedule a booking by contacting House of Clean as soon as possible.

Cancellation or rescheduling fees, where applicable, will be clearly communicated to the Customer before or at the time of booking.

Where a Customer cancels or reschedules with insufficient notice, House of Clean may charge the applicable cancellation fee disclosed at booking.

Cancellation fees will not apply where the Customer is legally entitled to cancel without charge under the Australian Consumer Law or other applicable law.

House of Clean may waive a cancellation or rescheduling fee at its discretion.

6. Access to the Property

The Customer is responsible for ensuring that our cleaner can safely and reasonably access the property at the scheduled time.

The Customer may provide access by:

  • Being present at the property;

  • Providing a key;

  • Providing an agreed access code;

  • Providing access through a lockbox; or

  • Providing another agreed method of entry.

The Customer must provide accurate access instructions before the appointment.

If our cleaner cannot access the property because the Customer has not provided access, House of Clean may treat the booking as a missed appointment and the applicable cancellation or attendance fee may apply.

House of Clean will take reasonable care of keys, access codes and other access information provided to us.

7. Cleaning Products & Equipment

Where the Customer selects the option for House of Clean to provide cleaning products, House of Clean will use products and equipment considered reasonably suitable for the services being performed.

Where the Customer selects the option to use Customer-provided products, the Customer is responsible for providing sufficient products that are reasonably suitable for the requested cleaning tasks.

We will not knowingly use a product where we reasonably believe it may cause damage to a surface or item.

Customers should advise House of Clean before the service of any surfaces, materials, finishes or items requiring special cleaning instructions.

House of Clean is not responsible for damage caused by Customer-provided products where the damage could not reasonably have been identified from the information or instructions provided to us.

8. Special Surfaces & Cleaning Instructions

The Customer must notify House of Clean before the appointment of any surfaces or items requiring special care, including but not limited to:

  • Natural stone;

  • Marble;

  • Granite;

  • Unsealed timber;

  • Delicate flooring;

  • Special coatings;

  • Antique or valuable items;

  • Special fabrics;

  • Delicate finishes; or

  • Surfaces with manufacturer-specific cleaning requirements.

Where special cleaning instructions are provided, the Customer should provide those instructions in writing where possible.

House of Clean may decline to clean a surface or item where we reasonably believe doing so may cause damage or where appropriate cleaning methods or equipment are unavailable.

9. Property Condition

Our standard cleaning services are designed for homes requiring routine residential cleaning.

Where a property requires substantially more time or work than reasonably expected for the booked service, House of Clean may discuss additional cleaning requirements and pricing with the Customer before proceeding.

This may include properties with:

  • Excessive build-up of dirt or grime;

  • Excessive rubbish;

  • Heavy grease;

  • Significant pet hair;

  • Excessive clutter;

  • Neglected areas;

  • Post-party conditions;

  • Construction or renovation residue; or

  • Other conditions materially outside the ordinary scope of the selected service.

House of Clean will not knowingly undertake work that presents an unreasonable risk to our cleaners.

10. Pets

Customers must disclose any pets that will be present at the property during the cleaning appointment.

For the safety of our cleaners and the animal, House of Clean may request that pets are secured in another room or otherwise safely contained during the service.

House of Clean is not responsible for pets that escape through doors or gates that are opened as part of providing the cleaning service where reasonable care has been taken.

Customers remain responsible for the behaviour and supervision of their pets.

11. Safety & Hazardous Conditions

The safety of our cleaners is a priority.

House of Clean may refuse or stop a service where the property presents an unreasonable health or safety risk.

This may include exposure to:

  • Dangerous chemicals;

  • Needles or sharps;

  • Bodily fluids;

  • Unsafe electrical equipment;

  • Aggressive animals;

  • Structural hazards;

  • Excessive infestations;

  • Significant mould or hazardous substances;

  • Unsafe access areas; or

  • Any other condition that reasonably presents a serious risk.

Where a service cannot safely proceed, House of Clean will discuss the situation with the Customer and determine whether the booking can be rescheduled or otherwise resolved.

12. Valuable, Fragile & Personal Items

Customers should secure valuable, fragile or particularly sentimental items before the cleaner arrives.

House of Clean cleaners will take reasonable care when working around Customer belongings.

Where an item requires specialist handling, the Customer must notify House of Clean before the service.

We recommend that jewellery, cash, important documents and other highly valuable personal items are securely stored before the cleaning appointment.

13. Damage & Breakages

House of Clean expects cleaners to take reasonable care when providing services.

If the Customer believes that an item or property has been damaged during a cleaning service, the Customer should contact House of Clean as soon as reasonably possible and provide details of the alleged damage, including photographs where available.

House of Clean may investigate reported damage and may request reasonable information to assist with the investigation.

Where House of Clean is responsible for damage caused by a failure to provide the service with due care and skill, the Customer may be entitled to a remedy under the Australian Consumer Law.

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

14. Quality Concerns & Re-Cleans

We want you to love the result.

If you are unhappy with an aspect of the cleaning service, please contact House of Clean as soon as reasonably possible and provide details of the concern.

Where appropriate, House of Clean may offer to return to the property and rectify a minor issue within a reasonable time.

A re-clean will generally relate to an area or task that was included in the original booking.

A re-clean does not automatically apply to:

  • Work that was not included in the original booking;

  • Areas that were inaccessible at the time of cleaning;

  • Conditions that arose after the cleaner left;

  • Damage or deterioration that existed before the service; or

  • Tasks specifically excluded from the selected service.

Nothing in this section limits the Customer's rights under the Australian Consumer Law.

15. Before & After the Service

Customers are responsible for ensuring that areas requiring cleaning are reasonably accessible.

Where possible, Customers should:

  • Remove personal items from surfaces they want cleaned;

  • Secure valuable or fragile belongings;

  • Put away important documents;

  • Secure pets where necessary;

  • Ensure electricity and water are available; and

  • Ensure the cleaner can safely access the areas included in the booking.

Cleaners may not be able to clean areas that are obstructed, inaccessible or unsafe.

16. Cleaner Requests

House of Clean may allocate different cleaners to bookings.

While we will endeavour to accommodate reasonable requests for a particular cleaner, we cannot guarantee that the same cleaner will attend every appointment unless specifically agreed.

House of Clean may change the allocated cleaner where necessary due to availability, illness, leave, operational requirements or other circumstances.

17. Arrival Times

Where a booking provides an arrival window rather than an exact arrival time, the Customer agrees that the cleaner may arrive at any time within the stated window.

We will make reasonable efforts to arrive within the scheduled window.

Occasional delays may occur due to traffic, weather, previous appointments, illness, access issues or circumstances outside our reasonable control.

Where a significant delay is expected, we will endeavour to notify the Customer.

18. Customer Conduct

House of Clean expects Customers to treat cleaners respectfully.

We do not tolerate:

  • Verbal abuse;

  • Threatening behaviour;

  • Harassment;

  • Discrimination;

  • Sexual harassment;

  • Intimidation;

  • Violence; or

  • Unsafe or inappropriate behaviour.

House of Clean may immediately stop a service where a cleaner reasonably believes they are unsafe or being subjected to unacceptable behaviour.

19. Cleaner Safety & Working Conditions

Customers must provide a reasonably safe working environment.

Customers must not knowingly expose cleaners to hazardous conditions without notifying House of Clean.

Where a cleaner identifies an unsafe condition, they may stop the relevant task until the issue is resolved.

20. Photographs & Property Records

Where reasonably required for booking, quoting, quality assurance, damage assessment or dispute resolution, House of Clean may request photographs from the Customer.

House of Clean will not use photographs of a Customer's property for marketing purposes without appropriate permission.

21. Personal Information

House of Clean collects and uses personal information necessary to provide and manage our services.

This may include information such as:

  • Name;

  • Contact details;

  • Property address;

  • Booking information;

  • Access instructions;

  • Payment information;

  • Cleaning preferences; and

  • Information necessary to safely provide the service.

Personal information will be handled in accordance with our Privacy Policy.

22. Third-Party Services & Payment Providers

House of Clean may use third-party providers to process payments, manage bookings, communicate with Customers, manage staff and provide other business services.

Where third-party services are used, relevant information may be provided to those providers as reasonably necessary to provide the requested service.

23. Subcontractors, Employees & Cleaners

House of Clean may provide services through employees, contractors or other authorised personnel.

House of Clean remains responsible for the services it agrees to provide to the Customer, subject to these Terms & Conditions and applicable law.

Customers must not directly engage, employ or arrange private cleaning work with a House of Clean cleaner introduced to them through House of Clean where doing so is intended to circumvent House of Clean.

Any separate arrangement between a Customer and a cleaner outside House of Clean is not authorised unless expressly agreed by House of Clean.

24. Minimum Booking Requirements

Certain services or booking types may have minimum booking durations or requirements.

Any applicable minimum requirements will be communicated to the Customer during the booking process.

25. Changes to a Booking

Customers should contact House of Clean as soon as possible if they need to change:

  • The property address;

  • The service booked;

  • The number or type of rooms;

  • The estimated condition of the property;

  • Access arrangements; or

  • Any other material booking information.

Changes may affect availability, duration and price.

26. Service Availability

House of Clean does not guarantee that a particular service, cleaner, date or time will always be available.

We may decline or reschedule a booking where we are unable to safely or reasonably provide the requested service.

Where House of Clean cancels a confirmed booking for reasons within our control, we will provide the Customer with an appropriate remedy, including a refund where required.

27. Circumstances Beyond Our Reasonable Control

House of Clean will not be responsible for delays or inability to provide services caused by circumstances reasonably outside our control, including severe weather, natural disasters, emergencies, road closures, widespread service outages, illness, government restrictions or other unforeseen events.

Where possible, we will notify the Customer and work with them to reschedule the service.

This clause does not limit any rights the Customer may have under applicable consumer law.

28. Consumer Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:

  • to cancel your service contract with us; and

  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

29. Complaints & Dispute Resolution

We encourage Customers to contact House of Clean directly if they have a concern about a service.

We will endeavour to understand the issue, investigate where appropriate and provide a reasonable response.

Customers should provide relevant information, photographs and other supporting material where available.

Nothing in this section prevents a Customer from exercising any rights available under applicable law.

30. Changes to These Terms

House of Clean may update these Terms & Conditions from time to time.

The Terms & Conditions applying to a booking will generally be the version accepted by the Customer when the booking was made.

Any material changes affecting future bookings will be published through our website or otherwise communicated where appropriate.

31. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be read down or removed to the extent necessary, and the remaining provisions will continue to apply.

32. Governing Law

These Terms & Conditions are governed by the laws applicable in the relevant Australian jurisdiction.

Nothing in these Terms & Conditions limits any rights or remedies available to a Customer under applicable Australian law.

33. Acceptance of These Terms

By booking a House of Clean service, the Customer acknowledges that they have had an opportunity to read these Terms & Conditions and agrees to be bound by them.

Where a booking is made online, completion of the booking and acceptance of the applicable booking terms constitutes acceptance of these Terms & Conditions.

Contact

House of Clean (HOC)
ABN: 81 484 029 243
Email: admin@houseofclean.com.au
Website: www.houseofclean.com.au

Last updated: 24 August 2026