OneTwoKlean Kleaning Services Agreement

To secure a booking, a deposit may be required. Deposit amounts vary depending on the size, scope, urgency, and nature of the service and will be clearly stated in the proposal.

Deposits are applied toward the total service cost and confirm the client's commitment to proceed. Deposits are generally non-refundable once a booking is confirmed, except where required under Australian Consumer Law or where OneTwoKlean is unable to proceed with the service.

If a service has not commenced within seven (7) calendar days of deposit payment and the condition of the property has changed (including increased dirt, damage, clutter, or access issues), OneTwoKlean reserves the right to issue a revised proposal.

Unless otherwise stated, all proposals are valid for seven (7) days from the date of issue. After this period, pricing and scope may be reviewed due to changes in availability, property condition, or service requirements.

We understand that circumstances can change. However, due to scheduling and resource allocation, the following fees apply:

• Cancellations within 96 hours of the scheduled service: 50% of the total job value
• Same-day cancellations or no-shows: 75% of the total job value

Emergency situations may be reviewed on a case-by-case basis, and fees may be waived at OneTwoKlean's discretion.

Services are provided strictly in accordance with the scope outlined in the accepted proposal.

Any additional services or changes requested outside the agreed scope must be approved in writing before commencement and may incur additional charges.

Cleaning outcomes depend on the condition, age, material type, and prior maintenance of surfaces and fixtures. While OneTwoKlean aims to achieve the best possible result, we do not guarantee the complete removal of all stains, marks, discolouration, residue, or wear.

Some surfaces or areas may show permanent staining or damage that cannot be improved through standard cleaning methods.

Pricing is based on the condition of the property as reasonably expected at the time of booking.

If unforeseen conditions are discovered during the service (including excessive build-up, hazardous materials, pest infestations, mould, or structural damage):

• The client will be notified as soon as practicable
• An updated estimate or recommendation may be provided
• Any additional services must be approved in writing before proceeding

If approval is not provided, OneTwoKlean may limit or discontinue the service to ensure safety and compliance. OneTwoKlean is not liable for delays or incomplete work resulting from unforeseen conditions.

OneTwoKlean does not guarantee outcomes or decisions determined by third parties, including builders, project managers, property representatives, inspectors, clients or other external parties. These decisions are made independently and remain outside OneTwoKlean’s control. Our responsibility is limited to completing the agreed service in accordance with the accepted proposal, approved scope and applicable service standards.

The client is responsible for ensuring safe and timely access to the property at the scheduled service time.

If access is delayed or unavailable, a call-out fee of $150.00 (ex GST) may apply. If access is delayed by more than 30 minutes, the call-out fee will apply.

Power and water must be available on the day of service.

For safety reasons, OneTwoKlean does not move or lift heavy furniture or appliances (generally items over 20kg) unless agreed in advance and compliant with workplace safety policies.

Where clients request items to be moved, they do so at their own risk. OneTwoKlean accepts no liability for damage to items moved at the client's request. Additional charges may apply for approved heavy lifting.

Tasks requiring work above approximately two (2) metres will not be performed unless safe access and appropriate equipment are provided and the task complies with workplace safety requirements.

OneTwoKlean reserves the right to decline any task that poses a safety risk or lacks proper access. Additional charges may apply for services requiring specialised equipment or extended time.

Rubbish removal is not included unless explicitly stated in the proposal. Any rubbish removal requested must be approved in advance and may incur additional charges.

Standard cleaning services do not include specialised mould remediation unless agreed in writing. Surface-level mould may be cleaned in non-hazardous, accessible areas only.

OneTwoKlean is not responsible for mould recurrence, as underlying causes such as moisture or ventilation must be addressed separately. Where mould poses a health or safety risk, services may be suspended or terminated.

Pets must be secured or restrained during the service to ensure safety. OneTwoKlean is not responsible for supervising or managing pets.

If pets cause delays, damage, or safety risks, additional charges may apply or the service may be refused.

Photographs may be taken before, during, or after the service for quality control, scope clarification, or dispute resolution. Images are handled securely and in accordance with Australian privacy principles.

Photographs will not be shared publicly or with third parties without written consent. Clients may opt out of photography by notifying OneTwoKlean in writing prior to service.

Clients are responsible for:

• Securing valuable, fragile, or sensitive items
• Providing a safe and accessible work environment
• Ensuring areas to be cleaned are empty and accessible
• Communicating specific instructions or concerns in advance

Failure to meet these responsibilities may result in delays, additional charges, or cancellation of the service without refund.

OneTwoKlean is committed to a safe, respectful, and harassment-free work environment.

Inappropriate behaviour toward team members, including harassment, abusive language, or intimidation, will not be tolerated. OneTwoKlean reserves the right to terminate the service immediately without refund and refuse future services.

Unless otherwise agreed in writing, full payment is required in advance of service.

Additional charges may be payable onsite or invoiced post-service, with payment due within 72 hours where approved.

Late payments may incur a $15.00 late fee. The client is responsible for all reasonable costs incurred in recovering outstanding amounts, including legal and debt collection fees.

In extreme heat or unsafe environmental conditions, services may be paused, adjusted, or rescheduled to protect staff wellbeing.

Clients must provide reasonable ventilation or cooling where available. OneTwoKlean is not responsible for reduced effectiveness or delays caused by environmental factors outside our control.

OneTwoKlean is not liable for pre-existing damage, wear and tear, or damage caused by unstable or defective surfaces.

Clients must notify OneTwoKlean of delicate or valuable items prior to service. Any accidental damage caused by our team will be reviewed and addressed in accordance with Australian Consumer Law.

The client agrees that notices, approvals, confirmations, and communications may be provided electronically, including via email, SMS, or booking systems used by OneTwoKlean.

Electronic records of acceptance, approvals, and payments constitute valid confirmation of agreement.

By accepting a proposal, making payment, or allowing services to proceed, the client confirms acceptance of these Service Agreement & Proposal Terms.