CleanVille Pty Ltd – Terms & Conditions

Last updated: Dec 10, 2025

These Terms & Conditions (Terms) govern your use of our website and booking platform, and your engagement of our cleaning services.

We provide residential and commercial cleaning services (Services) through our online booking system at https://cleanville.com.au (Site). When you make a booking with us, we arrange for cleaning services to be carried out at your premises by our Cleaning Professionals, who may be our employees or subcontractors engaged by CleanVille.

In these Terms, CleanVille, we, us or our means:

CleanVille Pty Ltd
ABN 34 690 930 388
ACN 690 930 388
Registered in New South Wales, Australia.

You or your means:

you personally, if you are using the Services as an individual; or
the company, organisation, or other entity you represent, if you are authorised to accept these Terms on its behalf.

By accessing our Site, submitting a booking request, or using our Services, you agree to be bound by these Terms. If you do not agree, you must not use the Site or our Services.

Some capitalised words are defined in clause 18.

0. Important Disclosures

Please read these Terms carefully before proceeding. In particular, we draw your attention to:

Our Privacy Policy (available on the Site), which explains how we collect, use and manage your personal information;
Clause 1.6 (Changes to these Terms), which explains how we may update these Terms; and
Clause 15 (Liability), which sets out limits and exclusions on our liability.

We may receive a commercial benefit (e.g. referral fees or commissions) if you visit or purchase from certain third-party websites via links on our Site.

Nothing in these Terms is intended to exclude or limit your rights under the Australian Consumer Law (your Consumer Law Rights).

1. Engagement and Term

1.1 These Terms apply from the earlier of (a) when you first use the Site, or (b) when you confirm that you accept these Terms, and they continue until terminated in accordance with clause 16 (Term).

1.2 Subject to your compliance with these Terms, we grant you a limited, non-exclusive, revocable right to access and use the Site and our booking system to arrange Services.

1.3 Where the Services require access to your premises or systems, you must provide access at the agreed time and ensure the environment is safe for our Cleaning Professionals.

1.4 We are only responsible for the Services expressly described in a confirmed Booking or as otherwise agreed in writing. Any additional work is out of scope unless agreed, and may incur extra charges.

1.5 We may invite you to test new or beta features from time to time. You acknowledge these may be experimental, may not be error-free, and are provided “as is”. We may suspend or remove beta features at any time.

1.6 We may amend these Terms by updating them on the Site or by notifying you (including by email). If you continue to use the Site or Services more than 30 days after we notify you, you are deemed to have accepted the updated Terms. If you do not agree with the changes, you should stop using the Services.

1.7 We will use reasonable efforts to arrive at your premises at or around the scheduled booking time. However, you acknowledge that delays may occur (for example, due to traffic, weather, or previous jobs). A variance of up to approximately 30 minutes is considered reasonable.

2. Our Service Model

2.1 CleanVille provides Services using a combination of:

Employees directly employed by CleanVille; and
Subcontracted Cleaning Professionals engaged and vetted by CleanVille.

2.2 All Bookings are managed by CleanVille. We coordinate and assign the Cleaning Professionals. We may change the allocated team at any time (for example, due to availability, performance, or operational reasons).

2.3 Cleaning Professionals are not your employees. You must not attempt to treat them as your employees or independent providers outside the scope of CleanVille’s engagement (see clause 13 – Non-Solicitation).

3. Bookings and Cancellations

3.1 You may request a Booking via our Site, booking form, email or phone. A Booking is confirmed once we have:

received your request and required details; and
sent you a confirmation (usually by email or SMS).

3.2 All Bookings are subject to a minimum service duration of 2 hours.

3.3 We reserve the right to refuse, cancel, or reschedule any Booking at our discretion, including where:

the information provided is inaccurate or incomplete;
the premises are unsafe;
the Service requested is not suitable for the property condition; or
no Cleaning Professional is reasonably available.

3.4 You may cancel or reschedule a Booking by contacting us through the Site, your account or our customer service channels. The following applies:

More than 24 hours’ notice before the scheduled start time:
→ No cancellation fee applies.
Less than 24 hours’ notice before the scheduled start time:
→ A cancellation fee of AUD $66 (incl. GST) may be charged.
If the Cleaning Professional has already arrived, or cannot gain access for reasons within your control (e.g. you are not home, incorrect address, no keys/access code):
→ A fee of AUD $165 (incl. GST) may be charged.

4. Price, Variations and Quotes

4.1 Prices listed on the Site or communicated during the booking process are based on:

the service type selected;
the number of bedrooms, bathrooms, storeys and add-ons; and
the condition and size of the property as described by you.

4.2 If, on arrival, the Cleaning Professional reasonably determines that:

the property is larger than stated;
the condition requires substantially more effort than typical for the booked service;
you request additional tasks not included in the original booking; or
hazards or special conditions exist (e.g. hoarding, heavy soiling, unsafe areas),

then we may need to adjust the price to reflect the actual work required.

4.3 Where practical, we or the Cleaning Professional will attempt to contact you before undertaking extra work that materially increases the price. If we cannot reach you and the additional work is necessary to deliver a reasonable standard for the chosen service type, we may proceed and adjust the final invoice.

4.4 Additional services such as oven cleaning, internal window cleaning, blind cleaning, carpet steam cleaning, rubbish removal or specific add-ons may incur extra charges, as displayed on the Site or as separately quoted.

4.5 Any variation is calculated using our standard rates and the additional time and resources required. You will receive an itemised invoice showing any variations from the original quote.

4.6 All prices are in Australian dollars and include GST unless otherwise stated.

5. Your Responsibilities

5.1 You agree that you will:

provide safe, reasonable and unobstructed access to the premises;
b. ensure electricity and running water are available for the duration of the Service;
c. provide accurate information about the property and the work required;
d. inform us of any special conditions (e.g. alarms, pets, restricted access) and any known hazards;
e. treat our Cleaning Professionals and staff with courtesy and respect and maintain a safe, non-threatening work environment;
f. secure or remove valuables, fragile items and personal belongings before the Service;
g. remove excessive rubbish, personal clutter and building debris where the service type requires it (e.g. end-of-lease, post-construction);
h. move heavy furniture and appliances if you want areas beneath/behind them cleaned, or accept that these areas may not be accessed; and
i. ensure that no one present at the premises poses a health or safety risk to our Cleaning Professionals.

5.2 Our Cleaning Professionals may decline to clean any area or item that, in their professional opinion, is unsafe, unstable, contaminated or likely to cause damage.

5.3 You must promptly report any concerns about damage or loss as soon as reasonably possible after the Service (ideally within 48 hours), and provide supporting photos and any available proof of value.

5.4 If we incur additional costs because you did not comply with this clause (for example, call-out costs where the property is inaccessible or unsafe), you may be charged for those reasonable costs.

6. Accounts and Access

6.1 You may be required to create an Account to make or manage bookings.

6.2 While you hold an Account, you must:

ensure all details are accurate and up to date;
keep your login credentials confidential; and
notify us immediately if you suspect unauthorised access.

6.3 If you close your Account, you may lose access to booking history or stored information, and these Terms will continue to apply to any previous Services.

7. Fees and Payment

7.1 You agree to pay all fees for Services in accordance with these Terms and the prices specified on the Site or agreed at the time of Booking.

7.2 Unless otherwise agreed, payment is due upon completion of the Service.

7.3 We may use third-party payment processors (e.g. card gateways, direct debit providers). You may be required to accept their terms to complete a payment. We do not store full card details.

7.4 By providing card or bank details, you:

warrant that you are the authorised user of that payment method; and
authorise us and our payment processor to debit the relevant amounts.

7.5 You must not attempt to pay with stolen, unauthorised or fraudulent details.

7.6 If a payment is overdue, we may:

suspend or refuse further Bookings; and
charge interest on overdue amounts at the Reserve Bank of Australia cash rate + 2% per annum, calculated daily and compounding monthly.

7.7 If any amount remains unpaid more than 30 days after written demand, we may engage a debt collection agency or legal representative. You agree to reimburse our reasonable recovery costs actually incurred.

7.8 You are responsible for any applicable taxes and levies (e.g. GST) associated with your use of the Services, unless we are required by law to collect them directly.

8. Ratings, Reviews and Feedback

8.1 After your Service, you may be invited to rate or review your experience. Any review you leave must be fair, accurate and not misleading.

8.2 You must not post or communicate false, defamatory or malicious statements about CleanVille or our Cleaning Professionals. We reserve all rights in relation to such conduct, including seeking legal remedies.

8.3 We may use your feedback and suggestions to improve our Services, and you agree we do not owe you any compensation for such use.

9. Availability of the Site and Services

9.1 We aim to keep the Site and booking system available and functioning, but we do not guarantee uninterrupted access. Maintenance, updates or technical issues may result in temporary downtime.

9.2 The Site and Services rely on third-party providers (e.g. hosting, payment gateways, telecommunications). To the extent permitted by law, we are not responsible for disruptions caused by third-party failures.

9.3 Where reasonable, we will provide notice of scheduled maintenance that may affect availability.

10. Intellectual Property

10.1 All intellectual property in the Site and Services, including text, graphics, logos, layouts, software and content, is owned by or licensed to CleanVille.

10.2 You must not copy, reproduce, modify, adapt, reverse engineer, distribute or otherwise use any part of the Site or Services except as permitted by these Terms or with our prior written consent.

10.3 You must not remove or alter any proprietary or copyright notices.

10.4 This clause survives termination of these Terms.

11. Confidentiality and Privacy

11.1 Each party may receive confidential information from the other. Both parties agree to:

use such information only for the purpose of providing or receiving the Services; and
take reasonable steps to prevent unauthorised disclosure.

11.2 Confidential information may be disclosed if required by law, or to professional advisers who are also bound by confidentiality obligations.

11.3 We collect, hold, use and disclose personal information in accordance with our Privacy Policy and applicable privacy laws.

11.4 You must only provide us with personal information that you are legally permitted to share (for example, where you have obtained the individual’s consent).

11.5 We may share personal information with third-party service providers (e.g. IT, payment processors, support services) as reasonably necessary to provide the Services.

11.6 This clause survives termination.

12. Consumer Law Rights

12.1 You may have non-excludable rights, guarantees and remedies under the Australian Consumer Law. These Terms are to be read subject to those rights.

12.2 Subject to your Consumer Law Rights, we do not offer refunds for:

change of mind; or
change in personal circumstances.

12.3 Nothing in these Terms is intended to exclude, restrict or modify any rights that you may have under the Australian Consumer Law.

12.4 This clause survives termination.

13. Quality Assurance and Re-Clean Policy

13.1 If you believe the Service did not meet a reasonable standard (e.g. checklist items missed, agreed areas overlooked), you may request a re-clean.

13.2 We encourage you to notify us as soon as practical after the Service, ideally within 48 hours, and provide photos or videos where possible. We will assess your request in light of:

the type of service booked;
the original condition of the property; and
the scope agreed.

13.3 If we agree that the quality was below a reasonable standard for the booked Service, we will arrange a re-clean of the affected areas at no additional charge.

13.4 For bond / end-of-lease cleans:

If your property manager or agent identifies genuine cleaning issues within our agreed scope, we will return to address those items.
We recommend you notify us as soon as you receive the inspection report, ideally within 72 hours, and provide a copy of the report if available.

13.5 Our re-clean and bond return commitments do not cover:

new dirt, damage or soiling occurring after the clean;
issues arising from items or areas not included in the original Booking; or
wear and tear, staining, or damage that cannot be corrected by standard cleaning.

13.6 Nothing in this clause limits your rights under the Australian Consumer Law.

14. Non-Solicitation of Cleaning Professionals

14.1 During the Term and for 12 months after it ends, you must not, without our written consent:

directly employ, contract or engage any Cleaning Professional introduced to you through CleanVille;
b. solicit or encourage a Cleaning Professional to cease working with us; or
c. bypass CleanVille to obtain cleaning services from a Cleaning Professional in a manner that circumvents our business.

14.2 You acknowledge that this restriction is reasonable and necessary to protect our legitimate business interests. We may seek injunctive or other equitable relief for any breach or threatened breach of this clause.

15. Bond / End-of-Lease Cleaning

15.1 Our bond cleaning services are designed to align with typical real estate expectations for a clean, vacant residential property. They do not include:

repairs, maintenance or restoration work;
pest control, mould remediation or structural cleaning; or
specialist services unless expressly agreed.

15.2 For best results, properties should be vacant with personal belongings removed. If furniture or items remain, we will clean accessible surfaces but cannot guarantee every area will be reached.

15.3 Our bond clean “return” commitment applies only to issues relating to the cleaning tasks within our scope and does not extend to new issues or damage arising after we have completed the Service.

16. Liability

16.1 You acknowledge that:

you are responsible for securing or removing fragile and valuable items before the Service;
b. we are not liable for wear, pre-existing damage, or deterioration that becomes apparent during cleaning;
c. you must provide reasonable evidence if you assert that damage or loss occurred during a Service; and
d. we may investigate any claim (including with our insurers) and request your cooperation.

16.2 To the maximum extent permitted by law:

neither party is liable for Consequential Loss;
b. each party’s liability is reduced to the extent the other party contributed to the loss;
c. where the Services are not ordinarily acquired for personal, domestic or household use or consumption, our liability for failure to comply with a Consumer Law Right is limited (at our election) to resupplying the Services or paying the cost of having the Services supplied again; and
d. our aggregate liability to you for any claim connected with the Services is limited to the total fees paid by you for the relevant Service, or AUD $100 where no fee has been paid.

16.3 This clause survives termination of these Terms.

17. Termination and General

17.1 We may suspend or terminate your access to the Services, or these Terms, if:

you fail to pay fees when due;
you breach these Terms and do not remedy the breach within 14 days of written notice;
the breach cannot be remedied; or
we discontinue the Services, in which case we will provide at least 90 days’ notice where reasonably possible.

17.2 You may terminate these Terms if:

we commit a material breach and fail to remedy it within 14 days of your written notice; or
the breach cannot be remedied.

17.3 You may also stop using the Services and close your Account at any time. Any fees owed remain payable.

17.4 Termination does not affect any rights or obligations that have already accrued.

17.5 Events outside our control: We are not liable for delays or failure to perform due to events beyond our reasonable control (e.g. natural disasters, pandemics, major system outages, transport disruptions).

17.6 Assignment: You must not assign or transfer your rights under these Terms without our written consent. We may assign our rights or obligations at any time.

17.7 Relationship: Nothing in these Terms creates a partnership, joint venture, employment or agency relationship between you and CleanVille.

17.8 Marketing: We may send you emails or SMS about our services. You can opt out at any time using the unsubscribe feature or contacting us.

17.9 Notices: Notices to CleanVille must be sent to admin@cleanville.com.au. Notices to you will be sent to the email associated with your Account or most recent Booking.

17.10 Governing law: These Terms are governed by the laws of New South Wales, Australia, and the parties submit to the exclusive jurisdiction of the courts of New South Wales.

18. Definitions

In these Terms:

Account means an online account you create with CleanVille to manage bookings and details.
Booking means a confirmed request for Services, including date, time, location and scope, accepted by CleanVille.
Cleaning Professionals means the individuals who perform the cleaning services, including employees of CleanVille and subcontractors engaged by CleanVille.
Consequential Loss includes loss of profit, revenue, opportunity, savings, goodwill, data, business interruption or any indirect or special loss, however caused, but does not include your obligation to pay fees.
Consumer Law Rights means any rights, guarantees or remedies you have under the Australian Consumer Law that cannot be excluded.
Liability means any claim, damage, loss, cost, expense or liability of any kind, whether actual, contingent, present or future, and whether arising in contract, tort (including negligence), statute, equity or otherwise.
Personal Information has the meaning given in the Privacy Act 1988 (Cth).
Services means the cleaning services provided or arranged by CleanVille, as described on the Site and in these Terms.

Site means our website at https://cleanville.com.au and any associated booking pages or digital platforms.