Please read these Terms and Conditions to understand our cleaning services, service guarantee, customer responsibilities and important service policies across Caloundra and the Sunshine Coast.
These Terms and Conditions apply to cleaning services provided by Sunshine Bond Clean to customers across Caloundra and the Sunshine Coast. By booking or using our services, you agree to these Terms and Conditions.
These terms explain our service standards, voluntary satisfaction guarantee, rectification process, customer responsibilities, health and safety requirements and other important conditions relating to our cleaning services.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable laws.
Sunshine Bond Clean is committed to providing professional cleaning services with reasonable care and skill.
As part of our commitment to customer satisfaction, we offer a voluntary service guarantee for eligible cleaning concerns relating to the original service, subject to the conditions outlined in these Terms and Conditions.
If an eligible issue is identified with cleaning work completed by our team, we will assess the concern and, where appropriate, arrange for the relevant cleaning items to be rectified.
Our satisfaction guarantee is intended to provide an opportunity to address eligible cleaning concerns. It does not guarantee that every stain, mark, damaged surface or pre-existing condition can be restored to a new or perfect condition.
Please notify us in writing within 7 days of completion of the cleaning service and clearly identify the areas requiring attention.
Please provide relevant details and, where applicable, photographs or supporting documentation relating to the reported cleaning concern.
Sunshine Bond Clean must be given a reasonable opportunity to assess the reported issue and determine an appropriate response.
Where appropriate, we will make reasonable efforts to arrange rectification as soon as reasonably practicable, with a target timeframe of 48 hours.
If you believe that an area included in your booked cleaning service has not been cleaned satisfactorily, please notify Sunshine Bond Clean as soon as reasonably possible.
For the purposes of our voluntary service guarantee, customers should report eligible concerns within 7 days of completion of the service.
To request an assessment or rectification:
Where permitted by law, Sunshine Bond Clean may need a reasonable opportunity to assess and remedy an issue before other remedies are considered.
Where rectification is appropriate, we will make reasonable efforts to arrange the work as soon as reasonably practicable. Our target timeframe is generally within 48 hours of receiving the necessary information and obtaining access to the property, subject to scheduling and cleaner availability.
A rectification normally applies only to the specific eligible cleaning items reported. It does not automatically entitle the customer to have the entire cleaning service repeated or to receive additional services that were not included in the original booking.
Our voluntary service guarantee applies to eligible concerns relating to the original cleaning service and is subject to reasonable conditions.
The guarantee may apply where:
The voluntary service guarantee applies to the original service at the same property. Only the concerns identified in the original report may be considered for rectification.
This voluntary service guarantee is separate from, and does not limit, any consumer rights or remedies that may apply under the Australian Consumer Law.
The condition of a property can change after a cleaning service has been completed. Our voluntary service guarantee may not apply where changes occurring after our service affect the reported area or make it difficult to determine the original condition.
This may include situations where:
These conditions do not exclude any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
To provide cleaning services safely and effectively, customers are responsible for ensuring that the property is reasonably safe and accessible.
The property should have:
Significant structural or cosmetic damage may affect the cleaning process and the results that can reasonably be achieved.
Significant issues involving pests, insects, animals or unsafe conditions may affect our ability to commence or complete the booked service.
Sunshine Bond Clean may delay, decline or stop work where there is a reasonable health or safety concern. Where possible, we will communicate the issue with the customer.
Professional cleaning can significantly improve the cleanliness and appearance of many surfaces. However, some marks, stains, deterioration or damage cannot be removed through ordinary professional cleaning methods.
Sunshine Bond Clean cannot guarantee the removal of:
Cleaning results depend on the condition, age and material of the surface. Our aim is to provide a professional cleaning result and meaningful improvement, rather than guarantee restoration of every surface to a new condition.
Spot cleaning is intended to address ordinary marks and surface dirt on accessible areas.
Additional cleaning time or charges may apply where walls are heavily marked, stained or require extensive cleaning beyond the original scope of work.
Some marks may not be removable without affecting paint or the underlying surface. We cannot guarantee the removal of permanent stains or pre-existing marks.
External windows, glass and outdoor areas may be affected by weather, dust, rain, wind and other environmental conditions after the cleaning service has been completed.
For this reason, Sunshine Bond Clean cannot guarantee that external surfaces will remain in the same condition after cleaning where environmental factors occur outside our reasonable control.
We aim to provide professional cleaning results; however, environmental conditions may affect outdoor areas after our service has been completed.
Sunshine Bond Clean aims to provide cleaning services with reasonable care and skill and to achieve a professional standard of cleanliness.
Cleaning results may vary depending on:
Our goal is to provide a professional cleaning result within the agreed scope of work. Cleaning does not necessarily restore an older, damaged or heavily worn property to a brand-new condition.
Sunshine Bond Clean provides professional bond and vacate cleaning services across Caloundra and the Sunshine Coast.
We aim to complete the agreed cleaning scope to a professional standard. However, Sunshine Bond Clean cannot guarantee that a rental bond will be refunded in full.
Bond and tenancy outcomes may involve factors outside our control, including the property’s condition, pre-existing damage, fair wear and tear, tenancy obligations and matters considered by property managers, owners or other relevant parties.
Where an exit inspection identifies concerns relating to the cleaning services included in our original booking, customers should provide the relevant details to Sunshine Bond Clean as soon as reasonably possible.
Where applicable, relevant property inspection feedback or an exit condition report may assist us in assessing the reported concern.
Quotes provided by Sunshine Bond Clean are based on the information available at the time of quotation.
Where we have not inspected a property before providing a quote, the quote may be an estimate based on the information supplied by the customer.
This information may include:
Customers should provide accurate information when requesting a quote to help us provide an appropriate estimate.
The required scope of work, time or price may need to be reviewed where the actual property or service requirements differ significantly from the information provided when the quote was prepared.
This may include where:
Where significant changes are required, Sunshine Bond Clean will discuss the situation with the customer where reasonably possible before undertaking additional work.
Carpet cleaning may be provided as part of a booked service or as an additional cleaning service.
Our carpet cleaning service is designed to remove common dirt, dust and grime associated with normal use. Cleaning results can vary depending on the condition and type of carpet.
Results may be affected by:
Additional charges may apply where carpets are heavily soiled or require additional work outside the original agreed scope.
While we make reasonable efforts to achieve the best possible cleaning result, permanent stains may not respond to cleaning treatments and complete stain removal cannot always be guaranteed.
In some cases, wear, fading or discolouration may become more visible after accumulated dirt has been removed.
The health and safety of our cleaners, customers and other people at the property is important.
Sunshine Bond Clean may assess potential health and safety risks before or during the service. Our cleaners may delay, modify or stop work where continuing would present an unreasonable safety risk.
Customers should arrange for heavy furniture, appliances or other large items to be moved before our team arrives if cleaning is required behind or underneath those items.
For workplace safety reasons, cleaners may decline to lift or move heavy or awkward objects where doing so could create a risk of injury or damage.
As a general operational guideline, cleaners are not required to lift or move individual items weighing more than 10 kg without appropriate assistance or safe handling arrangements.
Cleaning work may only be carried out at heights where safe access and appropriate equipment are available.
Our cleaners are not required to perform work at unsafe heights or in unsafe conditions.
Customers are responsible for helping ensure that the property is reasonably accessible and safe for the booked cleaning service.
Customers should:
Delays or limitations may occur where safe access or necessary services are not available.
Sunshine Bond Clean takes reasonable care while providing cleaning services and aims to avoid causing loss or damage.
If you believe damage has occurred during our service, please notify us as soon as reasonably possible.
To help us investigate the matter promptly, we ask customers to report the alleged damage in writing within 24 hours of becoming aware of it where reasonably practicable.
Where possible, please provide:
Our cleaners may identify and record visible pre-existing damage during the initial visual assessment of the property.
We are not responsible, to the extent permitted by law, for pre-existing damage, normal wear and tear, deterioration, hidden defects or damage caused by unsuitable materials or poor installation.
Customers are encouraged to remove or secure personal belongings, valuables and important items before the cleaning service begins.
Please clearly identify any items that should not be moved or disposed of.
Sunshine Bond Clean will take reasonable care while carrying out the agreed cleaning service. However, customers should not leave valuable or important items in areas where rubbish or unwanted materials are to be removed.
Nothing in this section limits any rights or obligations that cannot lawfully be excluded.
Sunshine Bond Clean aims to provide professional cleaning services with reasonable care and skill.
To the extent permitted by law, Sunshine Bond Clean is not responsible for loss or damage arising from:
Sunshine Bond Clean does not control decisions made by landlords, property owners, property managers or other parties regarding tenancy or bond matters.
This does not exclude or limit any liability or consumer right that cannot lawfully be excluded or limited.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or any other applicable Australian or Queensland law.
Sunshine Bond Clean recognises that eligible customers may have rights and remedies under the Australian Consumer Law.
Consumer guarantees relating to services may include requirements that services are provided with due care and skill, are reasonably fit for a disclosed purpose and, where no timeframe is agreed, are supplied within a reasonable time.
If a service does not meet an applicable consumer guarantee, the customer may be entitled to a remedy. The appropriate remedy can depend on the nature and circumstances of the issue.
Our voluntary 7-day satisfaction guarantee operates in addition to, and does not replace or remove, consumer rights that may apply under Australian law.
Sunshine Bond Clean may update these Terms and Conditions from time to time to reflect changes to our services, business practices or applicable requirements.
The current version of these Terms and Conditions will be published on our website.
If you have questions about these Terms and Conditions or our cleaning services across Caloundra and the Sunshine Coast, please contact Sunshine Bond Clean.
