Terms & Conditions

1. Acceptance of Terms

Welcome to OutClean. These Terms and Conditions ("Terms") govern your use of our website and cleaning services. By booking or using our services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our services.

OutClean reserves the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.

2. Services Offered

OutClean provides professional cleaning services in Gladstone, Queensland, Australia, including but not limited to:

• Bond Cleaning (End of Lease Cleaning)
• Regular House Cleaning
• Deep Cleaning
• Carpet Steam Cleaning
• Window Cleaning
• Additional services as advertised on our website

Service availability and pricing are subject to change without notice. All services are subject to availability and booking confirmation.

3. Booking and Reservations

3.1 Making a Booking

Bookings can be made through our website, phone, or email. All bookings are subject to availability and confirmation. You will receive a confirmation email once your booking is accepted.

3.2 Booking Information

You must provide accurate and complete information when making a booking, including:

• Full name and contact details
• Accurate property address and access information
• Property size and specific requirements
• Preferred date and time for service
• Any special instructions or concerns

3.3 Booking Confirmation

A booking is only confirmed when:

• You receive a confirmation email from OutClean
• Payment authorisation has been successfully processed

4. Pricing and Payment

4.1 Pricing

All prices are listed in Australian Dollars (AUD) and include GST unless otherwise stated. Prices are based on the information you provide during booking. Additional charges may apply if:

• The property condition differs significantly from what was described
• Additional services or rooms are requested on-site
• Extra time is required due to excessive dirt, damage, or items not cleared

4.2 Payment Methods

We accept payment via credit card, debit card, and digital wallets through our secure payment processor, Stripe. When you complete a booking, your payment method will be authorised but not charged until the service is confirmed and scheduled.

4.3 Payment Authorisation

By providing payment information, you authorise OutClean to charge your payment method for:

• The full service amount upon booking confirmation
• Any additional services or charges agreed upon
• Cancellation fees as outlined in Section 5

4.4 Failed Payments

If payment authorisation fails, we reserve the right to cancel your booking. We will make reasonable efforts to contact you to resolve payment issues.

5. Cancellations and Refunds

5.1 Cancellation by Customer

To cancel, please contact us via email or phone as soon as possible. Cancellation is effective when confirmed by OutClean.

5.2 Cancellation by OutClean

We reserve the right to cancel or reschedule services due to:

• Staff illness or emergency
• Extreme weather conditions
• Unsafe working conditions
• Force majeure events

If we cancel your booking, you will receive a full refund or the option to reschedule at no additional cost.

5.3 Refund Processing

Approved refunds will be processed within 5-10 business days to the original payment method. Refund timing may vary depending on your financial institution.

5.4 No-Show Policy

If you are not present at the property at the scheduled time and have not provided access arrangements, this will be considered a no-show. No refunds will be issued for no-shows.

6. Property Access and Preparation

6.1 Access Requirements

You must ensure our team has access to the property at the scheduled time. Access can be provided through:

• Being present at the property
• Providing keys or access codes
• Arranging access through property manager or real estate agent

Any delays caused by access issues may result in reduced service time or rescheduling charges.

6.2 Property Preparation

To ensure efficient service delivery, you should:

• Remove personal belongings and clutter from areas to be cleaned
• Ensure utilities (water, electricity) are connected and operational
• Secure or remove valuable or fragile items
• Inform us of any damaged areas or special concerns
• Ensure safe access to all areas requiring cleaning

6.3 Pets

Please inform us in advance if pets will be present during cleaning. For safety reasons, pets should be secured in a separate area or removed from the property during service.

7. Service Guarantee and Quality

7.1 Quality Commitment

We are committed to providing high-quality cleaning services. Our team follows professional cleaning standards and uses appropriate equipment and cleaning products.

7.2 Service Issues

If you are not satisfied with any aspect of our service, please contact us within 24 hours of service completion. We will:

• Investigate the issue promptly
• Return to address legitimate concerns at no additional charge
• Work with you to resolve the matter fairly

Issues reported more than 24 hours after service completion may not be eligible for resolution.

7.3 Bond Cleaning Guarantee

10-Day Bond Back Guarantee Plus Money Back Promise: For bond cleaning services, we guarantee our work meets the cleaning standards expected by property managers and landlords.

Our Guarantee Covers:

• Free Re-Clean: If your property manager identifies any cleaning issues within 10 days of our service, we will return to re-clean the affected areas completely free of charge
• Money Back Promise: If you're still not satisfied after the re-clean, we'll provide a full refund

Guarantee Conditions:

• You notify us within 10 days of the property inspection
• You provide written documentation from the property manager or landlord detailing the cleaning deficiencies
• The issues are within the scope of the original service booked
• The property condition has not changed since our original service
• The issues identified are due to our cleaning service and not pre-existing damage or wear

8. Liability and Insurance

8.1 Public Liability Insurance

OutClean carries public liability insurance covering our operations. We take reasonable care to prevent damage to your property during service delivery.

8.2 Damage and Claims

In the unlikely event of damage caused by our team:

• Report the damage to us immediately, preferably before our team leaves the property
• Provide photographic evidence and a detailed description
• File a formal claim within 48 hours of service completion

We will investigate all legitimate claims and work to resolve them fairly, either through repair, replacement, or reasonable compensation.

8.3 Limitation of Liability

OutClean is not liable for:

• Pre-existing damage or wear and tear
• Damage to items that should have been removed or secured
• Fragile items not properly protected or disclosed
• Damage caused by defective fixtures, fittings, or surfaces
• Stains or marks that cannot be removed through normal cleaning processes
• Indirect or consequential losses
• Claims not reported within the required timeframe

Our maximum liability for any claim is limited to the amount paid for the service in question.

8.4 Customer Responsibilities

You are responsible for:

• Ensuring the property is safe for our team to work in
• Disclosing any hazards, damaged areas, or special concerns
• Ensuring compliance with any building or strata regulations
• Any injuries or damages resulting from undisclosed hazards

9. Privacy and Data Protection

Your privacy is important to us. We collect, use, and protect your personal information in accordance with our Privacy Policy and the Australian Privacy Act 1988. By using our services, you consent to our data practices as described in our Privacy Policy.

10. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of OutClean or its licensors and is protected by Australian and international copyright laws. You may not reproduce, distribute, or create derivative works without our express written permission.

11. Dispute Resolution

11.1 Initial Contact

If you have a dispute or concern, please contact us first to attempt resolution. We are committed to addressing all concerns fairly and promptly.

11.2 Mediation

If we cannot resolve a dispute through direct communication, we agree to attempt resolution through mediation before pursuing legal action.

11.3 Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.

12. Consumer Rights

Our services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services supplied again if the services fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms limits or excludes any rights you may have under Australian Consumer Law or other applicable consumer protection legislation.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

14. Contact Information

For questions, concerns, or support regarding these Terms or our services, please contact us: