1. The agreement
By booking a service through Cleaning Ninja (ABN 12 345 678 901), you agree to these terms. The agreement is between you (the "Customer") and Cleaning Ninja. If you book on behalf of someone else, you confirm you have their authority and they accept these terms.
2. Pricing and payment
- Quotes displayed on the website are real booking prices and include GST.
- Payment is taken on the day the work is completed via Stripe.
- For recurring bookings, the saved card is charged within 24 hours of each clean.
- If the scope changes on arrival (e.g. larger property than booked), we will call you before proceeding. You may decline.
3. Cancellation and rescheduling
- 24+ hours before booking: no fee.
- Inside 24 hours: 50% of the booking total.
- Same-day cancellation or no-access at the booked time: 100% of the booking total.
- Rescheduling 24+ hours ahead: free, subject to availability.
4. Bond-back guarantee (end-of-lease only)
For end-of-lease cleans, if your property manager notifies us within seven (7) days of the clean that the property failed inspection on a cleaning issue, we will return within 72 hours and re-clean the items flagged, at no cost. The guarantee assumes:
- The property was substantially empty when we cleaned it.
- The flagged issue is on the documented checklist (we provide a copy of every checklist used).
- The issue was not introduced by you or another party after our clean.
- Carpet steam was included in the original booking (where carpets are flagged).
Mould, structural damage, pest infestations, paint touch-ups, and items outside the cleaning checklist are not covered by the guarantee.
5. Limitation of liability
Our liability for damage caused during a clean is limited to the replacement value of the affected item, capped at the amount of our Public Liability cover ($20M through Allianz Australia). We are not liable for: pre-existing damage, cosmetic wear, items not declared as fragile or valuable, or consequential losses.
6. Access and safety
You must provide safe and lawful access to the property. We reserve the right to refuse work in conditions that pose health or safety risks to our team (biohazards, structural risks, hostile occupants).
7. NDIS bookings
We are a registered NDIS provider (401 234 567) under support item 01_020_0120_1_1 (Household Tasks). Plan-managed and self-managed plans are supported. We invoice the plan directly.
8. Disputes
Disputes should be raised by email to hello@cleaningninja.com.au. If unresolved within 30 days, the matter may be referred to the relevant State/Territory consumer affairs body (e.g. NSW Fair Trading, Consumer Affairs Victoria).
9. Governing law
These terms are governed by the laws of New South Wales, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.
Placeholder draft — these terms are honest, plain-English summaries pending formal legal review by our solicitors before the certified launch. The commercial commitments (cancellation, bond-back guarantee, insurance cap) are real and binding from the date you book.