Terms and conditions
The terms that apply when you book a clean with Book My Cleaning Australia. We have kept them short and in plain English.
Last updated 23 September 2026. Book My Cleaning Australia, Melbourne, Victoria · info@bookmycleaning.com.au
1. About these terms
These terms form the agreement between you and Book My Cleaning Australia ("we", "us", "our") when you book cleaning services through bookmycleaning.com.au, by email or through our staff. By confirming a booking you accept these terms. Nothing in these terms excludes, restricts or modifies any right you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded.
2. Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
In particular, we guarantee that our services will be provided with due care and skill, will be reasonably fit for any purpose you make known to us, and will be supplied within a reasonable time.
3. Booking and prices
All prices are in Australian dollars (AUD) and include GST. The price shown before you confirm is the price you pay for the service as described. It covers the cleaner's time, professional products and equipment (for one-off services) and our 72-hour re-clean guarantee.
Prices are based on the information you give us. If the property is materially different from what was described — for example, much larger, with extra rooms, or in a significantly worse condition — we will contact you before starting and agree any change with you. You are never charged more without your agreement, and you may cancel free of charge if you do not accept the new price.
A booking is confirmed when we send you a confirmation email with a reference beginning BMC-.
4. Paying
- On the day — by card or cash to your cleaner once the work is done.
- Bank transfer — our details are on your invoice and confirmation email.
- Card online — processed securely by Stripe. We never see your full card number.
- Business customers — may be invoiced monthly on agreed terms.
We issue a tax invoice for every booking. We do not add card surcharges. Nothing is taken in advance unless you choose to pay online when booking.
5. Changing or cancelling
You can change or cancel a booking free of charge up to 24 hours before the start time, using the link in your confirmation email, from your account, or by emailing us.
If you cancel within 24 hours of the start time, or our cleaner cannot get in when they arrive (see section 7), we may charge a late cancellation fee of up to 50% of the booking price, because the cleaner has set aside that time and turned down other work. This fee reflects our reasonable costs and is not a penalty.
If we need to cancel or reschedule, we will tell you as early as possible and you pay nothing. If you have paid in advance, you will receive a full refund if we cannot offer a time that suits you.
6. Our 72-hour re-clean guarantee
If you, your real estate agent or your property manager are not satisfied with any part of the clean, tell us within 72 hours of the clean finishing by emailing info@bookmycleaning.com.au with your booking reference, a short description and, if possible, photos or the relevant part of the exit condition report. We will return and re-clean the affected areas at no cost to you, at a time agreed with you. We bear all costs of the re-clean.
For the re-clean we need access to the property, and the areas concerned must not have been used or re-soiled since our clean. This guarantee is in addition to, and does not limit, your rights under the Australian Consumer Law described in section 2.
Bonds: the decision to release your rental bond is made by your landlord or agent and your state or territory bond authority, not by us. We clean to the standard real estate agents inspect against, and we will re-clean anything cleaning-related that is raised within 72 hours, but we cannot guarantee the outcome of a bond claim or damage that is not caused by cleaning (for example wear and tear, damage, or maintenance issues).
7. Access, safety and your property
- Please make sure we can get in at the booked time, and tell us about any keys, key safes, building access or parking arrangements in the booking notes. If keys are collected from a real estate agent, you authorise us to collect and return them.
- Water and electricity must be connected and working. Without them we may be unable to complete the clean.
- Please tell us about pets, alarms, delicate surfaces, and any hazards such as mould, asbestos, sharps, pests or unsafe structures. Our cleaners may decline work they reasonably believe is unsafe, in line with work health and safety laws.
- For end of lease cleans, please remove personal belongings and rubbish before we arrive so we can reach every area.
- Please put away cash, jewellery and valuables. Our cleaners are police-checked, but this protects everyone.
8. What is not included
Unless listed in your booking, we do not: move furniture that two people cannot safely lift; work at heights above a two-step ladder; clean exterior windows above ground level; remove hazardous materials, biohazards, needles or asbestos; treat mould caused by ongoing damp or leaks (we clean it, but it will return until the cause is fixed); remove rubbish in bulk; or carry out repairs, painting or pest control. We will tell you before starting if something cannot be done.
9. Damage and liability
We carry public liability insurance. If our cleaner damages your property through a failure to take reasonable care, please tell us within 7 days with photos where possible (this time limit is for practical investigation and does not remove your rights under the ACL). We will repair, replace or compensate you for the reasonable cost, as appropriate.
We are not responsible for damage caused by pre-existing faults, items that were not properly installed or secured, normal wear and tear, or following your specific instructions. To the extent permitted by law — and subject always to your rights under the Australian Consumer Law, which are not limited — we are not liable for indirect or consequential loss that was not reasonably foreseeable.
10. Regular cleaning plans
Weekly and fortnightly plans continue until you pause or cancel them. There is no lock-in contract and no notice period — you can skip, reschedule, pause or cancel any visit from your account or by email, subject to the 24-hour rule in section 5. If you pay by card automatically, each visit is charged after it takes place. We will give you at least 30 days' notice by email of any price change for a regular plan, and you may cancel before it takes effect.
11. Photographs of the work
Our cleaners may take before-and-after photographs of the rooms they clean as a record of the work. These are handled under our privacy policy and are never used for advertising without your written permission.
12. Staff and non-solicitation
Our cleaners are vetted and trained by us. We ask that you do not arrange private work directly with a cleaner introduced by us for 6 months after your last booking. If you would like the same cleaner every visit, just ask — we will arrange it.
13. Reviews
We welcome honest reviews, good and bad. We only publish reviews from genuine customers, we do not pay or reward people for positive reviews, and we do not remove negative reviews simply because they are negative.
14. Your information
How we handle your personal information is explained in our privacy policy. In short: we use it to provide the service, we never sell it, and you can ask to see or correct it at any time.
15. Complaints and disputes
If something is not right, please email info@bookmycleaning.com.au with your booking reference. We acknowledge complaints within 2 working days and aim to resolve them within 5 working days.
If we cannot resolve it together, you can contact the consumer protection agency in your state or territory — for example Consumer Affairs Victoria, NSW Fair Trading, the Queensland Office of Fair Trading, WA Consumer Protection, SA Consumer and Business Services, Access Canberra, Consumer, Building and Occupational Services (Tasmania) or NT Consumer Affairs.
16. Changes to these terms
We may update these terms from time to time. The version that applies to your booking is the one on this page when you confirmed it. Changes will not affect bookings already confirmed without your agreement.
17. The law that applies
These terms are governed by the laws of Victoria, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Victoria and the courts entitled to hear appeals from them. If you live in another state or territory, this does not take away any protection given to you by the laws of that state or territory.