1. About these terms
1.1 These Terms of Service ("Terms") apply to end-of-lease cleaning services (also called bond cleaning or vacate cleaning) supplied by FinalClean, a business name of Sneh Gondaliya, ABN 74 767 637 886 ("we", "us", "our") to you, the customer ("you"), for residential properties in Sydney, NSW.
1.2 By paying the $49 booking deposit, or by allowing our cleaner to begin work, you agree to these Terms.
1.3 Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where there is any inconsistency between these Terms and the Australian Consumer Law, the Australian Consumer Law prevails.
2. Definitions
Standard condition — a property in a reasonably maintained state consistent with normal wear and tear, requiring routine cleaning only, and not requiring restoration or the removal of built-up grime, grease, staining or marks.
Heavy-duty cleaning — cleaning required beyond standard condition. Examples include heavy grease build-up on a stove, oven or rangehood; soap scum, mould or hard-water staining in a bathroom; and marked or scuffed walls.
Estimated price range — the indicative price range shown by our online calculator, based on the details you enter.
Final quote — the quote we confirm with you after inspecting your property condition.
Deposit — the $49 booking deposit.
3. The quote and pricing model
3.1 Estimated range first. Our online calculator gives you an estimated price range based on the information you provide. This is an estimate only. It is not a binding offer and it is not your final price.
3.2 Callback and quote. After you submit your name and mobile number, we will call you back — we aim to do so within 15 minutes during our operating hours — to confirm the scope of work and give you a quote. The quote is the price that applies to your booking.
3.3 GST. All prices we quote, including the estimated range, the final quote, any add-ons and any surcharge, are exclusive of GST and are stated as a single total price.
3.4 Standard condition assumption. Your final quote covers a property in standard condition. It assumes the property is empty of belongings and requires routine end-of-lease cleaning only.
3.5 Heavy-duty surcharge. If, when our cleaner arrives and inspects the property, the property requires heavy-duty cleaning, an additional charge may apply. Before we carry out any additional work or charge anything extra, we will:
- (a) identify the specific areas requiring heavy-duty cleaning;
- (b) take and show you photographs of those areas;
- (c) tell you the additional cost as a single GST-exclusive figure; and
- (d) only proceed once you have approved the additional charge.
Nothing will appear on your invoice that you have not approved in advance. If you do not approve the additional charge, clause 12 applies.
3.6 Add-ons. Optional add-ons — such as carpet steam cleaning, inside fridge, garage and balcony — are quoted separately and are only included if you request them.
4. The $49 deposit
4.1 A $49 deposit is payable online at the time of booking to secure your booking and your scheduled time slot.
4.2 The deposit is refundable if you cancel at any time before our cleaner arrives at the property for inspection.
4.3 Once our cleaner has arrived at the property, the deposit becomes non-refundable, because by that point we have incurred genuine costs including scheduling and administration, allocating and paying the cleaner for the reserved time slot, and travel to the property. Full details are in Part B.
4.4 The deposit is deducted from your final quoted amount. You are not charged twice.
5. Payment
5.1 The balance of the final quoted price — that is, the final quote less the $49 deposit — is payable upfront, before the clean starts.
5.2 Any approved heavy-duty surcharge or add-on is payable as agreed before that additional work is carried out.
5.3 Payment is accepted by the methods shown at checkout and is processed by our third-party payment provider. We do not store full card numbers.
6. Booking and access
6.1 You must give us accurate property details when booking, including property type, number of bedrooms and bathrooms, condition, and any add-ons. If the property differs materially from what you described, the final quote or a surcharge may change, subject to clause 3.5.
6.2 You must ensure we have access to the property at the booked time. You do not need to be present. You may leave a key, provide a lockbox code, or arrange access through your agent or a nominated person.
6.3 You must ensure the property is empty of your belongings and furniture before we start, unless we have agreed otherwise, and that electricity and water are connected so we can clean effectively.
6.4 Please arrange free, lawful parking at or near the property. If paid parking is unavoidable, the parking cost may be added to your price. We will tell you before this is charged.
7. What a standard clean includes
7.1 A standard end-of-lease clean is carried out against a standard vacate cleaning checklist and typically includes:
- Kitchen — benchtops, cupboards inside and out, stovetop, oven, rangehood and sink
- Bathrooms and toilet — tiles, shower, bath, vanity, mirrors and fittings
- Bedrooms and living areas — skirting boards, window sills, light switches, fittings, and internal windows where safely reachable
- Floors — vacuumed and mopped throughout
7.2 A full room-by-room checklist is available on request. The specific inclusions for your booking will be confirmed in your final quote.
8. What is excluded
8.1 Unless separately quoted and agreed, a standard clean does not include: carpet steam cleaning; inside the fridge or freezer; garage; balcony; exterior windows or any window that cannot be reached safely; pest control; rubbish or furniture removal; cleaning of walls or ceilings.
8.2 We do not clean or handle biohazards, including blood, faeces, needles or heavy mould infestations. If we encounter these, we may decline that part of the work or quote for it separately.
9. Your obligations
You agree to provide accurate information about the property; provide access at the booked time; empty the property of your belongings; keep electricity and water connected; secure or remove pets; and tell us in advance of anything that affects safety or the scope of work.
10. The 100% Bond Back Guarantee
10.1 What it is. We back our standard end-of-lease clean with a 100% Bond Back Guarantee. This is a free re-clean guarantee. If your real estate agent or property manager flags a cleaning item that was covered by your booked clean, we will return and re-clean that item free of charge.
10.2 How to claim. To use the guarantee you must:
- (a) report the issue to us within 72 hours of the completion of your clean;
- (b) provide the written list or feedback from your agent or property manager identifying the specific cleaning items; and
- (c) give us reasonable access to return and rectify those items.
10.3 What is covered. Only cleaning items that formed part of your booked and paid scope of work — the standard clean plus any add-ons you paid for.
10.4 What is not covered. The guarantee does not cover items outside your booked scope; areas we could not access or clean at the time, for example because the property was not empty or utilities were disconnected; add-ons you chose not to book; damage or wear that is not a cleaning issue; issues reported more than 72 hours after completion; or any situation where another cleaner has attended the property after us.
10.5 This is not a guarantee that your bond will be returned. Whether your bond is refunded is decided by your agent, property manager or landlord, and depends on factors outside our control — including property damage, repairs, unpaid rent, garden and outdoor condition, and the terms of your lease and condition report. Under the Residential Tenancies Act 2010 (NSW), a tenant must leave the premises in a reasonably clean condition having regard to its condition at the start of the tenancy, fair wear and tear excepted. Our guarantee is limited to re-cleaning the cleaning items we were responsible for. It does not guarantee the return of your bond and does not cover deductions made for non-cleaning reasons.
10.6 The guarantee entitles you to a free re-clean. It does not entitle you to a cash refund in place of a re-clean. See clause 15.
11. The Price Match Guarantee
11.1 What it is. We will beat any comparable written quote from a Sydney cleaner by 5%, subject to the conditions below.
11.2 Conditions. To qualify, the competitor quote must:
- (a) be a written quote — not verbal, not an advertisement, and not a screenshot of a headline rate;
- (b) be dated within the last 7 days;
- (c) be for the same property and the same scope of work, including the same inclusions and add-ons;
- (d) show the competitor's ABN and business name;
- (e) be a genuine, all-inclusive, GST-exclusive total price; and
- (f) be presented to us before you book.
11.3 What is not matched. Verbal quotes, estimates, or "from" prices; quotes excluding items included in our package; quotes from unregistered individuals or quotes with no ABN; quotes submitted after deposit; coupled or bundled deals; promotional, seasonal or introductory pricing; same-day and short-notice bookings.
11.4 Verification. We may contact the competitor to verify the quote. We may decline a price match if we reasonably believe the quote is not genuine, not comparable, or has been altered. We store competitor quotes you submit for verification and record-keeping. See Part C.
11.5 One claim per booking. The Price Match Guarantee cannot be combined with any other offer or discount.
11.6 We may withdraw or change the Price Match Guarantee at any time, but any change will not affect a price match we have already confirmed with you.
12. Declining the final quote or additional charges
12.1 You may decline the final quote before you pay, at no cost beyond the deposit rules in clause 4 and Part B.
12.2 If, after our cleaner has arrived and inspected the property, you decline a heavy-duty surcharge, we may either:
- (a) carry out only the standard clean for the original final quote — noting that heavily soiled areas may not reach inspection standard, and the 100% Bond Back Guarantee will not cover those areas; or
- (b) where the property cannot reasonably be cleaned to standard without the additional work, decline to proceed.
In either case the $49 deposit is non-refundable because the cleaner has arrived, but you will not be charged the balance if no cleaning is carried out.
13. Insurance
13.1 We hold public liability insurance with NRMA, covering up to $10 million. A certificate of currency is available on request by emailing admin@finalclean.com.au.
13.2 Where we employ staff, we hold workers compensation insurance as required by NSW law.
14. Liability
14.1 We will perform our services with due care and skill.
14.2 To the maximum extent permitted by law, and subject to clauses 14.3 and 15, our liability for any claim connected with our services is limited to, at our option, re-supplying the services or paying the cost of having the services re-supplied.
14.3 Nothing in these Terms limits our liability where doing so would breach the Australian Consumer Law, including our liability for failing to meet a consumer guarantee. We do not attempt to exclude, restrict or modify any consumer guarantee.
14.4 We are not liable for loss or damage caused by matters outside our control, including pre-existing damage, wear and tear, defects in the property, or your failure to meet your obligations under clause 9.
15. Your rights under the Australian Consumer Law
15.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, we guarantee that our services will be provided with due care and skill, will be reasonably fit for any purpose you told us about, and will be supplied within a reasonable time. Any term that tries to exclude these guarantees is void.
15.2 If we fail to meet a consumer guarantee, you are entitled to a remedy. For a major failure you may cancel and obtain a refund for the unused portion, or seek compensation for the drop in value. For a minor failure we may choose to remedy the problem by re-performing the service within a reasonable time — this is where our free re-clean applies.
15.3 You are also entitled to be compensated for any other reasonably foreseeable loss or damage caused by our failure to meet a consumer guarantee.
16. Dispute resolution
16.1 If you have a concern, please contact us first at admin@finalclean.com.au or 0417 389 502 so we can try to resolve it quickly.
16.2 If we cannot resolve it, you may contact NSW Fair Trading, or apply to the NSW Civil and Administrative Tribunal (NCAT) for eligible claims. Nothing in this clause limits your legal rights.
17. Governing law
These Terms are governed by the laws of New South Wales, Australia. You and we submit to the courts and tribunals of New South Wales.
18. How to cancel or reschedule
18.1 To cancel or reschedule, contact us as early as possible at admin@finalclean.com.au or 0417 389 502. We will confirm your cancellation or reschedule in writing.
18.2 You can reschedule to another available time slot at no charge before the cleaner arrives, subject to availability.
19. Deposit refunds
19.1 The $49 deposit is fully refundable if you cancel at any time before our cleaner arrives at the property for inspection.
19.2 Once our cleaner has arrived at the property, the $49 deposit is non-refundable.
19.3 Why the deposit is non-refundable at that point. The $49 is not a penalty. It is a genuine pre-estimate of the costs we have already incurred by the time the cleaner arrives — scheduling and administration, allocating and paying the cleaner for the reserved time slot, and travel to your property. We keep the amount deliberately modest so that it reflects those genuine costs rather than penalising you for cancelling.
19.4 Refunds are processed to the original payment method within 5 business days.
20. If you decline the final quote or a surcharge after arrival
20.1 If you decline the final quote or a heavy-duty surcharge after the cleaner has arrived, the $49 deposit is non-refundable under clause 19.2, but you will not be charged the balance if no cleaning is carried out. See clause 12.
21. No access or lockout
21.1 If our cleaner arrives at the booked time and cannot access the property — for example there is no key, the code is incorrect, or nobody is available to provide entry — this is treated as the cleaner having arrived. The $49 deposit is non-refundable, and we may charge a reasonable call-out or re-attendance fee reflecting our genuine costs. We will tell you the amount before re-attending.
22. If we cancel
22.1 We may cancel or reschedule if the property is materially different from what you described, if the property is unsafe, if utilities are not connected, or due to events beyond our control.
22.2 If we cancel and you have not caused the cancellation, we will refund your $49 deposit in full and offer to rebook at the earliest available time.
23. Refunds where the service falls short
23.1 If our service is not provided with due care and skill, or otherwise fails a consumer guarantee, you are entitled to a remedy under the Australian Consumer Law. See clause 15. For minor issues our first remedy is normally a free re-clean. For a major failure you may be entitled to a refund of the unused portion.
23.2 We will not charge you for re-cleans carried out under the 100% Bond Back Guarantee or to remedy a consumer guarantee failure.
24. Your rights are preserved
24.1 Nothing in this Cancellation & Refund Policy limits or removes any right you have under the Australian Consumer Law. Where this policy and the Australian Consumer Law conflict, the Australian Consumer Law prevails.
25. About this policy
25.1 This Privacy Policy explains how FinalClean (Sneh Gondaliya, ABN 74 767 637 886) collects, uses, discloses and protects your personal information, in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
25.2 As a small business we may currently fall within the Privacy Act's small business exemption. We have chosen to follow the Australian Privacy Principles voluntarily as best practice.
26. What personal information we collect
The kinds of personal information we collect and hold are: your name; mobile number; email address; property address and property details; your booking and service history; payment details, which are processed by our payment provider; competitor quotes you submit for a price match; records of calls, SMS messages and emails with you; and website and analytics data as described in clause 33.
We do not seek to collect sensitive information and ask that you do not send it to us.
27. How we collect and hold it
27.1 We usually collect personal information directly from you — through our online calculator and booking form, over the phone, by SMS or email, and when you submit a competitor quote.
27.2 We also collect some information automatically when you use our website, through cookies and tracking technologies described in clause 33.
27.3 We hold personal information in our booking and customer management system and with the service providers listed in clause 30, protected by the security measures in clause 34.
28. Why we collect, hold, use and disclose it
We collect and use your information to: provide an estimated range and a final quote; call you back to confirm your booking; schedule and perform your clean; take payment; administer the 100% Bond Back Guarantee and the Price Match Guarantee; communicate with you about your booking, including by SMS and phone; handle complaints and re-cleans; keep records; meet our legal obligations; and, where permitted, send you marketing as described in clause 31.
If we do not collect the information we need, we may be unable to quote or provide the service.
29. Phone, SMS and email follow-up
29.1 When you submit your name and mobile number, you are asking us to call you back to confirm your quote. We rely on that request as your consent to contact you about your enquiry.
29.2 We use SMS and email to follow up on your enquiry, send your quote, and confirm your booking. Messages about your specific booking are service messages.
29.3 Marketing messages are covered by clause 31.
30. Who we disclose it to
We may disclose your personal information to: our cleaners and contractors, so they can perform your clean; our payment provider; our booking and customer management system provider; our SMS and email providers; our call-tracking provider; our analytics and advertising providers, being Google and Meta, as described in clause 33; our professional advisers; and government bodies or regulators where required or authorised by law.
We require our service providers to handle your information consistently with this policy.
31. Direct marketing
31.1 We may send you marketing about our cleaning services where the law allows — generally where you gave us your details directly and would reasonably expect it, or where you have consented.
31.2 Every marketing message includes a simple, free way to opt out. If you opt out, we will stop sending marketing within 5 business days.
31.3 To opt out at any time, reply STOP to an SMS, use the unsubscribe link in an email, or contact us at admin@finalclean.com.au.
32. Overseas disclosure
32.1 Some of our providers store or process data outside Australia. Google and Meta advertising and analytics services, and some cloud hosting, customer management and messaging providers, may process information in the United States and other countries.
32.2 Where we disclose personal information to an overseas recipient, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.
33. Cookies, analytics and advertising pixels
33.1 Our website uses cookies and tracking technologies including Google Analytics, Google Ads conversion tracking, the Meta (Facebook) Pixel, and call tracking. These help us understand how our site is used, measure our advertising, and follow up on enquiries.
33.2 These tools may collect information such as your device and browser, IP address, pages viewed, and actions taken on our site, and may share signals with Google and Meta, who can combine them with other data they hold.
33.3 We do not use tracking pixels to collect sensitive information.
33.4 You can control cookies through your browser settings, and you can opt out of some advertising tracking through Google's and Meta's ad settings.
34. Data security
34.1 We take reasonable steps to protect your personal information from misuse, interference, loss and unauthorised access, using measures including access controls, reputable service providers, and a secure payment provider for card payments.
35. How long we keep it
35.1 We keep personal information only for as long as we need it for the purposes described above or to meet legal obligations, after which we take reasonable steps to destroy or de-identify it. Competitor quotes submitted for price matching are kept for a reasonable period for verification and record-keeping, and are then destroyed.