Terms and Conditions

1. Terms and Conditions Overview

These Terms and Conditions ("Terms") govern your access to and use of the Spotless Service Hub website at https://spotlessservicehub.com/ ("Website") and your engagement of our professional cleaning services, including but not limited to residential cleaning, commercial cleaning, deep cleaning, office maintenance, end-of-lease cleaning, carpet and upholstery cleaning, and regular scheduled cleaning services (collectively, "Services").

By using this Website or booking our Services, you acknowledge that you have read, understood, and agree to be legally bound by these Terms, which form a binding agreement between you and Spotless Service Hub ("we", "our", or "us"). These Terms apply in addition to any specific service proposal, quote, or booking confirmation we provide to you. In the event of any inconsistency, the specific terms contained in a written quote or service agreement will prevail to the extent of the inconsistency.

The purpose of these Terms is to clearly outline your rights and responsibilities as a client and our obligations as a professional cleaning service provider operating within Australia, so that expectations are transparent and the booking, service delivery, and follow-up processes are efficient, fair, and safe for all parties.

2. Acceptance of Terms

By accessing, browsing, or using the Website, submitting a booking or quote request, or confirming a service appointment with Spotless Service Hub, you are deemed to have accepted and agreed to comply with these Terms. If you do not agree with any part of these Terms, you must not use the Website or proceed with a booking.

Your acceptance of these Terms is confirmed when you perform any of the following actions:

Submitting a booking or quote request via our online forms, live chat, email, or phone;
Clicking to accept or agree to these Terms where this option is made available to you on the Website;
Paying a deposit or full amount for any Service; or
Allowing our cleaning professionals access to your premises on the scheduled service date.

If you are entering into these Terms on behalf of a business, organisation, or other legal entity, you warrant that you are authorised to bind that entity, and references to "you" or "client" include that entity and its personnel.

3. Service Eligibility

Our Services are available to clients whose premises are located within our designated service coverage areas in Australia, as outlined on our Coverage page or otherwise confirmed in writing by our team.

To be eligible to book or receive our Services, you must:

Be at least 18 years of age and legally capable of entering into binding contracts under the laws of Australia;
Provide accurate, current, and complete contact and property information when submitting a booking or quote request;
Ensure that the property to be cleaned is within our serviceable areas and is safe and reasonably accessible for our cleaning professionals; and
Be the owner of the property or have full authority from the owner or managing agent to engage our Services and grant access to the premises.

We reserve the right to decline or cancel a booking if we determine that a property is outside our service coverage, presents unreasonable health or safety risks, or where eligibility requirements are not met.

4. Booking Process and Confirmation

Bookings for our Services can be made online via the Booking page, through our Contact Us channels, or as otherwise specified on the Website. To initiate a booking, you will be asked to provide details such as service type, property size, location, preferred dates and times, and any specific requirements or add-ons.

The general booking process is as follows:

Enquiry or request: You submit a booking or quote request with accurate and complete information about your premises and desired Services.
Initial assessment: We review your request and may ask for additional information (such as photos, room counts, or specific concerns) to accurately estimate time and cost.
Quote and service outline: We provide an estimate or fixed quote, outlining the scope of work, inclusions and exclusions, estimated duration, and any recommended add-ons, consistent with the details on our Services and Pricing pages.
Acceptance and deposit: Once you accept the quote, you may be required to pay a deposit or full prepayment as specified in the quote or booking confirmation.
Booking confirmation: We confirm your booking by email, SMS, or other written communication, providing the service date, arrival window, and key service details ("Booking Confirmation").

A booking is not final until you have received a Booking Confirmation from us. Any indicative times or availability shown on the Website are subject to change and are not binding until confirmed. We may contact you prior to the service date to reconfirm details or to request reasonable adjustments to timing or access arrangements.

You agree to promptly respond to our communications relating to your booking and to inform us of any changes that could affect access, parking, or the scope of work (for example, property condition, additional rooms, or post-construction debris) as soon as reasonably practicable.

5. Pricing, Payments, and Deposits

Our pricing structure, including indicative package rates and optional add-ons, is outlined on our Pricing page and may be supplemented by a tailored quote for your specific property and service requirements. All prices are quoted in Australian dollars (AUD) and include applicable taxes unless expressly stated otherwise.

While we strive to keep information on the Website up to date and accurate, final pricing for a particular booking may vary based on the actual condition, size, and specific needs of your premises. Any adjustments will be discussed with you and confirmed in writing where practical.

We accept a range of payment methods, which may include:

Secure online card payments via our payment gateway;
Bank transfer to the account details provided on your invoice or Booking Confirmation; and
Other methods expressly approved by us in writing.

Depending on the nature and value of the Services, we may require a non-refundable or partially refundable deposit at the time of booking to secure your appointment. The deposit amount, due date, and refund conditions will be set out in your quote or Booking Confirmation.

Unless otherwise agreed, the balance of any outstanding fees is payable on or before the service date. Where payment terms are extended (for example, to commercial clients), you must pay all invoices by the due date stated. Late or failed payments may result in:

Suspension or cancellation of upcoming Services;
Application of reasonable late payment fees or interest, in accordance with applicable law; and
Referral of the debt to a collection agency, in which case you may be liable for associated recovery costs where permitted by law.

6. Cancellation and Rescheduling Policy

We understand that plans can change. To manage our schedule and ensure fairness to all clients and our cleaning professionals, we apply the following general cancellation and rescheduling principles, subject to any specific terms contained in your service quote or Booking Confirmation.

If you need to cancel or reschedule your appointment, you must notify us as soon as possible using the contact details provided in your Booking Confirmation or on the Contact Us page. Unless otherwise stated in writing:

Notice provided more than a reasonable minimum period before the scheduled start time (for example, 24–48 hours, as specified in your Booking Confirmation) will generally allow for rescheduling without additional fees;
Late cancellations or rescheduling requests received within the minimum notice period may incur a cancellation fee or forfeiture of all or part of your deposit, to reflect administrative and staffing costs; and
Failure to provide access to the property at the scheduled time, or failure to be contactable using the details you have supplied, may be treated as a late cancellation.

In rare circumstances (such as staff illness, unsafe conditions, severe weather, or other events beyond our reasonable control), we may need to cancel or reschedule your appointment. Where this occurs, we will make reasonable efforts to provide as much notice as practicable and to offer an alternative booking time. If we cancel and cannot offer a suitable alternative, any prepayments or deposits for the affected service will be refunded in accordance with applicable law.

7. Client Obligations

To help us deliver safe, efficient, and high-quality cleaning Services, you agree to fulfil the following obligations:

Access: Ensure our cleaning professionals have timely, safe, and unobstructed access to the property at the scheduled service time, including keys, access codes, parking instructions, and any building or security procedures.
Preparation: Where reasonably possible, remove or secure fragile items, valuables, and personal belongings from areas to be cleaned, and notify us of any pre-existing damage or areas of concern.
Pets and occupants: Secure or supervise pets appropriately and ensure that occupants do not interfere with the safe and efficient delivery of the Services.
Utilities: Provide access to running water, electricity, and basic amenities necessary to perform the Services, unless alternative arrangements have been agreed in advance.
Accurate information: Disclose any known hazards, special cleaning requirements, or sensitivities (such as allergies to certain cleaning products) before the service date so that we can plan accordingly.
Prompt communication: Inform us promptly of any material changes to your booking, including changes to property access, layout, or condition, and respond in a timely manner to our reasonable inquiries.

If we determine that your failure to meet these obligations materially prevents or delays us from performing the Services, we may, acting reasonably, either adjust the scope, duration, or pricing of the Services, or treat the booking as cancelled and apply the applicable cancellation terms.

8. Liability and Limitations

We take care to deliver our Services with professional skill and diligence. However, to the maximum extent permitted by law, our liability to you is limited as set out in this section.

Nothing in these Terms is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation that cannot lawfully be excluded or limited. Where the Australian Consumer Law applies and our Services are not of a kind ordinarily acquired for personal, domestic, or household use or consumption, our liability is, where permitted, limited at our option to resupplying the Services or paying the cost of having the Services supplied again.

To the extent permitted by law:

We are not liable for loss or damage arising from inaccurate, incomplete, or misleading information provided by you, or from your failure to comply with these Terms or reasonable instructions given by our team;
We are not responsible for normal wear and tear, existing damage, or deterioration that becomes apparent during cleaning (including but not limited to pre-existing stains, discolouration, permanent odours, or fragile surfaces);
We are not liable for loss of profit, loss of opportunity, loss of data, or any indirect, consequential, or special damages, whether arising in contract, tort (including negligence), equity, statute, or otherwise; and
Our aggregate liability for any claim or series of related claims arising out of or in connection with the Services or these Terms will not exceed the total amount paid by you for the specific Service giving rise to the claim, except where a higher limit is required by law.

You agree to promptly notify us of any concern or complaint regarding the Services, ideally within a reasonable period after the service date, so that we have a fair opportunity to review and, where appropriate, rectify the issue.

9. Privacy and Data Protection

We are committed to protecting your personal information in accordance with applicable Australian privacy laws. When you use the Website or book our Services, we may collect personal data such as your name, contact details, service address, and payment-related information, as well as details about your property and service preferences.

We use this information to manage your bookings, communicate with you, deliver and improve our Services, and operate and enhance the Website. We may also use aggregated and de-identified data for analytics and service improvement purposes. We apply reasonable technical, administrative, and physical safeguards to protect your information from misuse, interference, loss, unauthorised access, modification, or disclosure.

For more details about how we collect, use, disclose, and protect your personal information, as well as your rights to access and correct your data, please refer to our Privacy Policy and Cookie Policy, which form part of these Terms. By using the Website or engaging our Services, you consent to our handling of your personal information in accordance with those policies and these Terms.

10. Amendments to Terms

We may update or amend these Terms from time to time to reflect changes in our Services, operational needs, legal requirements, or for any other reason we consider necessary. When we make changes, we will post the updated Terms on this page and revise the effective date at the top or bottom of the document. In some cases, and where required by law, we may also provide additional notice of material changes via email, prominent Website notices, or during the booking process.

Your continued use of the Website or engagement of our Services after the updated Terms have been posted constitutes your acceptance of the revised Terms. You are responsible for reviewing the current version of the Terms before placing a new booking or relying on information from the Website.

If you do not agree with any updated Terms, you should stop using the Website and refrain from booking further Services. Any existing bookings will continue to be governed by the version of the Terms that applied at the time your booking was confirmed, unless we mutually agree otherwise or a change is required by law.

For any questions about these Terms, or to request clarification before making a booking, please contact us via the details provided on our Contact Us page.