Terms & Conditions of Service
Surreal Cleaning
Last Updated: June 2026
By booking a service with Surreal Cleaning ("we", "us", "our"), you agree to the following Terms & Conditions.
1. Quotes & Pricing
All quotes are provided based on the information supplied by the client.
Quotes may be adjusted if:
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The condition of the property differs significantly from the information provided.
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Additional cleaning services are requested.
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Access restrictions result in additional time being required.
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The property is larger than disclosed.
Any additional charges will be discussed with the client before work proceeds where possible.
2. Bookings
Bookings are confirmed upon acceptance of a quotation or agreement to proceed with our services.
We reserve the right to refuse or cancel a booking where:
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Safe access cannot be provided.
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The working environment presents a health or safety risk.
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The client has outstanding unpaid invoices.
3. Payment Terms
Payment is due:
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Upon completion of the service unless otherwise agreed in writing.
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For bond cleans, payment may be required before keys are returned or released.
Accepted payment methods include bank transfer, cash, or other methods approved by Surreal Cleaning.
Late payments may incur administration and debt recovery costs where permitted by law.
4. Cancellations & Rescheduling
Clients must provide a minimum of 24 hours' notice for cancellations or rescheduling.
Where less than 24 hours' notice is provided, Surreal Cleaning reserves the right to charge a cancellation fee of up to 50% of the booked service value.
Where cleaners arrive at the property and are unable to gain access, a call-out fee may apply.
5. Access to Property
The client is responsible for ensuring:
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Access is available at the scheduled time.
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Utilities such as electricity and running water are connected and functioning.
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The property is safe for our staff to enter.
Additional charges may apply where cleaners are delayed due to access issues.
6. Property Condition
Clients must advise Surreal Cleaning of:
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Existing damage
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Hazardous conditions
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Pest infestations
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Biohazard risks
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Aggressive pets
We reserve the right to decline or discontinue services if conditions present a risk to our staff.
7. Satisfaction Guarantee
If you are dissatisfied with any aspect of our service, you must notify us within 24 hours of completion.
We will assess the concern and, where appropriate, return to address the specific issue at no additional cost.
Refunds will not be provided where Surreal Cleaning has not been given a reasonable opportunity to rectify the concern.
8. Bond & Exit Cleaning
While we strive to meet real estate and property manager expectations, Surreal Cleaning cannot guarantee the return of a rental bond.
Factors outside our control may affect bond outcomes, including:
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Pre-existing property damage
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Maintenance issues
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Fair wear and tear
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Property manager requirements not disclosed before cleaning
Where concerns are raised relating to completed cleaning work, clients must notify us within 48 hours and provide supporting documentation where available.
9. Limitation of Liability
Surreal Cleaning will exercise reasonable care in providing services.
To the extent permitted by law, we shall not be liable for:
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Pre-existing damage
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Fair wear and tear
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Deterioration of surfaces due to age or condition
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Loss resulting from inaccurate information supplied by the client
Any claim relating to accidental damage must be reported within 24 hours of service completion.
10. Pets
For the safety of our staff and your pets, animals should be secured or appropriately managed during the cleaning service.
Surreal Cleaning accepts no responsibility for pets that escape due to unsecured gates, doors, or access points outside our control.
11. Photography
Surreal Cleaning may take before and after photographs for quality assurance and training purposes.
No identifying personal information will be published without the client's consent.
12. Health & Safety
Our team reserves the right to stop work immediately where unsafe conditions are identified.
Examples include:
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Aggressive behaviour
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Dangerous substances
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Structural hazards
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Unsafe access conditions
13. Force Majeure
We shall not be liable for delays or failure to perform services due to circumstances beyond our reasonable control, including severe weather events, natural disasters, accidents, power outages, or government restrictions.
14. Privacy
Personal information collected during the booking process is handled in accordance with our Privacy Policy.
15. Amendments
Surreal Cleaning reserves the right to update these Terms & Conditions at any time. The latest version will be available on our website.
Contact Us
Surreal Cleaning
0449 964 932