Please take some time to read these Terms and Conditions. We want our customers to feel comfortable that they are getting the best service and support for themselves and those around them.
1. Cleaning Services
The service will be for such cleaning duties as agreed between you and Houseproud Cleaning Pty Ltd at the time of booking.
All cleaning products and equipment required to service your property are provided by the Houseproud Cleaning Pty Ltd Franchisee.
If, at any time prior to or during your service, a Franchisee feels there is a safety issue, they can terminate the service at their discretion.
2. Customer Responsibilities
The customer will provide a safe working environment for the Franchisee to perform the service.
The customer will leave access unobstructed to those areas of the property requiring the service.
The customer will provide the Franchisee access to all service utilities, including hot and cold water, electricity and rubbish bins, as required to complete the service.
Prior to the commencement of the service, the customer will inform the Franchisee of any hazards, slippery surfaces, risks or dangers the customer is aware of.
3. Payment Terms
The customer agrees to pay at completion of service.
Payments can be made via cash, credit card*, or direct deposit.
Direct deposit payment must be made prior to the next scheduled weekly or fortnightly service if the service is ongoing.
A 50% deposit is required at time of booking for an End of Lease or Move Out Clean. Deposit payments can be either made by cash, direct deposit or credit card*, with the balance to be paid on completion of the clean.
Credit card payments may incur a 1.5%–2% surcharge depending on the type of credit card used.
Direct debit is only available for regular cleaning services.
4. Late Payment Fee
The customer agrees to pay in full within 7 days of the invoice date.
The customer agrees to pay a late fee administration charge of $10 per day for each day after the 7-day period that payment is not received.
5. GST
Tax Invoices are available for all services carried out by Houseproud Cleaning Pty Ltd Franchisees.
6. Quotations
Houseproud Cleaning Pty Ltd prides itself on accurate quotes. Whilst our online quote system will give you an estimate, we will always confirm the exact price of the clean before commencing the clean on the day.
If a service is requested outside of the original quote (e.g., addition of an oven or window clean), you will be informed of any extra cost before work commences.
7. Changes to Days or Time of Service
Any changes to the service originally agreed to between your Houseproud Cleaning Pty Ltd Franchisee and the customer must be advised, and the price agreed on, prior to the service commencing.
If time allows, the Houseproud Cleaning Franchisee may agree to provide any additional services on that same day. Otherwise, a day and time that suits both can be agreed on. For the best outcome, please call a day or so ahead to make sure all your needs can be met.
8. Changes to Scope of Services
Any changes to the service originally agreed to between the Houseproud Cleaning Pty Ltd Franchisee and the customer must be advised, and the price agreed on, prior to the service commencing.
9. Complaints
Customers must report dissatisfaction with the service provided within 24 hours of completion of the service.
Houseproud Cleaning Pty Ltd will endeavour to resolve the problem quickly and efficiently. Houseproud Cleaning Pty Ltd may, at its discretion, offer the customer either of the following:
- A partial or full refund; or
- Re-supply of the service without charge.
10. Your Details / Personal Information
Houseproud Cleaning Pty Ltd agrees not to share any information provided by the customer with any third party not directly involved in the provision of the service (unless required to do so by law).
We collect personal information such as your name, address, phone number, and email address for the purpose of providing cleaning services, responding to your enquiries, processing payments, and managing customer relationships.
Your personal information is stored securely and accessed only by authorised staff and franchisees, or trusted service providers who assist us in our operations.
For details about how we collect, use, and protect personal information, please refer to our Privacy & Email Terms.
11. Email Collection and Communications
When you submit a form on the Houseproud Cleaning website (for example, to request a quote or service), we may collect your email address and other contact details. By providing these details, you consent to Houseproud Cleaning Pty Ltd contacting you regarding:
- Your booking, quote, or service enquiry;
- Service updates, confirmations, and operational communications; and
- Marketing communications such as promotions, special offers, cleaning tips, and newsletters — if you have opted in to receive them.
Houseproud Cleaning Pty Ltd uses two separate email systems for different purposes:
- MailGun– for operational and transactional emails (such as booking confirmations, service updates, and invoices). These communications are essential to deliver our services and cannot be unsubscribed from.
- Mailchimp – for marketing communications only (such as offers, updates, and newsletters). You can manage your marketing preferences or unsubscribe at any time using the links provided in our emails.
Unsubscribing from marketing emails will not affect essential service-related communications.
Houseproud Cleaning Pty Ltd does not sell or rent customer information to any third party. We comply with the Spam Act 2003 (Cth) and all relevant privacy legislation regarding electronic communications.
12. No Locked-in Contract
At Houseproud Cleaning Pty Ltd, we are only as good as our last clean. The customer is not locked into any contracts with regard to regular cleaning services. If at any time the customer feels our services are slipping, they should inform Houseproud Cleaning Pty Ltd or their Franchisee. We believe in open communication to ensure every customer is happy and relaxed when they walk into their freshly cleaned home or office.
*Credit card payments: Not all Houseproud Cleaning franchises can process credit card payments. Customers will need to check with their franchisee at time of booking.