Terms of Service

Last Updated: 10 August 2026

These Terms of Service ("Terms") apply to all cleaning services provided by Platinum Bond Cleaning ("Platinum Bond Cleaning", "we", "us", or "our"). By requesting, booking, or using our services, you agree to these Terms.

Please read these Terms carefully before making a booking.

1. Our Services

Platinum Bond Cleaning provides professional cleaning services, including bond and end-of-lease cleaning.

The services included in your booking will depend on the service selected and any requirements agreed upon before the clean.

Additional services or requests may incur additional charges if they fall outside the agreed scope of work.

2. Booking a Service

Bookings can be made through our website, by phone, email, or other booking methods provided by Platinum Bond Cleaning.

When making a booking, you are responsible for providing accurate information, including:

Your name and contact details
Property address
Property type and size
Number of bedrooms and bathrooms
Requested service
Preferred date and time
Property access instructions
Any special requirements or information that may affect the cleaning service

A booking is considered confirmed once Platinum Bond Cleaning has accepted and confirmed the booking.

3. Pricing and Payment

The price of your cleaning service will be communicated to you before the service is carried out, unless otherwise agreed.

Pricing may vary depending on the size, condition, location, and requirements of the property.

Additional charges may apply if:

The property requires substantially more work than described during booking
Additional services are requested
The condition of the property is significantly different from the information provided
Additional time, equipment, or specialised cleaning is reasonably required

Payment must be made using the payment method and within the timeframe specified by Platinum Bond Cleaning.

4. Property Access

Customers are responsible for providing our cleaning team with safe and reasonable access to the property at the agreed time.

Access can be provided by:

Being present at the property
Leaving the property unlocked
Providing keys in an agreed safe location
Providing suitable access instructions

If our team cannot access the property at the scheduled time, additional fees or cancellation charges may apply.

Platinum Bond Cleaning is not responsible for delays caused by incorrect access information or the property being inaccessible.

5. Customer Responsibilities

Before the cleaning service begins, customers should remove personal belongings, rubbish, and other items that may prevent our cleaners from accessing or cleaning relevant areas.

Customers must inform Platinum Bond Cleaning about any circumstances that may affect the service, including:

Existing damage
Fragile or valuable items
Areas requiring special attention
Pest infestations
Hazardous substances
Unsafe conditions
Construction or repair work taking place at the property

We reserve the right to refuse or stop a service if the property is considered unsafe for our team.

6. Cleaning Results

Platinum Bond Cleaning will make reasonable efforts to complete the cleaning service according to the agreed scope of work.

Cleaning results may vary depending on the age, condition, materials, and level of deterioration of surfaces and fixtures.

Certain stains, marks, mould, built-up grime, permanent discolouration, damage, or deterioration may not be completely removable through standard cleaning methods.

While we aim to provide a high standard of bond cleaning, we cannot guarantee that a landlord, property manager, real estate agent, or other third party will approve a customer's bond refund.

7. Bond Cleaning and Re-Cleans

If a customer believes an area included in the agreed cleaning service has not been cleaned to a reasonable standard, they should contact Platinum Bond Cleaning as soon as possible after the service.

Where appropriate, we may offer a return visit to address areas that were included in the original service.

A return visit does not cover:

Areas outside the original scope of work
New dirt or damage occurring after the clean
Areas that were inaccessible during the original service
Pre-existing damage or deterioration
Cleaning requirements that were not disclosed before the service

Any re-clean request will be assessed by Platinum Bond Cleaning on a case-by-case basis.

8. Cancellations and Rescheduling

If you need to cancel or change your booking, please contact us as soon as possible.

We will make reasonable efforts to accommodate rescheduling requests, subject to availability.

Late cancellations or changes may result in a cancellation or rescheduling fee where applicable. Any applicable fee will be communicated to you.

9. Delays

We aim to arrive within the agreed booking timeframe. However, circumstances such as traffic, weather, previous jobs taking longer than expected, access issues, or other unforeseen events may cause delays.

We will make reasonable efforts to notify you if a significant delay occurs.

10. Damage and Existing Conditions

Customers should notify us of any existing damage, fragile items, or surfaces requiring special care before the cleaning begins.

We are not responsible for damage resulting from pre-existing conditions, defective materials, poor installation, normal wear and tear, or items that are inherently fragile or unsuitable for standard cleaning methods.

If you believe damage has occurred as a result of our services, please contact us promptly so the matter can be investigated.

11. Health and Safety

Platinum Bond Cleaning reserves the right to refuse or stop a cleaning service if our team reasonably believes the property presents an unsafe or hazardous working environment.

This may include:

Dangerous substances
Exposed electrical hazards
Severe pest infestations
Biohazards
Structural hazards
Aggressive animals
Unsafe access conditions
Other serious health or safety risks

Specialised cleaning requirements may require separate arrangements and additional charges.

12. Pets

Customers are responsible for ensuring pets are safely secured during the cleaning service where necessary.

Platinum Bond Cleaning is not responsible for pets that escape because doors, gates, or other access points are left open during the cleaning process.

13. Customer Complaints

If you have a concern about our service, please contact us as soon as reasonably possible.

We will review the matter and work with you to determine an appropriate resolution.

When making a complaint, customers should provide relevant booking information and details about the specific issue.

14. Limitation of Liability

To the extent permitted by Australian law, Platinum Bond Cleaning is not liable for indirect, incidental, or consequential loss arising from the provision of our services.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under Australian law.

Where liability cannot legally be excluded, our liability will be limited to the extent permitted by law.

15. Third-Party Services

Where a booking involves services provided by an independent contractor or third-party provider, additional terms may apply to those services.

We may provide relevant booking information to the third party where reasonably necessary to arrange and provide the requested service.

16. Photos and Property Information

Where reasonably necessary for quoting, documenting, or assessing a cleaning service, photographs or other information relating to the property may be collected with appropriate permission.

Any personal information collected will be handled in accordance with our Privacy Policy.

17. Changes to These Terms

Platinum Bond Cleaning may update these Terms from time to time to reflect changes to our services, business practices, or applicable legal requirements.

The latest version will be published on our website and will apply to bookings made after the updated Terms take effect.

18. Governing Law

These Terms are governed by the laws applicable in Queensland, Australia.

Any disputes will be dealt with in accordance with applicable Australian and Queensland laws.

19. Contact Us

If you have any questions about these Terms or our services, please get in touch with us. Our team is happy to assist with any questions or concerns regarding your booking.

Platinum Bond Cleaning
Phone: 0473 457 086
Email: info@platinumbondcleaning.com
Website: platinumbondcleaning.com