Terms & Conditions

Last updated 30 September 2026

1. About these terms

These terms apply to every cleaning service booked with Clean Protocol, based in Shellharbour NSW. By accepting a quote or booking a clean, you agree to these terms. If your written quote says something different, the quote applies.

2. Quotes and pricing

Prices shown on our website start from a base price and are a guide only. Your price is confirmed in a written quote before any work starts.

Quotes are based on the details you give us and the condition of the property. If we find something on the day that wasn't included, such as mould, heavy build up, rubbish removal or items left behind, we'll talk to you and agree any extra cost before we do that work. We never add charges without your approval.

Quotes are valid for 30 days. All prices are in Australian dollars.

3. Bookings and cancellations

Your booking is confirmed once you accept the quote and we confirm a date and time. End of lease cleans need a 10% deposit to secure the booking.

If you need to change or cancel, please give us at least 48 hours' notice.

End of lease deposits:

• Cancel or reschedule with 48 hours' notice or more and we'll refund your deposit in full, or move it to your new date if the vacate date changes.
• Cancel with less than 48 hours' notice, or if we can't get into the property on the day, and the deposit is kept to cover the lost booking.
• If we ever have to cancel, you get your deposit back in full.

For other cleans, cancellations with less than 24 hours' notice, or a clean we can't carry out because we can't get into the property, may attract a late cancellation fee. We'll tell you the amount when you book.

4. Access and the property

• Please make sure we can get in at the booked time, whether that's keys, a lockbox, or collecting keys from your agent.
• Power, hot water and working lights need to be on for us to clean properly.
• For end of lease and pre-sale cleans, the property should be empty of furniture, belongings and rubbish unless we've agreed otherwise.
• We aren't responsible for valuables or personal items left in the property.

5. Payment

Payment is due on completion of the clean, by bank transfer using the details on your invoice, unless your quote says otherwise.

End of lease cleans need a 10% deposit when you book. The deposit comes off your final invoice, so you only pay the balance on completion.

6. Our guarantee

If anything we cleaned isn't right, we come back and fix it, free of charge. To use the guarantee:

• Let us know within 72 hours of the clean, or within 72 hours of the final inspection for end of lease cleans, with the agent's report or photos where you have them.
• We'll return within 48 hours to fix the items listed, as long as we can get access to the property.
• The guarantee covers the areas and items included in your quote.

The guarantee doesn't cover damage or general wear and tear, marks that won't come off with normal cleaning, anything outside your quote, or areas that have been used or dirtied after our clean, for example by tradespeople, removalists or the tenant moving items back in.

Our guarantee is a free return clean, not a refund. For end of lease cleans it covers cleaning items only. We can't control bond deductions for other reasons, such as damage, repairs, unpaid rent or garden maintenance.

7. Stains, marks and wear

We use professional products and methods, but some stains, mould staining, scratches and wear can't be fully removed without damaging the surface. If we think something won't come out, we'll tell you. We photograph any existing damage before we start so there's a clear record.

8. Damage and insurance

Clean Protocol holds $10M public liability insurance. If you think something was damaged during our clean, please tell us within 48 hours with photos. We'll look into it and, where we're responsible, arrange a repair, replacement or insurance claim.

We aren't responsible for damage that was already there, general wear and tear, or faults in fittings and appliances that were already loose, worn or not working.

9. Photos

We take before and after photos for your photo report and our records. We may use some photos on our website or social media, but never with addresses, people or personal details. If you'd rather we didn't use photos of your property, just let us know.

10. Your privacy

When you send a quote request or message, we collect your name, phone number, email, suburb and property details. We use these only to quote, book and contact you about your clean. Your details are stored securely in the tools we use to run the business, such as our quoting and booking software, and are never sold or shared for marketing.

You can ask to see, correct or delete your details at any time by emailing alex@cleanprotocol.com.au.

11. Your consumer rights

Our services come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms limits your rights under that law.

12. Contact us