Last updated: 27 August 2025

Welcome to Infinity Cleaning (“we”, “our”, “us”). By booking our cleaning services through our website, phone, or any other means, you (“the customer”, “you”) agree to the following Terms & Conditions. Please read them carefully before making a booking.

Your access to and use of the website and our services is conditioned upon your acceptance of and compliance with these terms. By accessing or using the website and/or our services, you agree to be bound by these terms. If you disagree with any part of the terms, then you do not have permission to access the website or use our services.

1. Services

• We provide residential and commercial cleaning services as described on our website.
• Services will be carried out by our trained and insured cleaners.
• We reserve the right to refuse service if a property is unsafe or unhygienic beyond reasonable cleaning conditions.

2. Bookings & Access

• Bookings can be made online, by phone, or via email.
• You are responsible for providing accurate booking details.
• You must ensure our cleaners have safe and reasonable access to your property at the agreed time (e.g., keys, codes, parking).
• If you have choosen reccuring weekly or biweekly, you will be entitled for 10% discount from you second booking.
• Rescheduling cleans: You can reschedule 24 hours before the clean at no charge. If you make cancellation within 24 hours of your clean, you will be charged cancellation fee of $65, part of which may be allocated to the team member loss of work.

3. Pricing & Payment

• All prices are in Australian dollars (AUD) and include GST unless otherwise stated.
• Prices are based on the information you provide (e.g., number of rooms, size of property). If the property condition requires extra time, we may adjust the price accordingly.
• Payment is required at the time of booking or on the day of service unless agreed otherwise.
• We accept [e.g., Visa, Mastercard, PayPal, Stripe, bank transfer].

4. Cancellations & Rescheduling

• Cancellations or rescheduling must be made at least 24 hours before your booking.
• Late cancellations (less than 24 hours’ notice) may incur a cancellation fee of up to 50% of the booking cost.
• If our cleaners are unable to access your property at the scheduled time, the booking may be treated as a late cancellation.

5. Satisfaction Guarantee

Process:

• We aim to provide high-quality cleaning every time.
• If you are not satisfied, please contact us within 24 hours and we will return to re-clean the specific areas free of charge with details of your concerns and/ or issues. Photos of concerned areas ma be required prior to any revisit.
• Re-cleans must be scheduled within 7 business days of the original service.
• Our guarantee does not cover situations where the property is excessively dirty, has permanent damage, or requires specialised cleaning outside our standard services.
• If issues remain after a re-clean, we will review your concerns and may offer a fair credit.

Limitations:

• Does not apply to jobs booked under the wrong category (e.g., deep clean booked as end-of-lease).
• Does not cover issues outside our control (no water/electricity, limited access, unsafe conditions).
• Does not entitle customers to free services beyond the 7-day period or monetary compensation instead of a re-clean.

6. Liability

• While we take great care during our services, we are not liable for:
  • Pre-existing damage, wear and tear, or deterioration of property.
  • Items that are not securely fixed (e.g., loose shelves, fragile fittings).
  • Indirect or consequential loss.
• Our cleaners are covered by public liability insurance.

7. Health & Safety

• For the safety of our staff, we do not clean areas affected by hazardous substances (e.g., mould, biohazards, pest infestations).
• We may refuse service if conditions are unsafe for our cleaners.
• Pets: Please secure pets (other than service animal) to avoid incidents. We do not clean litter trays, pet waste, or related areas.
• Smoking: Please refrain from indoor smoking during service and ventilate the space (open window or door) at least 1 hour beforehand.

8. Public Holidays & Unforeseen Circumstances

• No services are provided on public holidays unless previously arranged.
• Services may be rescheduled due to severe weather, accidents, or other uncontrollable events, with no liability for outcomes.

9. Right to Refuse or Cancel Service

We may refuse or cancel a service if:

• Our staff feels unsafe
• The job cannot be completed within the allotted time
• The property or job description is substantially different from what was communicated

8. Bookings, Pricing & Arrival

• Appointments are scheduled in the order received.
• Flat-rate pricing is based on the information you provide; if there’s more work involved, we may adjust the price sensibly.
• Arrival windows are given (e.g., 8–9 am); we’ll notify if running late.

9. Access, Keys & Parking

• If you’re not home, please provide entry instructions or alarm codes. Lockouts may result in cancellation fees.
• Ensure uninterrupted access (water, electricity, no interference from others).
• A $50 fee may apply if cleaners are prevented from completing work due to interruptions.
• We prefer not to hold keys; using a lockbox is recommended.
• If paid parking is necessary, we’ll request your approval and add the cost to your invoice.

10. Payments & Late Fees

• We accept major credit cards (Visa, Mastercard, Amex).
• Funds may be held on the day of service and charged upon completion.
• Payment may be required before or immediately after service; late payments incur $25 fees.
• Account customers must be pre-approved. Late payments: $50 monthly admin fee; then 10% p.a. per 3 days overdue. Collection, legal, and tribunal costs will be passed on.
• Invoices unpaid after 7 days incur $10/day late fees; collection costs and 13% p.a. interest may apply.

11. Cancellations & Rescheduling

• Minimum 24 hours’ notice required.
• Late cancellations: up to half price if same day; missed services without notice also incur full charge.
• Repeated cancellations may result in service cancellation by us.
• Threats of legal action over fair fees may be treated as libel or blackmail.

12. Reviews & Feedback

• Please allow us 7 days to address any issues before posting negative public reviews (e.g., Google, Facebook).

13. Safety Limits

• Staff will not move heavy items, clean high-reaching areas (above a 2-step ladder), or areas with biohazards unless agreed.
• Specialist cleaning requests should be discussed prior to booking.

14. Damage & Loss

• Report any damage or missing items within 48 hours, with photos/estimates. We’ll repair or replace when reasonable.
• Not liable for pre-existing wear and tear, improper assembly, or faulty installation.
• We’re not accountable if instructed to act against our Terms & Conditions.

15. Referrals

To protect our team and the relationships we’ve built with them, we ask that you don’t engage any of our cleaners directly, outside of Infinity Cleaning Co, during or within 6 months of using our services. If this happens, a referral fee of $750 applies, reflecting the cost of recruiting and training a replacement.

16. Extreme Conditions

• In cases of hoarding or unsafe conditions, staff may refuse service and a $100 booking fee may apply if the issue was misrepresented.
• Services may be cancelled/rescheduled if pets pose a threat. Full charges may still apply.

17. Public Holidays & Operating Hours

• Office hours: Mon–Fri 7 am–6 pm, weekends by appointment. Closed on major public holidays (e.g., New Year’s Day, Christmas, etc.).
• If your scheduled service falls on a holiday, we’ll contact you to reschedule; availability not guaranteed.

18. Weather & Unpredictable Events

Services may be postponed or cancelled in the event of severe weather, accidents, or emergencies beyond our control. We are not liable for results under those circumstances.

19. Website Use

By using our website:

• You agree to comply with applicable laws and not misuse content.
• Materials are licensed—not transferred—and may be withdrawn at any time.
• We disclaim warranties and liability for website accuracy, and reserve the right to update content without notice.
• Links to third-party sites are not endorsements, and use is at your own risk.
• These terms are governed by QLD law (or your relevant jurisdiction).

20. Governing Law

These Terms are governed by the laws of Queensland, Australia (or your applicable state). Any disputes fall under the jurisdiction of that jurisdiction’s courts.

21. Privacy

We respect your privacy and handle personal information in accordance with our Privacy Policy, available on our website.

22. Changes to Terms

We may update these Terms & Conditions from time to time. The latest version will always be available on our website.

23. Contact Us

If you have any questions about these Terms & Conditions, please contact us:

Infinity Cleaning
Email: hello@infinitycleaning.com
Phone: 04 7888 5210
Address: Arundel, Queensland 4214