Cleaning Service Terms and Satisfaction Guarantee Policy
This document contains both our Cleaning Service Terms and Satisfaction Guarantee Policy.
*Satisfaction Guarantee*
At PF Cleaning, your satisfaction is our top priority. We are committed to delivering high-quality cleaning services, and we back this promise with our Satisfaction Guarantee.
Eligibility
Proof of work: In order to be eligible to the satisfaction guarantee, you agree that our cleaners take photos/videos before and after performing the service. If you did not allow it, then you are not covered by the Satisfaction Guarantee Policy.
Which services qualify: Our satisfaction guarantee applies to "Hours Required", "Full Clean" services, and flat rates. Unless otherwise stated. If you booked "Hours capped" or "Partial Clean", then it means you have decided the amount of hours yourself. As this renders us unable to provide a correct estimate and actually stay until we finish the job, you are not covered by our satisfaction guarantee.
*Cleaning Service Terms*
Expected Cleaning Results Policy
Please note that some areas may be classified as damaged rather than dirty, and therefore cannot be restored through cleaning alone. Certain stains, marks, or buildup — such as wall stains, hard water damage on sinks, taps, showerheads, or glass screens (notoriously glass cancer and hard water stains), mold marks, mold on silicone, mold under silicone, may require restoration services or renovation, not cleaning.
For example, wall stains often need painting, not scrubbing, and hard water deposits may have permanently etched the surface. These cases fall outside the scope of cleaning services and are not covered by our satisfaction guarantee, which applies strictly to areas that can reasonably be cleaned.
Re-clean Policy: If you are unsatisfied with any part of our cleaning service, please contact our support team within 24 hours of the service date and provide photos and videos of the issue. We will review your feedback and arrange a re-clean at no extra charge. It is mandatory to send us media showing clearly that certain areas were missed, as the criteria of good faith is applied to it.
Refund Policy: Refunds are considered only after a re-clean has been attempted and the issue remains unresolved. Refunds will be reviewed on a case-by-case basis and may be partial or full, depending on the circumstances.
Refunds initiated by PF Cleaning: PF Cleaning reserves the right to cancel a booking and issue a refund at our discretion in the following situations; Cleaner Unavailability: If unforeseen circumstances (such as illness, emergencies, car crash, equipment failure) prevent us from providing a cleaner for your booking, and we are unable to reschedule within a reasonable timeframe that you agree with, we will issue you a full refund.
What happens if the customer books the wrong service: If you book a general cleaning of your kitchen, but your kitchen requires a deep cleaning, we will text you asking permission to charge extra to clean your kitchen. If you do not respond in time, we will do what we can with the time we have. please keep in mind that we may not have all the tools and chemicals required in our car if you book the wrong service. You won't be able to claim the satisfaction guarantee for that cleaning if this happens.
Move-out Cleaning: For move-out cleanings, you must contact us within 7 days of service to request a review. If necessary, we will arrange a re-clean to be completed within the same period.
Steam Cleaning Services: Our guarantee does not extend to steam cleaning services unless exceptional circumstances apply. Permanent stains or damage cannot always be rectified with steam cleaning.
Cleaning Service Terms and Conditions
COVID-19 Safety Measures
We adhere strictly to government COVID-19 regulations. Our team will wear masks, gloves, and shoe covers upon request. We ask all clients to maintain social distancing and practice good hygiene.
Contact Information
Business Hours: Monday to Friday, 10:00 AM to 5:00 PM.
Phone: 0483 910 483
Exclusions
The following tasks are not included in our services:
-Moving heavy furniture
-Ceiling cleaning
-Hazardous waste removal (e.g., human/animal waste)
-Adhesive, paint, or concrete stain removal
-Outdoor cleaning, including gardens and driveways
-Inside and outside windows that require a ladder to reach
-Any other area that requires using a ladder to reach. We only clean within arms reach.
Property Access and Keys
Clients may provide keys at their own risk. We recommend using a lockbox or secure location for key handovers. If access is not available upon arrival, additional fees or cancellations may apply. Example: For flat rate bookings, we will charge $60 aud per hour for each worker after waiting for 5 minutes outside. So if two team members were left waiting outside for 35 minutes, you will be charged $60. (30 minutes times two workers).
Verbal Instructions
We’re happy for you to give the cleaner verbal instructions on the day of service. However, any changes to the agreed service — including adding or removing tasks, using different equipment, different chemicals, anything that changes the standard of service — must be confirmed via text message. Without written confirmation, the cleaner is not permitted to proceed with the changes. This policy ensures clarity and protects both parties from misunderstandings where it becomes one person's word against another's. If you decline to confirm your request via text, we will not proceed with the changes, as this would go against the principle of good faith and transparency. Verbal requests not confirmed via text will not be covered by our satisfaction guarantee.
Pets
Inform us if pets are on the premises. Pets should be secured in areas not requiring cleaning to ensure the safety of both our team and your pets. If the pet is not secured, the cleaner hasn't met the animal before with assistance of the responsible person or even if the pet was introduced to the cleaner before, but now it is barking or showing aggresive behaviour in any other way, someone needs to secure the pet on a separate area, otherwise the cleaning will be canceled and fees will apply. If the pet escapes or anything happens and the pet is able to cause personal or property damage to the cleaning team, the individual that placed the booking will be liable for that. Pet fur removal is not covered by the satisfaction guarantee
Parking
Clients must provide parking within 100 meters of the property. Parking fees incurred by our team will be added to your service bill. The cleaning team won't text you before parking, as they are unable to use their phone while driving. They will park and send you the bill. Lack of parking may result in cancellation and fees. If you book and the cleaners are unable to find a parking spot close to you, you agree to pay their parking ticket. You will receive a receipt either via email or on the "Job Media" folder.
Cancellations
Standard Cancellation: 50% fee for cancellations made 48h before the service arrival window start time. If the booking is 120 aud, you will pay 60 aud cancellation fee.
You may be charged 100% of the service value as a cancellation fee if: You cancelled the booking two hours before the booking start time for the arrival window, the cleaner is turned away by someone that has access to the property, or the access to the property was not granted (for example, there was no one home, keys were not there or any other reason)
COVID or health related Cancellations: Standard fees apply unless the slot can be filled.
Hazard, abuse and other non safe conditions: If the property has seringes, drugs, needles, pipes, blood (human or not), unidentifiable trash, human feces or human urine on inappropriate areas, pet waste on the floor, rodents or pests, or any other object or situation that the cleaner feels that puts them into a health risk, risk for their life or overall safety, you hereby allow them to take a picture, upload that to the job media, and this will be used as evidence to why the job was canceled. You will be charged 100% of the job value as a cancellation fee. The cleaner is instruced to leave your premises immediately, as our insurance doesn't cover working in such conditions. The same applies for situations involving verbal abuse, physical abuse, sexual abuse, bullying, racism, xenophobia, threatening behavior (for example, a person under influence of drugs or alcohol). If the cleaner experiences someone doing drugs or any other illegal activity in the premises, they are instructed to cancel the job and leave immediately, for legal reasons. The same applies if the house structure is severely damaged. (the house has a flooded room, or a room that shows signs of a recent fire, for example).
Safety and Weather Policy
To ensure our team’s safety during extreme heat (35°C or above), air conditioning must be provided. Bookings without prior arrangements for air conditioning may be canceled, with applicable fees. If the AC is not on, you hereby allow the cleaner to turn it on by themselves on arrival. If it is not available, not working, or they can't turn it on, they will text you. If the situation is not fixed, the job will be canceled with applicable fees.
Damages
Clients must report any damage caused during cleaning within 24 hours. Proof (photos) is required. Repairs or replacements will be arranged based on the value and proof of purchase.
Chargeback Policy
By booking our services, you agree not to initiate a chargeback or payment dispute without first contacting us to resolve any issues in good faith.
If a chargeback is initiated and ultimately resolved in our favour—regardless of whether you contacted us first—you agree to reimburse all fees we incur from the payment processor (e.g., Stripe), plus a $35 administration fee payable to PF Cleaning.
For example, if Stripe or the card issuer charges us $50 to process the dispute and all other fees, you agree to pay the $50 dispute fee (and any other fees associated with it) + $35 admin fee = $85 total.
By entering this agreement, you authorise PF Cleaning to charge the payment method we have on file for the applicable amount. This payment is due immediately upon the chargeback being resolved in our favour.
If payment is not received within 7 days of the chargeback being resolved in our favour, we reserve the right to refer the matter to a licensed debt collection agency or SACAT. Additional recovery costs and interest will apply as permitted by law.
If a chargeback or unpaid invoice results in legal action, you may be held responsible for any court filing and recovery fees incurred, including the SACAT application fee (currently $180), subject to the court’s discretion.
Non-Solicitation of Cleaners
When you book with our Agency, you are hiring a service, not just a cleaner. The relationship with the cleaner is managed entirely by the Agency.
To protect our business:
You agree not to solicit or hire our cleaners directly, outside of our platform, for any private work during your time as a customer and for a period of 12 months after your last booking with us. If you breach this agreement by working privately with a cleaner introduced to you through our Agency, you agree to pay a contractual compensation fee equal to:
One year of expected profit from your bookings (based on your average booking frequency and profit per clean), plus
the cost of acquiring a replacement customer, which is currently $210, but may vary based on market conditions.
Example:
If your booking generates $45 in profit per clean and occurs fortnightly, the loss over a year is $1,170 (45 × 26 weeks).
Add the $210 cost to acquire a new customer, and the total compensation fee is $1,380.