Bond Back Guarantee Terms of service

Terms and Conditions – Your Local Cleans

For the General Cleaning T&Cs, see here.

Website: yourlocalcleans.com

1. Acceptance of Terms

1.1. By booking, requesting, or using any services provided by Your Local Cleans (“We,” “Us,” or “Our”), you (“Customer,” “You,” or “Client”) agree to be bound by these Terms and Conditions.

1.2. We reserve the right to update or amend these Terms and Conditions at any time, and it is your responsibility to check our website for updates. Continued use of our services after any changes indicates your acceptance of the revised Terms and Conditions.

2. Definitions

• “Services”: Any bond cleaning or related services performed by Your Local Cleans.

• “Cleaner” or “Cleaners”: Any person or subcontractor authorised by Your Local Cleans to perform services.

• “Property”: The residence or premises where the services are to be performed.

• “Bond Cleaning Standards”: The level of cleanliness generally required by property managers or real estate agents to release a tenant’s security deposit, based on relevant tenancy laws or guidelines.

• “Heavily Soiled”: The existence of excessive grime, dust, dirt, mold, or stains beyond what would normally be expected in a typical lived-in residence.

• “Managing Agent”: A property manager, real estate agent, or individual authorized to inspect and manage the Property.

• “Bond Back Guarantee”: The warranty period and terms under which we will return to re-clean (if necessary) specific areas of the Property to meet Bond Cleaning Standards, as set out in Section 7 of these Terms and Conditions.

3. Scope of Services

3.1. Our bond cleaning service typically includes general cleaning tasks intended to meet Bond Cleaning Standards (e.g., wiping surfaces, vacuuming, mopping, bathroom and kitchen cleaning). Specific inclusions and exclusions will be communicated to you in a quote or agreed scope of work prior to commencement.

3.2. You acknowledge that certain items may require specialized services (e.g., pest control, high-level window cleaning, professional carpet shampooing) that are not included in a standard bond cleaning service unless explicitly stated in writing.

4. Quotes, Pricing & Payment

4.1. Quotes as Estimates

• All quotes are estimates based on average room sizes and normal levels of soiling. If we identify additional rooms, areas, or the presence of heavy soiling or specialized requirements, the quoted price may change.

• We will communicate any necessary quote variation before or during the service for your approval.

4.2. Payment Terms

• A deposit or pre-authorization may be required at the time of booking.

• Full payment (including any agreed variations) must be made prior to or on completion of the service, unless otherwise arranged in writing.

4.3. Additional Costs

• You agree to cover any parking fees or key pickup fees incurred by our cleaners if not disclosed prior to booking.

• If specialized equipment or products are required due to the condition of the Property, additional charges may apply.

5. Access to the Property

5.1. Customer’s Responsibility

• You must ensure we can access the Property at the scheduled date and time. This includes providing keys, codes, or any other necessary information.

• If we cannot access the Property as agreed, we reserve the right to charge a non-access fee or a cancellation fee (see Section 6).

5.2. Utilities

• You must ensure the Property has running water and electricity on the day of the scheduled service. If utilities are not available, we cannot guarantee the quality of the service or any bond back warranty.

5.3. Preparation of the Property

• Please remove all personal belongings and furniture before the clean begins, unless otherwise agreed. We are not responsible for damage to or cleaning behind heavy items that have not been moved in advance.

• All rubbish must be removed prior to the service. If you need rubbish disposal, additional fees may apply.

5.4. Photographic Evidence

• Our cleaners may take photos of the Property before, during, and after the service for quality control, proof of completion, or record-keeping.

6. Cancellations & Refunds

6.1. Customer-Initiated Cancellations

• If you cancel more than 5 days before the scheduled service date, you may be entitled to a refund less a small administrative fee.

• If you cancel within 2–5 days of the service date, a cancellation fee may apply.

• If you cancel within 24 hours of the scheduled service date, a higher cancellation fee will apply (e.g., a flat fee or a percentage of the quote).

• Any fees charged will be communicated clearly at the time of cancellation.

6.2. Provider-Initiated Cancellations

• We reserve the right to cancel or reschedule if the Property is deemed unsafe, if access is not provided, or if the condition of the Property significantly differs from the initial description.

• In such cases, we will make reasonable efforts to contact you to discuss alternative arrangements. Same-day cancellation policies may apply.

6.3. No Refunds After Service

• Once the service has been completed and we have left the Property, no refunds will be provided unless required by law. Instead, refer to Section 7 (Bond Back Guarantee) regarding re-cleans or warranty claims.

7. Bond Back Guarantee

7.1. 72-Hour Warranty Period

• We offer a 3-day (72-hour) Bond Back Guarantee from the time we commence cleaning. If your Property Manager or Managing Agent identifies any area within our agreed scope of work as unsatisfactory within this period, we will return and re-clean free of charge, subject to the conditions in this section.

7.2. Eligibility for Re-Clean

• You must notify us of any issues within the 72-hour window.

• To arrange a re-clean, you must provide a detailed report (ideally from the Managing Agent) including specific areas/items that need attention.

• If applicable, please also provide any relevant images or reference to the original condition report to support the claim.

• We require 24–48 hours from receiving the report to schedule the re-clean.

7.3. Scope of the Re-Clean

• The re-clean will only cover the items/services originally included in our bond cleaning quote and specifically listed as unsatisfactory in the Managing Agent’s report.

• Areas or tasks not included in the original scope (e.g., pest control, professional carpet shampooing) will not be covered by the Bond Back Guarantee.

7.4. Vacancy Requirement

• The Property must remain vacant after our initial service and throughout the warranty period. Any new soiling or damage (e.g., from additional contractors, pets, or personal use) will void the guarantee.

7.5. Extended Warranty After Re-Clean

• After we perform a re-clean, we provide a further 72-hour warranty for the re-cleaned areas under the same conditions. If we do not receive any further communication within 72 hours, the job is deemed complete.

7.6. Exclusions

• Naturally occurring events (e.g., dust settling, insects, weather damage) are not covered.

• “Acts of God” (storms, floods, fires) or any damage caused by third parties are excluded.

• Furnished or partially furnished properties typically fall outside the Bond Back Guarantee unless specifically agreed beforehand.

• We are not responsible for any item or surface that cannot be fully restored due to age, wear and tear, or permanent staining.

8. Claims & Damages

8.1. Wear and Tear

• Some items or surfaces may be old or fragile and could be prone to damage during normal cleaning. We are not responsible for “fair wear and tear,” pre-existing damage, or deterioration due to age.

8.2. Accidental Damage

• In the event of accidental damage to the Property caused by our cleaners, you must notify us within 24 hours of the service completion with supporting evidence (photos, descriptions). We will work with you and/or our insurance to resolve valid claims.

8.3. Third-Party Liability

• We are not liable for any costs incurred by third parties or for any losses such as lost rent, lost bond money (beyond our re-clean obligation), or additional contractor fees if we are not afforded the opportunity to remedy any issues first.

9. Complaints Procedure

9.1. How to Complain

• All complaints must be made in writing, ideally by emailing us at info@yourlocalcleans.com (or another designated email address).

• Include your name, contact information, property address, date of service, and a detailed description of the complaint (with photographs if relevant).

9.2. Resolution Timeline

• We aim to respond to all written complaints within 2 business days.

• If a resolution or mutually agreed action plan cannot be achieved, both parties reserve the right to seek advice or resolution through relevant consumer protection agencies or legal means.

10. General Provisions

10.1. No Waiver

• Failure by us to enforce any provision of these Terms and Conditions does not constitute a waiver of that provision or any other provision.

10.2. Severability

• If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining sections remain in full force and effect.

10.3. Governing Law

• These Terms and Conditions are governed by and construed in accordance with the laws of the jurisdiction where the Property is located or where Your Local Cleans primarily operates.

10.4. Entire Agreement

• These Terms and Conditions, along with any written quotes or service agreements, constitute the entire agreement between the parties and supersede any prior communications or understandings.