Terms & Conditions

Quotations

• All quotations are based on the information provided at the time of enquiry.

• Quotations include only the services specifically listed in the quotation or scope of works.

• Additional cleaning requests, changes to the scope of work, or unforeseen conditions may incur additional charges.

• Quotes are estimates only unless otherwise stated.

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Bookings & Service Duration

• Cleaning services are completed within the booked time allocation.

• Additional time may be required for heavily soiled properties, larger homes, or properties requiring extensive detail cleaning.

• Where additional time is approved by the customer, it will be charged at the applicable hourly rate.

• Hourly rates are charged per cleaner. For example, two cleaners working for one hour will be charged as two labour hours.

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Weekend & Public Holiday Surcharges

The following surcharges apply to all services:

• After-hours and Saturday: 25%

• Sunday: 45%

• Public Holidays: 75%

These surcharges apply unless otherwise agreed in writing.

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Customer Responsibilities

Customers are responsible for:

• Providing safe and reasonable access to the property.

• Ensuring electricity and running water are available during the service.

• Securing valuables, cash, jewellery, and sensitive documents before our arrival.

• Advising us of any hazards, fragile items, or special cleaning requirements before the service begins.

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Service Limitations

Professional cleaning significantly improves the appearance of a property but cannot restore surfaces beyond their original condition.

Cleaning cannot remove or repair:

• Permanent staining

• Wear and tear

• Paint damage

• Scratches

• Corrosion

• Discolouration

• Mould beneath grout or silicone

• Water damage

• Surface deterioration caused by age or normal use

• Pre-existing damage or defects

Final results will always depend on the condition, age, maintenance, and materials of the property.

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Satisfaction Guarantee

We take pride in delivering high-quality cleaning services.

If you are dissatisfied with any aspect of your service:

• You must notify us within 24 hours of service completion.

• Where possible, photographs should be provided to help us assess the concern.

• Filo Cleano must be given a reasonable opportunity to inspect and rectify the reported issue before any refund or credit is considered.

• Rectification services are limited to the original agreed scope of work.

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Refunds & Credits

Refunds, partial refunds, credits, or invoice adjustments are not automatically provided.

Any refund, credit, or adjustment will be assessed on a case-by-case basis and remains at the sole discretion of Filo Cleano Services.

Where a customer refuses a reasonable rectification visit, Filo Cleano reserves the right to decline any request for a refund, credit, or invoice adjustment.

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Photography

To protect both our customers and our business, our team may take before-and-after photographs during the service for quality assurance, documentation, insurance, training, and dispute resolution purposes.

By booking our services, you acknowledge and consent to this practice in accordance with our Privacy Policy.

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Health & Safety

For the safety of our staff, Filo Cleano reserves the right to refuse or suspend services where working conditions are considered unsafe, hazardous, or pose a risk to our employees.

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Limitation of Liability

While every reasonable care is taken during the delivery of our services, Filo Cleano Services Pty Ltd will not be liable for loss or damage resulting from pre-existing defects, normal wear and tear, deterioration of materials, or circumstances beyond our reasonable control.

Our liability is limited to the extent permitted under Australian Consumer Law.

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Changes to These Terms

Filo Cleano Services Pty Ltd may update these Terms & Conditions from time to time. The latest version published on our website will apply to all future bookings.