Terms & Conditions
Last Updated: 29/11/2025. These terms govern all cleaning services provided by Crisp Cleaning.
These Terms & Conditions ("Terms") govern all cleaning services ("Services") provided by Crisp Cleaning ("we", "us", "our") to the customer ("you", "your"). By booking a service with Crisp Cleaning, you agree to these Terms.
Scope of Services
Crisp Cleaning provides residential and commercial cleaning services including, but not limited to:
- General cleaning (dusting, vacuuming, mopping, wiping surfaces)
- Bathroom and kitchen cleaning
- End of Lease / Bond Clean (when disclosed at booking)
- Additional services where requested (oven cleaning, fridge cleaning, etc.)
Crisp Cleaning is responsible for delivering services with professionalism, punctuality, and care, in line with industry standards.
These Terms apply to all bookings made via our website, phone, or email.
Customer Responsibilities
To ensure a successful clean, customers must:
- Provide accurate property details during booking
- Notify us if an End of Lease Clean is required (additional fees apply)
- Provide safe and unrestricted access to the premises
- Secure pets where necessary
- Remove fragile or valuable items from cleaning areas
- Provide safe working conditions (no hazards, infestations, or unsafe environments)
Crisp Cleaning reserves the right to refuse or terminate a clean if the environment is unsafe or significantly different from the provided description. Additional fees may apply if the job requires more time, labour, or specialised effort due to inaccurate or incomplete information.
Code of Conduct
We maintain a strict zero-tolerance policy for inappropriate behaviour.
Cleaner and Customer Behaviour
Both parties must treat each other respectfully and professionally. Service may be terminated immediately if either party engages in:
- Abuse, harassment, or intimidation
- Discrimination or offensive behaviour
- Unsafe, threatening, or hostile conduct
If a service is terminated due to the customer’s behaviour, no refund will be provided. If terminated due to the cleaner’s behaviour, a pro-rata refund may be issued.
Complaints & Quality Assurance
We aim to deliver the highest cleaning standards. If you are unsatisfied:
- Complaints must be submitted within 32 hours of the clean
- Photo/video evidence must be included
- Send complaints to: crispcleaningmelbourne@outlook.com
All complaints are reviewed within 48 hours by our Resolution Specialists.
Refund or Compensation May Apply for:
- Incomplete or missed cleaning
- Substandard quality
- Damage caused by the cleaner
- Failure to attend a scheduled appointment
- Ignoring confirmed special requests
- Breach of Code of Conduct
- Health/safety risks caused by improper cleaning methods
Refunds are offered at our discretion. Our decision is final.
Cancellations & Refund Policy
Customer Cancellations
- >48 hours notice: 100% refund
- <48 hours notice: 50% refund
Our cleaners schedule their days around your booking - last-minute cancellations significantly impact their income.
Cleaner Cancellations
If a cleaner must cancel, we will:
- Attempt to reschedule promptly
- Offer a full refund if rescheduling is not possible
Regular Cleaning – Cleaner’s Pass
Our loyalty program offers discounted rates for recurring customers.
Terms
- If the Cleaner’s Pass is cancelled within the first 2 scheduled cleans, a fee equal to the discounted amount will be charged.
- Cancelling 2 consecutive recurring cleans results in a fee equivalent to the most recent discount received.
- Repeated cancellations or misuse may result in termination of membership and reset of loyalty rewards.
Misuse Includes:
- Booking cleans for properties other than your own
- Behaviour violations
- Repeated cancellations
- Attempting to exploit discounted rates intentionally
Loyalty Rewards System
Eligible customers may receive lifetime discounts based on Exhibit X criteria.
Crisp Cleaning reserves the right to remove loyalty rewards if Terms are breached.
Referral Program
Referring customers receive $10 credit for each successful referral, provided:
- The new customer uses the correct referral code at sign-up
- They complete and pay for at least one clean
Credits are issued as digital discount codes.
Payment Terms
- All services must be paid in full before the clean begins
- Payments are processed via Stripe
- If a payment fails, the booking will not proceed
Prices displayed on the website may vary depending on:
- Property size
- Cleaning condition
- Additional tasks or add-ons
- Specialised cleaning requirements
We reserve the right to adjust pricing if the actual condition differs significantly from the booking description.
Booking Conditions & Extra Work
Cleaners are only required to perform tasks included in the booking.
Requests made:
- Before 48 hours: Adjustments may be possible
- Within 48 hours: Changes are not guaranteed
- At the door: Cleaners may decline extra tasks, or additional charges may apply
Parking Requirements
Customers must ensure:
- Easily accessible parking
- Any required permits
- Coverage of metered parking costs
If the cleaner cannot park, the clean may be cancelled and 50% refunded, subject to review.
Damage, Loss, and Liability
Accidental Damage
If accidental damage is caused by a cleaner, Crisp Cleaning will cover repair or replacement of the affected item, excluding:
- Pre-existing damage
- Wear and tear
- Fragile items not safely stored away
- Items sensitive to moisture/chemicals where instructions were not provided
Theft
Where theft is alleged:
- The customer must file a police report
- Crisp Cleaning will cooperate fully
- Crisp Cleaning is not liable for personal disputes between customer and cleaner
Limit of Liability
Crisp Cleaning is not liable for:
- Indirect or consequential losses
- Emotional distress or dissatisfaction not related to service quality
- Damage resulting from customer-provided products or equipment
The customer agrees that further compensation beyond approved repair/replacement must be pursued directly with the cleaner if applicable.
Cleaning Methods & Material Sensitivity
We use industry-standard cleaning products and methods.
Customers must notify us of:
- Delicate materials
- High-value items
- Surfaces requiring special care
- Manufacturer-specific cleaning instructions
Crisp Cleaning is not responsible for damage where:
- Instructions were not provided
- The material is naturally sensitive (e.g., porous stone, untreated timber, oxidised metals)
- Damage occurred due to wear, age, or degradation
Access, Safety & Working Conditions
Cleaners must not be expected to:
- Move heavy furniture
- Clean areas that pose a safety risk
- Remove mould, infestations, biohazards, or bodily fluids (specialised services required)
- Work in extreme clutter or hoarding conditions unless pre-disclosed (additional fee applies)
Force Majeure
Crisp Cleaning is not liable for delays or cancellations caused by events outside our control, including:
- Extreme weather
- Natural disasters
- Illness
- Accidents
- Sudden loss of access
- Public emergencies
Termination of Service
Crisp Cleaning may terminate services at any time if:
- The customer breaches these Terms
- The environment is unsafe
- Payment fails or is disputed
- Misrepresentation of property conditions occurs
- Repeated cancellations or misconduct arise
Refunds for terminated services are at our discretion.
Governing Law
These Terms are governed by the laws of Victoria, Australia. Any disputes will be handled under this jurisdiction.
Amendments
Crisp Cleaning may update these Terms at any time. The most recent version will always be available on our website.