Terms & Conditions

These Terms & Conditions apply to all cleaning services provided by No Stain Clean Co (“Service Provider”) within New South Wales, Australia, including but not limited to:

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• Steam cleaning (carpet, rug, upholstery)

• End of lease cleaning

• General (maintenance) cleaning

• Commercial and strata cleaning

• Post-construction and renovation cleaning

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Acceptance of a quote, booking confirmation, electronic approval, payment of deposit, or allowing work to commence constitutes full acceptance of these Terms & Conditions.

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1. Definitions

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• Service Provider: No Stain Clean Co

• Client: Any individual, tenant, landlord, business, builder, strata body, owners corporation, property manager, or authorised agent engaging the Service Provider

• Services: Cleaning services as outlined in the accepted quote or agreement

• Site: The premises where services are to be carried out

• Trades / Third Parties: Builders, subcontractors, contractors, occupants, or any other persons attending the site

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2. Quotes, Validity & Acceptance

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2.1 Quotes are based on information provided at the time of booking and are valid for:

• Residential services: fourteen (14) days

• Commercial, strata, and post-construction services: thirty (30) days, subject to no material changes in scope, access, or site conditions

2.2 Acceptance may occur by written confirmation, electronic approval, verbal site approval, purchase order, or by allowing services to commence.
2.3 These Terms & Conditions prevail over any client terms unless expressly agreed in writing.

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3. Deposits & Booking Confirmation

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3.1 A non-refundable deposit of ten percent (10%) may be required to secure a booking.
3.2 Services are not confirmed until cleared funds are received.
3.3 Deposits may be applied toward the final invoice or any applicable cancellation, access, or rescheduling fees.

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4. Pricing, Scope & Variations

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4.1 Pricing is primarily scope-based, not time-based, unless expressly stated otherwise in the accepted quote, job description, or service agreement.
4.2 Services are limited strictly to the areas and tasks listed in the accepted quote.
4.3 Any area, condition, contamination, or requirement not disclosed prior to service is excluded.
4.4 Variations may result in additional charges and may require approval from an authorised representative.
4.5 Verbal or on-site approval is sufficient to authorise variations.

4.6 Pricing Method

4.6 Pricing may be calculated based on the nature of the service and may be quoted:

• as a fixed price,

• per area or item, or

• on an hourly rate basis,
  as specified in the accepted quote, job description, or service agreement.

4.7 Hourly Rate Services

4.7 Where services are charged on an hourly rate:

• the quoted price represents an estimate only, unless expressly stated otherwise;

• the final charge will be based on the actual time spent providing the services;

• minimum service times may apply; and

• factors such as site condition, access, level of soiling, and interruptions may affect total time required.

4.8 The Client acknowledges that hourly services are not capped unless expressly agreed in writing and that additional time required to complete the agreed scope will be chargeable.

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5. Payment Terms

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Residential & End of Lease Services (Direct Clients)

5.1 Full payment is due immediately upon completion of the services, on the day of service, unless otherwise agreed in writing prior to commencement.

5.2 Payment must be made before the Service Provider leaves the premises. Failure to make payment may result in services being suspended, withheld, or not released.

5.3 Where a deposit has been paid, the deposit will be applied toward the final invoice balance.

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Commercial, Strata & Post-Construction Services (Direct Clients)

5.4 For commercial, strata, and post-construction services, invoices are payable within seven (7) to fourteen (14) days, as agreed in writing prior to service commencement.

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Subcontracted / Trade Services (Engaged by Other Cleaning Businesses)

5.5 Where the Service Provider is engaged by another cleaning business, contractor, or service provider to perform services for their client, the engaging business is deemed to be the Client for the purposes of these Terms & Conditions.

5.6 Invoices for subcontracted or trade services are payable within seven (7) to fourteen (14) days, as agreed in writing, consistent with commercial payment terms.

5.7 Payment responsibility rests solely with the engaging cleaning business. Payment is not contingent upon, conditional upon, or affected by whether the engaging business has been paid by their client.

5.8 Delays, disputes, non-payment, or claims between the engaging cleaning business and their client do not affect the engaging business’s obligation to pay the Service Provider in accordance with the agreed payment terms.

5.9 The Service Provider is not responsible for resolving disputes between the engaging cleaning business and their client and will not accept liability, deductions, chargebacks, or withheld payments arising from such disputes.

5.10 Payment terms, rates, and any referral discounts or commercial arrangements applicable to subcontracted or trade services are governed solely by the agreement between the Service Provider and the engaging cleaning business and do not create any contractual relationship between the Service Provider and the end customer.

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Late Payment & Recovery (All Services)

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5.11 Late or overdue payments for any services, including residential, commercial, strata, post-construction, and subcontracted or trade services, may result in the suspension of current or future services until accounts are brought up to date.

5.12 The Service Provider reserves the right to take recovery action for overdue accounts.

5.13 All costs associated with debt recovery, including but not limited to administrative fees, legal fees, collection agency fees, and court or tribunal costs, are payable by the Client to the extent permitted by law.

5.14 The Service Provider may withhold service reports, completion confirmations, certificates, photographs, or documentation until full payment has been received.

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General

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5.15 The Service Provider reserves the right to withhold service reports, completion confirmations, or documentation until full payment has been received.

5.16 Payment methods accepted are as listed on the invoice or otherwise agreed in writing.

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6. Steam Cleaning (Carpet, Rug & Upholstery)

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6.1 Steam cleaning services are provided based on the information supplied by the Client at the time of booking. Pricing and scope are calculated according to the areas, items, and conditions disclosed prior to service.

6.2 For pricing purposes, any living area exceeding four (4) square metres may be classified as a combined living and dining area.

6.3 A stair access fee may apply where a staircase exceeds four (4) steps, reflecting additional labour and equipment handling requirements.

6.4 Additional charges may apply where the actual scope of work differs from the information provided by the Client, including but not limited to undisclosed areas, increased soiling, access constraints, or contamination not identified at the time of quoting.

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Pets, Animal Odours & Disclosure Requirements (Steam Cleaning Only)

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6.5 The Client must disclose prior to service whether carpets, rugs, or upholstered items have been currently or previously exposed to pets or furry animals, including but not limited to dogs and cats.

6.6 Pet hair, dander, urine, oils, and odours require specialised products, treatments, and processes that differ from standard steam cleaning and must be allowed for during quoting and scheduling.

6.7 The Client acknowledges that many pet-related stains or “accidents” may be permanent, particularly where contamination has penetrated carpet fibres, underlay, backing, or subfloor materials. No guarantee is provided for complete stain removal.

6.8 Even where appropriate pet-specific treatments are applied, residual odours may still be noticeable during the cleaning process or after drying. In some cases, odours may take one (1) to two (2) days to fully dissipate following treatment.

6.9 Accurate disclosure of pet exposure is essential to enable correct treatment selection and pricing. Disclosure does not constitute a guarantee that all pet-related stains or odours will be fully removed.

6.10 Where pet-related contamination is not disclosed or materially understated prior to service, and specialised treatment has not been scheduled, the Service Provider is not responsible for residual staining or odours identified during or after service.

6.11 In such cases, the Service Provider may charge additional fees for specialised treatment, deodorisation, or return visits required to achieve the best possible result. Any additional charges will be quoted and approved prior to proceeding, where practicable.​

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7. End of Lease Cleaning

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7.1 End of lease cleaning is provided to meet reasonable bond cleaning standards, not perfection.
7.2 Services are based on the agreed scope only.
7.3 Heavy grease, mould, damage, or excessive build-up may require additional services
7.4 The property must be vacant at the time of service.
7.5 Heavy, fixed, or fragile furniture will not be moved.​

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8. General (Maintenance) Cleaning

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8.1 General cleaning is a maintenance service, not a deep or restorative clean.
8.2 Results depend on frequency, surface condition, and site usage.
8.3 Accumulated build-up may not be fully removable in one visit.
8.4 Cleaning outcomes improve cumulatively with regular service.​

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9. Post-Construction Cleaning

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9.1 Post-construction cleaning removes construction dust and light residues only.
9.2 It is not defecting rectifica tion, restoration, or warranty work.

Cleaning Stages

9.3 Cleaning stages (builder’s clean, detailed clean, final/presentation clean) are separate unless expressly stated.
9.4 Completion of one stage does not imply inclusion of another.

Site Readiness

9.5 The Client warrants that all trades have completed works and all surfaces are cured prior to service.
9.6 Delays, standby time, or re-contamination caused by incomplete works may be charged.

Re-Contamination

9.7 Any mess caused by trades or third parties after cleaning is completed is not the responsibility of the Service Provider.
9.8 Any return visit required due to re-contamination will be treated as a new service and charged accordingly.​

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10. Pre-Existing Conditions & Surface Risk

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10.1 Surfaces may exhibit pre-existing wear, damage, scratches, or defects.
10.2 Cleaning may reveal but does not cause such conditions.
10.3 The Service Provider is not responsible for pre-existing defects or trade-caused damage.

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11. Inspection, Acceptance & Concerns

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11.1 Clients may inspect services at completion.
11.2 A forty-eight (48) hour inspection window applies for written concerns.
11.3 Concerns raised after site use, trade re-entry, or expiry of the inspection window are excluded.
11.4 Failure to raise concerns constitutes acceptance of the services.

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12. Access, Parking & Site Conditions

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12.1 The Client must ensure safe, clear, and unrestricted access.
12.2 Suitable and legal parking must be available for service vehicles.
12.3 Paid parking fees or fines incurred while servicing the site are chargeable to the Client.
12.4 Failure of access may result in charges of up to fifty percent (50%) of the quoted value. 

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13. Cancellations & Rescheduling

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13.1 Cancellations within twenty-four (24) hours may incur a fee of up to twenty-five percent (25%).
13.2 Where access is not provided or suitable working conditions are not available at the scheduled service time, the Service Provider may charge a failure-of-access fee of up to fifty percent (50%) of the quoted service value to recover costs incurred.
13.3 Where a service is rescheduled as a result of a failure of access under clause 13.2, no additional rescheduling fee will apply in respect of the same booking.

13.4 Where a Client requests a reschedule without a failure of access having occurred, a rescheduling fee may apply depending on notice provided and costs incurred.

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14. Evidence & Records

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14.1 Photographic or video records may be taken before, during, and after service for quality control and dispute resolution.
14.2 Such records may be relied upon as evidence.

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15. Governing Law

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15.1 These Terms & Conditions are governed by the laws of New South Wales, Australia.
15.2 Disputes fall under the jurisdiction of NCAT (Consumer & Commercial Division) or NSW courts.

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16. Accidental Damage & Property Protection

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16.1 The Service Provider takes reasonable care when providing services. However, cleaning services involve interaction with fixtures, fittings, surfaces, and contents that may already be worn, fragile, improperly installed, or damaged.

16.2 The Service Provider is not responsible for damage resulting from:

• pre-existing defects, wear, or deterioration

• poor installation, faulty materials, or manufacturer defects

• age-related weakening of surfaces or fixtures

• items not designed to be cleaned or exposed to moisture

• normal and inherent risks associated with cleaning processes where the Client has requested the service

16.3 The Client is responsible for removing or securing fragile, valuable, or irreplaceable items prior to service. The Service Provider does not accept responsibility for such items if left within the service area.

16.4 Any alleged damage must be reported in writing within forty-eight (48) hours of service completion and, where possible, supported by photographic evidence.

16.5 Where damage is proven to have been caused by the Service Provider’s negligence, the Service Provider will, at its discretion:

• arrange repair; or

• arrange replacement; or

• refer the matter to the Service Provider’s insurer for assessment

16.6 The Service Provider is not liable for consequential or indirect losses, including loss of use, loss of rent, accommodation costs, or delays associated with repair or replacement, except where required by law.

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17. Legal Disclaimer & Limitation of Liability

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17.1 The Service Provider does not guarantee the complete removal of stains, odours, marks, contaminants, or residues. Results depend on factors including surface condition, material type, age, prior treatment, and site conditions beyond the Service Provider’s control.

17.2 Cleaning services may improve appearance and hygiene but do not restore surfaces or materials to a “like new” condition.

17.3 Nothing in these Terms & Conditions is intended to exclude, restrict, or modify any rights or remedies available under the Australian Consumer Law (ACL) or other applicable legislation.

17.4 To the extent permitted by law, the Service Provider’s liability for any claim arising from the provision of services is limited, at the Service Provider’s discretion, to:

• the re-supply of the services; or

• the cost of having the services re-supplied.