1About These Terms
These Terms and Conditions apply to cleaning services supplied by DMKB Cleaning Services (“DMKB Cleaning”, “we”, “us” or “our”) to residential and commercial clients in Melbourne, Victoria, Australia.
By accepting a quote, confirming a booking or otherwise agreeing to engage our services, you (“the client” or “you”) agree to the applicable terms set out below.
The specific services, price, frequency, appointment details and any special conditions will be confirmed in your quote, booking confirmation or other written agreement.
If a written quote or separate agreement contains a specific term that differs from these Terms and Conditions, the specific agreed term will apply to the extent of the inconsistency.
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
2Our Cleaning Services
DMKB Cleaning Services provides residential and commercial cleaning services, which may include:
- Regular residential maintenance cleaning.
- Commercial and small-business cleaning.
- Initial or comprehensive cleans.
- Deep and detailed cleaning.
- Carpet steam cleaning.
- Interior and exterior window cleaning, where quoted.
- Other cleaning services specifically agreed in writing.
The exact services included in each booking are determined by the accepted quote and agreed scope of work.
We focus on delivering a professional, reliable and detail-focused service. However, different properties require different levels of time, effort and specialist treatment, so the scope of each service must be established before work begins.
3Initial Cleaning Assessment
Before commencing regular maintenance cleaning, DMKB Cleaning may require a comprehensive initial clean or an on-site assessment.
This helps us understand the property’s condition, identify areas requiring additional attention, determine a realistic scope of work and establish an appropriate maintenance schedule.
A property requiring substantial catch-up cleaning, heavy buildup or detailed restoration may need a separate deep-cleaning quote before regular maintenance can begin.
We do not offer monthly maintenance cleaning as a standard service. Service frequency and suitability will be discussed and confirmed before accepting a booking.
We reserve the right to decline a booking where the property’s condition, requested scope, access arrangements or safety requirements cannot reasonably be accommodated.
4Quotes and Scope of Work
Where an assessment is required, the quote will be based on the information available at the time, including the property’s condition, size, requested tasks and access requirements.
Unless otherwise stated in writing:
- Quotes are valid for 14 days from the date of issue.
- A quote covers only the tasks expressly included in it.
- Tasks not listed in the quote are not automatically included.
- Any material change to the property condition, scope of work, access arrangements or requested services may require a revised quote.
Additional work will be discussed and agreed with you before it is undertaken, except where immediate action is reasonably necessary to address a safety risk or prevent damage.
If the scope changes, we will explain the proposed adjustment to the price or timing before proceeding.
5Pricing, GST and Payment
The price for each service will be stated in the accepted quote or booking confirmation.
Unless expressly stated otherwise, prices are quoted exclusive of Goods and Services Tax (GST), and GST will be added where applicable. The final amount payable will be shown on your quote or invoice.
Payment is due upon completion of the service unless another payment arrangement has been agreed in writing.
For ongoing clients, the agreed booking or invoicing arrangement will apply. Any deposit, advance payment, recurring payment arrangement or other special payment condition must be disclosed and agreed before it applies.
Clients are responsible for paying invoices by the stated due date. If you believe an invoice contains an error, please contact us promptly so we can review it.
Any lawful recovery of overdue amounts, interest or collection costs must comply with applicable law and any applicable contractual requirements. We will not impose undisclosed charges retrospectively.
6Price Changes
Our pricing may change over time to reflect changes in service requirements and the costs of operating the business, including cleaning supplies, equipment, transport, insurance, compliance and other business expenses.
Where we propose to change the price of an ongoing service, we will communicate the revised price and its intended commencement date before the change takes effect.
You may decide whether to continue with the service at the revised price. A price change will not retrospectively alter a service already completed or a price already agreed for a fixed-scope job, unless you separately agree to the change or the existing agreement lawfully provides otherwise.
7Booking and Scheduling
Bookings are subject to availability and are confirmed when we accept the booking and communicate the relevant appointment details.
We will make reasonable efforts to attend at the agreed time. Arrival times may be affected by traffic, weather, an earlier job running over time or other circumstances outside our reasonable control.
If we need to change or reschedule an appointment, we will notify you as soon as reasonably practicable and arrange an alternative time where possible.
For recurring services, the agreed schedule will continue until changed or cancelled in accordance with these terms or another written agreement.
8Client Cancellations and Rescheduling
If you need to cancel or reschedule an appointment, please provide as much notice as reasonably possible.
Where a specific cancellation notice period or fee applies, it must be communicated to you and agreed before the booking is confirmed.
Any cancellation charge must be reasonable, properly disclosed and permitted by law. We will not charge an undisclosed cancellation fee.
If you need to cancel because of an emergency or circumstances beyond your control, please contact us so that we can discuss the situation.
Your rights under the Australian Consumer Law remain unaffected.
9Access to the Property
You are responsible for arranging safe and lawful access to the property at the agreed appointment time.
Before the appointment, please ensure that:
- Keys, access codes or lockbox instructions are correct, where applicable.
- Parking or entry arrangements have been communicated.
- Any building access, security or sign-in requirements have been explained.
- Pets and other potential access or safety issues have been appropriately managed.
If we cannot access the property because the arrangements provided are incorrect, access is unavailable or the property is not ready for the agreed work, we will contact you to discuss the available options.
Any additional visit, waiting time or other charge must be reasonably justified and communicated before it is incurred, where practicable. We will not apply an automatic or undisclosed charge.
10Preparing Your Property
To help us deliver the agreed service efficiently, please arrange for:
- Reasonable access to the areas included in the quote.
- Personal belongings, valuables and fragile items to be safely stored where practicable.
- Benches, floors and work areas to be reasonably accessible.
- Pets to be secured where necessary.
- Any special surface-care instructions, existing damage or known hazards to be disclosed before work begins.
Cleaning time may be affected by excessive clutter, heavy buildup, inaccessible areas or conditions that differ materially from those described when the quote was prepared.
If these conditions materially affect the agreed work, we will discuss a revised scope, price or appointment arrangement with you before undertaking additional work.
11Work Not Included Unless Specifically Quoted
To avoid misunderstandings, the following are excluded unless expressly included in your accepted quote:
- Cleaning inside ovens, rangehoods or other appliances.
- Cleaning inside cupboards, drawers or wardrobes.
- Wall washing, ceiling cleaning or extensive mark removal.
- Moving heavy furniture, appliances or personal belongings.
- Carpet stain removal beyond the specific treatment agreed.
- Specialist mould remediation, biohazard cleaning or hazardous-material removal.
- Cleaning at unsafe heights or in areas requiring specialist access equipment.
- External windows that are unsafe or inaccessible using the agreed equipment and methods.
- Removal of rubbish, bulky items or hazardous waste.
The list above is not exhaustive. Please check the written quote carefully to confirm what is and is not included.
12Deep Cleaning and Large Projects
Deep cleaning and substantial property cleaning are assessed individually because the condition of a property can significantly affect the time and work required.
An estimate may be based on the anticipated number of cleaners, working hours, tasks and access arrangements. Unless a fixed price is expressly agreed, an estimate is not a guarantee that every requested task can be completed within the estimated time.
If the work cannot reasonably be completed within the agreed scope or estimated time, we will explain what remains outstanding and discuss the available options, including additional time, a revised quote or a return visit.
Additional work or charges must be agreed before proceeding.
13Windows, Carpets and Specialist Treatments
Window cleaning: The quote will specify which windows and surfaces are included. Only windows that can be accessed safely using the agreed methods will be cleaned. Unsafe high-access work requires separate assessment and agreement.
Carpet steam cleaning: The quoted service covers the agreed carpet-cleaning process. The outcome depends on carpet material, age, wear, previous treatments and the type and age of staining.
Stain and odour treatment: We cannot guarantee complete removal of every stain, odour, discolouration or mark. Some substances permanently alter fibres or surfaces, and aggressive treatment may create a risk of damage. We will discuss material risks where reasonably identifiable before proceeding.
We will use reasonable care and skill and follow appropriate methods for the agreed service.
14Existing Damage and Delicate Surfaces
Please tell us about existing damage, loose fittings, unstable items, delicate finishes, damaged seals, faulty appliances or surfaces that require special treatment.
Some materials may react unpredictably to moisture, cleaning products or mechanical action, particularly where the material is aged, damaged, unsealed or has been treated previously.
We will take reasonable care when cleaning and will not knowingly use an unsuitable method where the risk is identified.
If we identify a material risk that cannot reasonably be managed, we may pause the affected task and discuss an alternative method or revised scope with you.
Nothing in this clause removes our responsibility for damage caused by our failure to exercise reasonable care and skill.
15Health, Safety and Unsafe Conditions
We may decline, pause or modify work where conditions present a genuine safety risk, including exposed electrical hazards, unsafe access, aggressive animals, hazardous substances, severe contamination or other dangerous conditions.
Where reasonably practicable, we will explain the concern and discuss whether the work can proceed safely after appropriate changes have been made.
Any additional specialist service or equipment will be subject to a separate quote and your agreement.
16Client Concerns and Service Issues
If you are concerned about an aspect of a completed service, please contact DMKB Cleaning as soon as reasonably practicable and describe the issue, including the relevant area and appointment date.
Where useful, photographs may help us understand the concern.
We will review the matter and discuss an appropriate response. Where a minor issue can reasonably be corrected, we ask that you give us a reasonable opportunity to inspect it and arrange any appropriate remedial work.
Any remedy will depend on the circumstances, the agreed scope, the work performed and your rights under the Australian Consumer Law.
Nothing in these terms prevents you from exercising a legal right to a refund, compensation or another remedy where applicable.
17Photos and Documentation
We may take photographs of specific areas of a property where reasonably necessary to assess its condition, prepare a quote, document the agreed scope or record a service concern.
We will handle identifiable property images in accordance with our Privacy Policy.
We will not use photographs that identify your private home, belongings or workplace for marketing or promotional purposes without appropriate permission, unless another lawful basis applies.
18Keys, Codes and Property Security
Where we hold keys or access devices, we will take reasonable care to safeguard them and use them only for authorised purposes.
Please notify us promptly if you change or revoke an access arrangement.
You should not provide access credentials for systems unrelated to the cleaning service. We recommend that access codes be changed where appropriate after an access arrangement ends.
19Property Items and Valuables
Please secure cash, jewellery, confidential documents, medications and other valuables before the appointment.
We will exercise reasonable care while carrying out the agreed work. This clause does not exclude responsibility for loss or damage where we are legally responsible.
If you discover damage or missing property that you believe is connected with a cleaning visit, please notify us promptly with relevant details so that the circumstances can be investigated.
20Subcontractors and Service Delivery
Where we arrange for another suitably engaged person or service provider to assist with a booking, we will remain responsible for the obligations that the law and our agreement place on us.
We will take reasonable steps to ensure that anyone performing work on our behalf understands the agreed scope and relevant access or safety instructions.
21Ending an Ongoing Service
Either party may request to end an ongoing cleaning arrangement by providing reasonable notice and complying with any notice period specifically agreed in writing.
Any agreed notice period or termination charge must be disclosed in advance and comply with applicable law.
You remain responsible for payment for services properly performed and any other amounts lawfully due under the agreement. Your statutory rights, including any applicable rights to cancel because of a failure to meet a consumer guarantee, remain unaffected.
22Events Outside Our Reasonable Control
If circumstances outside our reasonable control prevent or materially disrupt a booking, such as severe weather, an emergency, a transport disruption or an unexpected safety issue, we will notify you where reasonably practicable and discuss rescheduling or another reasonable arrangement.
This clause does not remove any obligation or consumer right that applies under law.
23Liability and Australian Consumer Law
DMKB Cleaning Services will provide its services with due care and skill and in accordance with applicable law.
Nothing in these Terms and Conditions excludes, restricts or modifies any right, guarantee or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.
To the extent permitted by law, responsibility for loss or damage will be assessed according to the circumstances, the applicable agreement and the law.
We do not accept responsibility for outcomes that are genuinely outside the agreed scope or for pre-existing conditions merely because they remain after cleaning. However, this does not excuse a failure to perform the agreed service with reasonable care and skill.
24Complaints and Dispute Resolution
We encourage clients to raise concerns with us directly so that we have a reasonable opportunity to understand and resolve the matter.
Please contact us with your name, service address, appointment date and a description of the issue.
We will review the information and respond within a reasonable period.
If a dispute cannot be resolved directly, either party may pursue any rights or remedies available under applicable law, including through Consumer Affairs Victoria or another appropriate dispute-resolution body.
25Changes to These Terms
We may update these Terms and Conditions to reflect changes to our services, business practices or legal obligations.
The current version will be published on our website with its effective date.
For existing bookings, the terms agreed at the time of booking will continue to apply unless a change is agreed between the parties or the law permits otherwise.
26Governing Law
These Terms and Conditions are governed by the laws applicable in Victoria, Australia, subject to any mandatory laws that apply to the relevant transaction.
27Contact Details
By accepting a quote or confirming a booking, you acknowledge that you have had the opportunity to review the applicable terms and the agreed scope of work.
