Terms of Service - Residential
​
Welcome to Sunbright Cleaning. These Terms of Service explain how we operate and what you can expect when you engage our Residential cleaning services. Whether it's a once-off clean (e.g. end of lease, spring clean) or a regular cleaning service (weekly, fortnightly or monthly), our aim is to provide a clear, reliable and professional experience from start to finish.
​
📧 hello@sunbrightcleaning.com.au
📱 SMS: 0413 005 345 (urgent matters affecting your upcoming clean)
🕗 Regular Cleaning Hours: Monday to Friday, 8am–4pm
1. Respectful Conduct
We believe in a safe, respectful environment—for both clients and staff. Inappropriate conduct such as harassment, threats, racism, sexual advances, or intimidating behaviour will result in immediate termination of our service without refund.
We also do not clean in environments where illicit substances are present. If such substances are found, we will leave immediately and charge 100% of the service fee.
2. Booking Your Clean
When you book a clean, we reserve that time exclusively for you. We allocate a specific team and resources to your job—so your appointment time is locked in.
3. Scope of Service Changes
Need to Change the Scope of Service? To keep things running smoothly and clearly, all requests for changes in schedule or scope must be sent to our email hello@sunbrightcleaning.com.au, and approved by both parties via the management team at least one week before your service. These changes may affect the time, pricing, or resources required.
​
​
4. Rescheduling & Cancellations
​
• Cancelling a Service Less than 24 Hours Before? Once you’ve made an appointment, we’ve allocated a cleaner or a team and scheduled that time exclusively for you. Cancelling less than 24 hours before your appointment time means you’ll be charged 100% of the service fee.
• Cancelling a Service More than 24 Hours in Advance? If you cancel more than 24 hours in advance, we’ll do our best to reschedule within 5 days of the original booking—subject to availability.
• Unable to Reschedule within 5 days? If you are unable to proceed with any reschedule options within 5 days for regular (fortnightly or monthly) services, the next clean on your usual schedule will incur a 30% surcharge to account for the additional time and effort required due to the extended interval. Your regular cleaning frequency will remain unchanged.
• Going on Holidays? If you’re going away on holidays, a similar guideline applies. We appreciate at least 4 weeks’ notice so we can adjust our team’s schedule. Upon your return, a 30% surcharge will apply to bring the property back to standard. In cases where the property has been used during your absence (e.g. pet sitters, house sitting), an inspection may be required to assess the condition and determine the appropriate level of service. Please note: if we haven’t provided a service for 4 weeks or more, we cannot guarantee your usual day and time slot will be available upon your return.
5. Public Holidays
My clean falls on a public holiday, What should I do? Our team deserves a break too! We don’t operate on public holidays. If your clean falls on one, we’ll do our best to reschedule it within 5 days—subject to availability—and then continue with your regularly scheduled cleaning cycle.
Booking frequency remains the same: For example, if you usually have a weekly clean on Wednesdays and it gets rescheduled to Friday due to a public holiday, your next clean will still occur on the following Wednesday, keeping your standard frequency unchanged.
6. Access to Your Property
To help our team deliver your service on time and to standard, we need easy and safe access to your property:
​
• Access must be available at the scheduled time. If access is delayed, our cleaners will complete as much as possible in the remaining time. The full service fee will still apply.
• If access is not possible at all (e.g. no one home, no key or entry), the full service fee will still be charged, and the service will not be rescheduled.
• If you won’t be home, please use a secure lockbox with a code—not an unlocked door or exposed hiding spot. If needed, we can provide a lockbox at market cost.
• If your home is armed with an alarm, please provide clear instructions for disarming and rearming.
• For units or apartments, please provide detailed entry instructions and the best available parking information in advance.
7. Preparing for Your Clean
A little preparation goes a long way. To help us deliver the best possible service, please ensure the following before our team arrives:
• Utilities: Water and electricity must be connected.
• Bins: Please ensure rubbish bins are available and let us know where they are, or provide clear disposal instructions.
• Tidy Up Personal Items: Kindly put away toys, clothes, toiletries, dishes, and other loose items so we can clean efficiently.
• Secure Valuables: Please remove or safely store all valuables, sentimental items, and delicate décor—including ashes, antiques, or breakables.
• Pets: While we love animals, for everyone’s safety, all pets must be secured in a closed room, cage, or tank during the clean. We do not clean pet waste, litter trays, feeding bowls, bedding, or cages. We are not responsible for pets’ safety or behaviour during the service.
• Special Items & Preferences: If there are items you’d like us to leave untouched or handled in a specific way, please inform us prior to the clean or on the day.
• Access to All Areas: Please make sure all rooms and spaces covered in the scope of work are accessible. If any areas are off-limits, let us know in advance.
• Delicate Surfaces: For delicate surfaces (e.g. stone, specialty flooring, or sensitive appliances), clients must provide suitable cleaning products.
For end-of-lease or vacant properties:
• Property must be completely vacated.
• Utilities must be connected.
• Bins must be on-site or rubbish disposal instructions provided, and no rubbish or furniture to be left behind.
• Delicate Surfaces: For delicate surfaces (e.g. stone, specialty flooring, or sensitive appliances), clients must provide suitable cleaning products.
8. What We Don’t Do (Service Limitations)
To maintain high cleaning standards and comply with Work Health & Safety (WH&S) regulations, there are certain tasks we do not carry out:
• Chandeliers & Light Bulbs: We do not clean chandeliers or wet-wipe light bulbs.
• Biohazards & Dangerous Materials: We do not handle biohazards such as animal waste, blood, mould, urine (outside of toilets), or syringes.
• High Areas: We do not clean areas beyond 2 metres from the floor during regular cleans. For once-off services (deep, spring, or end-of-lease), we can reach up to 2.4 metres with a step ladder.
• Heavy Lifting: We do not move furniture or objects over 5kg, nor do we remove or dispose of rubbish.
• Rugs & Furniture Movement: We do not lift or move area rugs or clean under them. Please do not move rugs or furniture while we are cleaning, as it disrupts our process and affects quality.
• Broken or Damaged Items: We do not clean items that are already broken or damaged.
9. Parking
Our cleaners arrive fully equipped with professional tools and products, so easy and close access to parking is essential for a smooth service.
If free parking is not available and paid parking is required (e.g. street meter, public car park), the cost will be added to your invoice. Please let us know in advance so we can plan accordingly and avoid any delays.
10. Photography & Video
During your clean, we may take a few photos for quality control and internal service records.
From time to time, we may also use before-and-after images that do not include any personal or identifying details for marketing or social media purposes.
If you prefer we don’t use photos or videos for marketing, please notify us via email before your clean.
If photography is not permitted, we may be unable to properly assess or resolve complaints, as photos are essential for verifying and addressing service-related concerns.
11. Cleaner Engagement & Non-Solicitation
We invest significant time and resources into recruiting, training, and supporting our cleaning team.
To protect this investment, clients must not directly hire, engage, or refer our staff for private work during the course of our services—or within 12 months after services have ended.
If this policy is breached, a $3,000 referral fee will apply. This fee reflects the value of our recruitment and training efforts and helps us retain a reliable, well-supported team.
​
12. Client Satisfaction
We take pride in our work, and your satisfaction matters to us.
If something doesn’t meet your expectations, please email hello@sunbrightcleaning.com.au within 24 hours of your service, including a brief description and at least three photos to help us assess the issue.
• For one-off cleans, we’ll do our best to return and rectify the issue as soon as practicable, subject to availability.
• For regular services, we’ll resolve it during your next scheduled clean.
This guarantee applies only to the areas included in your original booking. We do not offer refunds.
13. Accidents, Damage or Theft
We treat your home with care and respect. However, if something goes wrong, we have clear steps in place to address it quickly and fairly:
​
• Any incident must be reported within 12 hours of the service, including a description and at least 3 photos.
• Claims made after 12 hours will not be accepted.
• For delicate surfaces (e.g. stone, specialty flooring, or sensitive appliances), clients must provide suitable cleaning products.
• We are not responsible or liable for unsecured cash, fragile, sentimental, or high-value items (e.g. antiques, artwork, jewellery) that are not removed or safely secured.
• If our team encounters a pre-existing damaged item, it will be noted and reported — we do not accept liability for damage that was already present.
​
14. Special Considerations
Every home is different, and some items require extra care. If your home includes large, heavy, delicate, or sentimental belongings, please review the following:
​​
• Clients must inform us in advance of any immovable, fragile, or stuck items.
• If you instruct us to move a heavy or fixed item, our team may follow your direction, but we do not accept liability for any resulting damage.
• All valuables and sentimental items (e.g. collectibles, ashes, antiques) must be safely removed or secured before the service begins.
• We do not assume responsibility for damage or loss resulting from moving or cleaning around stuck or delicate items at the client’s request.
​
15. Payment
We aim to keep things clear and simple when it comes to payments.
• Payment is required before or at the time of your service.
• We accept card payments or EFT — no cash, please.
• Card transactions may incur a bank surcharge, which is passed on directly.
• While we currently don’t charge late fees, persistently overdue payments may attract a $25 admin fee to cover processing time.
• Price adjustments may occur from time to time. We’ll always provide advance notice.
​​
16. Pets
We love your furry family members — but for safety, hygiene, and to ensure a smooth service, a few guidelines apply:
• We do not clean pet waste, litter trays, feeding bowls, bedding, or animal cages.
• All pets must be safely secured in a closed room, cage, tank, or kept outside for the duration of the clean.
• We assume no responsibility for the safety, welfare, or behaviour of pets during our visit.
• We are not liable if a pet escapes or leaves the premises during the service.
​
17. Biohazard Policy
The health and safety of our team is a top priority. To minimise risk, we strictly avoid all biohazard materials.
​
We do not clean blood, faeces, urine (outside the toilet bowl), excessive mould, syringes, or any other hazardous materials.
​
To help maintain hygiene standards, each bathroom must have a standard nylon-bristled toilet brush available. We do not use silicone or disposable toilet brushes. If a suitable brush isn’t available, we will be unable to scrub inside the toilet bowl.
​
18. Clients at Home During the Clean
You’re welcome to be home during your clean, but to help our team work efficiently and safely, we kindly ask the following:
​
• Please remain in non-cleaning areas while we work.
• If you work from home, we’ll avoid entering your workspace unless otherwise agreed in advance.
​
19. Appropriate Footwear
In line with workplace health and safety (WHS) guidelines, our team is required to wear enclosed footwear at all times while on-site.
We appreciate your understanding and support in maintaining a safe work environment.
​
20. Bathroom Use
As your home is our team’s workplace during the clean, they may need to use the bathroom. If required, they will use a guest bathroom where possible and ensure it is left clean and tidy before they leave.
​
21. Unsupervised Minors
For safety reasons, children under 18 must not be left unattended during the clean. An adult must be present at all times.
​
22. Weather Conditions
Extreme heat and severe weather can affect safety and the quality of our service.
​
• If the temperature exceeds 27°C and air conditioning is available, we may request it be turned on during the clean.
• If the temperature exceeds 35°C and no cooling is available, we reserve the right to reschedule.
• In cases of extreme weather or unsafe road conditions, your service may also be rescheduled.
​
Note About These Terms
By accepting a quote or engaging our services, you agree to these Terms of Service.
We may update these terms from time to time, and the most current version will always be available at: