FREQUENTLY ASKED QUESTIONS

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Booking with Clean To Shine Sydney

Once you confirm your booking with us, we will email you an invoice. Please note that your booking is not secured until the 50% deposit has been paid. The remaining balance is due on the day of the clean.

If we are required to cancel your booking due to an issue on our end, your deposit will be refunded in full.

• The agreement is strictly between you (the customer) and Clean To Shine Sydney. Any disputes or issues with your real estate agent or landlord are not related to our services or payment obligations.
   
• If the final payment is not made on the day of the clean, we reserve the right to recover the outstanding amount through a debt collection agency or other legal means from the next day after the clean was completed.
   

• Our Bond Back Guarantee is valid for up to 96 hours (4 days) after the clean. Either you or your agent must notify us within this time if a re-clean is needed.
   
• Once notified, we require up to 72 hours (3 days) to return and complete the re-clean. However, if a request is made after the 96 hour (4 day) period, we are happy to return, but a minimum call-out fee of $250 + GST will apply payable by the customer or Agent before we return to re-clean.
   
• Full payment must be received before any re-clean is carried out. We guarantee our work regardless, so we do not wait for agent approval before payment is made.
   

Unfortunately, some agents may not allow us the opportunity to return, even when a re-clean is valid. This is why we require full payment on the day of service—to ensure our guarantee can be honoured fairly.

Cancellation Policy

• Deposits: A 50% deposit is required upon receiving the invoice. This must be paid no later than three days before the scheduled cleaning unless it is a last-minute booking.
• Cancellations within 48 hours of the scheduled clean: If you have paid a deposit and cancel within 48 hours, we reserve the right to retain your 50% deposit or charge a minimum $250 call-out fee. This applies even if you are rescheduling to another day, as such short notice does not allow us to adjust our bookings or recover an extra job that was lost
• Cancellations three or more days in advance: If you cancel more than three days before the scheduled clean, we will retain $250 or the deposit amount, whichever is lower.
• Invoice Processing Fee: Once an invoice has been generated, a $50 administrative fee will apply if the booking is later canceled. This must be paid within two days.

Job Refusal Policy

If our team determines that a property is in an unsuitable or unacceptable condition, we reserve the right to decline service or request additional fees. If we choose to walk away from the job, the deposit will be non-refundable. This policy ensures we are compensated for lost bookings due to circumstances beyond our control. We only refuse jobs under reasonable and justifiable circumstances.

For any questions or bookings, please contact:

📞 Ash: 0416 163 757
📞 John: 0419 271 839