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Terms & Conditions

Last updated: 10/06/2026

These Terms & Conditions (“Terms”) set out the agreement between you (the “Client”) and Collectively Clean (“we”, “us”, “our”) when you book or receive our residential cleaning services. By engaging our services, you agree to these Terms.

1. About us

Collectively Clean is a residential cleaning service based in Brisbane, Queensland, providing ongoing, deep, and end-of-lease cleaning to households across the Brisbane region.

  • Trading name: Collectively Clean
  • ABN: 64 695 806 734
  • Email: info@collectivelyclean.com.au

2. Our services

We offer three core residential cleaning services:

  • Steady Clean — weekly or fortnightly ongoing cleaning, designed for busy households needing consistent maintenance.
  • Reset Clean — a deeper, top-to-bottom clean for homes needing a proper reset after busy periods, life changes, or seasonal transitions.
  • Move-On Clean — end-of-lease and moving cleans, structured to support households through transitions.

We also offer tailored cleaning support for households needing something outside these three packages. The specific tasks included in each service are listed on our website and confirmed at the time of booking.

3. Bookings and quotes

  • All quotes are based on the information you provide (home size, condition, scope of work, access requirements).
  • Quotes are valid for 30 days from the date of issue unless otherwise stated.
  • Bookings are confirmed once you accept the quote in writing (email, SMS, or website form), and we confirm a service date.
  • Recurring bookings (Steady Clean) continue to the agreed schedule until either party cancels in writing.

4. Pricing and payment

  • Pricing is set out in your quote and may be presented as a per-clean fee, package rate, or hourly rate, depending on the service.
  • Payments are processed securely through Stripe. We accept credit and debit card payments.
  • For Steady Clean and Reset Clean bookings, we keep your payment card securely on file via Stripe and charge it automatically on completion of each clean.
  • For Move-On Cleans, a non-refundable booking deposit of 30% is required at the time of booking. The remaining 70% balance is due 48 hours before the scheduled clean. If the balance is not received by this time, the booking will be cancelled and the deposit forfeited.
  • Late payments may incur a fee of $25 and may result in suspension of future services until paid.

5. Cancellations and rescheduling

We understand life happens. At the same time, our team’s time is committed when you book. We aim to be reasonable with genuine emergencies and will assess these on a case-by-case basis. However, repeated late cancellations may result in a review of your ongoing bookings.

  • More than 48 hours’ notice: rescheduling or cancellation is free of charge.
  • Less than 48 hours’ notice: a cancellation fee of 50% of the booking value may apply.
  • Same-day cancellations or no access on arrival: the full booking value may be charged.

Recurring bookings can be paused or cancelled with 7 days’ written notice

6. Access to your home

  • You agree to provide us with safe and reasonable access to your home at the agreed time.
  • Access may be arranged via keys, lockboxes, smart locks, alarm codes, or by being present. We treat all access information as confidential and store it securely.
  • If we are unable to access your home at the agreed time, our cancellation policy (clause 5) applies.
  • Please secure pets and valuables and let us know in advance about any areas you do not wish us to enter.

Lockout and access on the day

So that your clean can go ahead smoothly, please either leave keys in the agreed location or be present to provide entry. As a courtesy, we send an SMS reminder 24 hours before your scheduled clean. If our cleaner is unable to access your home on arrival:

  • We will attempt to contact you within 15 minutes of arrival.
  • If we reach you and entry is provided within 30 minutes, a $25 fee applies to cover the lost time.
  • If we are unable to reach you, a full lockout fee of 50% of the booking value (up to a maximum of $150) applies, covering travel time, lost income, and scheduling disruption.

Move-On Clean cancellations: The 30% booking deposit is non-refundable, as it secures your booking and covers our scheduling and preparation time. If you cancel more than 7 days before your scheduled clean, the deposit may be transferred to a rebooked date within 90 days. Cancellations within 7 days of the scheduled cleaning forfeit the deposit.

7. What we need from you

To deliver our best work, we ask that you:

  • Provide accurate information about your home and any access requirements.
  • Notify us in advance of any hazards (for example, mould, biohazards, pest infestations, recent renovations, broken glass).
  • Disclose any health or safety concerns relevant to our team (for example, infectious illness in the household).
  • Secure pets so they are safe, and our team can work without disruption.
  • Ensure children are supervised by an adult during the service.
  • Let us know about parking when you book. Our team needs parking for the duration of the clean; where free parking isn’t available, any paid parking cost will be added to your quote.

8. Service standards

We aim to deliver every clean to a calm, consistent, high standard, in line with the agreed scope of works.

  • If you are not satisfied with any part of the service, please let us know within 24 hours of the clean. We will arrange to re-clean the affected areas at no additional cost.
  • We do not offer refunds for completed services, but we will work with you to put things right.
  • For homes new to regular cleaning, the first clean establishes a baseline rather than a finished result. Homes that haven’t been maintained regularly often settle into their best over the first few visits, as ongoing care builds on each clean.

9. Damage, breakage, and lost items

  • We treat your home and belongings with care.
  • In the rare event that we damage or break something during a clean, please notify us within 24 hours of the service. We will investigate and, where the damage is caused by our team, arrange to repair or replace the item or compensate you at fair market value.
  • We are not responsible for damage caused by pre-existing wear and tear, faulty fittings, items that were not properly secured, or items of exceptional value not disclosed at the time of booking.
  • Please let us know in advance about any items that are fixed in place, heavy, or in a delicate condition (for example furniture, appliances, or fixtures), so our team can work around them safely.
  • If you ask our team to move a heavy or fixed item during the clean, we will follow your direction, but any damage or consequences resulting from moving it at your request are not our responsibility.
  • For items of exceptional sentimental or monetary value, please let us know in advance so we can take extra care or leave them undisturbed.

10. Insurance

Collectively Clean holds public liability insurance. Our team members are covered by workers’ compensation insurance in accordance with Queensland legislation.

11. Photos and marketing

  • We sometimes take before-and-after photos for quality control and team training.
  • We will not use any photos for marketing or social media without your written consent.
  • You may withdraw consent at any time.

12. Health and safety

  • Our team will not undertake tasks that pose a risk to their safety, including (but not limited to) cleaning at unsafe heights, lifting heavy items, or handling biohazardous materials without appropriate equipment.
  • We reserve the right to refuse or stop a service where conditions pose a risk to our team’s health, safety, or well-being.

13. Right to refuse service

We reserve the right to refuse, suspend, or terminate a service or ongoing arrangement where:

  • The Client behaves in a way that is abusive, threatening, or unsafe toward our team.
  • The home is in a condition that materially differs from what was described at booking.
  • Payment is overdue or repeatedly delayed.
  • Any of these Terms is materially breached.

14. Engaging our team members directly

We invest significantly in recruiting, training, and supporting our team. Without our prior written permission, you agree not to directly or indirectly engage, employ, or contract any of our team members to provide cleaning services to you or your household, either while we are providing services to you or within 12 months after our last service. If this occurs, a placement fee may apply.

15. Complaints and disputes

If you have a concern about our service, please contact us at info@collectivelyclean.com.au. We aim to acknowledge complaints within 2 business days and resolve them within 10 business days.

If we cannot resolve a dispute directly, we are open to mediation through the Queensland Civil and Administrative Tribunal (QCAT) or another appropriate body.

16. Privacy

Your personal information is handled in accordance with our Privacy Policy, available on our website.

17. Variations to these Terms

We may update these Terms from time to time. The latest version will always be available on our website with the “Last updated” date at the top. Continued use of our services after changes constitutes acceptance of the updated Terms.

18. Governing law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Queensland.

19. Contact

For questions about these Terms or to discuss your booking, contact us at:

Collectively Clean

Email: info@collectivelyclean.com.au

Phone: 0402 867 466