Get a Quote

Terms & Conditions

Last updated: 7 October 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, fortnightly or monthly 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 the direct debit authority has been completed and, for Reset and Move-On Cleans, the deposit has been paid (see clause 4). This does not apply to NDIS-funded services.
  • Recurring bookings (Steady Clean) continue to the agreed schedule until either party cancels in writing.
  • Any change to the agreed scope of work must be requested before the clean and confirmed by us in writing, including any change in price. Our team is unable to take on additional or out-of-scope tasks on the day.

Move-On Cleans

  • Your quote is based on the information you provide about the property. If the condition or size differs from what was described, we will discuss any additional time and cost with you before continuing.
  • If additional time is required and not approved, we will complete as much of the agreed scope as possible in the time booked. We are not responsible for any bond deduction relating to work that was not approved.
  • The property must be completely empty at the time of the clean. Our team does not remove or dispose of items left behind.
  • If your property manager identifies any items from the agreed scope that need attention, please send us their written request within 48 hours of the clean. We will return to address those items at no additional cost, provided the property has not been accessed since our clean, including for open homes, inspections, tradespeople or removalists. Requests received after 48 hours, or after the property has been accessed, will be charged at our standard hourly rate.

4. Pricing and payment

Payment method

  • From 13 October 2026, direct debit is the required payment method for all recurring cleaning services, including weekly, fortnightly and monthly cleans.
  • Direct debit authorisation through Pinch Payments is a condition of booking for all recurring services. Clients who commenced before 7th October 2026 may continue with their existing payment arrangement.
  • Direct debit payments are processed securely by our payment provider, Pinch Payments. Clients may nominate a bank account or a credit or debit card.
  • Collectively Clean does not charge any surcharge or processing fee on payments.

Setting up

  • Clients must complete a direct debit authority through Pinch Payments before their first recurring clean. A booking is confirmed only once the authority has been completed.
  • Clients may update their nominated payment details at any time through the Pinch customer portal.

Collection of payments

  • Payment is debited automatically on the day of each clean, for the amount shown on the invoice issued for that clean.
  • If a payment fails or is dishonoured, a fee of $5 applies to each failed attempt and will be added to the outstanding balance.
  • If a direct debit authority is not in place, is cancelled, or a payment remains unpaid, Collectively Clean may suspend scheduled cleans until a valid payment arrangement is restored and all outstanding amounts are paid.

Ending recurring services

  • Clients who wish to end their recurring services must cancel their direct debit authority through the Pinch customer portal and notify Collectively Clean in writing. Recurring services are not considered cancelled until written notice has been received and Collectively Clean has confirmed the cancellation in writing.
  • Payment details remain securely stored by Pinch Payments until removed by the client through the customer portal.

Pricing

  • Where two team members attend a clean, the time on site is shared between them, and the cost is the same as for one team member completing the full time.
  • Collectively Clean will give clients at least 14 days’ written notice of any price increase.

Reset Clean and Move-On Clean

  • These services require a 50% deposit on acceptance of the quote, with the remaining 50% due 24 hours before the clean. A booking is confirmed only once the deposit has been paid and a direct debit authority has been completed. The team will not attend unless both payments have been received.

NDIS-funded services

  • These payment terms do not apply to services funded under the National Disability Insurance Scheme (NDIS). Payment for those services is arranged in line with the client’s plan management.

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 24 hours’ notice: rescheduling or cancellation is free of charge.
  • Less than 24 hours’ notice: a cancellation fee of 50% of the booking value may apply.
  • Same-day cancellations: the full booking value may be charged.
  • Recurring bookings can be paused or cancelled with 7 days’ written notice. Clients must also cancel their direct debit authority (see clause 4).

Reset Clean and Move-On Clean cancellations

These bookings require a 50% deposit, which secures your booking and covers our scheduling and preparation costs. If you cancel:

  • More than 7 days before your clean: your deposit can be transferred to a new date within 90 days, or refunded if you do not wish to rebook.
  • Between 7 days and 24 hours before your clean: your deposit is retained. Any balance already paid will be refunded.
  • Less than 24 hours before your clean, including on the day: the full booking value is charged, and no refund applies.

These terms replace the general cancellation fees above for Reset and Move-On Cleans.

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.
  • Keys provided to us must be clearly labelled. We take reasonable care to keep keys secure, but we are not responsible for the loss of keys in circumstances outside our control.
  • Please secure pets and valuables and let us know in advance about any areas you do not wish us to enter.
  • If we are unable to access your home at the agreed time, the lockout terms below apply.

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 lockout fee of 50% of the booking value (up to a maximum of $150) applies, covering travel time, lost income, and scheduling disruption.

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).
  • Provide access to hot and cold running water, electricity and rubbish bins for the duration of the clean.
  • 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 any part of a clean does not meet the agreed standard, please let us know within 24 hours of the clean, with photos where possible. We will return and re-clean the affected areas at no additional cost. Because homes are lived in after we leave, we may not be able to assess or re-clean concerns raised after 24 hours. For Move-On Cleans, see clause 3.
  • Nothing in these Terms excludes, restricts or modifies your rights under the Australian Consumer Law, including any right to a refund where a consumer guarantee has not been met.
  • 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.
  • Please let us know at the time of booking about any delicate or specialty surfaces, such as natural stone, timber, marble or specialty finishes. Where a surface requires specific products, please supply them. We use professional cleaning products suitable for most household surfaces, and we are not responsible for damage to surfaces we were not told about.
  • 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 wellbeing.

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. We will give you at least 14 days’ written notice of any change before it takes effect, and the latest version will always be available on our website with the “Last updated” date at the top. If you do not agree to a change, you may end your ongoing services before the change takes effect without any cancellation fee.

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