Terms of Service

By booking a clean with us you agree to these terms. Nothing in them excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, and where any term conflicts with that law, the law prevails.

Quotes and pricing

We visit every home in person before quoting. The consultation is obligation-free. What follows is a fixed-fee proposal — you know what is included and what it costs before we begin. We do not bill hourly and we do not add extras after the fact.

A quote is based on the condition and scope of the property at the time we inspect it. If the scope changes materially before or during the clean, we will tell you and agree a revised fee with you in writing before doing the additional work.

Your proposal, including its inclusions and exclusions, forms part of these terms. Where your proposal and this page differ, your proposal applies to your clean.

Your first clean

Every new regular client begins with an intensive reset at no additional cost. It brings the home up to our standard and sets the baseline for every visit that follows.

Access and attendance

You do not need to be home. Many clients provide access via a lockbox or let the crew in before heading out; we agree the arrangement with you during onboarding. You are responsible for providing safe and lawful access, and for telling us about anything on site that affects safety, or about pets, alarms, allergies, sensitivities or delicate surfaces.

Health and safety

Our crew's safety is not negotiable. We may refuse to start, or stop and leave a clean already under way, where conditions are unsafe — including biohazards, needles or drug paraphernalia, pest infestations, electrical hazards, structural damage, extreme hoarding, or anything else that presents a real risk to the people doing the work. Where that happens we will tell you why, and we will talk to you about what would need to change before we can return.

A respectful workplace

Your home is our crew's workplace. We may refuse or discontinue a service where our crew are subjected to abusive, threatening, harassing or discriminatory behaviour, by anyone present. This is rare, and we would always rather resolve something than walk away from it — but the right to stop exists and we will use it if we need to.

Children, pets and valuables

Children and pets remain your responsibility while we are working. Cleaning involves equipment, wet floors and chemicals, and we cannot supervise anyone while we clean.

We ask that jewellery, cash, medication and irreplaceable items are stored securely before we arrive. Our crew are employees and are trusted in homes every day; this is simply how any careful business handles other people's valuables.

Your crew

Our cleaners are employees, not subcontractors. You will have a regular crew with at least one familiar team member who knows your home. Leave and illness occasionally change who attends; our checklists and training are what keep the standard the same when that happens.

The Gumnut Satisfaction Guarantee

If something is missed, tell us and we will come back and put it right — no back-and-forth and no extra charge. We aim to attend within 24 hours wherever reasonably possible.

If something has been missed or has not been cleaned to the standard we promised, tell us within 48 hours of the clean and we will return and put it right at no charge, normally within five business days.

The guarantee covers items on your agreed checklist. It does not cover new work outside that checklist, fair wear and tear, pre-existing damage or staining, areas we could not access on the day, or re-soiling after we left.

The Gumnut Satisfaction Guarantee — End of Lease

For end-of-lease cleans we work your agent's exact checklist, top to bottom, for a fixed fee agreed upfront, and provide a video report on completion. If anything related to our cleaning is flagged at the outgoing inspection, we return and put it right.

This guarantee applies to end-of-lease cleans completed against your agent's checklist. If your agent identifies any cleaning items during the outgoing inspection, simply notify us within 2 business days of the clean and before the property is re-occupied. If the items reasonably relate to our cleaning service (rather than subsequent activity or pre-existing condition report items), we will return once to rectify them at no additional cost.

To claim, send us the agent's written report or inspection list, with photographs where you have them.

The guarantee covers cleaning only. It does not extend to bond monies, rent, agent or landlord fees, or any other third-party costs, losses or expenses. It excludes any services performed by another contractor or supplier; repairs or damage; items outside the agreed checklist; and any property that has been accessed by anyone other than the real estate agent for the outgoing inspection, occupied or had furniture or other belongings moved in after we completed the service.

Products and delicate surfaces

We use biodegradable, GECA-certified products by default. If you have allergies, sensitivities or delicate surfaces, tell us and we will tailor our approach.

Some surfaces need specialist treatment and can be damaged by ordinary cleaning. Marble, natural stone, antique or unsealed timber, and specialty finishes are the common ones. Tell us about them before we start. Where a surface has not been disclosed to us, or where it is already worn, damaged or unstable, we cannot accept responsibility for how it responds to cleaning.

If you ask us to use products or equipment you supply, you remain responsible for their safety and suitability for the surfaces concerned, and we are not responsible for any damage that results from using them.

Photos

We may take before and after photographs of areas we clean for quality assurance, training, insurance, proof of service, or to resolve any concerns about work completed. We will never use photographs for marketing without your express consent.

Insurance

Gumnut Cleaning holds $20 million public liability insurance. A certificate of currency is available on request — email hello@gumnutcleaning.com.

We take care in your home. If you believe we have caused damage, tell us as soon as you notice it — preferably within 48 hours — so we can inspect it while the circumstances are still clear and refer it to our insurer where appropriate. Reporting promptly is what lets us deal with something properly rather than argue about it later.

So that we can work safely around them, you agree to tell us before we start about anything fragile, valuable, faulty or unusual in the property — including delicate surfaces, loose or damaged fittings, and appliances that do not work properly.

We are not responsible for pre-existing damage; fair wear and tear; damage to items that were already loose, faulty, worn or unstable; damage arising from surfaces or conditions that were not disclosed to us; or damage caused by products or equipment you supplied.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law.

Cancellations and rescheduling

Plans change. Give us at least 24 hours' notice to cancel or reschedule and there is no charge.

Inside 24 hours, or if our crew arrives and cannot get access, the clean is charged in full. Your crew is rostered and paid for that time, and a slot released at short notice cannot realistically be refilled.

Payment

We agree the price with you before we start, and we do not change it without agreeing it with you first. Invoices are due within 7 days unless your proposal says otherwise. You can pay by card through Stripe, or by bank transfer against an invoice we send you. If an invoice is more than 7 days overdue we may add a $20 administration fee, and we will always contact you before we do.

Where a payment method carries a processing cost — card payments, for example — we may pass that cost on to you. Any surcharge is limited to what it actually costs us to accept that payment method, and we will tell you before you pay.

Things outside anyone's control

We are not responsible for delays or for being unable to attend where the cause is outside our reasonable control — severe weather, floods and fires, road closures, utility failures, public health directions, or loss of access to the property. We will let you know as soon as we can and reschedule with you at no extra cost.

Re-soiling after we leave

If another trade, an occupant or a visitor substantially affects areas we have already cleaned, putting those areas back to standard is further cleaning rather than a guarantee claim, and we may quote it as a new service. For end-of-lease cleans the stricter terms in that guarantee apply instead.

Complaints

Email hello@gumnutcleaning.com or call 1300 GUMNUT. We would much rather hear about a problem than have you live with it.

Privacy

How we handle your personal information is set out in our Privacy Policy.

Changes to these terms

We may update these terms from time to time. The version that applies to your clean is the one published on this page when you book it. The date at the top tells you when it last changed.

Governing law

These terms are governed by the laws of New South Wales, Australia.