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 before doing the additional work.

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.

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 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 Agent 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 booked against your agent's checklist. If your agent flags cleaning items at the outgoing inspection, tell us within seven days of the clean and before the property is re-occupied, and we will return once and re-clean the items concerned at no charge.

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

The guarantee covers re-cleaning only. It does not extend to bond monies, rent, agent or landlord fees, or any other third-party cost. It excludes carpet steam cleaning, pest control and outdoor areas unless those were separately booked; repairs or damage; items outside the agreed checklist; and any property that has been occupied or had furniture moved in after we finished.

Products

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

Insurance

Gumnut holds public liability insurance. If you believe we have caused damage, tell us as soon as you notice it so we can inspect it and deal with it properly.

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

If something is damaged during a clean, tell us within 48 hours so we can inspect it and refer it to our insurer where appropriate.

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, we charge 50% of the booked clean — the crew is rostered and paid for that time either way.

Payment

We agree the price with you before we start, and we do not change it afterwards without agreeing it with you first. Payment is due on the terms set out in your quote or invoice.

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.