Terms and Conditions Melbourne Shine Cleaning

1. Who we are and what these terms cover

These terms apply to every cleaning service provided by Melbourne Shine Cleaning Services across Melbourne, Geelong and wider Victoria. By booking with us, whether by phone, through the form on this website or by email, you agree to these terms.

If someone books on your behalf, for example a real estate agent, property manager or landlord, these terms apply to that person as the customer, and to you as the occupier for anything that happens at the property.

2. Quotes and prices

• Prices on this website are starting prices. They are a guide for standard residential work in average condition. Your actual price depends on the size, the fibre, the condition and the access.
• A minimum charge of $89 applies to any visit. It is published in the same table as our from prices because a from price with a hidden minimum is misleading, and we will not do that.
• The quote we give you before booking is fixed. It does not change on the day unless you add work, or unless the job is materially different from what you described.
• If the job is materially different, for example there is far more soiling, damage or area than described, we will tell you the revised price before we start and you can decide whether to proceed.
• Quotes are valid for 30 days unless we say otherwise.
• Same day bookings receive a 10 percent discount, subject to availability.

3. Booking, access and cancellation

• You need to give us access at the agreed time, along with power and water where the job requires them.
• Please clear small items, breakables and anything on the floor beforehand. We move ordinary furniture as part of the job, but we do not move beds with drawers underneath, pianos, full bookcases, fish tanks or anything with a screen.
• Cancelling or rescheduling. Please give us at least 24 hours notice. We may charge a fee of up to $60 for a cancellation inside 24 hours, or for a non entry where we attend and cannot get in.
• We may need to reschedule for weather, vehicle breakdown, illness or a job overrunning. We will tell you as early as we can and we do not charge you for it.
• You must tell us before we start about anything hazardous at the property, including asbestos, mould, biohazards, pests or an aggressive animal.

4. Payment

• Payment is due on completion unless we have agreed different terms in writing, for example with an agent or a commercial account.
• We accept the payment methods we tell you about when you book. We do not store your full card number.
• Commercial and agent accounts on agreed terms are payable within 14 days of the invoice date.
• If an invoice is overdue we may charge reasonable recovery costs. We will contact you before doing that.

5. What we can and cannot promise

We will perform our services with due care and skill, using the method appropriate to the fibre and the condition. There are limits to what cleaning can do, and we would rather set them out here than surprise you afterwards.

• Not every stain comes out. Dye transfer, bleach, sun fade, some inks and old set stains may lift without disappearing. Bleach and fade are not stains at all, the colour has gone and cleaning cannot bring it back.
• Existing damage stays. Wear, pile reversal, shading, delamination, burns, tears and prior poor repairs are not caused by cleaning and are not removed by it.
• Some odours are structural. Where urine has soaked into underlay, a subfloor or a mattress core, surface cleaning will not fix it. We will tell you that before we take your money rather than after.
• We will tell you before we start if we think a result is unlikely, and you can decide whether to go ahead.

We do not make claims we cannot substantiate. We describe what our process removes rather than telling you it kills or sanitises against specific organisms.

6. Our guarantee

If anything inside the scope you booked is not right, contact us within 7 days of your clean and we will return and re clean those items at no cost. Re cleans are prioritised ahead of new bookings.

• The guarantee covers the items and areas listed on your invoice. It does not cover work you did not book.
• It does not cover new soiling that happened after we left, or the limits described in section 5.
• You need to give us the opportunity to re clean. We cannot reimburse another contractor engaged without telling us first.
• This guarantee is in addition to your rights under the Australian Consumer Law. It does not replace or limit them.

7. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law, which is Schedule 2 to the Competition and Consumer Act 2010 (Cth). Among other things, our services must be provided with due care and skill and be fit for the purpose you told us about.

For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law. Where we are permitted to limit our liability, we limit it to resupplying the service or paying the cost of having it resupplied. Subject to that, we are not liable for indirect or consequential loss.

You can find more about your consumer rights at the Australian Competition and Consumer Commission, or at Consumer Affairs Victoria for Victorian matters.

8. Damage, insurance and claims

• We carry public liability insurance on every job, residential and commercial. Ask us and we will send the certificate before we attend.
• If we damage something, tell us within 24 hours and let us inspect it before it is repaired or replaced. We take before photos on every job for exactly this reason.
• We are not responsible for pre existing damage, or for failure of an item that was already deteriorated, poorly manufactured or previously badly repaired.
• We are not responsible for items you did not disclose as fragile, antique or specially finished when you booked.

9. End of lease and bond cleans

We clean to the standard that actually applies, and we give you an itemised invoice for your agent.

We do not guarantee a bond outcome, and no cleaner honestly can. Whether your bond is returned is decided by your rental provider, the agent and, if it is disputed, the Victorian Civil and Administrative Tribunal. It is not decided by us. Any business that promises to guarantee your bond is returned is promising you something outside its control.

There is also no general legal requirement in Victoria to have carpets professionally cleaned at the end of a tenancy. Consumer Affairs Victoria sets the benchmark as carpets left reasonably clean and free of pet hair, stains and any strong odours. That is a standard of cleanliness rather than a compulsory purchase. This is general information and not legal advice, and you should check your own circumstances.

10. Privacy, photographs and reviews

We handle your personal information in accordance with our Privacy Policy.

Our technicians photograph the items they clean before and after, for quality control and as a record if a dispute arises. We will not publish a photo of your property without asking you first. Tell the technician on the day if you would prefer no photos at all.

11. Governing law

These terms are governed by the laws of Victoria, Australia, and you and we submit to the courts and tribunals of that State. If any part of these terms is found to be unenforceable, the rest continues to apply.

We may update these terms. The version on this page at the time you book is the version that applies to your booking.