Terms & Conditions – My VIP Cleaning Service

Professional Cleaning Service Terms & Conditions for Regular Cleaning, Cleaning Planner Services, End of Lease Cleaning, and Steam Carpet Cleaning in Melbourne.

1. Service Scope

All services are provided based on the agreed booking duration, service type, and property condition. Tasks will be prioritised based on professional judgement, accessibility, and time availability. We do not guarantee completion of all requested tasks within the booked timeframe.

2. Minimum Booking

A minimum 2-hour booking applies to all services unless otherwise agreed.

3. Time-Based Services

Our services are scheduled based on estimated service durations to help clients plan their day more conveniently.

While we aim to complete the planned work within the estimated timeframe, actual completion may vary depending on the condition of the property, household usage, clutter, pets, children, and buildup since the previous visit.

For ongoing regular cleaning and Cleaning Planner services, our approach focuses on maintaining the most important and high-use areas first — such as bathrooms, kitchens, and floors — while detailed improvement tasks may be progressively rotated and completed across future visits.

Our Cleaning Planner service is designed as a long-term home maintenance and improvement system, rather than a one-time intensive cleaning service completed in a single visit.

4. Arrival Window

Arrival times are estimates only and may vary due to traffic conditions, parking availability, weather, previous job delays, or unforeseen circumstances.

5. Cleaning Planner Service

Cleaning Planner is a long-term progressive cleaning service designed to improve and maintain the home over time. Not all areas or deep-cleaning tasks will be completed during every visit. Tasks may be rotated and prioritised based on time booked, property condition, and maintenance needs.

To maintain service quality and continuity, Cleaning Planner services are generally recommended for weekly or fortnightly bookings.

Monthly services or larger homes may require a higher minimum booking duration depending on the property size, condition, and client expectations.

6. Additional Work & Variations

Quotes are based on the information provided at the time of booking and standard property conditions. Additional charges or extra time may apply if the actual property condition differs significantly or if extra services are requested onsite.

7. Condition of Property

Our standard services are intended for reasonably maintained homes. Properties with excessive buildup, mould, heavy grease, clutter, or neglected conditions may require additional time, additional charges, deep cleaning services, or rescheduling.

8. Cleaning Results & Limitations

While we aim to achieve the best possible results, we do not guarantee removal of permanent stains, mould embedded in silicone or grout, oxidation, rust, hard water stains, or wear-related damage. Cleaning improves appearance but does not guarantee restoration to “as new” condition.

9. Exclusions

Unless otherwise quoted or specified, standard services generally do not include ceiling cleaning, heavy lifting, rubbish removal, biohazard cleaning, exterior cleaning, pest control, grout restoration, paint removal, silicone replacement, or hoarding-related cleaning.

10. Steam Carpet Cleaning

Steam carpet cleaning improves overall appearance and hygiene but does not guarantee complete removal of permanent stains, odours, discoloration, or wear marks. Results depend on carpet age, material, and condition.

11. Access & Entry

Clients must provide safe and timely access to the property. If our cleaning team cannot access the property upon arrival, waiting fees, cancellation fees, or partial service charges may apply.

12. Parking

Clients are responsible for providing reasonable parking access where possible. Parking fees, tolls, or additional access-related costs may be added to the invoice.

13. Payment Terms

Payment is required on the same day as service completion unless otherwise agreed.

Any damage investigation or claim process does not affect the client’s obligation to pay the original service invoice.

Late payments may incur additional administrative or recovery fees.

If payment remains overdue, we reserve the right to engage a debt collection or recovery service. Any reasonable recovery, collection, administrative, or legal costs incurred may be payable by the client.

14. Cancellation Policy

More than 24 hours notice: No cancellation fee.
Less than 24 hours notice: $90 cancellation fee.
Same-day cancellation or no access provided may result in up to 100% of the booking fee being charged.

15. Client Responsibility for Valuables & Fragile Items

Clients must secure or remove valuable, fragile, sentimental, or unstable items before service. For delicate decorations, vases, collectibles, artworks, or fragile items, our cleaning approach is generally limited to cleaning around the items rather than moving them. If clients require cleaning underneath such items, the items must be moved by the client prior to service.

15A. Personal Belongings, Clutter & Tidying

Our standard cleaning service does not include organising, decluttering, sorting, folding, or rearranging personal belongings.

Our team may move a reasonable number of light items to clean accessible surfaces. However, where surfaces or floors are heavily covered by personal belongings (including but not limited to clothing, toys, paperwork, cosmetics, bottles, decorations, cables, or household items), detailed tidying and reorganisation are not included within the standard cleaning service.

Where excessive clutter limits access, our team may:
• clean around the items,
• prioritise other accessible areas,
• skip affected areas, or
• recommend additional service time if clients would like those areas fully cleaned.

To maximise cleaning results, clients are encouraged to complete basic tidying before the scheduled service.

16. Pre-Existing Damage

We are not responsible for existing damage, aged materials, loose fittings, improper installations, deteriorated silicone, fragile flooring, unstable furniture, or poorly maintained surfaces.

17. Damage & Liability

Any damage claims must be reported within 24 hours and supported by photographic evidence. Where appropriate, we reserve the right to assess and arrange reasonable repair solutions. Compensation is limited to reasonable repair or replacement costs only.

18. Complaints & Re-Cleans

Complaints must be submitted within 24 hours with supporting photos. Re-cleans apply only to areas included within the original agreed service scope. Refunds are not guaranteed.

19. Photos & Service Records

We may take photos before, during, or after service for quality control, training, service documentation, and dispute resolution purposes.

20. Safety Conditions

The safety and wellbeing of our staff is extremely important to us.

Our team reserves the right to refuse or limit tasks that may pose a safety risk, including but not limited to:

* high or difficult-to-access windows,
* unsafe ladder work,
* heavy lifting,
* unstable furniture,
* biohazard materials,
* excessive mould,
* dangerous chemicals,
* aggressive pets,
* or unsafe working environments.

During periods of extreme heat, clients may be requested to provide reasonable ventilation, fans, or air conditioning to ensure safe working conditions for our staff.

For safety and insurance reasons, our team may decline certain tasks if proper equipment, access, or safe conditions are not available.

We reserve the right to refuse or discontinue services if working conditions are considered unsafe for our staff.

21. Right to Refuse Service

My VIP Cleaning Service reserves the right to refuse, suspend, or discontinue services under unsafe, abusive, unreasonable, or inappropriate circumstances.

22. Fragile & Aged Materials

Some surfaces and materials may become fragile due to age, wear, water damage, poor maintenance, oxidation, or previous improper installation.

While we always take reasonable care, My VIP Cleaning Service is not responsible for damage resulting from pre-existing weaknesses, deteriorated materials, loose fittings, aged silicone, brittle surfaces, unstable fixtures, or normal wear and tear discovered during or after cleaning.

23. Mould, Grout & Silicone Limitations

Mould embedded in silicone, grout, caulking, sealants, or porous materials may not be fully removable through standard cleaning processes.

Cleaning may improve the appearance of affected areas but does not guarantee complete mould removal or restoration to “as new” condition.

In some situations, replacement, repairs, or re-siliconing may be recommended instead of cleaning.

24. Cluttered Environments

Excessive clutter, large amounts of personal belongings, obstructed access areas, or heavily filled surfaces may significantly affect cleaning efficiency and service outcomes.

For safety, practicality, and service quality reasons, our team may limit, skip, or clean around heavily cluttered areas where proper access is not reasonably available.

My VIP Cleaning Service is not responsible for moving excessive belongings, organising personal items, or restoring heavily cluttered spaces within standard cleaning services unless specifically agreed in advance.

25. Estimated Service Duration

Estimated service durations and arrival times are provided as planning guides only and are not guarantees of exact completion times.

Actual service duration may vary depending on property condition, household usage, clutter levels, pets, children, parking conditions, traffic, weather, or additional requests during the visit.

26. Weather Conditions

Certain services may be affected, delayed, limited, or rescheduled due to weather conditions, extreme heat, rain, unsafe temperatures, or environmental factors beyond our control.

27. Children & Pets

For safety reasons, clients are responsible for supervising children and securing pets during the service where reasonably possible.
Our team reserves the right to pause, limit, or discontinue services if pets, children, or unsafe interruptions create safety concerns for staff.