Terms of Service

These terms explain how CLEAN BEST GROUP PTY LTD(“Clean Best”, “we”, “us”) quotes for and delivers cleaning services in Sydney and New South Wales, and what you can expect from us. They apply to every quote we issue and every job we carry out, alongside the written scope of work we agree with you.

The plain-English version: we come and look at the site for free, we give you a fixed price in writing before the first visit, and there is no lock-in contract. The written quote and scope are what we are bound by — not a verbal estimate, not a number on a website. If we miss something, tell your supervisor and we come back and fix it at no charge.

1. Quotes and pricing

• On-site assessments are free and carry no obligation. We would rather walk your premises than guess from a floor plan.
• Quotes are issued in writing, normally within 24 hours of the walkthrough, and set out the scope of work, the frequency, and the price. The price is fixed and confirmed in writing before the first visit.
• A quote is valid for 30 days from the date we issue it, unless it says otherwise.
• The price assumes the site is in the condition we saw at the walkthrough. If we arrive and the site is materially different — a build-up that was not there, a room we were not shown, or a change in use — we will stop, tell you, and agree any change in writing before doing the extra work. We never add charges after the fact.
• Verbal estimates given over the phone are indicative only. The written quote is the one that binds us.

2. Scope of work

• Your written scope lists what is done every visit and what rotates weekly, monthly or quarterly. Anything not in the scope is not included — if you want it, ask and we will price it.
• Periodic work such as carpet extraction, hard-floor treatment, external window cleaning and high-reach work is quoted separately unless it is expressly written into your scope.
• Our cleaners do not move heavy furniture, handle personal belongings, open drawers, sort paperwork, or clean areas made unsafe by obstruction, damage or biological hazard. We will tell you what we could not reach and why.
• Scope changes can be requested at any time. We confirm them in writing — including any change in price — before they take effect.

3. Site access

• Before the first shift we document exactly how our cleaner enters and secures your site: swipe cards, keys, key safes, alarm codes, concierge sign-in, lift restrictions and parking. Each cleaner is inducted on that procedure individually.
• Keys, cards and codes you give us are held securely, issued only to the cleaner and supervisor assigned to your site, and returned to you when the arrangement ends.
• You are responsible for telling us if access details change. If our cleaner cannot get in on a scheduled visit because of a change we were not told about, we will contact you and reschedule, and the visit may be charged as attended.
• You agree to provide safe access, including working lighting, safe walkways and a functioning power and water supply.

4. Schedules, cancellation and no lock-in

• There is no lock-in contract. Commercial cleaning runs on a rolling agreement with 30 days notice on either side. Residential schedules can be paused, changed or stopped by telling us.
• To cancel or reschedule an individual visit, give us at least 24 hours notice and there is no charge. A visit cancelled with less notice, or one where our cleaner attends and cannot access the site, may be charged as attended, because the cleaner has already been rostered and paid.
• We keep to the agreed schedule. If a visit needs to move for a public holiday, a site closure, severe weather or a genuine emergency, we will tell you as early as we can and offer a replacement time.
• Either of us can end the arrangement on 30 days written notice without needing a reason. We will hand back keys, cards and codes, and invoice only for work already done.

5. Our people

• Every cleaner holds a current National Police Check before their first shift. Cleaners servicing schools, childcare centres and other sites where children are present also hold a Working with Children Check.
• Wherever we can, you get the same cleaner every visit, supported by a named supervisor who audits the site monthly against your written scope.
• Our cleaners are our employees or engaged contractors and are covered by workers compensation. You agree not to directly engage or employ a Clean Best cleaner for cleaning work while they are working with us, or for six months afterwards, without first speaking to us.

6. Insurance

Clean Best carries public liability insurance and workers compensation cover. Certificates of currency are provided to you or to your building manager on request. We do not hold, and do not claim to hold, any certification or accreditation we have not actually been assessed for.

7. Our guarantee and how we fix problems

• If something in your scope is missed or not done properly, contact your supervisor within 48 hours of the visit and we will return and put it right at no charge. There is no form and no argument about whether it was in scope.
• If the same issue recurs, we change the schedule, the method or the cleaner rather than repeating the apology.
• Damage: if we damage something at your site, tell us straight away and we will assess it, repair or replace the item, or claim on our insurance, whichever is appropriate. Report suspected damage within 48 hours of the visit so we can investigate while the evidence is fresh.

8. Liability

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where we are permitted to limit our liability, our liability for a service is limited, at our option, to re-supplying the service or paying the cost of having it re-supplied.

We are not liable for pre-existing damage, wear, staining or deterioration that cleaning cannot reverse; for items left in an area we were asked to clean and not told about; or for loss caused by information about the site that was not given to us. We are not responsible for delays or failures caused by events outside our reasonable control.

9. Payment

• We invoice on the cycle set out in your quote — usually monthly in arrears for regular commercial cleaning, and on completion for one-off jobs.
• Invoices are payable within 14 days unless we have agreed different terms in writing.
• If an invoice is disputed, tell us which items you dispute and why. We will investigate and resolve it. Undisputed amounts remain payable.
• We may suspend service on an account that remains unpaid after we have given you written notice and a reasonable chance to fix it.

10. Complaints

Call your supervisor first — they can usually fix it the same week. If it is not resolved to your satisfaction, escalate it by calling 1300 494 983 or emailing hello@cleanbestgroup.com.au. We will acknowledge your complaint, investigate it and give you a written response, normally within 10 business days.

11. Privacy

We handle personal information — including your contact details and your site access arrangements — in line with our privacy policy, which explains what we collect, why, and how you can access or correct it.

12. Website content

The content on cleanbestgroup.com.au is provided for general information. It describes how we usually work, but it is not a quote and it is not advice about your specific site. The only binding statement of what we will do and what it will cost is the written quote and scope we issue to you.

13. Changes to these terms

We may update these terms as our services and legal obligations change. The current version is always published on this page with the date it was last updated. Changes do not affect a quote already accepted; that job runs on the terms in force when you accepted it.

14. Governing law and how to reach us

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

CLEAN BEST GROUP PTY LTD
77 Garfield Street, Wentworthville NSW 2145
Phone: 1300 494 983
Email: hello@cleanbestgroup.com.au

Ready to get a price? Contact Clean Best for a free quote and we will book the walkthrough.