Customer information
Terms & Conditions
Last updated: 10 September 2026
1. Quotes and bookings
A website enquiry is not a confirmed booking. A booking is confirmed when we accept it and confirm the date, scope and price in writing. Quotes are based on the information you provide and may change if the property condition, size, access requirements or requested work differs materially from that information.
2. Scope of service
We will perform the services listed in the accepted quote or booking confirmation with due care and skill. Tasks not listed are excluded unless agreed. Additional time or work requires approval and may incur an additional charge.
Unless specifically included, our services do not include hazardous-material removal, mould remediation, pest treatment, high or inaccessible exterior work, specialist restoration, moving unusually heavy items, or cleaning areas that cannot be accessed safely.
3. Customer responsibilities
You must provide accurate information, safe and timely access, working electricity and hot water, and tell us about alarms, pets, fragile or valuable items, known hazards, delicate surfaces and any special product requirements. Please remove cash, jewellery, medicines, confidential documents and other valuables before the service.
You warrant that you are authorised to arrange the service at the premises. You are responsible for securing pets and ensuring the premises are reasonably safe for our personnel and contractors.
4. Pricing and payment
Prices are as stated in the accepted quote or booking confirmation and include GST unless stated otherwise. Payment is due at the time stated in that confirmation or invoice. We may require a deposit or valid payment method before confirming a booking. Reasonable third-party costs requested by you, such as parking, may be added if disclosed or approved.
5. Changes, cancellations and access
Please give as much notice as possible if you need to reschedule or cancel. Any cancellation or call-out fee will only apply if it was disclosed in your quote or booking confirmation and is reasonable in the circumstances. If we cannot gain access at the agreed time, we may treat the booking as cancelled and charge any disclosed, reasonable fee.
We may reschedule or cancel because of illness, unsafe conditions, severe weather or circumstances beyond reasonable control. If we cancel and cannot agree on a new time, we will refund amounts paid for services not provided.
6. End of lease services
End of lease cleaning is performed to the agreed scope and does not guarantee return of a rental bond. Bond outcomes may depend on the property's prior condition, fair wear and tear, damage, pest treatment, carpet cleaning, gardening and requirements outside our agreed scope. If a property manager identifies an issue with an area we agreed to clean, contact us promptly and provide reasonable access to inspect and, where appropriate, rectify it.
7. Breakage, damage and concerns
Please notify us as soon as reasonably possible of any service concern, loss or damage and provide supporting details. We will assess the issue fairly and may inspect or offer to re-perform the affected service. We are not responsible for pre-existing damage, ordinary wear, inherent defects, or loss caused by inaccurate instructions or unsafe conditions, except to the extent we caused or contributed to it.
8. Consumer rights
Our services come with rights and consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies a right, guarantee, remedy or liability that cannot lawfully be excluded, restricted or modified.
9. Liability
Subject to the section above, neither party is liable to the other for indirect or consequential loss that was not reasonably foreseeable. To the extent permitted by law, our liability will be reduced to the extent that your act or omission caused or contributed to the loss.
10. Photos and property information
We may take limited before-and-after photographs where reasonably necessary to document the condition of the premises, perform quality checks or resolve a concern. We will not use identifiable photographs for marketing without permission. Personal information is handled under our Privacy Policy.
11. Contractors
We may use appropriately engaged personnel or contractors to perform services. We remain responsible for supplying the service in accordance with the accepted booking and applicable law.
12. Website use
Website content is general information and may change. You must not misuse the website, interfere with its operation, or submit unlawful, misleading or harmful material. Third-party links are provided for convenience and are governed by the third party's terms.
13. Governing law
These terms are governed by the laws of Queensland, Australia. The parties submit to the courts and tribunals having jurisdiction in Queensland, subject to any rights you have to bring a claim elsewhere under applicable law.
14. Contact
For questions, complaints or notices, contact Alpha Cleaning Services through the enquiry form on our website. We will respond using the contact details you provide.