Customer terms

Terms & Conditions

Effective: 17 September 2026

1. Quotes, pricing and bookings

A website enquiry is not a confirmed booking. A booking is confirmed when we accept it and confirm the date, service scope and price in writing.

Published website prices are indicative unless expressly stated to be fixed. Quotes are based on the information you provide and may change if the property size, condition, access requirements, selected extras or requested work differs materially from that information. Prices include GST unless stated otherwise.

We may request photographs, a short video walkthrough or further details before confirming a quote.

2. Payment

Unless we agree otherwise in writing, full payment is required 24 hours before the scheduled cleaning appointment. We do not currently use pre-authorised card holds as our standard payment method.

If payment is not received by the required time, we may place the booking on hold, reschedule it or cancel the appointment. If we cancel because required payment has not been received, any applicable cancellation charge will be limited to the amount disclosed in these Terms and to the extent reasonable in the circumstances.

3. Cancellation and rescheduling

You may cancel or reschedule without a cancellation fee where you give us more than 24 hours’ notice before the scheduled appointment.

If you cancel, reschedule or materially change the booking with less than 24 hours’ notice, a fee equal to 30% of the booked service price may apply. This reflects the reserved time and reasonable costs associated with the booking.

If we attend and cannot reasonably proceed because access is unavailable, the property is materially different from the information provided, the conditions are unsafe, or you decline a reasonable revised scope or price required before work begins and choose to cancel, a 30% cancellation fee may also apply.

If we cancel for reasons within our control and cannot agree on a replacement time, we will refund any amount paid for services not provided.

4. Arrival window

Scheduled arrival times are subject to an arrival window of up to one hour. Traffic, previous jobs, building access and other operational factors may affect arrival time. The arrival window does not reduce the agreed cleaning scope or service time where the booking is time-based.

We will make reasonable efforts to notify you of a material delay.

5. Access to the property

You must provide safe and timely access to the premises. Where you will not be present, we recommend a key safe, lockbox, an agreed secure hidden-key location, building concierge arrangement or another agreed secure access method.

For security and operational reasons, we do not recommend routinely handing physical keys directly to individual cleaning professionals. If you choose to provide a physical key, access arrangements must be agreed in advance.

If we cannot gain access within a reasonable period after arrival, the booking may be shortened or treated as a late cancellation and the 30% fee may apply.

6. Parking and access costs

Unless expressly included in your quote, paid parking, tolls, building access charges or similar third-party costs are additional. Where practical, we will tell you about expected parking costs in advance. Actual reasonable parking costs may be added to the booking.

7. Scope of service and what is not included

We will perform the tasks listed in the accepted quote or booking confirmation with due care and skill. Tasks not listed are excluded unless we agree to add them.

Unless specifically included in writing, our standard services do not include:

• carpet steam cleaning;
• external window cleaning or exterior building washing;
• specialist mould remediation;
• pest control or fumigation;
• biohazard or specialist contamination cleaning;
• hoarding remediation or removal of excessive rubbish;
• repair, maintenance, restoration or stain removal that requires specialist treatment;
• moving items that cannot be moved safely by the cleaner;
• unsafe or high-access work requiring equipment or methods outside the agreed service; or
• work that would expose the cleaner to an unreasonable health or safety risk.

8. Arrival review, unpredictable conditions and changes to scope

Cleaning requirements can be difficult to assess accurately before seeing a property. On arrival, we may review the condition and compare it with the information supplied when the booking was made.

If the property is materially more soiled, larger, more cluttered, less accessible or otherwise outside the booked scope, we will explain the available options before additional work begins. Depending on the circumstances, we may:

• revise the quote;
• reduce or prioritise the scope to stay within the original booking;
• with your agreement, convert the booking to an hourly clean at a rate disclosed before work starts;
• reschedule the service; or
• decline work that is unsafe or outside our reasonable operational capacity.

If you do not agree to a reasonable revised option and choose to cancel after attendance, the 30% cancellation fee may apply.

9. Client conduct and safety

You must provide a reasonably safe working environment and treat our staff and independent cleaning professionals respectfully.

We may stop, refuse, suspend or cancel a service if a cleaner is exposed to aggressive, abusive, threatening, discriminatory or sexually inappropriate behaviour; illegal activity; uncontrolled animals creating a risk; unsafe equipment or surfaces; hazardous substances; or any other material health or safety concern.

You must tell us before the service about known hazards, delicate surfaces, unstable fixtures, significant mould, pest infestation, bodily-fluid contamination, needles or sharps, or any circumstance that may affect safe service delivery.

10. Biological risks and pest infestation

Alpha Clean does not provide specialist biohazard, infection-control, pest-remediation or fumigation services.

If a property contains human or animal waste beyond ordinary domestic conditions, blood or bodily fluids, sharps, severe contamination, significant mould requiring specialist remediation, or an active pest infestation that creates a safety or hygiene risk, we may stop or decline the service until specialist treatment has been completed.

If such conditions were not disclosed before attendance, a reasonable cancellation or attendance charge may apply, subject to applicable law.

11. Independent cleaning professionals

Services may be delivered by employees, subcontractors or independent cleaning professionals engaged by Alpha Clean. Unless your booking confirmation states otherwise, your service agreement remains with ALPHA AC 3 PTY LTD ACN 652 223 740 trading as Alpha Clean.

Cleaning professionals are expected to follow the agreed scope, safety requirements and operational procedures. They are not authorised to agree to material changes in price or contractual terms on our behalf unless Alpha Clean confirms the change.

12. Breakage, loss and damage

Please tell us as soon as reasonably possible if you believe an item has been lost or damaged during a service, and provide photographs or other supporting information where available. Prompt notice helps us investigate fairly.

We will assess the circumstances and, where appropriate, may inspect the item, arrange a reasonable remedy, refer the matter to an insurer, or offer to re-perform an affected part of the service.

We are not responsible for loss or damage caused by pre-existing defects, ordinary wear and tear, inherent fragility, poor installation, deterioration, unsafe conditions or inaccurate instructions, except to the extent that we caused or contributed to the loss and liability cannot lawfully be excluded.

13. Valuable and fragile items

Please secure cash, jewellery, medicines, confidential documents, collectibles, heirlooms and other valuable or irreplaceable items before the service. Fragile or delicate items should be removed from cleaning areas or clearly identified to us in advance.

If you ask us to clean or handle a particularly delicate item, we may decline if we reasonably consider the risk of damage too high.

14. Pre-existing damage and surface limitations

Cleaning can reveal pre-existing wear, staining, scratches, corrosion, grout deterioration, damaged seals, loose fittings, paint issues, discolouration, water damage or other defects that were not obvious before cleaning.

Some marks or conditions cannot be corrected through ordinary cleaning and may require repair, replacement or specialist treatment. We do not accept responsibility for pre-existing damage or permanent conditions that cleaning cannot reasonably remove.

15. Post-clean changes and no ongoing condition warranty

After the service, the property may change because of ordinary use, occupants, pets, dust resettling, weather, ventilation, building works or other factors outside our control.

We do not warrant that a property will remain in the same condition after the service. If you believe an agreed task was not completed with due care and skill, contact us promptly so we can review the concern. Any statutory rights or consumer guarantees continue to apply.

16. End-of-lease cleaning

Our published end-of-lease pricing applies to unfurnished properties unless otherwise agreed. Carpet steam cleaning is not included unless specifically quoted.

End-of-lease cleaning does not guarantee the return of a rental bond or any particular property-manager, landlord or inspection outcome. Those outcomes can depend on matters outside the cleaning scope, including damage, fair wear and tear, maintenance, carpets, pests, mould and tenancy obligations.

17. Before-and-after photographs

We may take limited photographs or short videos before, during or after a service where reasonably necessary for quoting, scope confirmation, quality control, training records, safety, insurance, incident management or dispute resolution.

We will take reasonable steps to avoid capturing personal or sensitive information unnecessarily. We will not publish identifiable photographs for marketing without your consent.

18. Non-solicitation

During your relationship with Alpha Clean and for 12 months after your last service, you agree not to knowingly solicit or directly engage a cleaning professional first introduced to you through Alpha Clean for substantially the same cleaning services outside Alpha Clean, without our prior written consent.

If you wish to directly engage a cleaner introduced through Alpha Clean, please contact us first. To the extent permitted by law, we may seek recovery of reasonable actual losses caused by a breach of this clause. This clause does not prevent a person from responding to general public recruitment that is not targeted at Alpha Clean personnel.

19. Limitation of liability

Nothing in these Terms excludes or limits liability where it cannot lawfully be excluded or limited.

Subject to that, and to the maximum extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable. Our liability is reduced to the extent that your act, omission, inaccurate information, unsafe condition or failure to follow reasonable instructions caused or contributed to the loss.

Where the Australian Consumer Law permits a limitation of remedies for a service, our liability may be limited to supplying the service again or paying the reasonable cost of having the service supplied again.

20. Privacy and data

We collect and use personal information for enquiries, quoting, booking, payment, access coordination, service delivery, quality control, safety, complaints, disputes and normal business administration. Please see our Privacy Policy for more information.

21. Complaints and dispute resolution

If you have a concern, contact us promptly and provide enough information for us to review it. We will try to resolve complaints in good faith through direct discussion.

If a dispute cannot be resolved informally, the parties agree to make reasonable efforts to resolve it before commencing formal proceedings, except where urgent relief is required or a party is exercising a right that cannot lawfully be restricted. Nothing in this clause limits any right to contact a regulator, tribunal or court.

22. Governing law

These Terms are governed by the laws of Queensland, Australia. Subject to any mandatory rights to bring a claim elsewhere, the parties submit to the jurisdiction of the courts and tribunals of Queensland.

23. Severability

If a provision of these Terms is invalid, unlawful or unenforceable, it is to be read down to the extent necessary. If it cannot be read down, it is severed and the remaining provisions continue to apply.

24. Changes to these Terms

We may update these Terms from time to time. The current version will be published on our website with its effective date. Unless required by law or expressly agreed, a material change will not retrospectively alter a booking already confirmed under an earlier version.

25. Contact and feedback

Questions, feedback, complaints or notices can be sent to Alpha Clean through the website enquiry form. Please include enough detail for us to identify your booking or enquiry.