Terms And Conditions

1800 - 318 - 408

TEZ GROUP PTY LTD, ACN 683 567 955, trading as Tez Local Cleaners.

Interpretation

In these Terms and Conditions, the following definitions apply:

“Customer” or “You” means any individual or entity purchasing services from Tez Local Cleaners.
“We”, “Us”, or “Our” means Tez Local Cleaners or any authorised contractor engaged or approved by Tez Local Cleaners.
“Services” or “Service” means any cleaning or related service requested by the Customer.
“Terms and Conditions” means the terms and conditions contained on this webpage, together with any additional terms agreed to in writing by Us.
“Cleaner” or “Cleaners” means any employee, subcontractor, or authorised representative engaged by Us to perform the Services.
“Heavily Soiled” refers to a condition where dirt, grime, dust, stains, or build-up exceeds the level reasonably expected in a standard residential property.
“Managing Agent” means the property manager, real estate agent, or authorised representative responsible for managing the rental property.
“Property” means the premises at which the Services are to be performed, including any property requiring bond or end-of-lease cleaning.
“Bond Cleaning Standards” means a standard of cleanliness reasonably expected by the Managing Agent in accordance with the applicable Residential Tenancies legislation, sufficient for the release of the rental bond.
“Reasonable Endeavours” means that we have taken all practical and reasonable steps to make an informed decision or deliver the Services based on the information available at the relevant time.

Please Note: By using our services, you acknowledge and agree to be bound by these Terms and Conditions. Tez Local Cleaners reserves the right to amend these Terms and Conditions at any time without prior notice. Any updates or amendments will be published on the Tez Local Cleaners website, and it is your responsibility to review them periodically to remain informed of any changes.

1. Quotations and Pricing:

1.1. The final amount payable by the Customer is calculated based on the total hours worked by the Cleaner.

1.2. Any quotation provided by Tez Local Cleaners is an estimate only and is based on information supplied by the Customer via phone, email, or other communication methods, without a physical inspection of the premises. Unless otherwise stated, quotations remain valid for seven (7) days from the date issued and may be subject to change following inspection of the property.

1.3. If, before or during the provision of the Service, it becomes apparent that the actual cost of completing the Service will exceed the original quotation, Tez Local Cleaners or the assigned Cleaner may offer the Customer the option to:

approve an increased fee to complete the Service in full; or
proceed with a partial Service within the quoted amount, at our sole discretion.

If we are unable to contact the Customer, the Service will conclude at the estimated completion time advised at the time of booking.

1.4. The Customer must advise Tez Local Cleaners at the time of booking if the requested Service relates to an end-of-tenancy or end-of-lease clean.

1.5. Unless otherwise specified, all prices displayed on our website are inclusive of GST, standard cleaning products, equipment, and labour for one Cleaner.

1.6. Additional travel charges may apply for Services located outside a 20km radius of the CBD in Canberra and Melbourne, or outside the town centre of other service areas. The following travel fees apply:

20km–30km: $10 surcharge
30km–40km: $20 surcharge
Over 40km: pricing to be confirmed by office staff

This clause also applies to services referred to under clause 25.4.

1.7. The Customer must provide secure parking where available. Any parking fees must be disclosed at the time of booking and will be payable by the Customer.

1.8. A minimum service charge of $99 applies to all bookings. One room is defined as an area not exceeding 16m². Combined lounge and dining areas may be charged as two rooms. Hallways exceeding 4 metres may be considered one room, while hallways longer than 8 metres may require an on-site quotation.

1.9. Tez Local Cleaners reserves the right to apply additional charges for extra cleaning requirements identified upon inspection. Any such charges will be communicated to the Customer before commencement of the Service.

1.10. Pricing provided over the phone or online is indicative only and cannot be guaranteed until an on-site inspection has been completed.

1.11. Tez Local Cleaners reserves the right to decline any booking request. Any revised pricing will be discussed with the Customer prior to the commencement of work.

1.12. While we will make reasonable efforts to remove stains, Tez Local Cleaners does not guarantee the removal of all stains. Drying times for carpets, upholstery, and other cleaned items may vary depending on ventilation and environmental conditions, and no guarantee is provided regarding drying times.

For upholstery cleaning, each seat is charged individually. A 2.5-seater lounge will be charged as three seats. Prices are subject to change without notice.

1.13. Under our package pricing structure, Customers are charged based on the estimated service duration outlined in the quotation. During the booking, the Cleaner may assist with any cleaning tasks included within the selected package. Additional time requested by the Customer will be charged at a discounted rate of $59 per hour instead of the standard rate of $69 per hour.

1.14. For bookings requested within 24 hours or one business day of the scheduled service time, Tez Local Cleaners will make reasonable efforts to arrange a Cleaner. If we are unable to do so, we may contact the Customer to reschedule or cancel the booking and, where applicable, arrange a refund of any advance payment made.

1.15. Quotations may be revised following inspection of the property if:

a) the condition, cleanliness, or size of the property differs from the information provided by the Customer; or
b) the Customer changes the previously agreed service requirements or provides incorrect or incomplete information at the time of booking.

2. Bookings

2.1. Bookings may be made in person, by telephone, email, or through the Tez Local Cleaners website at Tez Local Cleaners. Online bookings are considered provisional until confirmed by Tez Local Cleaners via phone call, email confirmation, or written acknowledgement.

2.2. A booking may be confirmed by accepting the provided quotation and completing the required payment.

2.3. At the time of booking, the Customer must disclose any known hazards, slippery surfaces, safety risks, excessive dirt, grease, grime, or other conditions at the premises that may affect the provision of the Service.

2.4. All quotations are provided by Tez Local Cleaners in good faith based on the information supplied by the Customer at the time of booking. If any information provided is inaccurate, incomplete, or misleading, Tez Local Cleaners reserves the right to revise the quotation or adjust the Service price accordingly.

2.5. Tez Local Cleaners reserves the right to decline or refuse any booking request at its sole discretion.

2.6. The Customer must notify Tez Local Cleaners at the time of booking of any allergies, sensitivities, or special requirements relating to cleaning products or service arrangements so that appropriate accommodations may be considered prior to the Service.

2.7. Full payment may be required to secure and confirm a booking. We accept cash, Visa, and Mastercard payments. Additional surcharges may apply to credit or debit card transactions.

3. Additions and Amendments

3.1. Any amendments or additions to the agreed Services must be approved by Tez Local Cleaners prior to the scheduled Service time. Additional charges may apply for any approved changes.

3.2. If the Customer requests additional services or variations while the Service is being performed, the Customer must first obtain approval from Tez Local Cleaners. Approval of any additional work is at the sole discretion of Tez Local Cleaners and may incur additional charges. All requests for variations must be made directly through the Tez Local Cleaners office, and all related payments must be made to Tez Local Cleaners.

3.3. Once a quotation variation is approved by the customer, the customer agrees to pay the additional amount via the nominated payment method, including credit card or bank transfer, prior to commencement of the additional work.

3.4. If the Customer declines a recommended quotation variation, certain areas or the entirety of any Bond Back Guarantee may become void where the originally quoted scope of work cannot reasonably achieve the required cleaning standard. In such circumstances, Tez Local Cleaners will notify the Customer in person, by phone, or via email.

3.5. If the Customer directly engages, hires, or pays a Cleaner for additional or separate work without the prior knowledge, approval, or authorisation of Tez Local Cleaners, all warranties, guarantees, insurance coverage, and liabilities provided by Tez Local Cleaners will immediately become void in relation to that work.

Direct payments to a Cleaner, including payments made by cash, bank transfer, credit card, goods, services, or any other form of compensation, without authorisation from Tez Local Cleaners, are strictly outside the scope of Our services and responsibilities.

In such circumstances:

Tez Local Cleaners will not be liable for any disputes, damages, claims, or issues arising from the unauthorised arrangement;
any post-service concerns must be resolved directly between the Customer and the Cleaner; and
Tez Local Cleaners may be unable to disclose Cleaner details due to privacy obligations.

For the purpose of this clause, “directly engage” or “directly hire” means any arrangement where:

the customer negotiates pricing directly with the cleaner;
payment is made directly to the cleaner;
the work was not scheduled or authorised by Tez Local cleaners;
no invoice was issued by Tez Local Cleaners; and
Tez Local Cleaners did not receive payment for the additional or separate work.

4. General

4.1. The Customer must ensure that Tez Local Cleaners’ staff, contractors, and authorised representatives have safe and timely access to the Property at the agreed Service time.

4.2. The Customer is responsible for removing any objects, obstacles, or obstructions that may restrict or prevent access to the Property or impact the delivery of the Services.

4.3. The Customer acknowledges that Tez Local Cleaners invests substantial time and resources in recruiting, screening, training, and retaining its Cleaners. Unless prior written consent is obtained from Tez Local Cleaners, the Customer must not directly or indirectly employ, engage, contract, or solicit any Cleaner introduced by Tez Local Cleaners to provide domestic or related services to the Customer or any associated party during the term of Services and for a period of twelve (12) months following completion of the last Service provided.

4.4. If the Customer breaches clause 4.3, the Customer acknowledges that Tez Local Cleaners may suffer financial loss, loss of business opportunity, administrative costs, and reputational damage. Accordingly, the Customer agrees to pay liquidated damages in the amount of $1,500 for each breach.

4.5. Prior to commencing any Service, the Cleaner may conduct a job safety assessment to evaluate any potential health or safety risks at the Property. For window cleaning services:

Windows between 2 metres and 5 metres in height may be cleaned using extension equipment; and
Windows exceeding 5 metres in height may require specialised equipment at the Customer’s expense.

4.6. The Cleaner may refuse to use, or cease using, any equipment or cleaning products supplied by the Customer if, in the Cleaner’s reasonable opinion, such items pose a risk to health, safety, or property.

4.7. Tez Local Cleaners reserves the right to refuse, suspend, or discontinue the provision of Services where, in the reasonable opinion of the Cleaner or Tez Local Cleaners, the work environment presents a health or safety risk.

4.8. Verbal abuse, threatening behaviour, harassment, intimidation, or physical assault directed towards our staff, contractors, or representatives will not be tolerated under any circumstances. Tez Local Cleaners reserves the right to terminate the Service immediately and pursue legal action where appropriate.

4.9. Tez Local Cleaners reserves the right to cancel a booking where the condition of the Property is deemed unsafe or hazardous to the health, safety, or well-being of our staff, or where access to the Property cannot be provided as agreed. Applicable same-day cancellation fees may apply.

4.10. Tez Local Cleaners reserves the right to reschedule or cancel any Service where:

the property differs materially from the description provided at the time of booking; or
unforeseen circumstances arise that affect the provision of the Service.

4.11. Tez Local Cleaners reserves the right to refuse cleaning of any item, fixture, fitting, or area within the Property where the work may pose a risk to the Cleaner’s safety or may result in damage. Examples include damaged electrical fittings, unsafe structures, or work requiring unsafe access heights.

In such circumstances:

no price reduction or refund will apply;
the customer will be notified; and
any Bond Back Guarantee or related warranty for the affected area or item will be void.

4.12. The Customer acknowledges that certain surfaces, fixtures, fittings, and items may be subject to normal wear and tear, permanent staining, deterioration, corrosion, or long-term build-up that cannot reasonably be restored through standard cleaning methods. Where such conditions are identified, no warranty or guarantee will apply to those affected areas or items.

4.13. The Customer authorises Tez Local Cleaners to take images of the Property before, during, and after the service for quality assurance, documentation, training, operational records, and evidentiary purposes, including recording pre-existing conditions or service limitations where applicable.

4.14. Tez Local Cleaners takes reasonable steps to ensure that all Cleaners have completed police checks and provided supporting documentation as part of the onboarding process. However, Tez Local Cleaners does not independently guarantee the authenticity, accuracy, or ongoing validity of police check certificates supplied by individual Cleaners. To the maximum extent permitted by law, Tez Local Cleaners shall not be liable for any loss, damage, injury, or claim arising from inaccurate, misleading, or fraudulent information provided by a Cleaner.

4.15. Any complaint submitted outside published business hours will be deemed received at the commencement of the next business day. Complaints lodged outside business hours do not entitle the Customer to bypass Tez Local Cleaners’ rectification process or engage third-party services at Tez Local Cleaners’ expense without prior written approval.

4.16. Any separate arrangement, additional work, extra hours, or service variation agreed directly between the Customer and the Cleaner, without the prior written approval of Tez Local Cleaners, falls outside the contractual relationship with Tez Local Cleaners and will not be covered by any warranty, Bond Back Guarantee, refund entitlement, insurance coverage, or claim against Tez Local Cleaners.

6. Bond Return Guarantee

6.1. The Bond Return Guarantee applies only to end-of-lease cleaning services quoted, booked, and completed by Tez Local Cleaners and only to the cleaning tasks expressly included in the accepted quotation and our published inclusions and exclusions.

6.2. The Bond Return Guarantee is strictly a rectification guarantee. It does not constitute a refund guarantee, compensation guarantee, reimbursement guarantee, price reduction guarantee, or guarantee of bond release.

6.3. To make a claim under the Bond Return Guarantee, the Customer must notify Tez Local Cleaners within seventy-two (72) hours of completion of the Service.

6.4. Valid notice must be submitted through Tez Local Cleaners’ official communication channels only, including:

Our office phone number;
official email address;
website contact form; or
any other contact method expressly published by Tez Local Cleaners.

6.5. Contacting, messaging, or notifying an individual Cleaner, contractor, or staff member directly does not constitute valid notice to Tez Local Cleaners and does not activate or preserve any rights under the Bond Return Guarantee.

6.6. A Bond Return Guarantee claim should include, where available:

clear photographic evidence of the alleged issue;
the entry or exit condition report;
the managing agent’s or property manager’s inspection report; and
sufficient details to identify the booking and disputed cleaning items.

6.7. Upon receipt of a valid claim and supporting information, Tez Local Cleaners will assess the complaint and, where appropriate, arrange a return visit to rectify the relevant cleaning issue.

6.8. Tez Local Cleaners must be provided a reasonable opportunity to inspect and rectify any alleged issue before the Customer:

engages a third-party cleaner;
undertakes additional cleaning; or
authorises rectification work by another party.

6.9. The Bond Return Guarantee does not apply to every item or area within the Property. Customers should refer to the published Bond Cleaning Inclusions and Exclusions for a complete list of covered and excluded items. By way of example only, ceilings, garage walls, and deep stains requiring specialist treatment or third-party restoration services are excluded unless specifically included in the quotation.

6.10. If the Customer engages a third-party cleaner, undertakes additional cleaning, or otherwise alters the condition of the Property before Tez Local Cleaners has had a reasonable opportunity to inspect and rectify the issue, the Bond Return Guarantee will be deemed waived. In such circumstances, no refund, reimbursement, credit, or compensation will be payable unless expressly agreed in writing beforehand.

6.11. Tez Local Cleaners is not liable for the cost of any third-party cleaner, contractor, or service provider engaged without prior written approval.

6.12. Any re-clean arranged under the Bond Return Guarantee will be limited to:

the specific cleaning concerns identified in the complaint or inspection report; and
items originally included in the accepted quotation and within our published inclusions and exclusions.

6.13. Complaints submitted outside business hours, on Sundays, or on public holidays will be deemed received on the next business day, provided the complaint was lodged within the required 72-hour period.

6.14. Tez Local Cleaners will use reasonable efforts to assess valid claims and, where applicable, arrange a return visit within one (1) to three (3) business days after receiving all required documentation and information.

6.15. Any complimentary re-clean provided under the Bond Return Guarantee is limited to a maximum of one (1) hour unless otherwise agreed in writing. Additional approved time may be charged at the applicable discounted hourly rate.

6.16. Following completion of a re-clean, any further complaint relating to the same Service must be reported within twenty-four (24) hours of completion of the re-clean. Failing this, the re-clean and original Service will be deemed accepted and completed.

6.17. The Bond Return Guarantee applies only where all amounts owing for the Service have been paid in full.

6.18. Customers acknowledge and agree that the Bond Return Guarantee applies only where Tez Local Cleaners is notified strictly in accordance with these Terms and Conditions within the required 72-hour timeframe.

6.19. The Bond Return Guarantee does not apply to issues arising after completion of the Service due to natural or environmental conditions, including but not limited to:

settled dust;
water marks;
insects;
airflow;
open windows or doors; or
weather conditions.

Customers acknowledge that vacant properties may quickly accumulate dust, marks, or insects, for which Tez Local Cleaners accepts no responsibility after Service completion.

6.20. The Bond Return Guarantee does not cover:

fair wear and tear;
permanent staining;
deterioration;
discolouration;
faulty fixtures;
pre-existing defects; or
issues not reasonably capable of resolution through standard cleaning methods.

6.21. The Customer must ensure that the bond cleaning is scheduled only after:

all furniture, personal belongings, and rubbish have been removed;
the property is fully vacant and unoccupied; and
all maintenance, repairs, painting, pest control, moving activities, and trade work have been completed.

If the Property is not ready for final cleaning at the time of the Service, the Bond Return Guarantee will not apply.

6.22. Tez Local Cleaners will not be liable for any delay, failure, loss, or inability to perform obligations due to circumstances beyond reasonable control, including but not limited to severe weather, flood, fire, power outages, storms, or other force majeure events.

6.23. The Bond Return Guarantee does not apply to areas where Our Cleaners did not have safe, clear, and uninterrupted access during the Service.

6.24. If the scope of work changes or expands before or during the Service and additional time is required, extra time will be charged at the discounted rate of $69 per hour unless otherwise agreed in writing.

6.25. Property inspections should only be conducted after completion of the Service. Tez Local Cleaners is not responsible for concerns raised while cleaning is still in progress.

6.26. Each quotation specifies the maximum number of cleaning hours included. At our sole discretion, we may provide up to one (1) additional hour without charge. Any further time will be charged at the discounted hourly rate unless otherwise agreed in writing.

6.27. The Property must be free of rubbish and unwanted items prior to commencement of the Service, including rubbish located in cupboards, drawers, garages, balconies, and outdoor areas. Rubbish removal is not included unless expressly agreed in writing for an additional fee.

If rubbish or obstructions impact access, service quality, or completion, the Bond Return Guarantee will not apply to affected areas.

6.28. For the Bond Return Guarantee to apply, the Property must be vacant and provide safe, clear, and uninterrupted access to all relevant areas. If items obstruct access, Tez Local Cleaners will clean accessible areas only, and the Bond Return Guarantee will not apply to obstructed or inaccessible areas.

6.29. Where a key collection service was included in the original booking, one complimentary key collection for an approved re-clean will be provided. If no key collection service was originally purchased, a discounted fee of $29 will apply where key collection is required for an approved re-clean.

6.30. Each quotation specifies the maximum cleaning hours included in the Service. If additional time is required to achieve the standard necessary for the Bond Return Guarantee to apply, the Customer must approve and pay for the additional time required.

If the Customer declines additional time, cannot be contacted, or fails to approve the variation, the Service will conclude at the end of the originally quoted hours, and the Bond Return Guarantee will not apply.

6.31. Wall spot cleaning is limited to small, isolated marks only and does not include:

full wall cleaning;
large wall sections;
multiple wall areas throughout the Property; or
stain removal requiring repainting, repairs, or specialist treatment.

For the purpose of this clause, a “spot area” means an isolated mark of approximately 90mm or less in diameter. Customers acknowledge that spot cleaning may not produce a uniform appearance and is not equivalent to repainting or full wall restoration.

6.32. Except for rights that cannot lawfully be excluded under applicable law, Tez Local Cleaners’ sole obligation under the Bond Return Guarantee is to provide a reasonable opportunity to rectify eligible cleaning issues in accordance with these Terms and Conditions.

6.33. Direct Dealings with Cleaners / Unauthorised Variations

If the Customer, without prior written approval from Tez Local Cleaners, directly engages, instructs, contracts with, pays, tips, or otherwise arranges work with a Cleaner or contractor introduced by Tez Local Cleaners, any such arrangement is strictly between the Customer and that individual personally.

Any additional work, changed scope, extra hours, separate services, or special requests arranged directly with the Cleaner or contractor will be treated as outside the original booking and outside the contractual relationship with Tez Local Cleaners.

Tez Local Cleaners accepts no responsibility or liability for:

separately arranged work;
direct payments made to a Cleaner or contractor;
disputes relating to pricing, quality, timing, refunds, reimbursements, damages, or scope of work; or
claims that such work is covered under any Bond Return Guarantee, warranty, re-clean, or service promise offered by Tez Local Cleaners.

Any Bond Return Guarantee or warranty applies only to services quoted, booked, invoiced, and paid for directly through Tez Local Cleaners.

6.34. The Bond Return Guarantee does not apply to any work, variation, additional task, extra hour, or separate arrangement agreed directly between the Customer and a Cleaner or contractor without prior written approval from Tez Local Cleaners.

5. Customer Representations and Warranties

5.1. The Customer must provide and maintain a safe working environment at the Property for the duration of the Service. The Customer acknowledges that Tez Local Cleaners maintains a zero-tolerance policy towards bullying, harassment, verbal abuse, physical abuse, intimidation, discrimination, sexual harassment, racial discrimination, or any other inappropriate conduct directed toward Our Cleaners or representatives.

If, in the reasonable opinion of the Cleaner, any such conduct occurs, the Cleaner may immediately terminate the Service without refund.

5.2. The Customer must ensure that the Cleaner has safe, clear, and unobstructed access to all areas requiring the Service. If the Property cannot be accessed at the agreed time, including where keys are unavailable, or entry cannot be obtained, the Customer agrees to pay a non-access fee of $59 per hour, up to the total quoted value of the booking.

5.3. The Customer must provide access to all necessary utilities and services required for the completion of the Service, including but not limited to:

electricity;
hot and cold water; and
rubbish disposal facilities.

5.4. Unless otherwise agreed in writing, the Customer must provide all standard and necessary cleaning equipment and products required for the Service.

5.5. The Customer warrants that any cleaning equipment, products, or materials supplied by the Customer:

are safe for use;
are in proper working condition; and
have not been tampered with or modified in a manner that may create a safety risk.

5.6. Prior to commencement of the Service, the Customer must notify Tez Local Cleaners of any known hazards, slippery surfaces, risks, dangerous conditions, excessive dirt, grease, grime, or other circumstances that may affect the safe or proper delivery of the Service.

5.7. The Customer warrants that they are authorised to access the Property and request the Services.

5.8. If the Customer requires cleaning behind or underneath heavy furniture or appliances, including refrigerators, bookshelves, washing machines, or similar items, the Customer must move such items prior to commencement of the Service unless otherwise agreed in writing.

5.9. The Customer must secure or remove all fragile, delicate, breakable, valuable, sentimental, or irreplaceable items prior to commencement of the Service, including but not limited to:

cash;
jewellery;
artwork;
antiques;
collectibles; and
sentimental possessions.

5.10. The Customer must remain reasonably contactable at all times during the Service, including at least one (1) hour prior to the scheduled commencement time.

If Tez Local Cleaners is unable to contact the Customer, we may continue the Service using reasonable judgment based on the information available. Failure to remain contactable may result in incomplete work and may void any applicable warranty or guarantee.

If a return visit is required due to the Customer being unavailable or unreachable, additional charges may apply based on the time required at the Property.

The Customer is solely responsible for ensuring access to the Property is available to the Cleaner.

5.11. Key collection arrangements may be agreed in writing via SMS or email and may incur additional charges depending on the distance between the key collection location and the Property.

Key collection fees are calculated in 10km increments based on the shortest route determined by Google Maps and are charged at:

$30 per 10km increment; and
a minimum charge of $40 each way.

5.12. If the Customer requires Cleaners to clean behind or underneath heavy items, including refrigerators, stoves, washing machines, bookshelves, or other items exceeding approximately 3kg in weight, the Customer must move those items prior to commencement of the Service at the Customer’s own risk and expense, unless otherwise agreed in writing.

If heavy items are not moved prior to the Service, any Bond Back Guarantee or warranty relating to those obstructed areas will be void.

5.13. Prior to commencement of the Service, the Customer must remove or secure all personal belongings, including furniture, artwork, jewellery, valuables, and fragile items.

While Tez Local Cleaners will exercise reasonable care during the provision of Services, Tez Local Cleaners accepts no liability for damage to items that remain within active cleaning areas during the Service.

5.14. General cleaning, deep cleaning, and builders cleaning services do not include any complimentary re-clean unless otherwise agreed in writing or paid for separately.

Where practical, the Customer is encouraged to inspect the completed work prior to the Cleaner leaving the Property. If the Customer approves the work, or is unavailable to inspect or provide feedback at the completion of the allocated booking hours, the Service will be deemed completed.

7. Price Match Guarantee

7.1. Tez Local Cleaners may, at its sole discretion, offer a price match against valid written quotations provided by competing service providers.

7.2. Any additional services, variations, extra work, or tasks not included in the original price-matched quotation will be charged at Tez Local Cleaners’ standard applicable rates.

7.3. Price matching is subject to the availability of staff, equipment, scheduling capacity, service scope, and service location. Tez Local Cleaners reserves the right to decline a price match request where the requested service cannot reasonably be provided at the quoted rate or at the nominated address.

8. Payments

8.1. By making a booking, the Customer authorises Tez Local Cleaners to securely store and process the Customer’s payment details through Our approved payment gateway for the purpose of processing payments relating to the booked Services.

The Customer must ensure that sufficient funds are available at the time payment is due. Any fees, charges, or penalties arising from failed or dishonoured transactions may be passed on to the Customer.

8.2. Unless otherwise agreed in writing, payment for Services must be made via credit card or bank transfer prior to the scheduled Service date. Full payment is required before commencement of the Service.

8.3. Where payment is made via bank transfer, the Customer must provide remittance advice to Tez Local Cleaners and allow up to three (3) business days for funds to clear.

Failure to provide remittance confirmation or cleared funds at least three (3) days prior to the scheduled Service may result in cancellation of the booking and forfeiture of any applicable booking fee.

8.4. If payment remains outstanding for more than fourteen (14) calendar days from the original invoice date, a late payment fee of $99 may apply for the first month.

Thereafter, additional late payment charges may accrue at a fixed rate of 15% per annum on any outstanding balance until paid in full.

8.5. Tez Local Cleaners reserves the right, at its sole discretion and subject to applicable law, to refer overdue accounts to debt collection agencies and/or credit reporting bodies.

This may include reporting outstanding debts to:

credit reporting agencies;
tenancy databases;
trade reference platforms;
property managers or agents; or
commercial clients in relation to builder’s cleaning services.

The Customer acknowledges that such reporting may adversely affect their credit rating, rental applications, or future ability to obtain credit.

8.6. If payment has not been received in full within fourteen (14) calendar days from the invoice date, Tez Local Cleaners may refer the outstanding account to a debt collection agency for recovery action.

8.7. The Customer acknowledges that continued non-payment may result in legal proceedings being commenced for recovery of the outstanding debt, including recovery of applicable legal costs, interest, and enforcement expenses.

8.8. Once the Service has been completed and Tez Local Cleaners has left the Property, no refund, partial refund, reimbursement, set-off, compensation claim, or chargeback request relating to alleged cleaning deficiencies will be accepted unless:

the Customer has complied with the Bond Return Guarantee process under clause 6; and
Tez Local Cleaners has first been given a reasonable opportunity to inspect and rectify the alleged issue.

8.9. To the extent permitted by law, Tez Local Cleaners reserves the right to disclose information relating to unresolved non-payment matters to relevant business partners, recovery agencies, industry databases, or dispute resolution bodies for the purpose of debt recovery and risk management.

8.10. The Customer acknowledges that initiating a credit card chargeback without:

written approval from Tez Local Cleaners; or
an order or determination from a recognised regulatory or legal authority,

may result in an additional administration fee equal to 23% of the outstanding balance, plus applicable GST.

8.11. Unauthorised chargebacks may also result in the matter being referred to a debt recovery agency, which may adversely affect the Customer’s credit profile or credit score.

8.12. Recovery Costs

The Customer agrees to indemnify and reimburse Tez Local Cleaners for all reasonable costs and expenses incurred in recovering outstanding amounts owed under these Terms and Conditions.

Such recovery costs may include, but are not limited to:

debt collection agency fees;
legal fees on a solicitor-client basis;
recovery commissions;
process server fees;
tracing and location search costs; and
other enforcement or recovery-related expenses.

8.13. Any goodwill gesture, discount, voucher, refund, credit, or promotional adjustment provided by Tez Local Cleaners is offered entirely at our discretion, does not constitute an admission of liability, and does not create any ongoing entitlement or variation to these Terms and Conditions.

9. Changes and Cancellations

9.1. The Customer may cancel or amend a booking without charge by providing at least seventy-two (72) hours’ notice prior to the scheduled commencement of the Service.

9.2. If a booking is cancelled or amended within seventy-two (72) hours but more than twenty-four (24) hours before the scheduled Service time, a cancellation or amendment fee of $100 may apply.

9.3. If Tez Local Cleaners is unable to access the Property at the scheduled time due to the Customer’s failure to provide access, attendance, keys, or entry instructions, and the Service cannot proceed, the Customer will be charged a cancellation fee equal to the full quoted amount for the booking.

9.4. Once the Service has commenced, the Customer may not cancel, reduce, amend, or extend the booking without the prior approval of Tez Local Cleaners. Any approved changes may incur additional charges.

9.5. The service agreement relating to a booking will conclude once the booked Services have been completed.

9.6. If the assigned Cleaner is unable to complete a confirmed booking, whether in whole or in part, Tez Local Cleaners will use reasonable efforts to arrange a replacement Cleaner or reschedule the booking to a mutually suitable time.

If Tez Local Cleaners is unable to provide a suitable replacement or alternative appointment, the Customer may cancel the booking without charge.

9.7. Tez Local Cleaners reserves the right to reschedule or cancel any booking where:

the property materially differs from the description provided at the time of booking in size, condition, or scope; or
unforeseen circumstances arise that prevent the safe or practical completion of the Service.

9.8. If the Customer cancels or materially amends the booking after the Cleaner has arrived onsite or after the Service has commenced, the Customer will be liable for the full quoted amount of the Service.

9.9. If the Customer cancels or materially amends the booking within twenty-four (24) hours of the scheduled Service time, the Customer will be liable for a cancellation fee equal to the full quoted amount of the Service.

10. Indemnity and Liability

10.1. General Indemnity
The Customer agrees to indemnify and hold harmless Tez Local Cleaners, its directors, employees, contractors, agents, and associated entities against any claim, loss, liability, damage, cost, expense, or legal proceeding arising from:

the Customer’s breach of these Terms and Conditions; or
any act, omission, negligence, or unlawful conduct by the Customer or any person acting on the Customer’s behalf.

10.2. General Limitation of Liability
To the maximum extent permitted by law, Tez Local Cleaners excludes all liability for any direct, indirect, incidental, special, punitive, or consequential loss or damage arising from:

use of, reliance on, or inability to use Our website, mobile applications, or online content; or
any interruption, error, omission, or inaccuracy associated with such platforms or content.

10.3. Cleaning Services Liability
To the extent permitted by law, Tez Local Cleaners will not be liable for any loss, damage, personal injury, death, property damage, expense, delay, or consequential loss arising out of or connected with:

the provision of cleaning services;
any delay or failure in service delivery; or
the acts or omissions of Cleaners or contractors.

10.4. Information Accuracy
The Customer acknowledges that certain website content, reviews, comments, blogs, or informational material may be contributed by third parties or users. Tez Local Cleaners does not warrant the accuracy, completeness, reliability, or currency of such information and accepts no liability arising from reliance on it.

All website content is provided for general informational purposes only and does not constitute professional advice.

10.5. Website and Quote Disclaimer
Tez Local Cleaners does not warrant the accuracy, adequacy, or completeness of any information contained in quotations, website content, marketing materials, or communications.

To the maximum extent permitted by law, Tez Local Cleaners excludes liability for any loss, damage, cost, expense, or claim arising from reliance on such information.

10.6. Service Performance Disclaimer
Tez Local Cleaners accepts no liability for any aspect of the Services beyond obligations that cannot lawfully be excluded, including but not limited to:

service descriptions;
service outcomes;
timing;
availability; or
performance of individual Cleaners or contractors.

10.7. Cleaner Responsibility
The Customer acknowledges that individual Cleaners and contractors are responsible for carrying out the Services allocated to them. Tez Local Cleaners makes no warranty regarding the suitability, performance, availability, or capability of any Cleaner beyond applicable legal obligations.

10.8. No Implied Warranties
Except for rights and guarantees that cannot lawfully be excluded under applicable consumer law (“Non-Excludable Rights”), all Services are provided on an “as is” and “as available” basis without any express or implied warranties.

To the extent permitted by law, Tez Local Cleaners expressly disclaims all implied warranties, including but not limited to:

merchantability;
fitness for a particular purpose;
satisfactory quality; and
non-infringement.

10.9. Disputes Between Customers and Cleaners
Tez Local Cleaners is not obligated to participate in, mediate, or resolve disputes between Customers and individual Cleaners or contractors, although We may choose to assist at Our sole discretion for customer service purposes.

10.10. Limitation of Financial Liability
To the maximum extent permitted by law, Tez Local Cleaners’ total aggregate liability arising from or connected with any Service, whether in contract, tort (including negligence), statute, equity, or otherwise, will not exceed the lesser of:

AUD $500; or
the total amount paid by the Customer to Tez Local Cleaners for the relevant Service within the twelve (12) months preceding the claim.

10.11. Exclusion of Incidental Losses
The Customer agrees that Tez Local Cleaners will not be liable for any incidental, indirect, or consequential losses arising from the provision of Services, including but not limited to:

rental expenses;
accommodation costs;
bond deductions;
business interruption;
lost income; or
consequential financial losses.

10.12. Property Damage Disclaimer
Tez Local Cleaners exercises reasonable care in engaging and assigning professional Cleaners. However, to the maximum extent permitted by law, Tez Local Cleaners excludes liability for any property damage arising during or in connection with the provision of Services, whether caused directly or indirectly by a Cleaner, contractor, or third party.

By engaging Our Services, the Customer acknowledges and agrees that:

Tez Local Cleaners is not responsible for accidental damage unless liability cannot lawfully be excluded;
the Customer must report any alleged damage within twenty-four (24) hours of completion of the Service; and
Tez Local Cleaners may, at its sole discretion, assess the claim and determine an appropriate resolution.

Where Tez Local Cleaners accepts responsibility for a valid damage claim, any remedy may be limited to:

repair of the damaged item; or
reimbursement of the item’s depreciated market value,

up to any maximum amount permitted under the applicable service agreement or insurance policy.

11. Exclusions and Limitations

11.1. To the maximum extent permitted by law, any liability of Tez Local Cleaners arising in connection with the Services is limited, at Tez Local Cleaners’ sole discretion, to the re-supply or rectification of the relevant Service.

Tez Local Cleaners will not be liable for any loss, damage, expense, delay, or claim arising from the following circumstances.

11.2. Failure to complete or provide the Service due to the Customer’s breach of these Terms and Conditions, including but not limited to failure to provide:

safe access to the Property;
necessary utilities or services;
suitable cleaning equipment or materials where required; or
a safe working environment.

11.3. Any damage, loss, or issue caused by defective, unsafe, unsuitable, or improperly maintained cleaning products, materials, or equipment supplied by the Customer.

11.4. Failure or refusal to provide or complete the Service where the Cleaner reasonably determines that health or safety risks exist at the Property.

11.5. Any loss, delay, damage, or inability to perform Services arising from events beyond the reasonable control of Tez Local Cleaners, including but not limited to:

natural disasters;
severe weather events;
power outages;
acts of government;
industrial disputes;
pandemics; or
other force majeure events.

11.6. Failure to complete the Service due to any act, omission, interference, obstruction, or conduct of the Customer or any third party present at the Property during the Service.

11.7. Existing stains, permanent marks, damage, deterioration, wear and tear, or ingrained dirt that cannot reasonably be removed through standard cleaning processes.

11.8. Any pre-existing fading, wear, fabric deterioration, discolouration, or surface imperfections that become more apparent following cleaning.

11.9. Any loss of or damage to:

fragile items;
valuables;
antiques;
sentimental items; or
personal belongings remaining within active cleaning areas during the Service.

11.10. Any locksmith charges, replacement key costs, or access-related expenses, unless the loss of keys was directly caused by Tez Local Cleaners or its authorised Cleaner.

11.11. Except as expressly provided in these Terms and Conditions, all implied warranties, guarantees, representations, and conditions relating to the quality, suitability, fitness, or condition of the Services are excluded to the fullest extent permitted by law.

11.12. The Customer acknowledges that cleaning outcomes may vary depending on multiple factors, including but not limited to:

the condition of the Property;
the age and type of surfaces or materials;
prior maintenance;
time since last cleaning;
products and equipment used; and
the nature and severity of stains or contamination.

Accordingly, Tez Local Cleaners does not guarantee any particular cleaning outcome unless expressly stated in writing.

11.13. To the maximum extent permitted by law, Tez Local Cleaners excludes all liability, including liability arising from negligence, for any indirect, incidental, special, exemplary, punitive, or consequential loss or damage arising from or connected with the Services or products provided.

This includes, but is not limited to:

loss of income;
business interruption;
loss of opportunity;
loss of rental income;
bond deductions; or
consequential financial losses.

11.14. If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable in any jurisdiction, that provision will be severed to the extent necessary without affecting the validity or enforceability of the remaining provisions.

11.15. Any waiver by Tez Local Cleaners of a right or remedy under these Terms and Conditions on one occasion does not constitute an ongoing waiver of that or any other right or remedy.

12. Acceptance

12.1. By accessing or using this website, mobile application, or booking any Service provided by Tez Local Cleaners, the Customer acknowledges and agrees to be bound by these Terms and Conditions.

12.2. You must not access, use, or make a booking through this website or mobile application if:

a) you are not legally capable of entering into a binding contract with Tez Local Cleaners;
b) you are prohibited from entering into contractual arrangements under any applicable law; or
c) you do not agree to these Terms and Conditions.

In such circumstances, you must immediately cease using the website, mobile application, and Services.

12.3. By accepting these Terms and Conditions, the Customer acknowledges and agrees that:

the terms are fair and reasonable;
the customer has had sufficient opportunity to review and understand the Terms;
the customer enters into the agreement voluntarily and without duress; and
no unfair bargaining power, coercion, or unconscionable conduct exists in relation to acceptance of these terms.

12.4. If the Customer does not understand any part of these Terms and Conditions, the Customer should seek independent legal advice before using the website, mobile application, or Services provided by Tez Local Cleaners.

12.5. Use of this website, mobile application, and associated content is entirely at the Customer’s own risk. All content, functionality, and services available through the website or mobile application are provided on an “as is” and “as available” basis, without any express or implied warranty, guarantee, or representation, except where such rights cannot lawfully be excluded.

13. Complaints

13.1. Any complaint relating to the Services must be submitted in writing to Tez Local Cleaners via email at support@tezlocalcleaners.com.au.

13.2. Complaints must be lodged within twenty-four (24) hours of completion of the Service and must include:

the Customer’s full name;
contact details;
the date of the Service;
a detailed description of the complaint;
any relevant photographs, documents, or supporting information; and
the resolution sought by the Customer.

Failure to provide sufficient information may delay the assessment or resolution of the complaint.

13.3. Tez Local Cleaners will use reasonable efforts to provide an initial response to complaints within one (1) to three (3) weeks of receiving all required information.

13.4. The Customer acknowledges that they have had the opportunity to review and follow Tez Local Cleaners’ complaints procedure as published on our website.

If the Customer fails to follow the required complaints process, Tez Local Cleaners reserves the right, at its sole discretion, to:

decline the complaint;
refuse further investigation; or
take no further action.

Where a complaint is resolved through an agreed outcome, Tez Local Cleaners may close the matter and retain records of the complaint and resolution for quality assurance and continuous improvement purposes.

14. Social Media

14.1. While Tez Local Cleaners takes reasonable steps to protect information submitted through Our website and online platforms, We do not guarantee the security, reliability, or uninterrupted operation of any website, platform, or electronic communication system, including protection from viruses, malware, or unauthorised access.

14.2. Where Tez Local Cleaners operates, hosts, manages, or is referenced on any social media platform, review platform, website, or online forum, the following terms apply:

(a) Responsibility for User Content

The Customer is solely responsible for any reviews, comments, posts, images, videos, messages, tags, or other content submitted, uploaded, published, or shared online relating to Tez Local Cleaners.

To the maximum extent permitted by law, Tez Local Cleaners:

accepts no liability for user-generated content;
does not endorse or approve any third-party content; and
reserves the right to remove, report, moderate, request removal of, or refuse publication of any content at its sole discretion and without notice.

(b) Customer Obligations

The Customer agrees that any content submitted or published in relation to Tez Local Cleaners will:

(i) comply with all applicable laws and regulations;

(ii) not contain any material that is:

unlawful;
false or misleading;
defamatory;
abusive;
obscene;
offensive;
sexually explicit;
violent;
threatening;
harassing;
discriminatory;
fraudulent;
deceptive; or
otherwise inappropriate or harmful;

(iii) not infringe any intellectual property rights, privacy rights, confidentiality obligations, publicity rights, or other legal rights of any person or entity;

(iv) not contain unauthorised advertising, spam, commercial promotion, or misleading marketing activity;

(v) not contain malicious code, viruses, malware, or material capable of causing harm to any person, system, or device;

(vi) only include content for which the Customer has obtained all necessary permissions and consents from any identifiable individuals or rights holders; and

(vii) be the Customer’s original work or lawfully authorised content.

(c) Indemnity

The Customer agrees to indemnify and hold harmless Tez Local Cleaners and its related entities, employees, contractors, and representatives against any claim, loss, liability, damage, expense, or legal cost arising from:

content published by the Customer; or
any breach of this clause by the Customer.

14.3. The Customer must not publish or distribute any review, post, comment, or online content concerning Tez Local Cleaners that:

is false, misleading, defamatory, malicious, or unlawful;
infringes any legal rights;
contains abusive, threatening, discriminatory, or offensive material; or
is intended to unfairly damage the reputation, business operations, or commercial interests of Tez Local Cleaners.

Nothing in this clause limits the Customer’s right to leave a genuine review or exercise any rights protected under applicable consumer protection laws.

14.4. Tez Local Cleaners reserves the right to take appropriate legal action in relation to unlawful, defamatory, misleading, malicious, or damaging online content where permitted by law, including seeking compensation for reputational or commercial harm suffered as a result of such conduct.

15. Privacy and Data Security

15.1. Minimal Data Collection and Storage

15.1.1. Tez Local Cleaners collects and stores only the personal information reasonably necessary to provide and manage its Services effectively. This may include:

names;
contact details;
property addresses; and
service-related information.

Tez Local Cleaners does not directly store sensitive payment information such as full credit card details. Payment transactions are processed securely through authorised third-party payment providers, including Stripe.

15.2. Liability for Data Breaches

15.2.1. Tez Local Cleaners takes reasonable technical, administrative, and organisational measures to protect personal information from unauthorised access, misuse, loss, disclosure, or alteration.

15.2.2. Despite these measures, no electronic storage or transmission system can be guaranteed completely secure. To the maximum extent permitted by law, Tez Local Cleaners excludes liability for any loss, damage, or inconvenience arising from:

cyberattacks;
hacking;
unauthorised access;
data breaches;
technical failures; or
human error by employees, contractors, suppliers, or third-party service providers.

15.3. Third-Party Service Providers

15.3.1. Tez Local Cleaners may use third-party platforms and service providers, including customer relationship management systems and payment processors, to facilitate the provision of Services.

These providers maintain their own privacy policies, security protocols, and terms of use, and Tez Local Cleaners is not responsible for any acts, omissions, breaches, or failures occurring within third-party systems or platforms.

15.3.2. By using Our Services, the Customer acknowledges and agrees that their information may be processed by authorised third-party providers in accordance with the providers’ own terms and privacy policies.

15.4. Human Error

15.4.1. While Tez Local Cleaners aims to minimise administrative and operational errors, the Customer acknowledges that human errors may occasionally occur.

Tez Local Cleaners will take reasonable steps to investigate and rectify errors where appropriate, but excludes liability, to the extent permitted by law, for any direct, indirect, incidental, or consequential loss arising from such errors.

15.5. Reporting and Mitigation

15.5.1. In the event of an actual or suspected data breach, Tez Local Cleaners will take reasonable steps to:

investigate the incident;
minimise potential harm; and
notify affected parties where required under applicable law.

15.5.2. Customers are encouraged to promptly report any suspected security incident, unauthorised access, or privacy concern to Tez Local Cleaners to enable appropriate investigation and response.

15.6. Indemnity

15.6.1. To the extent permitted by law, the Customer agrees to indemnify and hold harmless Tez Local Cleaners against claims, losses, liabilities, damages, or expenses arising from:

the Customer’s misuse of the website or Services;
unauthorised access caused by the Customer’s conduct; or
breaches of security attributable to the Customer.

15.7. Data Security Measures

15.7.1. Tez Local Cleaners employs a range of commercially reasonable security measures designed to protect personal information, including:

encryption technologies;
secure hosting environments;
restricted access controls; and
operational security procedures.

15.7.2. Regular reviews, maintenance, and updates may be conducted to improve security practices and reduce exposure to emerging risks. However, absolute security cannot be guaranteed.

15.8. Customer Responsibilities

15.8.1. Customers are responsible for maintaining the confidentiality and security of any account credentials, passwords, or personal access information associated with the Services.

15.8.2. Customers must immediately notify Tez Local Cleaners of:

any unauthorised access to their account;
suspected misuse of personal information; or
any other security concern relating to the Services.

15.9. Legal Compliance

15.9.1. Tez Local Cleaners aims to comply with applicable privacy and data protection laws and regulations. Privacy practices and procedures may be updated from time to time to reflect changes in legal requirements, operational practices, or industry standards.

15.10. Privacy Policy Updates

15.10.1. Tez Local Cleaners’ Privacy Policy explains how personal information is collected, used, stored, and disclosed.

Tez Local Cleaners reserves the right to amend or update its privacy practices and this Privacy and Data Security section at any time. Customers are encouraged to review the Privacy Policy periodically to remain informed of any changes.

15.11. Consent

15.11.1. By:

using the website;
requesting or booking Services; or
providing personal information to Tez Local Cleaners,

the customer consents to the collection, storage, use, and disclosure of their information in accordance with these terms and conditions and Tez Local Cleaners’ Privacy Policy.

By continuing to use the Services, the Customer acknowledges and accepts these Privacy and Data Security terms.