Last updated: August 2026
These Terms and Conditions govern the services provided by J&O Pro Cleaning Solutions ('we', 'us', 'our') to our clients ('you'). By booking our services, you agree to these terms.
1. Introduction
- These Terms and Conditions ('Terms') govern all services provided by J&O Pro Cleaning Solutions ABN 13 694 000 998 ('we', 'us', 'our') to our clients ('you', 'your').
- By booking our services — whether by phone, email, SMS, or online — you confirm that you have read, understood, and agree to be bound by these Terms.
- If you do not agree to these Terms, please do not proceed with a booking.
2. Our Services
- We provide residential and commercial cleaning services including regular house cleaning, end-of-lease/vacate cleaning, deep cleaning, office cleaning, and other services as agreed at the time of booking.
- All services are subject to availability. We will make every reasonable effort to fulfil confirmed bookings.
- We reserve the right to refuse service at our discretion, including where a property poses a health or safety risk to our staff.
- The scope of each service will be agreed upon at the time of booking. Any additional work requested on the day may incur additional charges.
3. Bookings & Payment
- All bookings must be confirmed in writing via email or SMS. Verbal bookings are not binding until confirmed in writing.
- Payment is due on the day of service unless a prior written credit arrangement has been agreed.
- We accept payment by bank transfer (EFT) and cash.
- Invoices unpaid after the due date will incur a late payment fee of 10% of the outstanding invoice total for every 7 days the invoice remains overdue.
- Accounts more than 60 days overdue may be referred to a debt collection agency. The client will be liable for all associated debt recovery costs, including agency fees and legal costs.
4. Cancellation Policy
- More than 48 hours before the scheduled service: No cancellation fee applies.
- 24 to 48 hours before the scheduled service: A cancellation fee of 50% of the booking fee will be charged.
- Less than 24 hours before the scheduled service or same-day cancellations: A cancellation fee of 100% of the booking fee will be charged.
- No-shows (client not present or access not provided at the scheduled time): A cancellation fee of 100% of the booking fee will be charged.
- We reserve the right to cancel or reschedule a booking due to unforeseen circumstances including illness, equipment failure, or extreme weather. In such cases, we will provide as much notice as possible.
5. Bond Back Guarantee
- J&O Pro Cleaning Solutions offers a Bond Back Guarantee on end-of-lease and vacate cleaning services.
- The guarantee applies only when all of the following conditions are met: (a) the full end-of-lease clean package has been booked and paid for in full; (b) no other trades, contractors, or persons have entered or worked in the property after our clean is completed; (c) the property was in a reasonably cleanable condition at the time of service; and (d) the client notifies us in writing of any issues within 72 hours of the completion of the clean.
- If the property manager or landlord is not satisfied with the standard of the clean, we will return to re-clean the specific areas of concern at no additional charge. One (1) complimentary re-clean is included under this guarantee.
- The Bond Back Guarantee does NOT cover: pre-existing damage or staining; stains or marks that cannot be removed using professional-grade cleaning products and standard techniques; areas or items not included in the original agreed scope of work; damage or soiling caused by other trades or persons after our clean; or issues arising from restricted access to areas of the property.
- The guarantee is void if the service has not been paid for in full prior to or on the day of the clean.
6. Access & Safety
- The client must ensure safe, unobstructed access to the property at the agreed time of service. This includes providing keys, access codes, or being present to grant entry.
- All pets must be secured and kept away from areas being cleaned for the duration of the service.
- Our staff reserve the right to refuse to clean in conditions that pose a health or safety risk, including the presence of biohazards, vermin, or unsafe structures.
- We are not responsible for damage caused by pre-existing conditions, faulty fixtures, or items that are not in a sound condition prior to our arrival.
7. Damage & Liability
- Our team takes great care with your property and belongings. In the unlikely event of damage caused by our staff, the client must notify us in writing within 24 hours of the service being completed.
- Our business maintains a comprehensive Public Liability Insurance policy to protect your property against significant accidental damage.
- J&O Pro Cleaning Solutions accepts direct financial responsibility for repairing or replacing items damaged due to the verified negligence or accidental actions of our employed staff during their scheduled working hours.
- Reports must be submitted in writing via email to info@jandoprocleaning.com.au or by phone at 0405 820 190.
- To process a claim, clients must provide clear photographic evidence of the damage and proof of the item’s value (such as a receipt, invoice, or current online replacement cost).
If J&O Pro Cleaning Solutions is found responsible for the damage, we will resolve the issue using one of the following methods, at our sole discretion:
- Repair: We will cover the cost to professionally repair the item to its original condition.
- Replacement: If the item cannot be repaired, we will replace it with a identical item or an equivalent item of equal value, accounting for fair wear and tear.
- Account Credit: For minor or cosmetic damage, we may offer a mutually agreed credit toward future cleaning services.
Policy Limitations and Exclusions - We do not accept liability for damage under the following circumstances:
- Pre-existing Damage: Items that are already broken, cracked, unstable, or structurally compromised prior to our arrival.
- Improper Installation: Floating shelves, heavy mirrors, or artwork that are not securely anchored or properly hung to the wall.
- Unstable Décor: Extremely fragile items, loose fixtures, or top-heavy ornaments displayed without adequate stability.
- Wear and Tear: Natural degradation of old blinds, worn cords, or fragile surfaces that break during normal, standard cleaning manipulation.
- Valuables: We strongly request that highly sentimental, irreplaceable heirloom items, or cash and jewellery be safely stored away prior to our service.
8. Privacy
- We collect and store client information including name, address and contact details for the purpose of providing our services and communicating with you.
- We handle all personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.
- We do not sell, rent, or share your personal information with third parties except as required by law or as necessary to deliver our services (e.g., payment processors).
9. Governing Law
- These Terms are governed by and construed in accordance with the laws of Victoria, Australia.
- Any disputes arising from or in connection with these Terms or our services will be subject to the exclusive jurisdiction of the courts of Victoria.
10. Changes to These Terms
- We reserve the right to update or amend these Terms at any time without prior notice.
- The current version of these Terms is always available on our website. Continued use of our services after any changes constitutes acceptance of the updated Terms.
- Last updated: August 2026.