Terms and conditions

By booking a cleaning service with Neatworks Cleaning, operating in Melbourne, Victoria, you acknowledge that you have read, understood, and agree to the following terms and conditions:

Bookings & Payment

  • A non-refundable 20% deposit is required to secure all bookings.

  • The remaining balance is payable immediately upon completion of the service, unless otherwise agreed in writing.

  • Bookings are not confirmed until the deposit has been received.

Cancellations & Rescheduling

  • A minimum of 24 hours’ notice is required to cancel or reschedule any booking.

  • Cancellations, reschedules, same-day cancellations, or failure to provide access within 24 hours of the scheduled service will result in forfeiture of the deposit.

  • Neatworks Cleaning reserves the right to charge the full service fee where significant time or resources have been allocated.

Satisfaction Guarantee

  • Neatworks Cleaning offers a limited satisfaction guarantee.

  • Any issues must be reported in writing within 24 hours of service completion.

  • Where valid, we will re-clean the affected areas once only, at no additional charge.

Exclusions: This guarantee does not apply to pre-existing damage, normal wear and tear, permanent staining, mould, rust, calcium build-up, inaccessible areas, undisclosed rooms or items, or outcomes dependent on third parties (including landlords, property managers, or booking platforms).

End of Lease Cleaning Disclaimer

  • End-of-lease services are completed to a professional cleaning standard; however, bond return is not guaranteed.

  • Final bond decisions are made solely by landlords or property managers under Victorian tenancy legislation.

  • Any additional cleaning requested outside the agreed scope will incur additional charges.

Airbnb & Short-Stay Cleaning

  • Airbnb and short-stay cleaning services are provided strictly in accordance with the agreed checklist at the time of booking.

  • Excessive mess, damage, biohazards, pest issues, or undisclosed conditions may result in additional charges or refusal of service.

Property Access, Safety & Liability

  • Clients must ensure safe, legal, and reasonable access to the property at the scheduled service time.

  • Failure to provide access may be treated as a late cancellation.

  • Neatworks Cleaning is not liable for pre-existing damage, structural defects, faulty fixtures, unsecured items, or issues arising from poor installation.

  • While reasonable care is taken, we accept no liability for indirect or consequential loss.

Right to Refuse or Cease Service

  • We reserve the right to refuse, suspend, or discontinue services where conditions are unsafe, unreasonable, misleading, or in breach of these terms.

Governing Law

  • These terms and conditions are governed by the laws of Victoria, Australia, and you submit to the exclusive jurisdiction of its courts.