Klean Bean Collective

General Terms & Conditions of Service

These Terms & Conditions outline the requirements, expectations, and boundaries relating to the provision of cleaning services by Klean Bean Collective (“we”, “us”, “our”).

By booking a service, the client (“you”, “your”) agrees to the following terms.

1. Bookings, Payments & Invoicing

1.1 Payment Terms

• Full payment is required up-front for all first-time and one-off cleans.

• Ongoing clients will be invoiced after service unless otherwise agreed.

• All invoices are due within 7 business days of service completion.

1.2 Pricing

• Prices are based on the scope of work agreed at the time of booking.

• If the condition of the property or scope differs materially from what was disclosed, we reserve the right to:

  • adjust the price, or

  • reduce the scope of work to align with the agreed price.

• Any pricing changes will be communicated prior to proceeding where reasonably possible.

1.3 Late Payments

• Invoices not paid within the due date may result in:

  • follow-up reminders,

  • suspension of future services, or Late Fee

  • a requirement to move to automated payment collection for future cleans.

2. Cancellations, Reschedules & Access Issues

2.1 Cancellations

• Cancellations or reschedules must be made at least 48 hours prior to the scheduled service.

• Cancellations within 48 hours incur a 50% cancellation fee.

• Same-day cancellations, denied access, or no-shows incur a 100% service charge.

2.2 Access & Utilities

• The property must have safe access, electricity, and running water at the time of service.

• If power is unavailable or wait time exceeds 20 minutes, a No Electricity / Access Fee may apply, and the service may be forfeited.

3. Service Guarantee & Re-Clean Policy

We take pride in delivering a high standard of cleaning and stand by the quality of our work.

3.1 Reporting Concerns

• Any concerns must be reported within 24 hours of service completion.

• Concerns raised outside this timeframe may not be eligible for rectification.

3.2 Rectification

• In accordance with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), we will offer to return and rectify any reasonable issues within a reasonable timeframe.

• If access for rectification is refused, the service will be deemed accepted and payment remains due in full.

3.3 Free Re-Clean Eligibility

A free re-clean may be offered where:

• the issue is reported within 24 hours;

• the concern is deemed reasonable; and

• before-and-after photos (used for internal quality control) support the claim.

If a re-clean is not feasible due to scheduling constraints, a partial refund may be considered at our discretion.

4. Client Responsibilities

Clients agree to:

• provide a safe, hazard-free environment;

• ensure access, power, and water are available;

• disclose any conditions that may affect service delivery.

4.1 Disclosure Obligations

Clients must inform us in advance of:

• mobility, sensory, or accessibility requirements;

• delicate, fragile, or high-value items;

• special cleaning instructions or restrictions.

5. Health & Safety

Our team:

• uses eco-friendly, low-toxicity products where possible;

• wears appropriate PPE and follows safe manual-handling procedures;

• does not perform unsafe or high-risk tasks.

Smoking, vaping, alcohol, or substance use by staff during work hours is strictly prohibited.

6. Service Exclusions

For health, safety, and liability reasons, we do not clean or handle the following unless expressly approved in writing:

6.1 Biohazards

• Blood, bodily fluids, human or animal waste

• Pet litter or infestations

• Needles or medical waste

• Hoarding environments (without prior assessment)

6.2 Mould

• Black mould or extensive mould growth

• Hidden mould behind walls or ceilings

  (Minor surface mildew may be cleaned upon assessment.)

6.3 Fragile or High-Risk Items

• Chandeliers or fixtures above 2 metres

• Ceiling fans

• Antique or irreplaceable items (unless approved)

• Blinds (unless approved)

6.4 Appliances & Electronics

• Behind or under large appliances

• Inside electronics or electrical equipment

6.5 Outdoor & Hazardous Areas

• Roofs, gutters, exterior walls

• Landscaping or garden work

• Construction debris (unless approved)

• Hazardous materials (e.g. asbestos, solvents)

6.6 Lifting Limits

• Single cleaner: maximum 16kg

• Team lift: maximum 25–30kg

7. Accessibility & Special Requirements

We are happy to accommodate reasonable requests such as:

• low-noise preferences;

• sensory sensitivities;

• tailored scheduling.

These must be disclosed at the time of booking.

8. Liability & Damage

8.1 We are not liable for:

• pre-existing damage or wear and tear;

• damage caused by faulty fixtures, poor installation, or unstable surfaces;

• items not disclosed as fragile or high-value

8.2 Client Responsibilities

Clients must secure valuables, breakables, and personal items prior to service.

9. Right to Refuse or Cease Service

We reserve the right to refuse or stop service if:

• conditions are unsafe;

• there is abusive, harassing, or threatening behaviour;

• the scope materially differs from the booking.

Cancellation fees may still apply in these circumstances.

10. Service Access & Pets

• If the client will not be present, access must be arranged in advance.

• Pets must be secured for the duration of the service.

• We are not responsible for escaped pets.

11. Force Majeure

We are not liable for delays or cancellations due to events beyond our control, including but not limited to:

• extreme weather;

• power outages;

• illness or emergencies.

Affected services will be rescheduled as soon as reasonably possible.

12. Governing Law

These Terms & Conditions are governed by the laws of Victoria, Australia, and the parties submit to the exclusive jurisdiction of Victorian courts.