Terms & Conditions

1About these terms

In these terms, “Klean Bean”, “we”, “us” and “our” mean Klean Bean Collective Pty Ltd. “You” and “the client” mean the person or business booking our services. “Services” means the residential, commercial, end of lease, Airbnb turnover, builder’s clean or other cleaning work we agree to perform.

These terms apply to every quote, booking and clean unless we agree something different with you in writing. They work alongside our Privacy Policy, our Exclusion List and our Client Service Agreement, which all form part of this agreement. The Client Service Agreement applies to every clean we perform, including end of lease and specialist services where no separate document has been signed.

2Quotes & estimates

Our online instant estimate is a guide based on the information you give us. The final price may be adjusted once we’ve seen the space, confirmed its size and condition, or if the scope changes on the day. Where this happens, we’ll let you know before any extra work begins.

Written quotes are valid for 30 days from the date we issue them, unless we state otherwise. Quotes assume the home or site is in a reasonable, uncluttered condition and that we have safe, ready access.

3Bookings & scheduling

A booking is confirmed once we’ve agreed a date and service with you. We’ll usually provide an arrival window rather than an exact minute, because travel and earlier jobs can shift slightly. We’ll always do our best to keep you informed if timing changes.

For recurring cleans (weekly, fortnightly or monthly), we’ll hold your regular slot and aim to send the same trusted cleaner where possible. If we ever need to adjust your recurring schedule, we’ll give you as much notice as we can.

4Pricing, GST & payment

All prices are quoted in Australian dollars and include GST. Klean Bean Collective Pty Ltd is registered for GST, and a tax invoice is provided for every clean.

• Payment is due within two calendar days of the invoice being issued, unless we’ve agreed account terms with you in writing (for example, recurring commercial clients).
• A valid payment card is registered with our secure payment provider before your first clean. Any invoice balance still unpaid after the two-day period is charged automatically to that card. Bank transfer is accepted within the two-day period. If the automatic charge fails, the invoice is overdue from that moment and the late payment fee below is applied to it.
• Invoices are issued through our accounting system. For account clients, payment terms are shown on each invoice.
• If an invoice remains unpaid past its due date, a late payment fee of $30 or 10% of the overdue amount, whichever is greater, may be applied. We may also pause future bookings until the account is settled and recover reasonable, legally recoverable costs of collection, including third-party collection costs.
• Raising a concern about a clean does not suspend payment of the invoice. See clause 8 for how concerns are handled.

5Cancellations, rescheduling & lockouts

We hold your time slot and turn away other work to keep it, so notice matters. To be clear:

• 24+ hours’ notice — reschedule or cancel free of charge.
• Less than 24 hours’ notice, or a no-show — a fee of 50% of the quoted clean value applies.
• Lockouts — if our team arrives and can’t safely access the property (no key, no answer, blocked entry, no power or water), they’ll try to contact you and wait up to 20 minutes from the scheduled time agreed at booking. After that, the visit is treated as a late cancellation and the 50% fee applies.
• Unsafe conditions on arrival — if we have to pause, decline or end a clean because of unsafe conditions or threatening, abusive or inappropriate conduct (see clauses 7 and 14), the 50% fee applies, together with payment for any work already completed.

We send a booking reminder by email or SMS before every scheduled clean, so you always know when we’re coming.

We understand life happens. If there are genuine, exceptional circumstances, talk to us — we’ll always try to be reasonable.

6Access, keys & alarms

You’re responsible for giving our team safe and timely access to the property. This can be in person, by lockbox, by key, or by another method we agree in advance.

If you provide keys, access codes or alarm details, we’ll handle them with care and only use them to carry out your clean. Please make sure we have any instructions we need for alarms, pets or parking before the day.

7Our team & conduct

Our cleaners are police-checked and trained to our standards. We use eco-conscious, low-tox products that are effective and safer for your family, pets and the environment. If you have a strong preference about products or surfaces (for example, sealed stone or delicate timber), let us know in advance so we can plan for it.

We expect a safe and respectful environment for our team. We reserve the right to pause or end a clean if a situation becomes unsafe, threatening or abusive, and a cancellation fee may apply in those cases.

8Our satisfaction & re-clean guarantee

We stand behind our work. If you’re not happy with any part of your clean, let us know within 24 hours, identifying the specific task or area and including photos, and we’ll come back and re-clean the items in question at no extra charge.

To honour the guarantee, the re-clean must cover the same areas and condition as the original booking, and the property shouldn’t have been used heavily or cleaned by others in between. Our re-clean is the primary remedy we offer in place of refunds, except where the law requires otherwise (see clause 15).

Completion and our service record

Our team completes a checklist for your package and records a video walkthrough of the property before and after every clean. If you’re present when the clean is finished, you’ll be invited to inspect it with the team leader. Where you confirm you’re satisfied, the clean is approved and accepted as complete: the 24-hour window doesn’t apply and the invoice is payable in full. If you’re not present, we’ll send a completion notice with a link to the end-of-clean video, and the 24-hour window runs from that notice. The before and after video, the completed checklist and any completion confirmation are the record of the service and the condition of the property at completion.

9End of lease & bond cleans

For end of lease (vacate) cleans, our 72-hour re-clean guarantee applies: if your managing agent or landlord isn’t satisfied with the cleaning, send us their written report within 72 hours of the clean and we’ll return to re-clean the flagged cleaning items at no charge.

End of lease cleans are quoted on the property being empty of furniture and belongings unless otherwise agreed. Carpet steam cleaning, pest control and outdoor areas are not included by default — see our Exclusion List.

10What’s included & what’s not

The tasks included in your clean are those described in your chosen package or quote. Some tasks fall outside a standard clean for safety, insurance or practicality reasons — these are set out in our Exclusion List.

Conditional tasks. Some tasks on a package checklist are completed only where the condition is met — for example, the inside of cupboards and drawers (only where they’ve been emptied before we arrive), fridge interiors (on request or where vacated), and items marked “where reachable” or “where accessible”. It’s your responsibility to empty or clear those areas in advance if you’d like them included. A conditional task that couldn’t be completed because the condition wasn’t met isn’t an incomplete clean and doesn’t reduce the amount payable.

Many excluded tasks can still be arranged as a specialist or add-on service. Just ask and we’ll quote it separately.

11Your responsibilities

To help us give you the best result, please:

• Pick up clutter and personal items so surfaces and floors are clear to clean.
• Secure cash, jewellery and any valuable or irreplaceable items before we arrive.
• Let us know about pets, and secure them if needed for their comfort and our team’s safety.
• Ensure running water, power and reasonable parking or access are available.
• Tell us in advance about delicate surfaces, fragile items or areas you’d prefer we don’t touch.

12Valuables & fragile items

For everyone’s peace of mind, our team won’t move or handle high-value, antique, fragile or irreplaceable items (for example artwork, collectibles, heirlooms or the internals of electronics). Please secure these before your clean. We’re not able to accept responsibility for items that weren’t secured as requested.

13Damage, breakage & loss

We take great care in your home or workplace. In the rare event something is accidentally damaged by our team, tell us within 24 hours, in writing, with details and photos, so we can check it against our before and after video and investigate fairly. Damage reported after 24 hours, or without evidence, can’t be verified against the condition at completion.

Where we’re responsible, our liability is limited to the reasonable repair or replacement of the affected item. We’re fully insured with $20 million public liability cover. We aren’t able to accept responsibility for:

• Pre-existing damage, wear and tear, or items already worn, loose or faulty.
• Valuables or fragile items that weren’t secured as requested.
• Damage caused by a defect in the property itself (for example, loose fittings or failing surfaces).

14Health, safety & the environment

The safety of our team and your space comes first. We may pause, reschedule or decline work where conditions are unsafe or fall outside our scope — for example, biohazards, heavy mould, pest infestations, or hazards at height. These situations are covered in our Exclusion List, and we’ll always talk you through the options.

15Liability & your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits or removes those rights.

To the extent permitted by law, and apart from those non-excludable rights, our total liability arising from a clean is limited to re-performing the service or paying the cost of having it re-performed. We aren’t liable for indirect or consequential loss, or for matters outside our reasonable control.

16Photos & marketing

Our team records a video walkthrough and takes photos before and after every clean. These are our quality and service records (see clause 8) and are kept for internal use: service delivery, quality assurance, training and resolving any concern. By booking, you consent to this recording. We won’t publish images that identify you, your family or your address without your separate consent, and we take reasonable steps to avoid capturing people or sensitive belongings. If you have concerns about recording at your property, talk to us before your clean.

17Recurring services & cancellation

New recurring bookings include a minimum initial commitment of two scheduled cleans. After that, your service continues on the agreed schedule until either of us ends it. To end or pause a recurring service, give us at least seven days’ written notice by email. Ending a service with less notice, or before the initial two cleans are completed, attracts a cancellation fee of 30% of the agreed value of one clean. Individual visits remain subject to the cancellation policy in clause 5.

18Complaints & disputes

If something isn’t right, please contact us first — most things are sorted quickly with a conversation and, where needed, a re-clean. Put the concern in writing to info@kleanbeancollective.com.au, naming the specific task or area and attaching photos, within the 24-hour window in clause 8. We’ll acknowledge your concern, check it against our service record, and work with you toward a fair outcome. Any undisputed amount remains payable on the normal terms.

19Privacy

We handle your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. To understand what we collect and how we use it, please read our Privacy Policy.

20Changes to these terms

We may update these terms from time to time to reflect changes in our services or the law. The current version is always the one published on this page, with the “last updated” date shown at the top. The terms that apply to your booking are those in force when you book.

21Governing law

These terms are governed by the laws of Victoria, Australia, and any dispute will be dealt with by the courts of that state.