Terms & Conditions

1. Quotes and confirmed scope

Quotes and estimates are based on the information supplied by the customer. The confirmed booking will state the service, included tasks and agreed extras. SweepAway may revise the price or scope before starting if the property size, condition, access or requested work differs materially from the information provided. Work outside the confirmed scope requires approval and may cost extra.

2. Access and preparation

The customer must provide safe, timely and reasonable access, disclose known hazards, secure valuables and arrange pets appropriately. Delays caused by unavailable keys, concierge restrictions, parking, lift bookings or unsafe conditions may reduce the available cleaning time or require rescheduling.

3. 24-hour satisfaction guarantee

The customer must report an alleged missed area within 24 hours after completion of the service. The report must identify the area and, where practical, include clear photographs. The guarantee applies only to tasks included in the confirmed scope.

For an eligible issue, SweepAway’s remedy is one return visit to re-clean the affected area. The customer must provide reasonable access at an offered time. The guarantee does not provide an automatic refund, discount or full repeat clean. If the customer refuses a reasonable return visit, the guarantee is treated as declined.

4. End-of-lease cleaning guarantee

The guarantee covers eligible cleaning concerns raised by the property manager that relate directly to the confirmed end-of-lease scope. Written feedback must be sent to SweepAway within 24 hours of the final inspection. SweepAway may request photographs or the relevant inspection report before arranging a return visit.

The guarantee is a cleaning rectification promise, not a guarantee that the customer will receive their full rental bond. Bond deductions involving rent, damage, maintenance, rubbish left after the clean, permanent marks, fair wear and tear or services not booked remain outside SweepAway’s control.

5. Exclusions

The guarantees do not cover damage, repairs, maintenance, mould remediation, biohazards, pest activity, permanent staining, discolouration, mineral damage, inaccessible areas, fragile surfaces, new mess created after the service, or items excluded from the quote. Carpet steam cleaning, high-access exterior glass, wall washing and other specialist tasks are covered only when expressly included.

6. Cancellations and rescheduling

Any cancellation or rescheduling conditions will be disclosed before the booking is confirmed. No undisclosed fee will be added after confirmation.

7. Payment

Payment timing, deposit requirements and accepted methods will be confirmed with the booking. Overdue amounts may delay future services. A payment dispute does not remove the customer’s obligation to allow a reasonable rectification visit under an eligible guarantee claim.

8. Australian Consumer Law

Nothing in these terms excludes consumer rights or remedies that cannot lawfully be excluded. These terms operate alongside those rights.