Service Agreement
Last updated: 1 September 2026
These terms are provided as a general guide only and should be reviewed by an Australian lawyer before being relied upon as a formal legal contract.
This Service Agreement sets out the terms between Civic Cleaning (part of Be Better With You Pty Ltd) and our customers for residential cleaning services across Melbourne and surrounding suburbs.
1. About Civic Cleaning
Civic Cleaning provides residential cleaning services across Melbourne and surrounding suburbs, trading as part of Be Better With You Pty Ltd. We use carefully selected plant-based products and professional equipment.
2. Scope of services
We provide residential cleaning services as agreed in your quote. The specific scope of each clean is set out in your quote and this Service Agreement. We do not provide services outside that agreed scope unless additional work is approved.
3. Quotes and estimates
A quote is provided following a property assessment or the information you provide. A quote is an estimate and not a final price — the final price may change based on factors such as the state of the property, the cleaning area, or any additional extras requested. A quote is valid until the expiry date shown.
4. Pricing
Pricing is based on the agreed scope, property size, condition and frequency. Prices are stated in Australian dollars and include GST where applicable.
5. Quote acceptance
A booking is not confirmed until you accept the quote and, where required, accept this Service Agreement. Accepting a quote confirms you agree to the scope and price.
6. Booking confirmation
After quote and agreement acceptance, we confirm your service date and details in writing. A booking is not confirmed until you receive that confirmation.
7. Payment
Payment is arranged directly between you and Civic Cleaning. This agreement does not process online card payments unless a payment method is expressly made available and you choose to use it.
8. Invoices
After a completed service, we issue an invoice with payment instructions and a due date.
9. Unpaid invoices / debt collection
If an invoice is not paid within 14 days of the due date and we are unable to contact you, or you do not agree to pay, we may refer the outstanding amount to a debt collection agency. You may be responsible for any reasonable collection costs in addition to the amount owed.
10. Recurring services
For recurring services, the agreed service terms continue unless the scope, frequency or price changes. We will notify you of any changes in advance.
11. Notice
Any notice of cancellation or rescheduling must be given to Civic Cleaning by phone, email and/or SMS using the contact details provided in your booking confirmation. Notice is taken to be received when we receive your message, not when you send it.
12. Service start window
Your 'service start window' is the agreed arrival time slot communicated in your booking confirmation (for example, 'between 9:00am and 10:00am'). The start of that window is the time from which the 12-hour notice period for cancellation and rescheduling is measured.
13. Cancellation
If you need to cancel a booking, please notify us as early as possible. Cancellations made more than 12 hours before the agreed service start window incur no fee. If you cancel within 12 hours of the agreed service start window, a cancellation fee applies: 25% of the original quoted job value for a first-time clean at that address, or 15% of the quoted fee for any subsequent clean at the same address. Repeated late cancellations may affect ongoing bookings.
14. Rescheduling
If you need to change your cleaning date, you may reschedule free of charge provided you notify us more than 12 hours before the agreed service start window. Reschedule requests made within 12 hours of the agreed service start window may be treated as a cancellation under the cancellation terms above, and the cancellation fee may apply.
15. Call-out fee (same-day cleaning)
A call-out fee of 10% of the total service fee applies to same-day cleaning bookings (bookings requested and scheduled for the same day). This surcharge is in addition to the quoted service price and is included in your invoice.
16. Travel allowance
A travel allowance of $0.50 per kilometre applies to jobs located more than 20km from our head office at 40 Hall St, Melbourne. This allowance covers the additional travel time and cost of reaching properties outside our standard service area, and is added to your invoice. Civic Cleaning may waive this travel allowance at any time at its discretion — for example, where a job is assessed as a 'big job' (a larger or higher-value booking).
17. Access to the property
You must provide safe access to the property for the agreed service. On arrival, our cleaner will attempt to contact the host or property owner to gain access. If the cleaner is unable to make contact within 15 minutes of arriving, the booking will be classified as a cancellation and the cancellation fee may apply.
18. Keys / access codes / lockboxes
You are responsible for providing working access. Please test access details before the appointment and inform us of any changes.
19. Customer responsibilities
Please ensure the property is safe to clean, remove hazards, and secure valuables. Provide clear instructions for any areas requiring special care.
20. Cleaning equipment and supplies
We supply the labour and all cleaning solutions (products). In some cases we may ask you to provide a basic item of cleaning equipment, such as a vacuum cleaner or broom, if one is already available at the property. We will always advise you in advance if this is needed.
21. Utilities (water, gas and electricity)
Civic Cleaning does not cover the cost of water, gas or electricity used during a clean. By booking a service, you agree to allow our cleaners to use the property's electricity, gas and water supply as reasonably required to carry out the agreed cleaning scope.
22. Pets
Please advise us of any pets and secure them if needed for safety and to allow cleaning of relevant areas.
23. Personal belongings and valuables
We take care, but we recommend securing valuables. We are not responsible for valuables left in areas being cleaned.
24. Fragile or specialist items
Please identify fragile or specialist items. We will take care, but some items may require specialist handling we do not provide.
25. Surfaces / materials requiring special treatment
Please advise of surfaces or materials requiring specific products or methods. We are not liable for damage where instructions were not provided.
26. Additional cleaning requested during the service
Additional work requested during a visit may incur additional charges and is subject to availability.
27. Cleaning duration / reasonable completion
Timeframes are estimates. We aim to complete the agreed scope within a reasonable time.
28. Team cleaning / workload
Where a clean is quoted for a set number of hours (for example, 4 hours), we may send more than one cleaner to divide the workload. The total cleaning time provided will still equal the quoted hours — for example, two cleaners for 2 hours each, totalling 4 hours of cleaning.
29. What is excluded from standard cleaning
Standard cleaning does not include deep cleaning tasks, heavy grime removal, biohazards, infestations, or hoarding conditions unless specifically agreed.
30. Deep cleaning
Deep cleaning is a more detailed service agreed in advance and quoted separately from regular cleaning.
31. Oven cleaning
Oven cleaning is available as an add-on unless included in your quote.
32. Interior windows
Interior window cleaning is available as an add-on unless included in your quote. We do not clean exterior windows due to safety concerns and because we do not have the correct equipment for the job.
33. Fridge cleaning
Fridge cleaning is available as an add-on unless included in your quote.
34. Heavy grime / excessive dirt
Where a property requires significantly more work than assessed, we may discuss adjusting the scope or price before proceeding.
35. Biohazards / unsafe conditions
We do not clean biohazards or unsafe conditions. Please advise us of any concerns before booking.
36. Infestations
We do not provide pest or infestation treatment. Please arrange professional pest control where needed.
37. Hoarding / hazardous conditions
We do not clean hoarding or hazardous conditions. Specialist services may be required.
38. Damage reporting
We recommend taking photos of the property before the cleaner arrives and after the cleaner leaves. Please report any damage promptly so we can investigate and respond appropriately.
39. Condition report and photography
We may take photographs during or after a clean to prepare a condition report — a record of the cleaning carried out at your address. These photos may also be used by Civic Cleaning for marketing purposes, such as on our website or social media. We will not photograph or record your address (street number, letterbox or other identifying exterior details) or any personal items, documents, valuables or belongings. By booking a service, you agree to this use of condition report photography on that basis.
40. Pre-existing damage
We are not responsible for pre-existing damage. Please advise us of existing damage before cleaning.
41. Breakages
We take care to avoid breakages. If something is broken during a clean, please contact us promptly.
42. Complaints
We welcome feedback. Please contact us so we can understand and address any concern.
43. Reasonable opportunity to rectify
We ask for a reasonable opportunity to rectify any cleaning issue before further steps are considered.
44. Customer satisfaction / re-clean policy
If an agreed item was missed, contact us promptly after the service. Where appropriate, we will return to rectify. This is not an unlimited free re-clean guarantee.
45. Weather / access / unforeseen events
We may need to reschedule due to weather, access issues or events outside our control.
46. Airbnb / short-stay cleaning
Airbnb and short-stay turnover cleaning is provided to an agreed scope. Turnover time must be realistic for the agreed scope.
47. Linen and laundry arrangements
Unless otherwise agreed, the host provides sufficient clean linen at the property, and we change and present linen as part of the agreed scope. Laundry is a separate service unless explicitly included. Off-site laundry attracts an additional charge. We do not automatically provide bed sheets.
48. Airbnb restocking
Restocking of consumables is separate unless included in your quote.
49. Guest damage
Guest damage or excessive cleaning may result in additional charges if agreed.
50. Airbnb turnover deadlines
Airbnb and short-stay turnover cleaning operates to tight deadlines. You must provide realistic turnover times and access. The cancellation fee applies to every customer, including Airbnb and short-stay hosts: if you cancel within 12 hours of the agreed service start window, the cancellation fee (25% for a first-time clean at that address, or 15% for a subsequent clean) applies, and Civic Cleaning is not responsible for missed guest turnover deadlines or any consequences arising from a late cancellation. We are not responsible for issues caused by unrealistic deadlines or unavailable access.
51. Additional charges
Any additional charges are agreed before being applied where possible, or notified promptly if arising during a service.
52. Use of third-party platforms
Where a booking comes through a third-party platform, that platform's terms may also apply. We will work with you to meet reasonable platform requirements.
53. Liability
Nothing in this agreement excludes, restricts or modifies any right or remedy available under the Australian Consumer Law or other laws that cannot be excluded. Our liability for any failure is limited to the extent permitted by law.
54. Privacy
We handle your personal information in line with our Privacy Policy.
55. Communications
We may contact you about your enquiry, quote, booking and service using the details you provide.
56. Changes to services
We may update our service offerings. Any change to your agreed scope or price is communicated in advance.
57. Termination
Either party may end a recurring arrangement with reasonable notice. We may decline or end a booking where safety, access or conduct is a concern. If a booking is terminated after the cleaner has arrived on site, it will be treated as a cancellation and the cancellation fee may apply.
58. Governing law
This agreement is governed by the laws of Victoria, Australia.
59. Agreement acceptance
Before your first direct booking, we ask you to review and accept the Civic Cleaning Service Agreement. Acceptance may be provided electronically; the method of acceptance is confirmed at booking.