1. Logistics & Property Access – and Your Keys

Do I need to be present during the clean? Absolutely not, we usually start around 6am. Keys can be either:

• Left in your property letterbox or lockbox.

• Dropped at our office, 18/795 Beaufort Street, Mount Lawley (the day before). We have a locked letterbox at the entrance labelled “Reliable Cleaners”.

How does key return collection and drop-off work? – We can leave your keys inside the property meterbox or for an additional fee deliver them to your property management agency.

2. What is the “Expected Standard” of Cleanliness?

Firstly, we supply all our own equipment and products. We work to achieve “Expected Standard”. This is the level of hygiene your property manager requires to approve your move-out and release your bond.

To get you there, our standard package includes:

• Full internal cleaning of all rooms.

• External window cleaning (for windows that can be safely reached).

• Fly-screens brushed clean.

• Cobweb removal around window frames and eaves.

• Pathways around the house cleared with a leaf blower.

Please Note:

Unless you let us know in writing, we will assume this standard is required and will clean to achieve it. If we spot something during the job that is absolutely necessary to pass your inspection, we will proceed with it to save you from stressful, costly call-backs at your expense.

Our service covers deep hygienic cleaning, not restoration. Tasks like removing heavy, years-old calcium scale from glass shower screens/toilets or heavy scrubbing to remove deep scuffs and paint marks from walls fall under restoration and are not included in a standard clean.

3. Our Reliable Workmanship Guarantee

Your peace of mind is our top priority. Our work is fully guaranteed. If your property manager finds anything they feel could have been done better or was missed during their inspection, we will return to the property within 48 hours to rectify it at absolutely no extra cost to you – for this reason we do not participate in partial cleans.

4. Call Backs

We will only return to your property once. If you personally inspect the property, prior to your Property Manager, and believe any items require further attention, we can attend at your request.

However, in the event that your property manager requires further cleaning to your property, this second attendance will incur a surcharge to you.

We guarantee our work with our “Reliable Workmanship Guarantee” and recommend that once you vacate your property, you leave us to work directly with your property manager.

Please Note:

If any other contractors or people enter the property, after we have cleaned. We are not liable for, and do not guarantee, any areas that have been used, including floors, sinks, or any areas of the property.

5. Transparent Pricing

We know your time is valuable, so we don’t do in-person estimates. Instead, we research your property using online photos and the details you provide. We then base our estimated price on the property being in reasonably good condition.

Please let us know when booking if there are areas that will need extra time, products, or equipment.

Additional Charges May Apply For:

• Removal of rubbish or items left behind by tenants.

• Removing stickers, hooks, or adhesives from non-painted surfaces. 
  (Note: For safety, we do not touch adhesives on painted surfaces unless requested in writing).

• Heavy calcium buildup on shower glass.

• Stubborn staining in toilet bowls.

• Excessively dirty walls or deep marks.

• Blinds requiring deep cleaning (such as degreasing, scrubbing, or taking them down to clean) beyond our standard vacuum dusting and wipe-over.

• White goods and appliances (fridges, washing machines, ovens, and dishwashers).

• Any other areas requiring cleaning far beyond “reasonable” condition.

6. Simple Payment Options

To secure your booking date, we require a 50% deposit. We gladly accept:

• VISA / Mastercard

• Direct Deposit / Bank Transfer

• Afterpay

• Bond Deduction : If you prefer the cleaning fee to be deducted directly from your rental bond, your property manager must provide us with written authorization at least 7 days before the clean.
  Please note a 15% surcharge applies to cover the delayed processing time for us to get paid.

7. Getting the Property Ready

To help us do our job efficiently, we just need you to prepare two things:

• An Empty House: Please make sure you have fully moved out (including the garage) by the morning of your clean.We cannot have other people, including removalists or other tradespeople, coming and going while we clean, as this causes delays and can lead to extra hourly costs for you.
• Utilities Active: We absolutely require HOT WATER & ELECTRICITY to be connected at the property. If these are turned off, we have to apply a 60% surcharge to cover the extra time and technical difficulty of cleaning without them.

8. Carpet Care

We clean carpets to the expected standard most of the time using professional steam cleaning and antibacterial treatment. However, we are not carpet stain-removal specialists.

If your carpets have stubborn stains that weren’t there when you moved in, we highly recommend hiring a specialist carpet restorer.

If we are unable to remove deep stains and they weren’t disclosed, your property manager may require a re-clean at your expense (often deducted from your bond). Because of this, we cannot issue refunds for pre-existing or permanent carpet stains.

9. Delicate Items & Fixings

• Fragile Items: For safety reasons, we do not clean extremely fragile light fittings, brittle ceiling-fan covers, or delicate fly-screens that are prone to breaking. We do not clean glass chandeliers.
• Hooks & Adhesives: If you ask us in writing to remove Blu-Tac, stickers, or hooks from painted or delicate walls, we will do our best, but we cannot be held liable for any paint damage. On safer surfaces, we will remove them carefully. Any extra time taken to do so safely may incur a surcharge.

10. Furniture & Pets

• Furnished vs. Unfurnished: By default, our “unfurnished” rate includes the oven and dishwasher, but no other free-standing appliances or furniture. Please let us know if the property is furnished or partly furnished so we can adjust your estimate accurately.
• Furry Friends: We absolutely love dogs and cats, but we cannot clean up after them. Please make sure all pet waste is cleared from the yard and property before we arrive.

11. Cancellation Policy

What happens if I need to cancel or reschedule at the last minute?

We will refund 50% of your deposit if cancellation is within 4 hours of your booking time.