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Terms & Conditions

Wilsoncleaning.au is an online platform that allows users to book cleaning services by submitting a booking request. The platform connects customers with cleaners who provide the cleaning services.

Wilson Cleaning Australia operates as an intermediary between users and cleaners, by matching the most suitable cleaner from its database to the users booking request. When the user uses the platform to book a cleaning service, they enter two contractual relationships.

The first contract is with Wilson Cleaning Australia, governing the access to and use of the website in accordance with the terms and conditions of this agreement. The second contract is with Wilson Cleaning Australia as an agent for the cleaner for the provision of cleaning services (“Cleaning Agreement”). The user is deemed to have entered this contract and a contractual relationship with Wilson Cleaning Australia through the making and acceptance of a booking.

  1. Terminology
  • Wherever the term “The Business,” “we,” “Wilson Cleaning Australia PTY LTD.,” or “us,” is mentioned/used, it refers to our business, Wilson Cleaning Australia.
  •  Wherever the term “Customer”, “Client”, “You”, or “Your” is mentioned/used, it refers to the person who accesses the website of the or hires or avails the services offered by Wilson Cleaning Australia.
  • Wherever the term “Cleaners”, “workers”, or “professionals”, “contractors” is mentioned/used, it refers to the people sent by Wilson Cleaning Australia to provide cleaning or other services to the client.
  • All the terms relate to the offer, acceptance, and consideration of payment necessary to undertake the process of our assistance to the Customer in accordance with the terms and conditions stated by Wilson Cleaning Australia PTY LTD.
  1. In these terms, unless the context otherwise requires:
  • “Booking” means the booking made by the user on the website for the provision of cleaning or Other Services.
  • “Booking System” means the online system which enables the user to make a booking.
  • “Cleaning Fee” means the fee, as advised by Wilson Cleaning Australia from time to time, (inclusive of goods and service tax, if applicable) for the Cleaning Services charged and invoiced by Wilson Cleaning Australia
  • “Intellectual Property Rights” means all present and future rights anywhere in the world in relation to copyright, trademarks, designs, patents or other proprietary rights, or any rights to registration of such rights whether existing before or after the user’s access to the Website and/or mobile phone applications.
  • “Site Content” means all material, content and information made available on the Website and/or mobile phone applications including but not limited to written text, graphics, images, photographs, logos, trademarks, and any other forms of expression.
  1. Agreement
  • 3.1 By availing, hiring, or using our services, the customer agrees to bind with these terms and conditions.
  • 3.2 Once the customer has confirmed that he/she wishes to proceed with a written or email booking of our services, a legally binding contract is automatically concluded between the customer and the business on the terms mentioned in the present terms and contracts.
  • 3.3 The business reserves the right to change any of the terms and conditions at any time without the prior consent of the client or any other person. For any updates or changes, it is the duty/responsibility of the client to periodically check the terms and conditions of the business.
  • 3.4 They presumes that at the time of carrying the work, the job site may be unsafe for any common person being slippery etc. In case during the continuation of work or before it finally completed, the customer or any other person entered into the job site without the prior approval of the cleaners or workers and any injury, damage or loss occurred, the is not liable for such injury, damage or loss. Customers are entitled to inspect the property at any time, only with the prior approval of the business, cleaners, or workers.
  1. Changes to the Services or Terms
  • 4.1 Any changes that the customer requests to make to the services to be provided by the business must be agreed in writing by the business prior to the service period.
  • 4.2 If the customer requests any additional services or modifications to the services when the cleaners or workers are performing, the customer must contact the business or cleaners or workers. The business or cleaners or workers will have the discretion to accept or reject the services or modifications requested by the customer. For any modifications, the customer may incur additional charges.
  • 4.3 Acceptance
    • In order to use this Website and make a Booking, you must first agree to the Terms.
    • You accept the Terms by:
    • creating a User Profile; and
    • clicking to accept/agree to the Terms.
    • Notwithstanding clause 4.2, you may not accept the Terms or access the Website if:
    • you are not of legal age to form a binding contract with Wilson Cleaning Australia; or
    • you are a person barred from entering contracts under legislation,
    • In which case, you must immediately leave the Website.
    • By accepting the Terms, you agree that this is clear and unequivocal proof that the Terms are not unconscionable, that there is no unfair bargaining power or position, that there is no duress, and that you have carefully read and understood the Terms.
    • If you do not understand any part of the Terms, you should seek independent legal advice.
  1. Provision of cleaning services
  • 5.1 As agreed between the customer and the business, the cleaning or other services to be provided by the business shall at the address of the property specified by the customer at the time of booking of the services.
  • 5.2 The business agrees to provide services of one or more cleaners at such time and date as mutually agreed between the customer and the business, depending on the services requested at the time of the booking,(online/over phone)
  • 5.3 The business will finish the services requested by the customer in full, but in case the business believes that additional time, work, or additional services is required to do the said work properly, the business cleaner will contact the customer and advise the customer for the additional time/work/services needed to complete the service. If customer agrees, then he/she shall be liable to pay extra for that extra time/work/services. In case the business is unable to contact the customer, then no additional work or services will be taking place and the business will not consider the service to be fully completed, thus the bond back guarantee is not applicable in such case.
  • 5.4 In case of any change in date, time, place or description of the services booked, customer shall notify the said changes to the 24 hours prior to the fixed time of the performance. In case customer fails to do so, the business reserves the right to forfeit 50 % of the advance paid by the customer.
  • 5.5 It is the duty of the customer to specific special or specific instructions to the cleaners, the customer shall clearly specify the same at the time of the booking of the services. No request shall be entertained 24 hours before the initiation of the agreed work.
  • 5.6 The business shall not be liable for any loss or damage for any delay due to the reasons beyond the control of the business. In case, the customer hires more than one service from the business and while performing the one service, the other services got delayed, then the business will not be liable for any loss or damage for such delay.
  1. Changes to the Services or Terms
  • 6.1 Any changes that the customer requests to make to the services to be provided by the business must be agreed in writing by the business prior to the service period.
  • 6.2 If the customer requests any additional services or modifications to the services when the cleaners or workers are performing, the customer must contact the business or cleaners or workers. The business or cleaners or workers will have the discretion to accept or reject the services or modifications requested by the customer. For any modifications, the customer may incur additional charges.
  1. The Client’s / Customer’s responsibilities:
  • 7.1 The customer accepts the following responsibilities:
    • 7.1.1 The customer will provide the cleaner(s) or worker(s) to perform the service with a safe working environment on the job site.
  • 1.2 To arrange and provide the keys of the property and proper access to the cleaners for any cleaning and re-cleaning jobs also to get the keys collected from the cleaners. The business/cleaners will hand over the keys to the authorized person available at the property after the completion of the job or as per the instructions of the customer.
    Note: The cleaners are not supposed to collect and hand over the keys at other locations. In-case if still the customer demands for the collection and delivery of the keys, there will be a conditional charge of $1 per minute for whatever time it requires to provide this service.
  • 1.3 It is the responsibility of customer to be present and inspect the property after the completion of re-cleaning. To check the points as mentioned in the inspection form prepared by real estate’s representative.
  • 1.4 For the purpose of the services, it is the duty of the customer to provide the cleaner(s) or worker(s) unencumbered and unimpeded access to all the areas of the work site necessary for the services.
  • 1.5 It is the duty of the customer to provide the cleaner(s) or worker(s) the access to all the resources required by the cleaner to perform their services, including but not limited to hot water, cold water, electricity, and waste disposal etc.
  • 1.6 The customer at the time of booking impliedly authorizes the business or their cleaner(s) or worker(s) to access and use the premises provided for the services until the cleaner(s) or worker(s) have completed the services.
  • 1.7 The customer is requested to ensure that they pay attention to removing any fragile, delicate, breakable or valuable items, including but not limited to cash, jewelry, artworks, antiques or any valuable items, before the provision of our services begins. In case of any loss to the said items, the business shall not be responsible for any loss.
  • 1.8 If our cleaner(s) are required to clean behind or below any heavy items such as a refrigerator, beds etc., the customer will be required to move these items before service begins. Any items that the customer moves before, during or after our services are provided will be at the sole risk of the customer. If heavy items are not moved, cleaning behind these items will not be the responsibility of our cleaners.
  • 1.9 As far as bond cleaning services are concerned, it is the responsibility of the customer to inform them of the time and date of the inspection of the agent and the key transfer process so that the  or its cleaners can ensure that cleaning can be carried out on time. In case of any delay on the part of the customer, they will charge additional amount to the customer for the delay.
  • 1.10 Pet animals must be removed, locked away or confined to premises to provide a safe workspace for our cleaners. Any damage or injury by pet animals or otherwise to the cleaner(s) or worker(s), the customer shall be personally liable.
  • 1.11 Customer must ensure that the parking space around the premises is within the 50 meters of the premises where the services are to be performed. It is the duty of the Customer to arrange the parking space to park the vehicle of the cleaner(s) or worker(s) before arriving at the given address.

7.2 Our accepts the following responsibilities.

  • 2.1 Wilson Cleaning Australia agrees to provide the customer with the services of our cleaner(s) or worker(s) to perform the duties requested by the customer at the time and date agreed between the  and the customer.
  • 2.2 To provide professionals, trained, and experienced cleaner(s) or worker(s) in the various domestic, commercial, and other cleaning service areas.
  • 2.3 They will Endeavor to provide professional, timely, diligent, and reliable services to the customer.
  • 2.4 The will provide all the cleaning tools, equipment and materials that the cleaner(s) or worker(s) requires to provide the services as agreed with the customer.
  1. Workplace concerns about health and safety
  • 8.1 The business /cleaner(s) reserves the right to carry out a safety risk analysis at any work site prior to start the work or at any time during the work/services. If found any kind of risk to their health or safety, it is their discretion to terminate and leave the premises at any time at their discretion.
  • 8.2 The business/ cleaner reserves the right to refuse or terminate the use of any chemicals or cleaning equipment, either before or during the provision of the service, if the cleaner(s) believes that using such materials or cleaning equipment cause any kind of damages or losses.
  1. Price quotations
  • 9.1 Any quotes given by the business are valid only for a period of 30 days from the date of quotation and the same are estimated based on the data supplied by the customer. Actual prices may differ after inspection/visit of the site.
  • 9.2 Any quotations given at the time of the customer’s inquiry are based on the customer’s description and the price quote may change if on the visit of the property, it is found to be considered bigger than the average house based on the number of usable spaces, such as bedrooms, living areas, toilets, etc.(house size is capped at 27 Sq or 250 m2) Initial quotes given by the  may alter if, upon visiting the estate by our cleaners, the building actually has more rooms or bigger rooms than the number of rooms provided by the customer at the time of the investigation or booking. The difference in prices owing to variation in the number of rooms or size of the rooms of the site must be paid by the customer immediately, otherwise, the provision of facilities will be terminated, and the customer will be charged a termination premium i.e., 50% of the total cost.
  • 3 In case, the business considered during the provision of facilities that the cost of a full service would exceed the original price cited by the business, the business would contact the customer and provide several alternatives. To activate our bond back guarantee, the customer needs to do the following:
  1. Firstly, the customer may choose to pay the extra quantity for a fully finished service.
  2. Secondly, the customer may refuse to pay the extra sum and choose to pay the original cost quote without the business deeming the service to be complete, thereby forfeiting their claim on our bond back guarantee; or
  3. Thirdly, in alternative, the customer may opt to cancel service provision and charge a termination fee of 50% of the complete cost.
  • 4 The customer recognizes that, unless otherwise mentioned, the following services do not include a general bond cleaning service. Additional charges will be incurred if the customer needs extra services to be provided below. Depending on the accessibility of goods and machinery, services may or may not be accessible.
  • Any interior cleaning of furniture.
  • Any cleaning of additional fixtures.
  • Washing or cleaning curtains, blinds, or verticals to remove any stains, marks, or grease (includes dust removal only).
  • Upholstery cleaning.
  • Cleaning of Grout and Tile
  • Treatment of Mould
  • Curtains Cleaning (cleaning of dust only).
  • Wiping or washing of wooden/timber and/or Venetian blinds (Dusting only).
  • Cleaning of Carpets (Steam cleaning only, does not include any removal of stain).
  • Cleaning with high pressure (outside of driveway, house, etc).

10.Spot Cleaning

  • 10.1 Examples of a spot cleaning would be things like some fingerprints, some crayon marks, and some food splatter in the kitchen in one or two fields.
  • 10.2 The main thing to remember is that it should not take more than 10 minutes in total for a spot cleaning of all the walls. A spot cleaning is regarded to be a touch-up and not a complete wall cleaning. If it takes more than 10 minutes or so to have all the walls of the work site, the customer shall be charged extra price for complete wall cleaning.

Damage to property or premises or other than goods:

  • 10.3 If any damage or harm is occurred as a consequence of cleaning or moving our equipment like cleaning equipment or cleaning products etc. in accordance with the instructions of the customer, the shall not be responsible for any such harm or damage. If the customer opt for high pressure wash service, the does not hold the responsibility of any kind of damage to the paint and brokerage of tiles because of high pressure wash.
  1. Stains:
  • 11.1 Customers should understand that after cleaning carpets often do not have a coherent appearance due to wear and tear differences. Before dirt is removed, stains are not always visible, and these stains may not be completely removed. The always strives to deliver excellent results, but there are constraints prevalent to all cleaning activities.
  • 11.2 The Cleaners will try to remove stains, but no guarantee can be given for the removal of any or all the stains, especially the existing dirt, wear and tear, damage or stains that cannot be cleaned or removed completely. Some stains that are considered permanent may not react to any therapy satisfactorily. That’s why we don’t ensure continuous stain removal.
  • 11.3 The cleaners will put all the efforts required in cleaning the carpets, but if there is any old smell or odour in the carpets or rugs the  does not provide any guarantee for removal of any kind of old smell or odour.
  1. Fabric Stain Removals:
  • 12.1 The Cleaner shall not be liable to reimburse or to refund for any damage in the following cases:
    • 12.1.1 At Wilson Cleaning Australia , we do not offer a 100% stain removal claim/promise/guarantee, although we try our best to completely remove the stains.
    • 12.1.2 The entire removal of the stain depends on the age & type of stain as well as the age & type of fabric.
    • 12.1.3 Some of the stubborn stains are even resistant to the chemical used by us such as bleach, ammonia, acid, fat, dyes, and high alkaline solutions. Also, at times these chemicals might themselves leave lasting stains.
    • 12.1.4 If the curtains have been already damaged/ dis-coloured by the sun or any other cause; they may be cleaned; only with no guarantee provided for the restoration of the stain.
    • 12.1.5 The client must accept that shrinkage of the curtains is inevitable. Though industry claims 3% curtain shrinkage but under practical situations, post-cleaning consumers usually experienced 5-10% curtain shrinkage.
    • 12.1.6 The customer is aware that curtain rubber might be damaged during the cleaning process. Therefore, the won’t be responsible/liable for the same.
  • 12.2 If the curtain is larger than the normal length, we charge a fee based on the measurement.
  • 12.3 Customer must share/disclose the procedures and attempts that have been attempted on the stains before beginning the cleaning procedure(s) for the stain removal. Failure to inform, the cleaner shall not be liable for any loss.
  1. Tile and Grout Cleaning:
  • 13.1  Takes no responsibility in tile and grout cleaning for any unforeseen condition; such as Loose, scratched and chipped tiles.
    • 13.1.1 Missing or Loose Grout.
    • 13.1.2 UV damaged and faded tiles.
    • 13.1.3 We do not remove and restore tiles completely, but we can try and clean existing tiled area.
  1. Claims:
  • 14.1 The customer will have 3 business days after completion of the services to file any of the report to the  regarding incomplete or unsatisfactory services for the services provided by the .
  1. Termination:
  • 15.1 The business  reserves the right to refuse any work; if the client provides incorrect data at the moment of booking/quote or at any point thereafter. In such cases, the customer has no right to claim any damages or losses from the business . The business  reserves the right to forfeit the advance booking amount paid by the customer. If cleaners are uncomfortable in doing the job because of the customer’s unacceptable behaviour, the business  reserves the right to immediately terminate the services without any prior notice.
  • 15.2 If the workplace is not secure to do the job or there is any security problem, the business  reserves the right to immediately terminate the services without any prior notice.
  1. Service Bookings
  • 16.1 The customer can request the business  to provide services by making a reservation either by email or on the  websitewww.wilsoncleaning.au
  • 16.2 At the time of making the reservation, the customer must provide any unusual details, if any, of the property, such as any slippery areas, potential risks, hazards, as well as the presence of any dirt or hard grease etc.
  • 16.3 To complete the service booking, the customer agrees to make the complete and full payment before the requested service begins. The customer ensures that a copy of the receipt of the transaction must be given to the Cleaners as evidence of the payment. If complete payment is not made and the receipt of the transaction is not sent to the business before the service deadline, the service reservation will not be considered final and the reserved service will be cancelled. In such cases, the customer will have to pay a minimum of $120 cancellation fee. In this event, the business  is not liable for any issues the customer has with the cancellation of the service.
  • 16.4 In case of payment by cash, the customer agrees to pay the total amount due on the cleaning date when the cleaners arrive, but before cleaning begins, to finalize the service reservation. The customer knows that if the complete payment is not made before the cleaning starts, the cleaners reserve the right to cancel the order on site and terminate the required cleaning facilities. The customer will then have to pay a minimum of $120 cancellation fee. In this event, the business  is not liable for any issues the customer has with the cancellation of the service.
  • 16.5 The customer grants approval to the business to use the debit or credit card information of the customer to pay a sum equivalent to the provision of service and/or any cancellation charges that may apply to the customer under these terms and conditions.
  1. Payments

We accept All Major Credit Cards (1.5 % surcharge applicable) Payments must be made at the completion of the job, thus we reserve the right to ask for initial deposit to confirm your booking. And we reserve the right to charge the payment from your nominated credit/debit card anytime during the job or at completion of the job.

  • 17.1 The Customer agrees to pay all amounts due in clear funds from the date of invoice for the Goods and/or Services provided by the .
  • 17.2 The Customer agrees that if it fails to pay in accordance with this clause, the  may:
    • 17.2.1 Charge a late payment fee of $50.00 on all amounts paid after the due date;
    • 17.2.2 Charge interest on debts at 15% per annum from time to time;
    • 17.2.3 Charge a dishonour handling fee in the amount of $25.00;
    • 17.2.4 Withhold supply;
    • 17.2.5 Sue for the money owing on the Goods or Services provided;
    • 17.2.6 Take steps to secure monies owing and enforce such security;
    • 17.2.7 Recover all collection and legal costs and expenses incurred in collecting overdue accounts and/or enforcing security interests on an indemnity basis.
  • 17.3 Failure to comply with clause 17.1 will constitute a breach of contract and the  may treat the whole Agreement as repudiated and act accordingly.
  • 17.4 In the event this agreement has been entered into by more than one party each party shall be jointly and severely liable for any amount due.
  • 17.5 Customer is only eligible for re-cleaning, if complete payment has been made during the Initial cleaning job or before the completion of the initial job.
  1. Cancellation fee
  • 18.1 No cancellation or extra charges will be levied, if the customer informs the  at least 48 hours before the service is provided the customer’s plan to delay, cancel or alter the service date for any reason.
  • 18.2 If the customer has provided adequate notice, Wilson Cleaning Australia will try to reschedule the service if the customer still requires it.
  • 18.3 If the customer fails to notify 48 hours in advance, the customer is liable to pay an extra $120 modification/cancellation fee to Wilson Cleaning Australia as damages and losses.
  • 18.4 Upon arrival at the service premises, if the customer fails to provide clear access to the cleaner(s) or forcing the cleaner to leave the facility, the customer must pay a cancellation fee of 50% of the complete price of the service or $120 whichever is higher.
  1. Complaints:
  • 19.1 In case, the customer is not satisfied with the services provided by the cleaner , the customer must provide written proof to Wilson Cleaning Australia  within 42 hours of the service deadline (must provide the pictures) at Email – admin@wilsoncleaning.au .If the customer’s discontent is due to a failure of the , then  will endeavour to give the customer a return to the premises free of charge to provide cleaning facilities to correct the issues according to the list of issues provided by the customer or real estate agent.
  • 19.2 The cleaners  attain 100% customer satisfaction, but the customer recognizes that the  bond back guarantee involves only rectification of the issue and does not include reimbursement.
  • 19.3 In cases where the customer has a complaint or dispute with the concerning the provision of unsatisfactory facilities by the  or where the customer makes a claim for damages, the customer must provide the required records and proof with written statement and evidences to the . If the customer fails to provide the required documents within 10 days, the  reserves the right to close the case/dispute/complaint with the customer and the customer will have no right to follow the case further in accordance with the law.
  1. Breakage, damages, accidents and theft
  • 21.1 In the event of an accident, breakage, damage or theft of any of the property resulting from any act of the ’s cleaner, the customer shall notify the within 24 hours of the service being completed, as applicable by law.
  • 21.2 As applicable by law, if the incident is not reported to the within 24 hours of completion of the services, the customer is not permitted to claim any loss for any of the above said incidents.
  • 21.3 Under these terms and conditions, as applicable by law, damage or loss to the following items shall be excluded from the ‘liability: cash, jewellery, art, antiques and any items of sentimental value not confined to the items mentioned herein.
  • 21.4 It is the responsibility of the customer to provide one representative during the cleaning jobs. In case the client provides the access to the cleaners in his/her property in the absence of the representative then it is the duty of the client to ensure that all his/her belongings are present when the cleaners leave the premises. Once the cleaners leave the premises, no claim regarding the theft or misplacing of any item shall be entertained by the Cleaner  or sub contractor shall not be liable for such loss.
  1. Photos and videos:

The customer is consenting and authorizing the cleaner to do following:

  • 22.1 The business or any of its authorized person can take or record the photos/videos of the customer while sharing the reviews about the clean .
  • 22.2 The  business or any of its authorized person can copy or take screen shots of the posts of the customer from any social networking site or from any public platform in which the customer has shared his views about the . The customer cannot stop business  or any of its authorized person from copying or posting it or the customer cannot get injunction against the  or any of its authorized person from any court of law which prohibits the  or its authorized person from copying or posting it.
  • 22.3 The business or any of its authorized person can use the said photos/videos or posts for the advertising and promoting the  by posting/sharing it on any website or on any social networking site or on any public platform. The customer cannot delete the said photos/videos or posts and cannot sue the business  in any court of law to get the same deleted.
  • 22.4 The said photos/videos or posts shall be the exclusive property of the business and customer cannot claim any right over it or cannot claim any remuneration for it.
  1. Insurance

               The  business  will get the public liability insurance cover up to 10 Million to secure the risks.

  1. Indemnity
  • 24.1 The customer shall indemnify Wilson Cleaning Australia on admin@wilsoncleaning.au.
  • 24.2 All losses or liabilities resulting directly or indirectly from the infringement of the client’s obligations as specified.
  • 24.3 All legal costs such as hiring a solicitor and any other costs incurred by the business and any other actions taken by the  to recover any outstanding costs owed to the  by the customer.
  • recovery costs associated with such action on a solicitor and own Customer or indemnity cost basis.
  1. Governing Laws

These terms and conditions shall be governed by and construed in accordance with the Australian Consumer laws (ACL) and the parties hereby submit to the exclusive jurisdiction of the Magistrates’ Court of Victoria.