Service terms and conditions
The terms that apply when you book a clean with Filo Cleano.
About these terms
These terms apply to cleaning services provided by Filo Cleano Services Pty Ltd (ABN 54 696 312 491). By booking a service you agree to them. Our Privacy policy explains how we handle your information, and the Filo Care app terms cover using our app.
Quotations
- Quotes are based on the information you give us at the time of your enquiry.
- A quote covers only the services listed in the quote or scope of works.
- Extra cleaning, changes to the scope or conditions we couldn't reasonably foresee may cost extra.
- Quotes are estimates only, unless the quote says otherwise.
Bookings and service time
- We complete the service within the booked time.
- Heavily soiled properties, larger homes or properties that need extensive detail cleaning may need extra time.
- Extra time you approve is charged at the applicable hourly rate.
- Hourly rates are charged per cleaner. For example, two cleaners working for one hour is two labour hours.
Weekend and public holiday surcharges
Unless we've agreed otherwise in writing, these surcharges apply to all services:
- After hours and Saturdays: 25%
- Sundays: 45%
- Public holidays: 75%
Your responsibilities
Please:
- Give us safe and reasonable access to the property
- Make sure electricity and running water are available
- Put away valuables, cash, jewellery and sensitive documents before we arrive
- Tell us about any hazards, fragile items or special requirements before the clean starts
What cleaning can and can't do
Cleaning improves how a surface looks, but it can't restore it beyond its original condition. Cleaning can't remove or repair:
- Permanent stains, wear and tear, paint damage, scratches or corrosion
- Discolouration, or mould beneath grout or silicone
- Water damage, or deterioration from age or normal use
- Damage or defects that were already there
Results depend on the property's condition, age, maintenance and materials.
Satisfaction guarantee
- If you're not happy, tell us within 24 hours of the service being completed.
- Please send photos where you can.
- We need a reasonable chance to inspect and fix the issue before any refund or credit is considered.
- Fixing the issue is limited to the original agreed scope of work.
End of lease cleans also come with our Bond Back Guarantee.
Refunds and credits
Refunds, partial refunds, credits and invoice adjustments aren't automatic. Each request is assessed case by case, at Filo Cleano's discretion. If a reasonable visit to fix the issue is declined, we may decline a refund, credit or adjustment. See our Refund policy for details.
Photos
Our team may take before and after photos for quality checks, records, insurance, training and resolving disputes. By booking a service, you agree to this in line with our Privacy policy.
Health and safety
We may refuse or stop a service if working conditions are unsafe, hazardous or a risk to our team.
Our liability
We take reasonable care, but we're not liable for loss or damage caused by pre-existing defects, normal wear and tear, deterioration of materials or circumstances beyond our reasonable control. Our liability is limited to the extent allowed under the Australian Consumer Law.
Changes to these terms
We may update these terms from time to time. The latest version on this page applies to all future bookings.
Questions? Call 08 7083 8722 or email admin@filo-cleano.com.au.