Service Terms & Conditions

Your booking is confirmed in writing by email, SMS, online booking confirmation, or written message from Shining Services confirming the service date, arrival window, service address, scope, and price. Your booking becomes binding when you confirm in writing, approve the Quote, pay a deposit, make full payment, or allow the service to proceed, whichever occurs first. We operate on an estimated 60-minute arrival window, for example 9:00 AM to 10:00 AM, and we will contact you if we expect to arrive outside that window. Minimum chargeable visit duration is two hours unless otherwise agreed in writing.

Your Quote sets out the agreed scope, estimated time, price, inclusions, exclusions, and any special notes for the specific service booked. Your Service Report records the work completed on the day, any access issues, condition notes, photographs where applicable, and any recommendations from our team. Where there is any inconsistency between documents, the Quote controls the agreed scope and price, and the Service Report records what was actually completed on site.

Our residential services are maintenance and presentation services, not restoration services unless specifically quoted. We do not guarantee removal of permanent stains, mould staining, rust, hard-water marks, calcium build-up, ingrained grime, odours, pest residue, discolouration, damaged grout, worn surfaces, scratches, burns, faded materials, old adhesive, paint marks, silicone staining, or damage caused by age, poor maintenance, prior cleaning products, or prior cleaning methods. Results may vary depending on the condition, age, material, ventilation, usage, and history of the property or item. For wet services such as carpet, rug, upholstery, mattress, tile, or pressure washing, drying times vary with weather, ventilation, and material, and minor re-soiling, wicking, or shadowing may occur as the surface dries.

Unless specifically included in your Quote, services do not extend to any task outside the scope listed in that Quote. Any additional work — including services from a different category, additional rooms, additional items, restoration treatments, or specialist work — must be quoted separately before it can be performed.

You agree to prepare the property so our team can perform the service safely and efficiently. This includes providing running water, electricity, working lights, safe access, clear entry points, and reasonably clear surfaces where cleaning is required. Please remove personal items, toys, clothing, dishes, paperwork, valuables, and excessive clutter before we arrive. If clutter, access issues, or property condition prevents proper cleaning, we may clean around those areas, reduce the scope to fit the booked time, offer additional paid time, or decline unsafe areas, with the booked fee remaining payable.

You agree to provide safe access at the booked time, whether by being on-site, lockbox, access code, concierge, building access, or pre-arranged key. If our team cannot enter within 30 minutes of arrival, the booking may be treated as a lockout and the full fee may apply. Keys, codes, and access details provided to us are handled securely and used only for delivering the booked service.

You agree to provide clear access instructions before the service, especially for apartments, gated properties, secure buildings, lifts, concierge desks, loading zones, parking restrictions, or long walking distances from parking to the property. Any paid parking, tolls, excessive waiting time, access delays, or building-related costs may be added to your invoice where reasonably incurred because of the service.

If the property or items are materially different from what was quoted, including heavy soiling, post-event mess, undisclosed rooms or items, excessive clutter, hoarding-level conditions, animal waste, pest activity, strong odours, water saturation, or safety risks, we may adjust the scope, reduce the work to fit the booked time, offer a top-up quote, reschedule, or decline to proceed safely. In these circumstances, the booked time or applicable call-out amount remains payable.

Shining Services provides standard professional cleaning products and equipment unless otherwise agreed in writing. If you require specific products, eco-friendly products, fragrance-free products, hypoallergenic products, or wish to provide your own products, you must tell us before the booking. You must also notify us before the service of any allergies, chemical sensitivities, asthma concerns, pregnancy-related sensitivity, pet sensitivity, fragrance sensitivity, or material sensitivity. Where customer-supplied products are used, Shining Services is not responsible for reduced results, product performance, or product-related damage unless caused by incorrect use by our team. Where drying equipment such as air movers or dehumidifiers is left at the property as part of a service, you agree to allow the equipment to operate for the full recommended duration and not to switch off, move, or disconnect it without our agreement, as doing so may reduce performance and increase mould or secondary damage risk.

Please secure pets and supervise children during the service for safety and efficiency. Please remove or secure cash, jewellery, medication, firearms, important documents, fragile items, electronic devices, sentimental items, and irreplaceable belongings before we arrive. Items valued over AUD 500 must be disclosed before the service if you expect them to be considered in any future claim.

If you are not satisfied with an item that was included in the agreed scope, you must notify us in writing within 24 hours of service completion with clear photographs or details. You can raise a concern directly through your Service Report link by selecting "Report a Concern" or "Request Reclean Review", through the Shining Services customer app or portal at portal.shiningservices.com.au, by email, or by SMS to 0483 982 111. We will review the issue and, where appropriate, offer reasonable rectification, a re-clean of the affected area, or another suitable solution. This support applies only to missed items within the agreed scope and does not apply to excluded items, permanent staining, wear and tear, poor property condition, unrealistic expectations, areas affected after the service, or areas cleaned or altered by another person after our team has left. For End of Lease Cleaning, where a real estate agent or property manager inspection is involved, the re-clean notification window extends to 72 hours from service completion or 24 hours from the agent's inspection report, whichever is earlier, and you must provide the inspection report or written list of cleaning concerns from the agent; items added by the agent that were not in the original agreed scope are not covered under re-clean support and may be quoted separately.

Where a service is provided to support a bond return, insurance claim, real estate inspection, sale settlement, AirBnB turnover, or any other outcome decided by a third party, Shining Services delivers the agreed scope set out in your Quote but does not guarantee the third-party outcome. Bond release, insurance approval, agent sign-off, guest reviews, and similar outcomes depend on factors outside cleaning, including the property's ingoing condition, fair wear and tear standards, repairs, damage, gardening, pest control, painting, the third party's own standards and inspection methods, and matters beyond our control. Where the service relates to an insurance claim, you remain responsible for liaising with your insurer and providing required documentation; we can provide invoices, Service Reports, photographs, and moisture readings to support your claim on request but are not a party to your insurance contract.

Cancellations made more than 48 hours before the booking attract no charge. Cancellations within 24 to 48 hours may attract a 30% fee. Cancellations within 12 to 24 hours may attract a 50% fee. Cancellations under 12 hours, same-day cancellations, no-shows, and lockouts may attract the full booking fee. Where Shining Services needs to reschedule due to illness, vehicle issues, safety concerns, staff availability, emergency circumstances, or weather-related issues, there is no cancellation charge to you and any deposit may be refunded or transferred to a new booking.

Weekly, fortnightly, three-weekly, and monthly recurring schedules continue automatically until cancelled by either party with at least seven days' written notice. Recurring pricing is based on regular attendance, agreed frequency, property condition, and expected maintenance needs. If a recurring service is paused for more than eight weeks, the property may require a once-off reset clean before recurring pricing resumes.

All prices are in Australian Dollars and are GST inclusive unless stated otherwise. Quotes are valid for 30 days unless withdrawn earlier in writing. For one-off bookings, payment is due on the day of service unless otherwise agreed. For recurring bookings, payment is due on each service day or according to the agreed billing cycle. We accept card, Apple Pay, Google Pay, bank transfer, and cash, with card and digital wallet payments processed through our secure payment provider. Any "from" pricing shown is indicative only and may change based on property condition, size, location, access, scope, and availability. Invoices outstanding beyond seven days may attract a $25 administration fee and may result in future or recurring services being paused until the account is cleared.

We may pause, modify, reschedule, or refuse service where there is a safety risk, biohazard, aggressive behaviour, intoxication, harassment, discrimination, unsafe access, exposed sharps, animal waste, pest infestation, bodily fluids, unsecured weapons, illegal substances, contaminated water requiring specialist remediation, or any condition that may place our team at risk. If our team attends and cannot safely proceed because of conditions not disclosed before booking, the booked fee remains payable.

Shining Services may allocate employees, contractors, subcontractors, or approved partners to complete your service. All team members are expected to follow Shining Services' quality, conduct, safety, privacy, and reporting standards. Shining Services remains responsible for managing client communication, service expectations, and quality control.

Any damage concern must be reported in writing within 24 hours of service completion, with photographs and details, through your Service Report, the customer app or portal, email, or SMS. Shining Services is not responsible for pre-existing damage, wear and tear, unstable fixtures, poorly installed items, brittle materials, unsecured items, faulty appliances, existing cracks, water damage, aged surfaces, secondary issues that may arise from water-affected materials such as mould growth, odour, delamination, shrinkage, watermarking, or colour change, events outside Shining Services' reasonable control, or items not secured as required under these terms. Where Shining Services is responsible for damage caused by proven negligence of our team, we may choose to repair, replace, compensate, or refer the matter to our insurer. Maximum liability for a single damaged item is capped at AUD 1,000, and total liability in connection with any one service is capped at the greater of the fee paid for that service or AUD 1,000. Nothing in these terms limits, excludes, or modifies any rights you may have under the Australian Consumer Law or any other non-excludable law.

Please contact us within 24 hours of service completion through your Service Report, the customer app or portal, email, or SMS if you have a concern. We will acknowledge within one business day and aim to provide a substantive response within five business days. You agree to give Shining Services a reasonable opportunity to inspect, review, or rectify the concern before arranging another provider or taking further action.

We may take before-and-after photographs of cleaned areas for quality assurance, job records, service reporting, training, dispute management, and internal review. We will take reasonable care not to capture people, documents, personal information, addresses, valuables, or private items where possible. We will not publish your photographs for marketing without your written consent. Personal information is handled under our Privacy Policy.

You agree that Shining Services may contact you about your booking, quote, invoice, service updates, arrival information, access issues, payment reminders, Service Reports, and feedback requests by phone, SMS, email, or any other agreed channel. It is your responsibility to provide accurate contact details and to check messages before and during the booked service window.

These Service Terms and Conditions are governed by the laws of Australia and, where applicable, the laws of the State or Territory in which the service is delivered. Nothing in these terms limits, excludes, or modifies any rights the customer may have under the Australian Consumer Law or any other law that cannot be excluded.

By confirming your booking, approving your Quote, making payment, providing access, or allowing the service to proceed, you confirm that you have read, understood, and accepted these Residential Cleaning Services Terms.