Terms & Conditions
Avnee Cleaning – DAHA Pty Ltd
ABN: 29 615 559 487
Contacting Us:
Business Hours: 9:00am – 5:00pm
Monday to Friday
Phone/SMS: 0430 841 980
Email: hello@avneecleaning.com.au
If contacting us outside business hours, please use SMS or email.
SMS cannot receive photos, please send all photos via email.
Satisfaction Guarantee – 100% Guarantee
General Services
If you are unhappy with your service, you must notify us within 48 hours of the service time and
provide photographic evidence. Once photos are received, we will assess the issue and may offer:
a re-clean, or a partial/full refund depending on circumstances. Re-cleans are generally
available weekdays only, unless exceptional circumstances apply.
Hourly Rate Cleaning
Avnee Cleaning prioritises quality over quantity, unless the customer specifically requests
otherwise. Our guarantee covers the quality of completed work, not the number of areas
cleaned.
Hourly cleaning is not recommended for move-outs, as time requirements are commonly
underestimated. We do not offer a satisfaction guarantee for hourly-rate move-out services.
Move-Out / End-of-Lease Cleaning Guarantee
You must contact us within 7 days of the service if any issues arise. A review will take place
and a re-clean may be offered, to be completed within 7 days of the initial service.
Service Exclusions
The following are not included in any service: Moving heavy/large furniture, Grout restoration,
Ceiling cleaning, Cleaning between oven glass layers, Rubbish removal, Human/animal waste
removal, Paint removal, adhesive removal, Stained silicone, Air-conditioning filters, Flyscreen
removal/cleaning, Curtain or blind cleaning, High pressure cleaning, Concrete stain removal,
Garage cleaning, Outdoor cleaning including gardens, BBQs, pools, or pest control.
Keys & Property Access
Customers may provide keys at their own risk. Keys are labelled only with a first name and last
initial. Because key loss is not covered by our insurance, Avnee Cleaning is not liable for any
issues arising from key handling.
Key Access Rules: For weekly/fortnightly services: keys may be held, but a lockbox is
recommended.
If your regular cleaner is absent for less than 6 weeks, key handover cannot be arranged;
alternative access is required. For absences over 6 weeks, key handover may be arranged. For
monthly services: we cannot hold keys. We do not pick up keys from off-site locations.
Exterior Window Cleaning
Exterior window cleaning is limited to:
- Ground floor only
- Glass only
- Must be safely accessible without obstructions
- A small 2-step ladder may be used on stable surfaces only
- Cleaners may decline work if unsafe.
Not Included
- Flyscreens
- Paint, silicone, adhesives, concrete removal
- Multi-storey exterior windows
- Bad-weather cleaning
- Issues must be reported with photos within 24 hours.
- Exterior window cleaning is not covered by our Satisfaction Guarantee.
Pets
Please notify us if you have pets, so we can send suitable cleaners. Pets should be removed from
cleaning areas or secured in a separate room. Some cleaners may have allergies or fears of
certain animals.
Parking
Customers must provide a suitable parking spot. Additional charges may apply if:
- Parking is more than 100 metres from the property
- Paid parking is required.
Cleaner arrival may be delayed if no parking is available. If parking cannot be found after 20
minutes, the booking will be cancelled and a cancellation fee will apply.
Cancellations
Before 5pm the day prior: $50 cancellation fee. After 5pm or same day: 50% of service value.
COVID-Related Cancellations Standard cancellation fees apply unless we are able to replace the
booking with another job.
Condition of Home / Extreme Cleans
Our standard services are designed for homes cleaned within the last 0–6 months. If the property
requires significantly more work, we may:
- recommend an Extreme Clean at $120/hr
- or cancel the booking with a cancellation fee if the team cannot proceed.
Hot Weather Safety
If temperatures reach 35°C or higher, air conditioning must be provided. If unavailable, the
booking may be cancelled and a cancellation fee may apply.
Damage Policy
If damage occurs due to our service: Report Timeframes
- General services: next business days
- End-of-lease services: within 5 business days
- Reports must include photos
- Late claims cannot be reviewed
Avnee Cleaning is not liable for:
- Pre-existing damage
- Valuable or fragile items (e.g., art, jewellery, antiques, electronics, documents) unless clear evidence proves it occurred during our service
- Damage caused by other service providers present at the property
If we are responsible, we will attempt a repair, or Request 2–3 quotes for repairs if required,
or Arrange replacement if repair is impossible (proof of purchase required) Service payment is
processed even while a claim is under review. Allowing our cleaners to begin work means you
accept these damage terms.
Waiting for Access
If cleaners cannot access the property We will call and SMS you, We will wait 10-15 minutes
If still no access, the booking is cancelled with a 50% cancellation fee
Billing
You are charged after your service is completed. New customers may receive follow-up contact
before charging. Regular services are billed the day after the service.
Photos
Cleaners may take photos to document work quality or issues. Photos are used strictly for
service related support. If you prefer no photos to be taken, notify us prior to your
booking.
Team Size
Teams may consist of 1–2 cleaners. If you book 2 hours, two cleaners may attend for 1 hour –
total labour time remains the same. For regular services, we allocate a consistent cleaner when
possible. Replacements may occur due to absence or availability changes.
Gender Neutral Policy
Avnee Cleaning employs cleaners of all genders. Gender requests will not be accommodated if
based on quality assumptions.
Website Terms of Use
Use of Website
By using our website, you agree to these Terms & Conditions and all relevant laws.
Website License
You may temporarily download one copy of website materials for personal, non-commercial use
only. You may not:
- modify, copy, or commercially use the materials
- reverse-engineer website software
- remove copyright notices
- mirror content on other servers
This license ends automatically if violated.
Disclaimer
Website materials are provided “as is”. Avnee Cleaning makes no warranties regarding
accuracy or reliability.
Limitations
Avnee Cleaning is not liable for any damages arising from website use.
Revisions
Content may change without notice, and we do not commit to updating materials.
Links
We are not responsible for content on external websites.
Site Modifications
We may update our Terms at any time; continued use of the website constitutes acceptance.
Unpaid Services
Overdue accounts referred to collection agencies may incur all related recovery costs.
Governing Law
These Terms are governed by the laws of Victoria, Australia.