The terms that apply when you book or use Clean by Courtney's cleaning services.
These Terms & Conditions ("Terms") apply to all cleaning services booked or quoted through Clean by Courtney, and to your use of the Clean by Courtney website (cleanbycourtney.com.au).
These Terms are between you and Clean by Courtney (ABN 43 593 720 234), based in Drummoyne, NSW.
These Terms should be read together with our Privacy Policy, which explains how we handle personal information.
If anything here is unclear, contact us before booking: hello@cleanbycourtney.com.au.
Clean by Courtney provides:
• Home cleaning (one-off and recurring domestic cleaning)
• End of lease cleaning
• Airbnb and short-stay turnover cleaning
• Office and small commercial cleaning
• Gym and fitness facility cleaning
• Optional add-on services (e.g. oven and fridge interiors, additional bathrooms, laundry assistance)
• Cleaning gift vouchers
Standard residential and small-office packages are described, priced and bookable through our online booking system. End of lease, Airbnb/short-stay, and larger or custom commercial and gym work are quoted individually based on the property or site. Section-specific terms for each service type are set out in Sections 18–21 below.
Standard online bookings (e.g. domestic cleans, small office packages, Custom Clean Packs): these Terms are linked and available to you before you submit your booking. By submitting your booking and completing payment through our online booking system, you accept these Terms and make an offer to book the service. This confirms your acceptance of these Terms — it does not, by itself, confirm your requested appointment; see Section 4 for how bookings are confirmed.
Custom-quoted services (e.g. end of lease, Airbnb/short-stay, larger commercial or gym work): a quote is prepared based on the information you give us about the property or site. Accepting the quote and/or confirming the booking constitutes your acceptance of these Terms. Acceptance doesn't depend solely on payment being made.
Accuracy of information: Quotes and fixed-price packages are based on the property details and condition you describe to us (e.g. size, number of bedrooms/bathrooms, general condition). If the property is materially different once we're on site — larger, more bedrooms/bathrooms, significantly more soiled or cluttered than described — we'll discuss this with you before any additional chargeable work goes ahead, and the price or scope may be revised accordingly.
Scope of your service: What's included in your service is defined by the inclusions listed for your booked package, or by your accepted quote. Optional extras and add-ons are only included where you've specifically selected or agreed to them.
Age & authority: By booking, you confirm you're at least 18 years old and, if booking on behalf of someone else, a household, or a business, that you're authorised to do so.
All bookings — whether made through our online booking system or by custom quote — are subject to Clean by Courtney's approval before the appointment is confirmed. We aim to review and confirm bookings promptly.
If we're unable to accept a requested booking or time (for example, due to a scheduling conflict), we'll let you know as soon as possible and refund in full any amount already paid for that booking. Where only a deposit has been paid (see Section 18), we'll refund the deposit in full.
Standard online bookings: Payment is processed securely through Stripe at the time of booking, for the full price of the service and any add-ons selected. Clean by Courtney does not store full card details — see our Privacy Policy.
End of lease, Airbnb/short-stay and custom-quoted work: Payment is due on completion of the service, unless a deposit or different payment arrangement is agreed with you when the quote is confirmed. For end of lease bookings specifically, a deposit may be required to confirm your booking — see Section 18 for how this is calculated and treated.
Office, commercial and gym accounts: Standard small-office packages booked through our online booking system are paid the same way as domestic bookings, in full at the time of booking. Larger or ongoing commercial and gym engagements not booked through the standard online system may instead be invoiced, with payment due within 7 days of the invoice date unless a different arrangement is agreed in writing (including in a separate service agreement — see Section 20).
Failed or declined payments: If a payment fails, we'll attempt to process it again and contact you to resolve it. We may pause future bookings until an outstanding amount is resolved. We do not charge an automatic flat late-payment penalty on residential accounts.
Overdue commercial invoices: If a commercial or gym invoice remains unpaid after we've followed up with you, we may pause further scheduled services until the account is brought up to date. We don't currently charge automatic interest or late fees on overdue invoices.
Current pricing: Current prices for all services and add-ons are shown on our booking platform and/or in your quote at the time of booking.
We ask for at least 48 hours' notice to cancel or reschedule a booking. Cancellations or changes made within 48 hours of the scheduled time may incur a fee of 50% of the booked service price, because that time has been reserved for you and generally can't be re-filled at short notice.
What happens to amounts already paid: Where a booking has been paid in full in advance (see Section 5), a cancellation or reschedule made with at least 48 hours' notice is refunded in full (or carried across to the new time, if rescheduling). Where the 50% fee applies, we refund the remaining 50% of the amount already paid. This cancellation fee is a different scenario from the no-access/lockout fee in Section 7 — the two are never both charged for the same event.
This 48-hour/50% policy applies across all service types, with the following service-specific notes:
• End of lease cleans: given the higher value and tight scheduling of these bookings (often tied to a fixed inspection or handover date), this policy applies, and any deposit already paid is credited toward the cancellation fee rather than charged in addition to it — see Section 18 for exactly how this is calculated.
• Office/commercial and gym bookings: the same notice period applies to scheduled one-off and ongoing visits.
• Airbnb/short-stay turnovers: given the time-sensitive nature of turnovers, please give as much notice as possible of any change to guest checkout/check-in times — see Section 19 for how late guest checkouts are handled.
Recurring bookings:
• A single visit within an ongoing recurring booking (e.g. weekly or fortnightly) can be skipped or rescheduled with at least 48 hours’ notice, without cancelling the wider arrangement.
• To cancel an ongoing recurring arrangement entirely, we ask for at least 7 days' notice. There's no minimum-term commitment unless we've separately agreed one with you.
Pricing changes for recurring clients: If we need to change the price of an ongoing recurring service, we'll give you at least 30 days' notice before the new price takes effect. See Section 23 for how changes to these Terms are handled for recurring clients more generally.
If we need to cancel, reschedule or are running late: On the rare occasion we need to cancel or reschedule a booking (for example, due to illness or an emergency), we'll give you as much notice as we can and offer the next available appointment. If we can't offer a suitable alternative, we'll refund in full any amount already paid for that booking. If we're running more than 15 minutes behind your scheduled time, we'll let you know as soon as we can.
If we're unable to access the property or site at the scheduled time and can't reach you, we'll wait up to 15 minutes before treating the booking as a no-show.
A lockout fee of $50 applies where less than 24 hours' notice was given of an access issue that prevents the clean going ahead. This is a different scenario from a cancellation under Section 6, and the two fees are never both charged for the same event — where the lockout fee applies, the 48-hour cancellation fee doesn't also apply, and vice versa.
What happens to amounts already paid: Where a booking has been paid in full in advance (see Section 5) and the service can't proceed due to a no-access event, the $50 lockout fee is deducted from the amount already paid, and the remaining balance is refunded to you or, at your preference, held as credit toward a rescheduled booking. For end of lease bookings where a deposit has been paid, the same principle applies to the deposit — see Section 18.
Please confirm keys, codes or access arrangements before your first clean, and let us know promptly if anything changes.
If you'd like something added on the day that wasn't part of your original booking, we'll do our best to accommodate it if time and resources allow. Any extra work will be agreed with you and charged at our current applicable add-on or additional-work rate before it goes ahead — we won't charge for extra work without agreeing it with you first.
Where you provide us with keys, access codes, or alarm details, we take reasonable care of them and treat this information confidentially.
If we lose a physical key through our own negligence, we'll cover the reasonable cost of a direct replacement (e.g. a new cut key). We're not responsible for lock or smart-lock malfunctions, incorrect codes provided to us, or access issues caused by third parties outside our control.
Security cameras & recording: If your property has security cameras, a video doorbell, or any device that may record audio or video of our team while working, please let us know in advance. Recording of private activities or conversations may be subject to surveillance and privacy laws, and it's your responsibility to ensure any recording at your property complies with these.
Please provide reasonably accessible parking where available. If paid parking is genuinely unavoidable to complete your service, that reasonable cost may be passed on to you — we'll try to let you know in advance where practical.
Safe access to running water and electricity must be available on-site where reasonably necessary to carry out the booked service.
Heavy items, high-access areas & excessive clutter: Our standard services don't include moving heavy furniture or appliances, cleaning behind or underneath them, or cleaning external or high-access areas (e.g. exterior windows, high ceilings), unless specifically agreed as part of your booking. Where a property has significantly more clutter, belongings or build-up than is typical, this may limit our ability to access and clean some areas within the scope of your booked package or accepted quote — see Section 8 for how additional work is handled.
We bring our own professional cleaning products and equipment to every job, suited to standard domestic, office or commercial use.
In pet-friendly households, we take extra care with product selection and follow suitable precautions — see Section 12 for how pets are kept safe during a clean.
If you'd prefer we use specific products you supply, or avoid a particular ingredient or fragrance, let us know in advance and we're happy to work with your preference. You're responsible for telling us about any specific product or surface requirements (e.g. natural stone, unsealed surfaces, coloured grout, timber floors) — we won't use abrasive cleaners on these without your written consent. If damage is caused by our own failure to take reasonable care, we remain responsible for that in the usual way (see Section 13).
We're happy to work in homes with pets — just let us know in your booking details so we can plan accordingly.
For everyone's safety, pets should be crated or kept in a separate, secured area for the duration of the clean, and while surfaces dry afterwards. This applies regardless of which products are used, simply to avoid any risk.
Except where an incident results from our failure to take reasonable care, we're not responsible for pet escapes, behaviour or incidents occurring where pets haven't been secured as described above. Nothing in this section limits any right or remedy you have under the Australian Consumer Law that can't be excluded by agreement.
We take care with your belongings and property. If something is accidentally damaged during a service, let us know within 24 hours where reasonably possible, and we'll address it fairly.
Please flag fragile, irreplaceable, high-value or already-damaged items before the clean. Except where damage results from our failure to take reasonable care, we're not responsible for loss or damage to items that weren't disclosed to us beforehand. Any existing damage noted on arrival will be recorded.
Nothing in this section limits any right or remedy you have under the Australian Consumer Law that can't be excluded by agreement.
Clean by Courtney carries $10 million public liability insurance.
Your safety and ours comes first. We may refuse, pause or stop work where a genuine safety risk is present, including (but not limited to) biohazards, serious pest infestations, hazardous materials, unsafe electrical or utility conditions, or mould beyond what's included in an agreed surface-clean scope.
We may also refuse, pause or end a service where a client or anyone else at the property behaves in an abusive, threatening or discriminatory way toward our team.
If a condition like this wasn't disclosed to us beforehand and we've already attended the property, a reasonable charge may apply for the work or time already spent, rather than the full booking value.
If something about your clean doesn't meet expectations, please let us know within 24 hours of the service where reasonably possible, so we can address it while it's fresh.
For a genuine service-quality concern, our first step is usually to offer a re-clean of the specific item(s) originally within scope. Depending on the situation, a refund or credit may also be offered.
Your rights under the Australian Consumer Law: Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in these Terms limits, excludes or restricts any guarantee, right or remedy you have under the ACL, and these Terms should be read subject to it.
We may take before/after photos of completed work for quality assurance and, where you've agreed, for marketing and social media. We ask for your consent for photography as part of your booking or client details, and you can choose quality-assurance-only use if you'd prefer not to have images used publicly. No identifiable people, addresses or personal belongings appear in any photo we use publicly, and you can withdraw consent at any time by contacting us.
See our Privacy Policy for more on how we handle personal information generally.
Services are carried out by our team members or cleaners engaged by Clean by Courtney, who may be employees or trusted subcontractors of the business. Where practicable, we'll let you know who is attending or if your usual cleaner changes.
End of lease cleaning is quoted individually for each property, based on its size, condition and the scope required — it isn't sold as a fixed-price package.
• The property must be fully vacated before the clean begins.
• Cupboards and drawers must be emptied — those left with contents are excluded from the clean.
• Access must be confirmed in advance (key, code, or an agent/landlord meeting us on site).
• If your agent or landlord has given you a cleaning checklist, please share it with us before the clean so it can be reflected in the agreed scope. A checklist provided after the clean has been completed doesn't automatically expand the original scope of work.
Where a deposit is required to confirm an end of lease booking, your quote will specify this — currently 25% of the quoted price, with the balance due on completion (see Section 5).
• If you cancel or reschedule with at least 48 hours' notice, your deposit is refunded in full (or carried across to the new booking, if rescheduling).
• If you cancel or reschedule with less than 48 hours' notice, the cancellation fee in Section 6 (50% of the quoted price) applies, and your deposit is credited toward that fee — you're never charged the deposit and the fee separately. If the deposit is less than the fee, the difference is payable; if the deposit is more than the fee, the difference is refunded.
Clean by Courtney does not guarantee the return of your rental bond. Whether a bond is returned depends on your final property inspection and the requirements of your landlord or agent, which are outside our control. Our end of lease clean is scoped to a professional, inspection-ready standard, allowing for fair wear and tear as recognised under the Residential Tenancies Act 2010 (NSW) — it is a service-quality commitment, not a bond guarantee.
If your agent or landlord identifies a cleaning concern following an end of lease clean, please contact Clean by Courtney promptly and provide the inspection feedback and/or relevant photos. We will assess concerns relating to items within the originally agreed scope and provide any remedy required under the Australian Consumer Law. Where a separate complimentary re-clean warranty is included with your quote or booking documentation, the conditions of that written warranty will also apply.
The following are not offered as part of an end of lease clean, and aren't available as an add-on at any price:
• Biohazard cleaning (blood, vomit, faeces, needles)
• Mould remediation beyond surface mould
• Pest treatment or infestation control
• Wall repairs, patching or repainting
• Heavy rubbish or furniture removal
• External or high-access window cleaning
• Garden and yard maintenance
These can be added to your quote on request, subject to availability:
• Carpet steam cleaning (a standard carpet vacuum is included in every end of lease clean)
• Additional bathrooms beyond the first
• Balcony sweep & mop
• Rush booking (under 48 hours' notice, where our schedule allows)
• Specialist blind cleaning
• We're not liable for events occurring between completion of the clean and final inspection — including dust resettling, insects entering, dirt tracked in through open doors/windows, or early move-in by new occupants.
• Heavy furniture or appliances (5kg+) should be moved by you beforehand if cleaning behind or underneath is needed.
• Except where damage results from our failure to take reasonable care, we're not liable for damage arising from pre-existing or undisclosed property conditions.
Airbnb and short-stay turnover cleaning is quoted individually based on your property and turnover requirements.
Access: We can work with a lockbox, smart lock/code, an arranged key handover, or another secure method you agree with us. Clean by Courtney holding a permanent key to your property only happens where this is separately agreed.
Turnaround: We schedule your turnover clean around your agreed checkout/check-in window and will always aim to meet it, but we can't guarantee an unconditional completion time where access or circumstances outside our control (such as a late guest checkout) affect the available time.
Late guest checkout: Please let us know as early as possible if a checkout is delayed. We'll make reasonable efforts to still complete the agreed turnover within the reduced window. Any extra labour or a rush arrangement to still meet your check-in time will only be charged where you've approved it first.
Linen & laundry: Linen/bed changing is only included where it's part of your agreed turnover scope. Laundering guest linen isn't automatically included in every turnover — it can be added by arrangement.
Consumables/restocking: Restocking of guest consumables (e.g. toiletries, coffee) can be arranged as part of your agreed scope, but isn't included by default.
Excessive guest mess or damage: Where a turnover involves noticeably more mess or possible damage than a normal changeover, we'll take photos where appropriate, let you know, and seek your approval before doing any additional chargeable work. We'll still complete the standard turnover scope wherever reasonably possible in the meantime.
Guest or owner still on-site: If we can't begin the clean because a guest or owner is still in the property, we treat this the same as a general access delay (see Section 7) — after a reasonable wait, the late cancellation/no-access terms in Sections 6–7 may apply.
Authority to book: By booking or confirming a service on behalf of a business, you confirm you're authorised to do so on that business's behalf.
Access & security: For after-hours or unattended cleaning, please arrange entry instructions, alarm details, parking information and any restricted areas in advance. Confidential documents, valuables, electronics and sensitive items should be secured before each visit.
Gym & fitness-specific: please identify any specialist surfaces or equipment, manufacturer cleaning restrictions, or areas we shouldn't access. Our cleaners won't dismantle or move substantial gym equipment unless this has been specifically agreed with you.
Site-specific instructions: where you give us standing instructions for a site (e.g. areas to avoid, specific product requirements), we'll follow these on every visit.
Hazards & restricted areas: the same health & safety principles in Section 14 apply — we may refuse or pause work in areas presenting a genuine safety risk.
Separate service agreements: Larger or ongoing custom commercial and gym engagements may be governed by a separate quote or signed service agreement between you and Clean by Courtney. Where a signed service agreement conflicts with these Terms, the service agreement prevails to the extent of that inconsistency.
Purchased gift vouchers:
• Value: Vouchers are issued for a nominated dollar amount.
• Validity: Purchased vouchers are valid for at least 3 years from the date of purchase, in line with Australian gift card requirements. The exact expiry date and any other conditions applying to your voucher are shown at the time of purchase and on the voucher itself.
• No post-supply fees: We don't charge any fee on your voucher after purchase, such as an account-keeping or dormancy fee.
• Service area and availability: Vouchers can be redeemed for services within Clean by Courtney's service area, subject to normal appointment availability. A voucher doesn't guarantee any particular appointment date or time.
• Redemption: To redeem your voucher, contact us at hello@cleanbycourtney.com.au, or use the redemption method shown on your voucher or purchase confirmation, to arrange your service. Where a unique code is issued with your voucher, this can be entered at online checkout.
• Transferability: Purchased vouchers can be given or transferred to someone else — whoever holds a valid voucher can redeem it.
• Partial use & balance: If your service costs less than the voucher value, the remaining balance stays available for future use until the voucher expires. If your chosen service costs more than the voucher value, you pay the difference.
• Cash redemption: Vouchers can't be exchanged for cash, except where required by law.
• Lost or stolen vouchers: We can issue a replacement where you can provide proof of purchase and we can confirm the value hasn't already been redeemed.
• Change of mind: Purchased vouchers are final sale once bought, except where a refund or other remedy is required by law (see Section 15 for your Australian Consumer Law rights).
• Using a voucher with a promotion: A purchased voucher is treated as a form of payment and can generally be used toward the cost of an otherwise eligible service, including one covered by a current promotion. Specific promotions may carry their own clearly disclosed conditions.
Promotional & free vouchers: Referral rewards, complimentary vouchers or other genuinely promotional vouchers are not purchased vouchers and may carry their own expiry, redemption and combination conditions, which will be clearly stated when offered. Unless stated otherwise, promotional vouchers have no cash value, can't be combined with other offers, and aren't transferable.
This website is provided by Clean by Courtney for the purpose of informing you about our services and enabling you to request quotes and make bookings.
Content on this website (including text, images and branding) is owned by or licensed to Clean by Courtney, and shouldn't be copied or reused without permission.
Our booking and payment systems are provided by third parties (currently Koalendar for bookings and Stripe for payments), which are also subject to those providers' own terms. This doesn't limit Clean by Courtney's own obligations to you regarding payments, bookings or the services themselves, or affect any right you have under the Australian Consumer Law. If a third-party system is temporarily unavailable, we'll work with you directly to reschedule or otherwise resolve your booking.
Changes to these Terms: We may update these Terms from time to time, including as our services or the law change. The version published on our website at the time you book applies to that booking.
For clients with an ongoing recurring booking, if we make a material change to these Terms that affects your arrangement, we'll notify you in advance and the change will apply prospectively — to visits from the date we specify, not retrospectively to visits already completed. If you don't wish to continue under the updated Terms, you're free to end your recurring arrangement before the change takes effect (see Section 6 for notice to cancel a recurring arrangement).
Resolving concerns: Most concerns can be sorted out quickly by contacting us directly at hello@cleanbycourtney.com.au. If we can't resolve something between us, you can contact NSW Fair Trading or the Australian Competition & Consumer Commission (ACCC) for guidance on your consumer rights.
Governing law: These Terms are governed by the laws of New South Wales, Australia.
Severability: If any part of these Terms is found to be invalid or unenforceable, that part is limited or removed to the minimum extent necessary, and the remaining provisions continue in full force.
Contact: Questions about these Terms, a booking, or a quote — reach us at hello@cleanbycourtney.com.au.
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