Terms & Conditions

1. INTRODUCTION

Your booking or use of any Service constitutes your full acceptance of these Terms & Conditions. We reserve the right to update these Terms & Conditions without prior notice. The latest version is always posted on our website:

www.bngpropertyservices.com.au

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You are responsible for reviewing them before each booking.

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2. INTERPRETATION

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TERM - MEANING

We / Us - B&G Property Services Pty Ltd and any authorised contractor

You / Customer - The person or entity booking or paying for Services

Services - Any cleaning and maintenance works provided by B&G Property Services

Managing Agent - The real estate agent, landlord or landlord’s representative.

The Property - The premises which the Customer has been quoted for Services

Bond Cleaning Standards - Cleanliness sufficient to pass Managing Agent scrutiny under the Residential Tenancies Act 1997 and secure bond release

Heavily Soiled - Grime, dust or dirt materially exceeding normal residential levels. i.e. has never cleaned

Reasonable Endeavours - Best effort using information reasonably available at the time

Heavy Items - Any item exceeding 5kg

Wear and Tear - The gradual deterioration or damage that occurs to an object or property from normal, everyday use over time

Working At Heights - Considered to be any height above the 2nd step on a standard ladder

 

2. GENERAL

1. These Terms & Conditions override any customer terms, verbal agreements or prior communications or arrangements for services supplied by Us, unless we expressly agree in writing.

2. Inappropriate behaviour (harassment, threats, racism, explicit language, etc.) towards staff or contractors will result in immediate termination of our Services without refund and may result in possible legal action against the Customer.

3. A full list of End of Lease Cleaning Inclusions & Exclusions is available on our website www.bngpropertyservices.com.au and forms part of these Terms & Conditions.

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3. QUOTES, PRICING AND PAYMENT

1. The End of Lease Cleaning can only be carried out once all items are removed from the property and it is uninhabited. This includes ensuring all works and maintenance to the property have been completed. Areas that are affected in such a way by either the Customer or the Managing Agent, will be documented and excluded from the Bond Back Guarantee.

2. Quotes are estimates only, based on an average well-maintained property of the size and description you provide.

3. Quote variations may apply if:

a. The Property differs from your description (i.e. extra rooms, bathrooms or toilets, additional blinds, etc.)

b. The Property is Heavily Soiled or not in the described condition when booking.

c. The Property requires specialist equipment or skills. (i.e. high-reach ladders, drycleaning for carpets, etc.)

d. Additional items/services are requested within our scope.

e. Parking, key pickup or rubbish removal fees may be applicable.

4. We may refuse to clean hazardous items/areas such as, but not limited to:
cracked power points, working at heights, moving heavy objects, cleaning bodily fluids or hazardous waste, removing mould requiring chemical treatment, removing asbestos, clean high windows, unblock drains, access unsafe conditions or environments, drug paraphernalia, medical sharps, etc, unless agreed to in writing. Such items will be documented and excluded from the Bond Back Guarantee.

5. We will notify you of any variations before work starts and obtain your written consent via SMS or email. If you decline or are unreachable, affected areas are excluded from the Bond Back Guarantee.

6. Wear-and-tear/long-term build-up/Heavy Soiling may render items uncleanable  – these areas will be identified. Such items will be documented and excluded from the Bond Back Guarantee.

7. Quotes are valid for 30 days from the date of issue.

8. Full payment required before commencing Service via credit card, PayPal, Stripe, or bank transfer and to be cleared minimum 24 hours prior.

9. Surcharges may apply: see carrier/provider T&Cs

10. No refunds for change-of-mind, after completion or completed work.

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4. CUSTOMER RESPONSIBLITIES    

The Customer must ensure the  following responsibilities are met:

1. You need to be reachable by Us 1 hour before Service starts.  Being unreachable means the job proceeds on reasonable endeavours; If no post clean inspection is performed by the customer on the day of the Service, return visits will incur Hourly Return fee

2. The Customer is to advise of any parking issues; parking must be available on or less than 5 minutes walk from site

3. Ensure keys/access to the Property at agreed time. Fees will apply for Key Pickup/ Return. If entry cannot be gained and contact cannot be established with the Customer, then Same Day Cancellation or Postponement fees may apply.

4. The Customer must make sure that all areas must be clear and free of hazards before work commences. Any areas identified by Us to be in such a condition at the time of Service, will be documented and excluded from the Bond Back Guarantee.

5. If No Access has been provided and the Customer is unreachable, Same-Day Cancellation fees apply. If the Customer is reachable, Postponement fees may apply.

6. We may take pictures and or videos before, during and after for Proof-of-Service or quality assurance purposes.

7. Electricity and running water are mandatory for bond cleans. Absence of either voids Bond Back Guarantee

8. You must move all heavy items over 5kg. Failure to do so voids Bond Back Guarantee for the area and items

9. Ensure the removal of all personal items such as furniture, art, rubbish, etc, before start. We accept no liability for damage. All remaining items unless stipulated, will be considered rubbish.

10. You must remove all rubbish. Excess amounts above quoted price, will be charged accordingly.

11. Our Cancellation Policy is enforced if the Property is deemed to be unsafe, No Access, or Property differs materially from Customer description. Same Day Cancellation will apply.

 

5. JOB POSTPONEMENTS

1. We are not liable for delays caused by events outside our control, including illness, weather, emergencies, pandemics, or supply shortages.

2. $75 fee for any Postponement Service, due date of postponement.

3. Full job amount held as security until rescheduled. This can only be used on the booked Property.

4. Postponement offer expires 3 months after postponement

 

6. FEES,CANCELLATIONS & REFUNDS

 

SCENARIO - OUTCOME

Cancelled -  more than 5 days notice - 25% cancellation fee; refund remaining amount

Cancelled - less than 5 days notice - 50% cancellation fee; refund remaining amount

Cancelled - less than 24 hrs notice or Same Day Cancellation - 75% cancellation fee; refund remaining amount

Postponement Service - $75 administration fee; remainder credit (valid 3 months, only at booked Property).

After Postponement - 3 month offer expires and no refund applicable

Hourly Return - $50 Call Out + $50 per hour

Key Pickup or Return - Only if agreed in writing otherwise, charged at $50 p/hr plus $1 per kilometre using Google Maps shortest route

Our Cancellation - Permitted if unsafe, No Access, or Property differs materially from Customer description. Same Day Cancellation will apply.

 

7. BOND BACK GUARANTEE

1. The Service will be performed at the final stage of vacating. The Property should be uninhabited and all furniture and items removed. Any items left behind or obstructing Us from completing our Service, will be excluded from the Bond Back Guarantee.

2. We will return free of charge to fix any Managing Agent-listed cleaning issue within these Terms and Conditions.

3. This applies only to Services booked by the Customer.

4. Exclusions include but are not limited to:
ceilings, garage, balconies, alfresco areas, deep stains requiring third-party, mould, oven glass removal, fly screens, grout and tile cleaning, furniture moving, external window cleaning, rubbish removal, cleaning of any type of blind or curtain, unless otherwise agreed upon in writing (SMS/email) by Us.

5. Re-Clean Claim process:

   • Provide Managing Agents report and photos within 72 hours of clean. It will be the Customers responsibility to provide access to the Property, or a Key Pickup/ Return fee applies.

   • We respond within 24–48 business hours to reschedule a Re-Clean or inspections if required

   • The Re-Clean addresses only listed items in the report from the Managing Agent.

   • The Post-Re-Clean warranty is valid for 48 hours. If no inspection or contact has been performed or received from the Customer regarding any issues, we will consider the Re-Clean to be complete and the job finalised.

6. Bond Back Guarantee void if:

   • Property is re-occupied or is having any obstructive or detrimental work performed that would affect the Service.

   • Property has any works carried out that would affect the provided Service (i.e. construction works, landscaping works, electrical or plumbing works etc.)

   • Utilities not working or missing. Outstanding items to be addressed after this time, will be subject to Key Return and/or Hourly Return fees.

   • Heavy items causing obstruction or not moved.

   • Rubbish or items remaining from Customer, not noted in Managing Agents report.

   • Natural events such as dust storms, water marks on windows, dead insects, and items alike, can occur quickly at the cleaned Property. These types of events are excluded from the Bond Back Guarantee

   • Act of God. (i.e. flood, fire, storms, hurricane, etc)

 

8. CLAIMS & COMPLAINTS

1. Notify within 24 hrs with photos of any damage beyond Wear and Tear you believe was caused by Us. Liability is limited to the maximum price of the Service.

2. Notify Us within 72 hours of any Re-Clean or inspection requirements.

3. Complaints must be sent to <info@bngpropertyservices.com.au> with your full details including photos and preferred resolution of your claim.

4. Disregard for the Complaints procedure may lead to dismissal of your claim.

5. If We are not afforded the opportunity to perform a Re-Clean or inspection to address matters highlighted in the Managing Agents report, any costs associated with employing another company will be the sole responsibility of the Customer.

6. You waive any claim against Us for consequential loss or cost due to lost bond, outstanding rent or alike expenses due to arise from the Service or Re-Clean.

 

9. GOVERNING LAWS

We abide by Victorian Government Workplace Legislation, Residential Tenancies Act 1997 and Fair Work Act 1999. Disputes under Australian Consumer Laws to be resolved via Consumer Affairs Victoria or VCAT where applicable.

 

10. PRIVACY POLICY

We collect only necessary personal information for scheduling, billing, and service delivery. We do not share or sell client data.

 

11. ACCEPTANCE

By proceeding with booking/payment, you confirm you have read, understood and agree to be bound by these Terms and Conditions.

 

Property of B&G Property Services – Melbourne, Victoria.

All care taken; professional legal review recommended before adoption.