Where Every Home
Becomes a Sanctuary

1. Service Agreement

By booking a cleaning service with ShineZen, you ("the Client") agree to these Terms and Conditions. ShineZen ("we", "us") will provide cleaning services as described at the time of booking. All services are subject to these terms, which may be updated from time to time.

2. Booking & Deposit Policy

• A 10% deposit of the total quoted price is required at the time of booking to secure your appointment.
• The deposit will be deducted from your final invoice and is payable on the day of your clean.
• Bookings are not confirmed until the deposit has been received.
• The deposit can be paid via bank transfer or other payment methods as advised by ShineZen.

3. Cancellation & Rescheduling

• Cancellations made more than 24 hours before the scheduled clean time will be eligible for a full deposit refund or credit.
• Cancellations made within 24 hours of the scheduled clean (including same-day cancellations and no-shows) will forfeit the deposit.
• Rescheduling requests made with more than 24 hours' notice will be accommodated subject to availability at no extra charge.
• ShineZen reserves the right to cancel or reschedule a booking due to unforeseen circumstances (e.g. illness, safety concerns). In such cases, the deposit will be fully refunded or the booking rescheduled at no extra cost.

4. Payment Terms

• The balance of the invoice (total minus deposit) is due on the day of the clean, upon completion of services.
• Accepted payment methods include bank transfer, cash, and other methods as agreed.
• Invoices not paid within 7 days of the service date may incur a late payment fee.

5. Scope of Services

• Services are as described in the chosen package (General, Deep, or End of Lease) and any confirmed add-ons.
• End of Lease packages include inside all cupboards/drawers/wardrobes, 1 balcony clean and 1 oven deep clean. Blind/shutter cleaning and full wall washing are add-ons and must be requested and confirmed at the time of booking.
• Move-In Clean packages include inside all cupboards, drawers and wardrobes on the basis that the property is vacant and emptied by the previous occupant.
• A complimentary 10-minute wall spot clean is included in End of Lease and Move-In bookings for minor marks. This does not cover full wall washing.
• ShineZen does not accept responsibility for pre-existing damage, stains, or areas that cannot be cleaned due to the condition of the property.
• Items requiring specialist attention (mould remediation, hazardous materials, biohazard cleaning) are excluded from standard packages.

6. Re-Clean & Satisfaction Guarantee

• If you are not satisfied with the service, you must notify ShineZen within 7 days of the clean.
• We will return to re-clean the unsatisfactory area(s) within 7 days of notification at no additional cost.
• The re-clean guarantee applies to specific areas of concern only and does not entitle the client to a full re-clean of the property.
• The guarantee is void if the property has been used, occupied, or altered since the original clean.
• Satisfaction Promise — Partial Refund: If a re-clean does not resolve your concern, you may request a partial refund of up to 50% of the service fee, subject to: (a) the issue being reported within 7 days of the original clean; (b) ShineZen being granted reasonable access to perform a re-clean; (c) dissatisfaction being attributable to ShineZen's workmanship and not pre-existing damage, staining beyond cleaning scope, pest activity, or inaccessible areas.
• We do not guarantee bond return — bond decisions rest solely with your landlord or property manager.
• Nothing in these terms limits your rights under the Australian Consumer Law.

7. End of Lease Guarantee

• ShineZen offers a 7-day re-clean guarantee for End of Lease cleans.
• If your property manager or agent identifies specific cleaning issues within 7 days of the clean, we will return to address those areas at no charge.
• The client must provide written evidence (e.g. a condition report or email from the agent) identifying the specific areas in question.
• The guarantee does not cover issues arising from damage, pre-existing conditions, or matters outside the scope of the agreed service.
• Bond refund is not guaranteed, as it is subject to the property manager's assessment and other factors outside ShineZen's control.

8. Access to Property

• The client is responsible for ensuring ShineZen has safe and reasonable access to the property at the agreed time.
• If our cleaners are unable to access the property at the scheduled time due to client-side issues, the booking may be forfeited and the deposit will not be refunded.
• The client must ensure all areas to be cleaned are accessible and free of hazards.

9. Health & Safety

• ShineZen cleaners will not work in conditions deemed unsafe, including extreme biohazards, aggressive animals, or hostile environments.
• Clients must disclose any known hazards (e.g. mould, pest infestations, chemical spills) prior to booking.
• ShineZen reserves the right to refuse or cease service if conditions pose a risk to the health or safety of our cleaners.
• In such cases, a partial fee may be charged for work completed.

10. Liability

• ShineZen takes great care with your property. In the unlikely event of accidental damage caused by our cleaners, please notify us within 24 hours with photos.
• ShineZen's liability is limited to the cost of repair or replacement of the damaged item, at our discretion.
• ShineZen is not liable for damage to items that are fragile, not properly secured, or pre-existing in a damaged state.
• ShineZen does not hold Public Liability Insurance. By booking, you acknowledge and accept this limitation.
• ShineZen is not liable for indirect, consequential, or economic losses.

11. Client Responsibilities

• Ensure the property is accessible and reasonably prepared (e.g. dishes not blocking the sink, floors cleared of excessive items).
• Secure or remove fragile, irreplaceable, or high-value items before the clean.
• Provide accurate information about the property size and condition at booking. Significant discrepancies may result in price adjustments.
• Notify ShineZen of any known hazards, allergies, or sensitivities.

12. Pricing & Variations

• All quoted prices are estimates based on the information provided at booking. The final price may vary if the actual condition or size of the property differs materially from what was described.
• Any additional work required beyond the agreed scope must be approved by the client before proceeding and will be charged accordingly.
• Prices include all products and equipment. GST is included in all displayed prices.

13. Privacy

We collect and store client information solely for the purpose of providing cleaning services. Your information will not be shared with third parties without your consent, except where required by law. For more information, please contact us at shinezen.au@gmail.com.

14. Force Majeure

ShineZen will not be held liable for failure to provide services due to circumstances beyond our reasonable control, including but not limited to severe weather, natural disasters, government restrictions, pandemics, or other force majeure events. In such cases, we will endeavour to reschedule your service at the earliest opportunity.

15. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of New South Wales. Nothing in these terms limits your rights under the Australian Consumer Law.