1. Scope of Services

1.1 Our Service

Coast To Coast Cleaning Co. provides domestic cleaning services to help clients maintain a clean and safe living environment.

Our standard maintenance clean covers the agreed scope of services outlined in your service agreement.

We are not a white glove service, maid service, or personal assistance provider. Our focus is on delivering a consistent, high-quality maintenance clean.

Our services are delivered within the allocated service time agreed at the time of booking. During this time our team focuses on completing the agreed cleaning tasks safely and effectively.

Service delivery may vary slightly between visits depending on factors such as weather conditions, the layout and size of the home, access to areas within the home, and the overall condition of the property on the day.

Once your agreed-upon service is complete, our team will leave the premises.

1.2 Service Delivery

Our team will deliver the clean in accordance with the scope of services clearly set out in your service agreement, within the allocated service time.

The time allocated for your service includes arrival, preparation of equipment, communication, safe movement through the home, completion of cleaning tasks, and pack-down of equipment.

Any requests for tasks outside the agreed scope must be discussed and confirmed with our office prior to the service date. Please note that changes to the condition of the home, or any alteration to the circumstances under which the home was originally assessed, may affect what can reasonably be achieved within the allocated service time. Where the condition or layout of the home has changed significantly, we may need to review and adjust the agreed scope accordingly.

1.3 Scope Limitations and Right to Refuse

We reserve the right to decline cleaning certain areas or items if they pose a safety risk, are excessively cluttered, or fall outside our scope of work. This includes:

- Areas with excessive clutter or obstructions that prevent safe access

- Shelves with fragile or numerous ornaments

- Fragile or valuable items positioned where they could easily be damaged

- Tasks requiring specialist equipment or expertise beyond standard cleaning

- Any work deemed unsafe for our team or the client

- Biological or health hazards not disclosed prior to the service, including bodily fluids, sharps, pest infestations, mould, or other contamination requiring specialised procedures

Any requests for services outside our standard maintenance scope will need to be arranged separately and may incur additional charges.

1.4 Items, Movement, and Breakages

Our team will assess on the day whether items need to be moved prior to cleaning based on safety and practicality. Staff have full discretion to decline moving items they deem unsafe or impractical.

Clients are responsible for securing or storing valuable, fragile, or easily breakable items before the scheduled clean. This includes ornaments,

jewellery, money, and anything positioned where it could be accidentally knocked or damaged.

If there are small items we should be aware of (such as jewellery or delicate objects), please notify our team when they arrive.

We are not responsible for damage to items that:

- Were already broken, faulty, or deteriorating before our arrival

- Are positioned unsecurely or in cluttered spaces

- Became damaged due to pre-existing faults during normal cleaning

Should any damage occur due to our staff's handling, we will communicate with you promptly and work with you to resolve the matter.

2. Service Agreement

2.1 How Your Service Agreement Works

Before your first clean, Coast To Coast Cleaning Co. will discuss and agree the scope of services with you. This includes the cleaning tasks to be completed, the frequency of your service, your scheduled day and time, and the applicable rate. This agreement will be confirmed with you in writing via email and forms the basis of the services we deliver.

These Terms of Service form part of your service agreement and apply to all services provided by Coast To Coast Cleaning Co. By proceeding with your first scheduled clean, you confirm your acceptance of both the agreed scope and these terms.

If you wish to change the scope of your service at any time — such as adding or removing tasks, changing your frequency, or adjusting your schedule — please contact our office and we will update your agreement accordingly.

3. Payment Terms

3.1 Payment Schedule

Payment is collected 24 working hours prior to the scheduled service being completed.

Failure to make payment by the required time may result in your clean being postponed until payment has been received in full.

3.2 Payment Methods

Payment is processed via direct debit as our preferred method. Alternatively, clients may opt to pay via bank transfer.

If you elect to pay by bank transfer, payment must still be received and cleared in our account at least 24 working hours prior to your scheduled clean.

This ensures your spot on the schedule is secured and avoids any miscommunication regarding your service proceeding. Failure for funds to clear by this time may still result in your clean being placed on hold until payment is confirmed. If you anticipate any difficulty meeting this timeframe, please contact our office as soon as possible so we can discuss your circumstances and determine the best course of action at our discretion.

Our cleaning crew are not responsible for collecting cash payments and will not handle cash transactions on behalf of the business. Please do not present cash to crew members at the time of service.

3.3 Missed or Postponed Services Due to Non-Payment

Where a clean is postponed due to non-payment, Coast To Coast Cleaning Co. reserves the right to remove the client from their allocated cleaning schedule day and time. That slot may be offered to another client. Services will not recommence until outstanding payment has been collected in full.

Upon payment being received and services recommencing, the client will be provided with available day and time options for their clean. Where their original schedule slot has been allocated to another client, the original day and time cannot be guaranteed.

3.4 Credit for Services We Cannot Fulfil

In the rare event that Coast To Coast Cleaning Co. is unable to fulfil a scheduled clean due to circumstances on our end — such as staff illness, operational issues, or other reasons within our control — and payment has already been collected, the amount paid will be credited toward your next scheduled service. No additional charge will apply for the rescheduled clean. This credit applies only where the inability to fulfil the service is attributable to Coast To Coast Cleaning Co. Where a service cannot proceed due to circumstances on the client’s end (including but not limited to access issues, non-attendance, or refusal of service), standard cancellation terms apply and no credit will be issued.

This measure is in place to protect our clients and to maintain a fair and transparent billing arrangement.

3.5 Tips and Gifts

Crew members are not permitted to accept cash payments, donations, or tips. Our team will never request money directly and are not authorised to handle such transactions.

Gifts or items with a value exceeding five dollars cannot be accepted by our team. Small gestures such as a thank-you card are welcome and appreciated. If you wish to provide a larger gift, please contact Coast To Coast Cleaning Co. management to discuss.

3.6 Pricing and Rate Changes

Your service rate will be agreed and confirmed in writing prior to your first clean. Coast To Coast Cleaning Co. reserves the right to review and adjust pricing from time to time. Where a rate change applies to your service, we will provide you with a minimum of 30 days written notice before the new rate takes effect.

If you do not wish to continue services at the revised rate, you may provide notice of termination in accordance with Section 12.7 of these terms.

3.7 GST and Invoicing

All prices quoted by Coast To Coast Cleaning Co. are exclusive of GST. GST will be added to the quoted rate at the applicable rate of 10% and will be reflected in your invoice or payment confirmation.

I

nvoices or payment receipts are available upon request. If you require a tax invoice for any service, please contact our office at [email protected] and we will arrange this for you.

4. Cancellations and Missed Services

4.1 Cancellation Notice

Cancellations made with less than twenty-four hours notice will incur the full charge of the scheduled service.

If two or more scheduled cleans are cancelled consecutively, we reserve the right to remove the client from their regular schedule. Your preferred day and time may not be available again.

4.2 How to Cancel

All cancellations must be made directly with our office — either in writing or by speaking with a member of our office staff.

Communication with cleaning crew while they are present at your home does not constitute a formal cancellation and will not be recorded as such.

Verbal instructions given to cleaners on the day will not be accepted as cancellation notice.

To cancel a service, please contact us by:

- Phone — by speaking directly with a member of our office team

- Email — to [email protected] if you are unable to reach us by phone

Cancellation requests sent by text message or communicated to cleaning staff directly will not be accepted. Failure to follow this process may result in the service still being charged in full.

4.3 Missed Services and No-Shows

The full service charge will apply where a service cannot proceed due to circumstances within the client's control. This includes:

- The client is not home at the scheduled service time

- Access to the home cannot be gained

- The service is refused on arrival

- Safety instructions are not followed and the service cannot proceed

- You ask our team to leave before the service is complete

- You refuse to accept an assigned staff member and the service cannot proceed as a result

This policy exists because our team attends your home in good faith and has allocated their time and resources to your service. Late notice or failure to be present results in a direct cost to the business that cannot be recovered.

4.4 Full Service Charges — General Policy

Where a scheduled service cannot be reasonably completed due to any circumstance within the client’s control and outlined in this service agreement — including but not limited to issues of access, safety, client behaviour, pets, utilities, unauthorised visitors, or failure to follow our team’s reasonable instructions — the full service charge will apply. This applies regardless of whether the clean was partially completed, not started, or stopped before completion. This clause does not apply where a service cannot be completed due to circumstances genuinely outside the client’s reasonable control, in which case we will work with the client in good faith to find a suitable resolution.

Our team’s time is scheduled, allocated, and committed to you. When a service cannot proceed through no fault of Coast To Coast Cleaning Co., that time cannot be recovered. The full charge reflects this commitment.

4.5 Public Holidays

If your scheduled service falls on a public holiday, we will endeavour to offer you an alternative service date within that week or nearby. If an alternative cannot be arranged, that service may be skipped. Standard cancellation terms do not apply to public holiday adjustments made by us.

5. Safety and Workplace Health

5.1 Footwear

All staff are required to wear rubber-soled shoes at all times while on your property for workplace health and safety reasons. Staff cannot remove their shoes before entering the home, including in households where shoes are not normally worn indoors.

5.2 Client Safety and Following Instructions

For the safety of everyone in the home, our team may provide safety instructions while cleaning is taking place. This may include asking clients or visitors to remain in a safe area while certain tasks are completed.

We ask that clients and visitors:

- Avoid walking over vacuum cords or through wet floor areas

- Stay clear of spaces where our team is actively working

- Avoid closely following our team as they move through the home

- Follow any other safety guidance our team provides on the day

If safety instructions are not followed, our team may modify or pause the service. If a safe working environment cannot be maintained, we reserve the right to stop the service entirely.

5.3 Wet Floors and Active Cleaning Zones

Our team may have wet floors, equipment, or cleaning products in use during the service. We ask that clients and visitors avoid walking through areas currently being cleaned. Please wait until the area is dry and clear before entering.

5.4 Temperature and Airflow

Cleaning is physically demanding work, particularly in hot or humid conditions. Where possible, we may request ceiling fans be turned on, windows opened, or air conditioning used. On very hot or humid days, the pace or order of tasks may be adjusted to ensure our team can work safely.

5.5 Right to Refuse Unsafe Work

Coast To Coast Cleaning Co. reserves the right to refuse service for any task deemed unsafe or unreasonable. This includes areas that are excessively soiled, in a state of disrepair, or likely to cause harm through ordinary cleaning methods.

5.6 Personal Emergencies

If our team believes a client may be experiencing a medical emergency, staff may activate a medical alarm system or contact emergency services (000) in good faith. We encourage clients to ensure any medical alarm is in a visible, accessible location.

6. Respectful Working Environment

Coast To Coast Cleaning Co. is committed to providing a safe and respectful working environment for our staff. We ask that all clients and visitors treat our team with courtesy and respect at all times.

6.1 Behaviour Expectations

The following behaviour will not be tolerated:

- Aggressive or abusive language

- Harassment or intimidation

- Repeated passive-aggressive or belittling comments

- Bullying or pestering behaviour toward staff

- Behaviour that makes staff feel unsafe or uncomfortable

- Treating staff in a manner that is directive, demanding, or dismissive — our team are cleaning professionals engaged in a working relationship with you, not employees under your direction

If such behaviour occurs, Coast To Coast Cleaning Co. reserves the right to pause or refuse service immediately. This may result in termination of services.

6.2 We Are Human

Every member of our team is a person first. They come to work to do a good job, and they deserve to be treated with dignity and respect — the same as anyone would expect in their workplace. Our staff are not defined by the tasks they perform, and entering your home to clean it does not make them any less deserving of basic human decency.

The behaviours outlined in Section 5.1 will not be tolerated by Coast To Coast Cleaning Co. under any circumstances. We reserve the right to act on behalf of our team at all times.

6.3 Complaints and Feedback

We welcome feedback and see complaints as an opportunity to improve our services. If you have a complaint, we ask that it be directed through our office rather than raised directly with the cleaning team.

Formal complaints can be submitted in writing to: [email protected]

All complaints are recorded as part of our quality and continuous improvement processes.

7. Your Scheduled Clean

7.1 Scheduled Window and Timing

Unlike a phone or internet company telling you they will arrive somewhere between 9am and 5pm, we will always give you a specific clean time. We just ask that you treat that as your cleaning window rather than an exact arrival time. For example, a clean booked at 9:00am means our team may arrive anywhere between 8:45am and 9:15am depending on traffic and logistics on the day. We will always do our best to be there on time, every time. If for any reason our team is running later than the scheduled cleaning window, we will endeavour to contact you as soon as possible to let you know.

Please avoid scheduling appointments or commitments that fall within your cleaning window to avoid having to cut your service short as a result. If our team arrives within the scheduled cleaning window and is refused access to the home for any reason, standard charges apply as outlined in Section 3.

7.2 Visitors and Appointments During Cleans

To allow our team to complete the clean safely and efficiently, we recommend avoiding scheduling tradespeople, appointments, or visitors during your cleaning time. Visitors during the clean can create safety risks due to equipment and wet floors, and may result in the service being paused or modified.

7.3 Access to the Home

Only authorised individuals should be present during a scheduled clean. If our team encounters unknown individuals not accompanied by the client, we reserve the right to pause or refuse the service until the situation can be clarified.

7.4 Consistency of Cleaning Staff

While we always aim to schedule the same cleaners where possible, we cannot guarantee the same staff member at every visit due to leave, illness, or scheduling. All Coast To Coast Cleaning Co. staff follow the same systems and standards to ensure consistent service quality.

8. Access and Preparation

8.1 Access Requirements

Cleaners require unobstructed access to all areas to be cleaned, as well as access to electricity and running water. If utilities are unavailable or access is obstructed, the quality of the clean cannot be guaranteed and the service may need to be rescheduled.

8.2 Entry Instructions

Please provide clear access instructions in advance, including key locations, lockbox codes, gate or building access, alarm details, and parking requirements. Last-minute changes to entry instructions on the day of service may result in delays or the team being unable to access the property.

8.3 Preparing Your Home

To help us deliver the best clean possible, we recommend:

- Clearing clutter from key surfaces where possible

- Securing or storing valuable and fragile items

- Ensuring pets are safely contained

- Supplying a toilet brush for each toilet and toilet paper

If toilet brushes or toilet paper are not available, we may be unable to clean toilet areas.

8.4 Pets

Pets should be restrained or kept in a designated area during cleaning. If a pet shows aggressive behaviour, our staff may leave the premises for their safety. Please inform us of any pets when booking.

9. Equipment and Supplies

9.1 What We Provide

Coast To Coast Cleaning Co. provides all necessary cleaning supplies and equipment. Our team members are trained to use only company-provided equipment and approved cleaning products.

9.2 What You Need to Provide

Please ensure you have an operational toilet brush for each toilet in your home and toilet paper. If these are not available, we may be unable to clean toilet areas.

9.3 Equipment Standards

We do not use client-provided microfibre cloths, mops, or other cleaning equipment. This is to maintain our cross-contamination and infection control standards.

Our team will not use cleaning chemicals they have not been trained on, including bleach and household cleaning products not approved by our business.

10. Privacy, Communication, and Feedback

10.1 Privacy and Confidentiality

Coast To Coast Cleaning Co. is committed to safeguarding the privacy of our clients and staff. All personal information is collected, held, and handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We will not disclose personal information to third parties without your consent, except where required by law. Please refer to Section 12.9 of these terms for full details of our privacy obligations and your rights.

We ask that clients respect the privacy of our team members and not seek or share their personal contact details.

10.2 Photography and Quality Assurance

Coast To Coast Cleaning Co. may conduct periodic quality audits during scheduled cleans. Photos may be taken for documentation and training purposes. Clients may opt out of photography by notifying us in writing.

11. Dispute Resolution

11.1 Raising a Concern

If you are dissatisfied with any aspect of your service, we encourage you to contact our office as soon as possible so we can work toward a resolution. Most concerns can be resolved quickly and informally through direct communication with our team.

You can reach us by phone on 0487 080 343 or in writing at [email protected]. We ask that any formal complaint be submitted in writing so it can be properly recorded and reviewed.

11.2 Resolution Process

Upon receiving a formal complaint, Coast To Coast Cleaning Co. will acknowledge receipt within two business days and work toward a resolution in good faith. We will keep you informed throughout the process and aim to resolve all disputes promptly and fairly.

If a dispute cannot be resolved through direct communication, both parties agree to attempt resolution through a mutually agreed mediator before pursuing any formal legal action. This agreement is governed by the laws of Queensland, Australia.

12. Other Terms

12.1 Illness Policy

If anyone in your household is unwell with a contagious illness (such as COVID-19, flu, cold, or similar), please notify us as soon as possible. We will work with you to implement appropriate measures or reschedule the service. As a last resort, the service may need to be cancelled to protect the health of our team and other clients.

12.2 Non-Solicitation

Clients agree not to hire, engage, solicit, or otherwise directly or indirectly procure the services of any current or former employee or contractor of Coast To Coast Cleaning Co. for a period of 12 months following the conclusion of services. This includes but is not limited to making direct approaches to staff, obtaining their personal contact details, engaging with them via social media, or encouraging them to leave Coast To Coast Cleaning Co. for the client’s own financial gain or benefit.

The client acknowledges that a breach of this clause causes genuine and material loss to Coast To Coast Cleaning Co., including but not limited to: the cost of recruiting and onboarding a replacement staff member; the value of training, systems knowledge, and processes invested in the solicited employee; the administrative and operational cost of replacing that staff member within existing client schedules; and the broader business disruption caused by their loss. In recognition of these costs, the client agrees to pay a fixed recruitment and replacement fee of $5,000 (inclusive of GST) per staff member solicited, engaged, or otherwise procured in breach of this clause. This amount represents a reasonable and genuine pre-estimate of the loss and costs incurred.

A breach of this clause may also result in the immediate termination of services. This clause does not limit any other rights or remedies available to Coast To Coast Cleaning Co. at law.

12.3 Insurance

Coast To Coast Cleaning Co. maintains comprehensive insurance coverage including public liability, professional indemnity, equipment, and WorkCover. Contact our office on 0487 080 343 if you require copies of certificates of insurance.

12.4 Subcontracting

Coast To Coast Cleaning Co. may subcontract services to third parties under certain circumstances. Any subcontractors will be held to the same standards of service quality and conduct. You will be notified in advance if a subcontractor is assigned without a Coast To Coast staff member present.

12.5 Environmental Policy

We are committed to using eco-friendly, septic-safe cleaning products that are better for you, our cleaners, and the environment.

12.6 Force Majeure

Coast To Coast Cleaning Co. shall not be held liable for any failure to perform its obligations due to events beyond its reasonable control, including natural disasters, pandemics, or other unforeseen significant events. We will make all reasonable efforts to notify clients and resume services as soon as practicable.

12.7 Termination of Services

Either party may terminate this agreement by providing 14 days written notice. Notice must be provided in writing — either by email to [email protected] or by written letter delivered to our office. Verbal notice given to cleaning staff will not be accepted as formal notice of termination. Where a client provides notice of termination and payment has already been collected for a scheduled clean that falls within the notice period, that amount will be credited and applied to the final clean. No refund will be issued for services already rendered. Coast To Coast Cleaning Co. reserves the right to terminate services immediately and without notice in the following circumstances: unsafe working conditions that cannot be resolved; harassment, abuse, or threatening behaviour toward staff; repeated breaches of these terms; or a pattern of non-payment. Where immediate termination is enacted by Coast To Coast Cleaning Co., any pre-collected payment for services not yet delivered will be refunded to the client in full within a reasonable timeframe, and no further charges or penalties will apply to the client. Where Coast To Coast Cleaning Co. exercises its right to vary the scope of services or adjust pricing under these terms, the client may terminate this agreement without penalty by providing written notice within 14 days of being notified of that change.

12.8 Australian Consumer Law — Consumer Guarantees

Nothing in these terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a resupply of services that are not rendered with due care and skill, or a refund where the failure cannot be remedied. Where liability for breach of a guarantee cannot be excluded, our liability is limited, to the extent permitted by law, to the resupply of the relevant services or the cost of having the services resupplied. Nothing in this clause is intended to limit any right you have under Australian Consumer Law that cannot lawfully be limited.

12.9 Privacy and Personal Information

Coast To Coast Cleaning Co. collects, holds, uses, and discloses personal information about clients and their households in order to deliver and manage our services. This may include sensitive information such as health conditions, mobility considerations, medical alarm details, and access information. All personal information is handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We will only use your personal information for the purpose for which it was collected — being the delivery of cleaning services — and will not disclose it to third parties without your consent, except where required or authorised by law. Access credentials, alarm codes, and similar sensitive information are shared only with directly assigned staff on a need-to-know basis and are stored securely. You may request access to the personal information we hold about you at any time by contacting our office at [email protected].

12.10 Governing Law

This agreement is governed by the laws of Queensland, Australia.

13. Acceptance of Terms

By accepting and continuing with our services, you agree to the terms and conditions outlined in this document. Please read these terms carefully before your first service. If you do not agree with any part of these terms, please contact our office before your first scheduled clean so we can discuss your concerns. Our terms are subject to change at our discretion. We will notify you of any amendments in writing at least 14 days before changes take effect, and will post updated terms at cleanersau.com. If you do not wish to continue services under amended terms, you may terminate the agreement in accordance with Section 12.7 without penalty. Your continued use of our services after the effective date of any amendment constitutes your acceptance of the updated terms. Nothing in this acceptance clause excludes or limits any right you have under the Australian Consumer Law.

You can request a copy of these terms at any time by contacting our office on 0487 080 343 or at [email protected].