Terms and Conditions

By using VeloClean’s services, you agree to abide by the following Terms and Conditions. Please read these terms carefully before making a booking.

1. Services Provided

VeloClean offers professional Airbnb cleaning services, including:

General cleaning
Property-specific cleaning requirements based on client specifications.

Services will be provided as per client specifications within agreed hours. Any additional services or special requests must be confirmed before the cleaning date.

2. Payment Policy

Card Storage: When you book a cleaning service, you agree to provide valid credit or debit card details, which will be securely stored for future use. These details are used solely for the purpose of processing payment after the cleaning service is completed.
Authorisation: At the time of booking, your card will be authorised for the service amount. This means that the funds will be reserved on your account, but no payment will be taken until the service is provided.
Charging After Service: Your card will be charged for the agreed-upon service fee after the cleaning is completed. You will receive an invoice and receipt via email once payment has been processed.
Payment Failure: If we are unable to process payment after the service, you will be contacted to settle the outstanding balance. If payment is not received within a reasonable timeframe, services may be suspended until payment is completed.
Disputes: In case of a dispute, please contact us directly to resolve any issues. Chargebacks for services rendered may incur additional fees, and services will not be re-performed until the payment issue is resolved.
Accepted Payment Methods: VeloClean accepts payments via Stripe, which supports major debit and credit cards, including Visa, Mastercard, and American Express. All payments are processed securely through our invoice link.
Late Payment Fees: If payment is not received on time, Client will be notified and must provide an alternate payment method within 24 hours. Failure to do so may result in a late fee of 10% of the total service cost or service suspension until payment is received.

3. Cancellation & Rescheduling

Free Cancellation: Clients may cancel their booking up to 48 hours before the scheduled service with no charge.
Late Cancellation (less than 48 hours): Cancellations made within 48 hours of the scheduled service will incur a 25% cancellation fee of the total service cost.
Late Cancellation (less than 24 hours): Cancellations made within 24 hours of the scheduled service will incur a 50% cancellation fee of the total service cost.
Same-Day Cancellation: Cancellations made on the day of the scheduled service will incur a 100% cancellation fee, as staff and resources are allocated in advance.
Rescheduling: Clients may request one complimentary rescheduling per booking, provided notice is given at least 48 hours in advance. Additional rescheduling requests may incur a $30 administrative fee.

4. Our Cleaning Professionals

All cleaning professionals providing services through Veloclean are highly vetted independent contractors who must meet our strict quality and service standards before accepting jobs. We take pride in working with individuals who demonstrate professionalism, reliability, and attention to detail on every assignment.

5. Right to Refuse Service

VeloClean reserves the right to refuse or discontinue service for the following reasons:

Unsafe or hazardous conditions
Excessive clutter or hoarding situations
The presence of weapons or dangerous materials
Disconnected utilities (electricity, water, etc.)
Aggressive pets or threatening behaviour
Any situation where our cleaning professionals feel unsafe or uncomfortable

If a cleaner arrives and deems the conditions unacceptable, service may be refused, and a cancellation fee will apply.

6. Client Responsibilities & Cleaning Day Preparation

To ensure an efficient and thorough cleaning, we ask that clients:

Provide clear access to the areas that need cleaning
Secure fragile or valuable items before service
Disclose any special cleaning instructions in advance

If additional time is needed to clear surfaces or floors, please inform us in advance, and pricing will be adjusted accordingly.

7. Service Fees & Condition Grading

All quotes provided online, over the phone, or via message are based on information supplied by the client. Final pricing may be adjusted if the property’s actual condition differs from what was described.

If additional time is required due to the condition of the property, Veloclean will contact you before proceeding. If we are unable to reach you, the cleaning may be paused, rescheduled, or subject to a cancellation fee.

Please use the grading guide below to accurately describe your property when booking:

Grade A – Guest-Ready

No visible dust, crumbs, or clutter
No dishes in the sink or on counters
Trash is in bins
Bathrooms and kitchen recently cleaned
Home appears freshly cleaned or guest-ready

Grade B – Light Use

Light surface dust or crumbs
Minimal clutter (e.g. 1-2 items out of place)
Up to 2 dishes in the sink
Trash contained
Light signs of use, but no visible buildup or pet hair

Grade C – Moderate Mess

Noticeable dust, crumbs, or smudges
Moderate clutter (clothes, personal items, toys)
Dishes in the sink or food on counters
Visible pet hair
Trash in multiple rooms
Bathroom/kitchen shows grime or buildup

Grade D – Very Dirty

Heavy dust, sticky or greasy surfaces
Excessive pet hair
Overflowing trash or strong odors
Stains on floors or counters
Bathroom/kitchen requires deep scrubbing
No hazardous or biohazard conditions

Grade F – Extreme Condition

Biohazards (e.g. mold, pests, bodily fluids)
Rotting food, animal waste, or hoarding
Floors or linens heavily soiled
Property requires deep clean with multiple cleaners
Unsafe or uncleanable under standard service

Note: If the home is deemed to be in Grade F condition, service may be refused and a cancellation fee may apply.

8. Satisfaction Guarantee & Re-Clean Policy

At Veloclean, we stand behind the quality of our work. If a Client is not satisfied with the cleaning service, we offer one complimentary re-clean of the affected areas within 48 hours of the original service date.

To qualify for a re-clean:

The Client must notify Veloclean within 24 hours of the service.
The complaint must include clear descriptions and photos of the issue.
The cleaner must have been given sufficient time to complete the job, based on Veloclean’s minimum cleaning time guidelines for the property size.

Important notes:

Complaints must relate to tasks included in our General Cleaning Checklist or agreed upon at the time of booking.
Complaints must pertain strictly to cleaning issues, not renovation-related damage, wear and tear, or maintenance issues.
No refunds will be issued after a re-clean has been completed.
Refunds will only be considered in rare circumstances where the service was clearly not delivered as agreed, and are issued solely at Veloclean’s discretion.

9. Health & Safety Disclaimer

VeloClean does not handle hazardous materials, including but not limited to mould, biohazardous waste, pest infestations, or excessive hoarding conditions. If such conditions are discovered, service will be refused, and a cancellation fee may apply.

10. Independent Contractors & Liability Disclaimer

At Veloclean, we work with experienced, carefully vetted cleaning professionals who meet our high standards for quality, reliability, and professionalism. While these cleaners operate as independent contractors, they are trusted partners and an essential part of the Veloclean team experience.

Each contractor is required to carry their own liability insurance and is responsible for the services they perform.

Please note:

These professionals are not employees, agents, or legal representatives of Veloclean.
Veloclean is not liable for any injuries, damages, or losses caused by independent contractors.
Any service-related concerns should be reported directly to Veloclean within 24 hours. We will always do our best to resolve the matter fairly and promptly.
By booking with Veloclean, you acknowledge and accept this working relationship and agree not to hold Veloclean liable for issues resulting directly from a contractor’s actions.

We stand behind the quality of every cleaning professional we work with and are committed to your satisfaction.

11. Non-Solicitation of Veloclean Contractors

By using Veloclean’s services, you agree not to directly hire, solicit, or offer employment to any Veloclean-affiliated contractor for personal or commercial cleaning services at any time during your engagement with Veloclean and for a period of 12 months following your last completed service.

Veloclean invests considerable resources into recruiting, vetting, and training our professional contractors. This policy is in place to ensure fair business practices and the continued quality of service for all clients.

Violation of this clause will result in a $1,500 fee to cover the cost of lost business, contractor reassignment, and recruitment efforts.

12. Lockouts & Inaccessible Properties

Clients must ensure our team has access to the property at the scheduled time. If we arrive and are unable to enter due to locked doors, missing keys, or security issues, we will attempt to contact you. If no response is received within 15 minutes, the cleaning will be cancelled, and a fee will be charged per our cancellation policy.

13. Termination of Service

VeloClean reserves the right to terminate service at any time due to:

Violation of these terms and conditions
Unsafe or inappropriate behaviour
Repeated cancellations or non-payment

14. Confidentiality & Privacy

Privacy Protection: VeloClean values its clients' privacy and will not share or sell client information to any third parties.
Data Security: All personal information is stored securely and used solely for the purposes of providing cleaning services and related communications.

15. Governing Law

These Terms and Conditions are governed by the laws of Western Australia. Any disputes arising under these terms will be resolved under the jurisdiction of the courts in Western Australia.

16. Amendments

VeloClean reserves the right to modify these Terms and Conditions at any time. The latest version will always be available on our website. Continued use of our services constitutes acceptance of any changes.