Effective Date: 14 June 2025
Terms of Service
1. Scope of Services
Dust Till Dawn provides professional residential and commercial cleaning services including general cleaning, deep cleaning, end-of-lease cleaning, and other services reasonably tailored within the above — such as window or oven cleaning — when requested or agreed upon. We do not provide pest control, waste removal, upholstery or carpet shampooing (unless prearranged), yard work or garden services, or any service not explicitly agreed upon prior to or during the scheduled clean.
2. Access to Property
Access to the property must be arranged and available prior to the team’s arrival. This includes spare keys or secure lockbox access. If our team is unable to access the premises within 30 minutes of arrival, a $100 call-out fee will be applied.
3. Cancellations & Rescheduling
You may cancel or reschedule your booking up to 24 hours prior to the scheduled time without penalty. Cancellations within 24 hours may incur a $50 late cancellation fee. “No-shows” (where no one is present and access isn’t provided) may be treated as a cancellation and charged accordingly.
4. Payment Terms
Invoices are due within 3 calendar days of issue. Accepted payment methods: bank transfer, secure online payment via invoice, or cash. Failure to pay within the 3-day window will result in a 10% late fee applied to the total balance. Payments overdue by 7 days or more may result in service suspension and formal recovery action.
5. Satisfaction Guarantee
If you are dissatisfied with a one-off service, please contact us within 24 hours of completion. We’ll happily return to rectify any issue within the original agreed scope of work, free of charge.
6. Client Responsibilities
Pets must be managed safely during service hours. Valuables, cash, and important items should be securely stored before arrival. Any attempt to “test” or bait staff by leaving out valuables or money will result in immediate cancellation of the contract at our discretion. Clients must notify us prior to the clean of any known hazards or environmental concerns that could impact staff safety.
7. Right to Refuse
Dust Till Dawn reserves the right to cancel or refuse service where the environment is hazardous, dangerous, or poses a risk to staff; where clients display aggressive, inappropriate, or unsafe behaviour; or where the condition of the property has been misrepresented or is deemed unreasonable for the allocated scope of work.
Insurance and Safety
Insurance Coverage
Dust Till Dawn holds valid insurance including public liability and personal accident and sickness coverage. All cleaners and subcontractors are protected under these policies. Certificates of currency are available upon request.
Safe Work Practices
Our team is fully trained and experienced in the correct use of all equipment, chemicals, and tools related to their scheduled scope of work. We adhere to workplace safety standards and hygiene protocols. Our team is fully trained and experienced in the correct use of all equipment, chemicals, and tools related to their scheduled scope of work. We adhere to workplace safety standards and hygiene protocols.
Client Protection
Furniture and appliances may be moved if safe to do so and within manual handling limits. Our team will never touch or handle cash, valuables, jewellery, or any item of monetary value. Staff will not access or interact with legal, financial, or medical records or documents under any circumstances.
Customer Policies
Damage & Breakage Damage & Breakage
Any incident resulting in damage must be reported to the client, employer, or contractor immediately or at the conclusion of service. Dust Till Dawn will investigate and act on any valid claims where we are at fault. Pre-existing damage, natural wear, or previously compromised items do not qualify for remediation under our policy.
Pets
Our team must be provided with a safe and non-aggressive environment. If an animal’s behaviour poses a risk or disrupts service, cleaners are authorised to pause, delay, or withdraw from the clean entirely. No refund will be issued under these circumstances.
Privacy & Media
All client data is used solely for service-related communication and is never shared or sold. Photos may be taken before or after services like end-of-lease or pre-sale cleans, strictly for legal and safety documentation. Showcase or social media photography will only be used with prior client consent and will never include identifying personal items, people, or sensitive documents.
Refusal & Termination
We reserve the right to terminate service at any time due to unsafe working conditions, abusive or threatening behaviour, non-payment, or breach of terms.