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Terms and Conditions

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    Terms and Conditions

    Do I need to read the terms and conditions?

    Yes, you really do.

    Look, we know that these are super annoying to read, we get it, we really do, but we cannot tell you how many times clients have NOT read these terms and conditions (but said they have) and then become upset at us for following our terms and conditions.

    We know they are boring..but they are necessary! Do you want us to provide you with the best service? Sure, you do right? Well…reading these will help that happen. We are quite frankly tired of having clients be rude because they couldn’t be bothered to read this page but say that they did. Believe us, your life, and ours will be less stressful if you actually read them, we promise, your vacate experience will be so much better for us all!!!

    So, PLEASE read these terms and conditions in full.

    Do you offer a bond back guarantee!

    Yes, we 100% do…BUT…

    To be able to offer a bond back guarantee, we need to know the full and true condition of the home. All quotes that we will provide are estimated only based on the information you provided. We use reasonable endeavours to quote as accurately as possible, however, these quotes are subject to change, e.g., not in the condition as described, an additional room not accounted for, additional items not quoted for, e.g., blinds.

    The property MUST have available power, hot water services, and MUST be empty of furniture. If your property does not have power or hot running water, please advise us immediately so that we can make arrangements to have a generator on site. If your property has furniture we must know as this will require an amendment to the quote. If you do not advise us of any of the above and we attend your property, there is a high probability that we will need to reschedule the appt, and this will incur a re-booking fee.

    If you tell us your home is in great condition, but it’s not, you cannot expect us to clean to a bond standard if we are not prepared. Extra time, effort, and elbow grease are required for homes that need additional loving so we MUST know this before we attend. If you do not tell us your home is in poor condition then we may have to reschedule your appt, as we may not have enough time to do it that day. We LOVE the tough jobs, we find them the most rewarding, but we must have the time available to do it. We also have staff that specialise in these types of cleans so need to make sure they are available on hand.

    Mrs Muscle cleaning does not remove sticky items from walls, or paint from floors. This is due to the potential damage that may be caused by the removal of these items, so it is expected that these will be removed prior to our arrival in preparation for cleaning.

    We reserve the right to refuse to clean any items that pose a potential risk to our staff, e.g., a broken power point, window dangerous light fittings or working at heights, or second story windows. In these circumstances, we will advise you prior to leaving your property.

    We always 100% try to do our best first time around, but as a vacate cleans are so in-depth, there are occasions when we miss a few things. We apologise profusely in advance for this. it is never our intention to do so. It is one of the reasons why we may need to visit twice to ensure the home is up to bond standard for you, to ensure you get your bond back.

    *We cannot be responsible for poorly maintained walls, carpets, etc.*

    *We are not miracle workers*

    I am so sorry to those clients who read this who are offended by the loud title, but it is necessary to include this as an important part of the website.

    When we clean your home, there are over 1000 things that need to be cleaned. Never I hear you say…but its’ true. When you count the endless skirting boards, the endless corners needing de-cobwebbing, the windowsills, tracks, frames, in your kitchen, each cupboard needs the inside of the cupboard, the top of the door, the side of the door, the sill on the inside, the inside of the door, the handle, the outside of the door and the kickback underneath all need cleaning. Multiply that by how many ‘cupboard’ doors you have in your home, and you already have several hundred items alone. That doesn’t include the oven, the stovetop, range-hood, filters, how many taps do you have in your home…the list goes on and on.

    Not only do we have all of these items to clean, we can have real estate expectations to manage at the end of your tenancy. There are unfortunately some (not all!) who enjoy the opportunity and the flex of saying that something isn’t right with the clean. Most of you reading this will understand this, you are the ones who deal with your agent day in day out…

    We have to specify this so clearly, because if you were to perform 1000 things at work in a day, it would be highly likely you may miss one or two things, OR do them all, but maybe one item not quite to standard. We genuinely don’t understand why clients are so rude to us if we need to return. Everyone in a ‘normal’ job, is given the opportunity to fix mistakes at work and we are no different.

    So, PLEASE, when you book us for an end of lease clean, understand we can’t promise you perfection (we try), first time round every time. We try our hardest, but we are human, not robots. If your agent isn’t happy, please don’t be rude to us. There isn’t any need. We are happy to return to fix any items that need fixing for no charge. So, you’re not out of pocket, not out of time, and if you can understand this, and allow us to return to complete the works, then we don’t see any reason not to get your bond back.

    Please don’t misunderstand, we are very very good at what we do, we rarely have to return, and we genuinely strive to do our best every single time. We really want to provide a great service, so please let us.

    *We will not work with clients who do not communicate with us in a polite and respectful manner*

    I have a balcony, blinds, stairs, study, or garage (and more), do I need to tell you this before you start?

    Yes, you do. As every room in the home needs a multitude of items to ensure bond standard, these take time and effort, therefore we need to know prior to the arrival of our teams, to ensure we allocate adequate time and cost to the clean. Some homes don’t have venetian / plantation blinds, some don’t have split systems, some don’t need external windows etc so we don’t include these in our standard quote, after all, why should 90% of people pay for a quote for items that are not standard in a home? Would you be happy with this method? We also do not include in an end-of-lease inside fridges or microwaves unless requested. The only appliances included in an end of lease is the oven and dishwasher as per your quote.

    The list we sent to you IS what is included so please check it thoroughly.

    If you are not sure, please send us a message to ask, we are more than happy to help.

    What does spot marking mean?

    Spot marking is the removal of finger marks around light switches, corners, by the front entrance, by doors on the way into rooms (e.g., where small children trail hands), large marks that may be damaged by furniture rubbing etc and is included in our quote.

    If you have walls that have finger marks in several places, or large areas (anything bigger than 1mt x.05 mt as a rough guide) where small children touch in bedrooms, hallways etc then this will require wall washing.

    If you have food spatter on painted walls in a kitchen, this will also likely need wall washing. The same applies if a home has lots of marks all over the walls in general, this requires wall washing not spot marking.

    If you are unsure if you need wall washing or spot marking, please feel free to send us photos so that we can assist you in working out what is required in your home.

    What is the difference between 'normal' cleaning and deep cleaning?

    A lot!!

    Deep cleaning is a specialised area, that needs higher levels of physicality, elbow grease and products. We MUST know if areas of your home require more attention on the first visit. This allows us to send in the correct team to do your first clean, and then we can arrange for our general home specialists to maintain your home from then onwards.

    The most common areas that need deep cleaning are the shower areas, and the kitchen. If you are unsure if you need deep cleaning, please send an enquiry. We will then either arrange to inspect or request photos to assess what needs to be done.

    If you do not advise that you have an area that requires deep cleaning, you will probably be disappointed with your first clean, and we don’t want that and we imagine neither do you. If we attend and are unable to clean your home due to lack of information, we may need to cancel the appointment and reschedule which may incur a rebooking fee.

    Booking and Cancellation Policy

    We appreciate your choice of Mrs. Muscle Cleaning for your cleaning needs. To ensure a smooth and effective process, please review the following payment and booking details:

    – It is solely the Clients responsibility to give access to the Property to Mrs Muscle Cleaning.

    – If the property is not accessible by key/keysafe or we are unable to enter at the required time, the Customer agrees that the non refundable booking fee will be waived, and a re-booking fee of $220 will be required prior to an appt being made.

    – A key collection location may be agreed upon with Mrs Muscle Cleaning in writing (SMS or email) and may be subject to an additional charge of $30.

    – Failure to gain access to the Property or late arrival of more than 30 minutes will result in an additional $220 cancellation fee or a $1220 postponement fee; postponements will be subject to available appts.

    **Booking Fee**: A $330 (including GST) booking fee is required at the time of scheduling your appointment.

    – This fee is refundable if you cancel or reschedule your appointment with more than 48 hours’ notice.
    – If you cancel or reschedule your appointment within 48 hours of the scheduled date, the booking fee becomes non-refundable.

    The non-refundable booking fee of $330 (including GST) will be deducted from the total service charge on the day of your appointment.

    **Remaining Payment**: The remaining payment for your service is due no later than 24 hours prior to your appointment. Failure to make full payment may result in automatic appointment cancellation, and the deposit is non-refundable.

    **Rescheduling or Cancellation**: We reserve the right to reschedule or cancel the service under the following circumstances:

    – The property’s condition or size does not match the provided description (e.g an additional bedroom, living room, or powder room).
    – Lack of power or hot running water at the property.
    – Presence of furniture in the home (applicable to Vacate Cleans / End of Lease / Move in / Move out cleans only).

    In such cases, the deposit will not be refunded.

    We also reserve the right to cancel a job if we find the property’s condition unsafe for our staff’s safety, health, or well-being or if access to the property is obstructed as agreed upon. Same-day cancellation fees will apply.

    Payments for the services are to be made via Cash, Square (credit/debit card incurs a 2.2% surcharge) or Bank Transfer at the time of booking. Unless agreed upon in writing, full payment is to be made prior to the commencement of the clean.

    If you are paying the booking fee via bank transfer, please send the remittance details to and allow 3 days for bank clearing.

    **Property Condition and Preparation**:

    At Mrs Muscle Cleaning, we are committed to delivering exceptional service. To ensure we meet your expectations, it’s essential that you provide an accurate description of your property’s condition.

    If your home requires additional attention due to its condition (if you are unsure please contact us and we can explain in more detail what this means), please inform us beforehand. We appreciate the opportunity to tackle challenging jobs and understand that extra time, effort, and expertise may be needed. Our specialised staff are ready to handle such situations, but we need to be adequately prepared and have allocated the time as you will not be our only client on the day.

    If we are not informed about your property’s actual condition in advance, it may lead to rescheduling your appointment and 50% charge of the value of your service applies. We really really want to ensure we allocate sufficient time and have the right team members available to meet your needs effectively.

    We truly value your business, and your honesty about your property’s condition helps us provide you with the best service possible. Please don’t hesitate to communicate any specific requirements or concerns you may have.

    In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date.

    What happens if I'm not happy with aspects of the clean?

    We are human, and sometimes we miss things! We never claim to be perfect (unfortunately) so on these occasions, what we would ask you to do is contact us politely and respectfully to advise us of the concern.

    If this is for end of lease cleaning, we will ask you to wait for the inspection by the real estate agent. so that if there are additional items the Agent requires, we can return to fix all of them at the same time to ensure return of your bond. We will ask for photos of the work required to ensure we fix what is required. As our aim is for you to obtain your bond back, we 100% endeavour to achieve this for you at our first visit.

    If your clean is not for end of tenancy reasons (e.g., pre/post sale, deceased estate), and you are on site to check our work before we leave, please do so thoroughly. Anything that is missed, we are happy to rectify at that moment in time. Acceptance of our work checked on site is final (hence our request for you to check thoroughly), we will not revisit several days later if you change your mind and decide later you are not happy. If you are on site at the time we finish, and decline to check our work, this is considered a final acceptance of our work and you waive the right for a re-clean.

    As it is our policy to fix any items we may have missed WE DO NOT PROVIDE ANY REFUNDS FOR SERVICES.

    Any failure to communicate with us in a polite and respectful manner will result in cancellation of future appts and services. We have a no-tolerance policy.

    By booking with Mrs Muscle Cleaning, you agree to the taking and use of ‘before and after’ photos to be used for training and marketing purposes.

    Costs of Recovery – The debtor/s shall pay for all costs actually incurred by Mrs Muscle Cleaning in the recovery of any monies owed under this Agreement. You agree to be liable for and indemnify Mrs Muscle Cleaning. These costs include recovery agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/client basis, debt collection commission and legal fees on an indemnity basis.


    – Any complaints must be made in writing and sent to

    – Any complaints must be made within 24 hours of the performed Service.

    – Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.

    – Complaints must also include what resolution the Client would like.

    – The Client acknowledges that they have the ability to view our website and follow the complaints procedure.

    – The Client acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

    – If you are satisfied with our proposed actions or remedies we will close the complaint and record the findings for our continuous improvement program.

    – If you are not satisfied with our proposed actions or remedies, we will record this and you acknowledge that either party reserve the right to refer the complaint to the relevant federal, state or territory consumer protection agency or legal advisor.