Clego Cleaning Services · ABN 29 476 324 829 · 132 Kavanagh Street, Southbank VIC 3006, Australia. Version 1.1 — last updated 27 July 2026.
These Terms of Service (“Terms”) govern every booking made with Clego (“Clego”, “we”, “us”, “our”) for residential and short-stay cleaning services in Melbourne, Victoria. By making a booking — online, via WhatsApp, by phone, or through our booking widget — you (“you”, “the client”) agree to these Terms.
Clego is the direct provider of the Services, not an introductory agent connecting you to an independent third party. Where a clean is carried out by a sub-contracted crew under clause 10, Clego remains responsible to you for the Services under these Terms.
3.1 You can request a Booking through our website calculator, WhatsApp, or by phone. We will confirm the scope, price and time slot back to you in writing before the Booking is treated as confirmed — this written confirmation is when the contract between you and Clego comes into force.
3.2 The price we confirm is a fixed, all-inclusive quote based on the property details you provide. If the property materially differs from what was described when our cleaner arrives, we will let you know before doing extra work and agree any additional charge with you first — we will not silently charge more.
3.3 For End of Lease/Bond cleans booked without a prior walkthrough, the quote is based on the information you provide and is confirmed as final once our cleaner has briefly inspected the property on arrival, before starting work.
4.1 We provide the Services using reasonable care and skill, in line with the checklist agreed for your service type, and in compliance with Australian law.
4.2 We supply our own cleaning equipment and commercial-grade, insured cleaning products unless otherwise agreed.
4.3 For every clean we complete a photo-verified checklist (before/after where relevant). This record is what our 72-hour guarantee (clause 8) is assessed against.
4.4 Clego may use vetted, insured sub-contracted cleaning crews to deliver the Services, particularly to cover peak demand (see clause 10). Clego remains responsible for the quality and outcome of the Services regardless of who physically performs the clean.
If we cannot access the property or safely perform the Services because of something in this clause 5 that wasn’t resolved in time, this is treated as a late cancellation by you under clause 7.
6.1 All prices quoted are in Australian dollars. Where Clego is registered for GST, prices include GST; if not yet GST-registered at the time of your Booking, no GST is added.
6.2 You can pay by: card online via our secure Stripe checkout link; Tap to Pay in person (tapping your own card on our cleaner’s phone at the end of the job); or bank cheque, by prior arrangement.
6.3 Clego does not currently charge a surcharge for any payment method. If we introduce one in future, it will not exceed our actual cost of accepting that payment method, and it will be disclosed to you in writing before you pay.
6.4 For one-off services, payment is due on completion of the clean unless we’ve agreed an advance payment with you in writing at the time of booking. For subscription/recurring cleaning, payment is processed per visit or per billing cycle as agreed at sign-up.
6.5 If a payment is declined or fails, we will contact you to arrange an alternative method before treating the Booking as unpaid or applying any charge under clause 7.
6.6 If you dispute a charge, contact us straight away (clause 11) and we will not pursue further payment action, late fees, or interest while we investigate in good faith. Nothing in this clause 6 limits your rights under the Australian Consumer Law.
This is the section most people want to read — we’ve tried to keep it plain and fair rather than burying it in legal language.
7.0 The Cancellation Charges in this clause are a genuine, reasonable pre-estimate of the loss Clego suffers when a Booking is cancelled or changed without enough notice. They are not intended as, and must not operate as, a penalty. Nothing in this clause 7 excludes, restricts or limits any right or remedy you have under the Australian Consumer Law.
7.1 One-off services (End of Lease/Bond Clean, Deep Clean, Airbnb Turnover Clean):
7.2 Subscription / recurring cleaning:
7.3 If Clego needs to cancel or reschedule a confirmed Booking (illness, an Event Outside Our Control under clause 12, or genuine unavailability), we will notify you as soon as possible, offer the next available slot, and you will not be charged anything for that change. If we cancel with less than 24 hours’ notice through no fault of yours, we will also waive the fee on your next booking as a goodwill gesture.
7.4 Refunds under this clause are returned to the original payment method within 5 business days.
7.5 If you believe a Cancellation Charge applied to you is disproportionate to Clego’s actual loss in your specific circumstances, contact us under clause 11 and we will review it in good faith.
8.1 For End of Lease/Bond cleans: if your property manager or landlord raises a specific, reasonable cleaning issue from their exit inspection within 72 hours of your clean, tell us and we will return to fix the flagged areas at no additional charge.
8.2 This guarantee covers cleaning-related items only. It does not cover pre-existing damage, wear and tear, items outside the agreed scope of the original booking, or issues first reported after the 72-hour window.
8.3 For all other service types, if you’re not satisfied with a specific, identifiable part of the clean, tell us within 24 hours and we will assess and, where reasonable, arrange a free touch-up.
9.1 Our Services are of a kind ordinarily acquired for personal, domestic or household use. Nothing in these Terms excludes, restricts or limits any right or remedy you have under the consumer guarantees in the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010).
9.2 The cap in this clause applies only to claims that fall outside the consumer guarantees referred to in clause 9.1. For those claims only, Clego’s total liability to you arising from a Booking is limited to the lower of AUD 5,000 or the amount you paid Clego for that Booking in the 12 months before the claim.
9.3 To the maximum extent permitted by law, Clego is not liable to you for indirect or consequential loss arising from a Booking.
9.4 We carry public liability insurance of at least AUD 10,000,000 and will make good any damage to your property directly caused by our cleaner’s negligence in the course of the clean, reported within the timeframes in clause 8 together with reasonable supporting evidence.
9.5 We are not responsible for pre-existing damage, normal wear and tear, or damage caused by faulty items, fixtures or equipment at the property that we were not made aware of.
10.1 Clego may engage vetted, insured sub-contractor cleaning companies to deliver Services, particularly during peak periods. Sub-contractors work to the same Clego checklist and photo-verification standard as our own team.
10.2 For as long as we’re providing you Services, and for six months afterwards, you agree not to engage our staff or sub-contractors directly for similar cleaning work, bypassing Clego.
If something isn’t right, contact us as soon as possible — most issues are easiest to fix within 24–72 hours of the clean:
We aim to acknowledge every complaint within 15 minutes during business hours (8am–8pm) and to propose a resolution within 24 hours.
We are not liable for delays or cancellations caused by events beyond our reasonable control — severe weather, natural disasters, government restrictions, or failures of third-party utilities. If such an event affects your Booking, we’ll contact you as soon as possible to reschedule, and clause 7’s Cancellation Charges will not apply to a change caused by an event under this clause.
We only use the personal information you give us (name, address, contact details, payment details processed securely by Stripe) to deliver and bill for the Services you’ve booked, and to contact you about that booking. We do not sell your data. See our full Privacy Policy for details.
We may update these Terms from time to time — for example to reflect a change in pricing, payment processor, or the law. Any change will be posted on clego.com.au with an updated “Version” date at the top of this document. Changes do not affect a Booking you’ve already confirmed with us before the change took effect.