Terms & Conditions
These Terms & Conditions are designed to keep our services clear, transparent and fair for both you and Sam Squad (“we”, “us”, “our”).
By booking or using our cleaning services, you agree to these Terms & Conditions. We may update these terms from time to time to reflect changes to our services, pricing or policies. The latest version will always be published on our website.
1. Standard Cleaning Services
Our standard cleaning services include general cleaning using professional cleaning products, equipment and cleaning methods.
Depending on the service booked, this may include dusting and wiping surfaces, vacuuming, mopping, general kitchen cleaning, general bathroom cleaning and cleaning of accessible areas included in your quote.
Our standard service is intended for properties requiring normal cleaning rather than extensive restoration or specialist treatment.
Cleaning that requires excessive scrubbing, specialised chemicals, stain treatment, heavy labour or significant additional time may be considered deep cleaning and may incur an additional charge.
2. General Cleaning and Deep Cleaning
Not every property requires the same level of cleaning.
Our standard quote covers general end of lease cleaning. Where an item or area has significant grease, built up grime, mould, hard water deposits, heavy staining, excessive dirt or long term neglect, additional cleaning may be required.
This may involve extensive scrubbing, heavy grease removal, built up grime removal, mould treatment, hard water deposit removal, heavy stain treatment, floor scrubbing, detailed restoration style cleaning or additional labour and specialised cleaning products.
These services are considered deep cleaning and are not automatically included in the standard quote.
If additional work is required, we will discuss the additional cost with you before proceeding wherever reasonably possible.
3. Cleaning Results
We always aim to provide the best possible cleaning result. However, cleaning cannot always reverse permanent damage or deterioration.
The final result can depend on the age and condition of the property, permanent staining, discolouration, mould penetration, rust, paint damage, scratches, long term build up, previous cleaning or chemical treatments and general wear and tear.
Some marks or stains may be permanent and cannot be completely removed through cleaning alone.
4. Quotes and Pricing
Most quotes provided by Sam Squad are unseen quotes based on the information supplied by the customer, including the property size, number of rooms, bathrooms and requested services.
As we do not physically inspect every property before providing a quote, the final price may change if the property or cleaning requirements differ significantly from the information provided.
Additional charges may apply for heavily soiled or neglected properties, additional bedrooms or rooms, studies, additional toilets or bathrooms, additional living areas, granny flats, additional kitchens, excessive pet hair or soiling, key collection or return, out of area travel and services requiring additional labour.
Services that were not included in the original quote may also attract an additional charge.
We will explain any additional charges before carrying out additional work.
5. Additional Services
The following services are generally not included in standard end of lease cleaning unless specifically included in your quote.
Exterior window cleaning
Detailed internal window cleaning
Carpet steam cleaning
Rug, mattress, couch or curtain steam cleaning
Specialist stain removal
Odour removal
Wall washing or extensive wall cleaning
Floor scrubbing
Deep cupboard cleaning
Wet wiping of blinds
Wet wiping of skirting boards
Ceiling cleaning
Mould treatment
Grout cleaning
High pressure cleaning
Garage cleaning
Balcony cleaning
External cobweb removal
Fan cleaning
Detailed appliance cleaning
Oven cleaning
Fridge cleaning
Stovetop deep cleaning
Microwave deep cleaning
Rubbish or unwanted item removal
Fumigation services
These services may be available for an additional fee.
6. Carpet Steam Cleaning
Carpet steam cleaning is a general carpet cleaning service designed to remove dirt, dust, grime, allergens and other removable residues from carpet fibres.
While steam cleaning can improve the overall appearance and cleanliness of carpets, complete stain removal cannot be guaranteed.
The final result depends on factors such as the type and age of the stain, carpet fibre, previous cleaning, previous chemical treatments, permanent discolouration and carpet wear or damage.
Carpet Steam Cleaning and Spot or Stain Removal
Carpet steam cleaning and spot or stain removal are different services.
Carpet steam cleaning is a general cleaning process using professional hot water extraction equipment to clean the carpet overall.
Spot and stain removal is a targeted treatment for specific stains such as coffee, wine, grease, pet stains, rust, ink, dye and other heavily embedded marks.
Specialised stain treatments may require additional products, equipment, time and labour and may therefore incur an additional charge.
Even with specialist treatment, complete stain removal cannot be guaranteed.
By booking carpet steam cleaning, you acknowledge that it is a general carpet cleaning service and not a guaranteed stain removal service.
7. Customer Responsibilities
To help us provide the best possible service, customers are responsible for ensuring that the property is accessible at the scheduled time, electricity and running water are available, the property is vacant before cleaning begins unless otherwise agreed, and personal belongings and valuables are removed or secured.
Furniture and heavy items should be moved before our cleaners arrive if cleaning underneath or behind them is required.
Sam Squad does not move or lift heavy furniture, appliances or personal belongings. Cleaning will be carried out around items that cannot safely be moved.
8. Utilities
Our cleaners require access to working electricity and water to complete the service.
If utilities are unavailable, disconnected or inaccessible when our team arrives, the service may be unable to proceed.
A $90 revisit or attendance fee may apply where our team has attended the property but cannot complete the service due to unavailable utilities.
9. Exterior Window Cleaning
Exterior window cleaning is limited to windows that are safely accessible from ground level or from equipment that can be safely used by our team.
Generally, the maximum safe working height is approximately 3 metres.
Exterior window cleaning does not include the removal of paint, silicone, adhesive, construction residue or permanent staining.
Exterior window cleaning may be postponed or rescheduled due to unsafe weather conditions.
Exterior window cleaning is not covered by our Bond Back Guarantee or general satisfaction guarantee.
Any concerns regarding exterior window cleaning should be reported within 24 hours, together with photographs where possible.
10. Hot Weather Policy
For the safety of our customers and cleaning team, special arrangements may apply when temperatures exceed 35°C.
Where air conditioning is available, customers are requested to ensure it can be used during the service.
If the property becomes unsafe to work in due to extreme heat and suitable cooling is unavailable, Sam Squad may need to pause, reschedule or cancel the service.
Where cancellation or rescheduling is required for safety reasons, we will work with the customer to find a suitable alternative where possible.
11. Parking
Customers are responsible for providing suitable parking reasonably close to the property.
Any parking fees, permits, tolls or other parking related costs are payable by the customer.
Additional logistical charges may apply where parking is more than approximately 100 metres from the property, steam cleaning equipment needs to be transported a significant distance, parking is unavailable or unsuitable, or our cleaners are required to spend excessive time looking for parking.
For steam cleaning, parking within approximately 20 metres of the property is preferred.
If suitable parking cannot be arranged and our team is unable to safely transport the required equipment, the booking may need to be rescheduled or cancelled.
12. Property Access
Customers must ensure that our team can access the property at the agreed booking time.
If access is unavailable, we will attempt to contact the customer and our team may wait for up to 15 minutes.
If access is still unavailable, the booking may be cancelled or rescheduled.
A 50% cancellation fee may apply where our team has attended the property but cannot gain access.
13. Services Outside Our Standard Service Area
Sam Squad may accept bookings outside our standard service area depending on cleaner availability and travel requirements.
An out of area fee of $50 may apply.
Due to travel distance and scheduling requirements, same day cancellations or rescheduling may occasionally occur for logistical reasons.
Where Sam Squad needs to cancel a booking for logistical reasons, we will notify the customer as soon as reasonably possible and no cancellation fee will be charged by us for that cancellation.
Availability for follow up or Bond Back Guarantee visits may also be limited for properties located significantly outside our standard service area.
14. Photos and Recording
Our team may take photographs of areas of the property for quality control, documentation of cleaning conditions, before and after records, customer service enquiries and Bond Back Guarantee claims.
Photographs are used for service related purposes.
Customers who do not wish photographs to be taken should notify Sam Squad before the service begins.
If security cameras are installed at the property, customers are asked to inform us in advance, particularly where cameras record audio.
15. Service Exclusions
Unless specifically agreed and included in your quote, Sam Squad does not provide heavy furniture moving or lifting, human or animal waste removal, rubbish removal, paint removal, adhesive removal, construction residue removal, curtain removal, high pressure cleaning, garden maintenance, pool cleaning or other specialist restoration services.
Additional services may be available at an additional cost.
16. 15 Day Bond Back Guarantee
At Sam Squad, we want you to feel confident when booking your end of lease clean. That’s why eligible end of lease cleaning services include our 15 Day Bond Back Guarantee.
If your property manager or agent identifies a cleaning issue that relates directly to a service included in your original quote and invoice, please contact us as soon as possible.
We will review the request and, where the issue falls within our agreed cleaning scope, arrange a re clean where reasonably possible.
To make a Bond Back Guarantee claim, the request must be made within 15 days of the original cleaning service. The issue must relate to cleaning included in the original quote. Relevant photographs or an inspection report should be provided where available, and we must be given the opportunity to return and address the cleaning issue.
Re cleaning is subject to cleaner availability and will generally be arranged within 3 to 5 working days where possible.
When the Bond Back Guarantee Does Not Apply
The Bond Back Guarantee does not cover services that were not included in the original quote, deep cleaning that was not booked, permanent stains or damage, wear and tear, mould penetration, paint damage, structural or maintenance issues, issues caused after our cleaning service or areas and items that were inaccessible during the original clean.
The guarantee may also become void where another cleaning company has cleaned the property after our service, the customer or another person has attempted to rectify the issue without first contacting us, the property was significantly different from the condition or size described when the booking was made, or our team advised before or during the service that the property’s condition required additional deep cleaning but this additional work was declined.
Our Bond Back Guarantee provides an opportunity for Sam Squad to return and address eligible cleaning issues. It does not guarantee that a bond will be refunded, as final bond decisions are made by the relevant property owner, agent or authority.
17. Payment Terms
Unless otherwise agreed, payment is required before the cleaning service commences.
Accepted payment methods may include bank transfer, cash and other payment methods made available by Sam Squad.
An invoice or payment receipt will be provided following payment.
18. Unpaid Accounts
Where an amount remains unpaid after the agreed payment date, Sam Squad may take reasonable steps to recover the outstanding amount.
This may include referring the account to a debt collection or legal service.
Where legally permitted, the customer may be responsible for reasonable recovery costs, collection fees and legal costs associated with recovering an unpaid account.
19. Cancellations and Rescheduling
We understand that plans can change.
Customers may generally reschedule a booking without a cancellation fee when at least 48 hours’ notice is provided.
Late cancellations, same day cancellations and cancellations after our team has commenced travel may incur a cancellation fee.
Sam Squad reserves the right to reschedule or cancel a booking where the property is unsafe, the property condition is substantially different from what was described, the property size or scope differs significantly from the booking, required access is unavailable, required utilities are unavailable or suitable parking cannot be provided.
Unexpected circumstances may also affect our ability to safely provide the service.
Where possible, we will work with the customer to find an alternative date.
20. Property Condition
Our quotes are generally based on information provided by the customer.
If the condition of the property is substantially different from the information provided, additional charges may apply.
This may include heavy grease, severe dirt build up, excessive pet hair, significant mould, heavy staining, long term neglect, excessive rubbish, additional rooms or areas and significant additional labour requirements.
We will communicate any significant additional requirements and seek approval before proceeding with additional chargeable work where reasonably possible.
21. Limitations of Cleaning Services
Sam Squad aims to provide a high quality professional cleaning service. However, cleaning is not a restoration service and results depend on the condition and materials being cleaned.
We cannot guarantee the complete removal of permanent stains, scratches, paint damage, discolouration, rust, mould penetration, hard water damage, burn marks, dye damage, etching, permanent odours, existing surface damage or general wear and tear.
Our responsibility is limited to providing the agreed cleaning services with reasonable care and skill.
22. Changes to These Terms
Sam Squad may update these Terms & Conditions from time to time to reflect changes to our services, pricing, policies or legal requirements.
The latest version will be published on our website.
By continuing to use our services after updated Terms & Conditions have been published, you agree to the updated terms.
Our Commitment to You
At Sam Squad, we believe professional cleaning should be simple, transparent and fair.
We aim to provide experienced cleaners, clear pricing, reliable service and genuine support throughout your cleaning experience. If something doesn’t go as expected, we want you to contact us and give us the opportunity to help.
You book with us. We’ll take care of the rest.
23. Work Outside the Quoted Scope
Any cleaning work requested or identified outside the scope of the original quote must be discussed and approved by the customer before the additional work is carried out. Additional services can be requested during booking or discussed with our cleaning team on the day of service.
If additional work is recommended but the customer declines or does not approve the additional charge, Sam’s Squad will not be responsible for completing that work under the Bond Back Guarantee if the same item is later raised in a property inspection report.
Any such work will be treated as a separate cleaning service and, if requested after the original service, will be subject to our availability and may incur a call-out fee and additional cleaning charges. The customer will be advised of the applicable charges before the additional work is scheduled.