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Terms and conditions

Ventura Cleaning Terms and Conditions

Effective Date: January 2026

 

Introduction

Welcome to Ventura Cleaning. We strive for excellence and prioritise customer satisfaction. By booking our services, you agree to these terms and conditions. If you do not agree with any part, please contact us before your first service.

 

Scope of Works

The specific services will be detailed in the official quote provided. Any extra work beyond the original scope must be approved in writing before commencement and may incur additional charges.

 

Tools, Supplies, and Equipment

Ventura Cleaning supplies all necessary tools, equipment, and cleaning products. Clients must not interfere with or relocate on-site equipment, as this may compromise service quality. A return visit due to tampering will incur a separate call-out fee.

 

Cancellations and Rescheduling

Clients must provide at least 24 hours' written notice during business hours to cancel or reschedule. Insufficient notice incurs a fee to cover costs, as we cannot fill the slot on short notice.

 

Billing

All invoices are due on the day of service unless otherwise agreed in writing. Payments not received within 30 days may be subject to interest and a late fee. By booking, the customer acknowledges and agrees that unpaid amounts may result in debt collection action or legal proceedings, with Ventura Cleaning entitled to recover all associated costs.

 

Right to Refuse Service

Ventura Cleaning reserves the right to refuse or cancel services for reasons including safety issues, hostile situations, extremely unsanitary conditions, undisclosed sickness, or deliberate miscommunications. Our technicians are trained to leave if they feel unsafe or disrespected (including by guests or animals), resulting in a full-service charge. This aligns with SafeWork Australia's requirement for safe working environments without harassment.

 

Service Fees

Ventura Cleaning may adjust pricing at its discretion, with at least 14 days' written notice to customers. This excludes cases of deliberately misleading information on conditions, where we reserve the right to re-quote, charge a full fee, or refuse service.

 

Furniture and Personal Items

We prioritise technician safety: no moving large furniture, climbing ladders, or lifting heavy objects. Clients must clear areas for access and secure all valuables, cash, jewellry, and sensitive documents before service. Note: Using unregistered, uninsured cleaners may make you liable for injuries.

 

Access Requirements

Ensure all areas are accessible by:

  • Removing barriers or obstacles

  • Providing keys or access codes

  • Maintaining safe conditions

We are not liable for incomplete work or reattendance due to restricted access. Clients must provide free, legal parking within reasonable distance. If parking fees or permits are required, these will be charged to the client or may result in service refusal.

 

Pets and Domestic Animals

Secure all pets or animals to avoid interference or risks. Non-compliance may cause delays or cancellation at full cost. We are not liable for escaped pets or retrieval, as securing them is the client's responsibility.

 

Behavioural Expectations

We maintain zero tolerance for abusive, aggressive, or inappropriate conduct toward staff. This results in immediate service suspension or termination without refund.

 

Items We Cannot Clean

Ventura Cleaning is not a registered mould removal specialist and will not perform such treatments. Technicians may address surface mould, but clients must engage professionals for growth in wet areas.

 

Health and Safety Disclosures

Clients must disclose before service:

  • Any infectious diseases or illnesses in the property

  • Presence of hazardous materials (asbestos, chemicals, biological waste)

  • Pest infestations (bedbugs, fleas, rodents)

  • Contaminated areas requiring specialist cleaning

  • Any conditions that may pose a health risk to our staff

Failure to disclose may result in service refusal and full charges, plus additional fees if specialist cleaning is required.

 

Damages and Liability

Ventura Cleaning accepts responsibility for damage directly caused by our negligence during service, subject to the limits of our public liability insurance.

Claims must be reported within 24 hours of service completion with photographic evidence. Claims not reported within this timeframe will not be accepted.

We are not liable for:

  • Damage to items not disclosed as fragile or valuable

  • Pre-existing damage, wear, or deterioration

  • Damage caused by faulty fixtures, fittings, or surfaces

  • Indirect or consequential losses

  • Loss of items valued over $500 unless specifically disclosed in writing before service

Our total liability for any claim is limited to the lesser of the service fee paid or $5,000, except where prohibited by Australian Consumer Law.

 

Service Satisfaction and Complaints

If you are unsatisfied with our service, you must notify us within 24 hours of completion. We will arrange to rectify the issue at no additional charge within 48 hours where reasonably possible.

Failure to report issues within 24 hours waives your right to a re-clean or refund. For recurring services, any quality concerns must be raised within 24 hours of the specific clean in question.

 

Confidentiality

We respect client confidentiality. Our staff will not disclose any information about your business premises, operations, or any confidential information observed during service. All staff are bound by confidentiality obligations.

 

Subcontracting

Ventura Cleaning reserves the right to use qualified subcontractors to fulfill services. All subcontractors are vetted, insured, and bound by the same standards and confidentiality obligations as our direct staff.

 

Marketing Communication

By accepting a quote or using our services, you agree to receive service updates and promotions. Unsubscribe anytime via email links or by contacting us.

 

Responsibility for Pre-existing Conditions

We are not responsible for pre-existing damage, such as cracks, stains, mould, rust, or wear.

 

Insurance Coverage

We carry public liability and professional indemnity insurance. Clients should ensure their property insurance is current.

 

Force Majeure

We are not liable for delays due to uncontrollable events like natural disasters, pandemics, or government restrictions.

 

Service Termination

Either party may terminate with 14 days' written notice, after settling all invoices and observing cancellation policies.

 

Contact Us

Email: admin@venturacleaning.com.au
Phone: (02) 7245 4734
Website: www.venturacleaning.com.au

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