Terms & Conditions

Our services are based on the scope of work agreed with you, rather than a guaranteed number of hours.

Where an estimated service time is provided, this is used for scheduling purposes only. It is not a guaranteed minimum or maximum time that our team will remain at your property.

Our priority is to complete the agreed work thoroughly and to our expected standard. If the work can be completed properly in less time, our team may finish earlier.

If additional time is reasonably required because of the condition of the property or circumstances that could not reasonably have been anticipated, we will complete up to one additional hour at no extra charge. If further time is required, we will discuss this with you before any additional charges are incurred.

Additional labour, where approved, is charged at $70 + GST per hour, per cleaner, unless a different rate has been agreed in writing.

Our quotations are based on the information provided to us at the time of booking, including the size, condition and requirements of the property.

If the property or scope of work differs materially from the information provided, we may need to revise the quotation. This may apply where a property requires significantly more cleaning than reasonably expected, or where specialist cleaning is required.

We will discuss any additional work or charges with you before proceeding wherever reasonably possible.

All prices are in Australian dollars. GST will be added where applicable.

Once your booking has been confirmed, we allocate staff and time specifically for your appointment.

You are responsible for providing safe and reasonable access to the property at the agreed time. This includes providing keys, access codes, alarm instructions or other entry arrangements where required.

If our team is unable to gain access, we will make reasonable attempts to contact you and may wait for up to 30 minutes where practical. If access cannot be provided, the appointment may be treated as a missed booking and the applicable cancellation fee may apply.

You do not need to be home during the service provided suitable access arrangements have been made.

We require at least 48 hours' notice for cancellations or rescheduling.

A $70 + GST fee may apply where a booking is cancelled with less than 48 hours' notice, our team is unable to gain access to the property, or the team is turned away upon arrival.

This fee covers costs associated with staff, travel and the booking time that has been reserved for you.

We will always make reasonable efforts to accommodate a rescheduled appointment, subject to availability.

We take pride in the quality of our work and follow internal checklists and quality assurance procedures to maintain a consistent standard.

If you are unhappy with an aspect of your service, please contact us within 48 hours and provide photographs where possible.

Where the concern relates to something that was included in the agreed scope of work and should reasonably have been completed, we will assess the issue and, where appropriate, arrange for the relevant area to be rectified.

Our cleaning services cannot guarantee removal of permanent staining, deterioration, damage, ingrained marks or conditions that cannot reasonably be removed through standard cleaning methods.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

Unless specifically agreed as part of your quotation, our standard cleaning services do not include biohazard cleaning, bodily fluids or waste, hazardous substances, pest or vermin removal, high or inaccessible areas requiring specialist equipment, permanent staining or damage, cleaning between oven glass panels, or removal and refitting of flyscreens.

If hazardous or biohazardous material is identified during a service, our team may stop work immediately until appropriate arrangements can be made.

The safety of our clients and team is extremely important to us.

Our team may refuse or stop work where conditions are considered unsafe. This may include aggressive animals, exposed electrical hazards, unstable structures, unsafe access, excessive clutter, hazardous substances, significant mould or other conditions that could reasonably place someone at risk.

Customers are responsible for advising us of any known hazards or special conditions before the appointment.

We also ask that valuable, fragile or easily damaged belongings are secured before our team arrives.

Pets are welcome, but they must be safely secured away from active work areas where necessary.

Please advise us if animals will be present at the property.

If an animal is aggressive, uncontrolled or otherwise prevents our team from safely completing the service, we may stop work or leave the property. A cancellation or call-out fee may apply.

Window cleaning is quoted according to the type, number, condition and accessibility of the windows.

Depending on your quotation, the service may include interior and exterior glass, frames, sills, tracks, glass doors and screens.

Only the services specifically included in your quotation are covered by the agreed price.

Windows must be reasonably and safely accessible.

Where windows require ladders, elevated access, roof access, specialist equipment or other difficult access, this must be disclosed before booking.

Delora reserves the right to decline work where we consider the access unsafe or unsuitable.

We will not access roofs, unstable structures, unsafe balconies or other areas where doing so could place our team or your property at unreasonable risk.

Window cleaning removes normal dirt, dust and surface contaminants. It is not a glass restoration service.

Existing scratches, chips, cracks, hard-water marks, mineral deposits, paint, silicone, adhesive, etching, oxidation and other permanent marks may not be removable through standard window cleaning.

We take reasonable care when handling windows and screens. However, old, brittle, corroded, damaged or poorly fitted screens and fittings may fail when handled due to their existing condition.

Where screens need to be removed, this should be discussed and agreed before the service.

Windows affected by construction or renovation may require specialist cleaning to remove paint, render, cement, silicone, adhesive or other building residue.

This is not included in standard window cleaning unless specifically stated in your quotation.

Where specialist cleaning is required, we will discuss the additional work and pricing with you before proceeding.

Exterior window cleaning may need to be postponed where weather conditions make the work unsafe or prevent an appropriate result.

This may include heavy rain, storms, high winds or other unsuitable conditions.

Where this occurs, we will make reasonable efforts to arrange an alternative appointment.

Unless otherwise agreed, invoices are payable within 7 days of the invoice date.

Please use your invoice number as the payment reference where applicable.

If an account becomes overdue, we may contact you to request payment and may suspend future services until the outstanding balance has been paid.

Where an account remains substantially overdue, Delora may refer the matter for external debt recovery. Any reasonable recovery costs may be sought where permitted by law.

For regular cleaning customers, the agreed frequency and scope of service will be confirmed at the time of booking.

We will endeavour to maintain consistency with regular appointments, however we cannot guarantee that the same cleaner or team will attend every service.

We may review pricing or scope where the condition of a property changes, additional work is requested, service frequency changes or circumstances materially affect the cost of providing the service. Any material change will be communicated before it takes effect.

We take reasonable care when working in your property. However, surfaces, fixtures, fittings and materials can have existing damage, deterioration or weaknesses that may not be immediately visible.

This can include deteriorated silicone, loose grout, damaged paint, brittle plastics, weakened seals, old flyscreens, fragile flooring or other ageing materials.

Where we identify a condition that may make cleaning unsafe or likely to cause damage, we may discuss the matter with you before proceeding.

Nothing in these Terms & Conditions excludes liability that cannot legally be excluded under the Australian Consumer Law.

We expect our team to be treated with courtesy and respect.

Delora does not tolerate threatening, abusive, intimidating or inappropriate behaviour towards our staff or contractors.

Where our team feels unsafe, they may leave the property immediately and the service may be cancelled.

Our services are provided in accordance with the Australian Consumer Law.

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Where a service does not meet an applicable consumer guarantee, the remedy available will depend on the nature and seriousness of the issue.

We may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.

The current version will be published on our website.

Where a material change affects an ongoing service arrangement, we will provide reasonable notice where required.

These Terms & Conditions are governed by the laws of Victoria, Australia.