Terms & Conditions
Effective Date: [9.10.26]
Welcome to CleanFinder. These Terms and Conditions (“Terms”) govern your use of the CleanFinder website, mobile application, and services (the “Platform”). By creating an account or using CleanFinder, you agree to be bound by these Terms.
1. Definitions & Interpretation
1.1 Definitions
In these Terms:
- Booking means a confirmed cleaning service booking made through the Platform.
- Platform Fees means any fees charged by CleanFinder to Customers and/or Cleaners (including service fees, booking fees, or commissions).
- Services means cleaning services provided by a Cleaner to a Customer.
- User Content means any content submitted to the Platform, including reviews, ratings, photos, messages, listings, and profile information.
- No-Show means a failure by a Customer to provide access at the scheduled time or a failure by a Cleaner to attend a Booking, as reasonably determined by CleanFinder.
- Payment Processor means any third-party payment services provider used by CleanFinder to process payments (for example, Stripe).
2. About CleanFinder
2.1 CleanFinder is an online marketplace that enables individuals and businesses (“Customers”) to find, book, and pay for independent cleaning service providers (“Cleaners”).
2.2 CleanFinder is not a cleaning company. Cleaners listed on the Platform are independent contractors, not employees, partners, or agents of CleanFinder.
2.3 CleanFinder does not control or supervise the work of Cleaners and does not guarantee the quality, safety, legality, or outcomes of services provided.
2.4 CleanFinder does not independently verify the qualifications, experience, or conduct of Cleaners beyond the information they provide, unless expressly stated otherwise.
2.5 CleanFinder is not responsible for loss, theft, or damage of property during cleaning services. Any agreements regarding the scope of work are between the Customer and Cleaner.
3. Eligibility
3.1 Customers must:
- Be at least 18 years of age;
- Provide accurate and truthful account information;
- Use their real identity when booking services.
3.2 Cleaners must:
- Hold a valid Australian Driver’s License
- Hold a valid ABN (Australian Business Number)
- Provide proof of Public Liability Insurance of at least AUD $5 million (or higher if required by law);
- Provide proof of a current National Police Check
- Keep their ABN, contact, and payment details up to date;
- Comply with all tax and legal obligations as an independent contractor.
3.3 CleanFinder reserves the right to suspend or remove any Cleaner or Customer who fails to meet these requirements.
4. Bookings & Payments
4.1 All bookings and payments for services introduced through the Platform must be made through CleanFinder. Avoiding the Platform (including arranging bookings or payments off-platform) may result in suspension or removal of Customer and/or Cleaner accounts.
4.2 Customers are charged in full at the time of booking.
4.3 If Customer has re-occurring booking with cleaner, payment will be taken on the day of the scheduled clean.
4.4 Cleaners receive payment after the successful completion of a booking. Payments may be held for up to 48 hours to allow for any dispute review and bank processing.
4.5 CleanFinder may withhold or reverse payments in the event of disputes, suspected fraud, or breaches of these Terms.
4.6 CleanFinder may charge service fees to Customers and/or Cleaners. Fees will be disclosed before confirmation of a booking.
4.7 Payment Processing
4.7.1 Payments are processed through a third-party Payment Processor. By using the Platform, you agree to comply with applicable Payment Processor terms and policies (as updated from time to time).
4.7.2 Customers authorise CleanFinder (and/or the Payment Processor) to charge the payment method provided for Booking amounts, applicable Platform Fees, and any permitted adjustments under these Terms (including cancellation fees, chargebacks, or dispute outcomes).
4.7.3 CleanFinder does not store full payment card details and relies on the Payment Processor to handle payment processing.
4.8 Chargebacks, Reversals and Payment Disputes
4.8.1 A chargeback occurs when a Customer’s bank or card provider reverses a payment.
4.8.2 If a chargeback, reversal, or payment dispute occurs in relation to a Booking, CleanFinder may:
- place a hold on related payouts;
- deduct the disputed amount and any related fees from Cleaner payouts (including future payouts) where permitted; and/or
- require reasonable information from Customers and/or Cleaners to assist in contesting or responding to the dispute.
4.8.3 CleanFinder does not guarantee that chargebacks will be successfully contested.
4.9 Payout Timing, Holds and Reserves
4.9.1 While CleanFinder aims to pay Cleaners promptly after completion, payout timing may be affected by verification checks, suspected fraud, chargebacks, refunds, Payment Processor requirements, bank processing times, weekends, and public holidays.
4.9.2 CleanFinder and/or the Payment Processor may place funds into a reserve or apply a hold to manage refunds, disputes, or risk
5. Cancellations & Refunds
5.1 Customer Cancellations:
- Full refund if clean is cancelled more than 24 hours before the scheduled booking time.
- Cancellations within 24 hours may incur a cancellation fee (up to 100% of the booking value). Exemptions may apply under circumstances.
5.2 Cleaner Cancellations:
- If a Cleaner cancels, Customers will receive a full refund.
- Excessive cancellations may result in suspension or removal of the Cleaner.
5.3 No-Shows:
- If a Cleaner fails to attend the scheduled service without providing appropriate notice to the Customer, the Customer will be entitled to a full refund.
- If a Customer is not present, refuses entry at the scheduled time, or fails to provide accurate access details, the Cleaner may be entitled to full payment. The Cleaner must first make reasonable efforts to contact the Customer and allow an opportunity to resolve the access issue.
5.4 Refunds
· Refunds are processed to the original payment method within a reasonable time. CleanFinder reserves the right to review circumstances before issuing refunds.
6. Responsibilities of Cleaners
Cleaners agree to:
- Provide services with skill, care, and professionalism;
- Arrive on time for bookings or notify Customers promptly of delays;
- Supply their own cleaning equipment, materials, and protective gear unless agreed otherwise;
- Not subcontract work without prior consent from the Customer;
- Treat Customers and their property respectfully;
- Maintain public liability insurance at all times;
- Indemnify CleanFinder against claims, damages, or losses arising from their services.
6.1 Compliance and Subcontracting
6.1.1 Cleaners warrant they will comply with all applicable laws, safety requirements, and manufacturer instructions for cleaning chemicals and equipment.
6.1.2 Cleaners must personally perform any Booking they accept through CleanFinder and are not permitted to subcontract, assign, or delegate the work to any other person or business. A Cleaner may only use external assistance if the Customer has provided prior written approval (via the Platform messages or other documented agreement).
6.1.3 Unless expressly agreed in writing between the Customer and Cleaner prior to the Booking, Services exclude specialist or high-risk tasks such as: biohazard cleaning, pest control, mould remediation, asbestos-related cleaning, hazardous waste removal, or work requiring licensed trades.
7. Responsibilities of Customers
7.1.1 Access and utilities
Customers must provide safe, lawful, and reasonable access to the premises at the scheduled time, including any necessary entry instructions, parking instructions, or access codes. Customers must also ensure utilities (power, water, and adequate lighting) are available during the Booking.
7.1.2 Keys and access devices
If keys, lockboxes, or access devices are provided, Customers do so at their discretion and risk. CleanFinder is not responsible for key-handling arrangements between Customers and Cleaners.
7.1.3 Site conditions, disclosures, and valuables
Customers must disclose relevant site conditions that could affect safety or the scope of work (for example, aggressive animals, biohazards, heavy clutter, mould, strong odours, unsafe surfaces, or broken fixtures). Customers must remove or secure valuables if they require protection.
7.1.4 Safety, conduct, and refusal of service
Customers must secure pets and ensure the premises is reasonably safe. Customers must not request services that are unsafe, unlawful, or outside normal cleaning duties, and must treat Cleaners with respect and fairness. A Cleaner may refuse or cease work if the Cleaner reasonably believes the premises is unsafe or access is not provided.
7.2 Before/After Photos for Proof (Disputes and Quality)
7.2.1 Purpose and scope of photos
Customers acknowledge that a Cleaner may take limited before/after photos of relevant areas solely to evidence completion, quality, or to support dispute resolution.
7.2.2 Privacy and use in disputes
Photos should avoid capturing personal identifying information where reasonably possible. CleanFinder may request such photos to assist with dispute assessment.
8. Liability & Disclaimers
8.1 CleanFinder provides the Platform “as is” and does not make warranties regarding the reliability, suitability, or outcomes of cleaning services.
8.2 CleanFinder is not an insurer. Cleaners are responsible for maintaining their own insurance policies that cover their work.
8.3 To the maximum extent permitted by law, CleanFinder is not liable for any direct, indirect, incidental, or consequential loss, theft, damage, or injury resulting from services booked through the Platform.
8.4 Goodwill Coverage of Minor Losses:
- While CleanFinder accepts no legal responsibility for the actions of Cleaners, we may, at our sole discretion, provide limited financial compensation to Customers or Cleaners to cover significantly poor service quality. In this instance satisfactory evidence must be provided to CleanFinder.
- Any such compensation is a goodwill gesture only and not an admission of liability.
8.5 Nothing in these Terms limits or excludes rights under the Australian Consumer Law (ACL).
9. Disputes
9.1 Customers and Cleaners must first attempt to resolve disputes directly.
9.2 If unresolved, CleanFinder may review job records, communication, and payment history to determine whether refunds or adjustments are appropriate.
9.3 Clean Finder’s decision regarding refunds, cancellations, or payouts will be final for the purposes of Platform administration, without limiting any rights under Australian Consumer Law
10. Account Suspension & Termination
10.1 CleanFinder may suspend or terminate accounts for:
- Breach of these Terms;
- Failure to maintain insurance or ABN;
- Fraud, abuse, or misconduct;
- Repeated cancellations, no-shows, or poor performance.
10.2 CleanFinder may withhold or recover payments in cases of breach or fraudulent activity.
10.3 Serious breaches may be referred to law enforcement or regulatory authorities.
11. Privacy
11.1 CleanFinder collects and processes personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.
11.2 Information may be shared between Customers and Cleaners only as needed to facilitate bookings.
11.3 CleanFinder may use anonymised data for analysis and service improvement.
12. Changes to Terms
12.1 CleanFinder may update these Terms from time to time.
12.2 Users will be notified of material changes at least 14 days in advance. Continued use of the Platform after updates constitutes acceptance.
13. Inevitable accident
13.1 CleanFinder is not liable for any failure or delay in performing its obligations under these Terms where such failure or delay is due to events beyond its reasonable control, including natural disasters, acts of government, power or telecommunications outages, third-party platform failures, or other unforeseen circumstances
14.0 Governing Law
These Terms are governed by the laws of Victoria, Australia. Disputes shall be subject to the exclusive jurisdiction of the courts of the state or territory in which CleanFinder is registered.