Terms and Conditions

Contract

By engaging the services of Di Bella Cleaning Services, visiting our website, or interacting with our social media pages, you agree to the following Terms and Conditions.

These terms are designed to ensure clarity, fairness, and a positive experience for all parties.

Employment

1. Di Bella Cleaning Services obtains from all cleaner’s proof of identity, proof of address, police checks, WWCC {working with Children}, and all relevant documentation prior to engagement or employment.

2. In the event that a regular cleaner is unable to attend a clean, due to illness or other unforeseen circumstances, Di Bella Cleaning Services will make every reasonable effort to provide a suitable replacement cleaner. Clients will always be notified and kept informed should a situation like this arise.

3. All new employees engaged by Di Bella Cleaning Services receive appropriate training. Where required, new team members are to attend client / Business with another staff member to ensure proper training and a clear understanding of service expectations. This allows our team to become familiar with each home or business, as every property and client requirement is different.

Satisfaction Guarantee

If for any reason a client is unhappy with the quality of work provided, this must be reported to Di Bella Cleaning Services within 12 hours of the service being completed.

Once reported, Di Bella Cleaning Services will speak with the client and the staff member involved and may request photos to help review the concerns raised, alongside the original scope of work agreed prior to the clean.

If it is determined that the service did not meet the agreed expectations, Di Bella Cleaning Services will arrange for a cleaner to return and address the concerns to the required standard.

Late Fees

Payment is required within 72 hours of the invoice date. {3 days} If payment is not received, a reminder will be issued. A further grace period of 7 days from the date of that reminder will be provided. If payment is not received within this 7-day period, late fees and/or interest will apply.

Late payments may incur a late fee and/or interest of 10% per annum.

Any costs incurred in the recovery of outstanding payments, including administration fees, debt collection fees, interest, legal fees, or court costs, will be the responsibility of the customer.

Cancellation Policy

A minimum of 2 business days’ notice must be provided to Di Bella Cleaning Services to cancel a scheduled clean.

• Less than 2 business days’ notice will incur a charge of 50% of the agreed service fee.
• Less than 1 business days’ notice will incur a charge of 100% of the agreed service fee.

A minimum of 7 days’ written notice is required to cancel an ongoing service agreement.

Failure to provide sufficient notice will result in a charge of 50% of the agreed service fee for all cleans scheduled within the following 7 days.

All applicable cancellation fees are payable to Di Bella Cleaning Services.

Exemptions & Rescheduling

If a client needs to reschedule a booking, they must contact Di Bella Cleaning Services directly to request an alternative appointment time.

If Di Bella Cleaning Services is able to offer a suitable replacement time within the same calendar week, and the Client agrees to the new scheduled time, a cancellation fee will not apply.

However, if the rescheduled appointment is subsequently cancelled, the Client will incur a cancellation fee in accordance with the standard Cancellation Policy, and any previously waived cancellation fee may be reinstated.

A cancellation fee may be waived in the event of a genuine health emergency. Di Bella Cleaning Services reserves the right to request a medical certificate or supporting documentation before approving the waiver of any cancellation fee.

Insurance

Di Bella Cleaning Services maintains current Public Liability Insurance and Employer’s Liability Insurance to protect both our clients and our team members.

Certificates of Currency may be provided upon written request.

Damages & Wear-and-Tear

“Wear and tear” refer to the natural and gradual deterioration of property or items as a result of normal use over time.

This includes, but is not limited to:

• Minor scuff marks
• Fading
• Slight discolouration
• Minor fabric fraying
• Surface scratches consistent with general use

Wear and tear do not indicate negligence or fault on the part of Di Bella Cleaning Services and is not classified as damage.

Di Bella Cleaning Services is not responsible for the repair, replacement, or maintenance of items affected by normal wear and tear.

Supplementary Terms

The Client agrees not to directly or indirectly employ, engage, or solicit the services of any cleaner introduced by Di Bella Cleaning Services for a period of 12 months from:

• The date of cancellation of services; or
• The first introduction of the cleaner to the Client

whichever occurs later.

The Client is responsible for ensuring the cleaner has access to the property at the scheduled time of service.

If the Client will not be present, it is the Client’s responsibility to provide secure access (e.g., key, access code, lockbox). If access is not provided and no prior notice is given, a lock-out fee of 100% of the booked service fee will apply.

If a cleaner loses a client’s key, Di Bella Cleaning Services will cover the replacement cost of the key only. The Company is not responsible for lock replacement.

If keys are left in unsecured locations (e.g., letterbox, under bin, pot plants, lockboxes, etc.), Di Bella Cleaning Services accepts no responsibility if the key goes missing.

The Client must ensure the property is a safe working environment for cleaners and must disclose any known hazards prior to or upon arrival.

Cleaners reserve the right to refuse or cease work if the environment is deemed unsafe.

All animals must be restrained or secured away from areas where cleaning is being carried out. This includes, but is not limited to, dogs, cats, reptiles, birds, poultry, and other domestic animals.

• The Client is fully responsible for their pets and their behaviour.
• If unrestrained animals are present and pose a safety risk, the cleaner may leave the property.
• In such cases, 100% of the agreed service fee will be charged.

Cleaners will not use ladders or climb beyond a reasonable and safe height, as determined by the cleaner in accordance with workplace safety guidelines.

Cleaners are not permitted to carry out specialised cleaning of antiques, valuables, fragile items, or delicate surfaces unless specifically quoted and agreed to in writing.

Cleaners are not responsible for cleaning vomit, faeces, or other biohazard materials unless the service has been quoted and agreed as biohazard cleaning.

Cleaners may take before and after photographs of:

• Completed work
• Existing damage
• Hazards

Photos are used for quality assurance, documentation, and internal records.

Cleaners will only undertake work for the hours scheduled and approved in advance unless otherwise authorised by Di Bella Cleaning Services.

The Client agrees to promptly reimburse Di Bella Cleaning Services for any incidental costs incurred as a result of the Client’s actions or failure to meet agreed obligations.

What You Need to Know

Many of our Di Bella Cleaning Services clients are at work or managing busy schedules during their scheduled clean. It is common for clients to provide a spare key, garage code, or secure access method.

If you prefer not to provide access details, please ensure someone is present at the property during the scheduled cleaning time.

We employ caring, professional cleaners who have the legal right to work in Australia. All team members undergo:

• Background checks
• Reference checks
• Employment verification
• Internal training in the Di Bella Cleaning Services cleaning systems and standards

Our standard operating hours are:

Monday to Friday – 8:00am to 5:00pm

We arrive fully equipped with our own professional cleaning products and equipment. If you have specific product preferences or equipment requirements, these must be supplied by the Client.

Every home is unique. While services are scheduled based on agreed hours, some homes may require additional attention. Our team will always work within the agreed timeframe to deliver the best possible result.

If accidental damage occurs during the course of cleaning and is determined to be the responsibility of Di Bella Cleaning Services, we will make reasonable efforts to repair or, where necessary, replace the damaged item in accordance with our insurance coverage.

Cancellation Policy — What You Need to Know

If something arises that affects your scheduled cleaning appointment, please contact Di Bella Cleaning Services as soon as possible.

We kindly request a minimum of 2 business days’ notice for any cancellations or changes to your booking. We understand that unexpected situations can occur; however, when insufficient notice is provided, a cancellation fee may apply.

Cancellation fees are necessary as we are committed to paying our team in accordance with the Australian Cleaning Services Award and have reserved that time specifically for your service.

For full details, please refer to our complete Terms & Conditions of Service.

Satisfaction Guarantee — What You Need to Know

Your satisfaction matters to us.

If for any reason our service does not meet your expectations, please notify Di Bella Cleaning Services within 12 hours of your clean.

This includes any oversight, concern, or misunderstanding regarding the agreed scope of your cleaning plan.

Once notified, we will review the matter promptly and arrange to return where required to rectify the issue in accordance with our Service Guarantee.

Preparing for Your Clean

To help us deliver the best possible results during your Di Bella Cleaning Services visit, we kindly ask that you:

• Remove general clutter so all surfaces can be effectively cleaned (including dishes, toys, paperwork, and clothing).
• Place dirty laundry in the laundry area, preferably in a basket.
• Secure pets in a safe and comfortable space away from cleaning areas.
• Leave out clean linens if bed changes are included in your service.
• Ensure any vomit or faeces are cleaned prior to our arrival (unless biohazard cleaning has been quoted and agreed in advance).

Preparing your home allows our team to focus on detailed cleaning and achieve the highest standard of results within the allocated time.

Giveaway Terms and Conditions

The Promoter is Di Bella Cleaning services. Entry is open to NSW residents only. Employees and their immediate families and any organisation or individual associated with the Promoter are ineligible to enter. The Promotion commences on Sunday 1st March 2026 and closes on Sunday 5th April, 2026. Entries received after the closing date will not be accepted.

The Promotion will be governed by the laws of New South Wales, Australia.

There is 1 prize to be allocated to an individual prize winner. The prize consists of a Jar of Easter Eggs. Prizes must be taken as offered and cannot be transferred, exchanged or redeemed for cash. The person who makes the comment has entered the giveaway.

Entrants are required to Like the Facebook page, https://www.facebook.com/DiBellaCleaningServices { guess how many eggs are in the jar}. Share with Entry is by means of Facebook.

This is a game of skill. Chance plays no part in determining the winner. All entries must be an independent creation by the entrant and free of any claims that they infringe any third-party rights. Entries must not have been published previously and/or have been used to win prizes in any other competitions.

The Facebook Post and this Note form part of the conditions of entry. By entering the competition, entrants agree to the conditions of entry.

Each entry will be individually judged, based upon individual creative merit, and the winners selected by the most reactions left on the entry. The winner’s announcement will take place at Monday 06th April, 2026 and the winner notified on Facebook via our Facebook page https://www.facebook.com/DiBellaCleaningServices

Entrants agree that the Promoter may use the personal information they provide for promotional purposes in line with the Privacy Policy at https://www.facebook.com/DiBellaCleaningServices

The Promoter shall not be liable for any loss or damage whatsoever (including but not limited to indirect or consequential loss, including loss of profits or loss of earnings) or personal injury suffered or sustained arising from or in connection with the Promotion, any omission to enter a person into the draw, acceptance of the prize or the prize itself, except for liability which cannot be excluded by law.

This promotion is in no way sponsored, endorsed or administered by, or associated with, Facebook.