Terms and Conditions

Last updated February 2026

By booking with One-Clean (part of One Solutions Group), you agree to the terms set out below. These terms apply from your first clean.

Bookings

When you book, please tell us the type and size of the property, along with anything that may affect access, safety, the condition of the property or how long the clean will take.

Quotes are based on the information you give us, so they aren’t a final price. If the property needs more work than described, or details weren’t fully known, we’ll contact you on site to discuss a revised quote before going ahead.

Each clean is booked for a set amount of time. If we need longer, we may contact you to check how you’d like us to proceed.

Changes and Cancellations

Regular cleans: We need at least 24 hours’ notice to cancel, pause or change a service. If you give us that notice, we’ll do our best to reschedule at a time that suits you. Cancellations with less than 24 hours’ notice incur a $50 fee to cover administration and lost time.

One-off and contracted cleans (such as end of lease, spring cleans and window cleaning): Cancellations with less than 24 hours’ notice are charged at 100% of the quoted price.

Add-on services: Changes to your service need to be requested at least 24 hours before your clean. If you’d like to add something while your cleaner is on site, please call the office on 1300 459 808.

Access and Preparing for Your Clean

To help your cleaner make the most of their time, please:

Pick up toys, clothing, laundry and personal belongings from floors, especially in bathrooms, bedrooms and the laundry
Clean up any mess left by pets. Extra charges apply if pet mess needs to be cleaned.

If your cleaner arrives and can’t get in, they’ll try to contact you several times and wait 15 minutes before leaving. The full cost of the clean will be charged.

Where you provide keys for ongoing cleans, they’ll be held by your cleaner on a labelled customer key ring.

If your regular cleaner is unwell or leaves One-Clean, we’ll assign a new cleaner without prior notice.

Payment

Invoices are due within 2 days of issue unless we’ve agreed in writing to a different payment term. In that case, payment in full is due within the agreed time.

If payment isn’t received by the due date, a $15 fee applies for each follow-up contact we need to make. If an invoice remains unpaid one calendar month after the invoice date, a further $15 late fee applies for each additional month until it’s paid in full.

Debt Recovery

If we need to use debt recovery, legal or professional services to recover money owed, you agree to pay all costs involved, including the time our office staff spend managing the recovery.

Complaints

If you’re not happy with your clean, please let us know within 24 hours of completion. We’ll respond as quickly as we reasonably can, and we ask that you give us up to 7 days to put things right, respond, or arrange a follow-up visit. Any re-clean, refund or other remedy is at One-Clean’s discretion.

Accidents, Breakage, Damage and Theft

Our cleaners are trained to treat every home and business with care and respect, but accidents can happen. Any suspected damage must be reported within 24 hours of your clean, with photos.

To the extent permitted by law:

Claims for loss or damage can’t be made unless reported within 24 hours of the service
We’re not liable for loss of or damage to cash, jewellery, artwork, antiques or items of sentimental value

Your Rights Under Australian Consumer Law

Nothing in these terms excludes, restricts or changes any rights you have under the Australian Consumer Law that can’t lawfully be excluded.

Privacy

Information you provide will be used by One-Clean to deliver your service. We take all reasonable steps to protect your personal information.

Governing Law

These terms are governed by the laws of Victoria, and both parties agree to the exclusive jurisdiction of the Victorian courts in the event of a dispute.