Terms And Conditions

These Terms & Conditions (“Terms”) govern all cleaning services provided by Marcel Clean Group (“we”, “us”, “our”) to residential and commercial clients (“you”, “your”). By booking our services, visiting our website, or engaging with our cleaners, you agree to be bound by these Terms. Please read them carefully before making a booking.

1. Service Agreement

1.1 By booking a service with Marcel Clean Group, you confirm that you are authorised to request cleaning at the property and agree to these Terms.

1.2 A booking is considered confirmed only after you receive written or verbal confirmation from us.

1.3 The scope of work, areas to be cleaned, and service type will be agreed upon at the time of booking. Any additional tasks must be requested in advance or on arrival, subject to approval and additional cost.

1.4 All cleaning services are carried out by trained, vetted, and insured cleaning professionals employed or contracted by Marcel Clean Group.

2. Pricing & Payment

2.1 All prices quoted are in Australian Dollars (AUD).

2.2 Pricing may vary depending on property size, condition, type of cleaning, and any additional services requested.

2.3 Payment must be made:

  • On the day of service, upon completion; or

  • In advance, for larger or commercial jobs; or

  • As per invoice terms, for ongoing scheduled services.

2.4 We accept payment via bank transfer, card payment, or other approved methods.

2.5 If payment is not received within the agreed timeframe, late fees may apply.

3. Cancellations, Rescheduling & Access

3.1 You may cancel or reschedule your appointment by providing at least 24 hours’ notice.

3.2 Cancellations made with less than 24 hours’ notice may incur a cancellation fee of up to 50% of the service cost.

3.3 If our cleaners arrive and cannot gain access to your property, a no-show or lock-out fee may apply.

3.4 Marcel Clean Group reserves the right to cancel or reschedule a service due to unforeseeable circumstances, staff illness, unsafe conditions, or extreme weather.

4. Customer Responsibilities

4.1 You must provide safe access to the property and ensure all pets are secured during the cleaning session.

4.2 You must disclose any hazards such as chemicals, dangerous equipment, or fragile surfaces.

4.3 You are responsible for ensuring electricity and water supply are available during the service.

4.4 If the property is excessively dirty or requires extra time, additional charges may apply.

4.5 You must notify us of any valuable, delicate, or fragile items. We are not responsible for items that are not disclosed or properly secured.

5. Satisfaction Guarantee

5.1 Marcel Clean Group provides a 100% Satisfaction Guarantee. If you are not satisfied with any part of the service, you must notify us within 24 hours.

5.2 We will arrange a free re-clean of the unsatisfactory area, provided:

  • The request is reasonable

  • The issue falls within the agreed scope

  • No third party has attempted cleaning after our visit

5.3 Refunds are offered only if we cannot resolve the issue after a re-clean.

6. Liability & Damage

6.1 Our cleaners take great care, but accidents can occur. If damage happens during the service:

  • You must notify us within 24 hours

  • You must provide evidence (photos, description, etc.)

6.2 Marcel Clean Group is not liable for:

  • Wear and tear

  • Pre-existing damage

  • Items improperly installed or loosely fixed

  • Discolouration of age-worn surfaces

  • Natural deterioration of grout, paint, or silicon

  • Cost of repairs when item condition was already compromised

6.3 Liability is limited to the cost of repair or replacement of the damaged item, based on fair market value.

7. Health, Safety & Working Conditions

7.1 Cleaners are not permitted to lift heavy furniture, work at unsafe heights, or handle biohazardous materials.

7.2 We do not clean mould that poses health risks unless the environment is declared safe.

7.3 If cleaners feel unsafe or threatened, they may leave the premises. In such cases, no refunds will apply.

8. Use of Cleaning Products & Equipment

8.1 Our cleaners bring their own cleaning supplies and equipment unless otherwise arranged.

8.2 If you request the use of your own products, we are not responsible for any negative outcome caused by the product.

9. Privacy & Confidentiality

9.1 Marcel Clean Group respects your privacy and keeps all personal information secure.

9.2 Your details will not be shared with third parties except for operational purposes or when required by law.

10. Website Use & Intellectual Property

10.1 All content on our website, including images, branding, and text, is owned by Marcel Clean Group.

10.2 You may not copy, reproduce, or redistribute any website content without written permission.

11. Amendments to Terms

11.1 Marcel Clean Group may update these Terms at any time.

11.2 Continued use of our services constitutes acceptance of updated Terms.