About These Terms
These Terms of Service ("Terms") govern your use of the Unseen Care website (unseencare.com.au) and the cleaning services provided by Unseen Care (ABN 16 372 010 773), located in Sydney, NSW, Australia ("we", "us", "our").
By submitting a quote request, making a booking, or engaging our services, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.
These Terms are governed by the laws of New South Wales, Australia. Nothing in these Terms limits any rights you may have under the Australian Consumer Law.
Our Services
Unseen Care provides professional cleaning services to residential and commercial clients in Sydney and surrounding areas. Our services include but are not limited to:
- Regular residential cleaning (weekly, fortnightly, monthly, one-off)
- Commercial and office cleaning
- End of lease and bond cleaning
- Deep cleaning and spring cleaning
- Post-construction and builder's cleans
- Airbnb and short-stay property turnovers
Standard, Deep and End of Lease cleans can be booked and paid for online at addresses within our service areas. Other services, and addresses outside those areas, are quoted individually.
What each service includes is listed task by task on our booking page and in the confirmation email we send when you book (the service checklist). That checklist, together with any add-ons you book, is the agreed scope of work for your clean.
Services are subject to availability. We reserve the right to decline any service request at our discretion.
Quotes & Bookings
Prices shown on our website are calculated from the details you give us, including the service, the number of bedrooms, the condition of the property and any add-ons. If the property's actual size or condition differs significantly from what was described, we may adjust the price. We will tell you before the clean goes ahead.
Add-ons marked "Quote needed" (such as carpet steam cleaning and second-storey windows) are not included in the online total. We price them once we have seen the job, and you can accept or decline that price.
Online bookings require at least 24 hours' notice. A booking is confirmed when we send you a confirmation email or otherwise confirm it with you in writing or by phone.
We may need to cancel or reschedule a booking because of unforeseen circumstances. If so, we will tell you as soon as possible and offer another time. If we cancel and you don't take another time, we will refund anything you have paid for that clean.
Quotes are valid for 30 days from the date of issue unless otherwise stated.
Access to Your Property
You are responsible for ensuring our team has safe and clear access to the property at the agreed time. This includes:
- Providing keys, access codes or other entry arrangements in advance
- Ensuring the property is accessible and safe for our staff to work in
- Notifying us of any hazards, security systems or special access requirements
- Ensuring pets are secured during the clean where necessary
Access details you give us, such as where a key is left or a gate or lockbox code, are shared only with the cleaners assigned to your job. Our Privacy Policy explains how.
If our team cannot access the property at the scheduled time through no fault of our own, it is treated as a no-show under our cancellation policy below.
Cancellations & Rescheduling
We understand that plans change. Our cancellation policy is as follows:
- 24 hours' notice or more: cancel or reschedule free of charge. Any deposit or payment you have made is refunded in full to the card you paid with.
- Less than 24 hours' notice, a no-show, or no access: a fee of up to 100% of the scheduled service price may apply, and any amount already paid may be kept towards it.
Rescheduling online: your confirmation email includes a link to move your clean yourself. Moves are free and unlimited while the clean is at least 24 hours away, and the new date must also be at least 24 hours away. Inside 24 hours, please contact us.
Cancelling: please contact us as early as possible at or on 0482 013 696. If you chose to pay on the day, we will also email you a few days before your clean asking you to confirm or cancel, and you can answer from that email.
Card refunds are returned to the card you paid with. Your bank may take several business days to show them.
Payment
When you book online you choose how to pay:
- Deposit: $75 by card when you book, with the balance payable after the clean
- Pay in full: the whole price by card when you book
- Pay on the day: nothing online; the full price is payable by cash or bank transfer on the day of the clean
Card payments are processed securely by Stripe. We never see or store your full card number.
We issue a tax invoice for each clean. If you paid a deposit, we will email you the day before your clean with the balance, which is due when the clean is completed. For regular ongoing services, each clean is booked and invoiced separately. Bookings made by phone, and quoted services, are paid as agreed with you at the time.
Invoices are due within the timeframe stated on the invoice.
All prices are in Australian dollars (AUD) and inclusive of GST where applicable.
Promotions & Discount Codes
From time to time we may offer discount codes. Unless the offer says otherwise:
- One code can be used per booking, and it must be entered when you book
- The discount comes off the price of the clean, whichever way you pay
- Offers limited to a number of bookings end automatically once that number is reached, even if the code is still advertised
- Codes have no cash value and cannot be applied to a booking after it is made
Any conditions shown with a particular offer, such as which services it covers or when it ends, form part of that offer.
Satisfaction Guarantee
We stand behind our work. If you are not satisfied with the quality of a clean, please notify us within 24 hours of the service being completed. We will return to remedy the issue at no additional charge.
This guarantee applies to the agreed scope of work: the service checklist for the service you booked, plus any add-ons you booked. It does not apply to damage caused by pre-existing conditions, or dissatisfaction arising from issues outside our control.
Damage & Liability
Our team takes great care when working in your property. In the unlikely event that damage occurs as a direct result of our services, please notify us within 24 hours with photographic evidence, so we can look into it while it is fresh.
To the extent permitted by law, we will not be liable for:
- Pre-existing damage or wear and tear to property or items
- Damage caused by incorrectly secured, unstable or fragile items not disclosed to us
- Loss or damage to valuables or items of special significance left in accessible areas
- Any indirect, consequential or economic loss arising from our services
Nothing in this section excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law, or our liability for damage we cause through our own negligence.
Health & Safety
We reserve the right to refuse or halt a service if conditions at the property pose a health or safety risk to our staff. This includes but is not limited to extreme clutter, biohazards, pest infestations, or aggressive animals.
We will always explain the problem to you before making this decision. If the conditions were not disclosed to us when you booked, a stopped clean is treated as a late cancellation under our cancellation policy.
Your Responsibilities
When using our services, you agree to:
- Provide accurate information when requesting a quote or booking
- Treat our staff with respect and courtesy at all times
- Ensure the property is reasonably safe and accessible
- Notify us of any special requirements, allergies or sensitivities relevant to the products we use
- Make payment in accordance with the agreed terms
Website Use
Our website lets you find out about our services, request quotes, book and pay for cleans, and manage your booking. You agree not to:
- Use the website for any unlawful purpose
- Attempt to gain unauthorised access to any part of the website
- Transmit any harmful, offensive or disruptive content through the website
The links we email you, for example to reschedule a clean, are personal to your booking. Please don't share them. We reserve the right to modify or discontinue the website at any time without notice.
Intellectual Property
All content on this website, including text, images, logos, and design, is the property of Unseen Care and is protected by Australian copyright law. You may not reproduce, distribute or use any content without our prior written permission.
Changes to These Terms
We may update these Terms from time to time to reflect changes in our services or legal requirements. Updated Terms will be posted on this page with a revised effective date. Continued use of our services after changes are posted constitutes acceptance of the updated Terms.
Governing Law
These Terms are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts of New South Wales.
Nothing in these Terms is intended to exclude, restrict or modify any rights you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.
Contact Us
If you have any questions about these Terms or our services, please get in touch:
- Email:
- Phone: 0482 013 696
- Business: Unseen Care, Sydney NSW, Australia
- ABN: 16 372 010 773