Terms & Conditions of Service

Welcome to Bright Cleaners (ABN: 82 624 861 749). By accessing our website, using our online booking engine, or engaging our professional cleaning services, you agree to comply with and be bound by the following Terms and Conditions. These terms are designed to protect both our customers and our business operations. If you do not agree with any part of these terms, please do not use our services.

1. Definition of Services

Bright Cleaners provides professional residential and commercial steam carpet cleaning, tile & grout cleaning, upholstery cleaning, mattress sanitization, and professional oven and kitchen appliance cleaning services across Canberra and surrounding border areas.

2. Online Booking & $25 Deposit Policy

To secure a booking slot via our interactive online checkout wizard, customers are required to pay a $25.00 non-refundable booking deposit. This deposit:

• Is processed securely through our Stripe payment gateway integration.
• Will be deducted from the final service amount due upon completion of the work on-site.
• Is required to cover administrative costs, vehicle scheduling, and technician allocations.

3. Cancellation & Rescheduling Policy

We value our technicians' time and operate on a strict scheduling window. If you need to cancel or reschedule your cleaning appointment:

• More than 72 hours before: You may reschedule or cancel your appointment without penalty. If cancelled, your $25 deposit can be refunded or kept as a credit for future services.
• Within 72 hours: If you cancel or reschedule within 72 hours of your booking time, your $25 deposit will be forfeited to compensate for lost booking slots and administrative re-allocation.
• No-Show Policy: If our technicians arrive at the designated property and cannot gain access within 20 minutes of the arrival window, the booking is cancelled and the deposit is forfeited.

4. Pricing & Postcode Markups

Our online wizard provides real-time quoting based on rates listed on the site. However, please note:

• Standard Sizing: Prices quoted assume standard sizing (e.g. rooms up to 10 square meters, standard 600mm or 900mm ovens, standard fabric seating). Larger or heavily soiled areas may require on-site adjustments, which will be confirmed by the technician before work commences.
• NSW Regional Markups: Bookings made outside of standard ACT postcodes (specifically regional NSW zones) are subject to a automatic 10% travel markup to cover additional fuel and travel times, which is calculated at checkout based on the entered postcode.

5. Satisfaction Guarantee & Complaints

We stand behind the quality of our work with our Gold Medal Satisfaction Guarantee:

• If you are not 100% satisfied with the cleanliness of the serviced areas, you must notify our office at hello@brightcleaners.com.au or call 1800 714 110 within 24 hours of completion.
• We will dispatch a technician to inspect and re-clean the specific areas in question free of charge.
• If, after the re-clean, you remain unsatisfied, we will review the booking and may offer a partial or full refund at our discretion, up to the total value of the specific service in question. Complaints made after 24 hours of service completion will not qualify for free re-cleans or refunds.

6. 60-Minute Arrival Promise

We promise to call you 60 minutes prior to our arrival window. If our team fails to contact you 60 minutes before arriving on-site, we will clean one standard room (or apply an equivalent discount of $40) to your invoice free of charge. This promise is subject to mobile network availability and accurate contact details provided by the customer.

7. Limitation of Liability & Exclusions

While our technicians use extreme care, Bright Cleaners is not liable for:

• Pre-existing Wear and Damage: Fraying carpets, worn traffic lane piles, unstable tile grouting, or loose appliance components that are structurally compromised before our arrival.
• Permanent Staining: Some chemical substances (dyes, bleach, specific pet urine, ancient coffee stains) can permanently dye carpet fibers. We do not guarantee 100% stain removal for permanently damaged fibers.
• Oven Glass and Heating Elements: We are not liable for electrical failures, worn heating elements, or micro-cracks in glass panels that fail due to pre-existing age or mechanical wear during the restoration process.

8. Payment Terms

The remaining balance of your invoice (total quote minus the $25 deposit) must be paid in full immediately upon completion of the service. We accept credit card payments, mobile bank transfers, or cash on-site. Late payments are subject to a 5% interest fee per week if unpaid past 7 days from the invoice date.