Terms & Conditions

1. About Us

These Terms and Conditions govern all cleaning services provided by ShineMasters Australia Pty Ltd (“ShineMasters”, “we”, “us”, “our”), operating in Sydney, NSW, Australia. By booking a service with us, online, by phone, or by email, you (“the client”) accept these terms in full.

For any questions, contact us at info@shinemasters.com.au or 0432 999 407.

2. Bookings

All bookings are confirmed upon receipt of a confirmation email or message from ShineMasters. Bookings are subject to availability. We reserve the right to decline or reschedule a booking at our discretion, with reasonable notice to the client.

By confirming a booking you warrant that you are authorised to grant access to the property and that the property is suitable for the requested service.

3. Cancellation & Rescheduling

• More than 24 hours notice: No charge. Rescheduling is free.
• Less than 24 hours notice: A cancellation fee of up to 50% of the booking value may apply.
• No-show / lock-out: If our team arrives and cannot access the property (no key, no answer, locked out), the full booking fee is charged as a lock-out fee.
• Recurring services: Cancellation of a recurring plan with less than 24 hours notice on more than two consecutive occasions may result in forfeiture of the recurring discount on future bookings.

ShineMasters may reschedule a booking due to unforeseen circumstances (e.g. cleaner illness, severe weather). We will contact you as early as possible and offer an alternative time.

4. Recurring Services & Pricing

Where a recurring cleaning frequency (weekly or fortnightly) is selected, the first clean is always charged at the one-off rate. The applicable discount takes effect from the second clean onwards, provided the agreed frequency is maintained.

If a recurring booking is skipped or cancelled and the agreed frequency is not maintained for two or more consecutive visits, the discounted rate may be adjusted or reverted to the standard one-off rate at ShineMasters’ discretion.

5. Payment

Payment is due at or prior to the time of service, unless otherwise agreed in writing. We accept major credit and debit cards. All prices are in Australian dollars (AUD).

GST: ShineMasters Australia Pty Ltd is not currently registered for GST. Prices displayed are the total amount charged and no GST is added. This will be updated if our GST registration status changes.

Overdue payments may attract a late payment fee and ShineMasters reserves the right to suspend recurring services until outstanding balances are settled.

6. Access to Property

The client is responsible for providing safe, unobstructed access to the property at the scheduled time. This includes providing keys, alarm codes, building access instructions, or other means of entry as required.

Key and access information provided to ShineMasters will be handled with strict confidentiality and used solely for the purpose of delivering the booked service. Keys will not be copied or retained beyond the service period without explicit written consent.

7. Satisfaction Guarantee & Re-cleans

We stand behind the quality of our work. If you are not satisfied with any aspect of a completed clean, you must notify us within 36 hours of the service completion. We will arrange a complimentary re-clean of the specific areas of concern at no additional cost.

The re-clean guarantee applies to the same areas cleaned during the original service and does not cover new soiling, damage, or areas not included in the original scope of work.

Our satisfaction guarantee does not exclude or limit any rights you may have under the Australian Consumer Law.

8. Insurance & Liability

ShineMasters Australia Pty Ltd holds public liability insurance. In the event of accidental damage caused directly by our cleaning team during a service, you must notify us in writing within 24 hours of the service completion. Claims reported after this period may not be eligible for compensation.

ShineMasters accepts no liability for:

• Pre-existing damage, wear, or deterioration
• Damage to improperly secured, fragile, or inherently delicate items not disclosed prior to the service
• Valuables left unsecured in the property during the service
• Loss or damage caused by third parties
• Consequential or indirect losses of any kind

Our total liability to you in connection with any service shall not exceed the value of that individual booking.

9. Client Responsibilities

Before the cleaning team arrives, clients are asked to:

• Secure or store away valuables, cash, jewellery, and irreplaceable items
• Ensure pets are secured or contained in a safe area
• Inform us of any known hazards (mould, chemicals, asbestos, biohazards) prior to the service
• Ensure the property has running water and electricity available

ShineMasters reserves the right to refuse service or depart a property without refund if conditions are deemed unsafe, hazardous, or grossly beyond the scope of the booking (e.g. hoarding, infestation, undisclosed biohazards).

10. Scope of Service

Services are carried out to the scope agreed at the time of booking. Any additional tasks or areas requested on the day that fall outside the original scope may be subject to additional charges, which will be communicated and agreed upon before the work is carried out.

ShineMasters uses professional-grade cleaning products. If you have specific product requirements (e.g. allergies, product restrictions), you must notify us at least 24 hours before the service.

11. Privacy

ShineMasters collects and handles personal information in accordance with the Australian Privacy Act 1988. Your personal data is used solely to deliver and improve our services, process payments, and communicate with you about your bookings. We do not sell or share your personal information with third parties for marketing purposes.

12. Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) or any other applicable legislation that cannot be excluded by agreement. Where permitted by law, our liability for breach of a non-excludable guarantee is limited to re-supplying the service or paying the cost of having the service re-supplied.

13. Changes to These Terms

ShineMasters reserves the right to update these Terms and Conditions at any time. The date of the most recent revision appears at the top of this page. Your continued use of our services after any changes constitutes acceptance of the updated terms.

14. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of NSW.