1. About the service

Green Olive Cleaning provides domestic and commercial cleaning services across Melbourne and surrounding areas. Services may include regular home cleaning, fresh home reset, spring cleaning, end of lease cleaning, Airbnb cleaning, home organisation, NDIS and DVA cleaning, office cleaning, community and clubhouse cleaning, childcare cleaning, strata cleaning, and medical centre cleaning.

The service provided will be based on the agreed booking, quote, service type, property details, and any instructions confirmed before the service begins.

2. Service scope

Green Olive Cleaning will perform the cleaning tasks agreed at the time of booking. Any additional tasks requested on the day may be subject to availability, time, safety, and additional fees.

Cleaners are not authorised to approve major changes to the service scope directly. Any changes should be confirmed with Green Olive Cleaning before or during the service.

3. Booking details

To complete a booking, clients may be asked to provide:

1. Full name.
2. Phone number.
3. Email address.
4. Service address.
5. Preferred service date and time.
6. Type of service required.
7. Size and condition of the property.
8. Access instructions.
9. Parking information.
10. Notes about pets, hazards, delicate surfaces, or special requirements.

For NDIS or DVA related services, additional information may be requested, such as participant details, plan manager details, support coordinator details, service frequency, and approved support requirements.

4. Client responsibilities

The client agrees to:

1. Provide accurate information before the service.
2. Provide safe and clear access to the property.
3. Ensure electricity, running water, and suitable working conditions are available.
4. Secure valuables, fragile items, cash, jewellery, documents, antiques, and sentimental items.
5. Inform Green Olive Cleaning of any hazards, damaged surfaces, restricted areas, or safety concerns.
6. Keep pets safely secured if required.
7. Move heavy items before the service if cleaning behind or underneath those items is requested.
8. Ensure the property is reasonably ready for the agreed service.

5. Health and safety

Green Olive Cleaning may refuse, pause, or stop a service if our team believes the work environment is unsafe.

This may include situations involving:

1. Unsafe access.
2. Aggressive behaviour, harassment, or verbal abuse.
3. Biohazards or hazardous materials not disclosed before booking.
4. Unsafe electrical, water, or structural conditions.
5. Dangerous pets.
6. Excessive clutter that prevents safe movement.
7. Any situation that may place our team, the client, or the property at risk.

Respectful communication is required at all times. Abuse, threats, or unsafe behaviour toward our team will not be accepted.

6. Products and equipment

Green Olive Cleaning may provide cleaning products and equipment suitable for the agreed service.

If the client requests the use of their own products or equipment, the client confirms that those items are safe, suitable, and in working order. Green Olive Cleaning may refuse to use any product or equipment considered unsafe or unsuitable.

We are not responsible for damage caused by client supplied products, equipment, or instructions where the risk was not reasonably known to us.

7. Quotes and pricing

Quotes are based on the information provided by the client. If the actual service requirements are different from the information provided, the price may need to be adjusted.

Examples include:

1. The property is larger than described.
2. The property condition requires extra time.
3. Additional tasks are requested.
4. Access or parking causes delays.
5. Specialist cleaning is required.
6. The service requires more cleaners or more time than expected.

Where possible, we will discuss any pricing changes with the client before proceeding.

8. Payment terms

Payment terms will be confirmed at the time of booking or invoice. The client agrees to pay all fees by the due date.

If payment is overdue, Green Olive Cleaning may pause future bookings until the outstanding amount is paid.

For plan managed or third party managed services, the client or authorised representative is responsible for ensuring correct billing information is provided.

9. NDIS and DVA services

For NDIS and DVA services, Green Olive Cleaning will provide cleaning support based on the agreed service request and available funding arrangement.

The client, participant, nominee, support coordinator, or plan manager is responsible for ensuring:

1. The service is appropriate for the participant’s needs.
2. The service is within the relevant plan or approval.
3. Billing details are accurate.
4. Any changes to plan management or service approval are communicated promptly.
5. Consent is provided before referral or service information is shared.

10. Access to the property

The client must provide clear access at the agreed time. If our team cannot enter the property, cannot contact the client, or cannot safely begin work, the service may be treated as cancelled or non accessible.

A cancellation or non access fee may apply.

11. Cancellations and rescheduling

If you need to cancel or reschedule a service, please notify Green Olive Cleaning as early as possible.

Late cancellations may result in a fee, especially where staff time, travel, or scheduling has already been arranged.

For recurring services, ongoing changes should be confirmed in advance.

12. Non attendance by Green Olive Cleaning

If Green Olive Cleaning is unable to attend a scheduled service due to circumstances outside our control, we will contact the client as soon as possible and arrange a suitable replacement time.

Where appropriate, the client may be offered a reschedule, credit, or refund for any prepaid service not delivered.

13. Complaints and re cleaning requests

If you are not satisfied with the service, please contact Green Olive Cleaning as soon as possible after completion.

Please include:

1. Your name.
2. Service date.
3. Property address.
4. Photos if relevant.
5. A clear description of the concern.

We will review the matter and may offer a suitable resolution, such as returning to address the issue, adjusting the service, or another reasonable remedy.

14. Damage, breakage, or incidents

The client must report any damage, breakage, accident, or missing item concern as soon as possible after the service.

Green Olive Cleaning is not responsible for:

1. Pre existing damage.
2. Normal wear and tear.
3. Unsecured valuables.
4. Fragile items not disclosed or secured before the service.
5. Damage caused by client supplied products or equipment.
6. Items moved by the client or by request where the risk was not disclosed.

15. Service limitations

Green Olive Cleaning may not be able to remove:

1. Permanent stains.
2. Deep mould or structural mould issues.
3. Rust, burn marks, or chemical damage.
4. Stains caused by long term wear.
5. Heavy scale or grime requiring specialist treatment.
6. Damage hidden by dirt before cleaning.
7. Odours requiring specialist remediation.

Cleaning may make existing wear, marks, or damage more visible once dirt is removed.

16. No direct engagement of cleaners

The client agrees not to privately employ, contract, or engage Green Olive Cleaning staff or cleaners outside Green Olive Cleaning without written permission.

This helps protect our team, training investment, scheduling, and service standards.

17. Privacy and client information

Information provided by the client may be used to deliver the service, manage bookings, process invoices, communicate service details, and meet legal or administrative requirements.

Green Olive Cleaning will take reasonable steps to protect personal information and will not share it except where needed to provide the service, with consent, or where required by law.

18. Changes to this agreement

Green Olive Cleaning may update this Customer Service Agreement from time to time. The latest version will be published on the website.

Continued use of our services after updates are published means you accept the updated agreement.

19. Governing law

This agreement is governed by the laws of Victoria, Australia. Any disputes will be handled according to the applicable laws and courts of Victoria.

20. Contact details

Green Olive Cleaning
Phone: 0451 542 996
Email: info@greenolivecleaning.com.au
Service area: Melbourne and surrounding areas