Terms of Service
Last updated: May 2026
1. About these terms
These terms govern your use of the ELM Cleaning website (elmcleaning.com.au) and the cleaning services provided by ELM Cleaning Services Pty Ltd (ACN 167 865 090).
By using our website or engaging our services, you agree to these terms. If you do not agree, please do not use the website or our services.
2. Our services
We provide residential, commercial, NDIS, homecare, and end-of-lease cleaning services across Melbourne, Victoria. All services are subject to availability and are delivered by our directly employed team.
Service details, scope, and pricing are confirmed in a quote or service agreement before any work begins. We do not commence work without an agreed scope.
3. Quotes and pricing
All quotes are provided based on the information you supply about your property and requirements. Quotes are valid for 30 days from the date of issue unless otherwise stated.
We charge by the hour. The quoted price is based on the estimated time required. If a clean takes less time than estimated, you pay for the actual time.
We reserve the right to adjust pricing if the actual scope of work differs significantly from what was described at the quoting stage. Any adjustment is communicated and agreed before work proceeds.
4. Bookings and cancellations
Regular cleaning schedules are agreed between you and our team. We will notify you of your cleaner's visit in advance.
If you need to cancel or reschedule, we ask for at least 24 hours notice. Same-day cancellations may incur a cancellation fee. We understand that circumstances change and will always try to accommodate reasonable requests.
We reserve the right to cancel or reschedule a booking if our team is unable to attend due to illness, weather, or other circumstances beyond our control. We will notify you as soon as possible and arrange an alternative time.
5. Access to your property
You are responsible for providing safe and reasonable access to the areas to be cleaned. This includes key-safe access, entry codes, or being present to let our team in.
Our team will lock up and secure the property when they leave. If we are unable to access the property at the scheduled time, a cancellation fee may apply.
6. Quality and re-cleans
If you are not satisfied with any aspect of a clean, let us know within 24 hours. We will arrange a re-clean of the specific areas at no additional charge.
For end-of-lease cleans, our re-clean guarantee extends to 72 hours after the property inspection. We address any items raised by the property manager that relate to the scope of work we performed.
7. Liability and insurance
We hold comprehensive public liability insurance and WorkCover. In the unlikely event that damage occurs during a clean, report it to us within 24 hours. We will assess the situation and work with you to resolve it.
We are not liable for pre-existing damage, wear and tear, or damage caused by factors outside our control. We take reasonable care with your property and belongings at all times.
8. NDIS services
We provide cleaning services to NDIS participants with plan-managed or self-managed plans. Services are delivered in accordance with your service agreement. We invoice your plan manager or you directly, depending on your arrangement.
Our safeguarding and incident reporting processes are outlined on our safeguarding page.
9. Payment
Residential clients can pay by credit card, cash, or cheque after each clean.
Commercial clients may pay by invoice. Payment terms are discussed and agreed on an individual basis as part of your service agreement.
For NDIS and homecare clients, invoicing follows the agreed arrangement with your plan manager or provider.
Overdue accounts may be subject to suspension of services until the balance is resolved.
10. Website use
The content on this website is provided for general information and to facilitate service enquiries. While we take care to keep information accurate, we do not guarantee that all content is current or error-free.
You may not use this website for any unlawful purpose, to submit false or misleading information, or to interfere with its operation.
11. Changes to these terms
We may update these terms from time to time. Changes will be posted on this page with an updated revision date. Continued use of the website or our services after changes are posted constitutes acceptance of the updated terms.
12. Governing law
These terms are governed by the laws of the State of Victoria, Australia. Any disputes are subject to the jurisdiction of the courts of Victoria.
13. Contact
For questions about these terms: