Service Lead Pro Customer Terms

1 About these Terms

These Terms are an agreement between you and Cost Comparison Pty Ltd (ABN 60 655 338 284), trading as Service Lead Pro, referred to as “we”, “us” and “our”. We operate the website bondcleaners.au.

• Service Lead Pro is our cleaning marketplace.
• The domain bondcleaners.au is our customer-facing website for enquiries and bookings. References to the website identify this service channel; the company identified above is the contracting platform operator.
• Assistora is the platform we use for Quotes, Booking requests, confirmations, messages, service records and payments. You can manage requests through your Customer Portal.
• Stripe processes card payments for us.

When these Terms apply. They apply to our websites, Assistora and our phone booking service, including requests originating from advertising, payment links, referrals and marketing or lead partners. We make the applicable Terms available before you agree to the relevant transaction.

How you accept them. You expressly accept these Customer Terms when accepting a Quote and submitting a Booking request, before saving a card or making payment. For a phone request, staff send you the acceptance link and you complete that same acceptance step; staff entry alone does not constitute your acceptance. We record the version and date and time of acceptance. If you act for another person or business, you confirm your authority to bind them.

Which version applies. Your request and resulting Booking retain the Customer Terms you expressly accepted for that request. If you already accepted a Quote and the applicable Terms for that work before submitting the request, those agreed Terms remain protected under section 18. A later payment, login or acceptance of updated account terms does not automatically change an existing request or Booking. The accepted Quote and Job snapshot preserve the agreed scope and pricing.

From its stated effective date, these Customer Terms replace Version 2.0 for new transactions. Existing accepted requests and Bookings retain their agreed terms. Section 18 explains the transition from Version 2.0.

2 How the marketplace works

Cleaners supply the services; we arrange them. Each Job is supplied by an independent cleaning or pest management business with its own ABN. Its workers or subcontractors may perform the work on its behalf. Your agreement with us covers our marketplace services. The contract to supply the booked service forms between the Customer and the identified Cleaner when that Cleaner accepts the Job. It incorporates the accepted Quote, the applicable service obligations in these Terms and any approved variation.

Pending and confirmed bookings. After accepting a Quote and saving a payment method, the Customer has a Booking request awaiting Cleaner confirmation. We confirm the Booking only when a Cleaner accepts, identify the assigned provider and notify the final total under section 5. Date and time requests remain subject to availability until confirmed. Section 10 explains confirmation deadlines and free cancellation before acceptance.

Our role. We run the marketplace and act as the Cleaner's agent to:

• prepare Quotes and receive Booking requests;
• offer Jobs to suitable Cleaners;
• collect payment and issue invoices on the Cleaner's behalf;
• coordinate service rectification, support and disputes.

We must provide these services with due care and skill.

Independent businesses. Cleaners are independent businesses, not our employees. Each Cleaner decides whether to accept a Job and is responsible for performing it to the agreed scope and the standards in these Terms.

What we don't promise.

• We don't guarantee the return of a rental bond. That depends on the property's condition, the entry condition report, and the decision of the landlord, agent or tribunal.
• We don't guarantee a Cleaner will be available for every request or date.

3 Your rights under the Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL), or any other law, that can't lawfully be excluded. If anything in these Terms seems to conflict with those rights, your rights prevail.

If you are a consumer under the ACL, services must be provided with due care and skill and be reasonably fit for a purpose or result you made known, subject to the ACL. Where no time is agreed, services must be supplied within a reasonable time. If a service fails to meet a consumer guarantee:

• for a major failure, you can cancel the service contract and get a refund for the unused portion, or compensation for its reduced value;
• for a failure that is not major and can be remedied, you may require it to be fixed within a reasonable time. If the supplier refuses or fails to do so, you may have it fixed elsewhere and recover reasonable costs, or exercise any cancellation, refund or other remedy available under the ACL;
• you may also be compensated for any other reasonably foreseeable loss or damage.

The 7-Day Service Rectification Support in section 11 is additional to these rights. Its reporting period and one-return-service promise do not limit statutory remedies.

4 Accounts communications and conduct

Accurate information. Give us true, complete and current information, and update it when it changes. Keep your login details secure, and tell us promptly if you think someone else has used your account.

Messages from us. We send operational messages by email, SMS, phone, Assistora messaging and your Customer Portal. They cover your request, confirmation, assigned provider, scheduling, access, payments, service rectification, disputes and support. We send messages reasonably necessary to administer your request, Booking or account. Marketing messages require your consent and you can unsubscribe from marketing at any time.

Reviews. Reviews must reflect your genuine experience. We don't remove a review just because it's negative. We may remove a review that is false, misleading, offensive or defamatory, or that reveals someone's personal information. Business statistics we publish are based on our records at the time, and we'll correct any error we find.

Conduct. Treat Customers, Cleaners and our staff with respect. You must not:

• harass, threaten, abuse or discriminate against anyone;
• give false information, impersonate anyone, or post fake reviews;
• arrange or pay for an existing platform Booking outside Assistora to avoid the agreed payment arrangements;
• misuse, hack, scrape or interfere with Assistora or our websites.

What we may do. We may take reasonable and proportionate action for a breach, including a warning, removing content or restricting future use. We explain the reason and give you a reasonable opportunity to respond, unless immediate action is reasonably needed for safety, fraud prevention or security. Cancelling an existing Booking, charging a fee or withholding a refund must still satisfy section 10 and applicable law. An account restriction does not prevent you contacting us to cancel, seek a refund or pursue a complaint or other legal right. We may recover only loss lawfully recoverable and attributable to your breach.

5 Quotes prices and GST

How prices are set. Assistora prepares the Quote from the selected services, property details, condition, extras, location and other information you provide. Describe these accurately so the Quote reflects the work required (section 7).

Your accepted Quote. The accepted Quote records the base price, the GST pricing rules, services, extras and checklist items you approve. It also records your requested date and time. Those details are a request until a Cleaner accepts. Later catalogue or price changes do not alter an accepted request or Booking. Apart from GST calculated under the agreed rules below, extra work or a price change requires your express approval under section 9.

Quote expiry. An unaccepted Quote expires 30 calendar days after issue or at the requested service time, whichever is earlier. You may request a new Quote through your Customer Portal. Any new price and service date are shown for your approval; a new Quote is not automatically accepted. Expiry does not change an already accepted request or Booking.

GST and the total price. Before you submit a request or save a payment method, we prominently display the maximum total for the quoted scope, including GST if the assigned Cleaner is GST registered. This maximum is at least as prominent as any base price. We also state the lower total payable if the assigned Cleaner is not GST registered. You agree to these stated pricing rules. For example, a $100 base estimate is presented with a maximum total of $110 including GST if applicable, reduced to $100 if the assigned Cleaner is not GST registered. When a Cleaner accepts, we identify and notify the final total before charging. GST on the cleaning or pest service is charged only where applicable to that Cleaner’s supply. Approved extra work is quoted separately under section 9.

GST if a Cleaner is replaced. If a GST-registered Cleaner is replaced by one that is not registered, we remove the GST amount and refund it if already collected. If a non-registered Cleaner is replaced by a GST-registered Cleaner, your agreed total stays the same. We fund the agreed replacement adjustment by reducing our commission. A replacement never increases your total without a separately approved change to the work. The revised breakdown and invoice show the actual Customer price and any GST included in it.

Invoices. After the Job is completed, we issue an invoice on the Cleaner’s behalf in its legal business name and under its ABN, and make it available in your Customer Portal. It is a tax invoice where the Cleaner is GST registered and the supply is taxable. The assigned Cleaner’s name is provided when the Job is accepted; its legal business name and ABN are also available in the assignment details before the service. Tell us before booking if you need a GST-registered provider. We cannot guarantee one will be available.

6 Payment

Saving your card. Saving a payment method through Stripe does not charge the service price or place a hold for the service amount. Your bank may show a temporary card-verification authorisation. Stripe securely handles card details; we do not store your full card details and will not ask you to send them by email or SMS.

When we collect the service price. We charge the final agreed total 48 hours before the scheduled service, provided a Cleaner has accepted and we have sent you confirmation identifying the Cleaner and the final total. If those steps occur when less than 48 hours remain, we charge after acceptance and that notification. This can be on the day you submit a short-notice request. We do not collect the service price while the request is awaiting a Cleaner. Cancellation before a Cleaner accepts is free. A first confirmation notice, or a replacement confirmation after a Cleaner cancels or we remove them without your fault, sent inside 48 hours gives you the free-cancellation period in section 10; any service payment is refunded in full if you cancel within that period.

Payment as agent. We collect the service price as the Cleaner’s authorised agent. Payment of that price to us satisfies your payment obligation to the Cleaner for the amount received, even if the Cleaner’s payout is later delayed.

Payment authorisation. When submitting the request, you expressly authorise us to save the payment method through Stripe and charge it for the following amounts in accordance with these Terms:

• the final agreed service total under the GST pricing rules you accepted in section 5;
• additional work you expressly approve, after you have seen the extra amount and revised total (section 9);
• a cancellation or call-out charge properly payable for an accepted Booking under section 10. No cancellation or matching charge applies before a Cleaner accepts.

Before charging. We notify you of the final service total when the Cleaner accepts. Before any additional, cancellation or call-out charge, we explain the amount, reason and applicable calculation. We do not treat silence as approval for extra work.

If a payment fails. We'll send you a secure link to update your payment method through Stripe, and we may resend it. Once it's updated, we retry only the payment that is due — updating your card never brings forward the charge for a future Booking. If we still can't collect payment before the clean, we may need to reschedule or cancel the Booking.

Payment handling. Once collected, service payments are held in a separate company account. This is not a trust or escrow account.

7 Your responsibilities

To help the Cleaner do the Job you booked, you must:

• describe the property accurately, including its size, rooms, bathrooms, condition and any extras you need;
• give clear access instructions and make sure the Cleaner can get in at the booked time;
• provide working electricity and hot water, and access to parking or details of where to park;
• for bond and end-of-lease cleans, have the property empty of furniture and belongings, unless your Quote says otherwise;
• tell us in advance about hazards such as mould, broken glass, sharps, asbestos, biohazards, pest infestations or aggressive animals;
• secure pets, and put away valuables and fragile items;
• make sure the property is a safe place to work.

If your booking details are materially inaccurate, the Cleaner may propose a variation. A refusal to proceed or call-out charge must meet sections 9 and 10; rejecting an optional extra alone is not grounds for a charge.

8 Included and excluded work

Included. Your Job covers the services, extras, treatment areas and checklist items in the accepted Quote. The accepted scope prevails over general exclusions where it expressly includes an item.

Excluded unless your Quote includes them. Standard cleaning doesn't include:

• ceilings, wall washing beyond spot cleaning, and exterior or above-ground-level windows;
• blinds, curtains and upholstered furniture;
• balconies, patios, garages, oil stains, attics, crawl spaces and basements;
• vents, ducts, exhaust fans, chimneys and fireplaces;
• dismantling appliances or cleaning their internal parts, such as filters and oven fans;
• heavy grease above cabinets or on rangehoods, and deep mould removal;
• removing strong odours, cigarette smoke or heavy nicotine stains;
• removing paint, glue, silicone or construction residue, and post-renovation or builders' cleans;
• grout restoration, regrouting and high-pressure cleaning;
• rubbish removal, pet waste, and biohazards such as blood, vomit or faeces;
• gardening, lawn mowing, and pool or spa cleaning;
• pest control and flea treatment.

Results depend on the starting condition. Cleaners work with reasonable care and skill, but some marks, stains and damage can't be removed by cleaning — for example, permanent staining, wear and tear, and existing damage.

Specialist services. Carpet cleaning and pest control are separately identified in the Quote, whether booked alone or with a bond clean. The Quote records whether standalone carpet work is for bond or end-of-lease purposes. Pest services arranged through the marketplace are end-of-lease general pest control supplied by the assigned independent licensed pest provider. The agreed target pests, treatment areas, scope and relevant limitations are recorded in the Quote or written service description provided before you commit to that work. General pest control does not include every pest or infestation. Flea treatment is excluded unless separately requested, quoted and booked.

Pest products and specific requests. The assigned independent licensed pest provider generally uses Temprid 75 Residual Insecticide or another appropriately registered product suitable for the agreed treatment. The provider selects and applies it according to its approved label directions. If you need treatment for a specific pest, tell us in writing before booking. We or the assigned provider confirm in writing whether it is included, its scope, limitations and any additional price. Additional work requires your approval before it starts.

Pest licensing. We offer pest work only to approved providers with the licence required where the work is performed. In Queensland, applicable pest management work must be performed by a licensed pest management technician, subject to lawful trainee supervision arrangements.

9 Changes on the day

Inspect and explain differences before work starts. The Cleaner checks the property against the accepted scope and records material differences with photos or other evidence. A proposed variation must identify the difference, the additional work, the extra amount and revised total. A pricing or time estimate error by us or the Cleaner does not, by itself, authorise a surcharge for work already included in the agreed scope.

Customer approval and payment. Cleaners may send proposed variations directly through Assistora, with support from our team. Extra work starts only after you expressly approve the variation and the additional payment succeeds. Assistora records the proposal, approval and payment. If you disagree or are unavailable, the Cleaner promptly contacts our team. The decision period is 30 minutes from sending the proposal and reasonably attempting contact; contacting our team does not restart that period. A longer wait requires the Cleaner’s agreement. Silence does not approve extra charges or a reduced scope.

If no variation is agreed. Where the full original scope can reasonably be completed, the Cleaner completes it to the agreed standard and leaves optional extras excluded. If a material discrepancy prevents completion, we discuss a workable solution within the decision period. The Cleaner does not perform a partial clean as an automatic substitute. A reduced service requires your separate agreement to a clearly explained scope and price, including limitations for your stated purpose. If the original work cannot reasonably proceed and no solution is agreed within 30 minutes, the Cleaner may leave after notifying our team and you. Our team explains the next step and any justified charge under section 10. Expiry of the waiting period, silence or rejection of optional extras does not itself justify a charge.

Unsafe conditions. A Cleaner may stop or refuse work if the property is unsafe or anyone behaves in a threatening or abusive way. The Cleaner may leave immediately if needed for safety and must notify us. We discuss rescheduling or cancellation with you. A call-out charge is considered only where the conditions in section 10 are met, including where a hazard you knew about but did not disclose prevents the work.

Problems not caused by the Customer. If a quoting, allocation or other failure by us or the Cleaner prevents completion, we arrange completion or the refund and other remedies required by law. We do not charge a Customer call-out fee for our own or the Cleaner’s error. We do not record the full Job as complete while agreed items remain unfinished.

10 Cancellations and rescheduling

How to cancel or reschedule. Use your booking link, Customer Portal or contact us. Timing is measured against the agreed scheduled service time at the property. Before a Cleaner accepts, cancellation or a date-change request is free. Cancellation is also free during either late-confirmation period below. Outside those free periods, for an accepted Booking cancelled less than 48 hours before the service, the late cancellation fee is $120 or 50% of the agreed service total, whichever is lower. The service total includes GST where applicable, and the fee cap includes any GST applicable to the fee. The fee reflects reasonable interests in reserved time and booking administration; it does not override a right to cancel without charge under law.

Free cancellation after a late confirmation. If we send your first Booking confirmation notice when less than 48 hours remain before the scheduled service, you may cancel free for two hours counted only between 8 am and 7 pm daily in the property’s local time. Eligibility and timing depend on that notice, not an earlier internal Cleaner-acceptance time. The notice identifies the Cleaner, final total and cancellation deadline. Time outside those hours does not count. For example, a 6 pm notice gives free cancellation until 9 am the next day; a notice at or after 7 pm gives free cancellation until 10 am the next day. A notice before 8 am gives free cancellation until 10 am that day. If we know delivery failed to all channels used, we resend the notice and calculate a fresh deadline from the successful notification. You can cancel through the booking link or Customer Portal at any time, or send cancellation to our contact email; the time you submit or send it controls, not when staff read it. We refund the entire service payment, including GST, with no cancellation, administration or attendance charge for a cancellation within this period. The late fee applies only after the period ends, subject to the early-start rule and your legal rights.

Replacement confirmed inside 48 hours. If your confirmed Cleaner cancels and we send a replacement confirmation notice when less than 48 hours remain before the agreed replacement service time, you receive a fresh two-hour free-cancellation period from that notice, calculated under the paragraph above. The same notice details, failed-delivery correction and full-refund rules apply. This applies whether we identify the replacement or you select an available replacement through us, and applies again if that replacement cancels and another is confirmed inside 48 hours. We first offer you the choice of replacement or full refund under “If we or the Cleaner cancel”; this paragraph does not authorise an automatic substitution. The early-start rule below applies to the replacement. Any early-start consent for the previous Cleaner does not transfer to the replacement; we obtain fresh express consent for that provider. We do not charge the service price again merely because a provider is replaced. A Cleaner we remove from your Booking for a reason that isn’t your fault is treated as having cancelled for this purpose.

An earlier service start. If the service is due to start before the free-cancellation period ends, we explain the timing and obtain your express agreement before arranging an earlier attendance. You must expressly agree that the free-cancellation period will end when the work actually starts, if earlier than its normal deadline. Saving a card, silence, arrival or a request made before the late confirmation is not that agreement. Until work starts, you may still cancel free within the remaining period. Without your agreement, we offer rescheduling or free cancellation; we do not charge a no-access or call-out fee merely because the original start falls within the free period. Work starting early does not remove your rights for service failures or other statutory remedies.

Unconfirmed advance requests. For a request made more than 48 hours before the service, we notify you at 48 hours before the service if no Cleaner has accepted. We explain that we will continue seeking a Cleaner until the confirmation deadline unless you cancel, and that a first confirmation notice sent inside 48 hours carries the free-cancellation period above. You may cancel free at any time before acceptance. Unless a Cleaner accepts first, the request expires without charge 24 hours before the requested service. Continuing past that deadline requires your express agreement to a clear new deadline; silence does not extend it. A request still unconfirmed at an agreed extension deadline expires without charge.

Requests made close to the service. If you submit a request between 24 and 48 hours before the service, we explain immediately that it is unconfirmed and apply the 24-hour expiry rule unless you expressly agree to a later deadline. For a request made within 24 hours, we disclose and agree a confirmation deadline before submission, no later than the requested start time. If no Cleaner accepts by the applicable deadline, the request expires without charge and we notify you. You may cancel free before a Cleaner accepts, and the late-confirmation period applies after a first confirmation notice sent inside 48 hours. We explain these rules before you submit a short-notice request. If a service payment was taken in error for an unconfirmed request, we refund it in full. An expired request cannot be revived, confirmed or charged without your fresh agreement.

Date changes. Before a Cleaner accepts, requesting a different date is free and remains subject to availability. For an accepted Booking, a date change 48 hours or more before the service is free. Within 48 hours, it is free if the same assigned Cleaner can perform the new date and time. If you are still within a free-cancellation period for a first or replacement confirmation, you may instead cancel free and submit a new request. Otherwise, an applicable cancellation charge may apply and the new date is a new request. We explain any charge before you agree to the change.

Call-out charges. If the Cleaner attends at the agreed time and cannot proceed because of an access failure or material booking discrepancy for which you are responsible, our team may determine a reasonable charge reflecting evidenced travel, waiting and lost-booking costs. The maximum is $250 or the agreed service total, whichever is lower, including any GST applicable to the charge. We explain the reason and calculation and refund the remaining payment. Our team decides the charge after reviewing the evidence; the Cleaner does not impose it independently. This charge cannot override either late-confirmation free-cancellation period or the early-start rule above.

Access procedure. The Cleaner checks the supplied access instructions, attempts any authorised key or lockbox access, calls on arrival and, if unanswered, sends an SMS or portal message and makes another call during a 30-minute waiting period. The Cleaner records arrival and contact attempts. If access is still unavailable after 30 minutes, the Cleaner may leave and report to our team. A Cleaner who is unsafe may leave immediately. No call-out charge applies where the problem was caused by us or the Cleaner, including arrival outside the agreed time or failure to pass on or follow correct instructions.

No duplicate recovery. We do not charge a cancellation fee and call-out fee for the same loss. We account for costs avoided and payments already recovered. We refund the balance after any properly justified charge. These charges do not remove a statutory right to a refund or other remedy.

If we or the Cleaner cancel. Where cancellation is not your fault, we first ask whether you want a replacement or a full refund. If you choose a replacement, we arrange one where available and notify you. If the Cleaner cancelled or we removed them without your fault, and the replacement confirmation is sent inside 48 hours, the replacement free-cancellation period above applies. A change to the agreed date, time or scope requires your agreement. The customer total does not increase because of replacement (section 5). If you choose a refund or no suitable replacement is available, we refund the entire amount paid, including GST, with no cancellation or administration deduction, even within 48 hours of the service. If cancellation is because of a Customer responsibility, only an applicable and justified charge under this section may be retained.

Events outside anyone’s control. If the service cannot safely go ahead because of severe weather, a natural disaster or a similar event, we offer rescheduling at no charge or a full refund.

11 7 Day Service Rectification Support

What it covers. We provide 7-Day Service Rectification Support for bond and end-of-lease cleaning, carpet cleaning booked for those purposes, and end-of-lease pest services supplied by independent providers booked through the marketplace. Eligible carpet and pest services qualify whether booked on their own or with a bond clean. The Quote or agreed written service description identifies the service and scope. Flea treatment qualifies only where separately quoted and booked. This support is provided by Cost Comparison Pty Ltd, trading as Service Lead Pro, at 1/16 McDougall St, Milton QLD 4064; phone 0485 985 772; email hello@bondcleaners.au. We are responsible for honouring this additional support promise, including coordinating the appropriate remedy. The assigned Cleaner remains the supplier of the booked cleaning, carpet or pest service and responsible for its service obligations. Your statutory rights against each responsible business remain available.

The remedy for each service. For eligible missed cleaning checklist items, we arrange one free return to rectify those items. For carpet cleaning, we arrange one appropriate rectification of a failure in the agreed carpet service, subject to carpet condition and existing damage. For pest control, the licensed provider assesses the issue against the agreed target pests, treatment areas and limitations and provides appropriate rectification of a covered treatment failure. Pest activity does not, by itself, establish failure; the technician considers the expected response to the treatment. Any repeat treatment must follow applicable law, product directions and safe application intervals.

How to request it.

1. Report the issue within seven calendar days after the relevant service is completed, using your booking link, hello@bondcleaners.au or 0485 985 772. Each separately completed service has its own reporting period. A timely request remains eligible if the return visit happens later, including because of our scheduling or provider availability.
2. Identify the affected checklist items or quoted service and explain the problem. Provide available photos, video or a property manager’s report to help us assess it. We consider the information reasonably available and may ask for further evidence.
3. Assessment and timing. We assess the reported issue against the accepted scope and evidence. For cleaning and carpet rectification, we aim to arrange a return within 48 hours where reasonably practicable, or agree another time, taking account of inspection and key-return deadlines. For pest work, report a concern within seven days even if the technician advises that results need longer to assess. A timely report remains open for that assessment. Pest return timing follows the licensed provider’s assessment, product directions and safety requirements; there is no promise of automatic repeat spraying within 48 hours.

If the original provider cannot return in time. We discuss a suitable replacement or an appropriate refund for the affected work with you, taking account of your access, inspection and key-return deadlines and applicable rights. If the first rectification does not resolve the failure, we reassess the remedy required by law; the additional support does not limit that remedy.

Costs and practical arrangements. Eligible rectification under this support is free, including making the request. cleaner can collect keys from within 5 km of the property if needed. Contact us about any necessary expense connected with a claim; we arrange or reimburse reasonable approved claim expenses, without limiting expenses recoverable under law.

What it doesn't cover.

• work that wasn't in your accepted Quote, or extras you didn't book;
• new marks, mess or damage after the clean — for example, from moving in, occupants, tradespeople or other cleaners;
• areas excluded from the agreed work or inaccessible because of a Customer responsibility, subject to the refund and completion rules in section 9;
• new requirements added later by you, your agent or landlord;
• permanent stains, damage, or wear and tear that cleaning can't fix.

Use after the service. Entry, inspection, occupation or third-party work does not automatically invalidate a request. We assess the affected items and evidence to distinguish failures present when the service finished from new dirt, damage or pest issues caused later. A new requirement or a pest outside the quoted target pests is not automatically included.

Your other rights. This additional support does not limit statutory remedies, create a seven-day deadline for legal rights, or shorten a longer warranty offered by a service provider. The limit of one return service under this promise is not a limit on remedies required by law.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

12 Complaints refunds and disputes

Use the guide below to direct your request. We assess all issues in accordance with your rights under law.

How we handle complaints. Contact hello@bondcleaners.au or 0485 985 772. We acknowledge complaints within one business day and aim to give an initial assessment or proposed solution within five business days. If more time is needed, we explain why and give the next update date. These are response targets, not a promise that every dispute will be resolved within five days. Urgent rectification requests with inspection or key-return deadlines receive priority. We review records, speak with the parties and explain the outcome and reasons.

Refunds. A refund or adjustment reflects the failure, evidence, accepted Quote and ACL. We process a refund promptly once the entitlement and amount are established, and confirm when it has been submitted; bank processing may add time before it appears in your account. Refunds return to the original payment method unless another lawful arrangement is agreed. A remedy legally due to you is not conditional on the Cleaner’s insurer accepting a claim or on us recovering money from the Cleaner. We explain the outcome to you. Any separate recovery from the Cleaner follows the Independent Provider Agreement and must not delay a refund or other remedy already legally due to you.

If a dispute remains unresolved. We coordinate the handling of claims and may administer a refund or rectification authorised under these Terms. We do not make a binding legal determination of a disputed claim. Either party can propose independent mediation or contact their state or territory fair trading agency, or a court or tribunal with jurisdiction, including QCAT where appropriate. Contacting us first is encouraged but is not a condition of exercising legal rights.

13 Chargebacks

Please contact us first. If you don't recognise a charge or think it's wrong, contact us at Hello@bondcleaners.au. Most payment problems are fixed faster this way, and you can still contact your bank at any time.

If you dispute a payment with your bank. We may give your bank or card issuer evidence about the Booking, such as your accepted Quote, these Terms, messages, before-and-after photos, Job completion records and payment records.

If payment is reversed. A chargeback decision does not by itself finally determine the parties’ contractual or legal rights. We may seek payment of an amount that remains lawfully owed, taking account of the evidence, any service failure, refunds and all money already recovered. We do not charge a separate chargeback administration fee or assume that an unsuccessful dispute was dishonest.

Unpaid amounts. For an amount lawfully owed and remaining unpaid, we may refuse future Bookings or seek lawful debt recovery. We do not recover the same amount twice. Collection costs may be sought only where lawfully recoverable and reasonable.

14 Property damage

Report damage promptly. Inspect the property as soon as reasonably practicable and report visible damage within 48 hours of the service where possible. If damage is discovered later, report it promptly after discovery and explain when and how you found it. Provide available photos, a description and relevant inspection records. The 48 hours is an expected reporting period, not an automatic expiry of a claim or statutory right.

Assessment and responsibility. We compare the report with the Cleaner’s records and other relevant evidence, including later access to the property. Delay may make causation harder to establish, but a late report is not rejected solely because of its timing. Reporting an issue does not automatically establish responsibility. The Cleaner is responsible for damage it causes. We require Cleaner public liability insurance but do not promise that an insurer will accept a particular claim. We pass on the report, share relevant records and assist resolution. Legal rights and applicable limitation periods are preserved.

Existing conditions. Cleaners are not responsible for pre-existing damage or ordinary wear and tear they did not cause. A pre-existing weakness or fault does not excuse additional damage caused by a failure to use reasonable care and skill.

Our responsibility. We're responsible for loss caused by our own breach of these Terms or our own negligence (section 17).

15 Privacy photos and records

We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy explains this in full; this section summarises it.

What we collect. Your name and contact details; property address and access instructions; Quote, Booking, invoice and payment records; messages, uploaded photos and files; and account activity, including device and IP information at login. Service evidence may include information about the property and embedded location, date and time information in provider-uploaded files. We may receive your details from marketing or lead partners you contacted about cleaning. Stripe handles full card details as explained in section 6.

How we use it. To prepare Quotes, arrange and administer your Job, match an appropriate provider, process payments, issue invoices, provide support, resolve disputes, prevent fraud, meet legal and tax obligations and improve our services. We send marketing only with your consent.

Who we share it with.

• eligible prospective providers, with only the limited service and general-location details reasonably needed to assess an offer; and the assigned provider, with the contact and access details reasonably needed to perform your Job and any rectification;
• service providers that help us run our business, including Assistora, Stripe for payments, and email and SMS providers;
• government services where reasonably needed to verify relevant business information;
• the Australian Taxation Office for required tax reporting, and other regulators, courts or police where the law requires or allows disclosure;
• a buyer or prospective buyer in a business sale or restructure, only to the extent reasonably necessary, with appropriate confidentiality safeguards and as permitted by applicable privacy law.

We don't sell personal information.

Overseas processing. Some service providers, including Stripe, may process or store personal information outside Australia, including in the United States. Our Privacy Policy explains relevant overseas disclosures and the likely recipient countries where practicable. We take the steps required by applicable privacy law for those arrangements.

Property photos. Cleaners take before, after and completion photos of the property. These photos and other uploaded files may include embedded location, date and time information, which we retain with the service record. We use them for service records, quality checks, rectification and disputes, including payment disputes. We do not use property photos for marketing.

Records. Assistora keeps records of Bookings, accepted Quotes and scope, messages, photos and documents, verification, status changes, payments and audit logs. We keep them as long as reasonably needed for payments, compliance, disputes and legal record-keeping, then delete or de-identify them.

Automated processes. Assistora uses property and requested-service details to prepare Quotes, and service location, approved services and provider availability to match Job offers. Contact us if information used for your Quote or Booking is wrong or you need assistance; extra work or a changed service price still requires the approval described in sections 5 and 9.

Security and breaches. We take reasonable steps to protect personal information. If a data breach is likely to cause serious harm, we'll notify you and the Office of the Australian Information Commissioner (OAIC) as the law requires.

Access and complaints. You can ask to access or correct your information, or make a privacy complaint, by contacting us (section 21). If you're not satisfied with our response, you can complain to the OAIC.

16 Intellectual property

We own, or are licensed to use, the Service Lead Pro name and logos, and the content, branding and systems on our websites, including bondcleaners.au. You may not copy or use them without our written permission, except as permitted by law.

Uploaded content. You retain ownership of content you upload. You grant us a non-exclusive, royalty-free licence to use it for service administration, quality checks, records, dispute handling and legal obligations, consistently with our Privacy Policy. Property photos are not used for marketing. Other content is used for marketing only with separate express permission.

17 Liability

Your consumer rights come first. Nothing in this section limits a right you have under the ACL, or any other law, that can't be excluded (section 3).

Cleaner responsibility. The Cleaner is responsible for its service quality and loss or damage attributable to its acts, omissions, negligence or misconduct. We do not assume responsibility for those acts merely by coordinating a claim or holding our own insurance. We remain responsible to the extent we caused or contributed to loss or the law otherwise imposes responsibility on us.

Platform responsibility. We must provide our marketplace, quoting, booking, payment handling and support services with due care and skill. We are responsible for loss caused by our breach or negligence, subject to lawful limits below. Where more than one party contributes, responsibility reflects each party’s contribution and applicable law. Cleaner insurance and our own insurance are separate; these Terms do not promise that a policy covers or will pay any particular claim.

Limits. To the extent the law allows:

• we are not liable for indirect or consequential loss, including loss of profit, revenue, opportunity or reputation only to the extent that the loss is indirect or consequential and its exclusion is lawful;
• for services not of a kind ordinarily acquired for personal, domestic or household use, our liability for failing to meet a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again, only where permitted by the ACL and subject to its fair and reasonable requirements;
• otherwise, our total liability in connection with a Booking is limited to the total amount you paid for that Booking, including any service GST and approved variations.

Exceptions. These limits do not apply to your rights under the ACL that cannot be excluded, to amounts we owe you such as refunds, to death or personal injury caused by our negligence, to our fraud or wilful misconduct, or to any other liability that cannot lawfully be limited. The booking-price limit also does not apply to property damage or privacy breaches caused by our own negligence, to the extent caused by that negligence. For those property damage or privacy breach claims, the indirect or consequential loss exclusion continues to apply only to the extent lawful and subject to the exceptions in this paragraph. Each claim still requires proof of liability, causation and legally recoverable loss.

Insurance and statutory remedies. Insurance limits do not set the amount of a party’s legal liability. A party’s entitlement to a statutory remedy does not depend on insurance being available or a claim being accepted.

Our websites and systems. We work to keep our websites and Assistora available and accurate, but we can't promise they'll always be uninterrupted or error-free.

18 Changes to these Terms

Notice of changes. We may update these Terms for changes in law, services, systems or operations. We publish each version with its effective date and tell existing account holders by email or Assistora. Subject to the protections below, each version applies only to new Booking requests you submit on or after its effective date, and you expressly accept it as part of submitting the request (section 1). We make the Terms available for you to read before acceptance.

Provider eligibility. We offer Jobs governed by these Customer Terms Version 3.2 only to Cleaners who have expressly accepted Independent Provider Agreement Version 3.2 and for whom it has taken effect. This applies to first allocations and replacements and does not reduce rights already agreed with you.

Existing transactions stay protected. Changes do not affect a request or Booking for which you already accepted the Quote and applicable Terms. If you accepted a Quote and the applicable Terms before this version applied to you, your resulting request and Booking retain those agreed Terms. A later payment, login or acceptance of updated account terms does not replace them. Assigning a Cleaner, replacing a Cleaner or performing the service after a new version’s effective date does not change the Terms already agreed for that work.

Transition to Version 3.2. We offer Version 3.2 for new Booking requests on the basis of your express agreement. It applies only to requests you choose to submit on or after its effective date and for which you expressly accept this version, subject to the protection for previously accepted Quotes above. We are not using a change-by-notice process to replace the agreed terms of any existing request or Booking. Existing transactions and accrued rights remain under their agreed terms.

Your choice. You may stop using the platform for future transactions or close your account without an account-closure fee. Existing Booking, rectification and lawful payment obligations continue under their agreed terms.

19 General

Events outside anyone’s control. If an event genuinely beyond our or the Cleaner’s reasonable control prevents performance, the affected party is excused from that performance only to the extent and for the period the event prevents it, subject to applicable law. We notify you promptly and take reasonable steps to minimise disruption. This does not excuse a failure to use due care and skill or remove rights to a refund, rescheduling or other remedy under section 10 or the ACL. We do not retain payment for unprovided work merely because such an event occurred.

Severability. If any part of these Terms is invalid or unenforceable, it's severed to the extent needed and the rest continues to apply.

Entire agreement and records. These Terms, the Privacy Policy, accepted Quote and applicable Job snapshot record the agreement for their subject matter. An expressly agreed Quote or variation prevails on service scope and pricing, subject to non-excludable rights. A Cleaner’s later acceptance or a later system record cannot reduce rights already agreed with the Customer. Keep or download the applicable records for reference.

Waiver. If we don't enforce a right straight away, we can still enforce it later.

Transfer. We may transfer our rights and obligations to a buyer of our business only if your rights are not reduced, and we notify you. You need our written consent to transfer your Booking or obligations to someone else. We will not unreasonably withhold or delay consent, taking account of the service scope, payment, access, safety and the Cleaner’s ability to perform the Job. Any change to the date, scope or price remains subject to sections 9 and 10.

Notices. We send notices to the email address or mobile number in your account. Send notices to us at hello@bondcleaners.au

Governing law. Queensland law governs these Terms. The parties submit to the non-exclusive jurisdiction of Queensland courts and tribunals. This does not prevent a party using a court, tribunal or statutory remedy otherwise available under applicable law.

Time and business days. Service dates and times use local time at the property. A business day is Monday to Friday excluding public holidays in Brisbane. Seven-day service reporting periods are calendar periods measured from the relevant completion time. The late-confirmation free-cancellation clock runs daily from 8 am to 7 pm in the property’s local time, including weekends and public holidays; it is not limited to business days or office opening hours.

20 Definitions

21 Contact us

Cost Comparison Pty Ltd (ABN 60 655 338 284), trading as Service Lead Pro, operating bondcleaners.au

• Address: 1/16 McDougall St, Milton QLD 4064
• Email: hello@bondcleaners.au | Phone: 0485 985 772
• Hours: Monday to Friday 8 am – 6 pm, Saturday 9 am – 4 pm (Brisbane time)