Terms & Conditions

These Terms & Conditions apply to all bookings and cleaning services provided by Vanessa Vowles trading as Southern Clean Scene, registered business name Southern Clean Scene.
By booking a service with Southern Clean Scene, you agree to the terms outlined below.
 
1. Business Name: Southern Clean Scene

Legal Entity: Vanessa Vowles, Sole Trader
Trading As: Southern Clean Scene
Service Type: Domestic and small business cleaning services
Service Area: Southern metropolitan Adelaide and surrounding areas, as agreed at the time of booking


2. Services Provided
 
Southern Clean Scene provides cleaning services including, but not limited to:
 

Inspection cleans

General home cleans

Regular cleaning services

Room rescue cleans

Move-out and inspection cleans

Urgent or panic cleans

After-hours cleans

Hourly-rate cleaning

Small business and office cleaning

Gift cleaning services

Other agreed cleaning tasks
 

The exact scope of work will depend on the service booked, the checklist provided, and any agreed inclusions confirmed before the service.
 
Additional tasks requested on the day may not be included unless approved by Southern Clean Scene and may incur additional charges.

 
3. Booking Confirmation
 
A booking is confirmed once Southern Clean Scene has accepted the booking request and confirmed the date, time, service type and estimated cost.
 
Customers must provide accurate information when booking, including:
 

Property address

Contact details

Number of rooms or areas to be cleaned

Special instructions

Access details

Parking information

Pet information

Any known hazards or safety concerns
 

Southern Clean Scene relies on this information when estimating staffing requirements, service duration and pricing.
If the condition of the property or scope of work differs significantly from the information provided at the time of booking, additional charges may apply, or service time may need to be adjusted.


4. Pricing and Payment
 
Pricing will be confirmed before the service begins unless the booking is based on an hourly rate.
Southern Clean Scene does not generally require a deposit.
Customers may choose to:
 

Pay online when booking (where available), or

Pay upon completion of the service.
 

Accepted payment methods include:

Cash

PayID

Bank transfer

Debit card

Credit card

Online payment where available
 

If paying after the service, payment will be collected once the customer has inspected the completed work and confirmed that the agreed cleaning checklist has been completed.
 
Invoices and receipts will be provided upon request or where required.
 
For NDIS plan-managed clients, invoices may be sent directly to the nominated plan manager after the service has been completed.
The participant, nominee, authorised representative or plan manager is responsible for ensuring the service is covered under the participant's NDIS plan before booking.
 
If funding is unavailable, an invoice is rejected, or the service is not claimable under the participant's plan, the participant, nominee or authorised representative remains responsible for payment.


5. Deposits
 
Southern Clean Scene does not usually require a deposit.
 
Customers may either pay in full at the time of booking or pay upon completion of the service.
Southern Clean Scene reserves the right to request partial payment, full payment or pre-authorisation for selected bookings,including:
 

Large projects

Urgent bookings

After-hours services

High-value services

Customers with previous unpaid accounts

6. Cancellations and Rescheduling
 
Southern Clean Scene requires at least 24 hours' notice for cancellations or rescheduling.
More Than 24 Hours' Notice
 
If you cancel more than 24 hours before your appointment:

Any prepaid amount will be fully refunded.

Your booking may be rescheduled at no additional charge.
 

Less Than 24 Hours' Notice
Cancellations or rescheduling requests made within 24 hours of the scheduled service may incur a late cancellation fee.
If payment has already been made, any amount paid above the applicable fee will be refunded. If payment has not yet been made, the fee may be invoiced.
 
Same-Day Cancellations and No-Shows
If a booking is cancelled on the day of service, or Southern Clean Scene is unable to gain access to the property due to:
 

Lockouts

Incorrect address details

Missing access instructions

Unavailable keys

No one being present where required
 

the full booking fee may be charged.
 
Rescheduling
One complimentary reschedule is available where at least 24 hours' notice is provided.
Rescheduling requests made within 24 hours of the scheduled service may be treated as a late cancellation.
Southern Clean Scene understands emergencies can occur and may waive or reduce cancellation fees at its sole discretion.


7. Access to the Property
 
Customers must ensure Southern Clean Scene can safely access the property at the agreed service time.
 
Access may be provided through:

Being present at the property

Key safes

Access codes

Written instructions

Another agreed arrangement
 

Customers are responsible for ensuring access details are accurate and current.
If Southern Clean Scene arrives and cannot access the property, the booking may be treated as a no-show and the full booking fee may be charged.
 
Customers should also ensure safe and lawful parking is available or provide parking instructions prior to the service.


8. Running Late
 
Southern Clean Scene will make every reasonable effort to arrive on time.
 
Arrival times may occasionally be affected by:

Traffic conditions

Weather events

Parking difficulties

Previous appointments requiring additional time

Staff illness

Other unforeseen circumstances
 

If we are running late, we will contact you as soon as possible.
 
If Southern Clean Scene needs to reschedule due to circumstances on our end, customers will not incur cancellation fees and will be offered priority rebooking or a full refund where applicable.


9. Customer Responsibilities
 
Customers are responsible for:

Providing accurate booking details

Ensuring safe access to the property

Advising us of pets, hazards or special requirements

Removing or securing fragile, valuable or sentimental items

Providing a safe working environment

Allowing sufficient space for cleaners to work safely

Advising us of surfaces requiring special care

Inspecting completed work where possible
 

Southern Clean Scene is not responsible for damage to items that are fragile, unstable, improperly secured or already damaged.


10. Pets
 
Southern Clean Scene is happy to work in homes with pets.
 
Customers must advise us if pets are present at the property.
 
Pets should be appropriately secured if they are:

Aggressive

Anxious

Likely to escape

Likely to interfere with the cleaning service
 

Southern Clean Scene staff are not responsible for feeding, supervising or handling pets.
If a pet creates a safety risk, Southern Clean Scene may pause, cancel or reschedule the service and fees may still apply.


11. Safety and Right to Refuse Service
 
Southern Clean Scene is committed to maintaining a safe environment for staff and customers.
 
We reserve the right to refuse, pause or terminate services where conditions are unsafe, including:

Biohazards

Medical waste

Bodily fluids

Hazardous materials

Hoarding conditions

Unsafe clutter

Pest infestations

Aggressive animals

Unsafe electrical hazards

Broken glass

Unsafe access areas

Threatening or abusive behaviour
 

Specialist biohazard, trauma, medical or hazardous waste cleaning is not provided unless specifically agreed in writing.


12. Services Not Included Unless Agreed
 
Unless specifically included in the booking or quote, Southern Clean Scene does not provide:

Inside oven cleaning

Inside refrigerator cleaning

Inside cupboards or drawers

Moving heavy furniture or appliances

Carpet steam cleaning

Exterior window cleaning

Pressure washing

Garden maintenance

Rubbish removal

Mould remediation

Deep grout restoration

Pest-related cleaning

Cleaning bodily fluids or biohazards

Cleaning at unsafe heights

Personal care or support worker duties
 

Additional charges may apply where these services are specifically requested and approved.

 
13. Limits of Cleaning Results
 
Southern Clean Scene uses professional cleaning methods and takes reasonable care when performing services.
 
However, some stains, marks and build-up may not be fully removable, including:

Mineral deposits

Soap scum

Rust stains

Permanent wall marks

Aged grout staining

Long-term grease build-up

Pre-existing odours

Surface discolouration

Wear and tear
 

Southern Clean Scene cannot guarantee removal of damage, staining or deterioration caused by age, neglect or previous conditions.


14. Damage and Liability
 
Southern Clean Scene will take reasonable care while working in your home or workplace.
 
Customers must notify us before the service begins if there are any:

Fragile items

Delicate surfaces

Valuable items

Existing damage

Unstable fixtures
 

Southern Clean Scene is not liable for:

Pre-existing damage

Normal wear and tear

Poorly installed fixtures

Unstable fittings

Fragile items

Damage caused by customer-supplied products

Damage caused by moving items at the customer's request

Items not properly secured before cleaning
 

If accidental damage occurs, it should be reported as soon as possible and preferably within 24 hours of the service.
Where responsibility is established, the matter will be managed in accordance with our insurance policy and claims process.


15. Customer-Supplied Products

Southern Clean Scene supplies its own professional cleaning products and equipment.

Where a customer requests that we use customer-supplied products, Southern Clean Scene accepts no liability for:

• Damage

• Poor cleaning results

• Surface reactions

• Product-related issues
   

arising from the use of customer-supplied products.
 
No discounts apply where customers choose to provide their own products.


16. Satisfaction Guarantee
 
Southern Clean Scene aims to complete all agreed checklist items to a high standard.
 
Customers are encouraged to inspect the service before our team leaves the property.
 
If an agreed checklist item has been missed, we will address it immediately where possible.
 
If an issue is discovered after the service:

The customer must notify Southern Clean Scene within 24 hours.

The issue must relate to an agreed checklist item.

Southern Clean Scene will be given one opportunity to return and re-clean the affected area.
 

Refunds will only be considered where:

The issue relates to an agreed checklist item;

The issue was reported within 24 hours; and

Southern Clean Scene was unable to rectify the issue through a re-clean.
 

Refunds will not be provided for:

Tasks outside the agreed scope of service

Unrealistic expectations

Permanent staining or damage

Areas that were inaccessible or unsafe

Issues not reported within 24 hours
 

Nothing in these Terms & Conditions limits a customer's rights under Australian Consumer Law.


17. Complaints
 
If you are unhappy with any aspect of our service, please contact Southern Clean Scene as soon as possible.
 
Please provide:

Your name

Service date

Property address

Details of the concern

Supporting photographs where applicable
 

We will review the matter and respond within a reasonable timeframe.


18. NDIS Clients
 
Southern Clean Scene may provide cleaning services to NDIS participants where appropriate.
 
Southern Clean Scene does not determine whether a support is reasonable, necessary or claimable under a participant's NDIS plan.
Participants, nominees, authorised representatives and plan managers are responsible for confirming funding eligibility beforebooking.
 
Southern Clean Scene does not provide:

Personal care

Clinical care

Medical services

Disability support work

Specialist support services
 

unless specifically agreed in writing.


19. Photos and Records
 
Southern Clean Scene may take photographs before or after cleaning for:

Quality control

Safety records

Damage reporting

Proof of work

Dispute resolution
 

Photographs will not be used for marketing purposes without the customer's consent.
Customer information will be handled in accordance with our Privacy Policy.


20. Respectful Behaviour
 
Southern Clean Scene expects respectful behaviour from all customers, household members and visitors.
Abusive, threatening, discriminatory, intimidating or inappropriate behaviour will not be tolerated.
 
Southern Clean Scene reserves the right to stop work immediately if staff safety or wellbeing is compromised, and fees may still apply.


21. Changes to Bookings
 
Changes to booking dates, times, service types, room numbers or requested tasks must be approved by Southern Clean Scene.
Changes requested on the day of service may not be possible and may incur additional charges.


22. Changes to These Terms
 
Southern Clean Scene may update these Terms & Conditions from time to time.
The version in effect at the time of booking will apply unless otherwise agreed in writing.


23. Acceptance
 
By booking a service with Southern Clean Scene, you confirm that you have read, understood and agreed to these Terms & Conditions.
 
Business: Vanessa Vowles trading as Southern Clean Scene
Registered Business Name: Southern Clean Scene