The Prestige Cleaning People Pty Ltd (ACN 729 470 699) | ABN: 12 729 470 699
1879 Beechmont Road, Beechmont QLD 4211 | info@thepcp.com.au | www.theprestigecleaningpeople.com.au
Effective: 1 March 2026 | Version 2.0 | PCP-WEB-CSA-002v1
The Prestige Cleaning People provides professional cleaning services across the Gold Coast and Tweed Coast. Our services span four client groups, each governed by a dedicated Client Services Agreement:
These general Terms of Service govern all services we provide. Where a service-specific Client Services Agreement has been signed as part of your onboarding, it takes precedence over these general terms in the event of any inconsistency. Where no service-specific agreement has been signed, these terms apply in full.
Depending on your service type, you may also be asked to sign an Access and Entry Conditions document and/or an Image Release Agreement as part of your onboarding package.
1.1 The Prestige Cleaning People Pty Ltd (“we”, “us”, “our”) provides professional cleaning services. These Terms of Service (“Agreement”) govern the supply of all services to you, the client (“you”, “your”).
1.2 This Agreement, together with any attached Quote, Scope of Work, or Service Confirmation, constitutes the entire agreement between the parties.
1.3 By engaging our services, making a payment, or providing us with access to your property, you acknowledge that you have read, understood, and agree to be bound by these terms.
1.4 Order of Precedence: In the event of any inconsistency between documents: (1) any signed service-specific Client Services Agreement, (2) any attached Schedules, (3) the Quote or Scope of Work, and (4) these general Terms of Service.
This Agreement is between The Prestige Cleaning People Pty Ltd (ACN 729 470 699) and the person or entity engaging our cleaning services.
3.1 We provide the cleaning services specified in your written Quote, Scope of Work, or Service Confirmation. Services are limited to the inclusions explicitly stated in those documents.
3.2 Any variation to the agreed scope requires a signed Variation Form before work commences. Verbal authorisations are not binding.
3.3 Excluded Services: Our services expressly exclude biohazard cleaning, mould remediation, pest control, cleaning exterior windows above ground floor level, moving heavy furniture over 20kg, repairing pre-existing damage, hazardous materials handling, and any task or area not explicitly included in the written Quote or Scope of Work.
3.4 Authority to Engage: You confirm that you are the owner of the property or hold full written authority to engage us for services at the property. Where you are engaging us as an agent, property manager, facility manager, architect, or other representative on behalf of a third-party owner, you confirm you hold written authority from that owner to engage our services and bind them to these terms. You accept personal liability for all fees if that authority is not held.
4.1 Quotes are estimates valid for thirty (30) days from the date of issue. We reserve the right to revise the price if actual site conditions differ materially. Expired quotes require written reconfirmation and we reserve the right to reprice.
4.2 Any variation to the agreed scope requires a signed Variation Form before work commences. Verbal authorisations are not binding.
5.1 Unless otherwise agreed in writing, payment is due seventy-two (72) hours prior to the commencement of the scheduled service. If payment is not received, we reserve the right not to attend and the booking will be deemed unconfirmed.
5.2 We accept Bank Transfer / Direct Deposit, Credit Card (via Stripe, Apple Pay, or Google Pay), and other methods agreed in writing. All payments must be made in Australian Dollars (AUD).
5.3 If payment is not received by the required timeframe, we may cancel or suspend the service, apply late fees or interest at 2% per month, and/or recover the debt through a collection agency at your cost.
5.4 For recurring services, we may require a valid credit card or direct debit authorisation to be held on file for automatic payment processing upon completion of each service. Failed payments must be resolved within forty-eight (48) hours of notification or services may be suspended.
5.5 Two or more consecutive failed payments may result in a requirement to pay in advance for all future services, or termination of the ongoing agreement at our discretion.
5.6 We assert a lien over any client property in our possession until all outstanding fees are paid in full.
6.1 Cancellations with more than seventy-two (72) hours notice receive a full refund. Cancellations within forty-eight (48) to seventy-two (72) hours incur a 50% fee. Cancellations within twenty-four (24) to forty-eight (48) hours incur the full quoted fee. Cancellations with less than twenty-four (24) hours notice incur the full quoted fee with no refund.
6.2 If our team cannot access the property due to your actions or omissions, you will be charged the full quoted service fee. Our team will wait a maximum of fifteen (15) minutes before departing. This includes failure to provide access credentials, failure to register our team with building management, inadequate parking, unsecured pets, unsafe conditions not previously disclosed, guest non-departure for AirBnB properties, site not at required construction readiness, or utilities unavailable at construction sites.
6.3 We reserve the right to cancel or refuse service immediately for safety concerns, hostile behaviour towards staff, unsanitary conditions, illegal activities on premises, failure to secure pets, or material misrepresentation of conditions.
6.4 We may cancel or reschedule services due to extreme weather or other circumstances beyond our reasonable control without penalty. We will reschedule at the earliest available opportunity at no additional cost.
7.1 Provide a safe, unobstructed work environment with adequate lighting, electricity, and running water; secure all pets; remove or secure fragile or valuable items; and disclose any hazards, defects, or conditions that may affect the work.
7.2 For commercial, strata, and managed building engagements: ensure building management registration, security induction, lift and freight bookings, and any other access requirements are completed before our first attendance.
7.3 For AirBnB and short-stay properties: coordinate guest departure before turnover cleans and notify guests of our attendance for mid-stay and long-stay services.
7.4 For post-construction and renovation sites: ensure the site is at the required stage of readiness, that water and power are available, that all WHS and PPE requirements have been disclosed, and that site safety certifications are current.
7.5 Not solicit or hire our employees or subcontractors for twelve (12) months following completion of services.
7.6 Photographic Documentation: You acknowledge that our team may capture photographic and/or video documentation during services for quality assurance purposes in accordance with our Make Right Policy (Clause 10). Use of such content for external purposes is governed by the applicable Image Release Agreement.
8.1 We comply with all applicable Work Health and Safety legislation and reserve the right to refuse or cease work immediately, without liability, if conditions are deemed unsafe.
9.1 We hold current Public Liability Insurance.
9.2 Our total liability to you is limited to the total fee paid for the service in question. We are not liable for any consequential, indirect, or incidental damages.
9.3 We accept responsibility for damage caused directly by our team. You must notify us in writing within forty-eight (48) hours of service completion. Our liability is limited to the cost of repair or replacement up to the total value of the service.
10.1 We warrant that our services will be provided with due care and skill. If you are dissatisfied, notify us within forty-eight (48) hours and we will address the specific concerns in accordance with our Make Right Policy (Clause 11).
10.2 Residential Satisfaction Guarantee: If you are dissatisfied with the standard of any residential clean through fault of our team, notify us within forty-eight (48) hours and we will return to address the specific concerns at no additional cost.
10.3 5-Star Guest-Ready Guarantee (AirBnB): If a turnover clean or end-of-stay clean does not meet the agreed 5-star guest-ready standard through fault of our team, notify us within four (4) hours of your guest’s scheduled arrival and we will return to address the specific concerns at no additional cost, subject to team availability.
10.4 Commercial Satisfaction Guarantee: If you are dissatisfied with the standard of any commercial clean through fault of our team, notify us within forty-eight (48) hours and we will return to address the specific concerns at no additional cost.
10.5 Builder’s Inspection Guarantee (Post-Construction): Where a builder’s final inspection fails solely due to our cleaning standards, we will return to re-clean the affected areas at no additional cost, provided you notify us within forty-eight (48) hours and provide written evidence of the specific cleaning-related failures. This guarantee applies to Stage 3 Final Polish and Inspection Ready cleans only.
10.6 Australian Consumer Law Rights: These guarantees are in addition to, and do not limit, your rights under the Australian Consumer Law (ACL), which includes statutory guarantees that services will be provided with due care and skill and will be fit for any specified purpose.
10.7 Remedies for Major Failure: If there is a major failure in the provision of our services, you may: (a) terminate the service contract and obtain a refund for the unsatisfactory services; or (b) keep the contract in place and seek compensation for the reduced value of the services.
10.8 Remedies for Minor Failure: If the failure is minor, we will rectify the issue within a reasonable time at no additional cost to you, as outlined in our Make Right Policy (Clause 11).
10.9 Guarantee Limitations: These guarantees do not apply to: (a) pre-existing conditions or damage; (b) issues arising from the client’s failure to meet their obligations; (c) normal wear and tear; or (d) conditions disclosed and accepted prior to service commencement.
11.1 If you are dissatisfied with the quality of our cleaning services, you must notify us in writing within forty-eight (48) hours of service completion along with photographic and/or video documentation. Failure to notify us within this timeframe will result in the issue being deemed accepted by the client.
11.2 Upon receiving your notice, we will review the issue and, if applicable, schedule a Make Right clean to address the specific concerns raised within seventy-two (72) hours of receiving the notice.
11.3 We will only proceed with the Make Right clean if the concerns are substantiated by the evidence provided and align with the service delivered. If the evidence is insufficient or unclear, we may decline the Make Right request.
12.1 In the event of a dispute, both parties agree to first attempt resolution through good-faith negotiation, then mediation before pursuing any legal action. Mediation costs will be shared equally. The parties submit to the jurisdiction of the courts of the State or Territory in which the property is located.
13.1 Neither party will be liable for failure to perform its obligations if such failure is caused by events beyond its reasonable control, including but not limited to acts of God, war, fire, flood, pandemics, strikes, or government actions. Both parties agree to work together to complete the service within a reasonable timeframe where possible.
14.1 We reserve the right to engage subcontractors to perform part or all of the services under this Agreement. We remain fully responsible for the standard of their work. No contractual relationship is created between you and any subcontractor.
15.1 Both parties agree to keep confidential any proprietary or sensitive information disclosed during the course of providing services, including business, financial, or technical information. Confidentiality obligations remain in place after the termination of this Agreement.
16.1 For post-construction and remediation engagements, you accept responsibility for ensuring the site is safe and certified clear for our team before each attendance. We will not attend sites where hazardous materials, unresolved safety risks, or undisclosed contamination may be present.
16.2 If our team discovers unsafe or hazardous conditions not disclosed in advance, they will immediately vacate the site. The full quoted service fee applies as an access failure and any costs of health monitoring or decontamination required as a result will be recoverable from you.
17.1 Termination for Breach: Either party may terminate this Agreement by providing written notice if the other party breaches any material term and fails to remedy that breach within thirty (30) days of receiving written notice.
17.2 Client-Initiated Termination: You may terminate this Agreement at any time by providing written notice to info@thepcp.com.au. Notice periods vary by client type: residential and AirBnB clients are subject to a minimum of fourteen (14) days notice; commercial clients are subject to a minimum of thirty (30) days notice; post-construction clients are subject to a minimum of fourteen (14) days notice and the project-specific exit provisions in Clause 17.3. Prepaid amounts for unrendered services where no mobilisation costs have been incurred will be refunded in full within seven (7) business days.
17.3 Post-Construction Project Exit: Where this Agreement relates to a specific post-construction project and the client terminates prior to completion of all agreed stages: all fees for stages already delivered are immediately due; reasonable mobilisation costs for committed but uncommenced stages are recoverable at cost; partially completed stages are valued pro-rata in good faith; prepaid amounts for uncommenced stages with no mobilisation costs incurred will be refunded in full.
17.4 Immediate Termination by Us: We may terminate this Agreement immediately, without notice or liability, where the client fails to meet payment obligations, creates an unsafe or hostile environment for our staff, engages in conduct described under Clause 6.3, or provides materially false or misleading information.
17.5 Outstanding Fees on Termination: Upon termination for any reason, all fees for services already delivered become immediately due and payable. Termination does not extinguish any accrued rights or obligations of either party.
17.6 AirBnB Confirmed Booking Protection: Where an AirBnB or short-stay host terminates this Agreement and a confirmed guest service falls within the notice window, we will honour that service at the agreed rate. The Agreement will terminate upon completion of that final confirmed service.
17.7 Commercial Non-Cancellable Commitments: Where we have made scheduling, staffing, or building management commitments in direct reliance on an ongoing commercial agreement, and the client terminates under Clause 17.2, we reserve the right to recover reasonable costs directly attributable to those non-cancellable commitments made within the notice period, supported by documentation.
18.1 You agree not to directly hire or attempt to hire any employee or subcontractor of The Prestige Cleaning People Pty Ltd for a period of twelve (12) months following the completion of services under this Agreement. Breach of this obligation entitles us to seek damages equivalent to the reasonable cost of recruiting and training a replacement.
19.1 All intellectual property created during the course of services remains the property of The Prestige Cleaning People Pty Ltd unless otherwise agreed in writing. Upon full payment for services, the client may be granted a licence to use any deliverables for the specified purpose. No transfer of ownership will occur unless explicitly stated in writing.
You agree to indemnify and hold harmless The Prestige Cleaning People Pty Ltd, its employees, agents, and subcontractors from any claim, loss, or damage arising from your negligence or failure to comply with the terms of this Agreement, including but not limited to property damage or personal injury caused by your actions or omissions.
21.1 Governing Law: This Agreement is governed by the laws of the State or Territory in which the property subject to the Services is located.
21.2 Severability: If any clause is void or unenforceable, it may be severed without affecting the remainder of the Agreement.
21.3 Entire Agreement: This document, together with any signed service-specific agreement, companion documents, and applicable Schedules, constitutes the entire agreement between the parties and supersedes all prior discussions, representations, and agreements.
21.4 Assignment: We may assign or subcontract our rights and obligations. You may not assign your rights or obligations without our prior written consent.
21.5 Notices: Any formal notice under this Agreement must be in writing and delivered via email to info@thepcp.com.au and to your last known email address.
21.6 Costs: Each party bears its own costs in relation to the preparation of this Agreement. You will be liable for all our legal costs on a solicitor-client basis incurred in enforcing this Agreement or in connection with any breach by you.
21.7 No Waiver: A failure to enforce a right under this Agreement does not constitute a waiver of that right or any other right.
21.8 Privacy: The collection and handling of your personal information is governed by our Privacy Policy, available at www.theprestigecleaningpeople.com.au. By engaging our services, you consent to the collection and use of your personal information in accordance with that policy.
Last Updated: March 2026
The Prestige Cleaning People Pty Ltd | ABN: 12 729 470 699 | info@thepcp.com.au | www.theprestigecleaningpeople.com.au
