14-Day Bond Cleaning Re-Clean Warranty
Two Mates Cleaning Pty Ltd · ABN 62 694 980 973 · Perth, Western Australia
Two Mates Cleaning provides a 14-Day Re-Clean Warranty with eligible Bond Cleaning, Vacate Cleaning and End of Lease Cleaning Services.
Our warranty is straightforward:
If an item was included in your booked Bond Cleaning scope, should reasonably have been cleaned as part of that Service, and was missed or requires further cleaning, notify us within 14 calendar days and we will assess the issue.
Where the issue is covered by this Warranty, Two Mates Cleaning will return and re-clean the eligible affected area without an additional cleaning labour charge.
What Our 14-Day Warranty Is
The 14-Day Re-Clean Warranty covers eligible cleaning omissions or cleaning issues relating to work actually booked with Two Mates Cleaning.
It is designed to give customers confidence that if something within our agreed cleaning scope was genuinely missed, they can contact us rather than having to immediately arrange another cleaner.
What Our Warranty Is Not
Our 14-Day Re-Clean Warranty is not:
- an unconditional guarantee that 100% of your rental bond will be returned;
- a guarantee against property damage claims;
- a guarantee against rent or utility claims;
- a maintenance warranty;
- a restoration warranty;
- a guarantee that every permanent stain can be removed; or
- an agreement to perform additional services that were never booked.
The Warranty applies to eligible cleaning work performed by Two Mates Cleaning.
When the 14 Days Start
The Warranty period starts on the date the original Bond Cleaning Service is completed.
You must notify us of an eligible warranty issue within 14 calendar days.
Example
Bond Clean completed 1 September. Warranty notification period runs through 15 September.
The 14-day period relates to our additional voluntary Warranty.
It does not limit statutory rights that may exist beyond this period under Australian Consumer Law.
What Is Covered
A Cleaning Issue may be covered where all of the following apply:
- the item was included in your booked Service;
- the item falls within our applicable Bond Cleaning Checklist or accepted quote;
- the area was reasonably accessible during the original clean;
- the issue relates to cleaning rather than damage, maintenance or deterioration;
- the problem was not caused after our cleaners left;
- the issue is reasonably capable of being improved through further cleaning;
- the issue is reported within the Warranty period; and
- Two Mates Cleaning is given a reasonable opportunity to inspect or re-clean the affected area.
Examples of Issues the Warranty May Cover
Subject to the full Terms, examples can include:
- an included cupboard accidentally missed;
- dust remaining on an included skirting board;
- an included window sill or track requiring further cleaning;
- an included surface that was not properly wiped;
- an area of the bathroom included in the scope requiring further cleaning;
- part of the kitchen included in the scope requiring further attention; or
- another genuine cleaning omission within the agreed Bond Cleaning Service.
Only Services You Booked Are Covered
The Warranty only applies to the services purchased from Two Mates Cleaning.
For example: if you booked Bond Cleaning but did not book carpet steam cleaning, a Property Manager's request to steam clean the carpets is not covered by the Bond Cleaning Warranty.
The same principle applies to optional or separately quoted services such as:
- carpet cleaning;
- rubbish removal;
- external window cleaning;
- extensive wall washing;
- pest treatment;
- mould remediation;
- specialist stain removal; and
- other additional services.
Bond Cleaning Checklist
The areas normally covered by our standard Bond Cleaning Service are explained on our dedicated Checklist page.
View our Bond Cleaning Checklist.
Your individual quote and booking confirmation should also be reviewed because inclusions and exclusions can vary according to the Property.
How to Make a Warranty Claim
Contact Two Mates Cleaning within the 14-day period and provide:
- your name;
- Property address;
- original cleaning date;
- booking or invoice number where available;
- description of the issue;
- clear photographs where reasonably available; and
- Property Manager feedback or inspection report where applicable.
The more clearly the issue is documented, the faster we can normally assess it.
Photographic Evidence
Please provide clear photographs of any alleged cleaning issue wherever reasonably available.
Photographs should show:
- what the issue is;
- where it is located; and
- sufficient detail for us to assess whether it relates to the original Service.
We may compare these photographs against our own cleaning records and before-and-after photographs.
Where photographs are not reasonably available, we may consider other evidence or request access to inspect the Property.
Property Manager Cleaning Reports
If the Property Manager identifies a cleaning issue, please send us their feedback.
This may include:
- an email;
- cleaning list;
- exit inspection report;
- final Property Condition Report;
- photographs; or
- other written feedback.
We will assess whether each item:
- was included in the booked Service;
- relates to cleaning;
- is reasonably capable of being rectified through cleaning; and
- otherwise meets the Warranty conditions.
A Property Manager requesting an item does not automatically mean it falls within our booked cleaning scope.
The Re-Clean
Where we accept an eligible Warranty claim, we will arrange to return to the Property and re-clean the approved affected areas.
There is no additional cleaning labour charge for the eligible re-clean.
The re-clean is limited to the cleaning issues accepted under the Warranty.
It is not a second full Bond Clean unless the nature of the original service failure reasonably requires that level of rectification.
Access for Re-Cleaning
The Customer must provide reasonable access to the Property.
Access may be arranged through:
- the Customer;
- Property Manager;
- landlord;
- lockbox;
- keys; or
- another agreed arrangement.
We will work with you to arrange a suitable re-clean appointment, subject to reasonable access and scheduling availability.
Warranty Exclusions
Our additional 14-Day Re-Clean Warranty does not cover a condition to the extent it relates to:
- services that were not booked;
- exclusions stated in your quote;
- inaccessible areas;
- specialist services;
- permanent stains;
- wear and tear;
- maintenance;
- damaged surfaces;
- deteriorated silicone;
- mould embedded in silicone or materials;
- repairs;
- painting;
- restoration;
- unsafe areas;
- areas blocked during the original clean;
- heavy additional cleaning identified but declined;
- contamination occurring after our Service; or
- circumstances otherwise excluded by our Bond Cleaning Terms.
Silicone
Silicone may remain stained even after appropriate cleaning.
Black or discoloured silicone can sometimes indicate staining or mould penetration within deteriorated material rather than removable surface dirt.
Where cleaning cannot reasonably remove the condition, the appropriate remedy may be replacement or re-siliconing.
Replacement of silicone is not part of standard Bond Cleaning and is therefore not covered by the Re-Clean Warranty unless specifically agreed otherwise.
Specialist Work
The Warranty does not turn specialist work into standard Bond Cleaning.
Examples can include:
- extensive mould remediation;
- high-access work;
- specialist stain treatment;
- restoration;
- pressure cleaning;
- biohazard cleaning;
- damaged surface treatment;
- silicone replacement;
- repair work; or
- another task requiring specialist equipment or expertise outside the Service booked.
Heavily Soiled Properties
If the Property is materially more heavily soiled than described at booking, we may identify additional cleaning requirements.
Where additional work or time is required, we will endeavour to advise the Customer.
If additional cleaning is offered and declined, those declined areas or tasks are not covered by this voluntary Warranty.
However, work we actually agree to perform remains subject to the standards applicable to that Service.
Walls
The Warranty only covers the wall-cleaning level included in your specific booking.
If your booking includes only limited wall cleaning, the Warranty does not extend that inclusion to complete wall washing.
Extensively dirty, marked or stained walls may require: full wall washing; specialist stain treatment; or repainting.
Those services must be booked or agreed separately where required.
Permanent Staining and Wear
Our Warranty covers cleaning.
It cannot guarantee restoration of:
- permanent stains;
- burns;
- scratches;
- damaged paint;
- rust;
- corrosion;
- worn carpet;
- faded flooring;
- deteriorated grout;
- damaged silicone;
- etched glass;
- damaged fixtures; or
- ordinary wear and tear.
These conditions are not considered missed cleaning merely because they remain visible.
Property Must Remain Reasonably Protected After Cleaning
After our cleaners finish, new contamination may occur.
The Warranty does not cover issues caused afterwards by:
- occupants;
- visitors;
- pets;
- removalists;
- trades;
- Property Managers;
- maintenance work;
- open windows;
- wind;
- rain;
- insects; or
- another event outside our control.
Importantly, merely entering the Property does not automatically void the entire Warranty.
We only exclude an issue to the extent the later activity actually caused or contributed to it.
Other Contractors After the Clean
Where painters, repairers, removalists or other contractors work in the Property after our clean, their work may produce new:
- dust;
- debris;
- marks;
- footprints; or
- residue.
Such newly created contamination is not considered a cleaning omission by Two Mates Cleaning.
Opportunity to Rectify
If an issue is reasonably capable of being corrected, please give Two Mates Cleaning a reasonable opportunity to:
- review the complaint;
- inspect the area where necessary; and
- re-clean the eligible work.
This allows us to stand behind our Service and investigate what occurred.
Using Another Cleaner
If another cleaner is engaged before Two Mates Cleaning is given a reasonable opportunity to inspect or rectify an eligible minor issue, reimbursement of that cleaner's costs is not automatic.
Nothing in this condition limits rights available under Australian Consumer Law where a consumer is legally entitled to another remedy.
Does the Warranty Mean My Bond Is Guaranteed?
No.
The 14-Day Re-Clean Warranty guarantees eligible cleaning rectification under these Terms.
It does not guarantee the final decision regarding your rental bond.
Bond deductions may involve matters outside our control, such as:
- property damage;
- rent;
- utilities;
- gardening;
- missing keys;
- rubbish;
- pest matters;
- maintenance; or
- other tenancy obligations.
We therefore recommend describing our promise as a:
14-Day Bond Cleaning Re-Clean Warranty
rather than an unconditional "100% Bond Back Guarantee".
Refunds
The Re-Clean Warranty and Refund Policy are related but different.
Where a minor eligible cleaning issue exists, we generally seek to rectify it first through the Re-Clean Warranty.
Where a refund or price reduction is requested because a customer considers the overall Service to have been substandard, the claim will be assessed under our Refund Policy and Australian Consumer Law.
Read our Refund Policy.
Australian Consumer Law
Our 14-Day Re-Clean Warranty is an additional promise provided by Two Mates Cleaning.
Consumer guarantees under Australian Consumer Law apply independently of this Warranty and cannot be excluded simply because the 14-day Warranty period has expired.
Contact Us About a Re-Clean
Phone: (08) 6275 2020
Email: contact@twomatescleaning.com.au
Address: 7 Sanderson St, Embleton WA 6062
When contacting us, please include the Property address and original Service date.
Related Bond Cleaning Information
Questions about a re-clean? Contact us or read more about Two Mates Cleaning.