Guarantee conditions
Dash Cleaning stands behind every bond clean. If your property manager or landlord raises reasonable cleaning concerns, we’ll return once within 72 hours of your original service to re-clean the specific areas free of charge, subject to the conditions below.
1. Before your clean - what we need from you
To activate the 72-hour guarantee, the following must be completed before your clean is confirmed:
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You must provide your property manager's or landlord's specific bond cleaning checklist (if one exists) before your booking is confirmed. If no checklist is provided, Dash Cleaning will clean to our standard bond checklist and the guarantee covers only that scope.
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You must disclose any known pre-existing conditions at the property, including permanent staining, damage, mould, grout degradation or surface wear - that may affect cleaning outcomes. Failure to disclose known issues before the clean voids the guarantee for those specific items.
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All personal belongings, rubbish and furniture must be removed before we arrive. Areas that are inaccessible or blocked on the day of the clean are excluded from the guarantee.
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Utilities (electricity, hot water) must be connected and working for the full duration of the clean.
2. What the guarantee covers
The guarantee applies to our end-of-lease/bond clean at residential properties within our service area, provided all pre-clean obligations above were met.
Coverage is limited strictly to the cleaning items listed in your confirmed written quote and our standard bond clean checklist. If your agent's specific checklist was not provided to us before your booking was confirmed, coverage applies to our standard checklist only - not to any additional agent requirements raised after the fact.
Add-ons (carpet steam cleaning, wall washing, blinds, pest control, mould remediation) are covered only if they were included in your written quote and completed by Dash Cleaning as part of the same booking.
3. Time frame and how to request
You or your agent must notify us within 72 hours of the job completion time shown on your invoice. All requests must be submitted in writing to contact@dashcleaning.com.au. Phone or text message requests do not constitute a formal guarantee claim and will not be actioned without written follow-up.
Your written request must include either the agent's or landlord's exit report or email listing the specific concerns, or clear date-stamped photos showing the areas in question.
Re-cleans are performed Monday to Saturday during business hours at the next available time. Public holidays may extend this window.
4. Eligibility requirements
To keep results consistent between our clean and the agent’s inspection, the following must be met:
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The property remains vacant and unused after our clean and until the re-clean (no moving back in, no new trades, no new spills/dust).
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Electricity and water are connected for both the clean and the re-clean.
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Full access is provided (keys, parking, lift/fob access).
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No third-party cleaning occurs between our clean and the re-clean.
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All rubbish and personal items are removed before we arrive; any items left may limit what we can do.
5. What’s not covered (exclusions)
The guarantee does not apply to:
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Cleaning requirements specified in an agent's checklist that was not provided to Dash Cleaning before the booking was confirmed. If your agent's checklist is shared after the clean has been completed, any items on that list not already included in your written quote fall outside the guarantee scope.
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Pre-existing conditions that were known to you at the time of booking but not disclosed before the clean - including permanent staining, surface damage, mould, grout degradation, hard-water build-up or general wear that cannot be resolved through standard cleaning.
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Items verbally requested on the day of the clean that were not included in your confirmed written quote.
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Re-clean requests submitted by phone or text only, without a written email submitted to contact@dashcleaning.com.au within the 72-hour window.
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Items outside our quoted scope or not on our standard bond clean checklist; items requiring specialist trades (e.g. silicone replacement, grout re-grouting, paint or plaster touch-ups).
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Fair wear and tear, permanent marks or damage including burns, scratches, etching, hard-water staining, corrosion, oven enamel degradation or aged silicone and mould staining that cannot be removed through cleaning.
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Outdoor or common areas not listed in your quote; external windows at unsafe heights without prior arrangement.
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Pest issues, odours and mould beyond normal cleaning (e.g. resulting from active leaks or ventilation problems).
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Carpet stains that do not respond to standard hot-water extraction, or carpets not included in the booking.
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Requests that are preference-based (e.g. "clean it again" with no specific defect raised by your agent) or unrelated to cleaning (maintenance, repairs or cosmetic issues).
6. What the re-clean includes
One complimentary revisit addressing the specific items listed by your agent or landlord, within the scope of your original quote.
If additional items are raised on the day, we will assess them on site. Items within the original scope will be included. Items outside the original scope will be quoted separately before any additional work proceeds.
If the property was accessed, used or altered after our clean - including by trades, new occupants or the client - we may at our discretion void the guarantee or quote for a paid revisit.
7. Your responsibilities
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Obtain and forward your agent's bond cleaning checklist to us before your booking is confirmed. If your agent provides a checklist after the clean has been completed, items on that checklist not already covered by your quote are outside the guarantee scope.
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Disclose any known pre-existing conditions at the property, including staining, damage, mould, surface degradation or wear - before your booking is confirmed. Failure to disclose known issues upfront voids the guarantee for those specific items.
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If the scope of your property changes between quote and clean date (e.g. additional rooms, a garage not previously mentioned, a second oven), notify us in advance so we can update your quote. Scope changes not confirmed in writing before the clean are not covered by the guarantee.
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Share the agent's report or photos promptly once received and book the re-clean window we offer.
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Ensure keys and full access are ready on the re-clean date. Missed appointments or locked-out visits may incur a call-out fee.
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If your agent requires a specific time for the re-clean, provide at least 24 hours notice so we can schedule accordingly.
8. Limitations & liability
The guarantee is a re-clean obligation, not a refund. We cannot guarantee bond outcomes affected by damage, fair wear and tear, undisclosed pre-existing conditions or agent expectations beyond reasonable cleanliness standards.
Our liability for any claims related to the service is capped at the value of the original clean.
We reserve the right to decline a re-clean where the request is abusive, fraudulent, outside our scope or unrelated to our service. We have zero tolerance for aggression toward our staff.
9. Cancellations, reschedules & no-shows (re-cleans)
If you cancel or refuse the offered re-clean appointment within the 72-hour window, the guarantee is considered fulfilled.
If we cannot gain access at the agreed time, a call-out fee may apply and the guarantee may be voided.
10. Evidence & photos
Our team takes date-stamped photos of completed areas for quality control and to support any re-clean requests.
By booking, you consent to reasonable photo documentation of cleaned areas. No personal data is captured.
11. Acceptance
By booking a bond clean with Dash Cleaning, you confirm that you have read and agree to these 72-hour re-clean guarantee conditions, including all eligibility requirements, exclusions and your responsibilities as outlined above. You also agree to our general terms and the inclusions and exclusions checklist provided with your quote.