1. About these terms
These Terms of Service govern your use of The Crisp Method (TCM) cleaning services. By booking a service with us, you agree to be bound by these terms. If you have any questions, please contact us before booking.
The Crisp Method operates on the Gold Coast, Queensland, Australia, providing residential, commercial, NDIS, and specialist cleaning services.
2. Booking Accuracy & Property Condition
All services, pricing, time allocations, and service guarantees are strictly based on the information provided at the time of booking and the condition of the property as disclosed by the client. The client is responsible for honestly and accurately disclosing the property's condition, including clutter, debris, pet hair, heavy build-up, unlisted appliances, or other factors affecting cleaning time.
The estimate provided is based solely on this client-provided information. It is the client's responsibility to confirm the accuracy of the estimate and the scope of work upon booking confirmation. If the property condition differs substantially from what was disclosed — including excessive dirt, inaccessible or cluttered areas, unlisted rooms or appliances, or post-construction debris — TCM reserves the right to adjust pricing, reclassify the service, charge for additional time required, or decline to proceed.
Variations arising from inaccurate or incomplete information are the client's responsibility and do not entitle the client to an automatic discount or refund.
The client is responsible for clearly advising TCM of any specific requirements and confirming the final scope of work (including rooms and add-ons). Services are deemed complete according to the agreed scope; time durations on the premises are approximations only.
3. Property Requirements
Utilities: Hot running water, electricity, and adequate lighting must be available at the property. Air-conditioning may be used by staff to ensure safe working conditions. If conditions are unsafe or utilities are unavailable, TCM may suspend or terminate the service. Cleaning will be rescheduled once safe conditions are met.
Surface & Floor Access: All surfaces and floors must be reasonably clear and accessible. Excessive clutter, personal items, or large obstacles may render areas inaccessible. Inaccessible areas will be noted, and cleaning will only occur on exposed, reachable areas. Price deductions do not apply for areas skipped due to a lack of client preparation.
Safety: TCM reserves the right to decline cleaning any area deemed unsafe, unhygienic, or excessively cluttered. Cleaning will continue in other accessible areas.
4. Health & Safety
Staff cannot clean or come into contact with human or animal bodily fluids (faeces, urine, vomit) due to biohazard health risks. TCM reserves the right to refuse service or entry to properties that pose any immediate health or safety risk.
5. Booking Duration
Clients are responsible for booking sufficient time for the clean. If less time is booked than recommended by TCM, the clean may be left incomplete. TCM is not liable for incomplete cleans where the client has capped the booking duration against TCM's advice.
6. Payment Terms, Deposits & Credit Card Holds
Payments: Invoices are due on the day of service.
Deposits & Card Holds: To secure a booking, TCM requires a valid credit card to be held on file or a non-refundable deposit paid upfront. By confirming a booking, the client authorises TCM to charge the card on file for the final invoice amount, or any applicable cancellation or no-show fees outlined in Section 9.
Late Fees: Overdue invoices will incur a fixed administrative fee of $15.00 if unpaid after 7 days, plus a late payment interest rate of 10% per annum, calculated daily on the remaining balance until the invoice is paid in full.
NDIS clients: Where we have agreed to invoice your plan manager or support coordinator directly, payment terms will be as set out in your service agreement. Self-managed NDIS clients are subject to standard payment terms.
7. Access to Your Property
You are responsible for ensuring our team can access your property at the agreed time. This may include providing a key, code, or other access method. All access details are kept strictly confidential and used only for the purpose of completing your clean.
Incorrect, unclear, or missing access instructions that cause on-site delays may result in reduced cleaning time, additional charges, or waiting time being deducted directly from the booked cleaning duration.
Once the service is complete and staff have left the premises, TCM is no longer responsible for the physical security of the property. The client is solely responsible for ensuring the property is locked and secured.
8. Short-Notice Bookings
A $50 surcharge applies to all bookings requested and confirmed less than 24 hours before the service start time.
9. Cancellation, Reschedule & No-Show Policy
Cancellations: 48+ hours' notice — No fee applies. Less than 48 hours' notice — 100% of the total invoice applies, charged to the card on file or deducted from any deposit held.
Reschedules: Client-initiated with 24+ hours' notice — No fee applies. Client-initiated with less than 24 hours' notice — A fee of 25% of the total invoice may apply. Company-initiated — No charge; an alternative date will be offered.
No-Shows: Client no-show — 100% of the total invoice applies, and rescheduling fees may apply. Company no-show — No charge; the service will be rescheduled at the earliest convenience.
10. Complaints & Service Rectification
In accordance with Australian Consumer Law guarantees, if a client is dissatisfied with the standard of service, they must lodge a formal complaint via email to info@thecrispmethod.com.au with accompanying photo evidence within 24 hours of service completion.
If TCM accepts that an area within the agreed scope was not cleaned to a professional standard, TCM will return to rectify the specific area at no additional charge. Clients must provide access for rectification within 48 hours of the scheduled callback.
No refunds or discounts will be issued without allowing TCM a reasonable opportunity to inspect and rectify the work.
11. Bond Return Responsibility
TCM does not guarantee the return of rental bonds, as final bond decisions are made solely by the property manager, real estate agency, or the Residential Tenancies Authority (RTA).
Clients must communicate all specific real estate cleaning checklists to TCM before the clean commences. Misrepresentation of the property may result in additional charges or rescheduling. Cleaning services do not include maintenance repairs, restoration, or rectification of permanent wear and tear or damage.
12. Photos for Quality Assurance
Staff may take before-and-after photos for internal quality assurance, verification of property condition, and training purposes. Photos will not be shared publicly or online without express written permission.
Clients may opt out of promotional use by notifying TCM in writing prior to the service.
13. Linen Changes
Clients must provide clean, dry linen for any requested bedding changes. Washing, drying, or waiting for laundry to process during the booking is not provided or guaranteed unless explicitly added to the booking scope.
14. Promotions
Discount codes are valid for one-time use only and cannot be combined with any other offers or promotions.
15. Limitations of Liability
While every care is taken during your clean, accidents can occasionally happen. We are fully insured. Please notify us immediately if you believe any damage has occurred during a clean.
We cannot guarantee complete removal of stains, mould, hard water deposits, or grout discolouration. Results depend on the age, condition, and maintenance history of surfaces. Our teams will always make their best effort, but some results are limited by the nature of the surface.
The Crisp Method's total liability for any claim arising from a service shall not exceed the value of that service.
16. NDIS Services
The Crisp Method supports NDIS participants under the Cleaning and Household Tasks support category. We work with both plan-managed and self-managed participants.
By engaging our NDIS services, you confirm that cleaning support is included in your current NDIS plan and that you have the authority to engage a provider. It is your responsibility to ensure sufficient plan funds are available for the agreed services.
We reserve the right to suspend or cease NDIS services if payment cannot be processed or if the participant's plan does not cover the agreed supports.
17. Our Team
All team members are screened prior to employment. We are fully insured for public liability.
We reserve the right to send any qualified team member to complete your clean. Where possible, we aim to provide consistency of team members, particularly for NDIS and regular clients, but this cannot always be guaranteed.
18. Privacy
We collect personal information (including your name, contact details, address, and NDIS details where applicable) solely for the purpose of delivering our services, processing payments, and communicating with you.
We do not share your personal information with third parties except where required to deliver your service (e.g. payment processors) or where required by law.
You may request access to or correction of your personal information at any time by contacting us at hello@thecrispmethod.com.au
19. Changes to These Terms
We may update these Terms of Service from time to time. The most current version will always be available on our website. Continued use of our services after any changes constitutes acceptance of the updated terms.
20. Contact Us
If you have any questions about these terms, please get in touch:
The Crisp Method
Email: info@thecrispmethod.com.au
Phone: 0412 345 678
Gold Coast, QLD, Australia
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