Refund Policy


If you cancel your Bond Cleaning 5 days before the Booked date, you will receive a refund with a deduction of $25 administration fee.

If you cancel your booking within a period of 5 days to 2 days before the booked date, then you will be charged a $50 Cancellation or postponement fee. This fee is not transferable but may be used within 3 calendar months of the original booked date at the same address of the original booking.

If the house is too dirty to be cleaned, judgement is based on the sole discretion of the cleaner, the amount will be refunded to the customer. However, WhitePeak24 will not be responsible for any other loss like time or bond. 

If you cancel your booking within 24 hours from the booking date, the customer authorizes the following fees can be charged to the credit card details supplied and kept on file as follows: Job totals of up to $500 will incur a $150 cancellation charge; Job total over $500 will incur a $250 cancellation charge.

We hold all rights to cancel the job if we deem the condition of the property is dangerous for the safety, health or well being of our staff or if We are unable to access the property as agreed. Same day cancellation fees will apply.

We reserve the right to reschedule or cancel any Service if the property is not as described either in condition or size, or if unexpected circumstances occur.


All payments must be made in Advance.

Payments for the services are to be made via Credit Card or Bank Transfer prior to the day of the service. Unless agreed upon in writing, full payment is to be made before the commencement of the clean.

If you wish to book your bond clean and hold a date, as security you must provide valid credit card details, a minimum $50 booking fee applies.

If you are paying via bank transfer, please send the remittance details to our office and allow 3 days for Bank clearing. Failure to receive remittance advice or payment within our bank account 3 days prior, will result in cancellation of your service and a forfeit of the booking fee if applicable.

You the Customer agree that if We have not received payment in full for the service within the period of one calendar month of the original invoice date then a late payment fee of $50 applies for the first month. Additional Late payment fees will be charged on a fixed rate of 10% per annum for each 3 days that any amount remains outstanding thereafter.

In addition to the amounts set out above, the Customer agrees to indemnify Us for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and any other expenses incurred by Us in connection with a demand, action or other proceeding (including mediation, out of court settlement or any action taken to recover a debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay any amount by the due date.

At its sole discretion We reserve the right to report any non-payment to collection agencies including reporting non-payment to the credit Reference Association (CRA), the TICA database and your property agent. In doing this your credit rating may be affected and or ability to seek rental properties/credit in the future.

YOU understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with US will incur a 25% additional administration fee on the balance owing plus GST and interest pursuant to the provisions of the Queensland Supreme Court Act 1947, currently set at 5.5% per annum (calculated daily). 

You understand and acknowledge that any chargeback on a Credit card without the written approval of a recognized regulatory authority or written agreement with us will be referred to a Recovery Agent and this may have an impact on your Credit Score.


Our Bond Cleaning Guarantee means that we will return free of charge to rectify any issue the Managing Agent has with the cleaning (under governance of the Residential Tenancies and Rooming Act 2008) provided by Us within the bounds of these Terms and Conditions and our Inclusions and Exclusions.

Our Bond Cleaning Guarantee only applies to the Service You have engaged Us for. For instance, if You engage Us for a Bond Clean but not a carpet clean then Our Guarantee only covers the bond clean. Carpets would be excluded from our Bond Cleaning Guarantee.

We are not responsible for no guarantee items or sections of the house. No guarantee is based on the discretion of the cleaner. Customers must allow before and after photos for establishing no guarantee or guarantee.

Bond Back Guarantee (T’s & C’s Apply) Exclusions

As well as the Bond Cleaning Exclusions, other exclusions exist that we can’t warrant under the Bond Back Guarantee (T’s & C’s Apply).

Outside Windows 

We will clean the outside windows where we can (excluding windows at heights or difficult access) however due to weather circumstances we cannot warrant them.

Outside Glass 

We will clean outside glass where we can (excluding glass at heights or difficult access) however due to weather circumstances we cannot warrant this.

Outside Areas 

Outside areas are areas that cannot be fully protected (closed off) from weather elements. Examples are balconies and patios, or any area that cannot be completely closed off such as an outside area of a house with only three walls. As per our inclusions we will clean any outside area as required however due to weather circumstances we cannot warrant these areas.

Post Pest Control 

We will not be responsible and do not warrant items post pest control that may require additional cleaning directly related to the Pest Control. Examples are dead insects or animals that have accumulated due to Pest control being applied to the property.


We do not warrant any cleaning inside or outside of the garage. 

Completion Events 

A completion event is an event that has happened after the bond clean and within the warranty period which may influence the Managing Agents release of the bond in which the bond cleaner is not responsible for. We will not be responsible nor guarantee cleanliness in such an event. To determine these events ‘common sense shall prevail’. Examples of these events are;

Buildup of dead insects that were alive during the clean and have since expired.

A build up of surface dust that has settled after the clean.

Dirt or grime near a window or door that has been left open.

Insect/animal faeces.

New residents have moved or are moving in.

Access to the property by a third-party contractor that has not been approved by us.

Kitchen items

We do not clean nor warrant all kitchen items that occupy cupboards and draws.

Furnished Property Exclusions 

We do not clean or warrant ‘nick knacks’, picture frames, vases, lamps, clocks, fruit bowls, linen and any item that may be decorative. We also do not guarantee cleaning the Ceilings, Garage walls or deep stains that require a professional third party to clean are not included in the Bond Cleaning Guarantee.

A re-clean will only be applicable upon receipt of a report from the Managing Agent clearly listing the problems with the cleaning, along with the images.

We require 24-48 working Hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required and if applicable.

A re-clean will only address the problems listed in the property manager / agents original report if applicable.

After a re-clean We will warrant any work for one day. Unless otherwise agreed upon in writing, if we have not heard from the Managing Agent within 1 day (24 hours), We will consider the re-clean to have addressed any issues under the Bond Cleaning Guarantee and consider the job completed as per our Terms and Conditions.

Until commencement and finalization of this Service, these Terms and Conditions still apply (Whether the service is a clean, re-clean or the waiting period between re-cleans and inspections)

All re-cleans are subjected to these Terms and Conditions.

All Customers acknowledge that our Bond Return Guarantee is only applicable if you contact us within 7 calendar days of the performed Service.

We do not guarantee for natural events occurring over time. Items such as (but not limited to) settled dust, water marks, open windows, doors etc. An empty house can accumulate dust very quickly and is susceptible to dead insects and alike. We do not guarantee anything arising from these events including all aspects of the Bond Return Guarantee.

The Bond Return Guarantee is deemed null and void if the property does not remain vacant after our cleaners have cleaned the premise. The only exceptions to this clause is if carpets are cleaned by a qualified carpet cleaner authorized by WhitePeak24 or you have an agreement in writing from WhitePeak24.

You MUST book your bond clean to be performed once all the furniture is removed, the premise is not inhabited and all the necessary maintenance or other work to the premises has been completed.

We will not be responsible for any incident that could be classified as an Act-of-God e.g. flood, storm, fire earthquake, cyclone and similar.


Under no circumstances refund claims will be considered once the Service has been completed and We have vacated the property.

The Customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.

The Customer acknowledges that the Bond Cleaning guarantee is only for the Bond Cleaning services not any other. Carpet cleaning and pest control will be warrantied by the contractor who provides these services.

All care is taken during the Service. Some items are older and may be subject to ‘wear and tear’ and are prone to accidental breakage. Items like light fittings, fly screens and other perishable plastics are particularly prone. If You believe that any damage has been done beyond ‘wear and tear’ due to the Service, please provide in writing the damage with applicable photos.

You agree to waive any right of claim against Us for any incidental costs incurred, including but not limited to, rent payable and or loss of bond monies applied arising from the service.

Any damages claims will be subject to proof being provided by either party that the damage was caused during the service, these claims are to be strictly the responsibility of the contractor if fault is accepted, the contractor and the customer agree to exchange details and agree to the contractor gaining access to the property for the duration of the claim. This may include access for quoting of replacement and repair if applicable.

If You require your fridge or freezer to be cleaned, then you are responsible for emptying and defrosting it in advance. Additional costs may apply.

The Customer should inform Us about any incident where an accident, breakage, damage to property or theft has occurred due to any act of a cleaner within 24 hours of completion of the service.


Any complaints must be made in writing and sent to contact@WhitePeak24.com.au or reported at 07 2103 4716.

Any complaints must be made within 24 hours of the performed Service.

Complaints must include the Customers name, contact number, the date of the complaint and a detailed explanation of the complaint including any relevant documentation and notes.

Complaints must also include what resolution the Client would like.

The Client acknowledges that they have the ability to view our website and follow the complaints procedure.

The Client acknowledges that if they do not follow our complaints procedure, We have the right to dismiss the complaint and or take no further action at our discretion.

If you are satisfied with our proposed actions or remedies we will close the complaint and record the findings for our continuous improvement program.

If you are not satisfied with our proposed actions or remedies, we will record this and you acknowledge that either party reserves the right to refer the complaint to the relevant federal, state or territory consumer protection agency or legal adviser.