Terms & Conditions

Last updated: 1 June 2026

These Terms & Conditions ("Terms") govern your use of the website and the cleaning services provided by Club Sora Cleaning Co. ("Club Sora", "we", "us" or "our"). By booking a service, using our website, or otherwise engaging us, you ("you", "the customer") agree to be bound by these Terms. Please read them carefully.

1. Our Services

Club Sora provides residential and commercial cleaning services across Melbourne and the State of Victoria, including end of lease (bond) cleaning, one-off cleaning, regular (recurring) cleaning and commercial cleaning. The scope of each service is described at the time of booking and may vary based on the size, condition and location of the premises.

2. Bookings & Quotes

• Quotes are provided free of charge and are based on the information you supply about your premises. If the actual condition, size or scope differs materially from what was described, we may adjust the quote before or during the service.
• A booking is confirmed once we provide written confirmation of the date, time and price.
• Arrival times are estimates. While we make every effort to arrive on schedule, traffic, weather and prior jobs may cause delays. We will notify you as soon as practicable if we are running late.

3. Pricing & Payment

• All prices are quoted in Australian Dollars (AUD) and, where applicable, are inclusive of GST.
• Payment is due on completion of the service unless otherwise agreed in writing. Recurring and commercial clients may be offered alternative payment terms.
• We accept the payment methods advised at the time of booking. Late payments may incur reasonable recovery costs.

4. Bond-Back Guarantee (End of Lease Cleaning)

Our bond-back guarantee applies only to end of lease cleaning services booked to our standard bond-clean checklist. If your property manager or landlord identifies cleaning issues within 72 hours of the service, we will return to re-clean the affected areas at no additional cost, subject to the following:

• The premises must not have been occupied, used or accessed by tradespeople between our clean and the inspection.
• The guarantee covers re-cleaning only and does not include a cash refund of bond, carpet damage, pest control, or items outside the agreed checklist.
• The claim must be supported by the agent's or landlord's written inspection report.

5. Cancellations & Rescheduling

• You may reschedule or cancel a booking free of charge with at least 24 hours' notice.
• Cancellations made with less than 24 hours' notice, or where our team cannot access the premises on arrival, may incur a cancellation fee of up to 50% of the booking value to cover allocated time and travel.

6. Access to the Premises

You are responsible for providing safe and timely access to the premises, including keys, codes or someone to let our team in. Please ensure running water, electricity and adequate lighting are available. If access cannot be provided, a cancellation fee may apply.

7. Your Responsibilities

• Secure or remove valuable, fragile or sentimental items before our team arrives.
• Inform us of any hazards, fragile surfaces, pets, or special requirements at the premises.
• Ensure the premises are reasonably free of clutter so our team can clean effectively.

8. Insurance

Club Sora holds public liability insurance. Our cleaners are screened and, where required, police-checked. In the unlikely event of accidental damage caused by our team, please notify us in writing within 48 hours so we can assess and resolve the matter fairly.

9. Liability & Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded. To the extent permitted by law, our liability for any breach is limited to re-supplying the service or paying the cost of having the service re-supplied.

We are not liable for pre-existing damage, normal wear and tear, stains or marks that cannot be removed by standard professional cleaning, or issues arising from inaccurate information provided by you.

10. Complaints

Your satisfaction matters to us. If you are not happy with any aspect of our service, please contact us within 48 hours of completion and we will do our best to make it right, including a complimentary re-clean of the affected areas where appropriate.

11. Privacy

We handle your personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

12. Changes to These Terms

We may update these Terms from time to time. The version published on our website at the time of your booking applies to that booking. We encourage you to review this page periodically.

13. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria.

14. Contact Us

Questions about these Terms? Get in touch:

• Email: info@clubsora.com.au
• Phone: +61 494 721 194