PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING OUR SERVICES. By booking a service with Guerilla’s Bond Back Guarantee (operated by Guerilla Group Proprietary Limited, ABN 99 676 148 164, herein referred to as “We”, “Us”, “Our”), you (herein referred to as “You”, “Your”, “Client”) agree to be bound by the following terms and conditions.

• Service: The professional end-of-lease cleaning services provided by Us as detailed on Our website and in the agreed quote.
• Property: The residential property specified by You where the Service is to be performed.
• Quote: The price estimate provided by Us for the Service based on information supplied by You via our website calculator or direct communication.
• Booking: Your confirmed request for Us to perform the Service at the Property on an agreed date and time.
• Bond Back Guarantee: The specific guarantee offered by Us relating to the quality of the cleaning Service, as detailed in Section 8.
• Checklist: The standard list of cleaning tasks included in Our end-of-lease Service, available on our website.

• These Terms and Conditions constitute the entire agreement between You and Us for the provision of the Service.
• A binding agreement is formed once We accept Your Booking confirmation.
• We reserve the right to amend these Terms and Conditions at any time. The version applicable to Your Booking is the version available on Our website at the time of Your Booking confirmation.

• The Service provided is an end-of-lease clean intended to meet the general requirements of real estate agents or landlords for bond return purposes concerning cleanliness.
• The scope of the standard Service is detailed in the Checklist available on Our website.
• Services listed as “Optional Extras” (e.g., Carpet Steam Cleaning, Pest Control, Lawn Mowing) or tasks not listed on the standard Checklist are only included if explicitly agreed upon and included in the final Quote and Booking confirmation.
• Our Service is designed for empty properties unless otherwise explicitly agreed in writing. Furniture or excessive belongings remaining may impede our ability to clean effectively and may incur additional charges or void parts of the Bond Back Guarantee.

• Quotes provided via our website calculator are based on the information You supply (e.g., number of rooms, condition, required extras). Quotes are estimates and subject to confirmation upon review or if property details differ significantly upon arrival.
• We reserve the right to amend the Quote if the Property’s condition is significantly worse than described, if the size/layout differs, or if additional services are requested or required upon inspection. You will be notified of any proposed changes before work commences or continues.
• Bookings are subject to availability. We will confirm your Booking via email or phone.

• Payment terms will be specified in the Quote or Booking confirmation. Full payment is typically required upon completion of the Service unless otherwise agreed in writing (e.g., specific payment plans offered).
• Accepted payment methods will be outlined during the booking process.
• Failure to make payment may result in collection proceedings and interest charges on overdue amounts.

• We require a minimum of 48 hours notice for cancellations or rescheduling of a confirmed Booking.
• Cancellations or rescheduling requests made with less than the required notice period may incur a cancellation fee [equivalent to 50% of the quoted service fee].
• We reserve the right to cancel or reschedule a Booking due to unforeseen circumstances (e.g., staff illness, safety concerns). We will provide as much notice as possible and endeavour to reschedule at the earliest mutually convenient time.

• You must ensure We have unobstructed access to the Property at the scheduled time. This includes providing keys or access codes as arranged.
• The Property must have reliable electricity and running hot/cold water for the duration of the Service. Failure to provide these may prevent Us from completing the Service effectively and may incur fees or void the Bond Back Guarantee.
• You must ensure the Property is free from hazards, dangerous materials, infestations (unless pest control is part of the booked Service), and risks to the health and safety of Our staff. We reserve the right to refuse or cease service if unsafe conditions are encountered.

• Scope: Our Bond Back Guarantee applies only to the cleaning tasks included in our standard Checklist (or agreed extras) performed during the Service. It covers situations where Your property manager or landlord requires rectification of specific cleaning deficiencies directly related to Our work, preventing the return of Your bond based solely on those cleaning issues.
  Claim Process:
• You must notify Us in writing (e.g., email) within 72 hours of the Service completion if Your property manager/landlord identifies specific cleaning issues covered by our Checklist.
• Notification must include a copy of the property manager’s/landlord’s exit report or written communication clearly detailing the specific cleaning items requiring attention. General statements like “not clean enough” are insufficient.
• We require photographic evidence of the specific areas of concern, if possible.
  Rectification: Upon verification of a valid claim under this Guarantee, We will arrange to return to the Property, at no additional charge, to re-clean only the specific areas identified in the report that fall within our Checklist scope. This return visit will be scheduled at the earliest mutually convenient time, typically within 2 business days of claim verification.
  Limitations & Exclusions: The Bond Back Guarantee does NOT cover:
• Issues not related to cleaning (e.g., property damage, wear and tear, maintenance issues).
• Areas not included in our standard Checklist or agreed extras.
• Properties that were not fully vacated or contained excessive rubbish/belongings hindering the clean.
• Damage caused by You or third parties after Our Service completion.
• Permanent stains, mould ingrained in silicone/grout, permanent damage, or areas considered beyond reasonable cleaning restoration (e.g., heavily stained carpets not treatable by standard steam cleaning, severely neglected ovens).
• Issues arising from lack of electricity or hot/cold water during the Service.
• Claims made outside the 72-hour notification period.
• Items listed under “What’s Not Included” on our Service page unless specifically added and paid for.
• Discolouration or deterioration of surfaces due to age or wear.
• This Guarantee is for rectification of cleaning services only and does not constitute a cash refund or payment of the bond amount itself.

• Provide accurate information about the Property for quoting and booking.
• Ensure the Property is ready for cleaning (vacated, utilities connected, safe access) as per Section 7.
• Notify Us of any specific concerns or delicate surfaces prior to the Service commencement.
• Inspect the Property upon completion if possible, or adhere to the Bond Back Guarantee claim process (Section 8) if issues are raised later by the property manager.

• We hold public liability insurance.
• We will exercise reasonable care and skill in providing the Service.
• liability for any loss or damage arising from the Service is limited to the value of the Service fee paid, except where liability cannot be excluded under Australian Consumer Law.
• We are not liable for:
• Pre-existing damage or defects at the Property.
• Damage resulting from Your failure to disclose specific requirements or conditions (e.g., delicate surfaces).
• Wear and tear.
• Damage not caused by the negligence of Our staff.
• Loss or damage occurring after We have left the Property.
• Any claims for damage must be reported to Us in writing with photographic evidence within 24 hours of Service completion.

• If You have a complaint regarding the Service, please contact Us directly in the first instance. We aim to resolve disputes amicably and promptly.
• If a resolution cannot be reached, parties may seek mediation or refer the matter to the relevant consumer affairs body (e.g., Queensland Office of Fair Trading).

These Terms and Conditions are governed by the laws of Queensland and the Commonwealth of Australia. Both parties agree to submit to the non-exclusive jurisdiction of the courts of Queensland.

We collect and handle Your personal information in accordance with Our Privacy Policy, available on Our website [Client to Insert Link to Privacy Policy Page], and the Australian Privacy Principles.

By confirming a Booking with Guerilla’s Bond Back Guarantee, You acknowledge that You have read, understood, and agree to be bound by these Terms and Conditions.