Terms & Conditions

Easy Bliss Guarantee

At Easy Bliss, we are committed to delivering the highest cleaning standards. If you're not satisfied with the service provided, please contact us and we will promptly review your case following these guidelines:

• For Regular, Deep, or Inspection Cleaning:
  You must contact us within 24 hours after the cleaning has been completed. Please include specific areas of concern and clear photos to help us assess and resolve the issue.
• For Bond Cleaning and Move-In Cleaning:
  A 72-hour guarantee applies from the time the job is completed. You must contact us within 72 hours, providing clear details and images of any issues to be addressed.

Once we receive your message, we'll reschedule a warranty clean on the next available business day to address the reported concerns.

Please note the warranty covers only the areas specified in your initial report. New or unrelated issues not initially reported will not be included.

After the warranty cleaning, if you're still not satisfied, we'll review your case once more. If still unresolved, we will offer a credit or refund of up to 100% of the service fee, at Easy Bliss's reasonable discretion, based on the circumstances.

Easy Bliss Discount Policy

Easy Bliss offers ongoing discounts to reward our regular clients and provide greater value for recurring services. Below are the details of our current discount policies:

• Fortnightly Cleaning:
  A 5% discount is applied to regular fortnightly house cleaning services, starting from the second cleaning onward.
• Weekly Cleaning:
  A 10% discount is applied to regular weekly house cleaning services, also starting from the second cleaning.

Important Notes:

• These discounts apply only to the base price of regular cleaning and do not apply to extras or special tasks.
• Discounts are automatically applied starting from the second completed service.
• Discounts are not valid for bond cleaning or office cleaning services unless explicitly authorised.

Special Discounts:
Occasionally, promotional discounts may be offered via discount codes or through team members with management approval. These can apply to bond, house, or office cleaning depending on the terms of the promotion.

Flat Rate Cleaning — Property Size & Booking Policy

Easy Bliss flat-rate cleaning services are priced based on the real size of the property, not only on the areas the customer chooses to have cleaned.

• Clients must select the total number of rooms in the property (full property size), even if some rooms will not be cleaned.
• Flat-rate pricing includes 1 kitchen and 1 living/dining area. All other rooms must be counted, including bedrooms, offices, studios, media rooms, playrooms, etc.
• Our team verifies the property size before confirming the booking. If the room count is incorrect, the price may be adjusted or the booking may be cancelled.
• If there are rooms the client does not want cleaned, this can be noted in the booking. A $10 discount per unused room may be applied after review.

Returning Clients & Booking System:

• For returning clients, the member booking portal provides a simplified booking experience and may not display all service explanations shown during the initial website booking.
• All service conditions accepted during the first booking continue to apply to future reservations, regardless of the booking method used.

Hourly Cleaning Services — Pricing, Time & Conditions

At Easy Bliss, our hourly cleaning services are charged based strictly on the time contracted, not on the completion of all requested tasks. This means our cleaning teams will work efficiently within the agreed timeframe, focusing on the tasks you've prioritised.

How hourly pricing works:

Hourly cleaning is charged per cleaner, per hour. The total billable time is calculated based on the number of cleaners assigned and the total time worked by each cleaner.

• 1 cleaner x 1 hour = 1 billable hour.
• 2 cleaners x 2 hours = 4 billable hours.

For all hourly-based bookings, there is a minimum chargeable time of 2 hours and 30 minutes, regardless of the number of cleaners assigned. The minimum charge applies to the total billable time for the booking, not per individual cleaner.

Client responsibilities:

• Clients must clearly list their priorities and specific tasks in the Notes section when booking.
• Our team will prioritise those tasks in order of importance within the available contracted time.

Hourly services include only the time booked. If the allocated time is insufficient to complete all requested tasks, Easy Bliss will notify the client and may offer the option to add extra time.

Please note that booking additional time on the day of the service is not guaranteed, as our teams often have other bookings scheduled after yours.

Clients are responsible for booking sufficient time based on the size and condition of their property. If extra time may be required, this must be requested in advance and is subject to availability.

What's Not Included in Our Cleaning Services

The following tasks are not included in any Easy Bliss cleaning service (Regular, Deep, Bond, or any other service), unless explicitly agreed in writing.

• External wall, roof, gutter, or roof cavity cleaning.
• Window cleaning at height or any task beyond safe reach, including the use of ladders with more than 3 steps.
• Ceiling cleaning (interior), including ceilings and ceiling light fixtures or lamps.
• Garden or lawn maintenance.
• Pressure washing, driveway cleaning, or exterior surface cleaning.
• Pest control, flea treatment, or BBQ, fireplace, or chimney cleaning.
• Moving, lifting, or repositioning heavy furniture.
• Washing dishes, cutlery, or general dishwashing.
• Disassembling or cleaning items that require tools, screws, or dismantling, including appliances or fragile fixtures. Our cleaning teams are not certified technicians and do not carry tools to dismantle appliances.
• Oven cleaning includes accessible areas only. Cleaning of internal components that require disassembly or tools is not included. The inner oven glass is cleaned only when accessible without tools.
• Rubbish removal or external bin cleaning.

Cancellations, Rescheduling, and Company Cancellations

We understand that plans can change. To ensure fairness and protect our cleaning teams' time, the following cancellation policy applies:

• Client-Initiated Cancellations or Rescheduling:
  If a cancellation or rescheduling request is made within 24 hours of the scheduled service, a fee equal to 40% of the total booking amount will apply. This covers the disruption to our schedule and the time reserved for your service.
• No-Show or No Access on Arrival:
  If the cleaning team arrives at your property and is unable to access the premises due to no response or lack of entry, Easy Bliss reserves the right to charge up to 100% of the total service fee to cover travel time and operational loss.
• Service Reassignment:
  In rare cases where the originally assigned cleaning team becomes unavailable due to unforeseen circumstances (such as illness, vehicle incidents, or other emergencies), Easy Bliss may reassign your service to a different qualified team within our network. We will inform you in advance whenever possible. This ensures your booking is honoured without disruption to your schedule.
• Company-Initiated Cancellations:
  In the rare event that Easy Bliss must cancel your scheduled service due to unforeseen circumstances, we will offer to reschedule your service at the earliest available time. If we are unable to provide an alternative within 48 hours of the original booking, a 15% goodwill discount will be applied to the rescheduled service.

Client Conduct & Safety

Easy Bliss is committed to providing a safe and respectful working environment for our cleaning teams.

• Clients are expected to treat our cleaning teams with respect and courtesy at all times.
• Easy Bliss reserves the right to suspend, cancel, or stop a service immediately if our team is subjected to aggressive behaviour, harassment, intimidation, or any situation that creates an unsafe or hostile working environment.
• In such cases, the service will be considered cancelled on site, and the applicable cancellation fee will apply in accordance with our Cancellation Policy.

Public Holiday Surcharge

Services scheduled on a public holiday will incur a 30% surcharge on top of the total service cost. This surcharge reflects the increased operational and staffing costs required to provide cleaning services during Australian public holidays.

Easy Bliss will always notify you in advance if your service date falls on a public holiday. You will be given the option to proceed with the surcharge, reschedule to another date, or cancel the service at no cost.

Arrival Window Policy

At Easy Bliss, we provide a 1-hour arrival window for all scheduled services. This allows our cleaning teams to manage unforeseen delays such as traffic, extended prior jobs, or other unexpected events on the way to your property.

If our team anticipates arriving outside of the scheduled window, we will notify you as early as possible to keep you informed and minimise any inconvenience.

We appreciate your understanding and flexibility as we strive to deliver consistent, high-quality service to all our clients.

Unpredictable Events Policy

At Easy Bliss, we are committed to delivering services as scheduled. However, in rare cases, certain unpredictable events may prevent us from completing a service as planned.

These situations may include:

• Sudden illness affecting a team member or their immediate family
• Unexpected traffic incidents, road blockages, or severe delays
• Extreme weather events (e.g., floods, storms, heatwaves)
• Accidents or emergencies en route to the property

In the event of such circumstances, Easy Bliss reserves the right to cancel or reschedule any service. We will always do our best to notify you as early as possible and provide the next available appointment.

Accessibility to Parking

Clients must ensure that free and accessible parking is available for our cleaning teams during the scheduled cleaning service.

• If no free parking is available, Easy Bliss will arrange paid parking nearby if needed, and the full parking cost will be added to your invoice without prior approval.
• By completing a booking, the client agrees to cover any parking fees incurred by the cleaning team.

If no suitable parking is available upon arrival and our team cannot safely access the property, the service may need to be rescheduled or cancelled.

In such cases, a fee equal to 40% of the total booking amount will apply to cover time lost and operational disruption.

Access to the Property Policy

Clients must ensure easy and timely access to the property at the time of the scheduled service. Upon arrival, our cleaning teams will attempt to contact the client and wait at the location for a maximum of 20 minutes to receive access or further instructions.

If access is not provided within this time frame, the service will be cancelled, and a fee equal to 40% of the total booking amount will apply. This fee helps cover travel time, scheduling disruptions, and fuel already used by our team.

We recommend using secure methods such as key safes or hidden key spots, and providing detailed instructions for both key collection and return in the Notes section when booking.

Arrival Review

Upon arrival at the property (home or office), our cleaning teams will conduct a visual inspection to assess the actual condition of the premises. This inspection allows us to verify the level of dirtiness, evaluate the time required to complete the service according to Easy Bliss standards, and uphold our quality guarantee.

Based on this assessment, Easy Bliss reserves the right to re-evaluate the service rates or scope at any time. If the cleaning time significantly exceeds the maximum estimated time, or if the property's condition is beyond normal parameters, Easy Bliss will contact the client to discuss possible adjustments in pricing or services.

If the client declines the adjustments needed, or if the cleaning environment significantly exceeds the service limits described at the time of booking, our team may withdraw from the property. In such cases, a fee equivalent to 40% of the total booking amount will be charged to partially cover the reserved time and operational costs.

Breakages and Losses Policy

During the initial walk-through, our cleaning teams will also inspect for any pre-existing damage at the property. Any visible issues will be documented and reported to the client before the cleaning begins.

Easy Bliss is not responsible for breakages caused by:

• Normal wear and tear
• Items in poor condition due to age or previous damage
• Issues unrelated to cleaning activities

If a breakage or loss is noticed during or after cleaning, clients must notify Easy Bliss within 48 hours of the service. Notifications must include:

• A clear description of the issue
• Photographic evidence
• Estimates or relevant details (if available)

Once we receive the required information, Easy Bliss will coordinate with the assigned cleaning team and the client to determine the most appropriate resolution. Each cleaning team operates under their own ABN and maintains active public liability insurance (minimum AUD $10M), which covers damages arising from their service when applicable.

No Warranty for Post-Cleaning Changes

The Easy Bliss Guarantee does not cover any issues that occur after the cleaning service has been completed, especially if they result from:

• New occupants moving in
• Pets entering cleaned areas
• Tradespeople or contractors working post-cleaning
• Leaving windows or doors open causing dust, leaves, or insects to enter
• Delays between cleaning and final inspection or handover

Our team ensures the property is cleaned to high standards at the time of service. However, we are not responsible for changes in cleanliness caused by external factors after our work is completed.

Biological Risks Policy

At Easy Bliss, the safety of our cleaning teams is a top priority. We take biohazard exposure seriously and have clear protocols in place to protect them.

Biohazard risks may include:

• Human or animal urine and faeces
• Used medical syringes or sharps
• Blood, vomit, or other bodily fluids
• Mould that poses a structural or health risk

Our cleaning teams are instructed not to expose themselves to hazardous materials. If a biohazard is identified before or during service, our team will stop the task and report it to Easy Bliss immediately.

We will then contact the client to discuss the situation and assess the safest way forward.

Pest Infestation Policy

At Easy Bliss, the health and safety of our cleaning teams is of utmost importance. If our team identifies signs of a pest infestation upon arrival — such as cockroaches, rodents, fleas, bedbugs, or other significant pest activity — the service may be cancelled immediately for safety and hygiene reasons.

In such cases:

• Our team will notify the client immediately about the situation.
• A fee equal to 40% of the total booking amount will apply to cover the reserved time and operational disruption.

We strongly recommend that clients treat any active pest issues before scheduling a cleaning service.

Independent Cleaning Professionals Policy

Easy Bliss operates as a professional cleaning company that partners with independent subcontractors who meet our quality, safety, and professionalism standards.

Each subcontractor must complete a rigorous onboarding process that includes:

• A valid police background check
• Verified references
• Proof of active public liability insurance

All subcontractors complete an Easy Bliss onboarding orientation designed to align them with our service quality standards, communication protocols, and customer experience expectations. We are committed to consistency in service quality across our network, which is why we invest in helping cleaning teams — particularly those new to the industry — meet the Easy Bliss standard.

Although our subcontractors work independently and may provide services to other companies or clients, Easy Bliss remains committed to delivering a consistent experience for all clients. We oversee performance to ensure reliable, safe, and high-quality service every time.

As they operate independently under their own ABN and insurance, each subcontractor is solely responsible for the services they perform during a booking. While Easy Bliss coordinates the service and provides quality standards, any liability related to damage, conduct, or performance falls on the assigned subcontractor.

The Safety of Our Cleaning Teams Policy

At Easy Bliss, we prioritise the health and safety of our cleaning teams. To reduce risk and ensure safe working conditions, the following safety measures are in place:

• Heavy lifting: For safety reasons, our cleaning teams do not move furniture or lift items over 10 kilograms. Clients must ensure that any large items requiring cleaning underneath or behind are moved prior to arrival.
• Ladder use: Cleaning teams use only domestic ladders with a maximum of three steps. We do not undertake tasks requiring tall ladders or unsafe height access.
• Ceiling cleaning: For safety and liability reasons, we do not offer cleaning of ceilings or ceiling-mounted fixtures (e.g., lights, fans, vents beyond safe reach).

Clients are kindly asked to prepare the property in advance by removing obstacles or hazards that could pose a risk during cleaning.

Payments Policy

Easy Bliss only accepts payments via Visa, Mastercard, and American Express. We do not accept cash payments under any circumstance.

A temporary card pre-authorisation for the total service amount is placed up to 48 hours before your scheduled service to ensure payment readiness. This is a pending hold — not an actual charge.

The final payment is processed only after the service has been completed, typically on the same day.

If the pre-authorisation is unsuccessful, we may contact you to update your payment details. For operational reasons, we are unable to dispatch a cleaning team unless the payment hold has been successfully completed.

Non-Solicitation Policy

By booking with Easy Bliss, clients agree not to solicit, hire, or employ any of our cleaning professionals for private services — either:

• During the time the cleaning professional works with Easy Bliss, and
• For 12 months following their last service with Easy Bliss

This applies to all team members, including subcontractors and staff, and includes any attempt to bypass Easy Bliss for private arrangements or similar services.

In the event of a breach, Easy Bliss reserves the right to:

• Terminate all current and future bookings
• Initiate legal action if necessary
• Charge a $2,500 AUD placement fee to compensate for recruitment, onboarding, and operational losses

This $2,500 AUD placement fee represents a genuine pre-estimate of the costs and losses associated with recruiting, onboarding, and integrating a cleaning professional into our network — including marketing, vetting, training time, and operational disruption. It is consistent with the principles established by Australian case law on liquidated damages and is not a penalty.

Photos Before & After Policy

At Easy Bliss, we maintain high standards of service and accountability. To support quality assurance and transparency, our cleaning teams may take photos of specific areas of the property before and after completing the service.

These photos may be used for:

• Internal quality control and performance tracking
• Service scope verification (e.g., property condition, areas requiring extra work)
• Documentation of pre-existing damage or issues observed on arrival
• Clarifying service outcomes in case of disputes or complaints
• Onboarding and reference material for cleaning professionals

Photos are strictly limited to the condition of the property and cleaning-related areas. They do not include images of clients, family members, or personal identifiable content, unless it is unavoidable to show the condition of a specific area.

Photos are taken and managed by the assigned cleaning team as part of their service documentation, and shared securely with Easy Bliss for the purposes stated above. All images are handled in compliance with Easy Bliss's Privacy Policy and the Privacy Act 1988 (Cth).

Valuable Items Damage Policy

Easy Bliss takes the utmost care when working in our clients' homes and offices. However, we are not responsible for damage to high-value or fragile items unless:

• The item was clearly listed and pointed out before the service
• Our team was informed of its presence and sensitivity
• Photographic evidence confirms the item was damaged during cleaning and by our team

This includes, but is not limited to:

• Artwork or decorative sculptures
• Antiques and collectibles
• Jewellery and valuables left in visible areas
• Documents, electronics, or items of financial or sentimental value

Pre-Existing Damage Disclaimer

Easy Bliss is not responsible for damage to surfaces, materials, or objects that show signs of pre-existing deterioration, including:

• Wear and tear, cracks, or loosened finishes
• Faded or brittle surfaces due to age or poor maintenance
• Fixtures or hardware that are already unstable or deteriorated
• Paint or silicone that peels or detaches during normal cleaning

Our team will do their best to identify and report any visible issues prior to starting the service. However, some vulnerabilities may only become apparent during cleaning.

If in doubt, our cleaning teams are authorised to skip areas that present an obvious risk of damage and report them to management for review.

Limitation of Liability

To the maximum extent permitted by law, Easy Bliss's total liability for any single service shall not exceed the total amount paid by the client for that service, except where the loss is directly caused by Easy Bliss's gross negligence or wilful misconduct.

Easy Bliss is not liable for indirect, consequential, or special damages, including but not limited to loss of income, loss of opportunity, loss of bond return, or emotional distress, except where required by law.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

Nothing in these Terms limits or excludes any rights you may have under the ACL, including:

• The right to services performed with due care and skill
• The right to services fit for the purpose made known to us
• The right to services delivered within a reasonable time

If any provision in these Terms is inconsistent with the Australian Consumer Law, the Australian Consumer Law prevails.

Privacy & Data Protection

Easy Bliss collects, stores, and processes personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

Information we collect may include:

• Contact details (name, address, phone, email)
• Property and service-related information (size, condition, special instructions)
• Payment information (processed securely through certified payment providers)
• Photographs of the property for quality and service documentation purposes (Section 22)

By booking a service, you consent to the collection and use of your information for service delivery, scheduling, quality assurance, communication, and related operational purposes.

We do not sell your personal data to third parties. Your information may be shared with the assigned cleaning team strictly to the extent necessary to deliver the service.

Dispute Resolution

If you have a concern about our service, we ask that you first contact us directly at hello@easybliss.com.au within the timeframes specified in our Easy Bliss Guarantee.

We commit to:

• Acknowledging your concern within 2 business days
• Providing a substantive response within 5 business days
• Working in good faith to reach a fair resolution

If we are unable to reach a mutually acceptable resolution, you retain all rights to pursue the matter through:

• The Queensland Office of Fair Trading
• The Queensland Civil and Administrative Tribunal (QCAT), where applicable
• Any other lawful avenue available under Australian law

Governing Law & Jurisdiction

These Terms and Conditions are governed by the laws of Queensland, Australia, and the Commonwealth of Australia where applicable.

Any disputes arising out of or in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts of Queensland, without prejudice to any rights you may have under the Australian Consumer Law to pursue remedies in your local jurisdiction.

Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be severed from these Terms.

The remaining provisions shall continue in full force and effect, and the invalid provision shall be replaced by a valid provision that most closely reflects the original intent of the parties, to the extent permitted by law.

Effective Date of Policy Changes

Easy Bliss reserves the right to update or modify its Terms and Conditions at any time.

Material changes to cancellation policies, surcharges, or fees will be:

• Communicated to active recurring clients via email at least 14 days before the effective date
• Reflected on this page with a clear "Last updated" date

Other updates (such as clarifications or minor wording adjustments) will be reflected on this page without individual notification.

Any changes will apply to all services scheduled on or after the effective date of the change — regardless of when the booking was made.

Contact & Feedback

We appreciate you taking the time to review our Terms and Conditions. If you have any questions, concerns, or need clarification about any section, our team is here to help.

You can reach us at:

• Email: hello@easybliss.com.au
• Phone / WhatsApp: 0427 826 061
• Registered business: The Trustee for Fuentes Gonzalez Family Trust, ABN 24 104 643 212

For formal requests, complaints, or service-related concerns, we kindly ask that you submit them in writing to ensure clear documentation and timely follow-up.