1. Our Services

Plume Cleaning Services provides:

• Recurring residential cleaning: weekly, fortnightly, or monthly visits, generally ranging from $65 to $800 per visit depending on the size of the property, the scope of work, and frequency of service.
• Recurring commercial cleaning: Commercial accounts are quoted individually based on scope. Prices vary depending on scope of work and prices are typically higher than our recurring residential cleaning range stated above.
• One-off and larger jobs: including end-of-lease, and large-scale window cleaning, can range up to $5,000 or more for a single job, depending on the size and complexity of the project.

Prices vary because every property and job is different. Your specific price is confirmed in writing (quote, booking confirmation, or invoice) before we start.

2. Bookings and Quotes

All bookings are confirmed in writing (email, SMS, or through our booking software) and include the scope of work and price.

Any additional work requested on the day (e.g. inside oven, extra rooms, carpet spot-cleaning) will be confirmed with you — verbally or in writing — and added to the invoice as a separate line item before it is charged.

Guarantees like stain removal or bond-back only apply if specifically quoted and agreed in advance.

3. Payment

Apart from cancellation or call-out fees under clauses 5 and 6, you are only charged after your service has been completed.

We accept payment via credit/debit card processed securely through Stripe, a PCI DSS Level 1 certified payment processor. We do not store your full card number on our own systems, card details are tokenised and stored securely by Stripe.

Card on file: if you provide your card details for storage, you authorise Plume Cleaning Services to automatically charge that card for each completed service, immediately after the corresponding invoice is issued. You will always receive an invoice or receipt for every charge, showing the service completed, the date, and the amount.

Invoice payment: if you do not have a card on file, an invoice will be emailed to you as soon as your service is marked complete, payable by the card link included in that invoice.

Charges will appear on your statement under the descriptor "PLUME CLEANING". If you don't recognise a charge, please contact us first at service@plumecleaning.com.au or (02) 4312 7666 - we resolve billing questions directly, quickly, and at no cost to you.

Late or failed payments may result in a pause of ongoing recurring services until resolved.

4. Our 100% Quality Guarantee

If you are not satisfied with any part of a completed service, tell us within 24 hours of the service being completed (email: service@plumecleaning.com.au, phone: (02) 4312 7666, or through our customer portal), describing the issue and, if possible, including photos.

We'll offer a free re-clean or full refund. We ask for the chance to inspect or fix the issue before you dispute a charge, unless that's unreasonable (e.g., due to safety concerns).

This guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law.

5. Cancellations and Rescheduling

• More than 48 hours' notice: free cancellation or reschedule.
• Between 24 and 48 hours' notice: a 20% cancellation fee of the scheduled visit price applies, reflecting the reduced opportunity to refill that time slot.
• Less than 24 hours' notice, before the day of service: a 50% cancellation fee applies, reflecting staff and route costs already committed.
• On the day of service, or no access on arrival: a 75% cancellation fee applies, reflecting travel, labour, and reserved time that has already been spent with little to no ability to reassign the booking.

Larger one-off jobs (end-of-lease, commercial, window cleaning): cancellation terms are set out in your individual quote, as these jobs involve dedicated scheduling and, in some cases, materials booked specifically for your job.

These fees reflect our genuine costs.

If you have a card on file, you authorise us to charge any applicable cancellation fee to that card. You will receive an invoice first.

6. Site Access

You must provide safe access, keys, codes, and parking. If we can't access the property or it's unsafe, we may apply a call-out fee equal to the same-day cancellation fee in clause 5. Let us know about pets in advance.

7. Complaints and Dispute Resolution

We want to resolve any concern directly and quickly. We are fully insured for all the work we carry out.

Contact us at service@plumecleaning.com.au or (02) 4312 7666 with any billing or service concern. We will acknowledge all complaints within 1 business day and attempt to resolve them within 5 business days.

We won't charge while we investigate. We will not proceed with, or will immediately pause, any related charge while we investigate a genuine complaint raised in good faith.

If, after this process, you remain unsatisfied, you may contact the relevant Australian consumer protection body (see clause 8).

8. Your Rights Under Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including your rights to a repair, re-service, or refund if our services are not provided with due care and skill, are not fit for purpose, or do not match what was promised. Where a term of these Terms is inconsistent with those rights, the Australian Consumer Law prevails to that extent.

9. Liability

To the extent permitted by law, our liability for loss or damage arising from our services is limited to the cost of resolving the issue (re-service, total repair of any damage, or refund as set out in clause 4). We hold public liability insurance and will address genuine claims for damage caused by our staff during a service — please report any damage as soon as possible, ideally within 48 hours.

10. Privacy and Payment Security

We take the security of your personal and payment information seriously. Please see our Privacy Policy for full details on what information we collect, how it is used, and how your card data is protected via Stripe's PCI DSS-compliant infrastructure.

11. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted on this page with a new "last updated" date, and will apply to services booked after that date. Existing bookings continue under the Terms that applied at the time of booking.

12. Governing Law

These Terms are governed by Australian and New South Wales law.

Contact Us