Terms of Service

These Terms of Service govern your use of the services provided by Dustate ("we", "our", or "us"), a cleaning and property services business operating in Canberra, Australian Capital Territory.

By requesting a quote, making a booking, or engaging our services, you agree to be bound by these terms. If you do not agree, please do not use our services.

These terms are governed by the laws of the Australian Capital Territory and the Commonwealth of Australia, including the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

We provide professional cleaning and property services including, but not limited to:

• •End of lease and bond cleaning
• •General residential cleaning (one-off, recurring, and deep cleans)
• •Short-stay and Airbnb turnover cleaning
• •Post-construction and builders cleaning
• •Carpet steam cleaning
• •Outdoor cleaning and pressure washing
• •NDIS-funded and aged care cleaning support
• •Handyman services (delivered through vetted subcontractors)

The specific scope of each service is confirmed in your written quote. Work not included in the agreed scope is not part of the contract and will be quoted separately before commencing.

We provide written quotes based on the information and photos you supply. A quote that you have accepted in writing is a fixed-price agreement for the agreed scope of work. The price will not change unless the scope changes.

Pricing may be revised before work commences if:

• •The property size, condition, or scope differs materially from what was described or shown in photos
• •Access conditions affect how the service can be performed (for example, no parking, no running water, or limited power)
• •You request additional services on the day not included in the original scope
• •The property is located outside our standard service area

We will always communicate any proposed changes to the price and obtain your agreement before proceeding with additional work. You are not obligated to accept additional charges. All prices are GST-inclusive unless stated otherwise.

Confirmation: A booking is confirmed when you receive written confirmation from us (by email or message). Please review the booking details and contact us immediately if anything is incorrect.

Cancellations and rescheduling: We ask for at least 24 hours notice if you need to cancel or reschedule. Cancellations with less than 24 hours notice may incur a short-notice fee to cover our time and any reserved crew costs. This fee will be communicated in your booking confirmation.

No-shows and lockouts: If our team attends the property and cannot gain access at the scheduled time, a call-out fee will apply. We will attempt to contact you before leaving. This fee covers travel time and the time slot held by our team.

Recurring bookings: Either party may cancel a recurring arrangement with at least 48 hours written notice before the next scheduled clean. Bookings cancelled with less notice may be charged at the short-notice rate.

To allow us to complete the service to the agreed standard, you agree to ensure:

• •The property is accessible to our team at the agreed time, via key, lockbox, or in-person handover
• •Running water and electricity are available at the property for the duration of the service
• •For end-of-lease cleans, the property is vacant and furniture has been removed before our arrival
• •Personal items are cleared from surfaces and floors to allow full access to the areas being cleaned
• •Any known hazards (for example, pest issues, structural damage, or biohazards) are disclosed to us before the booking
• •Pets are secured in a separate area during the clean

If these conditions are not met and we are unable to complete the service as agreed, a partial or full fee may still apply depending on how far work has progressed. We will communicate this to you before leaving.

We stand behind our work. If you are not satisfied with any aspect of the service, contact us within 72 hours of the clean completing and we will return to re-clean the affected area at no additional cost. This applies to all services we provide.

The rework guarantee does not apply where:

• •The issue relates to areas not included in the agreed scope of work
• •The area was inaccessible, locked, or blocked during the original clean
• •The issue arises from conditions that occurred after we left (for example, further use of the property)
• •You have not given us the opportunity to remedy the issue before engaging another service provider

For end-of-lease services, the guarantee covers items on the ACT bond-back checklist that fall within the agreed scope. We cannot guarantee a landlord's or property manager's decision regarding bond release, as this is outside our control.

Payment is due on or before the day of service unless a different arrangement has been confirmed in writing. We accept bank transfer, credit card, and debit card. Payment by cash may be accepted at our discretion.

For large or commercial bookings, we may require a deposit before commencement. Deposit terms will be stated in your quote.

Invoices not paid within 7 days of the due date may attract a late payment fee. We reserve the right to suspend services for accounts with overdue balances and to recover outstanding amounts through appropriate legal means including engaging a debt collection service.

All tax invoices are GST-inclusive and will be issued upon request or automatically for commercial and NDIS bookings.

Where services are delivered under a National Disability Insurance Scheme (NDIS) funding arrangement, the following additional terms apply:

• •Services are invoiced in accordance with the relevant NDIS Support Catalogue and price limits
• •We will only invoice for services actually delivered and at the rate agreed in the service agreement or quote
• •You or your authorised representative (plan manager or support coordinator) are responsible for ensuring sufficient funds are available in the relevant support category before services are delivered
• •Cancellations for NDIS-funded bookings follow the NDIS Pricing Arrangements cancellation rules, including short-notice cancellation provisions
• •We maintain records of services delivered as required by the NDIS Quality and Safeguards Commission

For aged care services funded through a Home Care Package, billing will be processed in accordance with the agreed service agreement between us and the package provider.

We hold public liability insurance covering property damage or personal injury caused by our team during the delivery of services. Details of our coverage are available on request.

We are not liable for loss or damage arising from:

• •Pre-existing damage, wear and tear, or defects not caused by our team
• •Items that were already loose, unsecured, or in a fragile condition not disclosed to us before the clean
• •Damage caused by faulty fixtures, fittings, or appliances present at the property
• •Loss of items not secured or stored appropriately before our arrival
• •Consequential or indirect losses (for example, loss of rental income or loss of bond) except where required by the Australian Consumer Law

Nothing in these terms limits, excludes, or modifies any rights you have under the Australian Consumer Law, including statutory guarantees that services will be provided with due care and skill and be fit for the purpose for which they are supplied. Where any such guarantee cannot be excluded, our liability is limited to re-supplying the service or paying the cost of having the service re-supplied, at our election.

For certain specialised services (such as handyman work or specialist pest treatment), we may engage trusted subcontractors. All subcontractors are vetted, hold appropriate insurance, and are bound by the same confidentiality and quality standards as our direct team members.

We remain your single point of contact and take responsibility for the quality of work delivered, regardless of whether it was performed by our direct staff or a subcontractor.

We will not be in breach of these terms for any failure or delay in performing our services to the extent that the failure or delay is caused by circumstances beyond our reasonable control. This includes severe weather events, natural disasters, acts of government, public health emergencies, or the unavailability of essential utilities at the property.

In such circumstances, we will contact you as soon as practicable to reschedule. No cancellation fee will apply in genuine force majeure situations.

Any photos taken by our team during or after the service (for example, completion photos) remain our property. By requesting a service, you grant us permission to take and retain these photos for quality assurance, dispute resolution, and internal record-keeping purposes.

We will not publish or use photos of your property for marketing or promotional purposes without your explicit written consent.

If you have a concern about our service, please contact us directly in the first instance. We aim to respond to all complaints within 2 business days and resolve them fairly and promptly.

If a dispute cannot be resolved directly, either party may refer the matter to the ACT Civil and Administrative Tribunal (ACAT) or another appropriate dispute resolution body.

These terms are governed by and construed in accordance with the laws of the Australian Capital Territory. The parties submit to the non-exclusive jurisdiction of the courts of the ACT.

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, which is incorporated into these terms by reference.

We may update these terms from time to time. Changes will be posted on this page with a revised "Last updated" date. We will not retroactively apply material changes to bookings already confirmed in writing. Continued use of our services after changes are posted constitutes acceptance of the updated terms.

For any questions about these Terms of Service, disputes, or billing enquiries, please contact us: