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Terms and Conditions

By engaging Royal Glow Cleaning Services for any cleaning service, you confirm your acceptance of these Terms & Conditions in full. Royal Glow Cleaning Services is a Sydney-based premium cleaning provider servicing residential and commercial clients across the Sydney CBD, Inner West, Eastern Suburbs, Northern Beaches, and Greater Western Sydney. For any queries, contact us via email at [email protected]

All Royal Glow team members are screened through a comprehensive vetting process that includes national criminal history checks and ongoing performance assessments. Each team member is fully trained and covered by our insurance policies, ensuring professional and trustworthy service at all times.

1. OUR COMMITMENT TO YOU

Royal Glow is dedicated to delivering a premium cleaning experience that exceeds your expectations — every single visit. Our highly trained professionals take pride in transforming your space with precision and care.

  • You will receive a transparent, fixed quote based on your property’s size and condition before we begin.
  • If we identify anything on arrival that differs from the booking description, we will discuss it with you before starting work.
  • If any aspect of our service falls short of the standard promised, we will return to address it promptly under our Satisfaction Guarantee.

Where our service does not meet expectations, our Satisfaction Guarantee and Bond Back Guarantee (detailed below) set out the specific commitments we make to you.

If, upon attending your property, our team identifies a material difference between the condition described at the time of booking and the actual condition on the day, we will reach out before commencing any work to discuss options. In circumstances where we cannot contact you, our team will proceed on a reasonable best-efforts basis.

2. CLIENT RESPONSIBILITIES

Because Royal Glow provides complimentary upfront quotes to clients across Sydney each day, a physical pre-inspection is not always possible before your booking is confirmed. We therefore rely on you to provide accurate details about your property and cleaning requirements — including the property’s size and overall condition, the number of rooms, any specific tasks required, and any factors that may affect the time needed to complete the service.

Accurate information at the time of booking enables us to provide a reliable fixed price, together with the guarantees outlined below.

Should our team arrive and find that the property’s condition or the scope of work materially differs from what was described, we will contact you prior to commencing to discuss any necessary changes. Where we are unable to make contact, the service will proceed on a best-efforts basis.

3. ROYAL GLOW SATISFACTION GURANTEE

We stand behind every clean we deliver. Our 100% Satisfaction Guarantee reflects our genuine commitment to your experience with us. If you are not fully satisfied with the result, we will work with you until we get it right.

How to raise a concern:

  • Phone us on 1300 310 070 within 48 hours of your clean and describe the specific areas of concern.
  • Photographic evidence of affected areas may be requested before we schedule a return visit.
  • Our team will arrange a no-cost return visit to address the identified concerns, typically within 48 hours of notification.
  • Return visits must be requested and scheduled within 7 business days of the original service to remain eligible under this guarantee.

If, following the return visit, concerns remain unresolved, Royal Glow will review the matter and — where we are unable to adequately address it — issue a fair credit or refund

This guarantee does not apply where:

  • A service type was booked incorrectly (e.g. a deep clean requested as a standard clean).
  • An end-of-lease clean was booked under a deep cleaning category.
  • A builders clean was requested under an hourly-rate booking.
  • Service disruption occurred for reasons outside our control, such as no power, no water, or restricted property access.

This guarantee does not entitle you to:

  • Complimentary cleaning services requested outside the 7-business-day return window.
  • A cash payment as a substitute for a return clean within the eligible period.
  • Free additional services or upgrades in lieu of a re-clean.

4. BOND BACK GURANTEE

Our Bond Back Guarantee applies exclusively to end-of-lease (bond) cleans. It reflects our commitment to helping you secure the return of your rental bond. If your property manager or real estate agent raises cleaning concerns following our service, we will address them at no additional cost to you.

Steps to activate this gurantee:

  • Notify us within 48 hours of your clean by emailing details of your property manager’s concerns.
  • Provide photographs of the reported areas and a copy of the agent’s inspection report if requested.
  • We will arrange a no-cost return visit to address the reported items. This visit will be completed within 5 business days of the initial report, subject to access availability.
  • You must provide reasonable, timely access to the property to enable the return service.
  • If concerns persist after our return visit, we will review them and provide a fair credit or refund where we are unable to resolve the matter.

This guarantee does not apply to:

  • Bookings placed in an incorrect service category.
  • Furnished properties.
  • End-of-lease cleans booked under the deep clean category.
  • End-of-lease cleans engaged on an hourly-rate basis.
  • Builders cleans booked as hourly-rate services.
  • Situations where service was hindered by factors outside our control (e.g. no power, no water, restricted access).

This guarantee does not entitle you to:

  • Complimentary cleaning beyond the 7-business-day return window.
  • A monetary payment in place of a return clean within the eligible period.

5. GENERAL POLICIES & PROCEDURES

Royal Glow Cleaning Services provides professional residential and commercial cleaning solutions across Sydney — including the CBD, Inner West, Eastern Suburbs, Lower North Shore, Northern Beaches, South Western Sydney, and Greater Western Sydney. Our services include House Cleaning, Bond (End-of-Lease) Cleaning, Commercial Cleaning, Office Cleaning, Retail Cleaning, and Gym Cleaning.

5.1 How Our Services Are Priced

Most Royal Glow services are booked on an hourly basis, where you select the number of hours and our team works through as many tasks as can be completed within that time. For properties or jobs where the size and condition make an hourly estimate difficult to gauge upfront, clients may request an inspection so that we can assess the scope in person and provide a fixed quote before work begins.

Hourly Bookings

When booking by the hour, you select the number of hours you require and our team will work through your priority tasks for that duration. The service concludes when the agreed time is reached, regardless of whether all tasks have been completed. We rely on you to select a realistic number of hours based on the size and condition of your property — if you are unsure, our team is happy to advise before you book.

Additional hours may be added on the day, subject to team availability, and will be charged at the applicable rate. Hourly bookings are not eligible for a Satisfaction Guarantee re-clean where tasks were left incomplete solely because insufficient hours were booked.

Inspection-Based (Fixed-Quote) Bookings:

For larger, more complex, or specialised jobs — where the size and condition of the property make an accurate hourly estimate difficult — clients may request an inspection. One of our team will attend the property to assess the scope of work in person, after which a fixed quote will be provided. This quote is based on the property as observed during the inspection and covers the agreed task list in full.

Under a fixed quote, the price is tied to the agreed scope of work rather than the time spent on site. Our team will complete all listed tasks to our quality standard, and the number of cleaners or hours on site may vary. This model is most common for end-of-lease (bond) cleans, large commercial premises, and jobs with specific or detailed requirements. Fixed-quote bookings are fully eligible for our Satisfaction Guarantee and, where applicable, our Bond Back Guarantee.

For any questions about which option suits your needs, or to request an inspection, contact our team on 1300 310 070 or via royalglow.com.au.

5.2 Minimum Service Standards
  • A minimum service equivalent to two hours of professional effort applies to all residential cleaning bookings.
  • End-of-lease (bond) cleans and all commercial cleaning services are quoted and delivered on a fixed-price basis, according to the agreed scope of work.
5.3 Arrival Walkthrough

Upon arriving at your property, our team will conduct an initial walkthrough to review the service scope. If you are present, you are welcome to accompany our team. If any adjustments are needed — such as changes to the task list or additional time required — we will discuss these with you before proceeding.

5.4 Workplace Health & Safety

Royal Glow is committed to the safety and wellbeing of both our clients and our team members. If at any time a member of our team considers the environment unsafe — whether due to physical hazards, the condition of the property, or any other factor — they are instructed to vacate the premises immediately. In such circumstances, the full fee for the booked service remains payable.

If our team is directed to carry out any task that is illegal or poses a safety risk, they will exit the property without delay. The full service fee will apply.

Our team does not move or lift heavy, fixed, or bulky items (including furniture, white goods, or bookshelves) inside or outside the property. We also do not access heights requiring more than a standard two-step ladder. If you need areas behind large appliances or furniture cleaned, please move these items prior to our arrival.

For specialist cleaning requirements, please speak with our office on 1300 310 070.

5.5 Pet Policy

We love animals, but for the safety and comfort of our team, we ask that all pets (other than registered service animals) be kept secured, outdoors, or in a room that will not be accessed during the clean.

Please note: our team does not clean animal waste, litter trays, or dedicated pet areas.

5.6 Smoke-Free Environment

To protect the health and comfort of our team, we kindly ask that all occupants refrain from smoking inside the property while our team is present. We also ask that you open all available windows and doors at least one hour before your scheduled service to allow thorough ventilation. We appreciate your cooperation.

5.7 Public Holiday Closures

Royal Glow does not operate on gazetted NSW public holidays. If your regular service falls on a public holiday, please contact us as early as possible to arrange an alternative date. We will always do our best to accommodate you, though availability cannot be guaranteed.

Our offices are closed on the following NSW public holidays: New Year’s Day, Australia Day, Good Friday, Easter Monday, Anzac Day, King’s Birthday, Labour Day, Christmas Day, and Boxing Day.

5.8 Right to Decline or Discontinue Service

Royal Glow reserves the right to decline, suspend, or cancel any service at our discretion. Circumstances that may prompt this include:

  • A team member feeling threatened, unsafe, or subjected to inappropriate behaviour.
  • The team being unable to complete the agreed scope within the allocated service window.
  • The property’s condition differing materially from the description provided at booking.
  • The service requested differing materially from what was described at booking.

For questions about these policies, contact us via email at [email protected]

6. BOOKINGS & SCHEDULING

6.1 Scheduling

Bookings are confirmed in the order they are received. For clients on a recurring service schedule, appointments will be maintained at the same time and day for each visit unless you notify us of any changes in advance.

6.2 Fixed-Price Structure

Our pricing is based on a fixed-rate model determined by the size and described condition of your property. We reserve the right to adjust the quoted price if, upon arrival, we find that the property is substantially larger, in a significantly different condition, or contains additional challenges (such as excess pet hair) that were not communicated at the time of booking.

6.3 Arrival Windows

To account for traffic, parking, and other unforeseen delays, we schedule services within a one-hour arrival window (for example, 8:00am–9:00am or 1:00pm–2:00pm). If our team is running behind schedule, we will contact you as promptly as possible.

6.4 Property Access & Lock-Outs

If you will not be present during the service, please provide detailed entry instructions and any alarm codes in advance. If our team arrives and is unable to access the property, a full service cancellation fee may be applied.

6.5 Site Accessibility

Please ensure that our team has unobstructed access to all areas to be cleaned, along with working electricity and running water. Pets and children should be supervised to avoid interruptions to the service. If our team arrives and is unable to complete the service due to an access issue or interruption, an attendance fee of $50 may be charged to cover travel costs.

6.6 Key Policy

Royal Glow does not retain or take custody of client property keys. We cannot accept responsibility for any keys handed to a team member, and we are unable to track or retrieve keys provided directly to our staff. We recommend using a secure key lockbox for keyless property access. Entry instructions and alarm codes may be added to your booking notes or communicated to our office directly.

6.7 Parking

Our team requires a suitable parking space within reasonable proximity to the property entrance. In areas where paid parking is the only option — particularly in CBD locations — we will seek your agreement before incurring parking costs, which will then be added to your invoice. If no suitable parking is available and no prior arrangement has been made, we reserve the right to reschedule the service.

7. PAYMENTS & FEES

7.1 Payment Methods & Timing

We accept Visa, Mastercard, and American Express. A pre-authorisation hold equal to the total service amount will be placed on your card at 6:00am on the day of your booking. Your card will not be debited until the service is completed that evening.

Royal Glow reserves the right to cancel any booking where a pre-authorisation hold cannot be successfully placed. Full payment is required either before the service commences or immediately upon completion — before our team departs the property. A late payment administration fee of $25 may apply where payment is not received within this timeframe.

7.2 Account Customers

Commercial or account-based clients must be formally approved before any service is rendered.

Account customers agree that where payment in full has not been received within the terms specified on the invoice, a late payment fee of $50 will apply for the first month of non-payment. Thereafter, a fixed interest rate of 10% per annum will accrue on the outstanding balance for every 3-day period that the amount remains unpaid.

Where an overdue account is referred to a debt collection agency, legal representative, or the NSW Civil and Administrative Tribunal (NCAT), the client will be liable for all recovery costs, including collection commissions, legal demand costs, court filing fees, and any other costs reasonably incurred in recovering the debt.

7.3 Overdue Invoices (Standard Clients)

Unless otherwise agreed in writing, all invoices are due and payable within 7 calendar days of the invoice date. A daily late fee of $10 will be charged for each day the invoice remains unpaid beyond this period.

Interest will accrue on overdue accounts at a rate of 13% per annum, calculated from the invoice due date until the date of payment in full.

Where recovery action becomes necessary, the client accepts liability for all associated costs, including commission on collection, legal demand fees, and other expenses incurred to recover the debt.

8. CANCELLATIONS & RESCHEDULING

All booking changes, including cancellations and rescheduling requests, must be submitted at least 24 hours before the scheduled service commencement time. Requests made inside the 24-hour window may attract a cancellation fee to offset the impact on our team’s earnings and schedule.

Where a cancellation or rescheduling request is received on the day of the scheduled service, a 100% cancellation fee will apply. If our team attends the property and no cancellation request has been received, the full service fee will be charged regardless.

A pattern of repeated cancellations may result in Royal Glow suspending or terminating your service arrangement at our discretion.

Any attempt to use threats of negative reviews, legal proceedings, or reputational harm to obtain a refund of a legitimately charged cancellation fee will be treated as a serious matter and documented for use in any subsequent civil proceedings.

8.1 Feedback & Negative Reviews

If you have a concern with our service, we ask that you contact us directly and allow 7 business days for resolution before posting any negative feedback on public platforms such as Google, Facebook, or any other review site. We are committed to resolving all complaints promptly and fairly.

9. SAFETY, BREAKAGES & LIABILITY

9.1 Team Member Safety

Every Royal Glow team member has the right to work in a safe and respectful environment. If a team member considers themselves to be at risk — due to the condition of the property, the behaviour of an occupant, or any other hazard — they are authorised to cease work and leave the premises immediately. In such circumstances, the full service fee applies.

Similarly, if a team member is asked to perform a task that is illegal, dangerous, or contrary to these Terms & Conditions, they will leave the property and the full fee will be charged.

9.2 Breakages & Loss

Our team takes great care while working in your property. In the event of a breakage, damage, or loss attributable to our service, you must notify Royal Glow within 48 hours of service completion, via phone or email, with a photograph and an estimated cost of repair or replacement.

Upon receipt of a valid claim, Royal Glow will take reasonable steps to repair or replace the affected item. We reserve the right to engage qualified contractors to carry out any necessary repairs and to coordinate payment directly with those contractors.

Royal Glow is not liable for:

  • Damage consistent with normal wear and tear or age-related deterioration.
  • Damage resulting from items that were improperly assembled, mounted, or constructed prior to our visit.
  • Any breakage or damage that occurs because our team was instructed to act contrary to these Terms & Conditions.
9.3 Biological Hazards

Materials classified as biohazards or blood-borne pathogens — including human and animal waste, blood, vomit, mucous, and medical sharps — fall outside the standard scope of our cleaning services. Our team will clean around any such materials as best they can and will notify you of their presence. Where a biohazard poses an unacceptable safety risk to our team, we reserve the right to suspend or cancel the service.

9.4 Hoarding or Extreme Conditions

If the condition of your property is assessed as exceeding the scope covered by our standard cleaning packages — for example, in cases of severe hoarding or extreme accumulation — our team may decline to proceed or may revise the service fee to reflect the additional effort required. Where service is refused due to conditions not disclosed at booking, a $100 attendance fee applies to cover travel costs incurred.

9.5 Unsecured Animals

Royal Glow reserves the right to decline entry or reschedule a service where unsecured animals present a risk to our team. Our team is instructed not to enter any property where they have reasonable grounds to believe an animal could pose a threat — particularly where the usual occupants are absent. A full service cancellation fee may be charged in such circumstances.

9.6 Severe Weather

In the event of severe or dangerous weather conditions, Royal Glow may cancel or reschedule a service where travel or on-site work would pose a safety risk to our team. We will not be held liable for any loss or inconvenience resulting from a weather-related cancellation.

9.7 Force Majeure & Unforeseen Circumstances

Situations outside our reasonable control — such as road accidents, emergency traffic conditions, medical emergencies, or other unforeseeable events — may necessitate the cancellation or rescheduling of your service at short notice. Royal Glow accepts no liability for any outcome or loss arising from such circumstances, and will work with you to find the earliest suitable alternative appointment.

9.8 Staff Non-Solicitation

Considerable time, expense, and resources are invested in recruiting, vetting, and training our team members. As a condition of using our services, you agree not to directly engage or employ any Royal Glow team member, either on a one-off or ongoing basis, without first paying Royal Glow a referral fee of $5,000. This fee is due immediately upon any direct engagement of a Royal Glow employee, irrespective of the nature or duration of that engagement.

10. INSURANCE & PUBLIC LIABILITY

Royal Glow Cleaning Services maintains current Public Liability Insurance and Workers’ Compensation Insurance in accordance with NSW legislative requirements. These policies cover our team members and provide protection for clients in the event of property damage or personal injury attributable to our services.

Proof of current insurance coverage is available upon request. contact us via email at [email protected]

Our liability to you for any claim arising from the provision of our services is limited to the value of the service engaged. We are not liable for indirect, consequential, or incidental losses unless such liability cannot be excluded under Australian Consumer Law.

11. PRIVACY & DATA PROTECTION

Royal Glow Cleaning Services collects personal information (including your name, contact details, property address, and payment information) solely for the purpose of providing and improving our cleaning services. We handle all personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We do not sell, rent, or disclose your personal information to third parties, except where required to deliver the service (e.g. payment processing), where required by law, or with your explicit consent.

You have the right to access, correct, or request deletion of the personal information we hold about you. To exercise these rights or to raise a privacy concern, contact us via email at [email protected]

12. PRICING, GST & ADDITIONAL CHARGES

All prices quoted by Royal Glow are inclusive of GST (Goods and Services Tax) as required under A New Tax System (Goods and Services Tax) Act 1999 (Cth), unless otherwise stated. Tax invoices are available upon request.

Royal Glow reserves the right to review and adjust its service pricing periodically. Where a price increase affects a recurring client, we will provide at least 7 days’ written notice before the revised rate applies.

Additional charges may apply for services outside the standard scope, including (but not limited to):

  • Excess clutter, hoarding conditions, or undisclosed property state.
  • Additional task requests made on the day of service.
  • Paid parking costs incurred with client approval.
  • After-hours or weekend service loadings, where applicable.

13. CLEANING PRODUCTS & EQUIPMENT

Royal Glow supplies all cleaning products and professional-grade equipment required to perform our services. All products used comply with relevant Australian safety standards and are appropriate for standard residential and commercial surfaces.

If you have specific surface sensitivities, allergies, or product preferences, please advise us prior to your booking so that we may make appropriate arrangements.

Where a client requests the use of their own cleaning products, Royal Glow accepts no liability for any damage to surfaces or property resulting from the use of those client-supplied products.

14. DISPUTE RESOLUTION

If a dispute arises in connection with these Terms & Conditions or a service provided by Royal Glow, both parties agree to the following resolution process:

  • Step 1 — Contact: The aggrieved party must notify Royal Glow in writing of the dispute, providing sufficient detail to allow us to assess the issue.
  • Step 2 — Resolution Period: Royal Glow will respond within 7 business days with a proposed resolution.
  • Step 3 — Mediation: If the dispute remains unresolved after the initial response, both parties agree to attempt resolution through a mutually agreed mediator before commencing any legal proceedings.
  • Step 4 — Legal Action: If mediation is unsuccessful, either party may pursue the matter through the NSW Civil and Administrative Tribunal (NCAT) or a court of competent jurisdiction.

15. TERMINATION OF RECURRING SERVICES

Either party may terminate an ongoing or recurring cleaning arrangement by providing a minimum of 7 calendar days’ written notice. Notice may be given by email or by phone with written confirmation.

Royal Glow reserves the right to immediately terminate a recurring service arrangement — without notice — in circumstances including (but not limited to): repeated late payment, repeated cancellations, unsafe conditions, or abusive or threatening behaviour directed at our team.

16. AUSTRALIAN CONSUMER LAW

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a re-performance of services that are not provided with due care and skill, or a refund for a major failure.

Nothing in these Terms & Conditions is intended to exclude, restrict, or modify any right or remedy you may have under the ACL or any other applicable legislation that cannot lawfully be excluded. Where any clause in these Terms & Conditions is inconsistent with the ACL, the ACL will prevail to the extent of the inconsistency.

17. WEBSITE TERMS OF USE

17.1 Acceptance of Terms

Access to and use of royalglow.com.au constitutes your acceptance of these website Terms of Use and all applicable laws and regulations. If you do not agree with these terms, you must not access or use this website. All content on this website is protected by applicable copyright and trade mark laws.

17.2 Permitted Use Licence

You are granted a limited, non-exclusive, non-transferable licence to access and view a single copy of the materials available on royalglow.com.au for personal, non-commercial purposes only. This licence does not constitute a transfer of title. Under this licence, you must not:

  • Reproduce, modify, or adapt any content from the website.
  • Use any content for commercial purposes or public display.
  • Attempt to reverse-engineer or decompile any software on the website.
  • Remove any copyright, trade mark, or proprietary notices from any materials.
  • Distribute or mirror any materials on another server or platform.

This licence terminates automatically if you breach any of these conditions and may be revoked by Royal Glow at any time. Upon termination, you must destroy all downloaded materials in your possession.

17.3 Disclaimer

All materials on royalglow.com.au are provided on an “as is” basis. Royal Glow makes no warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement of third-party rights. Royal Glow does not warrant that the website materials are accurate, complete, or current, or that any linked site is free from defects.

17.4 Limitation of Liability

To the maximum extent permitted by law, Royal Glow and its suppliers will not be liable for any loss or damage (including loss of data, loss of profit, or business interruption) arising from your use of — or inability to use — this website, even if we have been advised of the possibility of such loss. Some jurisdictions do not permit limitation of liability; in such cases, these limitations may not apply to you.

17.5 Third-Party Links

This website may contain links to external websites. Royal Glow has not reviewed the content of all linked sites and is not responsible for their content or accuracy. The inclusion of a link does not imply endorsement by Royal Glow. You access linked websites at your own risk.

17.6 Modifications to Website Terms

Royal Glow may update these Website Terms of Use at any time without prior notice. Continued use of this website following any update constitutes your acceptance of the revised terms.

17.7 Governing Law

All claims relating to royalglow.com.au or the services provided by Royal Glow Cleaning Services are governed by the laws of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales.

18. CONTACT US

For any questions, concerns, or feedback regarding these Terms & Conditions or our services, please reach out to us:

Royal Glow Cleaning Services

Email:  [email protected]

Website:  royalglow.com.au

Hours:  Monday – Saturday, 8:30am – 5:30pm

Service Area:  Sydney, New South Wales