Last updated: Sept 7, 2026

These Terms & Conditions govern the use of the MateWorks website and the booking and provision of cleaning services by mateworks.au

By making a booking through the MateWorks website, you acknowledge that you have read, understood and agreed to these Terms & Conditions.

1. About MateWorks

MateWorks provides professional cleaning services in Melbourne, Victoria, including:

Residential Cleaning
End of Lease / Bond Cleaning
Commercial Cleaning

Our business address is:

104 Wattletree Street, Craigieburn, VIC 3064, Australia

For general enquiries and assistance:

Phone: +61 422 837 827

You may also contact us through the contact form available on our website.

2. Services

MateWorks provides one-off and recurring cleaning services.

The services, prices, inclusions and available add-ons displayed on the website may vary depending on the selected service, property requirements and other relevant circumstances.

Cleaning durations shown or communicated by MateWorks are estimates and may vary depending on factors including the property type, size, layout, condition and level of dirt or cleaning required.

A quoted or displayed service duration does not guarantee that every property will require the same amount of time.

3. Booking and Acceptance

Customers may make bookings through the MateWorks website.

A booking request does not necessarily mean that the appointment has been finally approved. Appointment status may depend on successful payment and the booking status assigned by MateWorks.

For non-recurring bookings, the required payment must generally be completed for the appointment to proceed.

For recurring bookings, the payment for the first appointment must be completed before the booking can be approved.

The payments for subsequent recurring appointments are handled separately through the customer’s customer panel.

The customer panel access link is provided through the appointment confirmation email.

MateWorks may decline, cancel or otherwise manage a booking where there are reasonable or unavoidable circumstances preventing the service from being provided.

4. Recurring Appointments

Customers may book eligible services on a recurring basis where the recurring option is available.

For recurring bookings:

The first appointment must be paid before the booking can be approved.
Subsequent appointments are paid separately.
Customers can access the customer panel using the link provided in their appointment confirmation email.
Outstanding payments for subsequent appointments must be completed through the available payment process.
An appointment that remains unpaid may remain pending and may subsequently be rejected or cancelled.
Customers must manage recurring appointments in accordance with the cancellation and rescheduling requirements in these Terms & Conditions.

Recurring service extras

Selected extras and add-ons apply to the appointment for which they are selected unless otherwise expressly stated.

Where a customer selects an extra while creating a recurring booking, the extra is intended to apply to the initial appointment only and does not automatically recur with subsequent appointments.

The payment for an extra selected for the initial appointment is included in the payment required for that appointment.

Customers should only select an extra if they require that extra to be performed for the applicable appointment.

5. Appointment Changes

MateWorks does not ordinarily change a customer’s appointment time without a reasonable operational reason.

If a customer needs to change an appointment, the customer may:

use the customer panel through the link provided in the appointment confirmation email; or
contact MateWorks directly.

Where an appointment change is requested, it is subject to the available scheduling options.

MateWorks may make changes where reasonably necessary due to circumstances outside its control. Where this occurs, MateWorks will communicate with the customer and work to provide a reasonable alternative where possible.

6. Cancellation Policy

Customers may cancel an appointment by using the customer panel or by contacting MateWorks.

Customers should provide at least 24 hours’ notice before the scheduled appointment.

A customer cannot ordinarily cancel an appointment through the normal cancellation process once the appointment is within the 24-hour cancellation period.

Where an appointment is cancelled in accordance with the applicable cancellation period, any refund will be handled in accordance with the payment and refund provisions of these Terms & Conditions and applicable law.

No separate cancellation fee is charged by MateWorks for cancellations made in accordance with the applicable cancellation requirements.

Nothing in this section limits any rights a customer may have under the Australian Consumer Law.

7. Rescheduling Policy

Customers may request to reschedule an appointment through the customer panel or by contacting MateWorks.

Customers should request a reschedule at least 24 hours before the scheduled appointment.

No separate rescheduling fee is charged by MateWorks.

Rescheduling is subject to available appointment times.

MateWorks does not guarantee that the customer’s preferred replacement time will be available.

Requests made within 24 hours of an appointment may not be accepted through the normal rescheduling process.

Nothing in this section limits any rights available to customers under applicable Australian law.

8. End of Lease / Bond Cleaning

End of Lease / Bond Cleaning services are intended to provide a thorough cleaning of the property in preparation for an end-of-lease inspection.

The exact cleaning duration and work required may vary depending on:

property type;
property size;
layout;
condition;
level of dirt;
furniture and contents; and
the additional work required at the property.

Additional charges may apply where the quantity or type of furniture requires additional cleaning work.

Bond-back / re-clean requests

MateWorks aims to provide cleaning services to a professional standard; however, MateWorks does not guarantee that an agent or landlord will approve a property as meeting its individual inspection requirements.

Where a customer believes that an area covered by the booked cleaning service has not been adequately cleaned, the customer should contact MateWorks within 24 hours of the service and provide relevant information, including the agent’s inspection report and/or photographs where available.

MateWorks will review the reported issue and, where appropriate, may arrange a reasonable re-clean of the affected area.

A re-clean does not automatically apply to:

areas outside the booked service;
additional work not included in the original booking;
new dirt or damage occurring after the cleaning service;
conditions that were not reasonably visible or accessible at the time of cleaning; or
matters caused by circumstances outside MateWorks’ control.

Any rights available under the Australian Consumer Law remain unaffected.

9. Property Condition and Additional Work

Cleaning prices may vary where the condition, layout, furniture or cleaning requirements of a property differ materially from the information provided during booking.

Some add-ons and additional services may have prices that depend on the property type, layout, quantity, condition or level of dirt and may therefore be listed as POA (Price on Application).

Where additional work is required beyond the booked service and an additional charge applies, MateWorks will seek the customer’s approval before proceeding with that additional charge wherever reasonably practicable.

A customer should provide accurate information about the property when making a booking so that MateWorks can properly assess the service requirements.

Customers are encouraged to remove personal belongings and unnecessary items from areas requiring cleaning before the appointment.

Where reasonably necessary for cleaning, MateWorks may move or remove furniture within the property. Customers should inform MateWorks of any furniture or items that require special handling.

10. Furniture and Additional Charges

End of Lease and other cleaning prices may be affected by the quantity and type of furniture present at the property.

Additional charges may apply where furniture requires additional time, labour or cleaning work.

Where an add-on or service is listed with a fixed price, that price applies subject to the stated service conditions.

Where an add-on is listed as POA, MateWorks will determine the applicable price based on the relevant property and service requirements.

Where an additional charge is required, MateWorks will seek customer approval before carrying out the additional chargeable work wherever reasonably practicable.

11. Property Access

The customer must ensure that MateWorks can access the property at the scheduled appointment time.

The customer must be present at the property or otherwise ensure that a suitable person is available to provide access.

If MateWorks cannot access the property at the scheduled time, the appointment may be cancelled.

Where access cannot be provided because of the customer’s failure to provide access, MateWorks may treat the appointment as cancelled by the customer.

Customers should ensure that:

access arrangements are clear before the appointment;
gates, doors and other access points can be opened;
any required keys, codes or access instructions are available; and
any person required to provide access is available at the agreed time.

MateWorks is not responsible for delays or inability to provide the service caused by the customer failing to provide reasonable property access.

12. Customer Responsibilities

Customers are responsible for providing accurate and complete information relevant to the requested cleaning service.

Customers should:

provide appropriate access to the property;
provide accurate information about the property and cleaning requirements;
remove or secure valuable, fragile or highly sensitive belongings;
secure pets where reasonably necessary;
inform MateWorks of known hazards or unusual conditions;
ensure electricity and running water are available where required for the cleaning service;
provide reasonable parking or access arrangements where necessary; and
inform MateWorks of any special instructions relevant to the property.

Customers should not leave valuable, fragile or irreplaceable belongings in areas where cleaning work will take place without taking appropriate precautions.

13. Cleaning Limitations

MateWorks provides cleaning services according to the selected service and the conditions of the property.

Cleaning results may be affected by factors including the age, material, condition and existing damage of surfaces and fixtures.

MateWorks will use reasonable care and skill when providing its services.

Certain stains, marks, damage, deterioration, built-up dirt or other conditions may not be completely removable without damaging the underlying surface.

Customers acknowledge that cleaning cannot restore damaged, worn, deteriorated or permanently stained materials to a new condition.

Where a requested cleaning task presents an unreasonable risk of damage or safety concern, MateWorks may decline or modify that particular task.

Nothing in these Terms & Conditions excludes or limits any consumer guarantee or other right that cannot legally be excluded under Australian law.

14. Electricity, Water and Utilities

Customers must ensure that the property has the electricity and running water reasonably required to perform the booked cleaning service.

If required utilities are unavailable and this prevents MateWorks from reasonably providing the service, the appointment may be delayed, modified or cancelled.

15. Pets

Customers must inform MateWorks if pets are present at the property.

Customers are responsible for securing pets where necessary to allow cleaners to safely and effectively perform the service.

MateWorks may request that pets be kept in a secure area during cleaning where reasonably necessary.

MateWorks is not responsible for pets that escape because the customer has failed to properly secure them or provide appropriate instructions.

16. Pricing

Prices displayed on the MateWorks website are based on the information and service requirements available at the time of booking.

Certain services may have additional charges depending on:

furniture quantity and type;
property layout;
property condition;
level of dirt;
additional cleaning requirements; or
requested add-ons and additional services.

Where an add-on has a fixed displayed price, the applicable price will be shown during the booking process.

Where pricing depends on the property or required work, the service may be listed as POA.

MateWorks will seek customer approval before proceeding with additional chargeable work wherever reasonably practicable.

17. Extras and Add-ons

Extras and add-ons are optional services that may be selected in addition to the main cleaning service.

The applicable extra charge is included in the payment amount when the customer selects the extra.

Customers should carefully review their selected extras before completing payment.

For recurring bookings, selected extras are intended to apply to the applicable initial appointment and do not automatically recur for subsequent appointments unless expressly stated otherwise.

18. Payment

Payments are processed through the payment methods made available through the MateWorks booking system.

MateWorks currently uses Stripe as a payment processing provider.

For non-recurring appointments, the required booking payment must be completed before the appointment is approved.

For recurring bookings, the first appointment payment must be completed before the initial booking is approved. Subsequent recurring appointments are paid separately through the customer panel.

Customers are responsible for ensuring that required payments are completed by the applicable due time.

An unpaid appointment may remain pending and may subsequently be rejected or cancelled.

Payment processing is subject to the terms and conditions of the applicable payment provider.

19. Stripe Payments and Refund Processing

Payments made through Stripe are processed in accordance with Stripe’s payment-processing systems and applicable payment method requirements.

Where a refund is approved by MateWorks or required under applicable law, the refund will normally be processed through the applicable payment method.

The time required for a refund to appear in a customer’s account may depend on the payment method, financial institution and payment provider.

Stripe’s applicable fees and refund rules may apply to payment transactions. MateWorks does not manually charge customers a separate Stripe refund fee unless such a charge is expressly permitted, disclosed and applicable.

Where Stripe does not return certain original processing, Connect or currency-conversion fees, this does not by itself determine whether a customer is legally entitled to a refund or other remedy.

20. Refunds

A customer may request a refund where an appointment is cancelled in accordance with the applicable cancellation requirements or where a refund is otherwise approved by MateWorks.

Where a customer cancels at least 24 hours before the scheduled appointment, MateWorks will assess the applicable refund in accordance with the booking terms and applicable law.

Refunds may take approximately 24–48 hours or longer to appear, depending on the payment provider and financial institution.

Refunds are subject to the applicable payment method and any rights or remedies available under Australian Consumer Law.

Where MateWorks is unable to provide a service, MateWorks will work with the customer to provide an appropriate solution, which may include rescheduling, cancellation or refund where applicable.

21. Damage and Liability

MateWorks will take reasonable care when providing cleaning services.

Customers must inform MateWorks before the appointment of any fragile, valuable, delicate or unusual items that require special care.

Customers are responsible for securing valuables and informing MateWorks of relevant risks or special handling requirements.

MateWorks is not responsible for pre-existing damage, deterioration, defects, weakened materials or conditions that were not caused by MateWorks.

Where damage is alleged to have been caused during a cleaning service, the customer should notify MateWorks as soon as reasonably possible and provide photographs and relevant information where available.

MateWorks will review reported damage fairly and reasonably.

Nothing in these Terms & Conditions excludes liability that cannot legally be excluded or limits a customer’s rights under the Australian Consumer Law.

22. Customer Property and Valuables

Customers should remove or securely store valuable, fragile, sentimental or irreplaceable items before the cleaning service.

Where a customer asks MateWorks to clean around or handle delicate items, the customer should provide appropriate instructions before the service begins.

MateWorks may decline to handle an item where it reasonably considers that handling the item creates an unreasonable risk of damage.

23. Complaints

Customers should contact MateWorks as soon as possible if they have concerns about a cleaning service.

Complaints may be submitted through:

the MateWorks website contact form; or
+61 422 837 827

Customers should report service-related issues within 24 hours where reasonably possible and provide photographs or other relevant information where appropriate.

MateWorks will review complaints and seek to resolve genuine service concerns fairly and reasonably.

Where a service problem can reasonably be rectified, MateWorks may offer an appropriate remedy, including a re-clean of the affected area where appropriate.

This complaints process does not restrict any rights a customer may have under applicable Australian law.

24. Recurring Booking Cancellation and Payment

Customers may cancel recurring appointments through the customer panel or by contacting MateWorks.

Customers should provide at least 24 hours’ notice before the relevant appointment.

Customers are responsible for ensuring that payments for recurring appointments are completed when due.

If a recurring appointment remains unpaid, the appointment may remain pending and may subsequently be rejected or cancelled.

MateWorks does not ordinarily modify recurring appointment dates or times at the customer’s request. Customers may manage their own recurring appointments through the customer panel, subject to the available functionality and the applicable cancellation and rescheduling periods.

25. Customer Panel

Customers can use the customer panel to manage eligible bookings and complete outstanding payments for recurring appointments.

The customer panel access link is provided through the appointment confirmation email.

Customers are responsible for keeping access to their customer panel secure and should not share their access link with unauthorised persons.

If a customer cannot access the customer panel, they should contact MateWorks for assistance.

26. Website Content and Reviews

Customers may use the MateWorks website to view service information and make bookings.

MateWorks may display customer reviews on its website for the purpose of presenting customer feedback about its services.

Customer reviews displayed on the MateWorks website will not intentionally be used by MateWorks on third-party platforms or for unrelated purposes.

Customers should not submit unlawful, misleading, defamatory, abusive or infringing content through the website.

MateWorks may remove content that is unlawful, inappropriate, misleading, offensive or otherwise unsuitable for publication.

27. Website Availability

MateWorks aims to keep its website and booking system available and functional but does not guarantee uninterrupted or error-free availability.

Website availability may be affected by maintenance, technical problems, hosting issues, payment-provider interruptions, internet connectivity or circumstances outside MateWorks’ reasonable control.

Where a technical issue affects a booking or payment, customers should contact MateWorks for assistance.

28. Events Outside Our Reasonable Control

MateWorks will not be responsible for delays or inability to provide a service where caused by circumstances reasonably outside its control.

Such circumstances may include severe weather, emergencies, accidents, road closures, government restrictions, utility failures, property access problems, unexpected safety issues or other circumstances that could not reasonably have been prevented.

Where reasonably possible, MateWorks will communicate with affected customers and seek an appropriate solution.

29. Australian Consumer Law

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any right, guarantee, remedy or liability that cannot legally be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.

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

For major failures with a service, you may have the right to:

cancel your service contract; and
receive a refund for the unused portion, or compensation for its reduced value.

You may also be entitled to compensation for other reasonably foreseeable loss or damage.

Where a failure does not amount to a major failure, you may be entitled to have the problem rectified within a reasonable time and, if it is not rectified, to cancel the service contract and obtain a refund for the unused portion.

These rights operate in addition to any policies set out in these Terms & Conditions.

30. Governing Law

These Terms & Conditions are governed by the laws applicable in Victoria, Australia.

Any dispute will be subject to the applicable courts and tribunals having jurisdiction in Victoria, subject to any mandatory rights available to the customer under Australian law.

31. Changes to These Terms & Conditions

MateWorks may update these Terms & Conditions from time to time to reflect changes to its services, booking processes, payment methods, website functionality or legal requirements.

The latest version will be published on the MateWorks website.

Changes will not remove or restrict rights that customers have under applicable law.

32. Agreement to These Terms & Conditions

By making a booking through the MateWorks website, the customer confirms that they have read and agree to these Terms & Conditions.

The Terms & Conditions form part of the agreement between the customer and MateWorks for the provision of the booked services.

If you do not agree to these Terms & Conditions, you should not proceed with the booking.

33. Contact MateWorks

For questions about these Terms & Conditions, bookings, cancellations, rescheduling or cleaning services, contact:

MateWorks
104 Wattletree Street
Craigieburn, VIC 3064
Australia