Cleano Legal Policies
Draft for business verification and Australian legal review. Prepared 21 October 2026. Not yet effective. Operator identification, data practices, security and booking acceptance require completion before publication as final policies. These drafts do not certify compliance or guarantee protection from lawsuits.
Read the full Markdown drafts. The sections below summarise those drafts; the full drafts must be reviewed and approved together before use as contract terms.
Terms of Service
Services, eligibility and booking
Cleano provides residential and commercial cleaning through its cleaners in Australia. The accepted quote defines the property, tasks, price, frequency and schedule. A free quote request is not a booking. A contract forms when a customer aged 18 or older accepts the quote after receiving the applicable terms and cancellation policy. A 50% bank-transfer deposit secures the booking slot; the balance is due on completion. Additional work or price changes require prior agreement.
Customers must be authorised to arrange access, provide accurate information and disclose relevant hazards safely. Cleano may decline unsafe, unlawful or out-of-scope work, explaining any impact on the booking and prepayments. Cleano does not guarantee a landlord's decision, bond recovery or permanent stain removal unless expressly agreed. Consumer guarantees are unaffected.
Accounts and acceptable use
The current website has no customer account registration. Account creation, credential security and termination rules must be supplied before any account feature launches. Do not impersonate others, attack the site, upload unlawful material or misuse its services. Cleano may restrict abusive or unlawful website use without removing existing service obligations or statutory remedies.
Intellectual property
Cleano retains the rights it owns in its branding, text, design and code. Third-party rights and licences remain intact. Visitors may use the site for legitimate enquiries and bookings, not unauthorised commercial copying or implied affiliation. AI-generated images may not attract copyright or exclusive ownership; no greater right is asserted than the law permits.
Warranties and liability
The informational website is provided as available without additional uninterrupted-operation warranties, only to the extent lawful. Cleaning must still meet applicable consumer guarantees, including due care and skill. Nothing excludes or restricts non-excludable rights, guarantees, remedies or liabilities under the Australian Consumer Law or other applicable law.
Only where lawful and fair, website-use liability outside protected rights is limited to foreseeable direct loss and the amount paid for the service giving rise to the claim; indirect, incidental, consequential, exemplary and punitive losses are excluded only where legally effective. The limitation does not cover fraud, wilful misconduct, personal injury, damage caused by lack of due care and skill, or other non-excludable liability. Foreseeable property damage and statutory compensation are not waived.
Misuse claims
Only where lawful and fair, customers are responsible for reasonable, proven third-party losses directly caused by their unlawful or deliberately harmful misuse or supplied material, not Cleano's negligence, unlawful acts or breach. Reasonable notice, mitigation, participation in defence and consent to settlements imposing customer obligations are required. There is no blanket duty to defend Cleano.
Disputes and changes
NSW law governs subject to mandatory protections. Contact info@cleanoservices.com.au or 0434 274 784 to seek resolution. Mediation may be agreed after a dispute arises. There is no mandatory arbitration or class-action waiver. Court, tribunal, regulator and urgent-relief rights remain available; NSW jurisdiction is non-exclusive, subject to mandatory forum rights. Existing bookings retain the accepted terms unless a lawful variation is agreed. Severance of an invalid provision cannot remove consumer protections.
Privacy Policy
Information and purposes
Cleano's form collects names, email/phone, property address, service choices, property details, preferred dates/times, frequency and comments. Communications, quotes, acceptances, complaints, service records and bank-transfer references/amounts may be retained for service administration. The current site has no card checkout. Never submit banking passwords, card credentials, alarm codes, identification documents or health information through the general enquiry form.
Hosting logs may include IP address, browser/device information, time and requested pages; actual settings need verification. After opt-in, GA4 receives page/event, device and online identifier data and may process IP addresses in providing its service. Necessary purposes include responding to enquiries, quoting, cleaning, scheduling, reconciliation, disputes and legal record-keeping.
Legal bases and AI training
Where GDPR/UK GDPR applies, necessary pre-contract/service processing relies on pre-contract steps or contract performance; mandatory records rely on legal obligation; proportionate security, administration and claims may rely on assessed legitimate interests, with balancing and objection rights. Optional analytics/advertising needs applicable choice controls. Consent withdrawal is prospective.
Cleano reports using enquiry information to train a model to improve responses. This is separate from delivering a quote. The provider, dataset, lawful basis, safeguards, retention, transfers and deletion process are unverified. Neither submitting the quote form nor accepting cookies authorises AI training. This unresolved practice must be addressed before finalising this notice; these website controls do not stop backend training.
Recipients and international processing
Enquiries pass through n8n and Google Sheets. Assigned cleaners receive information needed for the job. Hosting, email, banks, advisers and legally authorised recipients may process information for their functions. The exact provider inventory and contracts require verification. Cleano reports Australian and US storage/processing. Supabase is planned, not represented as currently connected.
GA4 is the optional analytics integration. Google Ads, Meta and remarketing are intended but not installed by this consent manager. Off-site advertising disclosures and AI processing have not been audited; no blanket promise of no sale/sharing is made. International transfers require lawful safeguards where applicable, including appropriate agreements and risk review rather than assuming US storage is compliant.
Retention and security
The proposed target for closed, unconverted enquiries is 30 days, not a verified automated deletion process. Financial records generally require at least five years under Australian tax rules; employment, dispute and other records can require longer. Legal holds and service obligations must be respected. Deletion planning must include Sheets, n8n execution logs, email, backups and model copies.
Security controls have not been verified. No encryption-at-rest, MFA, certification or model-deletion guarantee is made. Access controls, authentication, secure transport, backups, processor oversight and incident response require operational work. No system is risk-free.
Your rights and contact
Depending on applicable law, request access, copies/portability, correction, deletion, restriction, consent withdrawal or objection, including applicable marketing objections. Where CCPA/CPRA applies, California rights include knowing categories/specific information, sources, purposes and recipients; correction/deletion; sale/sharing opt-out; limits on qualifying sensitive information use; authorised agents; and freedom from unlawful discrimination.
Contact info@cleanoservices.com.au or 0434 274 784. Verification must be proportionate and secure. Legal retention exceptions will be explained. Applicable GDPR requests generally require a response within one month, with a permitted two-month extension notified during the first month. Applicable CCPA requests generally require acknowledgement within ten business days and response within 45 calendar days, subject to lawful extensions; opt-outs have separate, shorter requirements. These operational processes remain to be verified.
You may complain to the OAIC or another competent regulator where its law applies. No DPO or overseas representative is represented as appointed. Use Cookie settings for browser preferences; it cannot erase past disclosures or change external AI/CRM processing. Material new purposes require an updated notice and any necessary lawful basis or renewed consent. Mere overseas website access does not establish GDPR/CCPA applicability.
Refund and Cancellation Policy
Payment and cancellation
A 50% bank-transfer deposit secures the booking slot; the remaining 50% is due on completion. Cancel by email or phone, identifying the job. Notice is measured against the scheduled start in Sydney local time. At least 24 hours' notice means no cancellation fee and a refund of prepaid cancelled work.
Cancellation less than 24 hours before the start or a no-show may attract up to AUD 70, limited to reasonable unrecovered loss and reduced if costs are avoided or the slot is refilled. It must be disclosed before acceptance. Prepayments are credited against a lawful fee and the balance refunded; there is no double recovery. For recurring services the fee relates only to the affected visit, not all future jobs. Confirm which future visits should stop.
Rescheduling/access issues should be discussed promptly; no extra charge is implied unless agreed in advance, lawful and proportionate. If Cleano cancels, there is no customer cancellation fee: choose a suitable alternative or refund for unprovided work. Exceptional circumstances and mandatory rights must be considered.
Refund rights
A correctly completed service is not ordinarily refundable merely for a change of mind. Completed work and deposits are not automatically non-refundable where consumer guarantees fail. Depending on the failure, remedies can include re-performance, cancellation, an appropriate refund and compensation. A re-clean is not the only remedy for every failure. No seven-, fourteen- or thirty-day reporting cutoff overrides statutory rights. There are no confirmed digital deliverables.
How to request a remedy
- Contact info@cleanoservices.com.au or 0434 274 784 with booking name/date, the issue, reasonably available evidence and requested remedy.
- Cleano reviews the quote, work, notice and consumer rights and explains its proposed outcome.
- Approved refunds are processed by bank transfer within up to seven business days after approval and payment-detail verification, or sooner if law requires. Bank receipt times may vary. This is not a deadline for asserting rights.
- If unresolved, seek further review or assistance from NSW Fair Trading or the competent tribunal/court. Keep payment and correspondence records.
Mandatory foreign withdrawal rights remain intact where applicable. Australia-only services do not automatically attract a generic EU 14-day regime. Expansion to relevant EU/UK distance-service markets requires the applicable withdrawal information/form and separate early-performance request/acknowledgement where needed.
Bank transfer is the current method. Verify unexpected payment-detail changes through a trusted contact; contact your bank about suspected fraud. No statutory, fraud-reporting or lawful payment-dispute rights are waived. Legitimate disputes must not attract punitive charges.
Accessibility Statement
Cleano aims to provide accessible website and cleaning enquiry services, using WCAG 2.1 Level AA as its target. This is not full-conformance certification or a guarantee against discrimination claims. Assistive-technology, legacy and external booking journey testing remains incomplete.
The modern site provides semantic landmarks, image descriptions, a skip link, labelled enquiry fields and keyboard navigation. Current changes add visible focus, isolation of closed-menu links, consent controls and clearer submission feedback. Further manual testing is needed for contrast, reflow, magnification, keyboard and screen-reader use.
Report a barrier by email to info@cleanoservices.com.au or telephone 0434 274 784. Describe the page, task and preferred response method; browser or assistive-technology details are optional and a diagnosis is unnecessary. Email/phone enquiries are alternatives. Cleano should investigate and explain available workarounds and remediation; no unverified response-time promise is made.
Third-party barriers still require assessment of the overall service journey. Update this statement after material changes and further testing.