Terms & Conditions

Terms & Conditions

Welcome to Sonu Group Cleaning Services. These Terms & Conditions govern the use of our website and the cleaning services provided by Sonu Group Cleaning Services in Melbourne, Victoria. By booking or using our services, you agree to be bound by these Terms & Conditions.

1. About Our Services

Sonu Group Cleaning Services provides professional residential, commercial and specialized cleaning services across Melbourne. The services provided will depend on the requirements discussed and agreed upon with the customer at the time of booking.

2. Service Bookings

All cleaning services must be booked in advance unless otherwise agreed. A booking is considered confirmed once the service details, date, time and applicable price have been agreed between the customer and Sonu Group Cleaning Services.

Customers are responsible for providing accurate information regarding the property, cleaning requirements, access arrangements and any specific instructions before the service is provided.

3. Quotes and Pricing

Quotes are based on the information provided by the customer and the expected scope of work. The final price may vary if the actual condition or size of the property differs significantly from the information provided during the quotation process.

Additional cleaning work requested by the customer, or work that is outside the originally agreed scope, may incur additional charges. Any significant additional charges will be communicated where reasonably possible before the additional work is undertaken.

4. Payment

Payment is required according to the payment terms agreed at the time of booking. Customers must ensure that payment is made in full by the agreed due date.

Sonu Group Cleaning Services reserves the right to suspend or decline future services where outstanding invoices remain unpaid.

5. Cancellation and Rescheduling

We understand that plans can change. Customers should provide as much notice as possible if they need to cancel or reschedule a cleaning appointment.

Late cancellations, missed appointments or cancellations made with insufficient notice may result in a cancellation or call-out fee, where applicable. Any applicable fee will be communicated to the customer.

6. Access to the Property

Customers are responsible for providing safe and reasonable access to the property at the agreed service time. This may include providing keys, access codes or other necessary entry instructions.

If our cleaners are unable to access the property at the scheduled time due to circumstances within the customer's control, the booking may be treated as a missed appointment and additional charges may apply.

7. Customer Responsibilities

Customers are expected to provide a safe working environment for our cleaning team. Customers should notify us before the appointment of any hazards, dangerous substances, fragile items, pets, restricted areas or other conditions that may affect the safety of our cleaners.

Customers should secure valuable, fragile or personally important items before cleaning services commence.

8. Cleaning Results

Our team aims to provide high-quality cleaning services and achieve the best possible results. However, some stains, marks, damage, mould, built-up dirt or other conditions may not be completely removable due to their nature, age or the condition of the surface.

Cleaning results may also be affected by existing damage, wear and tear, unsuitable materials, previous cleaning treatments or conditions beyond our reasonable control.

9. Special Cleaning Requirements

Customers must inform us before the service if they require specialised cleaning, delicate surface treatment, stain removal, mould treatment or any other work requiring specific products or equipment.

We may decline to perform a task where we reasonably believe that carrying out the work could cause damage to a property, surface, furnishing or personal item, or could create an unsafe working environment.

10. Damages and Pre-existing Conditions

Customers should notify Sonu Group Cleaning Services of any existing damage, defects or fragile items before cleaning begins.

We are not responsible for damage caused by pre-existing conditions, normal wear and tear, improperly installed items, defective surfaces, materials or fixtures, or conditions that were not reasonably identifiable before cleaning.

11. Pets and Animals

Customers must inform us if pets or other animals are present at the property. Where necessary for safety, customers may be asked to keep pets securely contained while our cleaners are working.

12. Safety

The safety of our customers and cleaning team is a priority. We reserve the right to stop or refuse a service if the working environment is considered unsafe, hazardous or unsuitable for our cleaners.

This may include exposure to dangerous chemicals, aggressive animals, unsafe structures, excessive hazards or other circumstances that may reasonably pose a risk to people or property.

13. Complaints and Service Issues

If you are dissatisfied with any aspect of our cleaning service, please contact Sonu Group Cleaning Services as soon as reasonably possible after the service.

We will review the matter and, where appropriate, work with the customer to resolve the issue. Customers should provide relevant details and, where applicable, photographs or other information that may assist us in assessing the concern.

14. Liability

To the extent permitted by law, Sonu Group Cleaning Services will not be responsible for loss or damage arising from circumstances outside our reasonable control, including pre-existing damage, defective materials, incorrect information supplied by the customer, or unsafe conditions at the property.

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded, restricted or modified under applicable Australian consumer law.

15. Privacy

Any personal information provided to Sonu Group Cleaning Services, including contact details, property information and booking information, will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.

16. Website Use

The information provided on our website is intended for general information purposes. While we make reasonable efforts to keep the information accurate and up to date, we do not guarantee that all website content will always be complete, current or error-free.

Customers must not use our website for unlawful purposes or attempt to interfere with the operation, security or functionality of the website.

17. Changes to These Terms

Sonu Group Cleaning Services may update these Terms & Conditions from time to time to reflect changes to our services, business practices or applicable legal requirements.

The updated Terms & Conditions will be published on this website. Continued use of our services after changes are published may constitute acceptance of the updated terms.

18. Governing Law

These Terms & Conditions are governed by the laws applicable in Victoria, Australia. Any disputes will be subject to the applicable laws and courts of Victoria, Australia.

19. Contact Us

If you have any questions about these Terms & Conditions, our cleaning services or your booking, please contact Sonu Group Cleaning Services.

Last Updated: 9 August 2026