Terms of Service

Bond Back Guarantee

At O2O Cleaning, we aim to help tenants, landlords, and property managers achieve a smooth final inspection through professional cleaning services.

If your real estate agent, property manager, or landlord raises any concerns related to the cleaning after the final inspection, we will provide a free re-clean service for the relevant areas, subject to the following conditions:

1. Covered Scope

Our Bond Back Guarantee applies only to cleaning items that were included in your booking and paid for.

If an item or area was not selected, not quoted, or not charged for, it is not covered under this guarantee and no free re-clean will be provided for those items.

2. Cleaning Issues Only

This guarantee applies only to cleaning-related issues.

We are responsible only for matters directly related to the quality of cleaning completed by O2O Cleaning.

This guarantee does not apply to:

3. Re-clean Requirement

If the agent, landlord, or property manager identifies an issue that falls within the paid cleaning scope, O2O Cleaning must first be given the opportunity to return and rectify the issue.

No refund or compensation will apply if the client chooses to arrange another cleaner or third party before allowing us to complete the re-clean.

4. Timeframe for Reporting

Any concerns must be reported to us within 7 days of the original cleaning appointment. Eligible re-cleans reported within this 7-day timeframe will be provided free of charge. Requests made after 7 days will require a new quote before any additional cleaning can be arranged.

Supporting information such as photos, inspection notes, or agent feedback may be required so we can assess the issue promptly.

5. Property Condition

The property must remain in the same condition as it was when our cleaners finished and must remain vacant and accessible for the guarantee to apply.

If the property has been re-entered, used, repaired, or affected by other parties after our service, the Bond Back Guarantee may no longer apply.

6. Final Assessment

O2O Cleaning reserves the right to assess whether the reported issue falls within the original paid cleaning scope and whether it is genuinely a cleaning issue covered under this guarantee.

Refund, Re-clean & Bond Back Guarantee Policy

At O2O Cleaning, we are committed to helping every tenant secure their full bond refund through professional and compliant cleaning.

To ensure fairness and clarity, our refund, re-clean, and bond back guarantee policy applies as follows:

1. Bond Back Re-clean Guarantee

If your real estate agent, property manager, or landlord raises any issues related to the cleaning quality during the final inspection, we will provide a free re-clean service for the affected areas.

This guarantee applies only to items and areas that were included in the original booking and paid for.

2. Paid Scope Only

Our guarantee covers only the cleaning services that were quoted, booked, and paid for.

If an item or area was not included in the booking, not quoted, or not charged, it is not covered by our re-clean or bond back guarantee.

3. Cleaning Issues Only

O2O Cleaning is responsible only for cleaning-related issues.

Our guarantee does not cover:

4. Re-clean Opportunity Must Be Given

If any concerns arise, O2O Cleaning must be given the opportunity to return and address the issue first.

If a client hires another cleaning company or third-party service before giving O2O Cleaning the opportunity to re-clean, the re-clean and refund guarantee will no longer apply.

Under these circumstances, no refund will be issued.

5. Reporting Timeframe

Any request for a re-clean must be submitted within 7 days of the original cleaning appointment, together with the agent’s inspection report, photos, or written feedback where possible. Eligible re-cleans requested within this 7-day timeframe will be provided free of charge. Requests made after 7 days will require a new quote before any additional cleaning can be arranged.

6. Property Must Remain Vacant and Unchanged

The property must remain vacant, accessible, and in the same condition after our service.

Any new dirt, marks, stains, or damage occurring after the cleaning, including from movers, repairs, tradesmen, or re-entry into the property, will not be covered.

7. Continuous Support Until Inspection Outcome

Where the issue falls within our paid cleaning scope, we will continue to assist with reasonable re-cleans until the cleaning-related issue has been resolved, provided feedback is given within the required timeframe and access is available.

8. Access and Utility Exclusions

Access issues or delays caused by locked premises, unavailable keys, power disconnection, water disconnection, or other non-cleaning factors are not eligible for re-clean or refund.

9. Final Decision

O2O Cleaning reserves the right to determine whether the reported issue falls within our paid cleaning scope and whether it is covered under this policy after reviewing inspection feedback, photos, and the original booking details.

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