A cleaner space.
A higher standard.

To ensure your clean runs on time and without disruption, please make sure we can access the property at the scheduled time. You’re welcome to either be present at the property or arrange access in advance (key in an agreed location, lockbox code, etc.).

You will receive a reminder SMS 24 hours before your scheduled appointment.

If we cannot gain access: Our team will attempt to contact you within 15 minutes of arrival. If we are unable to reach you and access cannot be arranged, a lockout fee will apply to cover travel time and lost earnings.

Access gained within 30 minutes: A $25 fee applies to compensate our team for waiting time.

Full lockout fee: 75% of the total service cost, capped at $150.

We understand unexpected things happen. First-time lockouts from new clients may be waived at our discretion — we’ll use the opportunity to review your access arrangements for future visits.

We ask for a minimum of 24 hours’ notice to cancel or reschedule your appointment. This allows us to reallocate our team’s time fairly.

Late cancellation fee: Cancellations received with less than 24 hours’ notice will incur a fee of 50% of the scheduled service cost, up to a maximum of $150.

Same-day cancellations (within 2 hours of the start time) may be charged the full service fee at our discretion.

We understand that genuine emergencies arise and will assess these on a case-by-case basis. However, repeated late cancellations may result in discontinuation of services.

To cancel or reschedule, please contact us by phone on 0488 667 052 or email at topdeck.services@outlook.com as early as possible.

Our cancellation policy operates in addition to your rights under the Australian Consumer Law.

One-off and initial cleans: A 50% deposit is required prior to the clean, with the remaining balance due on the day of service. Alternatively, full payment may be made the day before the scheduled appointment.

Regular ongoing cleans (weekly/fortnightly): Payment is due upon receipt of invoice, unless a separate arrangement has been agreed in writing.

Commercial clients: Payment terms will be agreed upon at the time of quoting and outlined in your service agreement.

Accepted payment methods:

• Bank transfer (EFT)
• Credit card or debit card

Late payments: Invoices not paid within the agreed terms will incur a late fee of 10% of the outstanding balance per month. Topdeck Cleaning reserves the right to suspend services for accounts with overdue balances.

Every clean is checked against our 50-Point Clean standard before we consider the job complete. We stand behind our work 100%.

If you’re not satisfied: Please contact us within 48 hours of your clean with details of the concern. We will arrange a complimentary re-clean of the affected areas as a priority — no argument, no fine print.

Where a re-clean is not possible or practical, we will discuss an appropriate resolution with you directly.

Our guarantee operates in addition to your rights under the Australian Consumer Law, which provides that all services are delivered with due care and skill.

By booking a service with Topdeck Cleaning, you agree to the following terms:

Access & preparation: Clients are responsible for ensuring safe and unobstructed access to the property. Please secure pets, and remove or store any valuables, fragile items, or confidential documents from cleaning areas prior to the appointment.

Scope of work: Services will be performed as agreed at the time of quoting. Any additional work requested on the day may be subject to additional charges and will be agreed upon before proceeding.

Health & safety: Our team reserves the right to decline to clean areas that present a health or safety risk (e.g. biohazards, extreme clutter, pest infestations). We will communicate this to you promptly.

Right to refuse or discontinue service: Topdeck Cleaning reserves the right to decline or end services in cases of unsafe working conditions, harassment or mistreatment of our team, or repeated policy breaches.

Subcontracting: Topdeck Cleaning may use trusted, vetted subcontractors to deliver services. All subcontractors are held to the same standards as our employed team.

Topdeck Cleaning is fully insured and takes great care in every property we service. In the rare event that something is damaged during a clean:

Reporting: Please notify us as soon as possible — ideally within 48 hours — with photos and a description of the issue. Late reporting may affect our ability to assess and resolve the claim.

Assessment: We will investigate the claim promptly and in good faith. Legitimate claims for damage caused by negligence will be handled through our public liability insurance.

Exclusions: We are not liable for damage resulting from pre-existing conditions, standard wear and tear, fragile or improperly stored items, or items not disclosed to us prior to the clean.

To lodge a concern, contact us on 0488 667 052 or at topdeck.services@outlook.com.

Topdeck Services Pty Ltd (ABN: 38 674 657 080) is committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Information we collect:

• Name, phone number, email address, and property address
• Payment details necessary to process transactions
• Service history, preferences, and scheduling details
• Any access information provided (e.g. entry codes, key arrangements)

How we use your information:

• To schedule, manage, and deliver your cleaning services
• To send booking confirmations, reminders, and invoices
• To improve our services and resolve any issues

We do not sell, rent, or share your personal information with third parties, except where required to deliver our services (e.g. payment processing) or as required by law.

Access information such as keys or entry codes is used solely for service delivery and handled with strict confidentiality by our team.

You may request access to, correction of, or deletion of your personal information at any time by contacting us at topdeck.services@outlook.com.