Privacy, Terms & Disclaimers

Last updated: 5 November 2026.

Part A: Privacy

1. Who we are

This website, our four apps and our cleaning service are run by TryCleaning Pty Ltd (ABN 39 692 899 111) ("TryCleaning", "we", "us", "our"), a home and commercial cleaning business based in Brisbane, Queensland, Australia. You can reach us any time at customer_service@trycleaning.com.au or 0481 263 575. This page explains how we handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth). It also sets out the terms that apply when you book with us, use our apps or collect reward points.

2. What we collect

We collect the information you give us, the information our apps record while you use them (for the reasons explained below), and a small amount of technical data. Depending on how you deal with us, this may include:

• Instant Quote and bookings: your name, phone, email, suburb, the location you search for or drop on the map, and details about your property and the clean you want. The quote form saves what you type as you go, even if you don't finish booking, so we can follow up once about that quote (see section 8).
• Quotes from our office: the quote and the details on it (your name, email, phone and the address of the clean); if you accept it, the name you type, your signature, the time and the type of browser and device you used; and any message you send asking for changes (see Quotes and estimates).
• Quote visits: if one of our team visits you to see what you would like quoted, the details our office gives them (your name, phone, email, the address, what you would like quoted, and notes for the visit such as pets, parking or the best time to call), the notes they write about the work for your quote, and the details they check with you on the day so we can send you the quote.
• Client accounts (the client space in the TryCleaning app): your name, email, phone, suburb and saved addresses, a securely hashed password, a profile picture if you add one or photos you add to a rating, your cleans, change requests and notes for your cleaner, messages with our team, reviews, invoices and payment history, reward points and redemptions, your gift and treat preferences, and the notes our office keeps about your account, such as a log of your calls with us.
• Your home profile (clients): the notes our office keeps so your cleans are done your way: how to get in and park, surfaces that need care, pets, first names of people at home, products to use or avoid, what to leave alone, your priorities, and how past cleans went. We write the rule, not the reason, so you never need to tell us about anyone's health, and we never write alarm or key safe codes in it. Your cleaner sees only what the clean needs, from the day before to the day after.
• Allergies in your gift preferences: allergy details are health information, so we only collect them if you choose to tell us. We use them only to pick gifts and treats that are safe for you, and they are not shared with your cleaner.
• Job applications (the applicant space): your name, email, phone, suburb, the roles you apply for, how you heard about us, your resume, photo, skills and work history, your messages with our hiring team and whether you have read ours, and our hiring team's notes and rating of your application.
• Our team (the staff space): contact details, date of birth, home address, an emergency contact, your employment type, your tax file number, bank and super details for pay, availability and leave, the jobs and checklists you complete (including the parts you pick or pass on a shared clean), photos you take on a clean, voiceovers you choose to record for our videos, your location while on shift (see section 5), timesheets and drive time, how you get to cleans and, if you drive your own car for work, its make, model, colour and registration (no licence or insurance numbers), fares you claim between cleans, your timesheet and pay summary shown to you in the app, training progress and quiz results, tier progress, quality audits of your cleans (grades, notes, pass rate, your side and check-in chats), feedback clients give about your cleans, bonuses, documents you sign (including your typed name, drawn signature, the time you signed, and your internet address and type of device), the policies you have read, team chat messages, and records of team calls (see section 9). Police checks and similar documents you give us for your employment are kept securely and only seen by managers. With your agreement, your first name, photo and story may appear on our website (Meet the Team and the Journal), and photos and videos of you at work may appear on our social media (see section 6).
• Team whiteboards (our team only): others on a whiteboard see your first name, your pointer and your drawing as it happens. Nothing is recorded as sound or video. We keep who made or changed each board and item, to fix mistakes and handle misuse, never to measure your work.
• Feedback survey: your name, phone, an optional email, your ratings and comments, and the review you write.
• Product enquiries and messages: your name, phone and the messages you send us.
• Emails to our office: if you email customer_service@trycleaning.com.au, or we email you from it, we keep the email (sender, subject, message and attachment names) so our team can reply and look back on it, whether or not you are a client.
• Calls and video meetings in our apps: a record of each call or meeting you make, receive, are invited to or join (who, when, and whether a call was answered). We never record the picture or sound (see section 9).
• Payments: when you pay an invoice or save a card, you enter your card details directly on a secure page run by Stripe, our payment processor. We receive only a payment reference, the card brand, the last four digits and the expiry date, so you (and we) can see which card was used. We never receive or store your full card number or security code. If you pay by bank transfer, we see your name, the amount and the reference on our business bank statement and match it to your invoice.
• Login security: if you turn on two-step verification, we store your authenticator key and your recovery codes in a protected form, plus a 30-day "trusted device" record if you choose to be remembered on a device. If you add fingerprint, face or phone PIN sign-in, your fingerprint or face stays on your device: we keep only a security key that lets your device prove it is you, and the device's name. Each time you sign in we record the time, your internet (IP) address and the type of browser and device, so we can spot a sign-in that may not be you.
• Technical data: your internet (IP) address and the type of browser and device you use. We use them to keep accounts secure, to stop spam, abuse and repeated login attempts, and as part of the record when a team member signs a document. Some of our forms keep a scrambled form of your IP address to stop repeated spam. We also collect the website statistics described in section 10.

3. How we use it

• To prepare quotes, confirm pricing, and arrange and deliver your cleans.
• To run your account and our apps, including your cleans, messages, invoices and rewards.
• To invoice you, take the payments you have authorised, and email you receipts.
• To consider job applications and keep applicants updated.
• To roster, dispatch, train and pay our team, look after their safety while they work alone, and keep a record of work done.
• To understand feedback, check the quality of our work and improve our service.
• To run the rewards program and prevent misuse of it.
• To display reviews where you have agreed to it (see section 7).
• To show our work and our team on our website and social media, with the agreement of the people in the photos and videos (see section 6).
• To keep our website, apps and accounts secure.

We don't sell your information and we don't use it to build advertising profiles.

Decisions made by our systems. Some rules in our apps decide on their own, without a person deciding each time. Others work something out that a person then relies on to decide. They use your name, contact details and address, the details you give for a quote, your bookings, invoices, saved card and payment status, and your sign-in attempts and internet address. For our team they also use shift, clock-in, location, travel, claim, pay rate, training, quiz, exam, checklist and audit records, and an approximate home location.

The rules that decide on their own are: charging a saved card after a clean is marked complete, when you have turned automatic payments on; not letting a cleaner start a clean, which clocks them in, or finish it, when their phone is more than about 500 metres from the property or has no clear location; counting paid time from the booked start when a cleaner arrives early; clocking a team member out when a teammate finishes the whole clean; ending a shift after the day's last clean, or at its last activity if it was left running; not letting an office team member clock on when no hours have been given for that day; refusing a meal allowance claim for a day with less than 10 hours on cleans; refusing a request to move up a tier until its requirements are met, including training quizzes and exam questions the app marks; refusing a fourth booking in an hour from the same internet address; asking for an extra sign-in step when an office login signs in from a new device or country; and pausing sign-in for 15 minutes after repeated wrong passwords.

The rules that help a person decide are: working out an instant quote, including any drive-time fee, which our office confirms; flagging a clean nobody started as missed, for a manager to decide; working out pay from recorded times, travel and claims, and preparing each pay run, which a manager checks and a different person approves; showing a manager progress against the tier requirements; showing our office which cleaners are closest to a clean; and working out audit pass rates, and asking a team member for a chat after two Fail grades in 90 days.

A sign-in pause ends on its own. A person can review and correct any of the others, and you can ask us to if you think one got it wrong. Our AI tools, including our office assistant, never make decisions about you: they suggest, for example a draft email or an answer to a question a team member types, and a person checks and confirms every change.

4. Our four apps

Our apps are web apps. You can use them in your browser or add them to your home screen, and they don't come from an app store. They carry no advertising and no third-party tracking. You can remove an app from your home screen at any time, and your account stays in place until you ask us to close it.

Since September 2026 there is one TryCleaning app, installed from trycleaning.com.au/go, with four spaces inside it. One login opens every space a person has: clients and applicants have their own space, team members have the staff, client and applicant spaces, and managers have all four. The same details, photo and password are used in each space.

5. Location

The quote map. When you use the Instant Quote you can search an address or drop a pin to check we service your area. We use it to estimate travel and confirm coverage, and we save it with your booking if you go on to book.

Notice to our team about location monitoring. When a cleaner goes on shift in the staff space (starting a job turns the shift on), the app shares their current location with TryCleaning managers. We record the latest location while on shift, when and where a shift starts and ends, the location when a cleaner checks in to a job, how far the phone is from the property when a clean is finished (the distance only, not the location), and the home address a cleaner saves for drive-time pay. We use this to send out jobs, look after the safety of people working alone, confirm arrival at a job and that a clean is finished at the property, work out paid drive time between cleans, stop in-app calls ringing a cleaner who is driving between jobs, and let a client know their cleaner is on the way. Location sharing stops when the shift ends. A shift ends when the cleaner ends it, when they finish their last clean of the day, when the app sees them arrive home while it is open, or, if it is left on by mistake, automatically between 11 pm and 4 am, after 16 hours, or after 12 hours with no activity, but never while they are on a clean or on the way to one. Only managers can see it, and a cleaner can end their shift at any time to stop sharing. Clients never see a cleaner's location history, home address or phone number.

6. Photos and videos

Our cleaners take photos during some cleans, such as checklist photos and a photo of the finished job, and many more on bond and end-of-lease cleans. The photos are a record of the work. We use them to check quality, answer any questions about a clean, and provide evidence for bond cleans. We aim to photograph only the areas we clean, not people, personal documents or valuables. Photos are kept in private storage that only our team can open, and we never publish them without your written permission. If you would like a photo removed, just ask.

If you give us permission to use photos of your home, we record who gave it and how, and you can withdraw it at any time by emailing us.

Our media library and social media. We keep a private library of photos and videos of our work and our team, for our website and social media. Only our directors, admin team and social media team can open it. Files are kept exactly as they were uploaded, which can include details the camera adds, such as when and where a photo or video was taken. The person uploading can choose a smaller Standard copy instead, made on their own device; a Standard copy of a photo keeps no details of when or where it was taken. Our video editor, Studio, keeps the plan for each video we make (which clips, words and music go where), a cover picture, any voiceover a team member records for it, a small picture of each moment we save to use again, and the music we have licensed with its licence records. Editing happens on the team member's own device, and only our directors, admin team and social media team can open Studio. Before anything is posted, the team member sending it confirms that everyone who can be seen or heard in it has said yes to being on our social media (for a child, a parent or guardian), and that no house numbers, street signs, car plates, mail or client names can be read. A director then approves it. We only post photos or videos of you or your home with your written permission, which we record as described above, and of our team only with their agreement. We keep a record of who uploads, downloads or deletes a file, and who sends and approves each post.

A published post is public on the platform it is posted to (see section 9). If you are in a photo or video and want it removed, just ask: we will delete it from our library and take down our posts that show it. We cannot remove copies that other people have already shared.

7. Reviews and testimonials

8. Emails, texts and notifications

• Service messages: we email or message you about your quote, booking, cleans, invoices, receipts, account, job application, meeting and interview invitations, changes and reminders, or work with us. They are part of our service, so they keep coming while you use it.
• One quote follow-up: if you tick the box asking us to, and don't book, we may send you one follow-up email about that quote, with a link to unsubscribe.
• Offers for clients: if you have had a clean with us, we may occasionally email you about related services, for example a reminder that a deep clean or oven clean may be due. Every marketing email has an unsubscribe link. Once you unsubscribe we stop, and we keep your email on a do-not-contact list so it stays that way.
• Feedback: after a clean we may ask how it went and invite you to leave a review. Tell us if you would rather we did not, and we will stop.
• Texts: our team may text you from our business phone or a manager's phone about your booking, for example when your cleaner is on the way.
• Push notifications: if you switch them on, our apps can send notifications about your cleans, messages, payments or work. They are delivered through your phone's or browser's push service (such as Google, Apple, Microsoft or Mozilla). You can turn them off at any time.
• Call notifications: incoming calls, missed calls and call invitations. A locked screen shows only a short line such as "Lauren is calling" or "Missed call", never message text.
• In-app messages: messages you send in our apps are kept with your account so our team can reply and look back on them.
• AI in our office: our office may use an AI model to help with some tasks: to help write emails, messages and marketing; and, in our manager space, to understand a request a team member types and suggest the action, or to answer a general question they ask. The model is Llama, made by Meta and run for us by Cloudflare (see "Who we share it with, and where"). It never receives your emails, payment details, tax file numbers or anything from a job application. A person reads every draft before anything is sent, and checks every suggested change before it happens. We do not use AI to make decisions about you. A manager may also speak a request instead of typing it: their own computer turns the speech into text, and the recording never leaves it. Built with Llama.

9. Who we share it with, and where

We do not sell, rent or trade your personal information. We share it only with the service providers that help us run the business, and only so they can do that job for us:

• Supabase: our secure database and file storage, hosted in Sydney, Australia. Our server functions also run on Supabase, usually in Sydney, but Supabase can handle a request in another region, such as the United States.
• Netlify: hosts our website and apps (United States, with servers around the world).
• Resend: sends our emails, such as booking confirmations, invoices, receipts and application updates (United States and Japan).
• ClickSend: sends the few text messages we send, such as a reminder to install our app or a note about an overdue invoice. It receives your first name, mobile number and the message, and keeps them in Australia for up to 120 days; its support and monitoring teams can reach them from the United States, Europe and the Philippines.
• Microsoft 365: hosts our office mailbox, which our office system reads and sends from (Australia and other countries).
• Cloudflare: runs the encrypted relay for our calls and meetings, and runs the AI we use in our office (Llama, see section 8). For calls it receives internet addresses and connection details, not what is said or shown. For AI it processes the text we send and returns the result; it says it does not use it to train AI. Cloudflare, Inc. is a United States company. It runs a global network that includes Australia, and a call or AI request can be handled in Australia or overseas, including the United States and the United Kingdom. Its list of the companies that help it is at cloudflare.com/gdpr/subprocessors.
• Stripe: processes card payments and stores any card you choose to save. Stripe is a PCI DSS Level 1 certified payment provider, your card details go straight to Stripe, and Stripe's own privacy policy applies to what it collects: stripe.com/au/privacy (Australia, the United States and other countries).
• Xero: our accounting and payroll software. It holds invoices and payments, and our team's pay, tax and super records, which we report to the Australian Taxation Office through it (Australia, New Zealand, the United States and other countries).
• Our accountant and other professional advisers, such as a lawyer or insurer, when we need their advice. They see only the records they need and must keep them confidential.
• OpenStreetMap: map display and turning addresses into map points (United Kingdom and Europe).
• OSRM routing service: works out driving distances between jobs for drive-time pay and travel estimates. It receives map points only, never names (Germany).
• Google: loads the fonts on our web pages, which shares your IP address with Google, supplies our public Google reviews, and helps devices connect for calls, seeing only each device's internet address (United States).
• ipwho.is: when someone signs in to one of our team's office logins from a new device, or with a fingerprint or face on a login that uses an authenticator app, we send that internet address to this service to find its rough location (such as "Near Brisbane") or its country. We use that for a security email to that team member and to decide whether to ask for an extra sign-in step. Nothing else is sent, and only the place name or country is kept.
• Maps apps: when one of our team drives to your home, your address goes to the maps app they use on their phone, to show driving directions. That is usually Google Maps, Apple Maps or Waze (United States), or another maps app they choose, which may be in another country.
• Push notification services: Google, Apple, Microsoft or Mozilla, depending on your device, deliver the notifications you switch on (United States and other countries).
• Calendar apps: if a team member subscribes their own phone calendar to their work calendar link, their job details are copied into that calendar service under its own terms.
• Social media: Instagram and Facebook (Meta), TikTok, YouTube, LinkedIn and our Google Business Profile show the photos and videos we publish to the public, under their own terms (United States and other countries).

We may also disclose information if the law requires it, or to protect the rights, property or safety of our clients, our team or others. Because some of these providers store or process data outside Australia, your information may be handled in the countries listed above. Cloudflare decides where on its network a call or an AI request is handled, so we cannot always name the country in advance. We choose established providers and take reasonable steps to make sure they protect it.

If we invite you to a meeting, TryCleaning team members on it can see your name and reply. Other guests do not see you on the invitation, but if you join the video meeting, everyone in it sees the names of the others. Documents shared with you can be opened until 30 days after it. If you are a client, the invitation also shows in your client space, and we email you a reminder 30 minutes before the meeting starts, unless you have told us you cannot make it.

Video meetings (TryZoom). Our meetings run in your browser, with nothing to install. We do not record calls with clients, applicants or guests. A staff call is recorded only if everyone in it agrees first. The recording is kept in our media library, and directors, admin and social media can watch it. Picture and sound go directly between the devices in the meeting, or through an encrypted relay run by Cloudflare that passes the data on without being able to see or hear it. Everyone in a meeting sees the names of the others and, if turned on, their camera picture. Messages typed in a meeting are deleted when it ends.

Calls in our apps. Our team also call each other in our apps, and those calls work the same way. We keep a record of each call and meeting (who was invited or took part, when it started and ended, and whether a call was answered) for 90 days, to run the service and to deal with misuse. We do not use these records to measure anyone's work. Anyone in a call or meeting could take a screenshot, so please do not show anything private.

10. Cookies, local storage and site statistics

We don't use advertising or tracking cookies. We use your browser's local storage to keep you logged in, remember settings such as light or dark mode, remember a device you have chosen to trust for two-step verification, and hold a random visitor number that helps us count visits to our website.

For those website statistics we record the page visited, the website you came from, any campaign tag in the link, the type of device, and that random number. We don't record your name or IP address with these statistics, we don't share them, and we delete them after 12 months. You can clear local storage at any time in your browser settings.

11. How we protect your information

Passwords are stored using strong one-way hashing, never in plain text, and every app offers two-step verification with an authenticator app. Our data sits in access-controlled databases, and resumes, job photos, staff photos and signed documents are kept in private storage. Connections to our website and apps are encrypted (HTTPS). Card numbers are never stored, logged or emailed by us, because Stripe handles them. No system is ever 100% secure, but we take reasonable steps to protect your information. If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner.

So our team can work without signal, their app keeps a short-term copy of the cleans and records they need on their own phone or computer, for up to 14 days. It never includes card, tax file or bank details, and it is wiped when they log out.

12. How long we keep it

We keep information only as long as we need it for the purposes above, or for as long as the law requires. For example:

• Login attempts and security alerts: 90 days. Sign-in records, with the internet address and type of device: 90 days after the sign-in ends. A record of each device you sign in from: 12 months after it was last used.
• A cleaner's latest on-shift location record is deleted after 7 days. Shift start and end times and job check-ins stay with timesheets as employment records.
• Instant Quote details that never become a booking are deleted after 180 days.
• Quote visits: the contact details and notes for a visit are deleted 180 days after the visit.
• Quotes from our office: a quote you do not accept is deleted 180 days after its last update, and an accepted quote, with your signature and the signing record, is kept for 7 years.
• Website statistics are deleted after 12 months.
• Invoices, payment records and pay records are kept for 5 to 7 years, as tax and employment laws require.
• Photos you add to a rating: 12 months, or until your account is deleted.
• Job photos are part of the record of the work we did. We keep them for 12 months after the clean, or longer while a bond or payment dispute about that clean is open, even if you close your account, and then delete them. You can ask us to delete them sooner once they are no longer needed.
• Messages stay with your account while you are a client, and we delete them on request once they are no longer needed.
• Photos and videos in our media library: kept while we may use them on our website or social media, or until you ask us to remove one that shows you. A file we delete stays in a bin for 30 days, then is deleted for good. A post we have published stays up until we take it down.
• Studio projects, with their covers and voiceovers: kept until a team member deletes the project; a deleted project stays in a bin for 30 days, then is deleted for good.
• Saved clips in Studio: kept until a team member removes one; its small picture is deleted then.
• Emails to and from our office: 24 months for clients, otherwise 12 months, and deleted with your account; a record of which team member opened an email, 12 months.
• Calls and video meetings: the record of who took part and when, 90 days (a record that a manager invited a whole group, and why, 13 months). Messages typed in a call or meeting are deleted when it ends, or within about a day at the latest.
• Recordings of staff calls: kept for 12 months, then deleted.
• Your home profile: deleted with your account, or 12 months after we mark you as no longer a client.
• What our team types to our office assistant, and its answers: 90 days.
• Sentences our office assistant learns from, and shortcuts a team member teaches it: until a manager removes them.
• Unsuccessful job applications, booking enquiries and client accounts are deleted when you ask, apart from anything we must keep (see section 13).
• Copies of deleted information can stay in our backups for up to four weeks before they are gone. We use backups only to restore our systems.

13. Your rights and closing your account

You can ask us to:

• give you access to the personal information we hold about you;
• correct anything that is wrong or out of date;
• delete your information, close your account or remove your review;
• stop sending you marketing emails (you can also use the unsubscribe link in any of them).

You can delete your account yourself in the app: in the applicant space open My details and choose Delete my account, and in the client space open Settings and choose Delete account. Our account deletion page has the full steps. For anything else on this list, or if you cannot log in, email customer_service@trycleaning.com.au. We may need to confirm who you are first, and we aim to respond within 30 days. When we close an account, we delete or de-identify your information, except what we must keep, such as invoices and payment records, employment records, and your email on our do-not-contact list if you have unsubscribed. Any unredeemed reward points are cancelled when a client account is closed.

If you are unhappy with how we have handled your information, please tell us first at customer_service@trycleaning.com.au so we can put it right. A director looks into every privacy complaint, and we reply within 30 days with what we found and what we will do. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.

Part B: Terms and disclaimers

14. Quotes and estimates

Prices shown by our Instant Quote and commercial estimator are guides based on our real Brisbane averages, not fixed quotes. Your final price is confirmed by our office (and, for commercial and bond work, after a walk-through). Prices for homes include GST. Commercial estimates are shown ex-GST. Any discount or reward code is limited to one per customer and depends on us confirming that it applies.

Quotes from our office. When our office writes you a quote, we email or text you a private link to it. The price is fixed for the work the quote lists, and you can accept the quote until its valid-until date. On that page you can accept it, by typing your full name and signing with your finger or mouse, or ask us for changes. When you accept, we keep the quote you accepted, your name, your signature, the time, and the type of browser and device you used, as the record of our agreement, and we email you a copy. If you ask for changes, we keep your message with the quote. We keep accepted quotes for 7 years, as the record of our agreement and for our business records. A quote you do not accept is deleted 180 days after its last update (when we send, change or withdraw it, or when you ask for changes). Please do not forward the link: it opens your quote without a login.

Quote visits. If you ask us to see the job before we quote, our office books one of our team to visit you. When the visit is booked they see your first name and last initial, your suburb and what you would like quoted. They see your phone, email, address and the office's notes only from 24 hours before the visit until 12 hours after it. Our managers can see the visit details at any time. On the day, our team member may check your details with you and add you to our client list, so we can send you the quote. We use these details to arrange the visit and to prepare and send your quote. Please do not give us door or alarm codes for a quote visit. We delete the visit's contact details and notes 180 days after the visit. If you become a client, or we send you a quote, your client record and the quote are kept as this page describes.

15. Changes to a booked clean and pricing

You can ask us to change a booked clean at any time, including from the "Request a change" option in your account. Changes to a clean, such as the date or time, the rooms or areas included, add-on services, frequency, or access arrangements, are subject to appropriate adjustments to the price in line with our pricing. We will always confirm the updated details and any change in price with you before anything is locked in. Cancellations or changes made at short notice may also affect the price. Recurring cleans can be paused, rescheduled or cancelled by contacting us.

16. Payments, saved cards and automatic payments

How you can pay. After a clean we email you an invoice with a secure "Pay now" link. Card payments (including Apple Pay and Google Pay) are processed by Stripe on Stripe's own secure payment page. If you would rather pay another way, reply to your invoice email and we will arrange it. Invoices are due 7 days after they are issued unless we agree otherwise with you.

What we store. We never see or store your full card number or security code. We keep a payment reference from Stripe plus the card brand, last four digits and expiry date, so you (and we) can see which card was used. Your invoices, receipts and payment history are shown in your client account.

Saving a card. In your client account you can choose to save a card for future invoices. The card is stored by Stripe, not by us. A saved card is only used for invoices for cleans you have booked with us. You can replace or remove your saved card at any time in your account, and it will no longer be used.

Automatic payments (card-on-file authority). If you have saved a card you can also turn on automatic payments. This is always your choice: it is off unless you switch it on and agree to the authority shown in your account. When it is on, you authorise us to charge your saved card the invoice amount for each clean after that clean has been marked complete. The amount is the price confirmed for that booking, including any changes you agreed to (see section 15). We charge the card shortly after the clean is completed and we email you a receipt every time. You can turn automatic payments off at any time in your account, with immediate effect, and you can still pay any invoice manually. If an automatic payment does not go through (for example a declined or expired card) we will not keep retrying it; we will email you the invoice with a secure link so you can pay another way or update your card.

If something looks wrong. If you think a charge is incorrect, contact us within 7 days and we will look into it straight away; nothing in this policy limits your rights under the Australian Consumer Law. Refunds are made to the card that was charged and usually appear within 5 to 10 business days, depending on your bank.

17. Refunds, disputes and our guarantee

Every clean is covered by our 24-hour guarantee: if something has been missed, let us know within 24 hours and we will come back and put it right at no charge. Where we cannot put it right, we will refund the affected part of the clean. Our services come with guarantees that cannot be excluded under the Australian Consumer Law; for major failures you are entitled to a refund or compensation, and for other failures to have the problem fixed within a reasonable time. Please talk to us before raising a dispute with your bank: we can usually resolve things faster, and we keep clean checklists, photos and completion times as our record of the work done.

18. Rewards and points

Our rewards program is a free thank-you for clients who book with us. By collecting or redeeming points you agree to these rules. TryCleaning runs the program and has full discretion over it, including which activities earn points, how many points they earn, which rewards are offered, and whether a redemption is approved. We will always use that discretion reasonably and in good faith. These rules keep the program fair for genuine clients and stop anyone from gaming it.

1. What points are. Points are a promotional benefit, not money, credit or property. They have no cash value, and they can't be exchanged for cash, sold, transferred or gifted to another person, combined across accounts, or put towards a refund. When you redeem points as a discount, every 100 points takes $1 off an eligible clean.
2. Who can collect points. One rewards account per person, and one per household or service address. Points are for our clients' personal use, not for businesses reselling our services.
3. Earning points. Points are only earned for genuine activity recorded in your account, such as cleans you booked that are completed and paid for, an honest review of a real clean (one review award per completed clean, whether the review is positive or negative), a one-time set of gift preferences, or a new client you referred who books and pays for a clean. We may add, change or remove ways to earn at any time.
4. Points can be adjusted. We may hold, reverse or remove points linked to a clean that is cancelled, refunded, left unpaid or disputed with your bank, as well as any points added by mistake. If those points have already been used, we may cancel the reward or deduct the points from your future balance.
5. Redeeming points. Every redemption is checked by our team before it is honoured. A discount or reward code only works once we have approved it, can be used once, applies only to cleans booked with us, and can't be exchanged for cash. If we decline a redemption, the code is cancelled and the points go back to your balance, unless they were gained through misuse. Gifts and treats are chosen by us, may vary, and may be replaced with something of similar value.
6. Misuse. If we reasonably believe points have been earned or used through misuse, we may withhold or cancel those points, decline or cancel any redemption or reward, suspend or close the rewards account, and recover the value of rewards already given. Misuse includes fake or duplicate accounts, reviews without a real clean, referring yourself or your own household, booking cleans just to earn points and then cancelling, selling or trading points or codes, taking advantage of a mistake in our systems, and any other dishonest conduct. Where it is reasonable, we will tell you why and give you 14 days to respond, unless that would get in the way of stopping fraud.
7. Changes to the program. We can change these rules, the points needed for rewards or the rewards on offer, or end the program. If a change reduces the value of points you already hold, or we end the program, we will give you at least 30 days' notice by email so you can redeem first, except where we need to act straight away to stop fraud or to comply with the law.
8. Closing your account. Unredeemed points are cancelled if your client account is closed.
9. Raffles and prize draws. Any raffle or prize draw we run will have its own terms, published before it starts.
10. Your rights. Nothing in these rules limits your rights under the Australian Consumer Law, and a clean you receive using points comes with the same guarantees as any other clean.

19. Using our apps and accounts

• Keep your login safe. Keep your password private and don't share your account. You are responsible for what happens in your account, so tell us straight away if you think someone else has used it.
• Your account when you book. When you book with your email, we set up a client account for you and email you a link, so you can see your cleans, invoices and rewards. If you chose a password on our booking form, the link confirms your email address before the login is switched on; if not, it lets you set a password. This stops anyone setting up a login with someone else's email.
• Fair use. Use our apps only for their intended purpose. Don't try to access other people's information, interfere with the apps, or use them to send anything unlawful, offensive or misleading.
• Misuse of accounts. We may suspend or close an account that is misused, or that we reasonably believe is being used for fraud, and we will tell you why where it is reasonable to do so.
• Availability. We work hard to keep our apps running, but we can't promise they will always be available or free of errors, and we may update, change or remove features from time to time. If an app isn't working, you can always call or email us.
• Staff and applicants. The staff space is provided to our team for their work, and our workplace policies and each team member's employment terms also apply. The applicant space helps us manage recruitment; creating an account or applying doesn't guarantee an interview or a job.

20. General disclaimers

• General information. Cleaning tips, articles and product information on our website are general information only. They aren't professional advice for your particular home, surfaces or situation, so check product labels and manufacturer instructions before trying anything yourself.
• Results. Photos and descriptions on our website show typical results. Your results depend on things like the condition of your property, the surfaces involved and how long it has been since the last clean.
• Bond cleans. We clean to the standard an exit condition inspection looks for and back our work with our 24-hour guarantee, but the decision about a bond refund is made by your property manager or lessor (and, if there is a dispute, the Residential Tenancies Authority or a tribunal), not by us.
• Other websites. Links to other websites and services (such as Google, Facebook or Stripe) are there for convenience. We aren't responsible for their content or for how they handle your information.
• Liability. To the extent the law allows, we aren't liable for indirect or consequential loss arising from the use of our website or apps. Nothing on this page excludes, restricts or changes any right, remedy or guarantee you have under the Australian Consumer Law or any other law that can't lawfully be excluded or limited.

21. Changes to this page

We may update this page from time to time. The latest version is always here, with the "last updated" date at the top. If we change how payments, automatic payments or the rewards program work in a way that affects you, we will email you before the change applies.