Terms & Conditions

These terms apply to every booking made with Bali Fresh Cleaning Limited (NZBN registered, "we," "us," "our"). By booking a service with us — online, by phone, or in person — you ("the customer") agree to these terms in full.

Quotes are based on the information you provide about your property size, condition, and the service requested. If the actual scope of work differs materially from what was described at the time of quoting — for example, heavier soiling, additional rooms, or larger furniture items than disclosed — we reserve the right to adjust the price and will let you know before proceeding.

All prices are in NZD and are exclusive of GST unless stated otherwise.

You are responsible for ensuring our team can access the property at the agreed time, including providing keys, access codes, or being present to let us in. If we are unable to gain access and this results in a delayed start or a missed appointment, the cancellation charge below may apply.

Please ensure the areas to be cleaned are reasonably clear of personal items, clutter, and valuables before we arrive, so our team can work safely and efficiently.

We ask for at least 24 hours' notice for any cancellation, reschedule, or change to your booking.

If paid parking is required to access your property, this cost is the customer's responsibility, not Bali Fresh Cleaning's. Please let us know in advance if parking is limited or restricted at your address so our team can plan accordingly.

Please choose your service carefully and let us know of any specific requirements — particular products, allergies, areas to avoid, or special instructions — before your booking. Once a service has been completed, it is non-refundable.

We ask that valuables, fragile items, cash, and irreplaceable personal items be secured or removed from the areas being cleaned prior to our arrival. While our team takes reasonable care around all belongings, we cannot accept responsibility for items left in accessible areas that are lost, misplaced, or damaged as a result of not being properly secured.

In the rare event that damage occurs as a direct result of our team's work, please notify us within 24 hours of the service with photos where possible. We will investigate and, where we are responsible, arrange repair, replacement, or fair compensation.

We are not liable for pre-existing damage, general wear and tear, or damage arising from faulty, fragile, or improperly maintained fixtures, fittings, or surfaces that were not disclosed to us prior to the service.

Our team follows standard health and safety practices, including the safe use of cleaning products and equipment. If anyone in the household has allergies, sensitivities, or health conditions that may be affected by specific cleaning products, please let us know before the booking so we can accommodate this where possible.

We reserve the right to decline or pause a service if our team's safety is at risk — for example, unsafe premises, aggressive animals, or hazardous materials on site.

We're happy to work around pets, but for the safety of your animals and our team, we ask that pets be secured or kept in a separate area during the service unless otherwise agreed in advance.

Your satisfaction matters to us. If any part of the service doesn't meet the standard agreed at booking, please contact us within 24 hours so we can arrange a fix. Claims raised after this window may not be eligible for a complimentary re-clean.

• Invoices are due within the agreed payment period stated on your invoice.
• Payments outstanding for more than one month will incur a 10% penalty on the invoice total.
• Accounts unpaid after two months will be referred to a debt collection agency, and any associated recovery costs may be added to the amount owed.

Bali Fresh Cleaning holds appropriate business insurance for the services we provide. Details are available on request.

Any personal information you provide — including contact details and property access information — is used only to deliver and manage our services and is not shared with third parties except where required to process payment, recover unpaid debts, or comply with the law.

We are not liable for delays or cancellations caused by circumstances outside our reasonable control, including extreme weather, natural disasters, illness, traffic disruptions, or civil emergencies. Where possible, we will notify you as early as we can and offer to reschedule at no additional charge.

We may update these terms from time to time to reflect changes in our services or operations. The current version will always be available on this page, and continuing to book with us after changes are published means you accept the updated terms.

These terms are governed by the laws of New Zealand, and any disputes will be handled under New Zealand jurisdiction.

Questions about these terms, your booking, or an invoice? Get in touch and we're happy to help.

Bali Fresh Cleaning Limited — hello@balifreshcleaning.com