Olea Terms & Conditions
Last updated: 15/08/2026
These Terms & Conditions apply to all cleaning services provided by Olea.
By submitting a booking request, accepting a quote, paying a deposit or otherwise confirming a service with Olea, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
1. Bookings & Pricing
Our services are designed to make booking your clean simple and transparent.
Starting prices
Prices displayed on our website are starting prices and may vary depending on the size, condition and individual requirements of the property.
Our pricing is based on the information provided to us at the time of enquiry or booking. Where necessary, we may request additional information, photos or details about the property to ensure we can provide an accurate price.
Changes to the agreed price
If we arrive and find that the condition of the property is significantly different from what was described, or that additional work is required outside the agreed scope of the service, we will discuss this with you before carrying out any additional chargeable work.
We will never knowingly add unexpected charges without discussing them with you first.
What's included
Each Olea package has a defined scope of work. Items not included within your selected package may be available as an additional service and will be charged separately.
Additional services or extras will be confirmed with you before the work is carried out.
Quotes
Where a personalised quote is provided, the quote will reflect the information available to us at the time. Quotes may be subject to change if the scope of work or property condition changes significantly before or during the service.
If anything changes, we'll communicate this with you as soon as possible so there are no surprises.
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2. Payment & Deposits
A 25% deposit** is required once your booking has been confirmed.
Your booking is secured once the required deposit has been received.
The remaining 75% balance is due upon completion of the service.
Where a different payment arrangement has been agreed in writing for a particular service, that arrangement will apply to the relevant booking.
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3. Cancellation & Rescheduling
We understand that life happens and plans can change. If you need to cancel or reschedule your clean, we simply ask that you give us as much notice as possible.
Our cancellation policy
More than 24 hours' notice: Your 25% deposit will be fully refunded, or you can choose to transfer it to a new booking date.
Less than 24 hours' notice: Your 25% deposit will be retained to cover the time reserved for your booking.
*Same-day cancellation or no-show: Your 25% deposit will be retained.
Olea cancels your booking: Your deposit will be fully refunded, or, if you prefer, transferred to a new booking date.
We understand that unexpected circumstances can happen, and we'll always consider genuine emergencies and exceptional circumstances on a case-by-case basis.
Our cancellation policy is simply there to protect the time we've reserved for your home, while still allowing us to be understanding when life doesn't go to plan.
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4. Property Condition & Access
To provide the best possible service, we ask that clients provide accurate information about the property and its condition when making a booking.
Property condition
Our pricing and estimated service time are based on the information provided at the time of booking.
If the property is significantly different from what was described, this may affect the time required, the scope of work or the price. We will discuss any significant changes with you before carrying out additional chargeable work.
Olea may be unable to proceed with, or may need to stop, a service where conditions are considered unsafe or unsuitable for our team. This may include, but is not limited to:
Excessive or hazardous clutter
Significant pest infestations
Biohazardous materials or bodily fluids
Dangerous substances or chemicals
Unsafe structural conditions
Aggressive or uncontrolled animals
Conditions that present a health or safety risk
Where possible, we will discuss the situation with you and work out the best way forward.
Access to the property
Clients are responsible for ensuring Olea has safe and reliable access to the property at the agreed booking time.
This may include providing:
Keys
Access codes
Lockbox details
Building or gate access
Parking information where relevant
If we are unable to access the property when we arrive and cannot contact you or gain access within a reasonable timeframe, the booking may be treated as a cancellation or no-show and our cancellation policy may apply.
Utilities
The property must have access to the basic utilities required to complete the agreed service, including running water and electricity where required.
If essential utilities are unavailable, Olea may be unable to complete the service and the applicable cancellation policy may apply.
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5. Damage, Breakages & Existing Conditions
Olea takes care when working in your home and will carry out services with reasonable care and attention.
Existing damage and deterioration
Olea is not responsible for damage or deterioration that was present before the service commenced.
This may include, but is not limited to:
Existing scratches, chips, cracks or marks
Deteriorated grout, silicone, sealants or surfaces
Peeling or damaged paint
Faded, stained or worn materials
Loose fixtures or fittings
Brittle or deteriorated items
Damage caused by age, moisture, previous cleaning or general wear and tear
Where we notice existing damage or a condition that may be affected by cleaning, we may document it with photographs and bring it to your attention.
Fragile and valuable items
Clients are responsible for identifying fragile, valuable or particularly delicate items before the service begins.
Where appropriate, we may ask that valuable or fragile items are removed or secured before cleaning.
Olea will take reasonable care when handling household items but cannot accept responsibility for damage to items that are inherently fragile, unstable, improperly installed or already damaged.
Accidental damage
If Olea accidentally causes damage while carrying out a service, please notify us as soon as reasonably possible.
We will assess the circumstances and, where appropriate, work with you to resolve the matter in accordance with our insurance and applicable legal obligations.
Photographs
Where necessary, Olea may take photographs of areas of the property to document existing conditions, damage or the scope of work.
Photographs taken for service documentation will be kept confidential and will not be used for marketing or publicly shared without your permission.
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6. Cleaning Results & Re-Cleans
Olea takes pride in providing a thorough and considered cleaning service. We aim to complete each service to the agreed scope and to a high standard.
However, some marks, stains, discolouration, odours or damage may not be fully removable through standard cleaning methods. Results can vary depending on the age, condition and material of the surface.
We will not use methods or products that we reasonably believe may cause damage to a surface simply to achieve a particular result.
If something isn't right
If you believe an area included in your agreed service has not been cleaned to the expected standard, please contact Olea as soon as reasonably possible after the service.
Where appropriate, we may request photographs or other information to help us understand the concern.
If the issue relates to an area within the agreed scope of work and a re-clean is considered appropriate, Olea will arrange a reasonable opportunity to return and address the area at no additional charge.
Re-clean requests relating to areas outside the agreed service, newly created mess, or conditions that were not reasonably accessible during the original service may incur an additional charge.
Vacate & bond cleans
While Olea will complete the agreed vacate or bond cleaning service thoroughly and in accordance with the selected package, we cannot guarantee the outcome of a bond inspection or guarantee that a landlord, property manager or agent will consider the property to meet their individual expectations.
Any re-clean will be limited to areas included in the original Olea service and does not guarantee the release of a rental bond.
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7. Pets, Personal Belongings & Preparing for Your Clean
To help us provide the best possible service, we ask that clients prepare the property before our arrival where reasonably possible.
Personal belongings
Olea is not responsible for moving, organising or packing personal belongings unless this has been specifically agreed as part of the service.
To allow us to clean surfaces thoroughly, we recommend that personal items are placed away from areas requiring cleaning before our arrival.
Where excessive belongings or clutter prevent access to areas included in the service, those areas may not be able to be cleaned.
Valuables and fragile items
Clients are responsible for securing valuable, sentimental or fragile belongings before the service.
Please let us know about any items that require special care or handling.
Pets
We love our furry clients, but for everyone's safety, pets should be secured in a safe area while cleaning is taking place where necessary.
Clients are responsible for ensuring that pets cannot interfere with cleaning equipment or the cleaning process.
Olea may pause or stop work if an animal presents a safety risk.
Preparing for your clean
Where possible, we recommend:
Clearing floors and surfaces
Putting away personal belongings
Securing valuables and fragile items
Securing pets where appropriate
Ensuring access to the areas being cleaned
Providing any relevant instructions before the cleaner arrives
The more accessible the property is, the more effectively we can focus our time on cleaning.
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8. Special Circumstances & Additional Services
Some properties or cleaning requirements may require additional time, equipment, products or specialist services beyond the scope of the selected Olea package.
Additional cleaning requirements
Additional charges may apply where a property requires work outside the agreed package or standard cleaning scope.
This may include, but is not limited to:
Heavy or excessive build-up
Significant grease or grime
Excessive dust or debris
Interior ovens or appliances
Interior windows
Blinds
Inside cupboards
Wall washing or extensive spot cleaning
Additional bathrooms or areas not included in the original booking
Exterior or high-access areas
Other services listed as Olea extras
Where additional work is identified before or during the service, we will discuss the requirements and any applicable additional charges with you before proceeding.
Mould
Olea can clean minor surface mould where this falls within the agreed service and can be safely treated using appropriate cleaning methods.
Significant, extensive or recurring mould may require specialist assessment or remediation and may fall outside the scope of a standard cleaning service.
Olea does not guarantee the permanent removal or prevention of mould where the underlying cause has not been addressed.
Pest infestations
Olea does not provide pest control or specialist cleaning associated with significant pest infestations.
Where an infestation presents a health or safety concern, or prevents safe completion of the service, we may be unable to proceed until the issue has been appropriately addressed.
Biohazards and hazardous materials
Olea does not provide specialist biohazard, bodily fluid, sharps, drug-contamination or hazardous-material remediation unless specifically agreed and appropriately equipped to do so.
If hazardous materials or unsafe conditions are identified, the service may be paused or cancelled.
Specialist services
Where a requested service requires specialist equipment, training or expertise outside Olea's standard cleaning services, we may recommend an appropriate specialist provider rather than undertaking the work ourselves.
Additional services will only be carried out where they have been agreed with the client.
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9. Communication, Changes & Client Responsibilities
We want every Olea clean to run smoothly, so clear communication helps us provide the best possible service.
Changes to your booking
If you need to change your booking, including the date, time, property, service or areas to be cleaned, please let us know as soon as possible.
Changes may be subject to availability and may affect the quoted or agreed price.
Adding services or areas outside the original booking may incur an additional charge. We will discuss any additional charges with you before proceeding.
Information provided at booking
Clients are responsible for providing accurate and complete information when making a booking.
This includes information about:
The number of bedrooms and bathrooms
The services required
The condition of the property
Any areas requiring special attention
Access arrangements
Pets
Any known hazards or conditions that may affect the service
If important information is not provided and this significantly affects the scope, time or safety of the service, Olea may need to adjust the service or price accordingly.
Special requests
If you have specific cleaning preferences or areas you would like us to prioritise, please let us know before the service begins.
While we will always do our best to accommodate reasonable requests, requests outside the agreed scope may require additional time or incur an additional charge.
Communication
Olea will communicate important booking information, changes and updates using the contact details provided by the client.
Clients are responsible for checking communications relating to their booking and notifying Olea if their contact details change.
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10. Keys, Security & Property Access
Where access to a property is provided through keys, access codes, lockboxes or other entry arrangements, Olea will take reasonable care to keep access information secure.
Keys and access devices
Clients are responsible for providing working keys, access codes or other entry information required to access the property.
Keys or access devices provided to Olea will only be used for the purpose of completing the agreed service.
Where keys are provided for ongoing or future bookings, Olea will retain them securely until they are no longer required or an alternative arrangement has been agreed.
Access codes and security information
Clients should provide accurate instructions for alarms, gates, building access and other security systems where applicable.
Olea will not intentionally share access codes, keys or security information with anyone who is not authorised to access the property.
Access issues
If Olea cannot safely access the property at the agreed booking time due to missing keys, incorrect access information, locked gates, unavailable building access or other circumstances outside Olea's control, the applicable cancellation or no-access fee may apply.
Clients are responsible for ensuring that any required building, gate or parking access has been arranged before the booking.
Security while cleaning
Olea will take reasonable care to secure the property when leaving, including closing doors and windows and following any reasonable security instructions provided by the client.
Clients should advise Olea of any specific security requirements before the service begins.
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11. Privacy & Client Information
Olea respects your privacy and takes reasonable steps to protect the personal information you provide to us.
Information we collect
We may collect information necessary to provide and manage our services, including:
Your name and contact details
Property address
Booking and service details
Access information
Information about the property relevant to the service
Payment and invoicing information
Communication between you and Olea
How we use your information
Your information may be used to:
Process and manage your booking
Provide our cleaning services
Communicate with you
Process payments and invoices
Respond to enquiries or concerns
Maintain business and service records
Meet our legal and business obligations
We will not sell your personal information to third parties.
Sharing information
We may share relevant information with service providers where reasonably necessary to operate the business or provide the agreed service, or where required or permitted by law.
Photographs
Olea may take photographs for the purpose of documenting the condition of a property, the scope of work or completed services.
Photographs taken for service documentation will be treated as confidential and will not be used for marketing or publicly shared without your permission.
Privacy Policy
For further information about how Olea collects, uses, stores and protects personal information, please refer to our Privacy Policy.
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12. Complaints & Dispute Resolution
We want every client to be happy with their Olea experience. If you have a concern about our service, please contact us as soon as reasonably possible so we have the opportunity to understand and resolve the issue.
Raising a concern
When contacting us, please provide as much detail as possible about the concern, including photographs where relevant.
Olea will review the concern in relation to the agreed service, the condition of the property and the circumstances of the booking.
Where appropriate, we may offer a re-clean, correction or another reasonable resolution.
Resolving concerns
We aim to handle concerns fairly, respectfully and promptly. We ask that clients give Olea a reasonable opportunity to investigate and resolve an issue before seeking other remedies.
Nothing in these Terms & Conditions limits or excludes any rights or remedies you may have under applicable Australian Consumer Law.
Feedback
We genuinely value feedback. If there is something we could have done better, we encourage you to let us know so we can continue improving the Olea experience.
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13. General Terms & Acceptance
Acceptance of these Terms & Conditions
By submitting a booking request, accepting a quote, paying a deposit or otherwise confirming a service with Olea, you acknowledge that you have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions apply to all services provided by Olea unless otherwise agreed in writing.
Changes to these Terms & Conditions
Olea may update these Terms & Conditions from time to time. The version applicable to your booking will be the version provided or made available to you at the time your booking is confirmed.
Severability
If any part of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
Governing law
These Terms & Conditions are governed by the laws applicable in South Australia, Australia.
Consumer rights
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.