Terms and Conditions
Last updated: 1 October 2026
These Terms and Conditions apply to services provided by Viable Clean Group Pty Ltd (“Viable Clean Group”, “we”, “us” or “our”).
By requesting a quotation, accepting a quotation, making a booking, engaging our services or allowing us to commence work, you (“you” or “the customer”) agree to these Terms and Conditions.
These Terms and Conditions should be read together with the quotation, proposal, service agreement or other written agreement issued for the particular service.
If there is a conflict between these Terms and Conditions and a specific written agreement or quotation, the specific agreed terms will apply to the extent of the inconsistency.
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified under applicable law, including the Australian Consumer Law.
Services
We provide cleaning and related property services as described in our website, quotation, proposal or service agreement.
The exact services, areas, frequency, inclusions, exclusions, price and other requirements applicable to a particular job will be set out in the relevant quotation or agreement.
The availability of a particular service may depend on the property, site conditions, access, safety requirements, equipment, materials and other circumstances relevant to the work.
Quotations
Where appropriate, we will provide a written quotation before commencing work.
A quotation may specify:
- The services to be provided
- Areas or items included
- Service frequency or number of visits
- Price and applicable GST
- Inclusions and exclusions
- Expected commencement or service dates
- Payment terms
- Any special requirements or conditions
- The period for which the quotation remains valid
Our quotation is based on the information available to us at the time it is prepared.
Where the actual condition, size, accessibility or requirements of the property materially differ from the information provided to us, we may discuss a variation with you before carrying out work outside the original scope.
Acceptance of a Quotation
A quotation may be accepted by:
- Signing or electronically accepting the quotation
- Confirming acceptance by email or another written communication
- Making a booking based on the quotation
- Giving us instructions to commence the agreed work
- Allowing us to commence the agreed services
Once accepted, the quotation and these Terms and Conditions form part of the agreement between you and Viable Clean Group.
Scope of Work
We will perform the services described in the accepted quotation or agreement.
Unless specifically included, services or work outside the agreed scope are not included in the quoted price.
If you request additional work, or if additional work becomes reasonably necessary because the actual site conditions differ materially from those on which the quotation was based, we will, where reasonably practicable, advise you of any additional cost before carrying out the additional work.
Where a variation is agreed, we will record the variation in writing where reasonably practicable.
Pricing and GST
Prices will be stated in the relevant quotation or otherwise agreed with you.
Where applicable, GST will be charged in accordance with Australian tax requirements.
Unless otherwise stated, the quoted price applies only to the services and conditions described in the quotation.
Invoices and Payment
We may issue invoices following completion of services or according to the payment schedule specified in the quotation or service agreement.
The customer must pay each invoice by the due date stated on the invoice.
If no payment period is stated, payment is due within 7 days from the invoice date, unless otherwise agreed in writing.
For recurring services, different payment arrangements may be agreed and stated in the relevant quotation or service agreement.
If an invoice becomes overdue, we may contact you regarding the outstanding amount and, where reasonably appropriate and permitted by law, suspend future services after giving reasonable notice.
A customer may contact us if they genuinely dispute an invoice or part of an invoice.
Customer Responsibilities
The customer is responsible for providing information that is reasonably necessary for us to provide the agreed services.
This includes, where applicable:
- Providing accurate information about the property
- Providing reasonable access to the property
- Providing keys, access codes or other necessary access arrangements
- Advising us of known hazards or unusual site conditions
- Advising us of fragile, valuable or particularly sensitive items
- Advising us of relevant restrictions or areas that cannot be accessed
- Providing access to electricity and water where reasonably required for the agreed work
- Obtaining any permissions required for us to carry out the services
The customer should tell us about any known conditions that may affect the safety of our workers or the suitability of the requested service.
Access to the Property
The customer must provide reasonable and safe access at the agreed time.
If we are unable to access the property because necessary access arrangements have not been provided, we may need to reschedule the service.
Where a failed attendance causes us to incur reasonable costs, we may seek to recover those costs where permitted by law and where any applicable charge has been disclosed or agreed.
We will take reasonable circumstances into account when considering cancellation or rescheduling charges.
Condition of the Property and Existing Damage
Cleaning can reveal existing damage, deterioration, staining, defects or wear that may not have been obvious before cleaning.
We are not responsible for damage that existed before we commenced the relevant service.
This may include, for example:
- Existing cracks or breaks
- Deteriorated surfaces
- Loose or damaged fittings
- Defective materials
- Existing stains or discolouration
- Poorly installed items
- Previous chemical or cleaning damage
- Normal wear and deterioration
Where we become aware of a significant risk before performing the work, we may advise you of the risk and, where appropriate, recommend an alternative method or decline to perform the affected work.
Cleaning Products and Equipment
We may use cleaning products, equipment and methods that we reasonably consider appropriate for the agreed service.
If you require a particular product, chemical, equipment or cleaning method to be used, you must advise us before the service begins.
We may decline to use a product or method if we reasonably believe it may cause damage, create an unreasonable safety risk or be unsuitable for the relevant surface or environment.
If the customer supplies a cleaning product or equipment for us to use, the customer is responsible for providing information about the product or equipment that is reasonably necessary for its safe and appropriate use.
Cleaning Results
We will provide services with reasonable care and skill and in accordance with the agreed scope.
Cleaning results can vary depending on factors including the age, condition, material, previous treatment, staining, deterioration and accessibility of the property or item.
We do not guarantee that every stain, mark, odour, discolouration or other imperfection will be completely removed where it cannot reasonably be removed through the agreed cleaning process.
Nothing in this clause limits any consumer guarantee or other legal right that applies to the service.
Specialised or Higher-Risk Premises
Certain properties or environments may have additional safety, hygiene, access, security, induction, documentation, equipment or other requirements.
Where additional requirements apply, these should be identified and agreed before work commences.
We may require additional information or arrangements before accepting or commencing work where reasonably necessary to perform the service safely and appropriately.
If a site condition creates an unreasonable safety risk that cannot reasonably be managed, we may postpone or stop the relevant work.
Commercial and Recurring Services
For recurring or ongoing services, the quotation or service agreement may specify:
- Service frequency
- Days and times
- Areas to be serviced
- Services included
- Service price
- Minimum service period, if applicable
- Notice requirements
- Customer-specific requirements
- Any agreed performance or reporting requirements
Changes to the agreed scope, frequency, premises or other material terms should be agreed between the parties.
Subcontractors and Service Personnel
We may use employees, subcontractors or other service providers to perform some or all of the agreed services.
Where we engage subcontractors, they may perform services on our behalf or as part of the services we have agreed to provide.
The use of subcontractors does not remove any responsibility that Viable Clean Group has to the customer under the applicable agreement or law.
Customers should communicate service instructions, complaints or concerns to Viable Clean Group rather than separately engaging or instructing our subcontractors for additional work connected with our engagement.
Nothing in this clause limits any rights available to a customer under applicable law.
Cancellation and Rescheduling
Customers should provide reasonable notice if they need to cancel or reschedule a service.
Any specific cancellation or rescheduling terms will be stated in the relevant quotation or service agreement where applicable.
Where cancellation or rescheduling causes us to incur reasonable costs, we may seek to recover those costs where permitted by law and where the applicable terms have been disclosed or agreed.
We will consider circumstances outside the customer’s reasonable control.
Nothing in this clause removes any cancellation, refund or other rights that apply under Australian law.
Delays and Unforeseen Circumstances
We will make reasonable efforts to attend and complete services at the agreed time.
Circumstances outside our reasonable control may sometimes cause a delay or prevent us from completing a service as scheduled.
Examples may include:
- Severe weather
- Unsafe site conditions
- Loss of access
- Equipment failure
- Unexpected property conditions
- Emergencies
- Third-party delays
- Government restrictions
- Other circumstances that could not reasonably have been prevented
Where reasonably practicable, we will communicate significant delays and work with the customer to arrange another suitable time.
Complaints and Service Concerns
If you are dissatisfied with a service, please contact us as soon as reasonably possible and explain the issue.
Where appropriate, we may:
- Review the complaint
- Inspect the relevant area
- Discuss the issue with you
- Return to address a service issue within the agreed scope
- Provide another appropriate remedy
- Provide a refund or other remedy where required by law
We ask customers to give us a reasonable opportunity to investigate and, where appropriate, rectify a genuine service issue.
This does not affect any rights or remedies available under the Australian Consumer Law or other applicable legislation.
Damage or Loss
We take reasonable care when providing our services.
If you believe our services have caused damage or loss, please notify us as soon as reasonably possible and provide relevant details so that we can investigate the circumstances.
We will consider the claim based on the circumstances, the agreed scope, the condition of the property or item before the service, information available to us and applicable law.
Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation is prohibited by law.
Insurance
We maintain insurance appropriate to our business activities, subject to the terms, conditions, exclusions and limits of the relevant insurance policies.
Where appropriate for a commercial engagement, evidence of relevant insurance may be provided upon reasonable request.
Health and Safety
We take reasonable steps to provide services in a safe manner.
Customers must inform us of known hazards or conditions that may affect the safety of workers, subcontractors, customers or other persons at the property.
We may stop, postpone or refuse work where we reasonably believe the circumstances present a safety risk that cannot reasonably be managed.
Keys, Access Devices and Security Information
Where keys, access cards, remotes, alarm information, codes or other access devices are provided to us, we will take reasonable care of them while they are in our possession.
Customers should provide clear instructions about the use and return of access devices.
Where reasonably practicable, access devices will be returned or managed in accordance with the agreed arrangements.
Photographs and Records
Where reasonably necessary for quoting, documenting the condition of a property, recording completed work or investigating a complaint, we may take photographs of relevant areas.
Photographs will be used for legitimate business purposes and handled in accordance with our Privacy Policy.
We will not intentionally photograph individuals or personal information unless reasonably necessary for the relevant purpose.
Privacy
We collect and handle personal information in accordance with our Privacy Policy.
Our Privacy Policy explains the types of information we collect, how we use and protect it, and how you can contact us about your personal information.
Our Privacy Policy is available on our website.
Website Information
We aim to keep information published on our website accurate and current.
However, website information, service availability, descriptions and other content may change from time to time.
The specific services, price, scope and conditions applying to a particular customer are those contained in the accepted quotation or service agreement.
Intellectual Property
Unless otherwise stated, content on our website, including text, logos, branding, photographs, graphics and other materials, is owned by or licensed to Viable Clean Group.
You must not reproduce, modify, distribute or commercially use our website content without our permission, except where permitted by law.
Dispute Resolution
If a dispute arises, we encourage the customer to contact us first so that we can attempt to resolve the matter directly.
The parties should provide relevant information and communicate reasonably in an effort to resolve the issue.
Where appropriate, the parties may agree to use an independent dispute resolution process.
Nothing in this clause prevents either party from exercising a legal right or remedy available under applicable law.
Changes to These Terms and Conditions
We may update these Terms and Conditions from time to time to reflect changes to our business, services or applicable legal requirements.
The Terms and Conditions applicable to a particular service will generally be those in effect when the quotation or service agreement is accepted, unless the parties agree otherwise or a change is required by law.
For ongoing services, any material changes will be communicated to the customer and, where appropriate, agreed before taking effect.
Governing Law
These Terms and Conditions are governed by the laws applicable in Victoria, Australia, subject to applicable Commonwealth laws.
Australian Consumer Law
Nothing in these Terms and Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.
Where the Australian Consumer Law applies, services may be subject to consumer guarantees including that services are provided with due care and skill, are reasonably fit for a purpose that the customer makes known where applicable, and are supplied within a reasonable time where no time has been agreed.
Where a service does not meet an applicable consumer guarantee, the customer may have rights to a remedy depending on the circumstances and the nature of the failure.
Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision will be read down or removed to the extent necessary, and the remaining provisions will continue to operate to the extent permitted by law.
Contact Us
If you have questions about these Terms and Conditions, your quotation, our services or a complaint, please contact us:
Viable Clean Group Pty Ltd
Melbourne, Victoria 3064, Australia
Email: info@viablecleangroup.com.au
Phone: 1800 840 910
Website: www.viablecleangroup.com.au
Last updated: 1 October 2026