Relax! We Clean — Website and Service Terms

Effective date: 4 August 2026
Last updated: 4 August 2026

These Website and Service Terms apply to the use of the Relax! We Clean website and to cleaning, linen, amenities, turnover and related services supplied by Relax Global Pty Ltd (ABN 60 621 715 535), trading as Relax! We Clean.

Please read these Terms before requesting, booking or receiving Services. By using the Website, accepting a Quote, submitting a booking request, authorising us to access a Property, or allowing Services to begin, you agree to these Terms.

If you are acting for a property owner, agency, body corporate, accommodation operator or another person, you confirm that you have authority to act for them and bind them to the Booking.

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

1. Definitions

In these Terms:

Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth).

Booking means a confirmed request for Services at a Property, whether made through the Website, email, telephone, calendar integration, property-management platform or another agreed channel.

Business Day means a day other than a Saturday, Sunday or public holiday in Queensland.

Client, you or your means the person or entity requesting or receiving the Services, including any person acting for a property owner or accommodation operator.

Cleaner or Service Provider means an employee, contractor or subcontractor engaged by us to perform all or part of the Services.

Property means the premises identified in a Booking.

Quote means an estimate, proposal, price, rate card or scope issued by us for Services.

Service Schedule means any accepted Quote, proposal, onboarding document, service checklist, rate card, portfolio agreement or other written document that describes the Services, prices or operational arrangements for a Client or Property.

Services means cleaning, short-stay turnover, linen, amenities, consumables, inspection, reporting, key, access, logistics and any related services we agree to provide.

Terms means these Website and Service Terms, as updated from time to time in accordance with clause 26.

Website means relaxweclean.com.au, any replacement domain, and any related online quote, booking or enquiry tool operated by us.

we, us or our means Relax Global Pty Ltd trading as Relax! We Clean.

2. How the agreement is formed

2.1 A request submitted through the Website is a request for Services and is not automatically a confirmed Booking.

2.2 A Booking is confirmed when we accept it in writing, add it to an agreed operating system or calendar, or otherwise communicate that it has been accepted.

2.3 The agreement for a Booking consists of, in descending order of priority:

1. any signed master services agreement or portfolio agreement;
2. the applicable Service Schedule;
3. these Terms; and
4. information on the Website that expressly forms part of the Booking.

2.4 If there is an inconsistency, the document higher in the order above prevails to the extent of the inconsistency.

2.5 Each confirmed Booking is a separate agreement unless a Service Schedule states that the Services form part of an ongoing arrangement.

3. Our role and Service Providers

3.1 We contract with you to arrange and supply the Services. We may perform the Services using employees, contractors or subcontractors.

3.2 We remain responsible for the Services we agree to supply, subject to these Terms and any rights that cannot be excluded by law.

3.3 You do not employ or engage an individual Cleaner merely because that Cleaner attends the Property.

3.4 We may allocate or replace a Cleaner based on availability, location, safety, performance, continuity and operational requirements. We will use reasonable efforts to provide continuity, but we do not guarantee that the same Cleaner will attend every Booking unless expressly agreed in writing.

4. Quotes and pricing assumptions

4.1 A Quote is based on the information available when it is prepared, including the Property configuration, number and type of beds and bathrooms, requested scope, access arrangements, location, linen requirements, amenities and the expected condition of the Property.

4.2 An online or instant Quote is an estimate unless we expressly state that it is fixed.

4.3 You must provide complete and accurate information. If the information supplied is incomplete or inaccurate, or the Property requires materially more work than reasonably expected, we may:

1. explain the additional work and price before continuing, where reasonably practicable;
2. seek approval for additional time, Services or charges;
3. perform only the agreed scope; or
4. stop or reschedule the Services if the additional work cannot safely or reasonably be completed within the available time.

4.4 For time-critical turnovers, a Service Schedule may authorise us to complete reasonably necessary additional work up to an agreed spending limit without obtaining separate approval each time.

4.5 Unless stated otherwise, Quotes do not include work outside the agreed scope, parking, tolls, unusual travel, waiting time, access returns, emergency attendance, after-hours work, public-holiday surcharges, excessive waste, specialist equipment, maintenance, pest treatment, hazardous-material work or replacement of missing or damaged items.

5. Scope of Services

5.1 We will provide the Services described in the Booking and applicable Service Schedule with due care and skill.

5.2 A standard turnover clean is not a deep clean, restoration service, maintenance inspection, inventory audit, pest treatment or building service unless expressly included.

5.3 Unless expressly included, the Services do not include:

1. removal of mould, asbestos, bodily fluids, needles, animal waste, hazardous chemicals or biohazards;
2. pest control or treatment of infestations;
3. moving unusually heavy furniture or appliances;
4. work at unsafe heights or outside the safe reach of ordinary cleaning equipment;
5. repairs, maintenance, electrical, plumbing or trade work;
6. cleaning areas that are locked, inaccessible, occupied or unsafe;
7. cleaning excessive mess resulting from parties, renovation, construction, smoke, contamination or misuse;
8. exterior windows, high-pressure cleaning or specialist carpet, upholstery or stone treatment; or
9. work not reasonably apparent from the Booking information.

5.4 If we identify maintenance, damage, missing items or safety issues, we may report them to you. Unless separately agreed, reporting an issue does not mean we are responsible for arranging or completing the repair.

5.5 Service checklists describe the intended scope but do not convert every checklist item into a guarantee that a particular result is possible in every Property. Results may be affected by age, wear, staining, damage, material condition, poor ventilation, defective equipment or inadequate maintenance.

6. Linen, amenities and consumables

6.1 Linen, amenities and consumables are supplied only where included in the Booking or Service Schedule.

6.2 Linen fees depend on the actual bed configuration, quantities, sizes, collection and delivery arrangements, and whether linen is owned by you, us or a third-party supplier.

6.3 Hire linen remains the property of its owner. You are responsible for ensuring that guests and other contractors do not remove, misuse or intentionally damage hire linen.

6.4 We may charge the reasonable replacement cost of missing or damaged hire linen, keys, equipment, containers or other supplied items where the loss or damage is not caused by us or our Service Provider.

6.5 Amenities and consumables may vary in brand, packaging or availability. We may substitute a reasonably equivalent product where the requested product is unavailable, unless you have instructed us not to substitute.

6.6 We are not responsible for shortages where stock is supplied or controlled by you and was not available at the Property or agreed storage location.

7. Scheduling and completion windows

7.1 You must provide accurate checkout, check-in and guest-arrival information, including changes and last-minute bookings, as soon as reasonably possible.

7.2 Unless expressly guaranteed in writing, a scheduled time is an operational window and not an exact arrival time.

7.3 We will use reasonable efforts to complete a notified back-to-back turnover before the stated guest arrival time. Completion may be affected by late guest departure, access failure, excessive condition, unavailable linen, traffic, weather, building restrictions, emergency reallocations or events outside our reasonable control.

7.4 A Property is not automatically treated as urgent or prioritised merely because a last-minute booking is possible. You must notify us when a last-minute booking request or confirmation requires priority.

7.5 If circumstances materially affect the expected completion time, we will use reasonable efforts to notify you and agree on a practical response.

7.6 We may sequence Services across Properties to use available teams efficiently while prioritising confirmed operational requirements communicated to us.

8. Access, keys and building requirements

8.1 You must provide safe, lawful and timely access to the Property, including accurate keys, codes, fobs, parking instructions, lift bookings, concierge requirements and building rules.

8.2 You must tell us promptly if access details change.

8.3 If access is unavailable, delayed or unsafe, we may charge reasonable waiting, return, cancellation, key-delivery, parking or travel costs in accordance with the applicable rate card or Service Schedule.

8.4 You authorise us to share access information with Service Providers only to the extent reasonably necessary to perform the Services.

8.5 We will take reasonable care of keys, fobs and codes in our possession. If we lose an access item through our negligence, we will pay the reasonable direct cost of replacing that item. We are not responsible for unrelated security upgrades or lock changes unless reasonably necessary because of our loss.

8.6 You are responsible for complying with building, body corporate, workplace and access requirements that apply to the Property and for informing us of those requirements before the Booking.

9. Your responsibilities

You must:

1. provide accurate Property, booking, contact and billing information;
2. ensure guests, occupants and other contractors have left the areas to be serviced unless otherwise agreed;
3. provide electricity, running water, lighting, safe ventilation and working access to the Property;
4. disclose known hazards, defects, pests, mould, asbestos, aggressive animals, security risks and unsafe areas;
5. secure cash, jewellery, documents, medication, firearms, valuables and fragile or irreplaceable items;
6. identify items that require special handling and provide suitable instructions;
7. ensure pets are safely secured and do not interfere with the Services;
8. maintain the Property, appliances, furnishings and equipment in a reasonably serviceable condition;
9. provide any client-supplied products, linen, amenities or equipment in the agreed place and quantity;
10. ensure we are legally permitted to enter and perform the Services; and
11. ensure that any personal information about guests or third parties shared with us is limited to what is reasonably necessary for the Services.

10. Safety and right to stop work

10.1 The health and safety of our team is a condition of every Booking.

10.2 We may refuse, suspend or stop Services if we reasonably believe that:

1. the Property or requested work is unsafe;
2. there is violence, threatening, abusive or discriminatory conduct;
3. there are uncontrolled hazards, illegal substances, weapons, needles, bodily fluids, infestation, asbestos, severe mould or dangerous chemicals;
4. suitable utilities or access are unavailable;
5. the work requires licences, specialist equipment or training that were not agreed; or
6. continuing would create an unreasonable risk to a person or property.

10.3 Where reasonably practicable, we will explain the issue and allow you an opportunity to make the Property safe or agree to an alternative service.

10.4 You must pay for Services already performed and reasonable costs already incurred. Any further cancellation or rescheduling fee must reflect the applicable Service Schedule and our reasonable loss or committed costs.

11. Changes, cancellations and rescheduling

11.1 You may request a change or cancellation through an agreed communication channel.

11.2 Changes are subject to availability and may change the price or completion window.

11.3 Cancellation, same-day change, waiting, return and emergency fees are set out in the applicable Quote, rate card or Service Schedule. These fees are intended to cover reasonable committed labour, travel, administration and capacity costs.

11.4 If you cancel after Services have begun, you must pay for the work performed and reasonable costs incurred up to cancellation.

11.5 If we cannot perform a confirmed Booking, we will use reasonable efforts to provide a replacement team or propose a new time. If neither option is reasonably suitable, you may cancel the affected Booking without a cancellation fee and we will refund any amount paid for Services not supplied.

11.6 We are not responsible for a failure to attend or complete caused by inaccurate information, unavailable access, late guest departure, unsafe conditions or another breach of your responsibilities.

12. Urgent, after-hours and exceptional Services

12.1 Urgent, same-day, emergency, after-hours, weekend, public-holiday, high-priority or unusually remote Services may attract additional charges where disclosed in the Quote, rate card or Service Schedule.

12.2 Acceptance of an urgent request depends on capacity and is not guaranteed until confirmed.

12.3 Where you request urgent work and there is insufficient time for a full agreed scope, we may agree with you on a reduced priority scope.

13. Quality concerns and rectification

13.1 Please inspect the Services as soon as reasonably possible.

13.2 For guest-turnover concerns, you should notify us promptly and, wherever practical, before the next guest uses the affected area. This gives us a reasonable opportunity to inspect and rectify the issue.

13.3 A quality report should include the Property, Booking date, affected area, description and clear photographs where available.

13.4 If the Services do not meet the agreed scope or an applicable consumer guarantee, we will provide the remedy required by law. Depending on the circumstances, this may include rectification, re-supply, a price adjustment, refund or compensation.

13.5 Any voluntary comeback or service guarantee we offer is additional to, and does not limit, your rights under the Australian Consumer Law.

13.6 Except where urgent action is reasonably necessary to protect guests or property, you should give us a reasonable opportunity to inspect and rectify a reported issue before arranging another provider and seeking reimbursement from us.

13.7 A return visit does not cover:

1. matters outside the agreed scope;
2. new mess or use after completion;
3. permanent stains, damage, wear or maintenance issues;
4. inaccessible areas;
5. missing client-supplied stock or linen; or
6. issues caused by guests, owners, trades or other contractors after our departure.

14. Property condition, damage and lost items

14.1 You should tell us about fragile, damaged, unstable, valuable or irreplaceable items before Services begin.

14.2 We are not responsible for pre-existing damage, ordinary wear and tear, hidden defects, defective fixtures, unstable furniture, deteriorated surfaces or damage that occurs despite reasonable care because an item was already compromised.

14.3 If you believe we caused damage or loss, notify us as soon as reasonably possible and provide photographs, purchase information and any other relevant evidence.

14.4 We may inspect the item and obtain a repair or replacement assessment.

14.5 Where we are responsible, the appropriate remedy may take into account reasonable repair cost, age, condition, depreciation, availability and current replacement value. We are not required to replace an older item with a materially better new item unless required by law.

14.6 To the extent permitted by law, we are not responsible for undisclosed cash, jewellery, documents or other valuables unless the loss was caused by our negligence or wrongful act.

15. Photographs, reports and service records

15.1 You authorise us and our Service Providers to take reasonable photographs or videos of the Property for:

1. before-and-after condition records;
2. completion verification;
3. quality control;
4. reporting maintenance, damage, missing items or hazards;
5. resolving complaints or disputes; and
6. training and operational improvement.

15.2 We will not intentionally photograph guests or use identifiable guest belongings for marketing without appropriate permission.

15.3 Property photographs may contain incidental personal information. We will handle them in accordance with our Privacy Policy and retain them only as reasonably required for operational, legal, insurance or quality purposes.

15.4 We will not use identifiable Property photographs for public marketing without your consent, unless the image has been sufficiently de-identified and its use is otherwise lawful.

16. Fees, GST and invoices

16.1 All amounts are in Australian dollars.

16.2 GST will be identified or added where applicable, as shown in the Quote or invoice.

16.3 You must pay the fees and charges stated in the Booking, Quote, invoice, rate card or Service Schedule.

16.4 Payment is due on the date stated in the invoice or, if no date is stated, within 7 days after the invoice date.

16.5 If you have authorised card or direct-debit payment, we may charge the nominated payment method in accordance with that authority.

16.6 You must raise any genuine invoice query promptly and provide enough detail for us to investigate. You must pay any undisputed part of an invoice by the due date.

16.7 If an amount remains overdue after written notice, we may suspend future Services until the account is brought up to date. We may recover reasonable external debt-recovery or legal costs actually incurred because of the overdue amount, to the extent permitted by law.

16.8 We may require a deposit, prepayment, payment method or credit approval before accepting or continuing Services.

17. Price changes for recurring Services

17.1 We will not change the agreed price of a completed Service or a fixed-price confirmed Booking except where the scope or assumptions change in accordance with these Terms.

17.2 We may update rates for future recurring Services by giving reasonable written notice.

17.3 If you do not accept an updated rate, you may cancel future affected Bookings before the new rate takes effect, subject to any separately negotiated portfolio agreement.

18. Calendar integrations and booking information

18.1 Where you connect a calendar, property-management system or third-party platform, you remain responsible for ensuring that booking data is accurate, current and complete.

18.2 Automated data, notes and alerts assist operations but do not remove your responsibility to notify us of important changes, urgent bookings, altered checkout times or unusual requirements.

18.3 We are not responsible for an error or delay caused by a third-party platform, integration failure or inaccurate imported data where we have acted reasonably on the information available.

18.4 You authorise us to use booking and Property data received through an approved integration for supplying and administering the Services.

19. Third-party suppliers and products

19.1 We may use third-party suppliers for linen, laundry, amenities, consumables, payment processing, software, storage, transport or specialist services.

19.2 A third party's own terms may apply where you contract directly with that third party. We will identify this where reasonably practicable.

19.3 We are not responsible for the independent acts of a third party you engage directly. This does not affect our responsibility for subcontractors we engage to perform our obligations to you.

20. Privacy and confidential information

20.1 We handle personal information in accordance with our Privacy Policy, available on the Website.

20.2 You authorise us to collect, use and disclose information reasonably necessary to quote, schedule, perform, verify, invoice and improve the Services, including disclosure to Service Providers and relevant operational suppliers.

20.3 Each party must keep the other party's non-public commercial, security and operational information confidential and use it only for the agreement, except where disclosure is authorised, required by law, or reasonably required to professional advisers, insurers or subcontractors who are subject to confidentiality obligations.

20.4 Access codes, guest details, security instructions, prices, operating procedures and portfolio information are confidential information.

20.5 Marketing communications will be sent only in accordance with applicable law and any consent or preference you provide.

21. Website use

21.1 You may use the Website for lawful enquiries, Quotes, Bookings and information about our Services.

21.2 You must not:

1. provide false, misleading or fraudulent information;
2. interfere with the Website, its security or availability;
3. upload malicious code;
4. scrape, copy or extract Website content or data for commercial use without permission;
5. attempt to gain unauthorised access to an account, system or information; or
6. use the Website in a way that infringes another person's rights.

21.3 You are responsible for keeping any account credentials secure and for activity performed through your account, except to the extent caused by our failure to take reasonable security precautions.

21.4 We may suspend or restrict Website access where reasonably necessary to protect security, prevent misuse, comply with law or maintain the Website.

22. Website information and intellectual property

22.1 Website content is general information and may change. Property-specific Services, scope, pricing and availability are determined by the confirmed Booking and Service Schedule.

22.2 We own or license the Website, branding, text, photographs, graphics, software, quote tools, checklists, processes and other content made available by us.

22.3 You may view and use Website content for evaluating or receiving our Services. You must not reproduce, publish, sell, modify or commercially exploit it without written permission, except as permitted by law.

22.4 You retain ownership of content you provide to us. You grant us a non-exclusive licence to use that content only as reasonably required to provide, administer, document and improve the Services.

22.5 Third-party links are provided for convenience. We do not control third-party websites and are not responsible for their content, availability or privacy practices.

23. Australian Consumer Law

23.1 Our Services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.

23.2 Nothing in these Terms excludes, restricts or modifies a consumer guarantee, right, remedy or liability where doing so would be unlawful.

23.3 Where the Australian Consumer Law permits us to limit a remedy for Services not ordinarily acquired for personal, domestic or household use, our liability may be limited, at our option, to supplying the Services again or paying the reasonable cost of having the Services supplied again.

23.4 This clause prevails over any other clause to the extent of an inconsistency.

24. Liability

24.1 Each party is responsible for loss or damage to the extent caused by its breach of the agreement, negligence, wrongful act or omission.

24.2 To the maximum extent permitted by law, neither party is liable to the other for indirect or consequential loss, loss of profit, loss of opportunity, loss of reputation or loss of anticipated savings, except where the loss:

1. is recoverable under a non-excludable law;
2. arises from fraud, wilful misconduct or a breach of confidentiality or privacy obligations; or
3. is damage to tangible property or personal injury caused by that party's negligence.

24.3 For a Client acquiring Services for business purposes, and only to the extent permitted by law, our aggregate liability arising from Services supplied in any 3-month period is limited to the total fees paid or payable for Services during that period. This cap does not apply to:

1. rights or remedies that cannot lawfully be limited;
2. personal injury or death caused by our negligence;
3. damage to tangible property caused by our negligence;
4. fraud or wilful misconduct; or
5. breach of confidentiality or privacy obligations.

24.4 You must take reasonable steps to avoid or reduce loss, including notifying us promptly of operational changes, access issues, hazards and quality concerns.

25. Indemnities

25.1 You indemnify us against a third-party claim, loss or reasonable cost to the extent caused by:

1. your breach of these Terms;
2. inaccurate information or lack of authority supplied by you;
3. an unsafe condition or undisclosed hazard at the Property;
4. your negligence or wrongful act; or
5. a claim by an owner, guest or third party arising because you lacked authority to request the Services.

25.2 Your liability under this indemnity is reduced to the extent that our breach, negligence or wrongful act contributed to the loss.

25.3 This clause does not require you to indemnify us for our own negligence, fraud or wilful misconduct.

26. Changes to these Terms

26.1 We may update these Terms for future Website use and future Bookings by publishing the updated Terms and changing the “Last updated” date.

26.2 If a change materially affects an ongoing recurring arrangement, we will give reasonable notice before it takes effect.

26.3 A change will not retrospectively alter a completed Service or confirmed fixed-price Booking unless:

1. the change is required by law;
2. the parties agree in writing; or
3. the change is administrative and does not materially disadvantage you.

26.4 If you do not accept a material change affecting future recurring Services, you may terminate the affected future Services before the change takes effect, subject to any separately negotiated agreement.

27. Suspension and termination

27.1 A single-Booking agreement ends when the Services are completed and all amounts are paid, although clauses intended to survive continue to apply.

27.2 Unless a Service Schedule states otherwise, either party may end an ongoing recurring arrangement by giving 14 days' written notice.

27.3 Either party may terminate immediately by written notice if the other party:

1. commits a serious breach that cannot be remedied;
2. fails to remedy a material breach within 5 Business Days after written notice;
3. engages in violence, threats, fraud, illegal conduct or serious safety misconduct; or
4. becomes insolvent, subject to any rights or restrictions under insolvency law.

27.4 We may suspend Services after reasonable notice for overdue undisputed amounts, repeated access failure, unsafe conditions, abusive conduct or material operational non-compliance.

27.5 Termination does not affect accrued rights, completed Services, outstanding invoices or clauses concerning confidentiality, privacy, intellectual property, liability and disputes.

28. Force majeure

28.1 Neither party is liable for delay or failure caused by an event beyond its reasonable control, including severe weather, natural disaster, fire, flood, epidemic, government action, utility failure, transport disruption, building closure, industrial action, civil disturbance or widespread systems outage.

28.2 The affected party must notify the other party as soon as reasonably practicable and take reasonable steps to reduce the effect of the event.

28.3 You must pay for Services already supplied. No fee is payable for Services that are cancelled and not supplied because of the event, except reasonable non-refundable third-party costs disclosed to you.

28.4 If the event prevents an ongoing material obligation for more than 30 days, either party may terminate the affected arrangement by written notice.

29. Dispute resolution

29.1 If a concern arises, the parties should first try to resolve it promptly and in good faith through the usual operational contact.

29.2 If unresolved, either party may give written notice describing the dispute and the outcome sought. A manager or authorised representative of each party must then use reasonable efforts to resolve it within 10 Business Days.

29.3 If the dispute remains unresolved, the parties may agree to mediation in Queensland before commencing court proceedings.

29.4 Nothing in this clause prevents either party from seeking urgent injunctive relief, recovering an undisputed debt, exercising a statutory right, or contacting an applicable consumer protection or regulatory body.

30. Notices and electronic communications

30.1 You consent to receiving Quotes, confirmations, notices, invoices and operational communications electronically.

30.2 Notices may be sent to the email address or agreed communication channel most recently provided by the receiving party.

30.3 You must keep your contact and billing details current.

31. General

31.1 No partnership or agency. Nothing in the agreement creates a partnership, employment relationship, fiduciary relationship or agency between you and us, except that a person acting for a property owner may have authority as described in clause 2.

31.2 Assignment. Neither party may assign the agreement without the other party's consent, which must not be unreasonably withheld. We may assign it to a related body corporate or as part of a genuine sale or restructure of our business by giving notice, provided the assignment does not materially reduce your rights.

31.3 Subcontracting. We may subcontract performance of the Services but remain responsible for our contractual obligations.

31.4 No waiver. A failure or delay to exercise a right is not a waiver of that right.

31.5 Severability. If a provision is invalid or unenforceable, it is read down to the minimum extent necessary or severed, and the remaining provisions continue.

31.6 Entire agreement. The documents listed in clause 2.3 contain the entire agreement about the Booking and replace earlier discussions about that Booking, except for rights arising from misleading conduct or other rights that cannot lawfully be excluded.

31.7 Governing law. The agreement is governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of Queensland courts and courts entitled to hear appeals from them.

32. Contact

Relax Global Pty Ltd trading as Relax! We Clean
ABN 60 621 715 535
Email: contact@relaxweclean.com.au
Website: relaxweclean.com.au

For billing and remittance communications, use the accounts email address shown on your invoice or Service Schedule.