Refund, Cancellation and Terms of Service


48 hours’ notice is required for booking changes/cancellation, otherwise late cancellation fees apply.

If client cancels or changes the day/time less than 48 hours prior to the scheduled appointment, client agrees to pay the 50% of the quoted price or $150 whichever is higher, as late cancellation/call-out fee. In case, property is not ready for cleaning, e.g. customer is still in process of moving, there will be waiting charges of $35/hour or cancellation fee of $150 or 50% of booking amount, whichever is higher.

Health and Safety

We reserve the right not to clean an item/area within the Property (at no discount price to the Customer) if the item may pose a possible risk to the cleaner. For instance, a cracked or broken power point, dangerous light fitting or working at heights.

In such an instance the Customer will be notified, and the Customer agrees that any refund or discount related to that area or item is void and no such refund or discount will apply.

It is understood some items will be subject to wear and tear, and some items may be unable to be cleaned due to long-term or excessive exposure or contact with a build up of grime, in these instances, if identified no warranty will apply to these areas or items


It is the Customers responsibility to be contactable at all times and 1 hour prior to the agreed start of the job. If for any reason we are unable to contact the Customer, we will continue the job using reasonable endeavors. Failure to be contacted may result in the job being incomplete and will void any warranty. In this event, if we are required to return to the property a return fee will be applicable based on the number of hours the cleaner is required at the Property.

It is the Customers responsibility to inform us if parking will be an issue; AND OR to assist us in finding a suitable place to park no more than 5 minutes’ walk to the premise.

It is the solely the Customers responsibility to give access to the Property to the Cleaner on all occasions. If the property is not accessible by key or we are unable to enter at the agreed time, the Customer agrees to a $35 per hour non-access fee up to the full amount of the total cost of the job.

A key collection location may be agreed upon with the cleaner in writing (SMS or email) and may be subject to additional charges pending how far the location of the pickup area is to the property.

Failure to gain access to the Property will result in an additional $150 cancellation fee or a $75 postponement fee, postponements will be subject to availability.

Our Cleaners require unencumbered and unobstructed access to all areas of the premise that requires the service.

The Customer agrees to allow photographic images to be taken of the Property, before, during and at the end of the service, these images will be used strictly for the purpose of recording before and after images for quality assurance and proof of limitations if applicable.

Customers are required to provide our Cleaners access to electricity and running water at all occasions. This is a mandatory requirement for a bond clean. If the Property does not have these utilities, the Cleaner will do their best without these services, however the Bond Cleaning Guarantee will not be applicable. In such an event the Cleaner will contact the Customer to get advice.

If our Cleaners are required to clean behind or under a heavy item such as a fridge, stove, washing machine, bookshelf or any other item deemed heavy (weighted above 5kgs), the Customer will be required to move these items prior to the commencement of the service at the Customers own risk and cost. Unless agreed upon in writing if the heavy item/s are not removed the Customer voids the Bond Cleaning Guarantee for that particular area.

Before our Cleaners start the cleaning, the Customer is required to remove all personal belongings such as furniture, art, etc. prior to the commencement of any Service. We endeavor to be both careful and safe however we take no responsibility for any damage that may be caused at the time of the service.All rubbish is to be removed from the premise including rubbish that may be in draws cupboards and rooms. We will not be responsible for removal of any rubbish (inside the premise or outside) and will not warrant the Bond Cleaning guarantee in such an event. You have the right to negotiate with the Cleaner to remove the rubbish at an additional cost.


Both the client and Trident Services have the right to terminate and cancel any services for any reason.

Where Trident Services cancels the service, a full refund will apply. Where the client cancels the service for a full refund, services must be cancelled and email confirmation provided with a minimum of 48 hours’ notice otherwise late cancellation fees apply.

If client cancels or changes the day/time less than 48 hours prior to the scheduled appointment, client agrees to pay the 50% of the quoted price or $150 whichever is higher, as late cancellation/call-out fee.

If you are unhappy with the service, you must advise our cleaner prior to departure for any refund to apply, which will be at the sole discression of Trident Services.

Under no circumstances refund claims will be considered once the Service has been completed and We have vacated the property.

The Customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct service.

Terms and Conditions – Online Store Terms

By agreeing to these Terms of Service, you represent that you are at least 18 years old.

By placing an order with us you are agreeing that you have read and accepted our terms and conditions.

Credit Cards

Visa and Mastercard are all acceptable methods of payment.

Our terms are payment in full at time or ordering on our website. We will not perform any services until payment has cleared in full in our bank account.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store.

You agree to provide your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

Credit cards are processed by Eway, please see their website for their terms and conditions. Trident Services does not keep credit card details on file.

Online ordering security

Protecting personal and order information is a priority at Trident Services and we take all reasonable measures to do so.  As such we use Secure Sockets Layer (SSL) technology – Our On-line Ordering system WooCommerce is an industry standard for encryption technology – to protect your online order information.

SSL encrypts all information including your credit card and all personal information passed from you to

Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.

However, we suggest that you take appropriate security precautions when you access the internet via public WI-FI networks or shared computers.

General Conditions

We reserve the right to refuse service to anyone for any reason at any time.