Our Policies

Quotes & Scope of Work

All quotes from Aura Property Maintenance are free and obligation-free, based on the information you give us about your property and the work involved. If, once we're on site, the property differs significantly from what was described, or you'd like us to take on extra work outside the original scope, we'll let you know before proceeding and may provide a revised quote to reflect it.

Booking Confirmation

A booking is confirmed once we've accepted it and sent you confirmation of the date, time, and scope of work. Preferred dates and times are subject to availability — if your first choice isn't free, we'll always let you know so we can find another time that works.

Cancellations & Rescheduling

We understand plans change, and we'll always do our best to be flexible.

• More than 24 hours' notice: no cancellation fee.
• Less than 24 hours' notice: a reasonable cancellation fee may apply, to cover the time set aside for your job.
• Same-day cancellations or no-shows: we reserve the right to charge up to the full booking amount, as our cleaners are scheduled and prepared specifically for your appointment.

If you need to cancel or reschedule, just let us know as early as you can — we're always happy to help find a better time.

Access to Your Property

You'll need to provide safe and reasonable access to your property at the agreed time — whether that's someone being home, a key, a code, or arrangements with a building manager. If our cleaners are unable to gain access through no fault of ours, a call-out fee may apply to cover the time and travel already committed to your booking.

Customer Responsibilities

To help your clean run smoothly and safely, we ask that you:

• Secure pets somewhere safe and away from our cleaners
• Let us know about any hazards on the property beforehand
• Remove or secure valuables and irreplaceable items where practical
• Make sure electricity and running water are available on the day, as our team needs both to clean effectively

Health & Safety

The safety of our team matters to us, and we take a sensible approach to any risks on site. We may decline or pause work involving hazardous materials, unsafe electrical conditions, otherwise dangerous environments, aggressive animals, or unsafe heights. Where possible, we'll always talk to you first about how to resolve the issue.

Our Satisfaction Guarantee

We want every clean to meet The Aura Standard. If you're not happy with any part of a completed clean, please contact us within 24 hours and let us know what's fallen short. We'll assess your feedback and, where the concern falls within the original agreed scope of work, arrange to return and put it right. This isn't an automatic right to a refund for every complaint — our focus is on making sure the job is done properly.

End of Lease Cleaning

We provide a thorough, professional end-of-lease clean, carried out to a high standard and matched against your entry condition report wherever one is provided. Bond refunds, however, are decided entirely at the discretion of your landlord or property manager based on their own inspection. While we clean with your bond return in mind, we're not able to guarantee the outcome of that inspection, as it's outside our control.

Damage Policy

We take every reasonable care with your property and belongings. In the rare event that accidental damage does occur, please notify us as soon as you notice it. We'll investigate the circumstances fairly and work with you to reach an appropriate resolution.

Insurance

Aura Property Maintenance carries public liability insurance for the work we carry out, giving you peace of mind while our team is in your home or workplace.

What We Collect

When you request a quote, make a booking, or contact us, we may collect your name, email address, phone number, property address, and details about the service you're enquiring about. If you choose to upload photos of your property to help us prepare a quote, we'll also collect those images.

How We Use It

• To respond to quote requests and enquiries
• To schedule and deliver the services you book
• To communicate with you about your booking
• To improve our service (e.g. understanding which areas we service most)

Any photos you upload are used only to prepare your quote and complete the work — never for any other purpose. We do not sell your personal information to third parties.

How We Protect It

We take reasonable steps to protect the personal information we hold from misuse, loss, and unauthorised access, and we only keep it for as long as it's genuinely needed for the purposes above.

Your Rights

Aura Property Maintenance aims to handle personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth). You can ask us what personal information we hold about you, and request that it be corrected or deleted, by contacting us using the details below.

Contact Us About Privacy

Questions about this policy can be sent to info@aurapropertymaintenance.com.au.

Acceptance of Terms

By requesting a quote or booking a service with Aura Property Maintenance (ABN 11 229 001 357), you agree to these terms and conditions.

Payment

Payment is due on completion of the service, unless we've agreed to different arrangements with you in advance — for example, invoicing for commercial or recurring clients. We accept payment by bank transfer and card. If a payment is significantly overdue, we may need to pass on reasonable costs associated with recovering it, though we'll always speak with you directly first if there's ever an issue.

Website Terms

The content on this website — including text, images, and branding — belongs to Aura Property Maintenance and shouldn't be copied or reused without our permission. We may update the information on this site from time to time without prior notice, so please check back for the latest details.

Our Liability

We take reasonable care in performing our services. To the extent permitted by law, our liability for any loss or damage is limited to re-performing the service or refunding the amount paid for it. Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law that cannot lawfully be excluded.

Changes to These Terms

We may update these terms from time to time. The version published on this page at the time of your booking applies.

Governing Law

These terms are governed by the laws of Victoria, Australia.

Policy Updates

Aura Property Maintenance may update these policies from time to time to reflect changes in our services, business practices, or legal requirements. The latest version will always be available on this website.

ABN 11 229 001 357