Terms and Conditions

Bookings can be made by phone, email, or through any other booking method offered by Next Guest.

When making a booking, clients must provide accurate and complete information about the property, including its location, size, number of bedrooms and bathrooms, access arrangements, and the services required.

The client is responsible for notifying Next Guest of any special requirements, property conditions, hazards, or circumstances that may affect the cleaning service before the scheduled service begins.

Bookings are subject to availability and are only confirmed once accepted by Next Guest.

We understand that plans can change and that unexpected circumstances may arise. Our cancellation policy is designed to provide reasonable flexibility while ensuring that scheduled cleaning time can be managed fairly for our cleaning team and clients.

Clients must provide at least 24 hours' notice to cancel or reschedule a confirmed cleaning service.

First late cancellation or rescheduling

We understand that unexpected situations happen. The first cancellation or rescheduling request made with less than 24 hours' notice will not incur an additional fee.

Second late cancellation or rescheduling

A second cancellation or rescheduling request made with less than 24 hours' notice will incur an additional fee of 30% of the quoted cleaning service fee.

This fee will be added to the client's next invoice.

Third late cancellation or rescheduling

A third cancellation or rescheduling request made with less than 24 hours' notice will incur an additional fee of 50% of the quoted cleaning service fee, which will be added to the client's next invoice.

Repeated late cancellations may be considered a pattern of behaviour. Following a third occurrence, Next Guest reserves the right to review, modify or discontinue the client's regular cleaning arrangement, including declining future bookings where continued short-notice cancellations are not reasonably sustainable for our business.

We will always consider genuine emergencies and exceptional circumstances at our discretion.

Our rates are based on the type, size, condition and scope of the cleaning services required.

Payment is due upon completion of the cleaning service, with a maximum payment period of 48 hours from the completion of the service.

An invoice will be issued following the completion of the service and must be paid within 48 hours of the invoice being issued.

We accept payment by bank transfer or online payment using the payment methods provided on the invoice.

Additional charges may apply where the actual condition or requirements of the property substantially exceed the scope of the original quote. This may include, but is not limited to:

• Excessive cleaning or heavy soiling

• Excessive rubbish or items left behind by guests

• Unwashed or excessive amounts of dishes

• Excessive pet hair or mess

• Stains requiring additional treatment

• Cleaning required following a party or event

• Additional beds, rooms or areas not included in the original booking

• Additional tasks requested outside the agreed scope of service

Where reasonably possible, Next Guest will notify the client before carrying out additional chargeable work.

Last-minute bookings are bookings requested with less than 24 hours' notice.

While we will always do our best to accommodate urgent requests, availability is subject to our cleaning team's schedule and operational capacity.

A last-minute surcharge may apply to bookings requested with less than 24 hours' notice. The applicable surcharge will be communicated to the client before the booking is confirmed.

Next Guest cannot guarantee availability for last-minute requests, particularly during weekends, public holidays, peak periods, or high-demand dates.

Same-day and tight turnaround services are cleaning services where the available time between guest check-out and the next guest check-in is significantly shorter than the standard cleaning timeframe.

Next Guest will always do our best to accommodate tight turnaround requirements; however, availability is subject to our team's schedule and the time reasonably required to complete the agreed cleaning and presentation standard.

A tight turnaround surcharge may apply where a property requires priority service, an accelerated cleaning timeframe, or additional coordination to meet the next guest's check-in time. Any applicable surcharge will be communicated to the client before the booking is confirmed.

Where the available turnaround time is insufficient to safely and properly complete the agreed scope of work, Next Guest reserves the right to decline the booking or recommend an alternative arrangement.

Clients are responsible for providing accurate check-out and check-in times and ensuring timely access to the property.

Clients must ensure that Next Guest has safe and reliable access to the property at the scheduled time.

This may include providing:

• Keys or access codes

• Smart-lock or lockbox instructions

• Alarm or security system instructions

• Building or parking access information

• Any other information reasonably required to access the property

If our cleaners are unable to access the property due to missing, incorrect or non-functioning access information, the booking may be treated as a late cancellation and additional charges may apply

To allow our cleaners to complete the service efficiently, clients are responsible for ensuring the property is reasonably accessible and safe to clean.

Clients should:

• Remove or secure valuable, fragile or personal items

• Ensure excessive clutter is removed where possible

• Notify us of any known hazards or maintenance issues

• Ensure utilities required for cleaning, including water and electricity, are available

• Provide clean linen, towels and other supplies where these are not provided by Next Guest

• Ensure any owner- or guest-specific instructions are communicated before the service

Next Guest reserves the right to refuse or discontinue work where a property presents an unsafe working environment.

Our standard cleaning service is intended to prepare a property for the next guest in accordance with the agreed scope of work.

Cleaning times are estimates and may vary depending on the property's condition, layout, size and the actions of previous guests.

Next Guest cannot guarantee the removal of permanent stains, damage, mould, heavily soiled areas, ingrained dirt, or conditions requiring specialist restoration or maintenance.

Where a property requires specialist services outside our standard cleaning scope, we may recommend that the client arrange an appropriate specialist contractor.

9. Excessive Cleaning & Guest-Related Mess

Our standard cleaning service is based on the property being left in a reasonably clean and tidy condition by the previous guest.

Where a property requires significantly more cleaning time or effort than reasonably expected due to the condition in which it has been left, additional charges may apply.

This may include, but is not limited to:

• Excessive rubbish or recycling

• Large quantities of dishes or kitchenware

• Food or drinks spilled throughout the property

• Excessive pet hair, mess or accidents

• Excessive dirt, mud or sand

• Stains requiring additional treatment

• Furniture or items moved from their usual position

• Excessive mess caused by parties or events

• Cigarette smoke, ash or related residue

• Vomit, blood or other bodily fluids

• Excessive food or rubbish left inside refrigerators, cupboards or other areas

• Any other condition requiring substantially more time or specialist cleaning than included in the original quote

Where possible, Next Guest will notify the client or property manager and provide photographic evidence of the condition before undertaking significant additional work.

Additional cleaning charges will be based on the extra time, labour and/or specialist products required and will be added to the client's invoice.

Next Guest will always aim to complete the property to the required standard within the available turnaround time. However, where excessive cleaning prevents the full scope of the service from being completed within the scheduled timeframe, Next Guest cannot guarantee that all areas will be completed before the next guest's check-in.

The safety of our cleaning team is a priority. Next Guest cleaners are not required to work in conditions that present a health, safety or physical risk.

This may include, but is not limited to:

• Needles, syringes or other sharps

• Significant amounts of blood or other bodily fluids

• Human or animal faeces or urine beyond normal household cleaning

• Large quantities of vomit or other biological waste

• Dangerous chemicals or unknown substances

• Broken glass or other hazardous materials

• Fire, smoke or significant fire-related damage

• Serious pest infestations

• Structural hazards or unsafe areas of the property

• Any other condition that may reasonably present a risk to the health or safety of our cleaners

Where an unsafe condition or biohazard is identified, Next Guest reserves the right to stop or decline the affected cleaning work until the area has been made safe.

Specialist cleaning, biohazard remediation, pest control, or other services outside our standard cleaning scope are not included in our standard cleaning rates and must be arranged separately where required.

Where reasonably possible, Next Guest will notify the client or property manager and provide photographic evidence of the issue.

If a cleaner is required to leave the property due to unsafe conditions, the booking may still be chargeable, and any additional costs associated with specialist cleaning or remediation will be the responsibility of the client.

Next Guest will always act reasonably and use its discretion when determining whether a condition presents an unacceptable health or safety risk.

Next Guest provides cleaning services and does not provide pest control or pest eradication services.

Clients are responsible for notifying Next Guest in advance of any known pest activity or infestation at the property, including but not limited to bed bugs, fleas, cockroaches, rodents, ants or other pests.

Where a significant pest infestation is identified during a cleaning service, Next Guest reserves the right to:

• Stop or decline the affected cleaning work where there is a risk to the health or safety of our cleaners;

• Recommend that a licensed pest control professional be engaged;

• Reschedule the cleaning once the property has been appropriately treated; and

• Charge for reasonable additional time or costs incurred as a result of the infestation.

Standard cleaning does not include pest treatment, infestation removal or remediation.

Next Guest is not responsible for treating, removing or preventing pest infestations caused by guests, the property, neighbouring properties, building conditions or other circumstances outside our control.

Where evidence of pests or an infestation is observed, Next Guest may notify the client or property manager and, where appropriate, provide photographic evidence for documentation purposes.

Where linen, towels or consumables are included in the agreed service, the client is responsible for ensuring sufficient stock is available unless Next Guest has separately agreed to supply or manage these items.

Next Guest is not responsible for delays or incomplete presentation resulting from insufficient linen, towels, consumables or other supplies provided by the client.

Removal of normal guest rubbish generated during a standard stay is included as part of the regular cleaning service, where suitable rubbish bins are available at the property.

Additional charges may apply where the amount or type of rubbish significantly exceeds what would reasonably be expected from a normal guest stay.

This may include, but is not limited to:

• Excessive amounts of general rubbish or recycling

• Large quantities of bottles, cans or containers

• Rubbish left outside the designated bins

• Large or bulky items

• Furniture, appliances or other items abandoned by guests

• Excessive food waste

• Rubbish requiring additional sorting, cleaning or handling

• Any waste that cannot be safely disposed of through the property's standard waste collection service

Next Guest cleaners are not responsible for the removal of hazardous, prohibited or specialist waste, including chemicals, needles, medical waste or other materials requiring specialised disposal.

Where excessive or inappropriate waste is identified, Next Guest may notify the client or property manager and, where reasonably possible, provide photographic evidence.

Any additional time, labour, disposal fees or other reasonable costs associated with excessive or non-standard waste may be added to the client's invoice.

Next Guest provides cleaning and property presentation services and is not responsible for property maintenance, repairs or technical issues.

During a cleaning service, our cleaners may identify visible maintenance issues or damage within the property. Where reasonably possible, these issues may be reported to the client or property manager so that appropriate action can be taken.

This may include, but is not limited to:

• Leaking taps, pipes or toilets

• Blocked drains or toilets

• Faulty appliances

• Broken or damaged furniture

• Damaged fixtures, fittings or surfaces

• Faulty lights or electrical items

• Issues with doors, locks, windows or screens

• Water damage or visible leaks

• Mould or signs of moisture

• Missing or damaged items

• Any other visible issue that may affect the property's condition, safety or guest experience

Reporting an issue does not constitute an inspection, maintenance assessment or guarantee that all defects or damage will be identified.

Next Guest is not responsible for pre-existing, concealed or subsequently occurring defects, damage or maintenance issues.

Where a maintenance issue prevents our cleaners from safely or properly completing the agreed cleaning service, we may notify the client or property manager and, where necessary, stop or modify the affected part of the service.

Standard cleaning may include the removal of minor, surface-level mould from appropriate, washable surfaces where it can be safely treated using our standard cleaning methods and products.

However, mould remediation, extensive mould removal and treatment of underlying moisture or structural issues are not included in our standard cleaning services.

Additional or specialist services may be required where mould is:

• Extensive or widespread

• Embedded into porous materials

• Present on ceilings, walls or other structural surfaces

• Associated with ongoing leaks, water damage or excessive moisture

• Recurrent or indicative of an underlying property issue

• Beyond what can be safely treated using standard cleaning products and equipment

Where significant mould is identified, Next Guest reserves the right to decline or limit the affected cleaning work and recommend that the client engage an appropriately qualified specialist.

Next Guest is not responsible for the underlying cause, recurrence or remediation of mould, including issues related to leaks, ventilation, humidity, building defects or water damage.

Additional time, labour, specialist products or equipment required to address mould beyond the standard cleaning scope may incur additional charges, which will be communicated to the client where reasonably possible before the additional work is undertaken

Next Guest's standard cleaning service includes routine cleaning and ventilation of the property following a normal guest stay. However, persistent or excessive odours requiring additional treatment are not included in the standard cleaning rate.

This may include, but is not limited to:

• Cigarette or tobacco smoke

• Vaping

• Cannabis or other strong smoke-related odours

• Excessive pet odours

• Strong food or cooking odours

• Vomit or other biological odours

• Any other persistent odour requiring additional cleaning, ventilation or treatment

Where smoking or another source of excessive odour has occurred inside a property, additional charges may apply for the extra time, labour and products required to restore the property to an appropriate guest-ready standard.

Where reasonably possible, Next Guest will notify the client or property manager and may provide photographic evidence of visible smoking-related residue, ash, cigarette butts or other relevant evidence.

Next Guest will make reasonable efforts to reduce or remove excessive odours; however, we cannot guarantee complete odour removal where smells have penetrated carpets, upholstery, curtains, mattresses, walls, ventilation systems or other porous materials.

Specialist odour remediation, carpet cleaning, upholstery cleaning, ozone treatment or other specialist services are not included in standard cleaning and may need to be arranged separately.

We take pride in the quality and presentation of our work.

If you believe an aspect of the cleaning service has not been completed to the agreed standard, please contact us within 24 hours of the service being completed.

Where appropriate, Next Guest may arrange a re-clean of the affected area at no additional charge.

The satisfaction guarantee applies to cleaning work provided by Next Guest and does not cover:

• Pre-existing conditions

• Wear and tear

• Permanent stains

• Damage

• Items or surfaces that cannot reasonably be cleaned

• Issues caused by guests after the cleaning service has been completed

Complaints received after the 24-hour period may still be considered at our discretion.

Next Guest takes reasonable care when cleaning and handling items within a property.

Next Guest maintains appropriate insurance for its cleaning operations. However, our liability does not extend to:

• Pre-existing damage or defects

• Normal wear and tear

• Items that were already damaged, unstable or improperly installed

• Items that were not properly secured

• Damage resulting from defective materials, fixtures or equipment supplied by the client

• Damage resulting from instructions provided by the client or property manager

• Loss or damage to cash, jewellery, documents or other valuables left unsecured at the property

Clients are responsible for securing valuable, fragile or irreplaceable items before the cleaning service begins.

Any suspected damage caused during a service should be reported to Next Guest as soon as reasonably possible.

Next Guest uses a carefully selected range of cleaning products, including both eco-friendly and conventional cleaning solutions, depending on the surface, material and cleaning requirements.

We take reasonable care to use appropriate products and methods for different surfaces.

Clients must inform us in advance of any specific product restrictions, allergies, sensitivities, delicate materials or surfaces requiring special treatment.

Where a client requests the use of a specific product, the client is responsible for ensuring that the product is suitable for the relevant surface or material.

Next Guest may take before-and-after photographs during or after a cleaning service for the purposes of documenting the condition of the property, quality control, reporting issues, and verifying completed work.

Photographs will be taken respectfully and, where reasonably possible, will avoid personal, private or identifying information.

Photos containing personal or identifying information will not be publicly shared without the client's consent.

Clients may request that photographs are not taken for their property by notifying Next Guest in advance.

If our cleaners find personal belongings left behind by guests, we will notify the client or property manager where reasonably possible.

Next Guest is not responsible for the loss of items left behind at the property unless the loss results directly from our negligence.

Any postage, courier or handling costs associated with returning lost property may be charged to the client or guest.

Availability may be limited during public holidays, peak periods and high-demand dates.

Additional charges may apply for services requested on public holidays, outside standard operating hours, or with insufficient notice.

Any applicable additional fee will be communicated before the service is confirmed wherever reasonably possible.

Clients may request changes to the scope of a booking, subject to availability.

Additional services requested after the original booking may incur additional charges.

Next Guest reserves the right to adjust the service time and/or price where the actual requirements of the property differ materially from the information provided at the time of booking.

Next Guest will handle client information responsibly and only use personal information for purposes reasonably necessary to provide our services, communicate with clients, process bookings and payments, and manage our business operations.

We will not sell or intentionally disclose personal information to third parties except where reasonably required to provide our services, comply with legal obligations, process payments, or with the client's consent.