Agent Re-Clean Guarantee Terms

Last updated 22 September 2026 · Zen Home Co. · ABN 75 730 947 715

If your property manager identifies an area covered by our end-of-lease cleaning checklist, we will return and re-clean that area at no additional charge. These terms explain exactly how that works.

1. What the guarantee is

The Agent Re-Clean Guarantee is a re-clean remedy. If your property manager or landlord identifies an area that was covered by our end-of-lease cleaning checklist and was not cleaned to standard, we will return and re-clean that area at no additional charge.

It is not a bond-return guarantee. We cannot guarantee the outcome of your bond claim, because bond decisions are made by your landlord, your property manager, NSW Fair Trading or the Tribunal, and they take into account matters beyond cleaning — including damage, rent arrears, missing items and fair wear and tear.

2. Claim window

You must contact us within 72 hours of your final inspection, and in any case within 7 days of the clean being completed. Claims made outside this window may not be accepted, because the condition of a property changes once it has been accessed by others.

3. How to make a claim

1. Email hello@zenhomeco.com.au or message us on WhatsApp, quoting your booking reference.
2. Attach the written inspection feedback from your property manager or landlord identifying the specific areas raised.
3. Attach photographs of each area raised, where you are able to obtain them.
4. Tell us when we can access the property.

We will respond within one business day and, where the claim is accepted, attend within five business days at a time we agree with you.

4. What is covered

Any item on the end-of-lease cleaning checklist for the service you booked, and any add-on you paid for. Coverage is limited to the areas identified in your property manager's written feedback.

5. What is not covered

• Work you did not book. Optional add-ons that were not purchased — for example carpet steam cleaning, external windows, wall washing, garage cleaning or rubbish removal — are not covered.
• Mould beyond surface treatment. We treat surface mould in grout and silicone. Established or structural mould, and mould caused by ventilation, plumbing or building defects, requires specialist remediation.
• Permanent staining and damage. Marks that will not lift without resurfacing, re-grouting, re-painting or replacement — including permanent carpet stains, etched glass, heat marks, scratches, chips and paint damage.
• Property damage and pre-existing defects, including damage present before we attended.
• Areas that were not accessible or not safe to reach — including areas obstructed by furniture or belongings, and anything requiring ladders beyond standard reach, working at height, or entry to roof spaces.
• Occupied or re-occupied properties. If the property was furnished or occupied at the time of the clean, or has been occupied, moved into, renovated or further used since, we cannot verify the condition we left it in.
• Pest control, garden and outdoor maintenance, and anything outside the scope of an internal end-of-lease clean.
• Utilities unavailable. If power or running hot water was not available at the property, certain work cannot be performed.

6. Access requirements

You must provide safe, lawful access to the property for the re-clean, with power and running water connected, and the areas to be re-cleaned clear of furniture and belongings. If we attend and cannot access the property, or the areas are obstructed, we may treat the claim as closed.

7. Refunds

A re-clean is the primary remedy under this guarantee. We will provide a refund instead of a re-clean where:

• we are unable to attend within five business days of accepting your claim, and you cannot reasonably wait; or
• you no longer have access to the property through no fault of your own; or
• we did not provide part of the service you paid for.

Refunds are calculated on the portion of the service affected, not automatically the full invoice. Full details are in our Refund Policy.

8. Fair use

The guarantee applies once per booking, to the areas identified in the inspection feedback.

Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in this document limits, excludes or modifies those rights.