Important Notice: This Terms of Use and Subscription Agreement ("Agreement") governs the services provided by Blue Facility Services Pty Ltd (ABN 94 665 522 556) ("Blue", "we", "us") to you, the client ("Client", "you"). By booking or using Blue's services (including one-time or subscription services) via our website or platform, you agree to be bound by this Agreement. Please read these terms carefully. If you have any questions or need clarification, contact us before proceeding.
Any capitalized terms not defined above have the meaning given elsewhere in this Agreement.
Blue provides a range of property maintenance and cleaning services to Clients across all Australian states and territories. Our Services include, but are not limited to:
The specific tasks and scope for each booking will be agreed upon at the time of booking (e.g. number of rooms to clean, areas to garden). The price quoted will reflect this agreed scope. Clients are responsible for providing accurate information about the condition of the property and the work required. If upon arrival the job is materially different in scope or condition than described (for example, significantly more clutter or dirt than disclosed, presence of biohazards, etc.), Blue reserves the right to adjust the service scope or pricing with Client's consent, or to reschedule or cancel the service. We will communicate any required changes to pricing or scope before proceeding.
Blue's services are available Australia-wide. While we strive to service all locations, some remote or regional areas may have limited availability or extended scheduling times. Blue will inform you at the time of booking if there are any location-based service restrictions or travel surcharges.
Blue may engage qualified subcontractors or partner companies to perform some Services (for example, a specialized carpet cleaning technician). All subcontractors are required to meet Blue's standards of service and carry appropriate insurance coverage for their trade. These subcontractors remain independent parties – Blue will coordinate the services and handle bookings and customer service, but the actual work may be performed by the subcontractor.
To book Services online, you may need to create an account on Blue's platform. You must provide accurate, current information (name, service address, contact details, payment information, etc.) and keep it updated. All personal information is handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).
Clients can request Services through our website or app, or by contacting our customer service. A booking is only confirmed once Blue accepts the request and either payment has been processed or other payment arrangements are agreed. You will receive confirmation of the date, time, Service type, and any special instructions.
Important: The Client is responsible for providing access to the premises at the scheduled service time. This includes arranging for keys, access codes, gate permissions, or having someone present to let the Service Provider in. If the Service Provider cannot gain entry at the agreed time (e.g. locked out, no answer at premises), it may be treated as a Client no-show cancellation and the full service fee may still be charged.
You are not required to be present during the service, but you may choose to be. If you will not be home or on site, please provide clear instructions for access and securing the property after service.
Unless otherwise agreed, Blue (or its subcontractors) will provide all necessary cleaning equipment and supplies to perform the Services. The Client must ensure that basic utilities (water, electricity) are available at the service location for our use.
All prices for Services will be quoted in Australian Dollars and are inclusive of GST, unless stated otherwise. A detailed quote or rate for your requested service will be provided prior to booking confirmation.
Blue uses Stripe to process payments. We accept major credit and debit cards, and support direct debit bank payments through Stripe where available. By providing your payment details, you authorize Blue (and Stripe, our payment processor) to charge the listed payment method for the cost of services and any applicable fees in accordance with this Agreement.
Payment Schedule: Payment for each service appointment is typically processed 48 hours before the scheduled service time. This means your card on file will be automatically charged approximately two days prior to each cleaning/service visit. If you book a service less than 48 hours in advance of its scheduled time, the payment will be processed immediately at the time of booking.
If a payment is declined or fails (e.g., due to expired card or insufficient funds), we will notify you to update your payment information. The service will not proceed without successful payment. If payment is not resolved at least 24 hours before the service, Blue may treat it as a late cancellation by the Client.
After each successful payment, Blue will provide you with a receipt by email. For subscription plans or regular services, invoices can be provided upon request or accessed via your online account.
Blue may update its standard rates or introduce new fees from time to time. If you are on a Subscription Plan, your pricing is locked in for the duration of your current term. Upon renewal (or for new bookings), any updated pricing will be communicated to you in advance.
Blue offers recurring service plans ("Subscription Plans") of 3-month, 6-month, or 12-month durations. When you sign up for a Subscription Plan, you are committing to that minimum term of recurring services. Subscriptions renew automatically at the end of each term for a successive term of the same length, unless you cancel before the end of the current term.
Subscription clients are not typically charged the entire term upfront. Instead, payment for each service occurrence in the subscription will be processed as per Section 4.3 (48 hours before each scheduled visit).
Auto-Renewal Notice: Your subscription will automatically renew for an equivalent term at the end of the initial term unless you notify Blue of cancellation at least seven (7) days before the end of the current term. Blue will endeavor to send a reminder before your term renews, but failure to read a reminder email does not constitute an exception to auto-renewal.
We understand you might occasionally not need a scheduled service (e.g., you'll be away on holiday) but still wish to keep the subscription. Our subscription plans allow a limited number of complimentary "skips" (service pauses) per term, provided you give at least 48 hours' notice for each skip.
You may upgrade your subscription at any time with Blue's approval. Downgrading (reducing frequency or term) mid-term is generally not permitted without penalty, as it effectively shortens the commitment.
Rescheduling a one-time service with more than 48 hours notice is free of charge – we will simply move your appointment. If you request to reschedule within 48 hours of the appointment, this may be treated as a cancellation and fees may apply.
Cancellation Policy:
Early termination of a subscription is subject to a cancellation fee equal to 30% of the remaining value of the subscription term not yet fulfilled. Blue may waive or reduce this fee in special cases (relocation, force majeure) at our discretion.
If Blue needs to cancel or reschedule a service due to provider illness, severe weather, or other operational issues, we will give you as much notice as possible and offer a reschedule or full refund.
Except as expressly provided in this Agreement, all fees paid are non-refundable. Refunds are processed to the original payment method within 5–10 business days.
100% Satisfaction Guaranteed: If you are not satisfied with the quality of a service provided, please let us know within 24 hours of service completion. Include any relevant photos or details of the problem.
If Blue validates the issue as legitimate, our first remedy will be to arrange a free "re-clean" or service reattempt as soon as possible to fix the problem – typically within 48 hours of your complaint.
If after a re-clean you are still dissatisfied, or if a re-clean is not feasible, Blue may offer a partial refund of 30% of the service fee as a gesture of apology.
Our Satisfaction Guarantee does not cover unrealistic expectations, tasks outside the agreed scope, pre-existing conditions, or issues reported beyond the 24-hour window.
This Satisfaction Guarantee is provided in addition to, and does not exclude, any rights or remedies you have under the Australian Consumer Law (ACL).
You agree to provide an uncluttered, unobstructed, and safe working environment for our Service Providers. Remove or secure fragile items, valuables, or clutter that may impede the work.
Ensure access to running water, electricity, and functional amenities. For exterior work, provide outdoor water tap and safe access.
Please secure pets on service days. Keep them in an area away from where work is being done, or crated if they might become anxious or aggressive.
Inform Blue of any known allergies, sensitivities or special requirements regarding cleaning products or conditions in the home.
Remove valuable or fragile items temporarily, or clearly communicate if they require special care.
Safety First: Clients must not expose our Service Providers to hazardous materials or unsafe conditions. If your premises contain known hazardous substances (asbestos, black mold, needles/sharps, dangerous chemicals) or dangerous conditions, you must inform Blue ahead of time. We reserve the right to decline or discontinue service if such conditions are encountered.
If anyone in the household is ill with a contagious condition, please notify us to reschedule or take precautions. Our staff will similarly not attend work if sick.
We maintain a zero-tolerance policy for harassment or abuse. Threatening, abusive, harassing, or inappropriate behavior toward our personnel will result in immediate service termination and possible contact with authorities.
Blue does not provide:
Blue carries a public and products liability insurance policy with coverage up to AUD $20 million for property damage or personal injury claims that may arise in the course of our Services.
If our Service Provider accidentally damages something at your property, notify us immediately (within 24 hours). If verified as our fault, we will repair, replace, or reimburse the fair value. We are not liable for pre-existing damage, wear and tear, or fragile items we couldn't reasonably have been aware of.
We provide services with due care and skill, but do not guarantee that every stain will be removed or every repair will last indefinitely. Results can vary based on factors outside our control.
Except for liability under the ACL which cannot be excluded, Blue's liability is limited to re-supply of services or payment of the cost of re-supplying services. We do not accept liability for indirect or consequential losses.
Blue collects personal information including name, address, contact details, billing information, and service preferences to provide Services.
Blue is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We only collect information reasonably necessary for our business functions.
Personal information is used primarily for providing services, processing payments, and communicating about bookings. You can opt out of marketing communications anytime.
We share only necessary details with assigned Service Providers. All personnel are required to treat personal information as confidential.
We take reasonable steps to protect personal information from misuse, loss, and unauthorized access. Payment information is processed securely by Stripe.
Blue Facility Services Pty Ltd
ABN: 94 665 522 556
Email: support@bluefacilityservices.com.au
Phone: 1800 577 111
Address: Melbourne VIC, Australia
By using our website or services, you acknowledge that you have read and understood this Agreement and agree to be bound by it. If you are entering this Agreement on behalf of a company or organization, you warrant that you have authority to bind that entity. If you do not agree with these terms, you should not make a booking with Blue.
Thank you for choosing Blue Facility Services. We look forward to maintaining a clean, safe, and comfortable environment for you, backed by clear and fair terms for our working relationship.
© 2025 Blue Facility Services Pty Ltd. All rights reserved.
ABN 94 665 522 556