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Serene Facility Group Pty Ltd
Last Updated: 12 March 2026
These Terms and Conditions govern the provision of cleaning services by Serene Facility Group Pty Ltd (ABN 37 679 720 391). By booking or using our services, you agree to these Terms and Conditions.
Serene Facility Group Pty Ltd
ABN: 37 679 720 391
Address:
P.O. Box 4429
Eight Mile Plains QLD 4113
Australia
Phone:
1300 123 734
0485 908 445
Email:
Sales@serenefacilitygroup.com.au
Info@serenefacilitygroup.com.au
Website:
https://www.serenefacilitygroup.com.au
A booking is confirmed when:
A customer submits a booking through our website or online booking system, or
A booking is confirmed via phone, email, or written agreement.
Serene Facility Group Pty Ltd reserves the right to accept, decline, or reschedule bookings based on availability.
Services are performed at the earliest available time slot offered by our team unless otherwise agreed.
We accept the following payment methods:
Bank Transfer
Card Payment
Payment must be made on the same day before the completion of the cleaning service, unless otherwise agreed.
Serene Facility Group Pty Ltd reserves the right to withhold completion of services if payment arrangements are not confirmed.
Late payments may result in additional fees or refusal of future services.
Customers must provide at least 24 hours notice if they wish to cancel or reschedule a booking.
If a cancellation occurs with less than 24 hours notice, a $100 cancellation fee may apply.
Serene Facility Group Pty Ltd reserves the right to reschedule services due to:
staff illness
severe weather
safety concerns
unforeseen operational issues.
Customers must ensure cleaners have safe and timely access to the property at the scheduled time.
If cleaners arrive and cannot access the property:
We will attempt to contact the customer.
Waiting time may be charged.
If access cannot be arranged, the booking may be treated as a late cancellation and the cancellation fee may apply.
Customers must ensure reasonable parking is available for cleaning staff near the property.
If paid parking is required and not arranged by the customer:
Parking costs may be added to the final invoice, or
The booking may be rescheduled if parking is unavailable.
Serene Facility Group Pty Ltd provides all necessary cleaning supplies and equipment required to perform the service.
If customers request the use of their own cleaning products or equipment, the company is not responsible for the performance or outcomes of those products.
For the safety of both cleaners and pets, customers must ensure that pets are secured or safely contained during the cleaning service.
Serene Facility Group Pty Ltd accepts no liability for pets that escape, become injured, or cause injury during the service if they are not properly secured.
Serene Facility Group Pty Ltd takes reasonable care when providing services.
If accidental damage occurs during cleaning:
The customer must notify us within 24 hours of the service completion.
We may inspect the reported damage before determining responsibility.
Our liability is limited to repair or replacement of the damaged item at our discretion.
Serene Facility Group Pty Ltd is not responsible for damage resulting from:
pre-existing conditions
normal wear and tear
faulty fixtures or fittings
improper installation of household items.
Serene Facility Group Pty Ltd offers a Bond Back Guarantee for end-of-lease cleaning services, subject to the following conditions:
The customer must provide the exit condition report from the property manager or real estate agent.
Any cleaning issues identified must be reported within 4 days of the cleaning service.
The company must be given the opportunity to re-clean the relevant areas.
The Bond Back Guarantee applies only to cleaning items listed in the original service agreement.
The guarantee does not cover:
damage repairs
mould removal
pest control
structural defects
areas that were not part of the cleaning scope.
Serene Facility Group Pty Ltd reserves the right to decline or stop services if:
the property presents safety risks
hazardous materials are present
the working environment is unsafe
unreasonable or abusive behaviour is directed at staff.
Customers must ensure:
utilities such as electricity and water are available during cleaning
access to the property is available at the scheduled time
personal valuables and fragile items are safely stored.
Serene Facility Group Pty Ltd is not responsible for loss of unsecured valuables.
If you are not satisfied with the cleaning service, please contact us as soon as possible.
Where applicable, Serene Facility Group Pty Ltd may offer a re-clean of the affected areas, provided the issue is reported within the required timeframe.
To the maximum extent permitted by law, Serene Facility Group Pty Ltd is not liable for:
indirect or consequential losses
delays caused by circumstances beyond our control
damages resulting from pre-existing conditions.
Nothing in these Terms excludes any rights that customers may have under Australian Consumer Law.
Serene Facility Group Pty Ltd may update these Terms and Conditions from time to time.
The latest version will be available on our website.
These Terms and Conditions are governed by the laws of Queensland, Australia.
Any disputes arising from the provision of services will be subject to the jurisdiction of the courts of Queensland.
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