Terms and Conditions of Service

1. Acceptance of Terms

By requesting a quote, confirming a booking, or utilizing any services provided by Ventumm Cleaning (hereinafter referred to as "the Company", "we", or "us"), the client (hereinafter referred to as "the Host" or "the Client") agrees to be fully bound by these Terms of Service, available at cleaning.ventumm.com/terms.

2. Scope of Services

Ventumm Cleaning specializes in short-term rental property preparation (Airbnb Turnover), deep cleaning, linen management, and guest amenity restocking within Brisbane and surrounding suburbs.

Standard Scope: Each service will be executed strictly in accordance with the agreed-upon Standard Airbnb Checklist or quote description. Any task not explicitly included will be considered out of scope and treated as additional work.

Exclusions: Our standard services do not include carpet steam cleaning, full wall washing, external window cleaning at heights, or structural mould remediation unless explicitly quoted as an extra service.

Service Distinction: An Airbnb Turnover service is a specialized hospitality turnover and does not constitute a standard Bond Clean / End of Lease Clean, which operates under different pricing, timeframes, and checklist requirements.

3. Quotes and Bookings

• All initial or online quotes are estimates based on the property details provided by the Client (e.g., number of bedrooms, bathrooms, beds). Ventumm Cleaning reserves the right to adjust the final price if the actual condition or size of the property differs from the description provided.
• Quotes are valid for 30 days from the date of issue.
• Discount Validity: Any discount applied in a quotation is valid for the period stated in that quotation. If no validity period is specified, the discount will be valid for 30 days from the date of issue. After this period, all pricing and discounts are subject to review and may be changed without prior notice.
• Bookings are only considered confirmed once the Client receives written confirmation from Ventumm Cleaning via email or WhatsApp.
• Scheduling and Timing Flexibility: For same-day turnovers (where a guest checks out and another checks in on the same day), Ventumm Cleaning guarantees completion before the standard check-in time (usually 2:00 PM or 3:00 PM). However, if the property is vacant and there is no immediate back-to-back booking, Ventumm Cleaning reserves the right to schedule the service at any time or date prior to the next confirmed check-in. Specific time slots or dates cannot be guaranteed for vacant periods unless explicitly agreed upon in writing.

By confirming a booking via email, WhatsApp, or any other written communication, the Client acknowledges that they have read, understood, and agreed to these Terms of Service in full. A link to the current Terms of Service will be provided at the time of booking confirmation.

New Clients: For first-time bookings, Ventumm Cleaning reserves the right to request a 50% deposit prior to service commencement. This deposit is non-refundable in the event of a cancellation within 24 hours of the scheduled service.

4. Cancellations and Rescheduling

We understand that short-term rental schedules are highly dynamic. To protect our staff's schedule while remaining fair to our Clients, the following policies apply:

• More than 24 hours' notice: The Client may cancel or reschedule the booking without any penalty or fee.
• Less than 24 hours' notice: Cancellations or rescheduling requests made within this window will incur a late cancellation fee equivalent to 50% of the quoted service fee.
• Cancellation upon arrival (At the door): If our team arrives at the property and the service is cancelled on-site, a fee equivalent to 100% of the quoted service fee will apply.

5. Guest Late Check-outs and Access Issues (Call-out Fee)

To maintain a punctual schedule for all our clients throughout the day, our teams operate with a 15-minute complimentary waiting tolerance from the scheduled start time. If our team cannot access the property after 15 minutes due to circumstances beyond our control (e.g., guests still inside, incorrect lockbox codes, jammed keys), the following options apply:

• Option A — Reschedule for later (same day or subsequent days): To cover our team's travel expenses and lost time, a flat Call-out Fee of $45 AUD will be applied. The turnover service will be rescheduled based strictly on our current availability and invoiced at its standard rate upon completion.
• Option B — On-site waiting time extension: If, after the 15-minute tolerance, the Client requests that our team continues to wait at the property to complete the service on the same day, each additional 15-minute block of waiting time will incur an extra fee of $15 AUD, which will be added directly to the final service invoice. This option is strictly subject to our daily schedule permitting the delay.
• Option C — Cancellation: If rescheduling or waiting is not viable due to calendar constraints or our availability, the service will be treated as a late cancellation, and a 100% service fee will apply due to the lost time block.

6. Property Condition and Hazardous Materials

The Client must ensure the property is safe for our staff, providing operational running water, electricity, and structural safety.

Excessive Mess: If a property is left in an exceptionally degraded condition (e.g., severe party mess, extreme neglect), Ventumm Cleaning will immediately contact the Client to discuss additional heavy-duty cleaning fees before starting the work.

7. Amenity Restocking and Linen Services

7A. Linen Ownership & Retrieval

All linen items provided under the Full Linen Service (including sheets, pillowcases, towels, and bathmats) remain the exclusive property of Ventumm Cleaning at all times. Upon termination of services by either party, Ventumm Cleaning shall be entitled to retrieve all company-owned linen. The Client agrees to provide reasonable access for retrieval within 7 calendar days of termination.

If the Client fails to provide access within this period, refuses retrieval, or if any linen items are lost, damaged beyond normal wear and tear, or otherwise unreturnable — the Client shall be immediately liable for the full replacement cost of each affected item. Such amounts will be invoiced on the date the retrieval period expires and are payable within 7 days.

8. Invoicing and Payment Terms

Invoices will be issued upon completion of the service. Our standard payment term is 7 days from the invoice issue date (Net 7), or as otherwise agreed in writing. Bank Transfer (EFT) is our preferred payment method. Accounts remaining unpaid for more than 14 days after the invoice issue date will be subject to a late payment surcharge of 10% on the total outstanding balance, compounding monthly until paid in full. Ventumm Cleaning reserves the right to pursue outstanding amounts through the Queensland Civil and Administrative Tribunal (QCAT) or any other relevant legal mechanism without further notice.

8A. Client Information Requirements

Prior to confirming any booking, the Client must provide the following:

• Full legal name
• Residential or business address
• Email address
• ABN (if applicable)

Failure to provide accurate and complete information may result in the booking being declined. By confirming a booking, the Client acknowledges that the information provided is truthful and accurate, and consents to being contacted via the provided email address for all administrative, invoicing, and legal correspondence, including formal notices. Any costs incurred by Ventumm Cleaning as a result of inaccurate or false information provided by the Client shall be recoverable from the Client.

8B. Recurring Clients — Direct Debit Authority

For Clients requiring recurring services, Ventumm Cleaning may request written authorisation to process payments via direct debit from the Client's nominated account. This authorisation may be provided via email or WhatsApp and will remain valid until revoked in writing by the Client with a minimum of 7 days notice.

9. Our 5-Star Turnover Guarantee

We know how critical cleanliness ratings are for your Airbnb business. If a guest or the Host identifies a cleaning deficiency directly related to our standard scope of work, we will return to remedy the issue at no additional cost.

Condition: We must be notified within 24 hours of service completion, strictly before the next guest check-in, and the claim must be supported by clear photographic evidence of the reported issue. Ventumm Cleaning cannot accept liability, process refunds, or provide complimentary rectification if the property has already been occupied and used by new guests, or if the corresponding photographic proof is not provided.

10. Damage Reporting and Service Evidence

Quality Control Documentation:Our teams routinely capture photographic evidence of the property's condition before and after each service. These photos serve as internal quality control and can be provided to the Host to support security deposit claims or disputes through the Airbnb platform.

Incident Reporting: If our team notices visible property damage upon arrival (e.g., broken furniture, severe carpet stains, missing items), we will notify the Host immediately with photographic evidence.

Pre-existing Condition Documentation:Ventumm Cleaning routinely captures photographic evidence of the property upon arrival. These photos constitute definitive evidence of the property's condition at the time of service commencement and shall be considered conclusive proof of any pre-existing damage, staining, wear, or deterioration present prior to our service. No damage claim will be accepted for any condition documented in arrival photographs.

11. Liability, Insurance, and Indemnity

Any claims under this section remain subject to the dispute resolution process outlined in Section 13.

12. Governing Law and Jurisdiction

These Terms of Service are governed by and construed in accordance with the laws of Queensland, Australia. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Queensland, including the Queensland Civil and Administrative Tribunal (QCAT) where applicable.

We reserve the right to update these Terms of Service at any time. The current version will always be available at cleaning.ventumm.com/terms. Continued booking of our services following any updates constitutes acceptance of the revised terms.

13. Dispute Resolution

In the event of any dispute, complaint, or claim arising from the services provided by Ventumm Cleaning, the Client must notify Ventumm Cleaning in writing via email at info@ventumm.com before initiating any legal proceedings. Ventumm Cleaning will have 7 calendar days from receipt of the written notice to respond and attempt to resolve the matter.

If the dispute remains unresolved after this period, both parties agree to attempt mediation in good faith before proceeding to any tribunal or court. Only if mediation fails may either party escalate the matter to the Queensland Civil and Administrative Tribunal (QCAT) or any other relevant court of competent jurisdiction in Queensland.

14. Recovery of Legal Costs

If Ventumm Cleaning is required to take legal action to recover any outstanding amounts owed by the Client, or to defend any claim made by the Client that is subsequently dismissed or found in favour of Ventumm Cleaning, the Client acknowledges that Ventumm Cleaning may seek reimbursement of all reasonable legal costs, tribunal filing fees, and administrative expenses incurred in connection with such proceedings.

15. Independent Contractors

Cleaning personnel engaged by Ventumm Cleaning may include independent contractors. These contractors operate under a separate contractor agreement and are responsible for their own conduct, actions, and compliance with applicable laws while on-site. Ventumm Cleaning maintains Public Liability Insurance as stated in Section 11, however, any wilful misconduct, gross negligence, or deliberate actions of an independent contractor that fall outside the scope of the services agreed upon shall remain the sole liability of that contractor. Ventumm Cleaning shall not be held vicariously liable for actions taken by independent contractors outside the agreed scope of work. For further details on insurance coverage applicable to independent contractors, refer to Section 11.

16. Client Indemnity

The Client agrees to indemnify and hold harmless Ventumm Cleaning, its staff, and contractors from and against any claims, losses, damages, costs, or expenses arising from:

• Inaccurate or incomplete information provided by the Client at the time of booking
• The Client's failure to disclose known hazards, access issues, or property defects
• Any third party claims arising from the Client's own negligence or breach of their obligations as a short-term rental host
• Any breach by the Client of these Terms of Service

17. Contact Information

For any questions regarding these terms, please contact us at info@ventumm.com or message us directly via our official WhatsApp channel.