Terms of Service

Orison White Glove Service ("we", "us", "Orison") is a cleaning business operating in Sydney and Perth, Australia. ABN: 93 956 118 189.

We provide flat-rate cleaning services including short-stay turnovers for Airbnb hosts and property managers, and end-of-lease and residential cleans for renters, owners, and agents.

Our services include short-stay turnovers, end-of-lease and bond cleans, and general residential cleans. Each service is described on our website and priced on our pricing page. The final scope and price for a job are confirmed before we start.

We aim to start and finish jobs at the times agreed with you. Unforeseen circumstances — including weather, access issues, or events outside our control — may affect timing. If this happens, we will let you know as soon as possible and work with you on a solution.

Our prices are flat-rate and quoted before we start. The price you agree to is the price for the job. Prices on our site start from the amounts shown and vary based on property size, service type, and specific requirements.

Orison is not registered for GST. Nothing extra is added to the price you are quoted.

Linen and amenities, if requested, are supplied at the rates listed on our pricing page and are charged separately.

To book a service, you can use our booking links or submit a quote request. We will confirm the service, price, and timing with you before we start. A booking is not confirmed until we have confirmed with you.

Payment terms are agreed before the job. If a deposit is required, the amount and due date will be confirmed with you in writing.

For turnovers and end-of-lease cleans, you are responsible for ensuring we can access the property at the agreed time. This includes providing keys, codes, or other access methods as needed.

You are also responsible for ensuring the property is ready for us to clean — for example, that valuables, fragile items, and anything you do not want moved or cleaned are secured or removed.

If we arrive and cannot access the property, or the property is not in a condition we can clean as agreed, we may need to reschedule or adjust the scope and price. We will let you know what is needed and why.

Every job is completed to a documented standard and finished with a 10-photo before-and-after audit. Photos are uploaded and timestamped on the day of the job.

For end-of-lease cleans, if your agent flags anything within 72 hours of the clean, we will return and re-clean the flagged areas free of charge. For short-stay hosts, we offer a free return within 24 hours.

Our rectification guarantee covers issues with the cleaning work itself. It does not cover pre-existing damage, issues caused by tenants or guests, or problems unrelated to the clean.

To get the best result from our service, please:

• Provide accurate information about the property and what you need when you book
• Make the property accessible at the agreed time
• Tell us about any fragile items, areas to avoid, or special instructions
• Raise any concerns with us as soon as possible after the job, and within the guarantee period

We take care in our work, but we cannot guarantee that every agent, landlord, or guest will be satisfied. Our liability for any loss or damage arising from our services is limited to the amount paid for the job, except where the loss was caused by our negligence or where a greater liability cannot be excluded by law.

We are not responsible for pre-existing damage, items left in the property, or issues caused by others. We are not liable for indirect or consequential losses, including lost bookings or lost income, except where such liability cannot be excluded by law.

If you need to cancel or change a booking, please let us know as soon as possible. We may have already allocated staff and time to your job, so late changes may incur a fee. The amount depends on how much notice you give and the circumstances.

If we need to cancel or change a booking for any reason, we will let you know and work with you to find another time, or provide a refund for any amount you have already paid for the affected job.

You agree not to abuse our staff, make false claims about our work, or engage in conduct that is unlawful, threatening, or harassing. We reserve the right to decline or end a service relationship if your conduct makes it unreasonable for us to continue.

We may update these terms from time to time. The date at the top of this page shows when they were last changed. If we make a significant change, we will make a reasonable effort to let you know. Continued use of our services after a change means you accept the updated terms.

Questions about these terms? Email us at [email protected].