Terms of Service

In these Terms of Service, the following definitions apply:

Golden Star Retail Cleaning provides professional commercial cleaning services for retail stores, restaurants, cafes, shopping centres, supermarkets, commercial kitchens, bakeries, bars, and hospitality venues across Melbourne, Victoria.

The specific services to be provided, their frequency, and their scope will be set out in a written quote or service agreement provided to you prior to commencement. Services may include but are not limited to:

• Nightly, weekly, and periodic cleaning programs for retail and hospitality venues
• Commercial kitchen deep cleaning, equipment degreasing, and drain maintenance
• Floor maintenance including strip, seal, scrub, and polish programs
• Window and shopfront cleaning
• Grease trap cleaning and EPA Trade Waste compliant pump-out services
• HACCP cleaning completion documentation
• Pressure washing and external area cleaning

All quotes provided by Golden Star Retail Cleaning are free of charge. Quotes are based on information provided by the client at the time of the site visit or enquiry.

Pricing may be reviewed annually or where there is a material change to the scope of services, such as a significant increase or decrease in floor area, trading hours, or cleaning frequency.

Invoices are issued weekly, fortnightly, or monthly as agreed in your service agreement. Standard payment terms are as follows:

• Payment is to be made by direct bank transfer (EFT) to the bank account specified on the invoice
• Late payments may attract a late payment fee of 1.5% per month on the overdue amount
• We reserve the right to suspend services where invoices remain unpaid beyond 14 days of the due date
• Any payment disputes must be raised in writing within 7 days of receiving the invoice

Cleaning services are performed at the times and frequencies agreed in your service agreement. We commit to arriving within the agreed cleaning window for every scheduled service.

• Access: The client must ensure we have safe, unobstructed access to the premises and all areas included in the cleaning scope during the agreed service window
• Keys and access codes: Where keys, swipe cards, or access codes are provided, they will be stored securely and returned upon termination of the service agreement
• Schedule changes: Requests to change scheduled cleaning times must be provided with a minimum of 24 hours' notice where possible
• Public holidays: Services on Victorian public holidays will be discussed and agreed in advance. Additional rates may apply for public holiday cleaning
• Lockouts: Where our team cannot access the premises during an agreed service window through no fault of our own, the full service fee for that visit may be charged

To ensure we can deliver a safe, effective, and compliant cleaning service, the client agrees to:

• Provide accurate and complete information about the premises, including any hazardous materials, chemicals on site, or safety requirements
• Ensure the premises comply with applicable Occupational Health and Safety (OHS) requirements under the Occupational Health and Safety Act 2004 (Vic)
• Inform us of any changes to the premises layout, trading hours, or cleaning requirements with reasonable notice
• Provide adequate water, electricity, and utilities access required for cleaning operations at no additional charge
• Ensure that floors are reasonably clear of stock, equipment, and obstacles prior to scheduled cleaning visits
• Notify us immediately of any unsatisfactory work or damage so that it can be rectified promptly
• Make all payments in accordance with the agreed payment terms in Section 4

Golden Star Retail Cleaning commits to the following service standards:

• Performing all services in a professional, safe, and competent manner consistent with industry best practices
• Using only TGA-registered, APVMA-approved, and food-safe cleaning products in all food-related environments
• Ensuring all staff hold current Food Handler Certificates where required for food premises access under FSANZ 3.2.2A
• Providing HACCP cleaning completion documentation after every service for food premises clients
• Maintaining $20M public liability insurance at all times (certificate of currency available on request)
• Ensuring all staff complete a WorkSafe Victoria OHS induction before attending any client premises
• Responding to quality concerns and complaints within 2 business days
• Treating all client information and business details with strict confidentiality

Either party may terminate a service agreement in accordance with the following terms:

All termination notices must be provided in writing via email to contact@goldenstarretailcleaning.com.au or via our contact form. Verbal cancellations are not binding.

We take every care when performing cleaning services at your premises. In the event of property damage or loss caused directly by our negligence, the following applies:

• Any claim for damage must be reported to us in writing within 24 hours of the relevant cleaning service
• Claims reported more than 24 hours after service may not be considered, as damage may have occurred from other causes
• We will investigate all reported damage claims within 5 business days
• Where we are found liable, compensation will be arranged through our public liability insurance policy

To the maximum extent permitted by applicable Australian consumer law, our total liability in connection with the services is limited to the cost of re-performing the affected service or refunding the service fee for the affected visit — whichever we elect.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot be excluded by agreement.

Golden Star Retail Cleaning maintains comprehensive insurance coverage for all services performed at client premises:

We are committed to delivering high-quality cleaning services. If you are not satisfied with any aspect of our service, please follow this process:

• Step 1 — Notify us promptly: Contact us within 24 hours of the relevant service by phone (0484 042 336) or email (contact@goldenstarretailcleaning.com.au)
• Step 2 — We investigate: We will acknowledge your complaint within 2 business days and investigate the matter
• Step 3 — Rectification: Where a service standard has not been met, we will re-perform the affected work at no additional charge at a mutually agreed time
• Step 4 — Escalation: If unresolved, complaints may be escalated to Consumer Affairs Victoria or the Victorian Civil and Administrative Tribunal (VCAT)

All content on the Golden Star Retail Cleaning website — including text, images, logos, cleaning guides, checklists, and documentation — is the intellectual property of Golden Star Retail Cleaning and is protected under Australian copyright law.

• You may not reproduce, distribute, or use our content for commercial purposes without our express written permission
• Cleaning checklists and guides downloaded from our website are for the client's personal or business use only
• HACCP documentation and cleaning records we provide remain the property of Golden Star Retail Cleaning but are licensed to you for your compliance and audit purposes

Our registered business name, logo, and branding materials may not be used without express written consent.

These Terms of Service are governed by and construed in accordance with the laws of Victoria, Australia. Any dispute arising from or in connection with these Terms that cannot be resolved through good-faith negotiation will be subject to the jurisdiction of the courts of Victoria.

These Terms operate in addition to — and do not exclude or limit — any rights you may have under the Australian Consumer Law, the Fair Trading Act 1999 (Vic), or any other applicable legislation that cannot be excluded by contract.

If any provision of these Terms is found to be invalid or unenforceable, that provision will be severed from the agreement and the remaining Terms will continue in full force and effect.

For any questions about these Terms of Service, or to discuss your service agreement, please contact us:

We welcome your questions — we believe good business relationships are built on clear, mutual understanding of expectations from the start.