Bond Back Guarantee

Quick answer: what to check before you trust a “guarantee”

A bond back guarantee is only meaningful if the cleaner can show:

1. Scope in writing (what’s included for your job). 

2. A stated standard (what “done” means). 

3. Evidence requirements (what you must send to request a re-clean). 

4. A timeframe + rectify-first process (how follow-up works). 

What a “bond back guarantee” usually means

Most cleaning “bond guarantees” resolve to one operational offer: if cleaning-related issues are identified within the booked scope, the cleaner will re-attend and fix genuine misses under stated conditions.

If the offer doesn’t define scope, evidence, and timing, it’s not something you can reliably use.

What controls bond outcomes beyond cleaning

Bond outcomes are typically shaped by entry vs exit evidence and what the agent/landlord claims is different at the end of the tenancy.

For example, Consumer Affairs Victoria explains the exit condition report records the end condition and is used in end-of-tenancy processes where bond can be claimed for issues such as further cleaning required.

Tenants Victoria also discusses leaving the property reasonably clean and distinguishes cleaning issues from other end-of-lease issues.

So even after a strong clean, bond outcomes can still be affected by:

• condition report evidence and photos,

• fair wear and tear vs damage arguments,

• items outside cleaning scope,

• and expectations that go beyond “reasonably clean”.

BLHISs standard: Reasonably Clean within Approved Scope

BLHISs defines Approved Scope as Checklist A items by default (unless excluded in writing), plus any add-ons accepted in writing. 

BLHISs defines Reasonably Clean as a standard aligned to entry condition evidence and normal tenancy expectations, achieved with due care and skill within scope (not “brand new” restoration). 

BLHISs also states it does not make an open-ended promise about bond outcomes because those depend on factors beyond cleaning. 

BLHISs inspection support: how the re-clean process works

If cleaning-related issues are raised after the service, BLHISs uses a documented inspection support process:

1) When to raise a re-clean request

Provide re-clean requests within 5 business days where practicable (operational timeframe). 

2) What you must send (so it can be actioned)

Re-clean requests must include:

• an itemised punch list,

• exact locations, and

• photo evidence where possible.

  Vague claims may be held until itemised. 

3) Rectify-first rule

You must give BLHISs a reasonable opportunity to inspect and re-supply the service (re-clean) before arranging a third-party cleaner for the same alleged issue (unless urgent and cannot reasonably wait). 

4) Re-attendance timeframe (operational)

BLHISs aims for 1–3 days and asks you to allow up to 5 business days; same-day re-cleans can’t be demanded. 

5) Scope gate

Re-cleans apply only to Approved Scope items and only where there is a genuine miss or shortfall against Reasonably Clean. 

Consumer guarantees (Australia-wide, high level)

Australian Consumer Law provides consumer guarantees for services and sets out remedies depending on the circumstances (including re-supply within a reasonable time and, for major failures, potential refund options).

BLHISs’ terms also reference that consumer guarantees operate alongside its terms and describe re-supply/major-failure remedies. 

Renter checklist: how to make a “guarantee” actually usable

1. Keep your entry and exit evidence (condition report + photos).

2. Get scope in writing (Checklist items + any add-ons accepted in writing). 

3. If issues are raised, reply with an itemised list + locations + photos. 

4. Raise it promptly (where practicable) and let the cleaner rectify first. 

5. Keep the discussion scoped to cleaning vs non-cleaning issues (wear/tear, damage, repairs).

Feeling confident?