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Home > Terms & Conditions
Whole Detail — Our Fair Play Agreement
Welcome to Whole Detail! We don’t believe in hiding behind tiny legal print that nobody reads. Instead, we run our business on a simple Fair Play Agreement. These are the straightforward rules that keep things fair, safe, and transparent for your family and our hardworking teams across Victoria and Queensland.
Serving VIC & QLD
10000+ Recorded Melbourne Service History
Trusted by Victorians 10+ Years
Fixed Pricing & The "Fair Use" Rule
What you see is what you pay:
Our online pricing is completely fixed based on the number of bedrooms and bathrooms in your home. You never have to worry about surprise costs or waiting around for a quote.
The structural baseline:
This fixed pricing assumes your home is under a standard maintenance routine. If a property has severe long-term neglect, heavy mold tracking, hoarding conditions, or extreme hazardous grime, it requires much more intensive labor.
How we handle it:
If our team arrives and finds these conditions, our local Service Manager will chat with you upfront to adjust the scope or the price before we start any work. If you decide not to proceed, we will simply charge a standard call-out fee to cover our crew's travel and staging time.
We are 100% Cashless
Digital and secure:
To protect your data, secure our records, and keep our team safe, Whole Detail is entirely cashless.
Easy payment options:
You can easily settle your booking through our secure digital payment channels via bank transfer, credit/debit card, or PayPal.
Crew safety:
Our field detailers do not carry cash floats and are strictly prohibited from accepting cash on-site.
Access, Keys, and High-Rise Logistics
Getting inside:
You don't need to be home while we work! Most of our clients prefer to leave keys in a secure lockbox or coordinate a hand-off with their building concierge.
High-rise lift bookings:
If you live in a high-density high-rise tower, please make sure you pre-book the service lift with your building management so our team can get our specialized gear up to your level without staging delays.
Lockout protection:
We value our team's time. If our crew arrives and cannot access your property within 30 minutes (due to a missing key, incorrect code, or unbooked lift), a 50% lockout fee will apply to fairly compensate the detailers for their lost shift block.
Our 110% Satisfaction Guarantee
We stay until it’s perfect:
We don't set rushed time limits on our deep flushes. Our teams use a data-backed 11-step checklist and stay on-site until the work hits our premium standard.
The 24-hour check window:
Walk through your home and look at the details. If something isn't completely perfect, just notify your dedicated local Service Manager within 24 hours of completion.
Our promise:
We will send our team straight back to your property to reclean and fix the area for free. If you still aren't happy after our second try, we will give you a 100% refund plus a 10% credit toward any future service. Frivolous or delayed complaints sent days later do not qualify for this guarantee loop.
Flexible Rescheduling (No Rigid Contracts)
Life happens:
We operate on a flexible, dynamic system instead of locking you into rigid contracts.
Free adjustments:
You can change, pause, or reschedule any upcoming visit completely free of charge—as long as you give us a minimum of 24 hours' notice.
Late changes:
Because our heavy assets and detailers are locked in advance, cancellations or changes made within less than 24 hours of your slot will incur a $50 admin disruption fee.
Protecting Your Sensitive Surfaces
Expert material care:
Our specialists are trained in premium and heritage surface care. We exclusively use material-safe, non-abrasive, pH-neutral detailing agents to protect your marble, natural stone, and custom joinery.
Peace of mind:
We hold a comprehensive $20M Public Liability insurance policy to keep your assets safe. However, we are not responsible for fixing pre-existing wear-and-tear, old cracked grout, or unstable heritage finishes that naturally flake under standard, proper cleaning procedures. Your Service Manager will always flag any pre-existing risks with you during our initial staging inspection.