Terms of Service

Last updated: 2 August 2026

These terms govern your use of the ProperLink mobile application, operated by ProperLink Intelligence Pty Limited (ACN 694 596 453) (“ProperLink”, “we”, “us”).

1. About ProperLink

ProperLink is a platform that connects residents who need cleaning services with independent cleaners in Australia. ProperLink facilitates job matching, payment processing, and communication between residents and cleaners. The contract for the cleaning services themselves is formed directly between the resident and the cleaner — ProperLink is not a party to it. ProperLink provides the platform and acts as the cleaner's payment collection agent for amounts paid through the app. Cleaners are independent service providers and are not employees of ProperLink.

2. Your account

You must be at least 18 years old to create an account. You must provide accurate information when creating and maintaining your account, and keep your phone number up to date as it is used to sign in. You are responsible for all activity that occurs under your account. Accounts that breach these terms, engage in fraudulent activity, or misuse the platform may be suspended or disabled.

3. Cleaner eligibility and obligations

To offer services as a cleaner you must: (a) be at least 18 years old and entitled to work in Australia; (b) hold a valid Australian Business Number (ABN) and be responsible for your own tax obligations; (c) hold and maintain current public liability insurance covering your cleaning work, and provide evidence of it on request — ProperLink may refer you to third-party insurance providers, but does not itself provide insurance or financial product advice; (d) provide a current Australian National Police Check before your account is activated, and again on request; and (e) comply with all laws that apply to your services. ProperLink may decline, suspend or deactivate a cleaner account that does not meet these requirements. For scheduled bookings, cleaners must only accept work they reasonably expect to attend, confirm when they start travelling, and make reasonable efforts to arrive by the scheduled time. Where the app identifies a scheduled booking as subject to the confirmed no-show policy, a “confirmed no-show” occurs when an assigned cleaner has not completed GPS arrival verification by the arrival deadline shown in the app and ProperLink cancels the booking for that failure to arrive. A cleaner cancellation or a replacement requested by the resident is not, by itself, a confirmed no-show. Three confirmed no-shows within a rolling 14-day period may suspend access to new scheduled bookings for 30 days. A cleaner may appeal a confirmed no-show in the app within 7 days after the affected assignment ends. ProperLink will review the available job, timing and location records acting reasonably.

4. Jobs and pricing

Residents publish cleaning jobs at a price suggested by the platform based on the property details, which the resident may adjust before publishing. Cleaners choose to accept or decline jobs at the published price. Once a job is accepted, both parties are expected to make reasonable efforts to complete it as described. All prices are shown in Australian dollars; the checkout shows the GST component and the GST-inclusive total before you pay.

5. Payments, cancellations and refunds

Payments are processed by Stripe. When you publish an instant job, you authorise ProperLink and Stripe to place a hold (authorisation) on your nominated payment method for the job total. For scheduled bookings, your card is saved when you book and the hold is placed closer to the scheduled start (currently about 24 hours before). The job amount is only captured (charged) when you approve the completed job, when it is automatically released after completion (currently 48 hours after the cleaner marks the job done), or as otherwise set out in these terms, including an applicable cancellation fee. Payment authorisations can expire or require renewal; if this happens, we may ask you to confirm your payment details before the job can proceed.

Cancellations. You can cancel a job free of charge while it is still waiting for a cleaner. You can also cancel a scheduled booking free of charge after the scheduled start where the app offers that option, as described below. In other cases, if you cancel after a cleaner has accepted, ProperLink may charge the cancellation fee shown in the app before you confirm the cancellation. The fee is calculated from the job amount and how far the job has progressed — for example, whether the cleaner has accepted the job or has already arrived on site.

Scheduled arrival. The following options apply where they are shown for your scheduled booking in the app. If no cleaner is assigned by the scheduled start, the booking is cancelled and any payment authorisation is released. If the assigned cleaner has not arrived by the scheduled start, the resident may choose to cancel free of charge, extend that cleaner’s arrival window once (up to 60 minutes after the scheduled start), or end that assignment and request one 15-minute replacement search. If a replacement accepts, the app shows the replacement cleaner’s arrival deadline based on their stated arrival estimate. If no replacement accepts before the replacement search ends, or the assigned cleaner does not arrive by the deadline shown in the app, the booking is cancelled and the payment authorisation is released. ProperLink does not provide an additional cash or account credit for these outcomes.

Property access. If a cleaner has completed GPS arrival verification but cannot access the property, they may report the issue in the app. The resident then has 15 minutes to provide access. If access is not provided, the cleaner may cancel. In that case, the resident may be charged the on-site cancellation fee shown in the app, calculated under the cancellation policy applying to a cleaner who has arrived on site; part of that fee may be paid to the cleaner.

Disputes and refunds. If you are not satisfied with a completed job, you can dispute it in the app. Either party may submit relevant information about a disputed job. ProperLink will review the submissions from both parties and determine the platform payment outcome acting reasonably. Where ProperLink determines a dispute in the resident's favour and the job is cancelled, the resident receives a full refund of the amount paid for that job; the parties may also agree a partial resolution. This process does not limit any rights either party has under the Australian Consumer Law or other laws that cannot be excluded.

6. Location sharing (cleaners)

Going online as a cleaner requires location access: while online, your location is periodically reported so nearby jobs can be dispatched to you. For a scheduled booking, job-specific location sharing starts when you confirm that you are travelling; for an instant job it starts after acceptance. It is shared with the resident while you travel to the site. This is described in more detail in our Privacy Policy.

7. Conduct

You agree to treat other users with respect, to communicate through the in-app messaging only for matters related to a job, and not to use the platform for any unlawful purpose. Photos uploaded to a job must relate to that job. We may remove content or restrict accounts that violate these rules.

8. Liability

To the extent permitted by law, ProperLink is not responsible for the acts or omissions of residents or cleaners, or for the quality, safety, legality or completion of cleaning services supplied by a cleaner. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Where our liability can lawfully be limited, it is limited to resupplying the relevant platform services or paying the cost of having them resupplied.

Any claim arising from the cleaning services themselves must be pursued against the other party to the job; to the extent permitted by law, you release ProperLink from claims between residents and cleaners. You indemnify ProperLink against third-party claims arising from your breach of these terms or your unlawful conduct, except to the extent caused by ProperLink.

9. Changes to these terms

We may update these terms from time to time. Material changes will be notified in the app. Continuing to use ProperLink after changes take effect constitutes acceptance of the updated terms.

10. Governing law

These terms are governed by the laws of New South Wales, Australia, and you submit to the non-exclusive jurisdiction of its courts.

11. Contact

ProperLink Intelligence Pty Limited (ACN 694 596 453)
Email: hello@properlink.ai