The BondBack re-clean promise — what's covered, the 72-hour response window, and how to invoke it if your property manager flags an item at the exit inspection
The BondBack re-clean promise is a courtesy commitment from the BondBack-vetted cleaner listed on your booking confirmation. If the property manager flags an item at the exit inspection, the cleaner returns and re-attempts that item free of charge within the response window — no extra cost to you. This is not a financial refund or cash payout against your bond. This page describes the typical terms as BondBack lists them; for the exact wording, see your booking confirmation and the cleaner's profile page on the BondBack directory.
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The four areas the re-clean promise covers — plus the situations outside it. Each item below is described in plain language so you know exactly what to expect if your exit inspection is contested.
The BondBack bond back guarantee is a courtesy commitment from the BondBack-vetted cleaner who completes your end of lease clean. If the property manager flags any of the covered items — the four highest-impact deduction triggers: oven interior, rangehood filter, grout or mould on tile seals, or a carpet steam cleaning pass — at the exit inspection, the cleaner returns and re-attempts the item free of charge within the response window. It is not a financial refund against your bond.
The standard re-clean window is 72 hours from the exit inspection. The cleaner contacts you to schedule the re-attempt within that window — typically by replying to the completion email they sent on cleaning day. Some BondBack-vetted cleaners offer a shorter window, which is stated on your booking confirmation and the cleaner's directory profile.
Yes — if the exit inspection flags the carpets as not professionally cleaned, the cleaner returns within the response window and arranges a steam cleaning pass at no extra cost. The re-clean promise covers a single standard carpet steam cleaning pass; deep pet stain removal, full-room re-pile restoration, or carpet replacement fall outside that scope.
Three situations sit outside the re-clean promise: damage beyond reasonable wear and tear (broken tiles, holes in walls, scratched benchtops, stained or burnt flooring); items the tenant didn't include in the original booking (garage interiors the cleaner wasn't asked to clean, external windows above ground level, gutters, pest control); and any re-attempt request raised after the tenant has already vacated and the agent has completed the bond claim through the bond authority or tribunal.
Within 72 hours of the exit inspection, reply to the cleaner's completion email with the agent's written list of flagged items — forward the exit condition report or paste the relevant lines. The cleaner then proposes a re-attempt time within the response window. Once the re-clean is complete, keep the re-clean receipt alongside the original tax invoice and certificate of completion — those are the documents the bond authority (NSW Fair Trading, the RTBA, QCAT, the WA Bond Administrator, and equivalents) or tribunal expects to see if you need to dispute the original deduction.
It is a re-attempt, not a refund. The cleaner returns to the property within 72 hours and redoes the flagged item — they do not issue a cash payment against your bond or waive any portion of the cleaning fee. This is the standard every BondBack-vetted cleaner offers across Sydney, Melbourne, Brisbane, Perth, Adelaide, Canberra, Hobart, and Darwin; the re-attempt is the only outcome the promise commits to.