Terms of Service
Last updated: 24 February 2026
Welcome to BondBack Hero. These Terms of Service ("Terms") govern your access to and use of the BondBack Hero website, products, and services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms. If you do not agree, please do not use our Services.
1. About Our Services
BondBack Hero provides:
- Checkout Reports: Professional property condition reports for tenants moving out of rental properties in New South Wales and Victoria.
- Bond Recovery Assistance: Guidance and advocacy to help tenants claim their rental bond back.
- Cleaning Services: End of lease cleaning and related cleaning services, provided by BondBack Hero or third-party cleaning professionals engaged by us.
Important: BondBack Hero is not a law firm and does not provide legal advice. Our services are informational and practical in nature. For legal advice, you should consult a qualified legal professional. Any guidance we provide is based on our understanding of the Residential Tenancies Act 2010 (NSW) and the Residential Tenancies Act 1997 (VIC) and should not be relied upon as legal counsel.
2. Eligibility
You must be at least 18 years of age to use our Services. By using our Services, you represent and warrant that you have the legal capacity to enter into a binding agreement.
3. Account and Information Accuracy
You agree to provide accurate, current, and complete information when using our Services (including when submitting enquiry forms or booking services). You are responsible for maintaining the accuracy of your information and for any consequences of providing false or misleading details.
4. Service Delivery
4.1 Checkout Reports
- Reports are prepared based on information and evidence you provide, combined with our professional assessment.
- We aim to deliver reports within the timeframe specified at the time of booking, but delivery times are estimates and not guaranteed.
- The accuracy and effectiveness of your report depends in part on the quality and completeness of information you provide.
- We do not guarantee any specific outcome regarding your bond claim. Results depend on your individual circumstances, the property manager or landlord involved, and applicable laws.
4.2 Cleaning Services
- Cleaning services are performed by BondBack Hero or third-party contractors engaged by us.
- Our "bond-back guarantee" means that if the property fails the agent's cleaning inspection, we will return to re-clean the specific areas identified as unsatisfactory, at no additional cost. This guarantee is subject to the following conditions:
- The property must have been vacant and free of personal belongings during the clean.
- The re-clean request must be made within 7 days of the original cleaning date.
- Issues raised must relate to cleaning quality, not pre-existing damage, structural issues, or items outside the scope of the original booking.
- You must provide a copy of the agent's inspection report or written feedback identifying the unsatisfactory areas.
- We reserve the right to refuse a re-clean if the conditions above are not met or if the complaint is not related to our cleaning quality.
- Cleaning does not include repair of pre-existing damage, mould remediation requiring specialist treatment, pest control, or hazardous material removal.
4.3 Bond Advocacy
- Our bond advocacy service includes negotiation with landlords or agents on your behalf and preparation of documentation for tribunal proceedings.
- We are not legal representatives and cannot appear on your behalf at NCAT, VCAT, or any other tribunal or court.
- We do not guarantee the outcome of any negotiation or tribunal proceeding.
5. Pricing and Payment
- All prices are displayed in Australian Dollars (AUD) and are inclusive of GST unless stated otherwise.
- Payment is required at the time of booking or as otherwise specified.
- We reserve the right to change our prices at any time. Price changes will not affect bookings already confirmed and paid for.
- If additional work is required beyond the original scope, we will notify you and obtain your approval before proceeding with any additional charges.
6. Cancellation and Rescheduling
- You may cancel or reschedule a booking by contacting us at least 48 hours before the scheduled service date.
- Cancellations made with less than 48 hours notice may incur a cancellation fee of up to 50% of the service price.
- No-shows or cancellations on the day of service may be charged the full service price.
- We reserve the right to cancel or reschedule a booking due to unforeseen circumstances (e.g., severe weather, staff illness). In such cases, we will offer a full refund or reschedule at your preference.
7. Limitation of Liability
To the maximum extent permitted by law:
- BondBack Hero's total liability for any claim arising from or related to our Services shall not exceed the amount you paid for the specific service giving rise to the claim.
- We are not liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of bond money, loss of profits, or loss of data.
- We are not liable for any outcomes of bond disputes, tribunal proceedings, or negotiations with landlords or agents.
- We are not liable for damage to property caused by pre-existing conditions, structural defects, or issues outside the reasonable scope of our services.
- Our cleaning contractors carry public liability insurance. Any claims for property damage caused during a cleaning service must be reported within 48 hours of the service completion.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Australian Consumer Law.
8. Indemnification
You agree to indemnify, defend, and hold harmless BondBack Hero, its directors, employees, contractors, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including legal fees) arising out of or related to:
- Your use of our Services
- Your breach of these Terms
- Any inaccurate or misleading information you provide
- Any dispute between you and your landlord, agent, or other third party
9. Intellectual Property
All content on our website and in our reports — including text, graphics, logos, templates, and software — is the property of BondBack Hero and protected by Australian and international intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from our content without our written consent.
Reports prepared for you are for your personal use in connection with your bond claim. You may share them with your landlord, agent, or tribunal as necessary, but may not resell or commercially distribute them.
10. User Conduct
You agree not to:
- Use our Services for any unlawful purpose
- Provide false or misleading information
- Attempt to gain unauthorised access to our systems
- Interfere with the operation of our website or services
- Use our reports or materials to harass, defame, or intimidate any person
11. Dispute Resolution
If a dispute arises between you and BondBack Hero, we encourage you to contact us first so we can attempt to resolve it informally. If informal resolution is not successful:
- The dispute will be governed by the laws of New South Wales, Australia.
- You agree to submit to the exclusive jurisdiction of the courts of New South Wales.
- Before commencing legal proceedings, both parties agree to attempt mediation through a mutually agreed mediator.
12. Force Majeure
We are not liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, strikes, or internet outages.
13. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
14. Changes to These Terms
We may update these Terms from time to time. Changes will be posted on this page with a revised "Last updated" date. Your continued use of our Services after changes are posted constitutes your acceptance of the updated Terms.
15. Contact Us
If you have any questions about these Terms, please contact us:
BondBack Hero
Contact us via our online form
Serving Sydney, NSW & Melbourne, VIC