All quotes are given based on national average room sizes. We reserve the right to alter the quotation on site if bedrooms are larger than 12 square metres, living rooms are larger than 15 square metres, hallways larger than 4 square meters, rugs larger than 12 square meters or if bathrooms and kitchen are larger than described. We also reserve the right to change the price estimate on location if the property conditions are different from those described upon making a booking or the customer’s original requirements have altered.

The customer is to provide access to the property when the service is due to be performed. If he/she is not available at the appointed time, the customer is responsible for providing us access to the keys to the property. Running water and electricity must be available within the property where the cleaning service is to be carried out.

Payment

Payment is to be made by card/bank transfer at the time of booking of the Service, unless different payment method is confirmed. The customer is obligated to make the payment at the time of booking.

To hold a slot for the Service, a payment must be made, regardless of the confirmed payment method. If a bank transfer payment has been agreed, this has to be completed no later than 24 hours after the booking. We reserve the right to cancel an appointment if no payment has been received. All card payments are subject to 2% transaction fee. Your card may be charged for the full price of the Service immediately upon booking or at any time before the Service begins. All card payments for regular cleaning services are subject to the same conditions. We reserve the right to cancel a booking if the Service is not secured.

Cancellations

The customer can easily make changes to an appointment with us either through email, by directly writing us, or by calling US on the number as specified in clause 3 of this terms and conditions.

Cancellation Charge: a charge applied for cancellation of a booking for service(s). The Cancellation Charge shall be calculated as follows:

(i) for Regular Cleaning services, which were booked more than 48 hours before the appointment time of the service, if the service is cancelled by the client by a notice submitted less than 48 hours before the time the service was scheduled to be provided, the Cancellation Charge shall be in the amount of $50.00 /fifty Australian Dollars/;

(ii) for all Regular Cleaning services, which benefit from a voucher and/or discount and which were described to become non-cancellable, non-refundable, or subject to full price Cancellation or Rescheduling Charges, the Cancellation Charge shall be in the amount of $50.00 /fifty Australian Dollars/;

(iii) for all cleaning, maintenance, builders, repair and all other services (excluding Regular Cleaning services), which were booked more than 48 hours before the appointment time of the service, if the service is cancelled by the client by a notice submitted less than 48 hours before the time the service was scheduled to be provided, the Cancellation Charge shall be a sum equivalent to 100% of the price of the service; and

(iv) for all cleaning, maintenance, builders, repair and all other services (excluding Regular Cleaning services), which benefit from a voucher and/or discount, and which were described to become non-cancellable, non-refundable, or subject to full price Cancellation or Rescheduling Charges, the Cancellation Charge shall be a sum equivalent to 100% of the price of the service.

Rescheduling Charge: a charge applied for a change of the time of appointment(s) with less than 48 hours’ notice. The Rescheduling Charge shall be calculated as follows:

(i) for Regular Cleaning services, which were booked more than 48 hours before the appointment time of the service, if the time of the service is changed by the client by a notice submitted less than 48 hours before the time the service was scheduled to be provided, The Rescheduling Charge shall be in the amount of $25.00 /twenty-five Australian Dollars/;

(ii) for all Regular Cleaning services, which benefit from a voucher and/or discount and which were described to become non-cancellable, non-refundable, or subject to full price Cancellation or Rescheduling Charges, the Rescheduling Charge shall be in the amount of $25.00 /twenty-five Australian Dollars/;

(iii)for all cleaning, maintenance, builders, repair and all other services (excluding Regular Cleaning services), which were booked more than 48 hours before the appointment time of the service, if the time of the service is changed by the client by a notice submitted less than 48 hours before the time the service was scheduled to be provided, the Rescheduling Charge shall be a sum equivalent to 50% of the price of the service; and

(iv) for all cleaning, maintenance, builders, repair and all other services (excluding Regular Cleaning services), which benefit from a voucher and/or discount, and which were described to become non-cancellable, non-refundable, or subject to full price Cancellation or Rescheduling Charges, the Rescheduling Charge shall be a sum equivalent to 50% of the price of the service.

No Show/Delay/Inability to Provide A Service

Failing to give us  1 day notice that a service needs to be cancelled or cancelling it on the spot (including due to inability to comply with the service terms for Access), will result in a charge of No Show/Inability to provide a service fee equal to 100% of the grand total of the service, in AUD, inclusive of GST, which recovers our administration, organisation costs, losses and compensations for our inability to provide our services as they were reserved.

In a case when our operators do not show up within 2 hours of the scheduled time without a notice or we need to cancel an appointment prior to the Service time due to circumstances that are not beyond our control, we offer up to 50% discount off the final price for the service.

Changes at the time of the Service

If at the time of the service our representatives or our customers deem necessary to make amendments to the booking that was made over the phone, email or chat, they can do so, on payment of additional charges. Such charges will be quoted in AUD may be at a higher or lower rate than those previously quoted.

If any party involved disagrees with the renewed quote due to any reason, the service can be cancelled with no cancellation fees or reduced commissions for either side.

Early changes

Please note that an appointment can be rescheduled, amended, changed completely or cancelled without any cancellation fees or charges, if we receive notification at least 1 day (24 hours) prior the date of the booking due to our restricted time schedule. If the service is amended or changed with a different one, there may be a higher or lower rate than the one previously quoted. Always feel free to get in touch with us for more details!

Claims

No refund claims will be considered once the service has been completed and the team has vacated the property unless otherwise stated by us. All services are considered provided to a standard the customer would expect unless otherwise stated by the customer within 24 hours of the service being conducted. All complaints will be investigated, and a resolution will be made to the satisfaction of the customer or a standard we deem reasonable. The customer must agree to allow a re-clean or an inspection of any work deemed unsatisfactory before he/she arranges a third party to conduct services. If damage has been proven to be caused by us and we have been informed within 24 hours, we will either repair the item or if the item cannot be repaired, we will compensate with the items current cash value. We recommend that all items of special value (either monetary or sentimental) are to be put away and/or not cleaned during the service. We may request access to a property where a problem has occurred within 24 hours of the service to investigate in an attempt to come to a resolution. We advise not to place any furniture on a carpet that is not 100 % dry and shall not be liable for any damage this may cause. We are not responsible for any existing damage to the customer’s property that is not able to be cleaned or repaired by our technicians using standard methods of practice. The technicians should be allowed to take photographic proof of the damaged areas/items. We are fully insured and covered for every job we agree to take. Our team will do their best to clean kitchen appliances but please note that if they have not been regularly cleaned or there is some existing damage, we are not liable for items that cannot be cleaned using standard methods. If you require your fridge/freezer to be cleaned, you are responsible for emptying and defrosting it in advance. Our gardening service quotations do not include the removal of collected waste. If you require this service, you must request it additionally.

Regular Domestic Cleaning Service

Payments are to be made by card/bank transfer at time of booking of the service. If an agreed account is used for payments, the customer’s name, address and postcode of the property should appear in the reference field. If a meeting with the cleaner in advance is required by the customer, this would be done on the same day as the service to avoid charging extra travelling costs. The provision of detergents and equipment for our regular cleaning service is optional. If you require chemicals and equipment this is an additional $5 per hour on top of the price. The service will be conducted on the same day and time each week/fortnight unless we have mutually agreed otherwise.

Please note that due to our restricted time schedule, we are not usually able to reschedule regular appointments.

We require more than 48 hours notice of any postponement or cancellation, failure to do so will result in a $50 (or 50% of the price of the service, whichever is lower) cancellation fee.

We have a minimum of 2 hours service per regular appointment as well as a minimum of 2 services to be provided. Cancelling after the first service (even with 48 hours notice) will result in a cancellation fee equal to 100% of the price of the service.

It is the customer’s responsibility to allow access to the property at the appointed day/time.