Policies

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• Clients can book ahead of time to secure their preferred time slots.
• New clients cannot schedule additional appointments until they've had their first appointment.
• New clients need to pay a $50.00 deposit to secure the booking (once the clean is complete the $50.00 will go towards the cleaning fee).
• Please ensure easy access to the property (keys, key code etc), or have someone present at home to provide access.
• Fuel charge if property is more than 30 minutes away from main business address.

• Please note that I can no longer work for NDIS (National Disability Scheme) clients under their new laws. 
• DVA (Department of Veteran Affairs) clients unfortunately need to pay upfront as DVA payments are no longer accepted.

• Clients have up to 24 hours prior to their scheduled appointment to cancel without any charges.
• Cancellations made within 24 hours of the appointment will incur a $50.00 late cancellation fee.
• If a client does not inform us and we arrive at the house, a $50.00 cancellation fee will be charged.
• If a client suddenly becomes ill, please inform us to reschedule, as we cannot go through with the appointment. A $50.00 fee will be charged if a team member shows up and the client or a family member living in the household is ill, and the appointment will be cancelled immediately. 
• Our Regular House Clients are not under any contractual obligation and have the full discretion to make or cancel appointments as they see fit. However, we kindly ask that you follow all Cancellation Policy / Regular House Client rules in advance to allow us to accommodate other clients.
• Effects of Termination: Termination shall not affect the rights and obligations of the parties that have accrued prior to the termination date. All clauses intended to survive termination, including confidentiality and indemnity provisions, shall remain in full force and effect.
• Dispute Resolution: Any disputes arising out of or in connection with the termination and/or duration of service, shall be resolved through mediation. If mediation fails, the dispute shall be resolved through binding arbitration. 

• Notice Of Cancellation: Either party may terminate this contract for any reason by providing the other party with a written notice of cancellation at least 30 days prior to the intended termination date.
• Final Settlement: Upon termination, all outstanding payments for services rendered up to the termination date shall be settled within 14 days from the termination date.
• Return of Property: Each party shall return any property, materials, or confidential information belonging to the other party that is in their possession within 7 days of termination.
• Effects of Termination: Termination of the contract shall not affect the rights and obligations of the parties that have accrued prior to the termination date. All clauses intended to survive termination, including confidentiality and indemnity provisions, shall remain in full force and effect.
• Dispute Resolution: Any disputes arising out of or in connection with the termination and/or duration of this contract shall be resolved through mediation. If mediation fails, the dispute shall be resolved through binding arbitration.

• Clients cannot reschedule their appointment until the payment for any applicable late cancellation fee has been processed.
• If a team member needs to cancel an appointment due to illness etc, the appointment will be rescheduled to the next available appointment.

• If the cleaning team arrives late due to unforeseen circumstances, clients will be notified as soon as possible.
• If clients are not home at the scheduled time and the team do not have any other access to the property, a waiting period of 10 minutes will be allowed before considering it a no-show.

To ensure we can deliver a high-quality, detailed clean with the time and resources required, the following minimum spend applies:

• Smaller homes / units: $100 minimum
• Medium to large homes: $150 minimum
   

These minimums apply to both one-off and recurring services. Final pricing will depend on the size of the property, service type, and any extras requested (e.g. deep cleaning tasks, laundry, or add-ons charged in 15-minute increments).

If you're unsure which category your property falls into, this can be clarified during your consultation.

• Invoices will be sent via email or text. 
• Clients are required to make payment within 24 hours of receiving the invoice. Please note that future appointments cannot be completely scheduled until the outstanding payment is received. We appreciate your prompt payment and understanding.

• We strive for complete customer satisfaction. If clients are not satisfied with the service, they must notify us within 24 hours, and we will arrange a re-clean at no additional cost.

• Our cleaning team follows strict health and safety guidelines, including the use of personal protective equipment (PPE) and eco-friendly cleaning products.

• Clients must inform us in advance if there are pets in the home. Pets should be secured to ensure both their safety and the safety of our cleaning team.

• Comprehensive Cleaning Checklist: We follow a detailed checklist that covers every area of your property, including; bedrooms, bathrooms, kitchen, living areas, laundry, hallway/entrance, garage, patio. This ensures no corner is overlooked.
• Satisfaction Guarantee: If your property manager/yourself identifies any cleaning issues, we offer a free re-clean within 48 hours of the initial service to rectify any concerns, within reason.
• Bond Back Assurance: Our team is trained to meet the specific requirements set by property managers to help ensure your bond is returned.
• Booking and Payment: To secure your end of lease clean, please book in advance. A deposit is required to confirm appointment.

• All consultation appointments require payment to secure the booking. Payment must be made within the specified time frame provided after booking. If payment is not received, the appointment may be cancelled without notice.
• Consultation fees are non-refundable, however, if you proceed with booking a cleaning service, the consultation fee will be credited to your first invoice.
• If you need to cancel or reschedule your consultation, at least 24 hours’ notice is required. Cancellations with less than 24 hours’ notice may result in forfeiture of the consultation fee.
• Appointments that are not attended, or where the property is inaccessible at the time of the scheduled consultation, will be marked as a no-show, and the fee will not be refunded or credited.