Terms and Conditions

COVID-19 Safety

Your health and safety come first. We kindly ask our clients to reschedule their service if they’re feeling unwell.

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Our 200% Satisfaction Guarantee

General Services
If you’re not satisfied, please send us photos within 48 hours of your clean so we can review and take action. In some cases, we may offer a re-clean. Re-cleans are generally scheduled on weekdays only.

Hourly Services

We focus on quality over quantity unless you request otherwise.

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Exclusions

Our team does not clean or handle:
• Heavy lifting or moving furniture
• Floor grout, ceilings, or oven glass interiors
• Rubbish or biohazardous waste
• Stained silicone, adhesive, or paint removal
• High-pressure or exterior cleaning
• Gardens, pools, BBQs, pests, or any outdoor areas

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Key Access & Security

If you provide a key, we store it securely with minimal identification. However, we cannot insure against key loss. For regular services, a lockbox is strongly recommended. For bookings every 3–4 weeks, we do not retain keys, so alternative access must be arranged.

High-rise properties must provide elevator access. If no lift is available, the booking will be cancelled and a fee may apply.

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Pets

Please inform us if you have pets when booking. Ensure pets are safely secured during the clean.

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Fair Go Policy (Flat Rates Only)

We’ll clean for up to 1 hour longer than quoted if needed. If more time is required, we’ll contact you before proceeding.

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Parking

Parking must be arranged. If we can’t park within 100 metres of the property, additional charges may apply. Steam cleaning services require access within 20 metres. Lack of parking may lead to cancellation and associated fees.

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Cancellations
• Cancel before 5pm the day prior: $50 fee
• Cancel after 5pm or on the same day: 50% of total job value

COVID-Related Cancellations
Standard cancellation fees apply. If we can replace your booking, the fee will be waived.

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Hot Weather Policy

On days over 35°C, please ensure air conditioning is available. If not, contact us ahead of time. If cooling isn’t available, your service may be cancelled and a fee charged.

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Damage Policy

If you believe damage occurred:
• General services: report within 2 business days
• Move-outs: report within 5 business days

Include clear photos. Without them, we may not be able to process your claim.

We do not cover:
• Pre-existing damage
• High-value personal items (e.g., jewellery, electronics, antiques)
• Situations where other contractors are present during the clean

If damage is confirmed, we’ll organise repair or reimbursement based on quotes and proof of purchase. Service fees still apply while claims are reviewed.

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Access Delays

If we can’t gain access, we’ll attempt to contact you via SMS and phone. If access is not granted within 15 minutes, the booking will be cancelled and a 50% fee charged.

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Billing

You will only be charged after your service is completed.
• New and one-off clients will receive a follow-up call the next business day. If we can’t reach you, we’ll try two more times before processing payment.
• Regular clients are charged the day after service.

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Photos for Quality

We may take photos to support quality control. If you are home, we’ll ask before doing so. If you’re not present, we may still take photos. Please notify us if you prefer we don’t.

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Team Structure

We typically send teams of 1–2 cleaners. If needed, support staff may be added. You’ll always receive the total time booked, even if split between two cleaners.

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Phone Calls

All calls may be recorded for training and service quality. If you need to share sensitive info (e.g., credit card details), recording will be paused.

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Website Terms of Use

1. Accessing the Website
By using our website, you agree to these terms. If not, please refrain from using the site.

2. Limited License
You may temporarily download site content for personal use only. Commercial use, copying, or redistribution is prohibited.

3. No Warranties

We provide website content “as is” and do not guarantee accuracy or reliability.

4. Liability Limits
We are not liable for damages arising from use or inability to use our website.

5. Site Changes
Content may be updated at any time. We strive for accuracy but errors may occur.

6. External Links
We are not responsible for content on linked external websites.

7. Terms Revisions
We may update these terms without notice. Continued use of the site means you accept the latest version.

8. Unpaid Services
If your unpaid account is referred to collections, you are liable for associated legal and recovery costs.

9. Governing Law
These terms are governed by the laws of Victoria, Australia.