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​Customer Responsibilities 

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Clients are responsible for providing a safe and accessible environment for our team. This includes notifying us of any hazards, securing pets, and ensuring all areas to be cleaned are free from personal items, clutter, and obstacles. If additional tidying is required before cleaning can begin, extra charges may apply. Clients must also ensure access to utilities such as water, electricity, and rubbish disposal, and inform us of any other service providers scheduled to be on-site. 

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Cancellation Policy

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We understand that plans can change. However, if you need to cancel or reschedule your appointment, please provide at least 48 hours’ notice. Cancellations made within 24 hours of your booking will incur a cancellation fee, as that time has been reserved exclusively for you. We’re happy to reschedule your service, subject to availability.​​

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Payment Terms

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Payment is due in full upon completion of each service unless other arrangements have been made in advance. We accept payment via cash, bank transfer, or online transfer. Payments not received within 14 days may incur a late fee. Clients will be notified in advance of any future price changes.

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Lockout Policy

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Clients are responsible for ensuring our team has access to the property at the scheduled cleaning time. This may include providing keys, access codes, or arranging for someone to be present. If we are unable to access the home within 15 minutes of arrival, and contact attempts (via call or text) are unsuccessful, a lockout fee will apply to cover time and travel costs.

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Complaints & Refund Policy

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If you are dissatisfied with any part of your service, please notify us within 24 hours of the clean and provide photos of the areas of concern. We will review your complaint and may offer a re-clean, partial refund, or another resolution at our discretion.

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