Our Policies

Customer Responsibilities

Clients are responsible for providing a safe and accessible environment for our team. This includes letting us know about any hazards, securing pets, and making sure all areas to be cleaned are free from personal items, clutter and obstacles. If extra tidying is needed before cleaning can begin, additional charges may apply. Clients must also ensure access to water, electricity and rubbish disposal, and let us know about any other service providers scheduled to be on site.

Cancellation Policy

We understand that plans can change. If you need to cancel or reschedule, please give us at least 48 hours' notice. Cancellations made within 24 hours of your booking will incur a cancellation fee, as that time has been reserved for you. We're happy to reschedule your service, subject to availability.

Payment Terms

We email all invoices after the service is completed. Payment is due within 7 days, unless other arrangements have been made in advance. We accept bank transfer, digital transfer through Stripe, or cash. Overdue payments may incur a late fee. Clients will be notified in advance of any future price changes.

Lockout Policy

Clients are responsible for making sure our team can access the property at the scheduled time. This may include providing keys or access codes, or arranging for someone to be there. If we can't access the home within 15 minutes of arrival and our calls or texts go unanswered, a lockout fee will apply to cover time and travel costs.

Complaints and Refund Policy

If you're not happy with any part of your service, please let us know within 24 hours of the clean and send photos of the areas of concern. We'll review your complaint and may offer a re-clean, a partial refund or another resolution at our discretion.

Questions about our policies? Call 0468 095 026 or email [email protected].