Terms & Policies

We understand that life happens and plans change. Our policy is designed to be fair to both you and our team while ensuring our cleaners are respected for their time and commitment.

Deposits

A deposit is required at the time of booking to secure your appointment. The remaining balance is due on completion of your clean. Your deposit is fully transferable if you need to reschedule.

Standard and deep cleans: 20 percent deposit required at booking End of lease and bond cleans: 30 percent deposit required at booking

Rescheduling

We are happy to reschedule your booking at no cost provided you give us at least 48 hours notice before your scheduled appointment. Rescheduling requests made within 48 hours of your appointment are subject to the same conditions as cancellations below. To reschedule simply contact us via phone, SMS, or email and we will find a time that works for you.

Cancellations

More than 48 hours notice: Your deposit is fully refunded or transferred to a future booking at your preference. No fees apply.

Between 24 and 48 hours notice: Your deposit is non-refundable but fully transferable to a future booking. No additional charges apply.

Less than 24 hours notice: Your deposit is forfeited. If no deposit was held a cancellation fee equivalent to your deposit percentage will be charged. This covers the cost of our cleaner's lost time and travel.

Same day cancellation or no access on arrival: If our cleaner arrives and cannot access the property or the appointment is cancelled on the day the full job amount will be charged. Our cleaners have committed their time and travelled to your property.

Recurring Bookings

For customers on a regular fortnightly or monthly schedule we simply ask for as much notice as possible when you need to skip or move a clean. We will always do our best to accommodate changes and keep your regular time slot protected.

Extenuating Circumstances

We are a people first business. If something genuinely unexpected happens we will always have a conversation with you. This policy exists to protect our team not to penalise good customers.

We take pride in the quality of every clean we deliver. If something is not right we want to know about it and we will make it right.

Our Guarantee

Every clean is backed by our satisfaction guarantee. If you are not happy with the result we will do everything we can to fix it promptly and fairly. We ask only that you let us know as soon as possible after your clean so we can assess the situation and respond appropriately.

How to Raise a Concern

If you are unhappy with any part of your clean please contact us on the same day or as soon as practically possible after the service. The sooner you let us know the faster we can resolve it and the better we can assess what went wrong.

We are not able to honour re-clean requests or complaints raised more than 48 hours after the completion of your service. This is not about being difficult. It is simply because after that window it becomes very difficult for us to fairly assess what occurred during the clean versus what may have happened in the time since.

What Happens When You Raise a Concern

Every situation is different and we handle each one on its merits.

If the issue is minor and clearly something our cleaner missed we will arrange for them to return and fix the specific areas at their next available time at no cost to you.

If the issue is more significant and clearly our fault we will either provide your next clean at no charge or arrange a prompt re-clean of the affected areas depending on what makes the most sense for your situation.

If the issue falls somewhere in between we will work with you to find a fair resolution. This might be a discount on your next booking, a complimentary add on, or another gesture of goodwill depending on the circumstances.

What We Ask of You

We ask that concerns are raised honestly and in good faith. Our team works hard on every job and we stand behind their work. Where a complaint is raised we will always investigate thoroughly and take it seriously. In return we ask that customers give us the opportunity to make things right before escalating elsewhere.

Our Promise

We are a people first business and we will never leave a genuine problem unresolved. If something went wrong on our watch we will own it and fix it. That is our commitment to every customer.