Legal & Policy

Service Terms.

1. Booking Terms & Conditions

Booking Deposit

• A non-refundable deposit of $100 is required to secure your booking.

• This will be deducted from your final invoice on the day of service.

• Bookings are not confirmed until the deposit is received.

• You’ll receive an email confirmation once secured.

• If the job cannot proceed due to access, unsafe conditions, or incorrect details, the deposit will be retained as a callout fee.

Cancellations & Rescheduling

• Cancellations within 24 hours will result in forfeiture of the deposit.

• If you need to reschedule, provide at least 48 hours' notice.

• No-shows or last-minute cancellations may incur further charges.

2. Pricing & Surcharges

• Prices reflect standard residential rates.

• Minimum 2-hour booking (2 cleaners = 4 labour hours).

• Bond cleans are fixed-rate based on size and condition.

• A 2.2% surcharge applies to card/PayPal payments (including Square).

• A 15% surcharge applies on public holidays.

• Additional charges may apply for:

  • Excessive grime or biohazards

  • Difficult access/safety hazards

  • Pest infestations

• Final quote confirmed after form submission and/or site review.

3. Cleaning Scope & Exclusions

We provide high-quality cleaning tailored to your service type.

We do not provide:

• Mould removal from ceilings/walls

• Rubbish removal or disposal

• Decluttering or item organisation

• Moving heavy furniture/appliances

• Exterior windows above ground level (unless safely accessible)

We reserve the right to refuse service for unsafe or unsanitary environments.

4. Hazardous & Bodily Fluids

• Our services do not include handling/removal of hazardous or biohazardous materials

• This includes: blood, vomit, urine, faeces, used sanitary/menstrual products, medical waste, or sharps

• If encountered, we may refuse service or apply extra charges if specialist cleaning is required

5. Satisfaction Guarantee

We offer a 72-hour satisfaction window for bond cleans.

• If your agent/landlord raises an issue within 72-hours from completion of the clean, we’ll return at no extra cost (within reason).

• This guarantee does not cover:

  • Concerns raised outside the window

  • New mess or damage after our clean

  • Changed property conditions during reinspection

6. Access & Property Requirements

• Ensure clear and safe access at the time of service.

• Power and water must be connected.

• We’re not liable for delays due to:

  • No access

  • No power or water

  • Unsafe/hazardous conditions

7. Weather-Dependent Services

Some outdoor services may be rescheduled due to weather conditions (e.g., rain or wind). Any skipped services will be adjusted on your final invoice.

8. Payment Terms

• Balance is due on the day of service.

• Accepted methods: Bank transfer, PayID, Square, PayPal, or cash.

• Late payments may incur a $25 fee and may delay re-clean offers.