Service terms
Cancelling, lockouts, keys and alarm codes, arrival windows and when we can't clean.
Last updated
These terms apply to every clean we do. They’re written to be read, not skimmed, so you know where you stand.
Booking requests
When you send a booking request we confirm the day and arrival window by SMS within 2 business hours. A request isn’t a booking until we’ve confirmed it.
Cancelling or moving a clean
- Cancel or move a clean at least 48 hours before the arrival window and there’s no charge.
- With less than 48 hours’ notice we charge a $50 late-change fee, because your cleaner has already set aside the time.
- If we need to move a clean, we’ll tell you as early as we can and offer the nearest time that suits you. We never charge you for a change we make.
Arrival windows
We give a 2-hour arrival window (for example 8 to 10am). Your cleaner may arrive any time in that window. If we’re running late, we text you.
Access and lockouts
- If you won’t be home, leave a key, a lockbox code or a door code when you book.
- If your cleaner can’t get in, they’ll call you and wait 20 minutes. After that we charge a $60 lockout fee and rebook the clean.
Keys and alarm codes
- Keys are kept in a locked key safe at our base. Each key has a coded tag with no name or address on it.
- Door and alarm codes are stored with your booking, seen only by your cleaner and our office, and deleted when your service ends.
- We return or destroy keys within 48 hours of your service ending, whichever you prefer.
When we can’t clean
We may stop or skip a clean if it isn’t safe for our cleaner. That includes aggressive animals that aren’t secured, no running water or power, mould or biological hazards, or anything that needs specialist equipment. We’ll explain why and, if it was something we couldn’t have known, there’s no charge.
If something’s missed or damaged
Tell us within 24 hours and we’ll come back and re-clean what was missed, free. If something is damaged, tell us straight away; we carry public liability insurance of $20 million.
Paying
We charge the card on file after each clean and email a tax invoice. Prices include GST.