Terms & Conditions

Booking & Confirmation

• Bookings are confirmed once you complete checkout or receive confirmation from us directly.
• Dates and times are subject to availability, and we'll always contact you if a schedule change is needed.
• Please make sure someone is available to provide access at the booked time — see our Access & Lock-Out policy below.

Cancellations & Rescheduling

Plans change, and we get that — but our cleaners' schedules are booked around your appointment, so we ask for reasonable notice:

• At least 24 hours' notice for any cancellation or reschedule, at no charge.
• Cancellations inside 24 hours may incur a fee.
• Same-day cancellations may be charged the full service amount.

Pets on the Property

We love that pets are part of the family — this policy exists to keep them, and our cleaners, safe.

Your responsibility

• Please keep pets securely contained in a safe area, away from active work areas, for the full booking.
• Gates, doors, and enclosures should be properly secured before we arrive.
• Let us know about any pets and special handling instructions when you book.

Our cleaners move in and out of the property regularly while working, so secure containment matters.

What this means for you

• We're not able to accept responsibility for a pet that escapes during a service.
• If a pet's behaviour makes it unsafe for our team to work, or blocks access to areas that need cleaning, we may pause or end the service.
• If we can't complete the clean because a pet wasn't properly secured, the full service fee still applies.

Access & Lock-Out Fee

If our cleaner arrives and can't get into the property at the booked time — no key, code, or instructions provided, or nobody home when access was expected — a lock-out fee applies, equivalent to 2 hours of service. Please make sure access details are confirmed with us ahead of time.

Payment & Pricing

• Payment is taken on booking or on completion of the service, depending on how you book.
• We accept the payment methods shown at checkout — card, Apple Pay, or Google Pay.
• Weekend rates are different from weekday rates. A 10% GST is added to your final total.
• Final pricing can vary based on the property's condition, size, and any add-ons requested — let us know upfront about anything unusual so we can confirm an accurate price with you.

Our End of Lease Bond-Back Guarantee

We offer one of the longest 100% bond-back guarantees in the business. If your real estate agent or landlord is unhappy with the cleaning on an End of Lease booking, we will return for free within 7 days to fix the problem. This guarantee applies to End of Lease/Vacate bookings and covers cleaning only — it doesn't cover pre-existing damage, wear and tear, or garden/exterior work.

Property Condition & Safety

• Areas to be cleaned need to be safely accessible — please clear excessive clutter or hazards beforehand where possible.
• We're not responsible for pre-existing damage, wear, or faults in the property.
• We reserve the right to decline or pause a service if the working environment is unsafe for our team.

Liability

We take care with every home we work in, but we can't be held responsible for pre-existing wear and tear or damage caused by faulty installation. Any concerns should be reported within 24 hours of the service so we can look into it — our liability is limited to the value of the service booked.

Privacy

Any personal details you share with us — contact info, access instructions, booking history — are kept confidential and used only to deliver and manage your service.

Questions?

If anything here isn't clear, or you'd like guidance on preparing your home for a visit (pets included), get in touch — we're happy to help.