Terms & Conditions

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Cancellation Policy:

Please note that if you cancel your cleaning service,
1. If within 48 hours of the scheduled appointment, a 50% cancellation fee will be applied.
2. If you cancel your cleaning service within 24 hours of the scheduled appointment, a 100% cancellation fee will be applied.
Failure to pay the fee will result in the termination of our cleaning services.

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Booking & Confirmation:

1. We will send you a confirmation message two days before your scheduled cleaning. If you have any additional requests or time preferences, please include them in your reply before 4 pm, so we can add them to the schedule for your cleaning service.

2. Once we receive your confirmation, the day before your scheduled cleaning, we will message you with the arrival time of the cleaning team.

3. If we don't receive a reply, your cleaning service will either be skipped to the next due date or cancelled if you have booked a one-off clean.
4. Skipping cleans may incur additional costs as you would fall under the next frequency. 

Complaints / Issues: 
If you are unhappy with the quality of the cleaning or if anything has been missed, please dont hesitate to contact the office or send some photos to the office team. We will add these notes to the team to capture these items raised on the following clean. We cannot send teams back on the same day, as the cleaning teams are on a full schedule. 

Payment Agreement
All payments for cleaning services must be settled prior to your next due clean if you are scheduled for ongoing services. 

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Scheduled arrival times:

If you have provided us with a preferred time for the cleaning service, we will try our best to schedule it accordingly. However, we would appreciate it if you could be flexible with the timings as it would help us plan better. In case you are unable to do so, please inform our office about the times that are not suitable for you, and we will work with you to find a mutually convenient time. If there are delays with access to your home this is included in the cleaning time, if you have special access information regarding parking to help the cleaning to access your home, please advise the office team. 
 

Skipping Cleans: 
If you choose to skip cleans, your next clean will require additional time, as we always allow additional time for all first cleans or new clients or any homes we have not cleaned within a month.

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Rescheduling Cleaning Days:
For regular cleaning services; Rescheduling your cleaning service to another day will not guarantee that you will be able to move your cleaning service back to your original day as moving your cleaning to another day allows an open time to be filled for another job.

 

Resuming or Returning services

Please be advised that any cleaning services that are skipped for more than four weeks will require additional time to bring your place up to the expected level of cleanliness. This extra time is intended to cover any build-up of dirt and grime that may have occurred during the period between cleans. This policy applies to all services that are resuming after a period of absence, such as returning from a holiday, and have been skipped more than twice.

Handling any type of animal or human waste

We do not touch, clean or remove any type of animal or human waste, this would need to be handled prior to the cleaning service. 
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Additional Important Information:
Please notify our estimating team if your home requires particular products for certain areas of your home
i.e. stainless steel appliances, self-cleaning ovens, marble floors fragile or unsealed surfaces, etc.
If we are not notified prior to your scheduled cleaning service we can not be held liable for any damages caused. Please make a note of this during the quoting process when corresponding with our estimating team. 
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Picture Frames on Walls:

If you would like us to clean any picture frames that are hanging on walls, please keep in mind that some frames may not be completely secure. Even if we are very gentle while wiping them, the movement can sometimes cause the frame to fall and break. We cannot be held responsible for any such damage as it can occur due to the delicacy or instability of the hooks on the walls or frames.

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Blinds:

We are happy to clean and dust your blinds. However, we cannot be held responsible for any damage caused to horizontal blind slats. Some of these slats may be old and brittle, and this may not be apparent to the naked eye. If the blinds have not been touched for a while, they can be extremely fragile and may break even with gentle handling.

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Moving Furniture:

As we are happy to clean behind and around furniture, we do not move, shift or slide any furniture and for this reason can not be held responsible or liable for any damages i.e. damaging floors and floorboards.

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End of Lease Cleaning Payment: 
Please note that payment in full for all End-of-lease cleaning services is required at least 2 days in advance. This is to avoid any potential risk of non-payment and to ensure that we can be in contact after you have moved.

End of Lease Cleaning Recalls:
Please be aware that we offer a bond-back guarantee and will always come back to fix anything that the agent may not be happy with. Please avoid attempting to clean the property after the team has left, as we cannot be expected to return if you have chosen to fix up anything missed. Also, please note that we cannot be held responsible if you have chosen to return to clean the property yourself. We require 24 - 48 working hours, dated from the receipt of the report from the Managing Agent to reschedule a re-clean if required. 

Our End of Lease Cleans Exclude:  
Steam cleaning curtains, cleaning ceilings, removal of light fittings, and wall hooks, and any gardening/landscaping services.