Cancellation Policy

There are no lock-in contracts with our services, however we do require a minimum of 1 business day’s notice to cancel, reschedule or suspend a clean. This can be done by email, phone call or text to (+61) 0491 137 530. As our cleaning staff don’t arrange the rosters or have access to our booking schedule, we strongly advise you to contact us directly about cancellations rather than mentioning it to your cleaners.

For cancellations (or reschedule requests) with less than 1 business day’s notice given, a cancellation fee applies. Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to our minimum charge of 2 hours of cleaning and is used to compensate staff for their loss of income.

Sickness

If someone in your household is sick we require you to message us before 9am on the day of your clean to cancel or reschedule (you will NOT be charged a cancellation fee for sickness if you contact us before 9am).

We cannot clean your house if someone is in the house unwell so as to protect our employees and other clients. If we aren't notified before we come to the house to clean, we will need to charge a cancellation fee and we will need to leave the house immediately.

Lock-outs

If we arrive for a scheduled booking but are unable to gain access to the property, eg. If you forget to leave out a key for us or if no one is home as arranged, we will always attempt to contact you first to see if there is an alternative way we can gain access or if someone could return to the property to let us in. Any time we spend waiting for access is billed as part of the clean. If we are not able to get in contact with you within a reasonable amount of time or access is not possible, there is also a call-out fee in addition to late cancellation fee equivalent to the full cost of your booking. Lock-out fees (ie. cancellation + callout fee) are used to compensate staff for their travel expenses and waiting time, as well as the loss of income.

To prevent either of these situations from occurring, we urge all clients to save the date(s) of their bookings into their diaries and to have a reminder system in place to advise us with adequate notice in the event that an upcoming clean needs to be cancelled or rescheduled. If you are in doubt about when your next scheduled booking is, feel free to contact us and we will confirm this with you.

If you have any other questions about our cancellation policy, please do not hesitate to get in touch.