Question 1

What Is Your Cancellation Policy?

Accepted Answer

We have developed a policy that considers both our customers and our cleaners, and our cancellation policy is unique to the cleaning industry.  We believe it allows us to maintain a high level of service quality, takes care of our cleaners by providing them (and their family) with more stable income, and our customers with some flexibility.

When you book a recurring clean with us, we reserve the same day and time for you on a weekly, fortnightly or monthly basis.  We're human too and understand that you may need to cancel due to illness or going away on holiday/for work.

Our cleaners depend on their shifts, so even when you cancel, we will still pay them.

Wherever possible, when you cancel, we will attempt to assign your cleaner to another shift to replace the lost income.  If this eventuates, you will not be charged and it will not count towards a cancellation.  If we can not reassign your cleaner, the following is adhered to:

FIRST TWO CANCELLATIONS PER CALENDAR YEAR:
No cancellation fees.

THIRD & SUBSEQUENT CANCELLATIONS PER CALENDAR YEAR:
100% of the cost of your scheduled clean.  Must be paid within 24 hours of invoicing to retain your recurring booking.

If you wish to cancel your recurring service, please give us as much notice as possible. You will not be charged for cancelling services in full.

Question 2

What If I Forget My Appointment?

Accepted Answer

We know life can get hectic, so the day prior to your appointment, an automated reminder text will be sent to you.  We suggest our customers have a lockbox installed at their property which contains a key so we can gain access in case you do forget your appointment, or are running late.

If you stand up a cleaner, we will make every effort to contact you.  If the cleaner still can't access your property to complete the work, you will be charged 100% of your scheduled appointment fee.  This is because the cleaner has spent time and money in travelling to your property and can't recover their pay elsewhere due to the time you had booked.

If we can contact you and someone can come to let us gain access to the property, we will complete as much work as we can in the time remaining as per your scheduled appointment.  You will still be charged the full amount of your scheduled appointment.

Question 3

Sickness Policy

Accepted Answer

In order to protect you and your family's health, if your regular cleaner is sick with a contagious illness, you will be contacted to reschedule your clean or where possible, you will be offered a fill in cleaner for that service.
 
If anyone in your household is home sick with any contagious illness, no matter how mild, please call to reschedule your service.  This is to protect the health of our cleaners, their families and other clients (especially those undergoing cancer treatments or who are pregnant).  Our cleaners reserve the right to immediately leave any home where people are home with a contagious illness.  When this occurs, you will still be charged the full fee for your scheduled clean.

Question 4

What If I'm Going Away On Holiday?

Accepted Answer

Many of our customers ask that the cleaner still attend the property while they are aware to tend to other cleaning tasks such as cleaning windows, cleaning inside fridges, pantry clean outs etc.  If this would suit you and you're comfortable with allowing your cleaner access during the time you're away, please discuss the possibilities with us.

If you will be away for a lengthy period, it may be best to cancel services and then contact us close to, or after your return to restart services (skipping more than a couple of cleans).  Under these circumstance, we can not ensure the same cleaner/same day/same time as you may have previously had, however, will accommodate you as best we can.

Question 5

Renovations To Your Property

Accepted Answer

If you are undertaking major renovations, please let us know. Cleaners may not be able to attend your property during this time due to excess dust, excess noise, lack of water or electricity, or having other workers in the house making it difficult to undertake the cleaning efficiently or effectively.

For minor renovations or where other workers are required to be at your home, wherever possible, it's best to arrange for this work to be done at a different time to your regular scheduled appointment.  This is so you can get the most out of your clean.

Frequently Asked Questions

What Is Your Cancellation Policy?

What If I Forget My Appointment?

Sickness Policy

What If I'm Going Away On Holiday?

Renovations To Your Property