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.

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.

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.

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.

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.

We will treat you with respect, and we expect the same in return from you. We reserve to the right to immediately and permanently terminate services due to: * putting a cleaner's health at risk * disrespectful, aggressive, rude, or abusive behavior * racism * sexism * discrimination * harassment.

Our cleaners are available to service your home Monday to Friday starting from 8:00am and finishing no later than 5pm Monday to Friday, excluding public holidays. If your normal clean will fall on a public holiday, we will offer you an alternative day if possible. If not, your clean will be skipped at no cost to you.

Having a cleaner in your home has to work for both the customer and the cleaner in terms of feeling comfortable with each other. If you don't feel comfortable with a cleaner assigned to your home, please let us know immediately. We are happy to listen to your concerns and work with you to resolve any issues. If necessary we will discreetly assign another cleaner to your home.

You don't have to be home while we are cleaning, and in many cases, having a cleaner works out best when the house is empty and your cleaner can move around and get the job done without disruption. However, we always love to see our customers, and whether or not you're home while we're there is up to yourself and what you're comfortable with. If you will be home, so we can do our work efficiently, we ask that rooms are kept clear and empty as we work in them. Please be aware that our cleaners are often on a tight schedule with other customer's waiting for their appointment, or children to pick up from school. Cleaning to a high standard also takes focus and concentration, and it is for this reason that we ask that socialising with cleaners is kept to a brief chat when the cleaner first arrives. This is so as much work as possible is completed, and to a high quality standard, during your allocated time.

We need water to clean bathrooms, kitchens and floors. We need electricity to run vacuum cleaners. If you know your utilities will be interrupted during a scheduled clean, please contact us to reschedule. Longer term renovations may create excess noise and dust, and interruptions to utilities, which means that we may need to temporarily suspend cleaning services until renovations are completed. Please let us know with as much notice as possible if you are planning long term renovations so that we can make arrangements to adjust your cleaning.

We take security seriously. If you will not be home to let us in, we recommend that a lockbox is installed close to the front door. Please let us know any alarm codes if applicable so we can switch off the alarm when we enter, and rearm it when leaving.

We love animals! They're family, and we love to make a fuss over them. However, caring for your pet isn't part of our service. We don't clean up pet feces or change litter. We will take extra care when entering and exiting the property to ensure any escape artists are kept inside and safe. However, we may ask you to secure your pets outside if they are likely to nip or scratch at a cleaner or vac.

We'll no doubt find your kids are wonderful and will love seeing them. Most parents prefer for their children to go for an outing whilst cleaners are present. If this won't be possible, so you can get the most out of your cleaning, we ask that : (1) Young children are supervised at all times by you. Cleaners are not trained nor responsible to look after your children (2) Kept as much as possible to one room that can be "traded off" when the time comes as we need clear access to rooms in order to clean effectively and efficiently (3) Please let your teenagers know that we need clear access to rooms and ask them to vacate rooms when we need access to them.

Yes. Prior to your first clean, a mutually suitable day and time will be agreed between us. We pride ourselves on punctuality and reliability. Your cleaner may give you a window of time in which they will arrive. We expect our cleaners to be punctual, and have quality measures in place to discourage tardiness. Swapping of days/times on a frequent basis doesn't occur. However, we know that from time to time due to unforeseen circumstances such as a traffic jams and such delays will occur. You cleaner will contact you to let you know if this should be the case. In some cases, your usual cleaner may be sick or taking time off for holidays, to attend a loved ones funeral or other urgent family matter. In this case, you may be offered a different cleaner or you can choose to skip the cleaning until your regular cleaner returns.

Yes - if the furniture is easily accessible, and we can easily move it with one hand (although we will always use two hands just for that extra bit of care!). Rugs/mats that are located under heavy pieces of furniture will be folded back as far as possible to vacuum the floor underneath, if safe to do so. We vacuum both sides of rugs/mats if the material on the underside is appropriate, before replacing the item after vacuuming/mopping.

You won't have to stock up on cleaning chemicals ever again. You'll never come home to a freshly cleaned home with a pile of dirty rags in the sink to launder! Our cleaners come with all the equipment and chemicals needed to clean your home. Quality, microfiber cloths are laundered and disinfected between use. We use color coded cloths for different parts of the house in order to ensure no cross contamination. All equipment is disinfected after use at your home.

Yes, thank you for asking :-) You can get the best results from your cleaning if you do a quick light tidy up. This allows us to focus on actual cleaning. We also don't want to move your stuff as it may make it harder for you to find an item after we've tidied up. Please: * pick up and put away any clothes, children's toys or other items on the floor to decrease clutter before we arrive * remove all dirty dishes from the sink/kitchen benchtops * make sure your pet is safe and secure.

Please note that we do not wash dishes due to the high risk of breakage. Please ensure your kitchen is free of dirty dishes prior to the arrival of your cleaner. If dirty dishes are left in the sink/kitchen, they will be removed whilst the sink is cleaned, and then placed back in the sink.