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Customer Policies
These are the policies we have in place for our services.
Lockout Policy
We appreciate the value of time and try to respect yours as well as our cleaners’ time as much as possible. We ask that you always remember to leave keys in the place discussed prior to services commencing or have someone present at the home to let your cleaner in. SMS reminders are sent 24 hours before cleans to help prevent a lockout from happening as it is understandably frustrating for a cleaner to travel to your home only to find they cannot get in.
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When the cleaner arrives and cannot find a way into the home, we will immediately try to get in contact with the person(s) responsible via phone and/or email. If we cannot reach the person(s) responsible within 15 minutes, a full lockout fee will apply. We understand if you may be running late due to a school drop-off, work commitments, etc.
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However, if contact is made and the cleaner is eventually able to get into the home within 30 minutes, regular cleaning will ensue, However, we will need to include a $25 fee to compensate for lost time.
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The full lockout fee is equal to 75% of the service cost up to $150.
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This fee is used as compensation for the cleaner’s time, travel, and lost income.
Late Cancellation Policy
We are fully committed to providing a seamless and enjoyable experience to our customers and workers, and to stay true to this, certain policies are necessary to keep operations running smoothly. Adequate notice of cancellation is required for us to rearrange our calendar and give other customers enough time to reschedule into a cancelled appointment slot.
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We understand that life happens, so we don’t charge any late cancellation fees. However, we will terminate services if late cancellations are frequent.
Payment Policy
One-off, vacate, and initial cleans:
For all one-off, vacate, and initial cleans, we ask for payment in full the day before cleaning or a 50% deposit before cleaning and the balance to be paid on the day of the scheduled service if the person(s) making the payment will be at the property.
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Regular house cleans:
​For regular weekly/fortnightly house cleaning, we will automatically charge the card on file. If you are with DVA, NDIS, or a commercial client, invoices will be issued as discussed prior to commencing services.