Service Policies

We generally work in teams of two: a Team Leader and a rotating supporting cleaner. Your Team Leader manages your clean and will text you if running late. The second cleaner may vary, which allows us to maintain reliability and continuity without over-relying on one individual.

Sometimes we may assign a team of three cleaners, especially:

• For larger or more detailed cleans
• When covering staff leave or illness. This helps ensure your clean stays on schedule without delays.

To provide consistent, high-quality service, we aim to have two Team Leaders and two supporting cleaners learn your home during the onboarding process. This allows multiple team members to become familiar with your layout and preferences, so we can maintain standards even if someone is unavailable.

Benefits of this approach include:

• Greater flexibility with scheduling
• Stronger consistency in service
• Seamless coverage in the event of illness, vacation, or other changes

We truly value our relationship with you. If at any point you feel that the current team isn’t meeting your expectations, please don’t hesitate to let us know. Your feedback is important and helps us make any necessary internal adjustments.

We welcome:

• Open communication
• Constructive feedback
• Suggestions for how we can better serve you

Our goal is to deliver the highest level of service possible every visit.

Our general operating windows/starting times are as follows:

• Early Morning: 6:30 – 7:30 AM

• Mid Morning: 9:30 – 10:30 AM

• After Lunch: 12:30 PM onward

We will determine a more specific arrival time each clean, we will work on your time always remaining the same for you, our teams will usually arrive on time however may sometimes be 15 minutes earlier or later pending traffic on the day, if more than that the Team will notify you directly by SMS.

The time you book includes arrival, setup, cleaning, and pack-down. Our team will complete as much as possible within the allocated time, focusing on your priorities. If more time is needed to meet your desired standard, we may recommend extending the booking or adjusting tasks to suit the time available.

We follow a customised cleaning checklist for your home, so your specific needs are met each visit. You can update your list anytime — just let us know.

Please ensure we can access your property on the day via key, code, or someone being home. If we arrive and can't get in, the full service fee may still apply.

We’re animal lovers! Please let us know:

• If pets will be home

• If they need to be secured

• Any behaviours we should be aware of (e.g. barking, escaping)

• We supply all our own equipment and cleaning products

• We avoid using bleach, with the only exception being Exit Mould, which we use selectively and never on surfaces that may discolour or be damaged

• However, if you supply a bleach-based product and specifically request it, we are happy to use it for your clean

• We do not use any fragranced products

• If you have sensitivities, allergies, or specific product preferences, just let us know

We take great care in your home. In the rare case something is damaged:

• We will notify you immediately

• We will repair, replace, or compensate appropriately

If something isn’t right, just let us know within 24 hours and we’ll make it right.

If you’re away and need to pause your clean:

• Please give us at least 2 weeks’ notice

• 4+ weeks’ notice is appreciated for smooth scheduling

If you miss more than 2 consecutive cleans, we may not be able to hold your regular time slot or team.

• Less than 1 business day: 100% of service fee

• 2 business days: 50% of service fee

• 3–5 business days: 25% of service fee

These fees cover admin time and wages already allocated.

If a change is required to your general arrangement we appreciate being notified the Friday prior to the week of your clean commencing, this is when we try to finalise our schedule for the following week.

• Invoices are generally sent out the morning after your clean
• Payment is due within 24 hours
• A $20 late fee applies if payment is more than 2 business days overdue, unless agreed otherwise.

• Stripe (card or Auto Pay): Secure, easy. Stripe fees are passed on to you.

• Bank Transfer / Manual Auto Pay: No fees. You're welcome to set up recurring transfers.

We’ll always communicate clearly if any adjustments or credits are needed.

Our admin team is available Monday to Friday, 6:30 AM – 4:30 PM for schedule changes, questions, or support.