Terms & Conditions

First turnover free

• Available to new properties that book us for their next 4 or more turnovers.
• Covers a standard turnover for properties up to 3 bedrooms. Add-ons are charged as normal.
• One free turnover per host. If the remaining booked turnovers are cancelled, the free turnover may be charged at our standard rate.
• Properties needing a deep clean first are quoted for the deep clean, less the standard turnover price.

Our guest-ready guarantee

If a turnover isn't guest-ready by the listed check-in time, that turnover is free. The guarantee applies when:

• We had access to the property from the listed check-out time.
• Clean linen and towels were supplied for the beds and bathrooms (unless you use our linen hire).
• The booking was in your calendar at least 24 hours before the clean.
• The turnover window met our minimum (see section 03).

Same-day turnovers

Same-day turnovers need at least 3 hours between check-out and check-in. Shorter windows can usually be accommodated with a rush fee of 30% of the turnover price, and the guarantee won't apply to them.

Booking notice & cancellations

• Turnovers need at least 24 hours notice. Shorter notice incurs a rush fee of 30% of the turnover price, subject to availability.
• Cancellations within 24 hours of a scheduled clean are charged at 50% of the turnover price.
• If a guest booking is cancelled, please let us know straight away. Calendar syncs can take several hours to update.

Access, waiting & lockouts

• If guests are still in the property, or we can't get in (e.g. key not in the lockbox, wrong code), we'll contact you straight away.
• After 15 minutes of waiting, a wait fee of $15 per 15 minutes applies.
• If we can't access the property and need to leave, a call-out fee of 40% of scheduled turnover price applies.

Excess mess

Our turnover price covers a property left in normal condition. Party clean-ups, heavy staining, bodily fluids, excessive rubbish or widespread pet hair take extra time, which is charged at $70 per hour in 15-minute blocks. We'll photograph the condition and message you when we find it, so you know straight away and have evidence for a guest damage claim. Excess mess can delay a turnover, so our guest-ready guarantee doesn't apply to these cleans.

Peak periods

A 15% peak surcharge applies over Christmas to New Year, Easter and public holidays. Peak dates fill quickly, so we recommend confirming your calendar with us early.

Billing & payment

• Payment is due within 7 days of the invoice.
• New clients may be asked to keep a card on file.
• Linen: unless you book our linen laundry or linen hire, used linen is bagged and left in your agreed spot, and you supply clean sets for each turnover.
• Turnovers are charged after each clean via card or direct debit on file, with an invoice sent automatically. Alternatively, we can invoice weekly with 7-day payment terms.
• We may pause service if invoices remain unpaid past their due date.

Lost property

Items left by guests are bagged, photographed and reported to you on the day. Valuables are reported immediately and kept secure. Food, opened toiletries and rubbish are disposed of. We hold items for 30 days. Anything unclaimed after that is donated or disposed of. Returning items to guests (postage or courier) is at the guest's or host's cost. We're not responsible for items left behind by guests.

Damage & maintenance

Any damage or maintenance issues we find are photographed and reported to you the same day. We don't carry out repairs, but we'll flag anything that could affect your next guest.

First clean free

• Available to new customers who book 4 or more weekly, fortnightly or monthly cleans.
• Covers a standard clean. Homes needing a deep clean first are quoted, less the standard clean price. Quarterly deep cleans are excluded.
• If you cancel before your 4th clean, the free clean is charged at our standard rate.

Our guarantee

Missed something? Tell us within 24 hours (a photo helps) and we'll come back and fix it, free, within 2 business days at a time we’ll arrange with you during normal business hours, or at your next clean if you'd prefer. This covers items on your checklist, not add-ons that weren't booked, rooms you've asked us to skip, or existing stains and damage.

Pricing

Your estimate is confirmed on your onboarding call. Prices only change for extra bathrooms (+$30), homes needing a deep clean first, or add-ons. We review rates once a year with 30 days notice.

Your regular booking

The same day and time slot each visit, arriving within 30 minutes of your slot, with the same small team wherever possible. If someone's sick or on leave, another trained team member will cover.

Rescheduling & cancellations

• Free with at least 48 hours notice.
• Within 48 hours, or if we arrive and can't get in, 50% of the clean price applies.

Pausing for holidays

Pause your cleans for up to 4 weeks with 7 days notice. For longer breaks, we may need to offer your time slot to someone else.

Access, keys & alarms

Keys and access codes are stored securely and coded, never labelled with your address. A lockbox is recommended. Please let us know about any alarm codes before your first clean.

Pets

Please secure pets as noted in your home profile. Pet hair is included. Pet accidents (vomit or toileting) may take extra time and be charged. We may skip a room if a pet makes it unsafe to work.

What's not included

Moving heavy furniture, work above a small step ladder, exterior windows, mould removal, biohazards, laundry and ironing, hand-washing large piles of dishes, and putting away personal items. We may pause a clean if conditions are unsafe.

Products

We bring our own low-odour products and equipment. If you'd prefer we use yours, leave them out and we'll note it in your home profile.

Payment

• Cleans are charged after each visit by card or direct debit on file, with an invoice sent automatically. Alternatively, we can invoice weekly with 7-day payment terms.
• We may pause service if invoices remain unpaid past their due date.

Breakages & damage

Accidents are rare, but if something happens we'll tell you the same day, and we're covered by public liability insurance. We're not liable for items that were already damaged, poorly secured, or showing normal wear. Please put valuables away before your clean.

Photos & privacy

We take photos for quality checks and your "All done" text. Never of people or personal documents. See our privacy policy.

Ending your service

You can cancel ongoing cleans anytime with 14 days notice.