Booking terms,
made clear.

About these terms.

“Maid At Home”, “we”, “us” and “our” refer to the business operating under the Maid At Home name. “You” and “customer” mean the person who makes the booking and, where relevant, the person responsible for the property.

You must be at least 18 years old and authorised to arrange the service at the property. If you book for another person, you are responsible for giving them relevant booking information and ensuring you have permission to provide their details.

Requests, assignments and confirmation.

Submitting a booking form or receiving an automated receipt means we have received your request. It does not by itself confirm that a cleaner or team has been assigned.

We may reasonably decline a request or propose another time if no suitable team is available, the property is outside our service area, the requested work is unsafe or outside our services, or required information has not been provided.

What your clean includes.

The service includes the tasks shown for the service type and any extras listed in your confirmed booking or written quote. Results depend on property condition, available time, access and whether surfaces or items can be safely cleaned.

• Fixed-scope services: we complete the included checklist within reasonable limits. Additional tasks, excessive build-up or conditions not disclosed may require extra time and cost.
• Hourly services: the team works through your stated priorities during the booked time. Completion of every requested task is not guaranteed.
• Changes on the day: additions need our approval and may change the price or duration. The team may decline unsafe, specialist or out-of-scope work.

We may use one cleaner or a team. Where a team attends, the total labour time can be divided among team members. For example, two cleaners working for two hours equals four labour hours.

Quotes, prices and extras.

Prices are in Australian dollars. Your confirmed booking or written quote sets out the expected price based on the information supplied. You must provide accurate details about the property, its condition and the work required.

If the property or requested work is materially different from what was described, we will seek your approval before reasonably changing the scope, duration or price where practical. If we cannot contact you, the team may complete only the confirmed scope or stop work where continuing would be unsafe or unreasonable.

Parking, tolls, specialist equipment, extra labour and optional extras are charged only when disclosed in the booking, quote or approved change.

Optional extras and frequency discounts

Optional extras are charged separately and are treated as one-off additions. If you make a recurring booking, an extra applies to the first service only unless we confirm otherwise in writing; it is not automatically repeated on later visits.

Frequency discounts apply to the eligible core cleaning service only. They do not apply to optional extras, which are excluded from frequency discounts.

Card authorisation and final charge.

You authorise our payment provider to verify and charge the payment method supplied for the booking. We may place a pre-authorisation or temporary hold up to 48 hours before the service. If you book less than 48 hours before the service, the hold may be placed immediately.

A hold is not necessarily a completed charge and its release timing is controlled by your bank or card provider. We generally charge the final amount after the service. Approved extras, additional time, cancellation fees, failed-access fees or other agreed adjustments may change the final amount.

If payment fails, you must provide another valid payment method promptly. Any refund or adjustment will be processed to the original payment method where practical. Bank processing times are outside our control.

Help us prepare for the service.

You must provide safe and timely access to the property, accurate instructions and a working contact number. Before the team arrives, please:

• secure pets and tell us about any safety, access or parking issue
• provide working electricity, hot and cold water, lighting and ventilation
• remove or identify valuables, cash, medication, fragile items and confidential materials
• tell us about damaged, unstable, delicate or specially treated surfaces and items
• ensure areas to be cleaned are reasonably accessible and free from hazardous waste, pests or unsafe conditions
• provide a safe, working vacuum and mop unless you arranged in advance for the team to bring equipment.

We may pause, modify or refuse work where conditions present a reasonable health or safety risk. This includes aggressive animals, exposed sharps, biological hazards, illegal activity, unsafe structures or harassment.

Rescheduling, cancellation and failed access.

Please tell us as early as possible if plans change. Cancellation fees reflect the time and resources reserved for your booking and apply only to the extent permitted by law.

You may postpone once without a cancellation fee if you give at least 24 hours' notice and move the service to an available time within the next 7 days. Further changes may be treated as a cancellation.

If we cannot enter

The team will always wait up to 15 minutes for access to the property and will try to contact you during that time. If access has not been provided after those 15 minutes, the booking is treated as a same-day cancellation because the team has already travelled to and arrived at your property. A cancellation fee equal to 100% of the booked service price will then apply.

If we need to change a booking

We may need to change an arrival window, cleaner or date because of illness, emergencies, traffic or other circumstances outside reasonable control. We will give notice as soon as practical and offer a reasonable alternative. If we cancel and cannot provide a suitable alternative, you will not be charged for the unperformed service and any amount paid for it will be refunded.

Ongoing bookings and savings.

Recurring services continue at the agreed frequency until cancelled. A recurring schedule does not guarantee the same cleaner, exact arrival time or availability on public holidays, although we will try to maintain consistency.

• weekly and fortnightly Standard, Deep and Hourly services receive a 10% saving
• Standard, Deep and Hourly services every 3 or 4 weeks receive a 5% saving
• the saving begins from the second completed recurring service and applies only while the eligible recurring schedule continues.

The frequency saving applies only to the eligible core cleaning service price. Optional extras are one-off additions and are excluded from frequency discounts.

If you skip, pause or change frequency, future prices and eligibility may change. Each service remains subject to the cancellation and access terms above.

If something was missed.

Tell us as soon as possible if an agreed task was missed or the service did not meet the applicable consumer guarantee. For Standard, Deep, Move In and Hourly services, contact us within 48 hours where reasonably possible and include photos or details that help us assess the concern.

For a flat-rate service, our guarantee covers the full confirmed checklist and approved extras. If an included task was missed or was not completed with reasonable care and skill, we will arrange an appropriate remedy, which may include returning to address the affected work, a price adjustment, a refund or another remedy required by law. For an Hourly service, our guarantee covers the quality of the work actually completed during the booked time. It does not guarantee that every requested task will be completed if the customer has not booked enough hours for the property and priority list. For example, if six hours are reasonably needed but only four hours are booked, unfinished lower-priority tasks do not by themselves mean the completed service was defective. You must give us a reasonable opportunity to assess and, where appropriate, remedy the issue.

Reporting windows help us verify conditions close to the service time. They do not limit any longer period or remedy available under Australian Consumer Law.

Bond-back support when cleaning is the issue.

For an eligible, documented End of Lease concern, contact us within seven days of the original service with agent feedback and supporting photos. Please allow reasonable access for any approved return visit.

Where the customer does not receive the expected bond return or handover outcome because Maid At Home failed to complete an included cleaning task, forgot an agreed area or did not clean an included area to a reasonable standard, we will arrange an appropriate remedy. This may include a return re-clean, price adjustment, refund or another remedy required by law. Where the problem is purely caused by our cleaning work, our bond-back support applies. This support does not apply where the outcome is caused by damage, breakage, maintenance, mould or stained silicone, permanent stains or marks that cannot reasonably be removed, pre-existing conditions, inaccessible areas, rubbish, pest issues, tradespeople, movers, occupants or any other person who attended the property after our service, or any matter unrelated to the quality or completeness of the booked cleaning.

The property should be empty unless agreed otherwise, with electricity and water available. Please provide the condition report or agent checklist before the service if you want us to consider it in the confirmed scope.

Tell us promptly about property damage.

If you believe the team caused damage or loss, contact us within 48 hours where reasonably possible. Include photos, purchase or repair information and any other evidence needed to assess what happened. Do not arrange a non-urgent repair before giving us a reasonable opportunity to inspect or respond.

We are not responsible for ordinary wear, pre-existing damage, inherent defects, deterioration, unstable or poorly installed items, or damage that results from instructions that did not disclose a known risk, except to the extent responsibility cannot lawfully be excluded.

Keep irreplaceable, high-value or highly fragile items secure and tell us before service about any item requiring special handling.

Carpet steam cleaning.

Carpet steam cleaning has a minimum booking of two rooms and is subject to technician availability, property access and the condition and material of the carpet. Stain reduction cannot be guaranteed because results vary with fibre type, age, previous treatments and the nature of the stain.

You must disclose delicate fibres, existing damage, odours, pet contamination and prior treatments. We may recommend a specialist or decline work that cannot be performed safely.

Australian Consumer Law applies.

Our services come with consumer guarantees that cannot be excluded under Australian Consumer Law, including that services will be provided with due care and skill, be fit for a disclosed purpose where applicable, and be supplied within a reasonable time when no time is fixed.

Nothing in these terms excludes, restricts or modifies those guarantees or any other non-excludable right or remedy. Where the law permits us to limit liability, our liability is limited to the reasonable cost of supplying the affected service again or another remedy available by law.

To the extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable when the booking was made. You remain responsible for taking reasonable steps to reduce avoidable loss.

Website and third-party tools.

Website information is general and may change. While we try to keep it accurate and available, errors, interruptions or outdated information may occur. A confirmed quote or booking email takes priority over general website content.

Our website may use third-party booking, payment, mapping, messaging or analytics tools. Their services may also be governed by their own terms and privacy notices. Maid At Home names, website copy, graphics and branding may not be reproduced or commercially used without permission, except as allowed by law.

Our handling of personal information is explained in our Privacy Policy.

Changes, governing law and severability.

We may update these terms for future bookings when our services, systems or legal obligations change. The version published when you make a booking applies to that booking unless a change is required by law or you agree otherwise.

If part of these terms is invalid or unenforceable, it is read down or removed to the minimum extent necessary without affecting the remaining terms. A delay in exercising a right does not waive that right.

These terms are governed by the laws of Victoria, Australia. You and Maid At Home submit to the courts and tribunals with jurisdiction in Victoria, without limiting any right you have to bring a claim elsewhere under applicable consumer law.