Know your rights and responsibilities.

Terms and Conditions

1. Introduction

By using Maid At Home’s cleaning services, you agree to these Terms and Conditions. These terms ensure clarity and fairness for both parties. If you do not accept these terms, please do not proceed with our services.

2. Services provided

Maid At Home offers residential cleaning services, including but not limited to regular cleaning, spring cleaning, and move-out cleaning. Detailed service descriptions are available on our website.

3. Booking & Confirmation

• Bookings can be made via our website or customer service team.
• A confirmation email will be sent upon booking with details of the service.
• Service availability is subject to change, and we reserve the right to decline or reschedule bookings.

4. Arrival times

Our cleaning team will strive to arrive on time for your service. However, unexpected traffic or other unforeseen factors may occasionally affect the arrival time. Typically, our cleaners service homes between 9:00 a.m. and 5:00 p.m.

The cleaning team will have an arrival window of up to 30 minutes. When booking your service, you will be asked to choose how you'd like us to proceed if the team is later than 30 minutes. This ensures we can address any delays in a way that suits you.

5. Team size

If multiple cleaners are assigned to your service, the total hours booked will be divided by the size of the team. This ensures that each cleaner contributes equally to the service, allowing for a more efficient and effective cleaning experience.

6. Right of refusal

Maid At Home reserves the right to refuse service for various reasons, including but not limited to:

• Inability to gain entry to the property;
• Lack of power/electricity or heating/air conditioning;
• Frequent cancellations or changes to the schedule;
• Improper or dishonest booking practices;
• Services or tasks that fall outside the scope of the original booking;
• Rudeness or mistreatment of cleaning professionals;
• Breaching the Client Obligations outlined in this document;
• Incorrect or non-functioning billing information.

7. Cleaner safety - Hot weather

To protect the well-being of our cleaning team on hot days (35°C or higher), we request that you have air conditioning turned on. If air conditioning is unavailable, please notify our office beforehand to discuss other options. If no arrangements are made and the temperature exceeds 35°C without air conditioning, we may need to cancel the service and a cancellation fee may apply.

8. Cleaner solicitations

Maid At Home refers clients to independent cleaning professionals who have agreed to our terms, including a non-solicitation policy. If you wish to hire a cleaner directly, you must wait 12 months after their agreement with us ends. Breaching this policy may lead to the termination of our services. We appreciate your understanding and cooperation.

9. The agency

We connect clients with independent cleaning professionals who operate on their own. They are not our employees but pay a fee for our referral service.

10. Pricing & Payment

• Prices are available on our website and are subject to change.
• Payment is processed through Stripe and must be made via credit/debit card.
• Credit/debit card details must be provided in the booking form.
• A pre-authorization hold will be placed on the card two days before the service. If the booking is made less than two days before the service, the hold will be placed immediately.
• The final payment will be processed after the service has been completed.
• Additional fees may apply for extra tasks requested on the day of service.

11. Discounts

For recurring services, the discount applies from the second service onward. The first service will be charged at the full rate.

12. Cancellations & Rescheduling

• Cancellations or rescheduling must be requested at least 24 hours before the service time.
• Services postponed more than once will incur a cancellation fee. This policy is in place to prevent indefinite postponements that could be used to avoid cancellation fees.
• If a service needs to be rescheduled, it must be completed within a maximum of 7 days from the original booking date. Failure to do so may result in a cancellation fee of 50% of the service.
• If a service is cancelled on the spot, when cleaning team is already at the premises, a cancellation fee of 100% of the service cost (+ extras) will apply.
• Failure to provide access to the property at the scheduled time will result in a cancellation fee. Our cleaning team will wait up to 15 minutes.

13. Unpaid services

If payment for services is not received within the agreed timeframe, the client will be responsible for all fees associated with the collection process, including any charges from debt collectors. We reserve the right to take necessary steps to recover outstanding payments, and these additional fees will be added to the total balance due.

14. Service guarantee & Complaints

General Guarantee: If you're unhappy with the service, let us know within 48 hours, and please provide photos to help us assess the issue. We’ll do everything we can to fix it with a re-clean. If the issue persists, a full refund will be considered depending on the situation. Re-cleans are available on weekdays, except in exceptional cases.

Flat Rate Services: For flat rate services, our guarantee applies only to the tasks and extras that are included in the flat rate service. Any additional services or tasks outside of the agreed scope are not covered by the guarantee.

Hourly Services: For hourly services, our guarantee covers the quality of cleaning, not the number of areas cleaned. If you're moving out, we recommend not choosing hourly services as it’s hard to estimate the time required for such a big task. In these cases, our guarantee won't apply.

Move Out Services: For move-out cleanings, you have up to 7 days to contact our support team if you're unsatisfied. We’ll review your concerns and, if needed, arrange for a re-clean, which will be completed within 7 days.

Steam Cleaning: While our team uses high-tech equipment to clean your carpets and upholstery, we can't guarantee removal of permanent stains or marks. If we’ve done our best with the service, we won’t be able to return for the same issue. However, if there are exceptional circumstances, we’ll be happy to review the situation.

15. Client responsibilities

• Clients must provide access to the property at the agreed time.
• Clients must ensure pets do not interfere with cleaning services.
• Clients must provide a mop and vacuum, unless pre-arranged for the cleaner to bring their own.
• The environment should be safe for cleaning staff.

16. Access to premises

For security reasons, our cleaners do not keep keys to your property. The client is responsible for providing access to the premises. This can be done by securely hiding a key or using a lockbox, for example. If you have any specific instructions on how to grant access, please make sure to provide them ahead of time to ensure a smooth and timely service.

17. Limitations & Exclusions

Please note that the following tasks are excluded from all bookings and are not completed by Maid At Home:

• Moving of heavy/large items of furniture
• Grout cleaning of floors
• Cleaning of ceilings
• In-between the glass sheets on ovens
• Rubbish removal
• Human/animal waste removal
• Stained silicone
• Removal of adhesives or paint
• Cleaning of air conditioning filters
• Removal of fly wire screens
• Curtains cleaning
• High-pressure cleaning
• Concrete stains
• Garages
• Exterior of the property, including outside windows, gardens, pools, BBQs
• Pest control

18. Damages & Liabilities

Maid At Home is a referral service that connects clients with independent cleaners. These cleaners are not our employees but operate under their own terms. Our role is to facilitate the connection and ensure a smooth process for both clients and cleaners.

Because cleaners operate independently, they are fully responsible for their work, including any damages or issues that may arise. Maid At Home cannot be held liable for any losses, problems, or failures related to their service.

19. Insurance

• Our cleaning team carries public liability insurance to cover any accidental damage caused during service. The cleaning team is liable for any damage and will be covered by their own insurance.
• We ensure that all cleaners are fully insured before selecting them to work with us.
• We are not liable for damage to items that are improperly secured or areas not previously disclosed as fragile.
• Clients must report any damage within 24 hours of the service completion.

20. Privacy policy

• Client information is collected solely for booking and service purposes and will not be shared with third parties.
• We use secure systems to store personal data.

21. Governing law & Jurisdiction

These Terms of Service, along with any separate agreements through which we provide services, shall be governed by and construed in accordance with the laws in force in Australia. Both parties irrevocably and unconditionally submit to the exclusive jurisdiction of the courts of Australia.

22. Changes to terms

• Maid At Home reserves the right to update these Terms & Conditions at any time without prior notification.
• Continued use of our services constitutes acceptance of the updated terms.

23. Contact information

For any inquiries regarding these Terms & Conditions, please contact us:

Email: info@maidathome.com.au

Phone: +61 413 398 546