Know Your Rights And Responsibilities.

Terms And Conditions

1. Introduction

These terms exist to make sure every booking goes smoothly for you and for our cleaning team. We've written them in plain language so you know exactly what to expect from us, and what we ask of you.

By booking with Maid At Home, you're agreeing to these terms. If you have any questions before you book, just give us a call or send us an email and we'll be happy to help.

2. Our Services

Maid At Home offers residential cleaning services across Melbourne, including:

• Regular home cleaning
• Spring / deep cleaning
• End-of-lease / move-out cleaning
• Steam cleaning (carpets and upholstery)

Full details of what's included in each service are on our website.

3. Booking & Confirmation

You can book online through our website or by contacting our team directly. Once your booking is confirmed, you'll receive a confirmation email with all the details of your service.

In the rare case that we need to reschedule due to staff unavailability, we'll contact you immediately and work with you to find a time that suits you.

4. Arrival Times

Our team works between 9:00 am and 5:00 pm. We always aim to arrive on time, but traffic and other factors can occasionally cause minor delays.

Your booking includes a 30-minute arrival window. When you book, you'll choose how you'd like us to handle things if we're running later than that so you're always in control.

5. Team Size

When multiple cleaners are assigned to your booking, the total hours are divided across the team. This means the job gets done more efficiently in less time, without compromising quality.

6. How We Work Best Together

We want every clean to go smoothly. To make that happen, we ask that you:

• Ensure the property is accessible at the agreed time
• Provide a safe working environment for our team
• Keep pets away from the areas being cleaned
• Provide a mop and vacuum, or let us know in advance if you'd like us to bring our own
• Ensure the booking details are accurate and complete

In situations where we genuinely cannot complete the service, such as no access to the property, unsafe conditions, or information that was significantly different from what was booked, we reserve the right to cancel the service. Where applicable, our cancellation policy will apply.

We also ask that our team is treated with respect. We work hard to send great people to your home, and we appreciate you treating them as the professionals they are.

7. Hot Weather Policy

We care about the wellbeing of our cleaning team. On days where the temperature reaches 35°C or above, we ask that air conditioning be available and turned on during the service.

If your property doesn't have air conditioning, please let us know before your booking so we can find a solution together, whether that's rescheduling or making other arrangements. We'll always reach out in advance on forecast hot days so there are no surprises.

8. Our Cleaning Team

Maid At Home carefully vets and refers independent cleaning professionals who meet our standards for quality, reliability, and conduct. Every cleaner in our network is fully insured before joining us.

Because they operate independently, they carry their own public liability insurance and are responsible for their work. Our role is to make sure you're always connected with someone great and to be there if anything needs to be resolved.

9. Hiring Our Cleaners Directly

We invest significantly in finding, vetting, and placing great cleaners. To protect the quality of our network, we ask that clients do not hire our cleaners directly outside of our service.

If you'd like to hire a cleaner independently after they've left our network, please wait 12 months from the end of their agreement with us, or contact us to discuss options. We appreciate your understanding, this policy is what allows us to keep finding and placing great people.

10. Pricing & Payment

Current pricing is available on our website. Your quoted price at the time of booking is what you'll pay with no surprises.

Payment is processed securely through Stripe using a credit or debit card, which you'll provide at the time of booking.

How the payment process works:

• A temporary pre-authorization hold is placed on your card two days before your service, or immediately if booking within 48 hours. This is not a charge, it's simply a hold to confirm your card is valid. You are only billed after the service is completed.
• Final payment is processed once the clean is done.
• If you request additional tasks on the day, extra charges may apply.

Recurring service discounts:

Discounts for recurring bookings apply from your second clean onwards. Your first service is charged at the standard rate.

11. Cancellations & Rescheduling

We know life is busy, so we've kept this as straightforward as possible.

Free cancellation or reschedule:

Cancel or reschedule with at least 24 hours' notice and there's no charge at all.

Late cancellation (less than 24 hours' notice):

A fee of 50% of the service cost applies. This covers the time our team has already set aside for your booking.

Repeated rescheduling:

If a service is rescheduled more than once, a cancellation fee applies. This is to ensure fairness to our team, who plan their week around confirmed bookings.

If we can't access your property:

Cancellation on the day (team already on-site):

If a service is cancelled once our team has already arrived, a fee of 100% of the service cost applies for the same reason.

12. Unpaid Services

If payment is not received within the agreed timeframe, you will be responsible for any costs associated with recovering the outstanding amount, including any third-party collection fees.

13. Our Satisfaction Guarantee

Here's how the guarantee applies by service type:

Standard & flat rate cleans:

Covers everything included in your booked service. Tasks outside the original scope are not covered.

Hourly cleans:

Covers the quality of cleaning within the time booked. We'd recommend a flat-rate package for move-outs, as hourly bookings make it hard to guarantee full coverage within the time.

End-of-lease / move-out cleans:

You have up to 7 days to raise any concerns. If needed, we'll arrange a re-clean within 7 days of your report.

Steam cleaning:

We use professional equipment to get the best possible result. Permanent stains and marks cannot be guaranteed for removal, but we'll always be upfront about what's achievable before we start.

Re-cleans are available on weekdays, with exceptions for urgent cases.

14. Property Access

For security reasons, our cleaners do not keep keys to your property. You're responsible for providing access on the day, whether that's being home, leaving a key in a secure spot, or using a lockbox.

If you have specific access instructions, please include them when you book so our team is prepared and there are no delays.

15. What's Not Included

The following tasks are outside the scope of all Maid At Home services:

• Moving heavy or large furniture
• Grout cleaning of floors
• Ceiling cleaning
• Cleaning between oven glass panels
• Rubbish removal
• Human or animal waste removal
• Stained silicone removal
• Removal of adhesives or paint
• Air conditioning filter cleaning
• Fly wire screen removal
• Curtain cleaning
• High-pressure cleaning
• Concrete stain removal
• Garage cleaning
• Exterior areas: outside windows, gardens, pools, BBQs
• Pest control

If you're unsure whether something is included, just ask before you book and we'll be happy to clarify.

16. Insurance & Damage

Every cleaner in our network carries public liability insurance to cover accidental damage that occurs during a service.

We are not liable for damage to items that were not disclosed as fragile, or that were improperly secured prior to the clean.

If something is damaged:

Please let us know within 24 hours of your service completing. You'll also receive a follow-up message after your clean as a reminder to check everything over.

We'll work with you and the cleaner's insurer to resolve the issue as quickly as possible.

17. Your Privacy

Your personal information is collected only for the purpose of managing your booking and delivering your service. We don't share it with third parties, and we use secure systems to store your data.

18. Changes to These Terms

We may update these terms from time to time. For any significant changes, we'll notify you by email before they take effect. Continued use of our services after that point means you've accepted the updated terms.

19. Governing Law

These terms are governed by the laws of Australia.

20. Get in Touch

We're always happy to help. If you have any questions about these terms or your booking, contact us:

Email: info@maidathome.com.au

Phone: +61 413 398 546

Thank you for choosing Maid At Home.

We look forward to taking great care of your home.