Policies 

Call Out Fee: 
We have a minimum call-out fee of $180. This ensures that our team can adequately allocate resources and commit to providing quality service. By implementing a minimum charge, we can maintain the reliability and sustainability of our operations while also covering the initial costs associated with dispatching our cleaners to your location. 

Weekend and Public Holiday Surcharge:
A surcharge applies to services scheduled on weekends and public holidays:

• 1.5% for Saturdays
• 2% for Sundays and public holidays

If your clean falls on a public holiday, we’ll reach out to confirm if you’d like to proceed or reschedule.

Payment for Initial / One-Off cleans:
A 50% prepayment based on the estimated quote is required before we begin any initial or one-off cleaning services. This ensures your booking is confirmed and guarantees the reserved cleaning slot.

Payment Policy:
We require payment within 24 hours of completing your clean. A 5% late fee may be added for each day the payment is delayed.

Cancellation Policy:
We kindly ask for 24 hours' notice for any cancellations or changes to your clean. Failure to provide sufficient notice may result in a cancellation fee of 50% of the service cost. Repeated last-minute changes may require us to reconsider your future bookings. 

Lockout Fee:
If our cleaner arrives at your scheduled time and is unable to access your home, a lockout fee of 90% of the service cost applies. This is because our cleaners rely on scheduled work, and in most cases, we are unable to rebook them for another job on the same day. As a result, we pay them as if the clean went ahead.

Cancelling of Services:
If you wish to discontinue your service, please contact us 2 weeks prior to the scheduled date of your last clean. Early communication allows us to efficiently process your request and discontinue future bookings.

Parking: 
Please ensure that parking is available for our cleaners. If parking is limited, kindly provide details of nearby public parking or arrange for a private spot. Any parking fees will be added to the service bill. If parking is more than 100 metres from your property, additional charges may apply. In the case of no available parking after a 20-minute search, a cancellation fee may apply. For steam cleaning services, parking must be within 20 metres of the property.

Steam Cleaning:
For steam cleaning services, please ensure that parking is within a 20-metre radius of the location. If this is not possible, please contact us beforehand to discuss. Our Crystal-Clear-Commitment does not apply to steam cleaning, except in exceptional circumstances. While we aim to achieve the best results, permanent stains or marks that cannot be removed with professional steam equipment will not qualify for a re-clean.

Crystal-Clear-Commitment - 100% Satisfaction Guarantee:
Your satisfaction is our priority. If you're not happy with any aspect of our service, simply let us know within 24 hours, and we will return to resolve the issue at no additional cost. Please note that this policy does not apply to concerns raised after 24 hours or to areas that have been altered after our service.

Safety Policy:
The safety of both our clients and our team is of utmost importance. Our staff are required to wear closed-toe shoes during cleaning. We ask that clients inform us of any potential hazards, and we kindly request that large pets be confined during the cleaning session to avoid disruptions or accidents.

Liability and Disclaimers:
We take the utmost care with your property. However, we cannot be held liable for any damages or accidents that occur during the cleaning process, unless caused by our gross negligence. In such cases, please contact us within 24 hours with photos of the damage. We will first attempt to repair the damage, and if that’s not possible, our Public Liability Insurance will help facilitate a resolution.

Privacy Policy:
We are committed to protecting your privacy. Any personal data we collect during the course of providing services will be securely stored and never shared with third parties.

Exclusions: 
Please note that the following areas are excluded from all bookings and are not covered by our services:

• Moving heavy/large furniture
• Grout cleaning of floors
• Cleaning ceilings
• Human/animal waste removal
• Stained silicone removal
• Removal of adhesives
• Paint removal
• Cleaning air conditioning filters
• Removal of fly wire screens
• Removal of curtains
• High-pressure cleaning
• Concrete stains
• Outdoor cleaning, including garages, gardens, pools, BBQ areas, and pest control.