Home Cleaning Terms
For one-off and recurring domestic cleaning.
These terms apply to domestic cleaning of your own home — one-off or recurring.
How Home cleans work
Recurring options include weekly, fortnightly and monthly cleans, which may be priced lower than one-off cleans because they're easier to plan. There's no minimum contract term.
Home cleans are provided within an 8am to 5pm service window. We don't guarantee a fixed arrival time unless expressly agreed — your clean is booked into a window, not a fixed appointment. If we need to move a clean because of resource disruption, you can accept the new date and time, rearrange, or cancel that clean for a full refund or credit.
What a Home clean includes
Scope depends on the service selected, and typically includes kitchen surfaces, bathroom cleaning, visible dusting, vacuuming, mopping suitable floors, wiping high-touch surfaces, emptying internal bins where agreed, and a general tidy and reset within reason. Additional paid services may include oven, fridge or internal window cleaning.
We don't currently provide deep clean, hazardous or hoarding cleans, mould or pest treatment, bodily-fluid cleanup, post-party reset or specialist restoration as standard Home services.
Pause, skip and frequency
Pause and skip are free but share one absence-days budget: up to 28 absence-days per rolling 90 days, and a single pause can't exceed 28 days. Skipping a clean consumes its interval against the budget (a weekly clean 7 days, a fortnightly 14, a monthly its interval); a pause consumes the days until the plan auto-resumes. If the cap is reached we'll show you calmly that further pause or skip isn't available yet.
Frequency changes are capped at one change per rolling 60 days and re-price the service, because cadence drives the discount — the new price applies from your next clean and isn't retroactive. Rescheduling isn't numerically capped but depends on real capacity; we may decline a reschedule where the day is full, non-operating, already committed, or the request is too late.
Payment, cancellation and cooling-off
There's no upfront subscription fee and no proration. For Home cleans, payment is usually taken in the days before your clean, normally up to 3 days before.
Cancellation and reschedule refunds are measured from the clean time: 48 hours or more before, a full refund; 24 to 48 hours, 75%; less than 24 hours, 50%. Access failure or a customer-caused inability to clean may result in a failed-access or attendance charge. See our Cancellation & Refund Policy.
When you book online you normally have a 14-day right to cancel. If you ask us to carry out a clean within those 14 days, you're asking us to start the service during that period. Once the clean is completed, you can't cancel that clean under the 14-day cooling-off rules — but this doesn't affect your rights if something goes wrong. If you cancel before the clean happens, our Cancellation & Refund Policy applies. Nothing here removes your statutory rights as a consumer.
Complaints
Raise domestic complaints within 24 hours of completion. We'll review against the agreed scope, reasonable care and skill, property condition, time available, access, your instructions, cleaner notes and any photos. Remedies may include a targeted re-clean where practical, credit, a partial or full refund, or a goodwill gesture. Your statutory rights are not excluded. See our Complaints Policy.