We understand that your home contains items of both financial and sentimental value.

• Please let us know in advance if you have fragile, valuable, sentimental or irreplaceable items.
• Where appropriate, we may allocate two team members or take extra precautions.
• Our insurance does not cover items that were unstable, improperly installed or damaged prior to our service.
• We are unable to accept responsibility for fragile or irreplaceable items that have not been disclosed.
• Existing wear, deterioration or faults in fixtures such as toilet seats, toilet brushes, sink components or similar fittings cannot be repaired or replaced by us.

Our goal is always to clean your home with care while respecting both your property and the memories it holds.

Please don’t feel the need to clean before we arrive.

A quick tidy of clothing, toys or personal belongings allows our team to focus on cleaning rather than organising, helping you receive the greatest value from your visit.

Cleaning services are generally scheduled between 9:00 am and 6:00 pm.

As every home is unique, the duration of each service varies. While we cannot guarantee an exact arrival time, we will always aim to arrive within your scheduled timeframe and will notify you if we expect to be more than 30 minutes late.

You are welcome to be home during your cleaning service.

If you have specific requirements—such as working from home, conference calls, children’s naps or particular rooms needing priority—please let us know and we will do our best to accommodate your routine.

For regular clients, we aim to maintain the same scheduled cleaning day whenever possible.

Occasionally, circumstances such as staff illness, public holidays or unforeseen operational events may require us to reschedule. Should this occur, we will provide as much notice as possible and work with you to find a suitable alternative.

We love pets.

For the safety of both your animals and our team, we kindly ask that pets be secured or supervised where appropriate during the cleaning service.

Before your first service, we will agree on the preferred method of accessing your home.

Please advise us beforehand if alarm codes, lockboxes, gate codes or any special access arrangements are required.

We stand behind the quality of our work.

If you are not satisfied with any aspect of your cleaning, please let us know within 24 hours and we will gladly return to rectify the issue.

Because professional cleaning is a service that cannot be “returned” once completed, refunds are generally not provided. Our commitment is to make things right by resolving any concerns promptly and to the highest standard.

If your home requires significantly more work than a standard clean due to mould, excessive build-up or unusual conditions, please let us know at least 24 hours before your scheduled appointment.

This allows us to allocate sufficient time, equipment and resources.

To help us provide consistent employment for our team and maintain our schedule, we ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment.

The full service fee may apply if:

• Less than 24 hours’ notice is provided.
• We are unable to access your property.
• Keys, alarm codes or access arrangements prevent our team from entering the home.

Payment is accepted by internet banking.

Invoices are due on the first Monday following completion of your cleaning service unless otherwise agreed in writing.

If you decide to discontinue your regular cleaning service, we simply ask for two weeks’ written notice by email.

We appreciate the opportunity to have cared for your home and thank you for choosing Clean for Good.