Terms and conditions

Contact us
If trying to contact us within business hours (9-5pm Mon-Fri) please call on +61417110063.

If trying to contact us outside of business hours, please either reply to this email, or SMS us on +61417110063. Please note this is an SMS ONLY number. —

200% Guarantee General
Refunds are not offered prior to a re-clean being accepted. If you are unsatisfied with your service, you must contact our support team and provide photos within 48 hours of the date/time of your service. Photos are required for the 200% guarantee to be implemented If we are still unable to satisfy your requirements up to a full refund will be considered depending on the circumstances. Due to limited availability, re-cleans are currently only available on weekdays, other than in exceptional circumstances.

—> 200% Guarantee Hourly Rates
Our teams will always prioritise quality vs quantity, unless directly requested otherwise by a customer. Our satisfaction guarantee will extend only to the quality of work performed instead of the amount of areas covered, unless in exceptional circumstances.

We strongly advise against booking Hourly Rate services when moving out of a property due to the frequency that the amount of cleaning required when moving out is significantly underestimated. We cannot provide any satisfaction guarantee when Hourly Rate services are booked when a customer is moving out.

—> 200% Guarantee Move Outs
Move out services have up to 7 days to contact our support team. A review will then take place and if required we will offer a re-clean ASAP to be completed no later than 7 days after your service.

—> 200% Guarantee Steam Cleaning
Our satisfaction guarantee does not extend to Steam Cleaning services except in exceptional circumstances. Our Steam Cleaners will clean your carpets/upholstery with their high-tech, professional equipment and leave them as clean as possible. However, there is always a limit to the effect of steam cleaning, and we are unable to return if there are permanent marks/stains and the Steam Cleaner has performed the service to the best of their ability.

Exclusions
The following areas are excluded from all bookings and are not completed at all by Cleaning Mates: Moving of heavy/large items of furniture, grout cleaning of floors, ceilings, in between the glass sheets on ovens, rubbish removal, human/animal waste removal, stained silicone, removal of any adhesives, paint removal, air conditioning filters, removal of fly wire screens, curtains, high pressure cleaning, concrete stains, garages, outside of the property – including outside windows, gardens, pools, BBQ’s and pest control.

Pets
Please be sure to advise our office team if you have any pets so we can allocate a cleaning team who do not have allergies or other problems with animals. If you do have pets, please also ensure they are either taken away from the home during the service, or safely kept in a room/area that does not require cleaning. Some of our cleaning teams are scared of certain animals so this is imperative to avoid service disruption.

Fair Go Policy
Our Fair Go Policy applies to Flat Rate services only. Our Fair Go policy states that on the rare occasions that our estimates are incorrect, we will clean for up to one hour longer than the given estimated time, however, if a property requires more time and work than that, we will get in touch ASAP to discuss possible options. We will always get in touch with you prior to making any changes to your service and confirm any extra charges before proceeding.

Parking
Please note that we require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100mtrs from your property then additional charges may apply.
Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.All steam cleaning services will need parking within 20 mtrs of the building. Please note, a separate steam cleaner may be assigned to your booking in addition to a cleaning team. In these instances, two parking spots may be needed. If this cannot be provided please contact the office directly, otherwise cancellation fees will be incurred.

Cancellations
There is a $50.00 cancellation fee for cancellations made prior to 5pm the day before your appointment. Please note this fee increases to 50% of the job value when done after 5pm or on the same day of the service.

Covid Cancellations
In the event your booking is cancelled due to isolation requirements, the standard cancellation policy applies. This fee is charged to cover the loss of income for the cleaning team. In the event we are able to replace the job on the cleaner’s schedule with another service, your fee will be waived in full.

 

Cleaner Safety – Hot Weather.
To ensure the health and safety of our teams, on days that reach 35 degrees or above, we ask that you please turn on your air conditioners. If this is not possible, or you do not have air conditioning, please contact the office directly. If prior arrangements have not been made and air conditioning is not available when we arrive at your booking, your booking may be cancelled, and a cancellation fee may be charged.

Damage
In the rare instance that damage is caused as a result of our service, please contact our team and provide photos within 48 hours of the date/time of your service. In the event that damage has been caused due to fault/negligence of our team, we will first seek to repair the item. Depending on the value of the repair, up to 3 quotes may be required. When a repair is not possible, a suitable replacement will be sought, and proof of purchase will be required. All quotes and proof of purchase must be provided within 30 days of the complaint being lodged.

Waiting
Your allocated cleaning team will wait for 15 mins free of charge for you to open/provide access. After this, we will need to bill for the waiting time. Please note for large flat rates (over a value of $250) and for jobs where a 2-person team is requested, both cleaners time will be billed.

Billing
You are not charged until after your service has been completed. If you are a new customer or have booked a one off service, we will give you a call the next business day after your service to ensure everything went smoothly. If we are unable to reach you, we will try two more attempts before charging your card provided. If you have a regular service with us, we will bill your card provided the day after the service.

Photos
On some occasions we may ask our cleaning teams to take photos and send them to our office in order to assist us in providing the highest level of support. If you are present, we will always ask you before doing so. If you are absent, we will proceed to take photos however please note – all photos are used strictly for purposes linked to your service and we take your privacy very seriously. If you would prefer for photos not to be taken, please just let us know prior to your service.

Team Size
We work in teams of 1/2/3 cleaners. If you have booked 1 Maid x 2 Hours — we may send 2 Maids x 1 Hour but don’t worry, you still get 2 hours of cleaning, it just takes less time to complete 🙂

Gender Neutral Policy
Cleaning Mates employs people of all gender and stand firm that a person’s gender does not affect their quality of cleaning. We urge customers to avoid making gender requests for their services if motivated by quality of service.

 

General Terms and Conditions

1. Terms
By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trade mark law.

2. Use License
Permission is granted to temporarily download one copy of the materials (information or software) on Cleaning Mates’s web site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:

• modify or copy the materials;
• use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
• attempt to decompile or reverse engineer any software contained on Cleaning Mates’s web site;
• remove any copyright or other proprietary notations from the materials; or
• transfer the materials to another person or “mirror” the materials on any other server.

This license shall automatically terminate if you violate any of these restrictions and may be terminated by Cleaning Mates at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

3. Disclaimer
The materials on Cleaning Mates’s web site are provided “as is”. Cleaning Mates makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Cleaning Mates does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.

4. Limitations
In no event shall Cleaning Mates or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption,) arising out of the use or inability to use the materials on Cleaning Mates’s Internet site, even if Cleaning Mates or a Cleaning Mates authorised representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

5. Revisions and Errata
The materials appearing on Cleaning Mates’s web site could include technical, typographical, or photographic errors. Cleaning Mates does not warrant that any of the materials on its web site are accurate, complete, or current. Cleaning Mates may make changes to the materials contained on its web site at any time without notice. Cleaning Mates does not, however, make any commitment to update the materials.

6. Links
Cleaning Mates has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Cleaning Mates of the site. Use of any such linked web site is at the user’s own risk.

7. Site Terms of Use Modifications
Cleaning Mates may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

8. Unpaid Services
In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.

9. Governing Law
Any claim relating to Cleaning Mates’s web site shall be governed by the laws of the State of Victoria without regard to its conflict of law provisions. General Terms and Conditions applicable to Use of a Web Site.