Terms & Conditions

Your use of this website is governed by the terms and conditions set forth below. By using this website, you agree to comply with and be bound by these terms and conditions. If you do not agree with these terms, you should exit the website now. House Cleaning Melbourne reserves the right to make changes to this website, including these terms and conditions, at any time without notice. You agree to be bound by the current version of these terms.

Cancellations & Reschedules

• Within 48 hours: 50% of the total booking cost will be charged.
• Within 24 hours: 100% of the total booking cost will be charged.
• After 5 PM the day prior: 100% of the booking cost will be charged.
• Access denial (e.g., lock-out): Full booking cost will apply.

These policies ensure fairness to both our cleaners and customers awaiting availability.

Access Denial Charges

If we cannot access your property and the appointment was not cancelled in advance, the full booking cost will be charged to compensate for lost time and expenses.

End of Lease/Vacate Clean Cancellations

• Within 48 hours: 50% charge of the booking fee.
• Within 24 hours or same day: 100% charge of the booking fee.

Unsafe or Inaccessible Conditions

If the property is deemed unsafe or inaccessible, the service may be cancelled and same-day cancellation fees will apply. We will reschedule where possible.

Misrepresented Property Details

If the property differs from what was described:

• Reschedule within 48 hours: 50% of the booking fee applies.
• Same-day cancellation: 100% of the booking fee applies.

Payments

All payments are due before or immediately after service. Late payments may incur:

• $25 late fee after 15 days
• $5 daily late charge beyond 15 days
• Debt collection fees if escalated

Arrival Times

We may arrive within 30 minutes of your scheduled time.

House Cleaning Melbourne Guarantee

If any areas were missed, a free re-clean is offered within 24 hours if you were not present at the initial clean. This does not apply to hourly-limited services.

Negative Reviews

Please allow us 7 days to resolve any complaints before posting public reviews.

Cleaner Referrals

Hiring our cleaners independently will incur a referral fee of $5,000.

Heavy Furniture

Cleaners do not move heavy items. Please move appliances or furniture in advance if needed.

Access Requirements

• Provide contactable details and access to the property
• Utilities (water/electricity) must be available
• Remove personal belongings and rubbish before cleaning

Claims

• No refunds after service completion
• Re-cleans valid only within 72 hours for bond cleans
• Damage claims must be reported within 24 hours with photos
• Bond Guarantee only applies to services booked (e.g., carpet cleaning not included unless booked)

Complaints

Send all complaints to bookings@housecleaningmelbourne.net.au within 24 hours of the service.

• Include name, contact, service date, issue description, and desired resolution
• Failure to follow complaint procedure may result in dismissal

NOTE: Your use of our services constitutes your agreement to these terms. Terms are subject to change without notice. Updates will be posted at www.housecleaningmelbourne.net.au.