Terms and Conditions

Quotes and bookings

Your quote is fixed and based on the photos you send us, or on an in-person inspection if you’d rather not send photos. It covers what’s listed for your service on our Services page and agreed in your quote. Extra tasks can be added, and we’ll agree and quote them first.

If your home is much dirtier or more cluttered than the photos or inspection showed, we’ll tell you before we start and give you a revised price that reflects the extra work. If you accept, we’ll go ahead. If you’d rather not and we find out before our team heads out, there’s no charge. If our team has already arrived, we charge 50% of the agreed price for the time we’ve held.

Payment

Pay after your clean, on the day, by cash, bank transfer or card. If you’re paying cash, hand it to the team and they’ll confirm they’ve received it.

If we haven’t received payment after 3 days, we’ll check in with you. We may pause future bookings until it’s sorted.

Cancelling or rescheduling

A bit of notice helps us look after our team and our other clients. Cancel or reschedule with at least 24 hours’ notice and there’s no charge. With less than 24 hours’ notice, we charge 50% of the clean, because we’ve held your time and can’t fill it.

If our team arrives and can’t work (we can’t get in, no one’s home, or it isn’t safe to clean), we charge 100%.

Life happens. If you have an emergency, or you’re sick or in hospital, tell us and we’ll waive the fee.

If we need to reschedule (bad weather, or someone in our team is unwell), we’ll tell you as soon as we can and you won’t be charged.

No lock-in. A regular clean isn’t a contract. You can pause or stop any time with 24 hours’ notice.

Access and keys

You can be home to let us in, use a lockbox, leave a key in a hidden spot, or leave keys with us. Keys we hold are kept safe and returned on request. If you use a lockbox or hidden key, please make sure it works and is secure. We’ll wait 15 minutes for access. After that, the rules in section 3 apply.

If your home has an alarm, tell us how to handle it when you book.

Pets

Tell us about your pets when you book. We love animals and we’re happy to clean around them. If a pet could slip out or be unsettled around visitors, please keep it in a room we don’t need, or outside.

If a pet makes it unsafe for us to work, we’ll let you know. If it can’t be sorted, we may have to cancel, and the 100% fee in section 3 applies.

We’re careful with doors and gates and will always do our best to keep your pets safe. Please help by keeping them secure while we’re there.

Getting your home ready

• Put away valuables and fragile or sentimental items.
• Tell us about delicate surfaces, like natural stone or timber.
• Make sure water and power are on.

What’s included

Your quote covers the tasks listed for your service on our Services page. If you’d like add-ons, tell us before we prepare your quote and we’ll include them. If you want to add something later, just ask and we’ll update your quote before the clean.

Some stains and mould can’t be fully removed. We’ll do our best and let you know if we can’t. We don’t handle pest, biohazard or animal-waste clean-up. We may decline any task we can’t do safely.

Our quality promise

We want you to be happy with every clean. If we’ve missed something, tell us as soon as you can. Within 24 hours is best, so we can see what you’re seeing. A photo helps. We’ll come back and make it right, free. If that isn’t possible, or you’d rather not have us back, we’ll refund you for the part we missed.

Moving out? It’s stressful enough. If your agent or landlord finds something we missed from our checklist, let us know, ideally within 48 hours of the inspection, and we’ll come back and fix it, free. Your bond is up to your agent or landlord, so we can’t promise the result, but we’ll make sure our part is done properly.

Damage or loss

If something’s damaged or missing after a clean, let us know within 48 hours with photos and a short description. We’ll look into it fairly and put it right, through our insurer where appropriate. We can’t cover damage that was already there, normal wear and tear, or things we weren’t told about.

Insurance and liability

We’re fully insured. If we cause loss or damage by not taking reasonable care, we’re responsible for it. We can’t cover knock-on costs, like missed work or lost income.

Respect and safety

We treat you and your home with respect, and we ask the same for our team. If our team feels unsafe or is treated disrespectfully, we may stop or cancel the clean. You’ll pay for the work we’ve done up to that point.

Privacy and photos

We use the details you give us to quote, book and clean your home, and take payment. We don’t sell your details or share them for marketing.

We may take before and after photos of our work, for quality checks and our records. They’re private. With your permission, we may share some on social media, and we’ll never include names, addresses or anything else that identifies you or your home. Tell us any time if you’d rather we didn’t take or use photos.

You can ask to see, correct or delete your details any time by emailing info@gracefulcantercleaning.com.au.

If something goes wrong

Please talk to us first. Email info@gracefulcantercleaning.com.au or call 0416 261 016 and we’ll do our best to sort it out.

Changes to these terms

We may update these terms from time to time. The latest version is always on this page, and we’ll let our regular clients know about any big changes.