If you are unsatisfied with your service, you must contact our support team and provide photos within 48 hours of your service’s date and time. Photos are required to implement the 100% guarantee. If we are unable to meet your expectations, a full or partial refund may be considered depending on the circumstances. Due to limited availability, re-cleans are only available on weekdays except in exceptional cases.

Hourly Rate Services
Our teams prioritize quality over quantity unless otherwise requested by the customer. Our satisfaction guarantee applies solely to the quality of work performed, not the number of areas covered, except in exceptional circumstances.

We strongly advise against booking Hourly Rate services for move-out cleaning, as cleaning requirements are often underestimated. Please note that our satisfaction guarantee does not apply to Hourly Rate services booked for move-out cleaning.

End-of-Lease Services
For move-out services, customers have up to 7 days to contact our support team. If necessary, we will arrange a re-clean to be completed within 7 days of the original service.

Exclusions
The following services are not included in any booking and will not be performed by Maids & More:

• Moving heavy/large furniture
• Grout cleaning of floors
• Cleaning ceilings
• Cleaning between oven glass panels
• Rubbish removal
• Removal of human or animal waste
• Cleaning stained silicone
• Removing adhesives, paint, or air conditioning filters
• Removing or cleaning fly wire screens
• Cleaning curtains
• High-pressure cleaning
• Removing concrete stains
• Cleaning garages, outdoor areas (including windows), gardens, pools, BBQs, or pest control

Keys & Property Access
Customers may provide keys to our cleaning teams, which will be labelled with only a first name and last initial for security. However, providing keys is done at the customer’s own risk, as our insurance does not cover key loss or misuse. Maid to Clean is not liable for any key-related issues.

For weekly or fortnightly bookings, we recommend using a key lockbox or leaving a key in a secure location. If a regular cleaner is unavailable for less than six weeks, we cannot arrange key handovers due to logistical and safety reasons. For absences longer than six weeks, a key handover can be arranged.

For three- or four-weekly bookings, as no regular cleaner is assigned, we do not retain keys. Customers should leave a key in a secure location or use a lockbox. Off-site key collection is not available.

Steam Cleaning
Carpets must be vacuumed before steam cleaning. If steam cleaning is booked alongside a checklist service, our team will vacuum before the steam cleaner arrives. If steam cleaning is booked with an hourly service, vacuuming must be included in the cleaning priorities. If carpets are not vacuumed before the steam cleaner arrives, additional charges may apply.

For apartments above the second floor, lift access must be provided. If no lift access is available, the service may be cancelled, and a cancellation fee may be applied.

Pets
Please inform our office if you have pets so we can allocate a suitable cleaning team. Pets should be kept away from cleaning areas to avoid service disruption.

Fair Go Policy
Our Fair Go Policy applies to Flat Rate services only. If cleaning requires more time than estimated, we will extend the service by up to one additional hour. If further time is needed, we will contact you to discuss options. No changes will be made without prior customer approval.

Parking
Customers must provide parking for our cleaning teams. If parking is unavailable, customers must inform us of public parking options. Any incurred parking costs will be added to the service fee.

If parking is more than 100 meters from the property, additional charges may apply. If no parking is found within 20 minutes, a cancellation fee will be charged. Steam cleaning services require parking within 20 meters of the building, and bookings with separate cleaning and steam cleaning teams may require two parking spots.

Cancellations

• A $50.00 cancellation fee applies for cancellations made before 5:00 PM on the day before the appointment.
• A cancellation fee of 50% of the job value applies for cancellations after 5:00 PM or on the same day.

Condition of Home & Deep Clean
Maids & More services are designed for cleaning the space that has been thoroughly cleaned within the last six months. If it has been longer, an “Deep Clean” may be required 2 or more extra hours. If the booked service is unsuitable for the home’s condition, a cancellation fee may apply.

Cleaner Safety – Hot Weather
For temperatures of 35°C and above, customers must provide air conditioning. If air conditioning is unavailable and prior arrangements have not been made, the booking may be cancelled, and a cancellation fee may be charged.

Damage Policy
If damage occurs during a service, customers must report it with photos within:

• 2 business days for general services
• 5 business days for end-of-lease services

Maids & More is not liable for pre-existing damage or damage to valuables, including artwork, antiques, documents, cash, designer items, jewellery, and electronics, unless photographic evidence confirms our responsibility.

For repairs, we may book a specialist directly. If a repair is not possible, a replacement will be sought, requiring proof of purchase. All claims must be lodged within 30 days.

Service payments will still be processed while a damage claim is under review.

Waiting for Access
If our team cannot access the property, we will attempt to contact you via SMS and phone. We will wait for up to 15 minutes. If no access is provided, a 50% cancellation fee will apply.

Billing
Customers are charged after service completion. For new or one-off bookings, we will attempt to contact you before processing payment. Regular service customers will be billed the next business day after service completion.

Photos
Our teams may take photos for quality assurance. If you are present, we will ask for permission. If absent, we will proceed with discretion. Photos are used solely for service-related purposes, and we respect your privacy. If you do not want photos taken, please notify us before your service.

Team Size
We typically assign teams of 1-2 cleaners. If necessary, a support cleaner or Quality Agent may assist. If you book a single cleaner for two hours, we may send two cleaners for one hour, ensuring the same total cleaning time. For weekly or fortnightly services, we assign a regular cleaner, but replacements may be made if needed.

Gender-Neutral Policy
Maids & More employs individuals of all genders and upholds a commitment to equal opportunity. Gender does not affect service quality, and we do not accommodate gender-based cleaner requests for quality-related reasons.

Thank you for choosing Maids & More. We are committed to providing high-quality cleaning services while ensuring clarity, fairness, and professionalism in our policies. If you have any questions, please contact our support team.