Policies
Draft — for owner review, not yet in effect. This policy is a working draft prepared for review before publication. The proposed $20 deposit, 48-hour notice period and deposit-retention terms are proposals only and are not currently applied to any booking. This draft must be checked for compliance with the Australian Consumer Law, Western Australian requirements and the rules on unfair contract terms before adoption — it has not been legally reviewed.
Bookings are made through our online booking system (Timely) or by contacting us directly. A booking is only confirmed once you receive a confirmation from Timely or from us directly. Please check the date, time, service and address in your confirmation and let us know straight away if anything needs correcting.
Please make sure the details you provide are accurate — including the property size (bedrooms and bathrooms), access instructions and any priorities. Prices are based on the information supplied; if the property differs significantly from what was booked, the service or price may need to be adjusted on the day, which we'll always discuss with you first.
We are considering a $20 AUD deposit per booking to protect appointment times. This deposit is a proposal only: it is not currently charged, and it will not apply until it has been finalised, is supported by our booking system, and is clearly shown to you before you pay. Any deposit, once active, would be credited towards the cost of your clean.
We ask for at least 48 hours' notice to cancel or reschedule a booking (proposed — subject to final confirmation). You can cancel or reschedule by contacting us by phone or email, or through your Timely confirmation. The more notice you can give, the easier it is for us to offer the time to another household.
If a deposit is introduced, cancellations made with less than 48 hours' notice may result in the deposit being retained, as late cancellations are difficult to refill. This would never apply where it would be unfair or where your consumer rights say otherwise — see 'Exceptional circumstances' below.
If we arrive at the agreed time and can't access the property (for example, no one is home and no access instructions were provided), the visit may be treated as a late cancellation. If a deposit applies, it may be retained in this situation (proposed). Please make sure access details are shared securely before your appointment.
Need to add a room, an add-on such as oven cleaning, or change the focus of your clean? Just let us know before your appointment and we'll confirm any change in price or duration before going ahead.
You don't need to be home during your clean. Access instructions (keys, codes, concierge notes) can be shared securely when you book and are handled with care. Please ensure the property is safe to work in and let us know about pets, alarms or anything unusual.
Life happens — illness, emergencies and events outside your control. In genuinely exceptional circumstances we'll always be reasonable about cancellations and deposits. Nothing in this policy limits your rights under the Australian Consumer Law.
For anything about an existing or upcoming booking, call 0408 164 149 or email thecleanco.clc@gmail.com and we'll be glad to help.
