Terms and Conditions

Cancellation Policy

We have a 24-hour cancellation policy, meaning any cancellations or changes made within 24 hours of your booking may incur a fee of up to 50% of the service cost. We don’t charge until after the service is completed. Bookings made through the website are requests and require our team to confirm availability.

Cancellation Fees

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

100% Satisfaction Guarantee

If you’re not satisfied, please contact us within 48 hours with photos. 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. Re-cleans are typically scheduled on weekdays unless exceptional circumstances apply. This guarantee prioritises quality over quantity for hourly rate services and does not apply to hourly services for move-out cleaning. End-of-lease customers have up to 7 days after the service to request a re-clean.

Service Exclusions

The following services are not included in any booking: furniture moving, grout cleaning, ceiling cleaning, oven glass panel cleaning, rubbish removal, waste removal, silicone stain cleaning, adhesive/paint removal, AC filter removal, fly screen cleaning, curtain cleaning, pressure washing, concrete stain removal, and garage, outdoor, garden, pool, BBQ or pest control services.

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. We assume no liability for key loss or misuse. For weekly or fortnightly bookings, we recommend a lockbox for our regular cleaners. Keys are not retained for three-to-four-weekly services.

Steam Cleaning

Carpets must be vacuumed before steam cleaning. For apartments above the second floor, lift access must be provided, or the service may be cancelled with fees applied.

Pets

Please inform our office if you have pets so we can allocate a suitable cleaning team. Animals should remain away from the areas being cleaned.

Fair Go Policy

Our Fair Go Policy applies to Flat Rate services only. Our teams may extend the service by up to one additional hour if needed; customer approval is required for any further time.

Parking

Customers must provide parking for our cleaning teams. If parking is more than 100 metres from the property, additional charges may apply. Steam cleaning services require parking within 20 metres of the property; if no parking is found within 20 minutes, a cancellation fee applies.

Home Condition & Deep Cleaning

Maids & More services are designed for a space that has been thoroughly cleaned within the last six months. Longer intervals since the last professional clean may require a deep clean with extra hours, and homes in unsuitable condition may incur a cancellation fee.

Damage Policy

Any damage must be reported within 2 business days for general services, or 5 business days for end-of-lease services, along with photos. Maids & More is not liable for pre-existing damage or for damage to valuables such as artwork, antiques, jewellery or electronics, unless photographic evidence shows the company was responsible. Claims must be lodged within 30 days.

Waiting for Access

We will wait for up to 15 minutes for access to the property. If no access is provided, a 50% cancellation fee will apply.

Payment Processing Fees

Payments made via credit or debit card or online payment methods may be subject to payment processing fees, ranging between 1.6% and 2.5% of the transaction value.

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.

Photography

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.

Contact Information

Business hours are 9:00 AM–5:00 PM, Monday to Friday, by phone on 0433 438 209. Outside these hours, please reach out by email or SMS to contact@maidsandmore.com.au.