Home / Terms & Conditions
If you are not satisfied with your service, you must contact our support team within 48 hours of your appointment and provide photographic evidence. Photos are required for your claim to be assessed.
If we are unable to resolve the issue, a partial or full refund may be considered depending on the situation. Re-cleans are generally only available on weekdays due to limited availability, unless exceptional circumstances apply.
Our team prioritises quality over quantity unless instructed otherwise. The satisfaction guarantee applies to the quality of work completed, not the number of areas covered, except in rare cases.
We do not recommend booking hourly services for end-of-lease cleans, as the level of work required is often underestimated. As such, no satisfaction guarantee applies to hourly bookings for move-out services.
For end-of-lease cleans, you have up to 7 days to contact our support team. After review, a re-clean may be offered and completed within 7 days of the original service where required.
We cannot guarantee bond return if power and water are not available during the service or if the home is still furnished.
If a service is underestimated, we will clean up to one additional hour beyond the estimate. If more time is required, we will contact you to discuss options and confirm any additional charges before proceeding.
Our cleaners aim to arrive within our arrival windows; however, traffic or unforeseen delays may occasionally impact arrival. In this case, our team will notify you on the day.
The following tasks are not included in any service:
Moving heavy furniture, grout cleaning, ceiling cleaning, internal oven glass cleaning, rubbish removal, human or animal waste removal, stained silicone removal, adhesive or paint removal, air conditioning filters, flyscreen removal, curtain cleaning, high-pressure cleaning, concrete stain removal, garage cleaning, or any external work (gardens, pools, BBQs, pest control, or exterior window cleaning).
For safety reasons, cleaners cannot move heavy furniture or use ladders higher than two steps. If you require cleaning behind furniture or appliances, please ensure these are moved beforehand.
Customers must maintain a safe environment, including managing pets and hazards. Any injuries occurring due to unsafe conditions may result in the customer being responsible for associated costs.
Any requests to change your appointment date or time must be communicated directly with our office via email or phone.
If keys are provided, they are labelled with minimal identifying information. All keys are provided at the customer’s own risk, as our insurance does not cover loss or misuse. We recommend using a lockbox or secure key location.
Key handovers are limited due to safety and logistical reasons, especially for short-term absences or irregular bookings.
Please inform us of any pets in advance so we can assign a suitable cleaner. Pets must be secured or removed from areas being cleaned.
Customers must provide suitable parking. Any parking costs will be added to your invoice. If parking is more than 100 metres away, additional fees may apply.
If no parking is available after reasonable effort, a cancellation fee will apply. Steam cleaning services require parking within 20 metres and may require two parking spaces.
Cancellations made 48 hours before the service incur a $70 fee. Same-day cancellations incur a fee of 50% of the booking value.
We reserve the right to decline or cancel services due to lack of access, no utilities, unsafe conditions, repeated cancellations, incorrect bookings, or inappropriate behaviour.
Our standard services are suitable for homes cleaned within the past 0–6 months. Heavily soiled homes must be reported in advance. If unsuitable, we may offer an end-of-lease clean or cancel the booking.
Customers must wait 12 months after a cleaner leaves our agency before engaging them directly. Breaching this policy may result in termination of services.
On days exceeding 35°C, air conditioning must be provided. If not, bookings may be cancelled and fees may apply.
Damage must be reported within 2 days with supporting photos. We are not liable for pre-existing damage. If confirmed, we will repair or replace the item where appropriate.
All documentation must be submitted within 30 days. Payment for the service will still be processed while claims are reviewed.
If we cannot access your property, we will wait up to 15 minutes. If access is not provided, the service will be cancelled with a 50% fee.
A $70 travel fee applies outside our service area. Services depend on availability and may be cancelled if a cleaner cannot be arranged.
Balances are processed after service. Ongoing services are charged the same day. All payments are card-based and include a small processing fee.
Photos may be taken for quality assurance. You may opt out by notifying us in advance.
Services are typically completed by 1–2 cleaners. Additional staff may attend if required.
Either party may terminate with 48 hours’ notice. Immediate termination may occur if terms are breached.
We employ cleaners of all genders and do not accept gender-based requests.
Calls may be recorded for training and quality purposes. Sensitive information is handled securely.
We collect necessary personal information to provide services and may share it with cleaners or providers where required.
These terms are governed by the laws of Victoria, Australia.
Homely Services is your trusted partner for Premium household grade cleaning. We deliver eco-friendly solutions.