By booking a service with Clear The Chaos Cleaning, you agree to these Service Terms.

Our pricing is based on the information provided at the time of booking. If the condition, size or scope of the property differs significantly from what was described, we may need to adjust the service time or pricing. We will always discuss this with you before proceeding.

We aim to send the same cleaner (or cleaning team) to your home whenever possible, as we know consistency is important.

However, there may be times when your regular cleaner is unavailable due to illness, annual leave, training or other unforeseen circumstances.

If this happens, we'll do our best to send another fully trained member of our team so your scheduled clean can continue without interruption. If we're unable to provide a replacement, we'll contact you as soon as possible to arrange another suitable appointment.

All members of our team are fully trained, insured and committed to providing the same high standard of service.

Please ensure we can safely access your property at the scheduled appointment time.

This may include:

• Providing a key or lockbox code

• Leaving gates unlocked

• Advising us of alarm codes or access instructions

If we are unable to access your property upon arrival, the scheduled service fee may still apply.

We absolutely love animals.

However, for the safety of both your pets and our team, we ask that any pets who may become anxious, protective or interfere with the cleaning process are safely secured during the service.

Please let us know if there are any special instructions regarding your pets before your appointment.

Your service includes the cleaning tasks agreed upon at the time of booking.

Items not included unless specifically arranged may include:

• Interior windows

• Inside ovens

• Inside refrigerators

• Inside cupboards

• Garage cleaning

• Balconies

• Wall washing

• Ceiling fans

• Blinds and shutters

• Organisation services

Additional work requested on the day may incur additional charges if time permits.

Our pricing assumes your home is in a reasonable condition based on the information provided during booking.

If additional time is required due to excessive build-up, unexpected conditions or significantly more work than anticipated, we will contact you before proceeding with any additional billable time.

We take great pride in our work.

If we've genuinely missed something during your clean, please let us know within 24 hours and we'll happily return to rectify the issue at no additional cost.

This guarantee applies to cleaning oversights only and does not apply where additional time would have been required to achieve the requested outcome.

Payment is due upon receipt of your invoice unless otherwise agreed.

Invoices may be paid via cash or bank transfer.

Outstanding balances may be added to future invoices.

If payment has not been received within seven (7) days of the invoice date, a late payment fee of $10 may be applied.

An additional administration fee of $5 per day may be added until payment is received.

These fees do not apply to approved DVA, NDIS Plan Managed, Home Care Package or insurer-funded clients where payment timeframes are outside the client's control.

We understand that life happens.

Appointments cancelled or rescheduled with more than 48 hours' notice incur no fee.

Appointments cancelled within 48 hours of the scheduled service may incur a cancellation fee equal to 50% of the booked service.

Same-day cancellations or appointments where we cannot gain access to the property may incur the full service fee.

These fees help cover wages and reserved appointment times for our cleaning team.

For the safety of our team:

We do not:

• Climb higher than a standard two-step ladder

• Move heavy furniture or appliances

• Handle hazardous waste

• Clean bodily fluids

• Remove mould requiring specialist remediation

• Undertake pest removal

• Clean areas considered unsafe

Our team reserves the right to refuse any task that presents a health or safety risk.

While every care is taken, accidents can occasionally happen.

If accidental damage occurs, it must be reported to management immediately.

We carry comprehensive Public Liability Insurance and will investigate any genuine claims promptly.

We are not responsible for:

• Existing damage

• General wear and tear

• Loose fixtures or fittings

• Items that are improperly secured

• Damage resulting from pre-existing conditions

Please advise us before your appointment if there are particularly valuable, sentimental or fragile items requiring extra care.

While every precaution is taken, we recommend these items be stored safely prior to your service where possible.

Occasionally our team may take photographs to:

• document accidental damage

• record maintenance concerns

• assist with quality assurance

These photographs are used internally only and will never be used for marketing purposes without your written permission.

In the event of severe weather, natural disasters, staff illness or other circumstances outside our control, we may need to reschedule your appointment.

If this occurs, we'll contact you as soon as possible to arrange an alternative time.

We aim to respond to all enquiries as quickly as possible during business hours.

For appointment changes, please contact us as soon as possible by phone, SMS or email.

To ensure we can provide the quality of service we're known for, Clear The Chaos Cleaning has a minimum booking of 2.5 hours for all residential cleaning services.

If your home requires additional time to complete the agreed scope of work, we'll always discuss this with you before continuing.

Some specialised services, one-off cleans, deep cleans and end of lease cleans may have different minimum booking requirements, which will be discussed during the quoting process.

Our team has the right to refuse or discontinue a service if they believe their safety or wellbeing is at risk.

This includes, but is not limited to:

• Aggressive or abusive behaviour

• Harassment or discrimination

• Unsafe working conditions

• Illegal activity

• Biohazards

• Dangerous animals not adequately restrained

While we always strive to achieve the best possible result, some marks, staining, discolouration, hard water staining, soap scum, grout staining, rust, mould damage and permanent wear cannot be removed through standard cleaning.

Our team will always do their best, but we cannot guarantee restoration where permanent damage or deterioration exists.

These Service Terms may be updated from time to time.

The most current version will always be available on our website.