Terms & Conditions

These Terms and Conditions (“T&C”) apply to all bookings made with Advance Home Care Cleaning Services. By making a booking, you agree to these T&C. If you have any questions or concerns, please contact us before confirming your booking.

Booking Details: Your booking is confirmed once you provide the following details: full name, mobile number, email address, physical address, parking instructions, and access instructions.

Availability: Our availability is subject to change.

Extra Services: Please inform us of any additional services you require before booking. This allows us to prepare adequately and estimate the necessary time for the cleaning.

Estimated Price: We provide an estimated price based on the property’s size and your requirements. However, we cannot guarantee the exact duration of the cleaning. If you have a maximum budget, please inform us, and we will outline any service limitations accordingly.

Cancellation Policy: We require at least 48 hours’ notice to cancel a service. Failure to do so will result in a last-minute cancellation fee of $50. If the cleaner has already traveled to your property and the cleaning is canceled upon arrival, an additional call-out fee of $25 will be charged, totaling $75.

Assigned Cleaner: While we strive for consistency, we cannot guarantee the same cleaner for every appointment. You will receive the name of your assigned cleaner in a text reminder prior to your booking. Typically, we assign 2 cleaner per appointment.

Monthly Cleaning: For monthly services, we cannot guarantee the same cleaning day and time, as scheduling is subject to current availability. We usually contact our monthly clients about a week before the cleaning to offer available slots.

Access to Property: Please ensure someone is present to grant the cleaner access. Alternatively, you may leave a key in a secure location and provide clear instructions. We recommend using a lockbox with a code. Advance Home Care Cleaning Services is not responsible for key losses if the key is left in easily accessible places, such as under a doormat or in a meter box.

Waiting Time: An extra charge will apply if the cleaner waits more than 30 minutes due to the client’s delay in providing access.

Unwanted Items: We do not remove unwanted items, rubbish, or green waste. While we can assist with general tidying, decluttering services are not provided. Additionally, we do not clean pet litter.

Renovation Work: We do not perform renovation work. Some areas may be uncleanable or permanently damaged, which is beyond our control.

Window and Oven Cleaning: We provide service with extra cost.

Refusal to Provide Service: Our cleaners or office team may refuse service if the property or circumstances are deemed unsafe, if certain areas are difficult to access, or if the job requires heavy lifting or specific tools or products not provided by us. For safety reasons, cleaners are required to wear appropriate footwear during service.

Additional Costs: Additional costs may apply if your suburb is located far from the central business district (CBD). If free parking is unavailable, parking fees will be added to your invoice.

Payment: Payment must be made via transfer or direct debit. Payment details will be emailed on the invoice after each cleaning appointment. Payments should be processed by the due date to avoid additional fees. Please include the invoice number in the payment reference. We do not accept cash payments.

Satisfaction Guarantee: If you are not satisfied with our cleaning service, we offer a guarantee that our cleaners will return to complete the cleaning at no extra charge, subject to the following conditions:

• The cleaner was given sufficient time to complete the job, based on our minimum cleaning time per property size.

• You notify us by email within 24 hours of the service completion, providing feedback and relevant pictures.

• The complaints pertain to tasks included in our General Cleaning Services or were agreed upon during booking.

• The complaints relate to cleaning issues, not renovation-related matters.

Service Quality: While we strive for consistently high standards, slight variations in service quality may occur due to factors such as the property’s condition and individual cleaning styles. Please understand that our services are performed by human labor, and some variability is natural.

By booking with Advance Home Care Cleaning Services, you acknowledge and agree to these Terms and Conditions.