TERMS AND CONDITIONS
Do I need to be home for my service?
This is completely up to you. Most people choose not to be home when we attend and this does allow us to move freely without disrupting you, although, it doesn't bother us at all if you are there. It is your home after all! We do ask that each client provides us with a method to enter their home in the case that you are not there. Some people provide us with a key (which is kept securely at our office when not in use) while others provide us with instructions on how to enter. It is completely your choice.
What products will you use in my home?
Every product we bring into your home meets strict company guidelines. Each product must be...
Natural and plant based
Free from bleach and other harsh chemicals
Safe to use in all septic, grey water and recycled water systems
Packaged in recycled and/or recyclable packaging
We also look for products that are Australian made by businesses owned by Australians and love when a product is certified organic or vegan.
Do I need to provide anything?
No. Our Home Specialists bring everything they need with them including all supplies and equipment from cloths and cleaning products to their mop and commercial grade vacuum.
How long will my service take?
We do not charge our cleaning services by the hour but instead charge for them as a whole. We find this keeps your Home Specialist focused on the tasks at hand rather than the clock! This means that the time it takes to complete your service and the time your Home Specialist arrives (depending on how long the service before took to complete) may vary slighty from the estimation you are given.
How do I pay for my service?
All of our services are paid for using a direct debit system with our partnership company Pay Advantage. This is arranged securely via text message or email and we do not at any time see your bank account or credit card details. Even though your service needs to be paid for in full before it is secured, please speak to us about a payment plan if finances are a concern, we're always happy to work with you!
I want to use my NDIS funding to pay for my service, can you accommodate this?
We sure can! Please get in touch with us and we can arrange this with you.
I need an invoice for my service. Can you provide this?
You will receive an emailed copy of your receipt for each payment that you make. If you need an invoice for business purposes please speak to our management team. This may be arranged on a case by case basis but is only for special circumstances.
Can I change or cancel my service?
Of course! Please note the following terms for all cancellations or changes...
Any changes or cancellations for my scheduled services must be made no less than 10 business days (2 calendar weeks) in advance. No refunds for changes or cancellations will be made after that time.
I understand that payments are made one service in advance and once payment is made, there will be no refund for changes or cancellations.
What happens if my scheduled service can not be completed?
We are all human and from time to time our Home Specialists get sick or have an unexpected emergency arise. Our first priority is to replace the person that was rostered to attend your home with another team member. If this is not possible, we guarantee to complete your service within 2 business days.