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...
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Natural and plant based
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Free from bleach and other harsh chemicals
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Safe to use in all septic, grey water and recycled water systems
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Cruelty Free
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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.
When I book a Natural Cleaning Service, how long will it take to get my home up to scratch?
As our standards are so high we do need some extra time at your first service to get your home up to scratch. This means that your first service price will be different to your ongoing service price as our Home Specialists will take care of your home in one service, from top to bottom. Our team will come with a range of tools and are given loads of time to make sure you come home to a completely fresh start! After that we maintain your home with a weekly or fortnightly service to stay on top of everything.
But I've had a cleaner in the past. Do I still need a these extras in my first service?
Yes. We believe our standards are much higher than most and to provide our service at a level we are comfortable with, every new client needs to have a more detailed first service to start with. Your initial service will include the same rooms as you will have done in your regular service, if you would like additional rooms included in your first service, please chat to our friendly management team.
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 from one to the next. Although it does also mean that your service is completed to the same standard every time, regardless of time or who attends.
How do I pay for my service?
All of our ongoing 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. All services are paid for one in advance to not only protect our incomes but to ensure we have staff available to service your home. When we first set up your account you will be charged for your first service using the method you select. Then each time we service your home your account will be debited automatically for the next one.
Even though your first 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.
Will the same person attend my home each time?
Maybe, but not necessarily. To allow flexibility for our clients and our staff we work on a roster system so that we can provide you with the highest possible level of service. When you choose us to service your home you get the benefit of our whole team and all of their strengths, not just one individual. This may mean that the same Home Specialist attends your home each week/fortnight or it may mean that it changes from time to time. What we do guarantee is that each Home Specialist has been hired and trained by our management team. They each use the same approved products, supplies and equipment and are each covered under our insurance. To assist you in feeling more comfortable with us as a whole we also leave a calling card if you are not home. We DO NOT EVER contract our work out to someone outside of our personally selected team.
What happens on public holidays?
Our business does not trade on public holidays, over Easter and we take some time off over Christmas. On these occasions your service will NOT go ahead but you also will NOT be charged. Please contact us if you would like us to move your service to a different day instead for that week and we will do our best to accommodate you.
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.