Terms and Conditions

Please read these terms carefully before using our services.

Last Updated: March 15, 2024

Agreement to Terms

By accessing our website, you agree to be bound by these Terms and Conditions.

Use License

Limited license granted for personal, non-commercial use of our materials.

100% Guarantee

Our commitment to quality with specific terms for different services.

Refunds & Re-Cleans

Clear policies on refunds and our re-cleaning process.

Service Limitations

Specific exclusions and limitations of our services.

Cancellation Policy

Important deadlines and fees for service cancellations.

Refunds & Re-Cleans

Refunds are considered only after a re-clean attempt.
Contact support with photos within 48 hours if unsatisfied. Photos are required for the 100% guarantee.
If issues remain after re-clean, a full or partial refund may be offered.
Re-cleans are generally scheduled on weekdays, except in special cases.

100% Guarantee

Hourly Rates

• Focus on cleaning quality, not just areas covered
• Guarantee applies to work quality, not scope
• Hourly rates discouraged for move-out cleans

Move-Outs

• Issues must be reported within 7 days
• Re-clean scheduled within 7 days if necessary

Steam Cleaning

• Satisfaction guarantee typically doesn't apply
• Cannot remove permanent stains

Service Exclusions

We do not handle the following services:

• Heavy furniture moving
• Floor grout cleaning
• Ceiling cleaning
• Oven glass cleaning
• Rubbish/waste removal
• Stained silicone
• Adhesive removal
• Paint removal
• AC filter cleaning
• Screen removal
• Curtain cleaning
• Pressure washing
• Concrete stain removal
• Garages
• Exterior areas
• Pest control

Property Access

• Keys accepted at customer's risk; insurance doesn't cover key loss
• Lockboxes recommended for regular services
• Limited key handovers for short-term absences
• Key retention unavailable for 3-4 week bookings

Parking & Access

• Parking must be provided
• Parking fees added to bill
• Steam cleaning requires parking within 20 meters
• Cancellation fee applies if parking unavailable

Cancellations

• $50 fee for cancellations before 5 PM the day before
• 50% fee for same-day cancellations
• COVID-19: Standard fees apply for isolation-related cancellations
• Fees may be waived if cleaner can be rebooked

Special Conditions

Hot Weather Policy

Air conditioning required on days 35 degrees or above. Service may be cancelled if not available.

Extreme Cleans

Homes not cleaned within 6 months may require an "Extreme Clean" at $120/hour.

Documentation & Privacy

• Photos taken for support purposes with permission
• Calls may be recorded for quality and training
• Sensitive information protected

Service Delivery

• Teams of 1-3 cleaners
• Gender-neutral policy - all genders employed
• Team size adjusted for optimal service delivery

Questions About Our Terms?

If you have any questions about our Terms and Conditions, please don't hesitate to contact us.

Find us

Message Us

+(61) 401 110 315

Email Now

support@maids24.com

Address

11 Cabin walk , Tarneit , 3029 , Melbourne AUS

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Professional & affordable cleaning services across Melbourne.

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