Terms & Conditions | Maitland's Cleaning and Housekeeping

Terms & Conditions

At Maid To You, I value quality work, honesty, and respectful working relationships. These Terms and Conditions are in place to ensure clear expectations, protect everyone’s time, and allow me to provide a reliable, high-quality service to every client.

By outlining how bookings, payments, cancellations, and services are managed, these terms help create a smooth, fair, and professional experience for both you and Maid To You.

Liability and Insurance

Maid To You is fully insured to cover any damages or liabilities that may occur during the provision of services. Every precaution is taken to deliver quality work and handle your property with care. In the unlikely event of an incident, coverage will apply in accordance with the terms of the insurance policy.

Booking Fee, Payments, Cancellations & Missed Appointments

The following policies are in place to ensure fairness, reliability, and consistency for everyone on our schedule.

Late payments, cancellations and missed appointments directly impact our ability to operate efficiently and hold time for clients.

Standard cleans require a $50 booking fee to secure your booking
Deep Cleans/Bond Cleans require a $100 booking fee to secure your booking.
The booking fee is deducted from your total on the day of your clean
The booking fee is payable via credit/debit card at time of booking.
Payment is to be made at the completion of your service via cash, bank transfer/pay ID or credit/debit card (processing fees apply)
A minimum of 24 hours’ notice is required for cancellations or rescheduling standard cleans.
A minimum of 48 hours’ notice is required for cancellations or rescheduling deep or bond cleans.
Cancellations or reschedules for a standard clean within 24 hours will incur a $50 fee, a deep/bond clean will incur a $100 fee, as this time was reserved specifically for you,
Repeated short-notice cancellations or reschedules may result in the release of your ongoing booking
Continued cancellations may result in loss of your regular cleaning spot

Cleaner Cancellations

In the rare event that Maid To You needs to cancel or reschedule a clean with less than 24 hours’ notice, one complimentary hour of cleaning will be added to the next scheduled clean at no charge

Wear, Tear & Realistic Expectations

Maid To You provides high-quality cleaning and housekeeping services. While we take great care and pride in our work, we are cleaners, not restoration specialists. Items that are worn, damaged, stained, etched, or not regularly maintained may not return to a “like-new” condition. Results depend on the condition of surfaces at the time of service, and some wear and deterioration cannot be reversed through cleaning alone.

Clutter & Household

Homes with excess clutter, personal items, or large collections of knick-knacks require additional time to tidy and work around. This may reduce the time available to clean other areas of the home during your scheduled service.

Unless decluttering, organising, or detailed tidying has been specifically requested and quoted, Maid To You will focus on general cleaning around items rather than extensive rearranging or sorting.

If tidying, organising, or managing clutter is a priority for your household, this can be tailored into your service and quote. Please discuss this with us prior to your booking so appropriate time can be allocated and expectations are aligned.

Health, Safety & Working Conditions

Maid To You does not clean at unsafe heights or move extremely heavy furniture. Services will not be carried out if conditions pose a health or safety risk.

Clients must provide running water and electricity, and air conditioning must be available and operational at all times to ensure a safe working environment.

Satisfaction & Refund Policy

Maid To You does not offer refunds on cleaning services.

I stand by the quality of my work and guarantee 100% satisfaction. If you are unhappy with any aspect of your clean, I am happy to return and address the issue.

To be eligible for a return visit:

Any complaints must be made in writing and sent to email address
You must contact Maid To You on the same day as the clean, no later than that evening
The concern must relate to the work completed during that visit

If these conditions are met, I will arrange a return visit at no additional cost to re-clean the affected areas.

This policy ensures any issues are resolved fairly and promptly while maintaining consistency and respect for time and scheduling.

Communication & Feedback

Any concerns or feedback should be communicated as soon as possible, I encourage feedback to ensure we are always operating with high quality.

Biohazard

Maid To You does not clean biohazard materials, including but not limited to human or animal faeces, blood, bodily fluids, mould, or other hazardous substances. Specialist services may be required in these circumstances.

Client Responsibilities

To ensure a smooth and efficient service, clients are responsible for:

Providing access to the property at the scheduled time
Securing or removing any valuable or fragile items prior to cleaning
If pets are on the property, please have them contained to ensure safety of our cleaners.

Photography & Privacy

Photographs may be taken during or after a service for quality assurance or record keeping. With the client’s consent, non-identifiable images may also be used for marketing purposes. No personal belongings, identifying features or addresses will ever be shown. Clients may opt out of photography at any time.