Terms & Conditions

Terms of Service

By accepting the services of Haylow & Co Housekeeping, the customer is bound by the following Terms and Conditions. Please take some time to review this agreement, as the use of our cleaning services constitutes your acceptance of these Terms and Agreement.

 

Communication

Confirmation of cleans, cancellations, changes to your cleans, complaints etc must be done with the owner only. This is to ensure the owner is aware of any issues that arise and can pass on any information where required.

All times booked are an approximate time only and may vary slightly depending on traffic, previous clean or other interruptions.

Please speak to the owner as often as you need to about your cleaning job, to make sure we are doing the highest quality of work possible for you to maintain our high standards. If you would like some tasks adjusted for your next clean, message the owner.

​

Cancellation Policy

If you cancel a clean within 24 hours of the scheduled appointment, you will be charged the full amount of the clean booked.

We kindly ask for at least 48 hours’ notice of cancellation of the most notice you can once you know you cannot keep your booked time. We will try our best to accommodate you with a rescheduled appointment depending on availability.

We understand that unforeseen circumstances can arise, such as sickness and this may require you to cancel your appointment, in these cases we will not charge the cleaning fee, however, please note that we allocate specific time slots to accommodate each cleaning service.

We strive to maintain a fair and flexible approach to cancellations while also considering the impact on our cleaning team. We appreciate your understanding in this matter, and we encourage you to provide us with as much notice as possible if you need to cancel or reschedule a clean. This allows us to better manage our resources and provide excellent service to all our clients.

 

Cleaning Services

The service will be for cleaning duties as agreed between you and Haylow & Co Housekeeping at the time of booking.

The agreed-upon service time commences on the cleaner’s arrival. Our cancellation policy will be applicable if access cannot be granted within 15 minutes of their arrival. Cleaning time starts from arrival at your home, if wait time is needed for you to come unlock that may take time off your clean.

In most cases, all cleaning products and equipment required to service your property are provided by Haylow & Co Housekeeping unless agreed otherwise.

If you require specific products for delicate surfaces, you are required to provide these.

If, at any time prior to or during your service, staff feels there is a safety issue, at their discretion service will terminate with the full amount owing.

 

Bodily Fluids

Due to health and safety and biohazard concerns, under no circumstances will staff clean human, animal or other bodily fluids such as faeces, urine, blood or vomit. This also includes picking up sanitary or personal items off floors/benchtops etc. It will be cleaned around if possible but may need to end the clean early with no refund in some circumstances.

 

Weather

On warm days if your clean is in the morning please leave your air conditioner on for your cleaner and they will turn it off when they leave unless you have specified otherwise. If your cleaner is arriving later in the day they will turn it on while they are there then switch it off.

During winter, please don’t leave a heater on for the cleaner because they do get very warm cleaning.

In case of heavy rain, if your house is not accessible due to water over the road/unsafe please notify the owner as soon as you possibly can.

​

Photography

As part of our social media and also quality control, we may take some videos/photos of the work being done. Rest assured, there will be no confidential documents or photos in these images. Please get in touch with us if you wish to NOT have your home on our socials.

The Client acknowledges that photographs may be taken during cleaning services for quality control purposes. These photos will not contain sensitive or confidential information and are intended to ensure the quality of the service. The Client has the right to opt-out of this practice by notifying the business in advance.

​

Client Responsibility

The Client is responsible for informing our cleaning team of any objects or items that are immovable or in a delicate condition within the cleaning area. This includes but is not limited to furniture, appliances, fixtures, or any other items that may obstruct the cleaning process.

​

Client Direction

If the client specifically requests our cleaning team to attempt to move an object during the cleaning process, we will comply with the client’s direction. However, it is essential to note that we will follow the client’s instructions explicitly, and any damage or consequences resulting from such movement will not be our responsibility.

Please note, if staff feel an object is too heavy for them to move safely or comfortably, they will be unable to move it.

 

No Assumption of Liability

We do not assume and liability for damage of loss incurred while attempting to move stuck items at the client’s request. This includes but is not limited to, scratches, dents, breakages, or any other damage to the objects themselves or the surrounding area.

The home will not be 100% perfect after the first visit to your property. If often takes up to 6 visits to get it up to the “Haylow & Co Housekeeping” standard.

​

Keys

Haylow & Co Housekeeping does not take clients keys and kindly ask for you to provide and alternate method to gain entry.

​

Inability to Access Property

If we cannot access the property at the scheduled cleaning time, we reserve the right to charge a full fee for the scheduled service. You are responsible for ensuring that we can access the property, including leaving a key in a safe place or access codes as necessary. If you need to reschedule your cleaning appointment due to property access issues, please notify us at least 24 hours in advance to avoid a cancellation fee equal to the full service booked.

Leave access unobstructed to those areas of the property requiring the service

Provide Haylow & Co Housekeeping access to all service utilities (including hot and cold water, electricity and rubbish bins) as required to complete the service.

Before the commencement of the service, inform us of any hazards, slippery surfaces, risks or dangers you’re aware of.

​

Pets

Haylow & Co Housekeeping assumes no responsibility for any animals or pets. It is up to the client to ensure all pets are safely secured during our visit. Please ensure that animals who may be a risk are put away from our staff for our safety as well as your pets.

​

Payment terms

The customer agrees to pay via Bank Transfer/Direct Debit by the end of the day of their clean or a $10 per day late payment fee may apply.

A 50% non-refundable deposit is required when booking for a Spring Clean, End of Lease or Move Out Clean. Please note your booking will only be confirmed after the deposit is made and pre-approval is submitted.

In the even of service cancellations and refunds, the Goods & Services Tax (GST) is not included in the refunded amount. The refund will be based on the original service cost before GST was applied.

Tax Invoices are available for all services carried out by Haylow & Co Housekeeping, please let us know if you would like one emailed.

The customer agrees to the quote provided for ongoing weekly and fortnightly bookings. If the service is cancelled within the first month, the Client will be invoiced for the difference at our once-off rates.

The prices quoted for a regular and casual cleaning are for only one cleaner.

​

Price Increases

Clients are given advance notice of any price increases. Haylow & Co Housekeeping reserves the right to raise prices at any time.

​

Changes to Scopes of Work

Any changes to the service originally agreed to between Haylow & Co Housekeeping and you must be advised to the bookings team and the price agreed on before the service commences.

H&CH will not be held liable for any out-of-scope request by the client.

​

Accidents, Breakages, Damage & Theft

For any delicate surfaces such as stone, tiles, baths, floors or appliances – it is up to the client to provide appropriate cleaning products to use. Whilst Haylow & Co Housekeeping uses conventional cleaning products, it is it a delicate surface, some products may cause damage. It is up to the client to notify Haylow & Co of any delicate surfaces and to provide appropriate products.

The Client must inform Haylow & Co Housekeeping of any incident where an accident, breakage or damage to property withing 12 hours of completion of service.

To the extent permitted by law the Client is not entitled to claim and loss for any incident of the incident is not reported to Haylow & Co Housekeeping within 12 hours of completion of service.

All fragile and highly breakable items must be secured or removed. Items excluded for liability are cash, items of sentimental value, art or antiques.

​

End of Lease Cleans

Although we make every attempt to provide the most accurate quote based on the details provided to us, it may be necessary to alter your quote upon inspection if: the state of the property is not as expected, if your original requirements have changed or were incorrectly provided, if there are any variations to the condition or size compared to standard room specifications.

The quote is only an estimate. Once we arrive onsite, please note that we may need more time that what has been approved to complete the job. These jobs are intricately detailed. We recommend cleaning insides of cupboards/wardrobes yourself to reduce the overall cost.

If extra time is NOT approved, Haylow & Co Housekeeping will not be held liable for withholding of bond. We are happy to return on a per-hour basis to fix any real estate agent requests.

A 50% non-refundable deposit is required at the time of booking for End of Lease or Move Out Clean.

Moving can be challenging, and a few pieces of trash may be left behind. We completely understand. However, if we find that your property required a trip to Waste Management, we charge an extra fee for the service.

 

Complaints and feedback

We want you to be happy with your clean. If something isn’t right, please contact us within 24 hours of your service with photos so we can review details. From there, we’ll determine if extra time is needed for your following cleans, a return visit is appropriate free of charge, or a discount should be offered. To help us deliver the best results, it’s important that you communicate your priorities with the owner, so we know which tasks matter most to you. While we always aim for a thorough result, please understand that the outcome depends on the time booked and the condition of your home, so not every task can always be completed in one visit.

Positive feedback is also very appreciated as this helps staff feel valued and know you are happy with the service.

 

Job lists

Any job lists or special requests must be provided directly to the owner prior to your scheduled clean, not left until the day of. This ensures that we understand your expectations, can confirm the tasks required and schedule enough time to complete work to a high standard.

​

Changes to Terms & Conditions

We reserve the right to change these terms and conditions at any time without prior notice. Any such changes will be effective immediately upon emailing our clients.