Terms & Conditions
Welcome to Maid Squad. We appreciate your trust in our professional cleaning services and are committed to providing you with an exceptional experience. To ensure transparency and a smooth service, we kindly ask you to review our Terms & Conditions before booking.
By accessing our website and using our services, you agree to be bound by these terms.
If you have any questions, please contact our support team for clarification.
1. Contacting Us
We strive to be available and responsive to all inquiries. You can reach us through the following channels:
📅 Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
📞 Phone Support: [Your Contact Number]
📧 Email: [Your Email]
For inquiries outside business hours, please send us an email or SMS at [Your SMS-Only Number]. We will respond at our earliest convenience.
2. COVID-19 Safety Protocol
At Maid Squad, we prioritize the health and safety of our clients and staff. We strictly adhere to government COVID-19 regulations and maintain a COVID-Safe Plan, including:
Protective Measures: Our cleaners wear masks, gloves, and shoe covers if requested by customers.
Hygiene Practices: Frequent hand sanitization and proper handling of cleaning supplies.
Social Distancing: Maintaining a safe distance while on-site.
Health Monitoring: Cleaners will not attend appointments if they experience any flu-like symptoms.
If you or anyone in your household has COVID-19 symptoms, please notify us immediately to reschedule your booking.
3. Our 100% Satisfaction Guarantee
We take pride in our high standards of service and stand behind our work with a 100% Satisfaction Guarantee. If you’re not completely satisfied, we will redo the job for free or offer a partial/full refund under the following conditions:
a) General Service Guarantee
You must report dissatisfaction within 48 hours of your service.
Photos must be provided to support your claim.
A re-clean must be accepted before a refund is considered.
b) Hourly Cleaning Services
Our cleaners prioritize quality over quantity unless instructed otherwise.
We do not guarantee that all areas will be completed in a given timeframe unless pre-arranged.
Hourly services are NOT recommended for move-out cleans due to the high level of detail required.
c) Move-Out & End-of-Lease Cleaning
Clients have up to 7 days to report any concerns.
A re-clean will be scheduled within 7 days of the original service.
d) Steam Cleaning Guarantee
Steam cleaning is NOT covered under our guarantee, except in extreme cases.
While we strive for the best results, some stains and marks are permanent and cannot be removed through steam cleaning.
4. Property Access & Key Handling
If you provide us with a key, it will only be labeled with a first name and last initial for security purposes.
We do not take responsibility for lost or stolen keys. We recommend using a key lockbox or providing alternative access.
We can only retain keys for weekly or fortnightly clients. For less frequent services, a lockbox is required.
If our cleaners cannot access your property within 15 minutes, the booking will be canceled, and a 50% cancellation fee will apply.
5. Steam Cleaning Requirements
Carpets must be vacuumed before steam cleaning. If vacuuming is required, it must be booked as part of your service.
For apartments higher than the second floor, a lift must be available. If there is no lift, we may need to cancel the service and charge a fee.
6. Pets Policy
Please inform us in advance if you have pets, so we can assign a suitable cleaner.
Pets should be secured in a separate room or outside the home during the cleaning.
Some team members may have allergies or fears of certain animals, so proper arrangements are necessary.
7. Parking Requirements
Clients must provide parking for our cleaning teams.
If no free parking is available, any incurred parking fees will be added to your invoice.
If parking is more than 100m from your property, additional charges may apply.
If parking cannot be secured within 20 minutes, the service will be canceled, and a cancellation fee will apply.
8. Cancellation & Rescheduling Policy
Cancellations before 5 PM the day prior incur a $50 fee.
Same-day cancellations incur a 50% charge of the job value.
If cancellation is due to COVID-19 isolation, fees still apply unless we can fill the time slot.
9. Home Condition & Extreme Cleans
Our services are designed for homes cleaned within the last 6 months.
If the property requires extra cleaning, an Extreme Clean service may be required at $120 per hour.
If the booked service does not match the property’s condition, a cancellation fee may apply.
10. Cleaner Safety in Hot Weather
On days above 35°C, clients must turn on air conditioning for the safety of our team.
If no air conditioning is available, prior arrangements must be made.
If no arrangements are made and conditions are unsafe, the booking may be canceled with a fee.
11. Damage & Liability
Any damage must be reported within 48 hours, with photo evidence.
If the damage is caused by our cleaners, we will:
Attempt repair first (up to 3 quotes may be required).
Replace the item if repair is not feasible.
Claims must be submitted within 30 days.
12. Billing & Payments
You are not charged until after the service is completed.
If you book a one-time service, we will attempt to contact you before processing payment.
Regular clients are billed the next business day.
13. Photo Policy
Our team may take photos for quality control and training purposes.
If you are present, we will request permission before taking photos.
If absent, photos are strictly for internal use.
14. Additional Policies
Fair Go Policy
Applies only to Flat Rate Services (not hourly).
If extra cleaning is required beyond the estimated time, we will work an additional hour at no charge.
If more time is needed, we will contact you before proceeding.
Gender Neutral Policy
We employ all genders and do not assign cleaners based on gender preferences.
Phone Call Recording
All calls may be recorded for quality and training purposes.