Terms and Conditions

Thank you so much for choosing Queens That Clean! We're honoured to be part of your home care routine. Below are our Terms of Service, which you agree to upon accepting our quotes and engaging our services. These ensure we maintain a safe, reliable, and high-quality experience for both you and our team.

WORK HOURS

Our regular business hours are Monday to Friday, 9:00 a.m. – 4:00 p.m.
We operate on a set schedule and recommend keeping your clean on the same day and time each visit for consistency and convenience.

PRIVACY

At Queens That Clean, your privacy matters. We are committed to protecting any personal information you provide to us. This includes your name, address, contact details, alarm codes, and any other private information required to deliver your service.

We promise:

Your information will never be sold, shared, or disclosed to third parties without your consent, unless required by law.
Any data collected is used solely for service delivery, scheduling, and communication.
All access information (such as alarm codes or keys) is stored and handled securely, and only accessible to management and the cleaner assigned to your property.

ALARMS & KEYS

You do not need to be home during your clean. If you have an alarm, please ensure we have the code so we can disarm and re-arm it appropriately.

We can accept a copy of your house key; however, we highly recommend a lockbox system to avoid risk. While we take every precaution, we cannot be held liable for theft, loss, or damage related to keys.
Let us know your preferred key arrangement.

RESCHEDULING

Due to our tight schedule, rescheduling is not always possible. If needed, we’re happy to discuss options if availability allows.

We promise to also notify you promptly of any changes from our end.

SICK POLICY

If you or anyone in your household has a contagious illness, please notify us immediately to cancel or reschedule your service.
We take every precaution to protect you, our team, and our clients — and expect the same in return.

SATISFACTION GUARANTEE

We aim to lighten your load and deliver a high standard of service as outlined in your Scope of Work.
If at any time you’re not satisfied, contact us directly (phone/email above) — we’ll do everything we can to make it right. Feedback is welcomed and appreciated!

We do not offer refunds, but will always work with you to resolve any concerns and make it right.

SMOKING POLICY

To maintain a safe and healthy work environment, we ask that no smoking occurs during your service, and ideally for at least one hour prior to our team arriving.

PAYMENT TERMS

Payment is due on the day of service.
We understand bank transfers may take up to 24 hours to process.
Deep Cleans require a 50% non-refundable deposit within 24 hours of booking to secure your spot. Balance is due upon completion.
Late Payments incur a $10 fee per reminder invoice, beginning 7 days after the initial due date.

LATE CANCELLATIONS & LOCKOUTS

Cancelling within 2 hours of your clean will incur a 50% fee of the scheduled service.
If we cannot access your property (lockout), a 50% fee will also apply. Our team is paid regardless of attendance.

PHOTOS

Our team may take before and after photos to verify service quality. These may occasionally be used for marketing purposes (no identifying features will ever be shown).
If you do not consent to the use of photos for marketing, please let us know.

ADDITIONAL CLEANING TASKS

Any additional tasks must be requested via management, not your cleaner. This allows us to assess WHS suitability and determine if the task is within your cleaner’s capacity.

PUBLIC HOLIDAYS

We do not operate on public holidays. If your regular clean falls on one, we’ll reschedule where possible. If it must be skipped, there will be no charge.

BREAKAGES & DAMAGE

Our cleaners are trained to notify management and take photos immediately in the event of any damage or breakage.
If you notice anything, please contact Jessica right away so we can resolve it.
If there are items you’d prefer we do not touch, please let us know in advance.

BEFORE WE ARRIVE

For all service levels (Basic, Premium, Deep Clean), we ask that your home is reasonably tidy (e.g., toys away, dishes done, clothes off the floor) to help us deliver the best result.

PETS

Please discuss pet arrangements when booking. If your pet is indoors and acting aggressively, staff will leave for safety reasons. The full service fee will still apply.

LIABILITY

Queens That Clean holds current Public Liability Insurance. While all reasonable care is taken during our service, we are not liable for pre-existing damage or general wear and tear.

Non-Compete

We enforce that clients do not solicit or hire our staff directly outside of their engagement with Queens That Clean. Our team members are employed and trained under our brand, systems, and values, and we invest in their growth and development.

By accepting our services, you agree:

Not to offer private cleaning work to any current or former staff member of Queens That Clean for a minimum period of 12 months after their employment ends.
Not to engage our cleaners outside of your agreement with us, unless formally arranged and approved in writing through management.

This clause helps protect our business, our team, and the integrity of the service you receive.

We truly appreciate your understanding and support in keeping Queens That Clean a wonderful place to work — and a company you can rely on.

VIOLENCE & ABUSE

We have a zero tolerance policy for abuse or threatening behaviour.
If staff ever feel unsafe, they are instructed to leave immediately.
This policy also applies to staff conduct — please report any inappropriate behaviour to management promptly.

We’re so grateful to work with you and appreciate your support in creating a safe, respectful, and sparkly clean experience!