terms and conditions

Helping Hands Co ("The Cleaner") agrees to provide cleaning services as per the details confirmed at the time of booking.

• Included Services may include (but are not limited to): general cleaning (vacuuming, mopping, dusting), bathroom and kitchen cleaning, laundry, folding, and light organisational tasks.
• Excluded Services: cleaning of hoarding/unsafe areas, removal of biohazards, deep stain or mould removal (unless previously discussed), lifting heavy items, or cleaning beyond safe reach.
• All bookings are subject to final quote and/or inspection.
   

• The Client must provide safe and timely access to the property (via key, code, or in-person).
• Any pets must be secured for the safety of both the cleaner and the animal.
• The Client must notify the cleaner of any known hazards or unsafe conditions prior to the scheduled clean.
• Cleaners will not climb higher than a two-step ladder (construction cleans exempt) or handle unsafe materials.
   

• Any additional duties requested on the day that fall outside the agreed scope will be subject to additional charges, added to the final invoice.
• Deep cleaning, including inside appliances, detailed grout/surface scrubbing, or extensive organising may attract higher fees, which will be quoted before proceeding.
   

• A minimum of 48 hours’ notice is required to cancel or reschedule a booking without penalty.
• Cancellations made within 24 hours of the scheduled service will incur the full booking fee (exceptions apply for extenuating circumstances).
• If the cleaner is unable to access the property upon arrival (a lockout), the full booking fee will also apply.
   

• Invoices must be paid within 48 hours of the service being completed.
• A $10 late fee will be applied to any invoices unpaid after 7 days.
• Accepted payment methods: Bank Transfer, Credit Card, or Cash (if arranged prior).
   

• Helping Hands Co is fully insured. We are not liable for:
  • Normal wear and tear
  • Pre-existing damage
  • Issues caused by faulty fixtures, fittings, or poor installation
• Any damages must be reported within 24 hours of service for review.
   

If you're not happy with any part of the service, please notify us within 24 hours. We’ll return and re-clean the area at no extra cost where reasonable and appropriate.

All client information, access codes, and property details are treated as strictly confidential and are stored securely.

Helping Hands Co maintains a zero-tolerance policy for any mistreatment of our team members.
This includes but is not limited to:

• Verbal abuse, rudeness, or intimidation
• Disrespectful behaviour
• Unsafe or hostile environments
   

Any breach of this policy will result in immediate cancellation of the booking, with no refund. We reserve the right to refuse or discontinue service where our staff's wellbeing is at risk.

By proceeding with a booking, you acknowledge that you have read, understood, and agree to the terms above.