Calm Cosy Cleaning — Terms & Conditions Of Service
Effective Date: 09/06/2025
Email: contact@calmcosycleaning.com
Thank you for choosing Calm Cosy Cleaning 🧼✨
We provide luxury and high-quality cleaning services. We value transparency, respect, and excellence.
Please review the following Terms & Conditions, which apply to all services provided by us.
📅 Appointments & Access
• Clients must ensure safe, unobstructed access to the property at the scheduled time.
• If no one is home, please provide clear instructions in your booking (e.g., key code, key box, parking).
• We do not hold onto keys — cleaners will either use them during the service and return them to the agreed location, or leave them securely in the key box.
• If entry is not granted within 15 minutes, a lockout fee of 100% of the service price will apply.
📋 Decluttering & Preparation
• We recommend clients declutter prior to cleaning to ensure all areas can be cleaned thoroughly.
• Excessive clutter may result in additional charges or rescheduling.
💳 Upfront Payment Policy
• New clients must pay in full prior to service to secure their booking.
• Regular clients may be eligible for post-clean payment, at our discretion.
• Clients must not pay our staff directly. All payments are to go through Calm Cosy Cleaning.
• Clients are not permitted to offer or arrange work directly with our staff outside of our service.
💵 Pricing, Packages & Payments
We offer luxury service packages, not hourly rates. You pay for the package and the result ✨
• All quotes are based on information provided at booking. If the job is more extensive due to the condition or undeclared tasks, extra charges will apply.
• Late payments may incur a $10 per day fee.
• Due to rising costs, pricing may increase over time. Clients will be notified in advance of any changes.
• If equipment failure (e.g., vacuum breaks) prevents completion, we may apply a partial discount or complete the service during the next clean.
🧽 Scope of Services
• Service inclusions are outlined at the time of booking (e.g., general clean, spring clean, bond clean).
• Add-ons like oven, carpets, or windows must be pre-booked.
• We do not fix damage, treat mold, pests, or biohazards.
• If you’d like us to use your products, let us know when booking or before your next service.
🚽 Septic Tanks & Fragrance Use
Please notify us if your property has a septic system to ensure appropriate product use.
We proudly use lightly fragranced, non-toxic sprays to freshen spaces. If you prefer fragrance-free cleaning, please notify us in advance 🌸
🚗 Travel Fees
• A travel surcharge may apply for locations outside our standard service area or if tolls/extended travel are required.
• You will be notified of any applicable travel fees when booking.
🐾 Pets
• Please contain or relocate pets during cleaning for their safety and ours.
• We do not handle pet waste.
• Aggressive pets will result in immediate service refusal and full fee will still apply.
• We are not liable for pets escaping during service if not securely confined.
📸 Photos & Quality Assurance
• We may take before and after photos for quality control and proof of service. • Photos are private and will never be shared without your permission.
🧍♀️ Staff & Subcontractors
• Services may be performed by Calm Cosy Cleaning employees or subcontractors (e.g., carpet cleaning specialists).
• All staff employed by us follow our strict checklists and quality standards.
• Staff are covered under our satisfaction guarantee.
• If you have a preference for who completes your clean, let us know — while we’ll try to accommodate, it can’t be guaranteed.
🧹 Cleaner’s Belongings
From time to time, our cleaners may accidentally leave behind personal items or cleaning products. If you notice anything left behind after a service, please contact us promptly.
We will arrange to collect or return these items as soon as possible.
🔍 Lost Property
Calm Cosy Cleaning takes great care to respect your belongings during all cleaning services. However, we are not responsible for any items lost, damaged, or misplaced that are not reported to us immediately.
Please secure or remove valuable or fragile items before cleaning. If you find any lost property after a clean, please notify us within 24 hours. We will do our best to assist but cannot guarantee recovery.
⚠️ Damages
While our team handles your property with care, Calm Cosy Cleaning is not liable for pre-existing damage or damage caused by fragile or worn items. Any new damage must be reported within 24 hours.
We will fairly investigate and address any legitimate claims but do not accept liability for damage due to normal wear, misuse, or negligence.
⛔ Zero Tolerance Behaviour Policy
We do not tolerate:
• Rudeness, threats, or aggressive behaviour
• Sexual harassment, bullying, or discrimination
Any such behaviour will result in immediate cancellation of services with no refund.
If a cleaner acts unprofessionally or rudely, we encourage clients to report this to management so we can address it appropriately 💬
🔧 Delays & Unforeseen Circumstances
• If service is delayed due to property access, unsafe conditions, clutter, or unforeseen issues, additional time or fees may be required.
• If we’re unable to complete your clean due to unexpected issues on-site, we will communicate promptly to reschedule or resolve.
🌦️ Weather & Unforeseen Circumstances
• Services may be rescheduled due to extreme weather or other unforeseen events outside our control.
• We will notify you as soon as possible if this happens.
❌ Cancellations & Rescheduling
• Minimum 24 hours’ notice is required to cancel or reschedule.
• Cancellations within 24 hours will incur a 50% fee.
• Same-day cancellations, lockouts or no-shows incur 100% of service fee.
❤️ Satisfaction Guarantee
• If you’re unhappy with a bond clean, contact us within 24 hours and we’ll organise a touch-up.
• Refunds are not offered, but we are happy to return and fix any missed tasks within the agreed scope.
• All issues must be reported within 24 hours of service.
🔒 Privacy & Security
• Your personal details and property access information are kept confidential and secure.
• We follow all applicable Australian privacy laws.
📣 Feedback & Communication
• We welcome your feedback and reviews 🌟
• All communication including changes, complaints or service details must be made by text, email or our booking form.
Email: contact@calmcosycleaning.com
🦠 COVID-19 & Health Safety Protocols
• Calm Cosy Cleaning follows recommended health guidelines to ensure safety during service, including mask use and hygiene practices where necessary.
• Clients must inform us if anyone on the property is unwell or experiencing COVID-19 symptoms before the scheduled clean.
• We reserve the right to reschedule services if there are health risks to staff or clients.
🌪️ Force Majeure
Calm Cosy Cleaning is not liable for delays or inability to perform services due to events beyond our control such as natural disasters, government restrictions, pandemics, or severe weather. In such cases, we will notify clients promptly and reschedule services where possible.
🏡 Client Responsibilities
• Please ensure utilities (water, electricity) are operational during the scheduled clean to allow full service delivery.
• Secure valuables and fragile items before cleaning begins. • Provide clear instructions regarding access, pets, or special requests.
🎁 Referral & Discount Policies
• We may offer referral bonuses or discounts from time to time.
• These offers are subject to terms and conditions and cannot be combined with other promotions unless stated.
• Calm Cosy Cleaning reserves the right to amend or discontinue offers at any time.
📧 Electronic Communication Consent
• By booking with Calm Cosy Cleaning, you consent to receiving electronic communications including booking confirmations, reminders, invoices, and promotional materials.
• You may opt out of marketing emails at any time by following the unsubscribe instructions.
📄 Updates to Terms Terms and Conditions may be updated at any time. Clients will be notified via email and/or website of any changes.
Thank you for trusting Calm Cosy Cleaning to care for your home 🏡✨ By booking with us, you agree to the above Terms & Conditions.