Service Policies
Clear expectations help us care for your home well. Here is what to expect from your agreed service plan, how to prepare for a visit, and what to do if something needs attention.
Your service plan · Preparing for your visit · Your home and belongings · If something needs attention
Your service plan
Subscription coverage
Your plan sets out the rooms, tasks, cleaning frequencies and costs agreed for your home. Comprehensive Upkeep combines regular cleaning with rotating deeper tasks.
We maintain the full scope of your deep clean through regular cleaning and rotating deeper tasks.
Priorities and extra work
Please tell us what matters most to you. We can direct attention within your agreed plan without quietly dropping other promised work. Tasks outside that plan need to be discussed and priced separately so we can allow enough time.
Daily Help covers separately booked everyday chores for housecleaning subscribers. Please see the Daily Help page and current menu for its services and prices.
Agreed-result pricing
You pay for the agreed result, not the hours. We plan the work at a measured pace and absorb the additional labour needed to deliver the agreed plan, without adding an overtime charge. Extra tasks outside that plan are discussed and priced separately.
Tipping
Tipping is neither required nor expected.
Preparing for your visit
Access, preparation and linens
- Please make sure we can access your home and the areas included in your plan, with running water and electricity available. Tell us about access instructions, parking arrangements and any rooms that will be in use.
- We move a few small items as part of ordinary dusting and vacuuming, but substantial tidying is a separate service. If an area is congested, we clean the accessible portions and work around it. Daily Help can be booked for tidying or pre-clean preparation.
- When linen changes are included, please have clean replacements available and let us know where to find them.
Being home during the visit
Yes. Please give the team enough space to work. We avoid rooms that are actively in use and vacuuming beside someone on a call. An area that remains occupied or inaccessible may not be completed during the visit.
Children and pets
- We cannot provide service with unsupervised children present. Please keep children and pets away from active cleaning areas, wet cleaning products, equipment and supplies.
- Tell us about your pets, sensitivities and any doors or windows that must stay closed so we can agree suitable arrangements before the visit.
Your home and belongings
Special instructions and private belongings
- During your walkthrough, please tell us about allergies, delicate or irreplaceable items, off-limits areas and anything you do not want us to touch. We record these instructions for the team to follow at each visit.
- Sensitive personal belongings are left untouched. Religious or ceremonial arrangements are left undisturbed unless you have given specific instructions. If we are unsure how to handle something safely, we leave it and ask.
Cleaning limitations
Cleaning cannot reverse scratches, etching, worn finishes or permanent discolouration. A deteriorated surface may also limit what can safely be cleaned. We will explain those limits rather than keep treating a surface in a way that could damage it.
A safe, respectful working environment
We ask everyone to treat our team respectfully. Abuse, harassment and discrimination are not tolerated, and staff may leave if they feel unsafe.
If something needs attention
Incomplete cleaning and our service guarantee
Please report incomplete cleaning within 24 hours of your service. If unusual circumstances, such as being away, prevent this, please let us know so we can discuss it.
For incomplete cleaning, we will bring the agreed work up to standard within 24 hours of receiving your report or provide a full service refund.
Damage and missing belongings
Please report damage within 24 hours of your service, or contact us to discuss unusual circumstances that prevented an earlier report. Tell us promptly if something is missing so we can look into whether it was seen or moved.
Damage concerns are assessed separately from the incomplete-cleaning guarantee. If we notice damage or suspect we may have caused it, we will let you know promptly.
Need to discuss your plan or a concern?
Please contact us so we can help.