Before service begins, we co-design your custom cleaning plan and pricing during an in-person estimate. Your cleaning plan sets out what is included and how often each task is done. We tailor the itemized plan to your priorities. You pay for the agreed result, rather than an hourly cutoff.

Every home starts with either a one-time deep clean or a progressive deep clean to establish the baseline for your ongoing cleaning plan. This applies even to beautifully kept homes or those previously cleaned by another professional service, because tasks and priorities differ.

Most customers choose a progressive deep clean: deeper work is spread across regularly priced visits, with no change to regular billing. At your in-person estimate, we determine how many initial deep-clean visits are needed before normal ongoing service begins.

A one-time deep clean is quoted at your in-person estimate. It is never priced below twice the cost of a regular visit and typically costs 2.5–4 times or more, depending on home condition. If you would like to complete a progressive deep clean sooner, a one-time deep clean can be discussed, subject to availability.

Early visits focus on agreed priority areas while we complete the deeper work and maintain areas already deep cleaned. Once the progressive deep clean is complete, each visit includes the full routine cleaning in your plan.

We can tailor the pace of your reset to suit your priorities. We’ll work out the details together during your walkthrough.

We maintain the full scope of your deep clean through regular cleaning and rotating deeper tasks.

Within your agreed clean, you’re welcome to point out what matters most that day, and we’ll focus our attention there. That focus does not change the overall scope.

If you need extra tasks beyond the agreed plan, these can be arranged in advance as a separately priced service or handled using pre-booked flex time during your scheduled visits.

Cleaning-team flex time is $60 per hour for regular clients, distinct from Daily Help provider Flex Help at $40 per hour. You can reserve even one hour of cleaning-team flex time across a four-week period, and we track the remaining balance. Since the outcomes are not predefined, specific results are not guaranteed. This cleaning-team arrangement is available only during scheduled housekeeping visits, not as a separate visit.

Unused time does not carry over. Before the four-week period ends, the team uses any remaining time for additional care within the service scope, such as an extra deeper task or documentation.

If something urgent comes up, speak with the team. If the schedule allows, we’ll explain any additional charge upfront. Skipping an area can allow more buildup before its next clean and may lead to a higher catch-up cost. We’ll discuss that with you before additional charges apply.

If your ongoing cleaning plan no longer matches your priorities, you can request a review at any time. A supervisor will meet with you to rework the plan, confirm that it fits the route and daily schedule, and discuss any necessary adjustments.

While light straightening is included, tasks such as dishes, general picking up, and organizing aren’t part of your housecleaning plan. Our cleaning visits focus on larger routine cleaning jobs and rotating deeper tasks.

Help with dishes and everyday tidying can be booked separately through Daily Help.

Pre-Clean Preparation clears access for cleaning by moving small floor items onto higher surfaces. It is not full tidying, and those items are not returned afterward.

Most cupboard and drawer interiors are not included in the regular subscription by default. Your home-specific plan sets out any included exceptions.

We usually recommend Daily Help for cupboard and drawer interiors because it is typically less expensive and you can book it when you need it. If it is a heavier cleaning job, gets dirty frequently, or you would like your Senior Housekeeper to take responsibility for it on a fixed rotation, we can include it in your subscription. Our housekeeping team also brings a more comprehensive set of cleaning supplies and tools.

Yes. We offer move-in and move-out cleaning exclusively to our housekeeping subscribers. These services are requested and priced separately from your regular housekeeping plan.

Your regular housekeeper may have limited availability for these additional cleans. We may be able to arrange another team to provide the service in consultation with your senior housekeeper, subject to availability.

Please contact us to discuss your move and arrange a quote.

Yes. We offer post-renovation cleaning exclusively to our housekeeping subscribers. This service is requested separately from your regular housekeeping plan.

Your regular housekeeper may have limited availability for this additional work. We may be able to arrange another team to provide the service in consultation with your senior housekeeper, subject to availability.

Please contact us to discuss the work and arrange an estimate.

No. We specialise exclusively in residential cleaning and household support.

Commercial cleaning is a related but distinct specialty, with different systems, equipment and insurance considerations. We’ve chosen to focus our tools, training and processes on caring for homes, devoting our efforts to the needs of households and the people who live in them.

Your subscription is based on the agreed cleaning plan, including rotating deeper tasks. The mix of tasks may vary between visits, while your regular price stays consistent.

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.

Incorporating regular chores into your family’s routine is always a great idea and helps maintain results between visits.

However, it doesn’t usually translate into significantly shorter cleanings because our team still needs to carefully attend to all the agreed-upon areas, even when things look tidy.

So we don’t offer automatic discounts in advance based on expected time savings.

If over several visits we see that your routine consistently reduces the workload, we’re happy to talk about adjusting your visit frequency as a way to lower overall costs.

Subscriptions are usually billed on the first of the month. Subscribers receiving biweekly or more frequent housekeeping may choose two equal installments on the 1st and 15th.

Monthly-frequency housekeeping is billed in one payment at the beginning of the month. The installments divide the monthly amount equally, rather than charging for whichever visits fall in each half of the month.

We bill through Stripe, a secure payment platform, and we accept e-transfer.

Tipping is neither required nor expected.

We can shift a few small items as we dust and vacuum, but full tidying is not included. If an area is congested, we’ll clean what we can reach and work around it. Clearing floors and surfaces helps us deliver the full agreed clean. If you would like help tidying beforehand, we offer a Daily Help option.

Keep areas accessible. Please clear clutter and obstacles that prevent access to floors and surfaces. We’ll move a few small items as we clean, but substantial tidying isn’t included.

Give us room to work. We work considerately around your household, avoiding rooms actively in use or vacuuming beside someone on a call. If an area remains occupied or inaccessible, we may be unable to complete it during your scheduled visit.

We cannot provide service with unsupervised children present.

Have clean linens available. If linen changing is included in your service, fresh linens must be accessible and the team must know where to find them.

Optional helpful tip: Grouping small countertop items in baskets makes it easier to move them together and thoroughly clean underneath.

A skipped visit can leave additional cleaning for the next visit, so an adjustment may reflect the work carried forward. This is separate from cancellation penalties.

Policies

This chart shows price adjustments when your chosen frequency is lower than recommended. It is not a refund formula; any skipped-visit adjustment must be confirmed.

Column headings show your chosen frequency. On a small screen, swipe across the table to see all columns.

A reserved recurring place cannot be held indefinitely or extended without limit. We can discuss fewer visits or using the reserved time for deeper cleaning projects while you’re away.

We refund prepaid services in your current billing period that have not been completed, plus paid-for rotating deeper tasks that were due in a previous service period but were not completed.

Your appointment space becomes available to another client when you cancel. If you return, the same housekeeper and appointment time cannot be guaranteed.

Our company is maid-run. Management has personally tested, troubleshot and refined our procedures to make the work clear, straightforward and manageable. The people setting expectations understand the work firsthand.

When you join, we reserve a place on your senior housekeeper’s route. They are your dedicated lead and the primary person responsible for your ongoing home care, working alongside a trained assistant housekeeper under their supervision on regular routes.

If illness, vacation, or a scheduling change prevents your senior housekeeper from attending, we’ll work with your preferences. With your agreement, another team member can lead that visit. Your senior housekeeper remains responsible for your service and coordinates with anyone filling in.

Alternative arrangements depend on availability and will be agreed with you.

On our regular routes, senior housekeepers work with an assistant. If you prefer solo service, please ask about availability.

Our rotating checklist system is tailored to your home and the cleaning plan we agree on during your in-person estimate.

Your preferences and important instructions, including allergies, areas or objects not to touch, and special requests, have a dedicated section highlighted in red on every checklist. Every housekeeper working in your home is required to review and follow these instructions.

We treat being invited into your home as a privilege. We enter areas and handle belongings only within the permissions explicitly agreed in your service plan.

During routine cleaning, cupboards may be opened as needed. Drawers are opened only enough to wipe the top ledge of their fronts.

Our staff are trained to recognise sensitive belongings, including legal documents, health-related items and intimate belongings. These are automatically treated as private and must be left untouched.

Religious belongings are handled according to your instructions. Objects such as icons, crucifixes and statues can be dusted and cared for as agreed in your service plan. Altars, shrines and other devotional or ceremonial arrangements are left undisturbed unless you have given specific instructions. If staff are unsure whether an item may be handled, they leave it untouched and ask.

We discuss your boundaries when building your service plan. Any rooms, storage areas or items you identify as off-limits are marked in red on every work-order checklist. Staff are required to follow those instructions on every visit.

Please let us know if the personal fit is not right. You may ask to change senior housekeepers. We do not accommodate discriminatory requests, including requests based on race.

Our housekeepers receive training and follow strict guidelines on which products and methods are appropriate for different surfaces, with specific procedures for unusual or unfamiliar materials.

When we cannot establish a safe cleaning method, we choose caution. We leave the surface or item untouched, flag the concern, and communicate with you before proceeding.

We follow manufacturer cleaning instructions for appliances and fixtures in kitchens and bathrooms, helping protect their finishes and avoid cleaning methods that could affect warranty coverage.

Every task is assessed individually. Some areas need a standard deep clean; others require restoration.

The shower pictured is an example of shower restoration costing approximately $150. More extensive or intricate restoration projects may cost more. Your scope and price are confirmed during the walkthrough.

Shower interior

Before

After

Glass door

Before

After

Cleaning removes soil and buildup, but it cannot reverse damage such as scratches, etching, worn finishes, or permanent discolouration. A thoroughly cleaned surface may still show these signs of wear.

The material and its condition also determine what we can safely remove. More aggressive cleaning can cause further damage, so we may recommend repair, refinishing, or replacement when cleaning alone cannot achieve the appearance you want.

We’ll note in your cleaning report any damage we notice that limits the cleaning result or what we can safely clean, so you understand what remains and why.

Removing dirt or buildup can reveal pre-existing damage that was hidden. If that happens, we’ll flag it and explain the tools and methods we used. If there is a possibility that our process caused the damage, we’ll tell you directly.

Cleaning involves handling belongings, moving items, and using cleaning products and tools, so there is always some possibility of accidental damage. We take that seriously and put specific precautions in place to reduce the risk.

Our extended training and onboarding process emphasizes precision, careful handling, and appropriate methods for different materials. Follow-up training and supervision help reinforce those habits.

Careful work also needs the right conditions. We give our cleaners the time, tools, and support to do their work thoughtfully, including asking for guidance when something is unfamiliar. We also plan for proper breaks and time to eat so they can stay focused and work carefully. We want the person caring for your home to feel supported and able to pay attention.

During your walkthrough, we’ll discuss anything particularly delicate, complicated to clean, or irreplaceable. Together, we can identify items that are best left untouched. Anything you ask us not to touch is prominently flagged in your home’s instructions, and our cleaners are required to respect those boundaries on every visit.

If we notice damage or suspect we may have caused it, we’ll let you know promptly. Our straightforward reporting process brings concerns to a supervisor quickly so they can be assessed and addressed.

We’re fully insured. If we cause damage, we’ll work with you to put it right through appropriate repair or replacement in accordance with our damage and replacement policy.

Our careful training, rotating checklists, and regular quality checks help us deliver consistent service. But human error can happen, and we want raising a concern to be easy.

Contact the office directly. We’ll respond as soon as possible.

Please report incomplete cleaning or damage within 24 hours of your service. If unusual circumstances, such as being away on vacation, prevent this, please let us know so we can discuss it.

For incomplete cleaning, we’ll bring the work up to the agreed standard within 24 hours of receiving your report or provide a full service refund. Damage concerns are handled separately under our repair and replacement policy.

We are fully insured and take responsibility for damage that occurs within the scope of our service.