The following Terms of Service apply if you book a cleaning services with Maid 2 Go Cleaning. A digital platform identified as Maid 2 Go Cleaning enables customers to schedule cleaning and other services. Please email us or give us a call if you have any questions about these terms; we’ll be happy to go over them in more detail.
LABOUR HOUR
A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore a team of 2 professionals completing 1 hours of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures please call the office prior to your scheduled cleaning.
We have a 2 labour hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.
RATE CHANGES
All prices are based on time averages and the number of bedrooms and bathrooms in your home. Most of our cleaning is done much earlier than the allotted time. To offer a comprehensive cleaning service, though, some homes need extra care.
In order to provide our services to our customers to their standards or expectations, Maid 2 Go Cleaning reserves the right to reevaluate our rates at any time. In the event that the cleaning time differs significantly from our maximum time assumption, we will get in touch with the client to discuss potential price or service revisions.
HAPPINESS GUARANTEE
Our dedication to you is reflected in the Happiness Guarantee. We will work with you to resolve any issues you may have with the cleaning service you received.
Here’s the procedure:
- Call us within 24 hours of your cleaning and describe your concerns and/or problems in detail.
- Prior to a revisit or refund, photos of the problematic areas is needed.
- There is a 7 days grace period for move-in and move-out cleanings.
- The clean will be rescheduled without additional charge on the next 1-3 days. Our team will visit your house again and take care of the problem areas. Please be aware that in order to qualify for a service credit or refund, re-cleans must be finished within 7 business days of the previous service.
- If you are still unhappy with the clean after the re-cleaning, let us know. We will review the situation again, and if we are unable to resolve the issue, we will fairly give you a credit or a refund.
ARRIVAL TIME WINDOWS
Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm. If our team happens to be running late to your appointment, don’t worry we will notify you as soon as possible.
BREAKAGES AND LOSS POLICY
Our cleaning professionals always take extra time and care whilst servicing your homes. If there is a breakage or loss during your cleaning, notification of such an event must be made to Maid 2 Go Cleaning within 48 hours of service, by email or phone, provide us with a photo and estimate of the damages. Once Maid 2 Go Cleaning receives the notification, we will try our best to repair or replace the broken, damaged or lost item.
Maid 2 Go Cleaning reserves the right to contract suitable professionals to repair damages, and will make payment arrangements directly with its contractors to settle any damage repair.
Maid 2 Go Cleaning is not responsible for breakage due to normal wear and tear, deterioration cause by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.
BIO-HAZARDS
Blood-borne pathogens and biological hazards include both human and animal urine and faeces, medical syringes, mucus, vomit, and blood. Organic material that endangers people is a biohazard. For this reason, in addition to following our cleaning checklist, we ask our cleaners to steer clear of any potential biological hazards and blood-borne pathogens. We do our best to clean around them while alerting you to their presence. We reserve the right to end the service in any situation where the cleaner feels unsafe.
HOARDING CONDITIONS
Our cleaning teams have the right to decline the job or reevaluate the fees if the state of your property is deemed to require more cleaning than what is typically provided by our cleaning packages. This is done in order to meet the needs of the client. Due to an incorrect job description, you will be charged a $50 booking fee if cleaning teams choose to decline your request. The purpose of this fee is to pay for the costs incur due to wasted fuel and travel time.
PARKING ACCESSIBILITY
This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door so your cleaning is uninterrupted. At any time where cleaners have no choice but to use paid parking we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.
LATE CANCELLATIONS/RESCHEDULING
Any cancellations or reschedules for cleaning services must be made at least 24 hours before the scheduled date for cleaning services. A cancellation fee of $70 may be applied to the customer to cover the cost of the service disruption if the cleaning is scheduled less than 24 hours before the service is to be provided. Please be aware that cancellations affect the cleaners’ daily potential earnings and cause schedule disruptions.
Repeated cancellations or other violations will disrupt our service and could result in the complete cancellation of your service at any time.
ACCESSIBILITY
Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $70 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.
PETS
We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that an pet could be a potential threat. Please keep in mind that pets may behave differently is a family member is not around. A $70 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.
ENTRY & LOCK OUTS
If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $70 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.
KEYS
Maid 2 Go Cleaning is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.
PAYMENTS
Visa, Mastercard, and Amex are all accepted. Your card will have 2 days hold placed on it before your cleaning service. However, you won’t be billed until the evening after your service is finished. Any reservation that does not successfully complete a security hold on your funds will be cancelled, at our discretion.
SAFETY
Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas(more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.
INDEPENDENT CLEANING PROFESSIONALS
Independent contract cleaners can access work through the digital platform Maid 2 Go Cleaning whenever and wherever they want. All cleaning professionals who register with our platform have undergone a rigorous screening process and are required to maintain a high level of workmanship in order to remain on our platform.
PUBLIC HOLIDAYS
Our offices are closed during NSW Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.
Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day and Boxing Day.
WEATHER
We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.
UNPREDICTABLE EVENTS
In the event of any unforeseen circumstances, we reserve the right to postpone or cancel any services. Car crashes, traffic jams, and medical and family emergencies are a few examples of such occurrences. These uncontrollable occurrences may cause us to postpone or cancel your service. We are not liable for any outcome in this event.
RIGHT TO REFUSE SERVICE
We reserve the right to reject or terminate service at any time. Several causes could be:
- Cleaners feeling unsafe, threatened, or uneasy for any reason.
- Cleaners unable to complete request within maximum time frame set.
- The property is not in the condition the client described.
- The requested job is not what the client has described.24
