Terms & Conditions.

Agreeing to engage in a service with Fresh Start Cleaning Services you accept our full terms and conditions as outlined below.

Bookings & Cancellations

Booking with Fresh Start Cleaning Services confirms your spot, whether for a one-off clean, weekly, or fortnightly service. If you need to cancel, please notify us as soon as possible so we can offer your slot to someone else. Cancellations made within 24 hours of the scheduled clean will incur a fee of $80.00 to cover lost income. We understand emergencies happen, but we appreciate timely notification. If we arrive at the scheduled clean and you are not home, and no key or access has been left, we will wait for 20 minutes past the booking time. If access is not provided within this period, a full cancellation fee of $80.00 will apply, and you will be invoiced accordingly. For End of Lease/End of Build and Airbnb cleans, a $100 cancellation fee applies under the same conditions.

Pricing

Our services are priced according to the package you choose. Each package includes a specific checklist of tasks. Please refer to our website to review available packages and their inclusions. The house will be cleaned as per the selected package, and charges will be based on that package’s flat fee. Any additional cleaning requests or extras will require rescheduling and will incur extra charges. Ongoing cleans can be arranged as regular deep cleans or general maintenance, depending on your needs.

Payment

For first-time clients, payment is required on the day of service before the cleaner leaves. An invoice will be provided prior to the clean to facilitate payment. All invoices are sent via email, so please ensure your email address is correct when booking. Regular clients have 24 hours to make payment, though we request payment by the end of the day, especially if the clean is on a Friday, to avoid processing delays or follow-ups over the weekend. We send reminder messages, and prompt payment is expected. Failure to pay may result in the termination of your cleaning services.

We also accept cash payments, which will receive a 10% discount. Cash should be given to the cleaner before they leave, and please provide the exact amount, as our staff do not carry change for safety reasons.

Inclusions List

An inclusions list is provided during the quoting/enquiry process, outlining what is included in the clean and price. Only tasks listed in this document are covered; additional tasks can be discussed as separate services.

Treatment of Staff

We treat all clients with respect and expect the same in return. Rudeness, threatening, physical, verbal, or aggressive behavior will not be tolerated. If such behavior occurs, your clean will be canceled immediately, future bookings will be terminated, and payment for the day’s clean will be required. Such incidents may also be reported to authorities if necessary.

Photographs/Social Media

To showcase our work and protect against false damage claims, we may take before and after photos/videos of certain areas. We respect your privacy and will not display personal information. If you do not wish for photos/videos to be posted on social media, please inform us before the first clean.

Cleaning Products and Equipment

We provide all necessary equipment and cleaning products to ensure high-quality results and for insurance purposes. All equipment is sanitized and clean before use.

Complaints

We value feedback and strive for high standards. If you believe the clean does not meet expectations, please notify us within 48 hours. Complaints made after this period will not be eligible for a refund or a revisit. Minor issues, like a stray hair or dust, are part of the human aspect of cleaning. Refunds are only provided for substantial evidence of poor service.

Pets

While we love pets, please ensure they are secured during our visit to allow us to perform the job effectively. Fresh Start Cleaning Services is not responsible for cleaning pet urine, feces, or vomit.

Damages

We will replace or deduct the cost of any item broken due to our mishandling. However, we are not responsible for items that are carelessly placed in risky areas or require moving for cleaning. Photo proof of any damage must be provided within 24 hours of service for us to review responsibility.