CLIENT TERMS & CONDITIONS
Booking, Services & Your Home
1. ABOUT NEAT & TIDY CO.
Neat & Tidy Co. is a solo independent cleaning business providing domestic cleaning services.
I personally complete your clean unless we have discussed otherwise with you beforehand.
I aim to provide a reliable, detailed and practical service while being realistic about what can reasonably be achieved within the time booked.
2. BOOKINGS
When you enquire, we'll discuss your home, cleaning needs, available time and the type of service that best suits you.
A booking is confirmed once we have agreed on:
• the date and time
• the service required
• the approximate cleaning time or quoted project price
• any applicable travel fee
• relevant access or special instructions.
Submitting an enquiry through the website does not automatically confirm a booking.
3. REGULAR MAINTENANCE CLEANS
Regular cleans are designed to look after your home throughout the year.
Rather than treating every visit as a fixed list of tasks, I work through your home according to its needs and the time available.
This means your home can receive more detailed attention over time, rather than trying to complete every possible task during every visit.
To help get the most value from your booked cleaning time, I recommend:
• putting personal items away where possible
• picking items up from floors
• putting dishes away
• clearing benches and surfaces where practical.
This allows more of your booked time to be spent cleaning rather than moving household items.
4. DEEP CLEANS & FRIDAY PROJECT CLEANS
Friday Project Cleans are intended for larger or more detailed jobs, including:
• custom deep cleans
• spring cleans
• once-off cleans
• larger home cleans
• move-in and move-out cleaning.
Friday Project Cleans start at $400 for a minimum 4-hour booking.
If additional time is needed, we can discuss extending the booking based on the work remaining and the level of cleaning required.
Some larger projects may require more than one business day to complete.
Where a project would benefit from two cleaners, Neat & Tidy Co. may work alongside another independent cleaning business. Any additional pricing will be discussed and agreed before that arrangement is confirmed.
5. MOVE-IN & MOVE-OUT CLEANS
Move-in and move-out cleaning is available.
Please note: Neat & Tidy Co. does not offer bond cleans.
Move-related cleaning is quoted according to the size, condition and requirements of the property.
6. CLEANING TIME & RESULTS
Every home is different.
The amount that can be completed depends on factors including:
• the size and condition of the home
• the level of dirt, dust and buildup
• clutter or items needing to be moved
• accessibility
• the time booked
• the condition and age of surfaces
• previous maintenance
• the type of cleaning required.
I will always work to achieve the best reasonable result within the agreed service and available time.
Some stains, buildup, marks, discolouration or deterioration may be permanent or may require specialist treatment.
I will not use an unsafe or unnecessarily harsh method simply to try to achieve a particular appearance.
7. CLEANING PRODUCTS & EQUIPMENT
Neat & Tidy Co. supplies its own professional cleaning equipment and products unless otherwise agreed.
Products are selected according to the surface and cleaning task.
Some cleaning products are commercial or stronger-use products and will only be used where appropriate.
If you have allergies, sensitivities, pets, children, delicate surfaces or specific product preferences, please let me know before the clean so we can discuss suitable options.
I will not knowingly mix incompatible chemicals.
8. FRAGILE, VALUABLE & DELICATE ITEMS
Please let me know about anything that requires special care before cleaning.
This includes:
• antiques
• delicate ornaments
• artwork
• valuable items
• fragile fixtures
• specialty surfaces
• electronics.
Where an item is particularly fragile or valuable, I may ask you to clean, move or secure it yourself rather than risk damage.
9. PRE-EXISTING DAMAGE
Please advise me of any known damage, loose fixtures, deteriorated surfaces, previous damage or other concerns before cleaning.
Cleaning may reveal existing damage or deterioration that was not immediately visible.
Neat & Tidy Co. will take reasonable care when providing the service.
If you believe damage has occurred during a clean, please contact me as soon as reasonably possible so we can discuss what happened and, where appropriate, inspect the issue.
Nothing in these terms excludes your rights under the Australian Consumer Law.
Safety, Payments & Working Together
10. PETS
Please let me know about pets before your clean.
For the safety of your pets and the cleaner, pets may need to be secured during cleaning, particularly when doors are open or cleaning equipment and products are being used.
11. PROPERTY ACCESS
You are responsible for making sure I can safely access the property at the agreed booking time.
Please provide any relevant:
• keys
• access codes
• gate information
• alarm instructions
• parking instructions
• other access details.
If I cannot access the property when I arrive, the booking may be affected and we will discuss the best way to proceed.
12. HAZARDOUS OR UNSAFE CONDITIONS
Please let me know about any known hazards before the clean.
This may include:
• hazardous chemicals
• needles or sharps
• unsafe electrical equipment
• aggressive or unsecured animals
• unstable structures
• significant mould or contamination
• other conditions that may create an unreasonable risk.
Neat & Tidy Co. may decline or modify a task where it cannot reasonably be completed safely.
This is not about judging your home. Sometimes a situation simply requires specialist equipment, treatment or another professional service.
13. CANCELLATIONS & RESCHEDULING
I understand that life happens and plans sometimes change.
Please provide as much notice as possible if you need to cancel or reschedule.
Where a client repeatedly cancels at short notice, does not attend an agreed booking, or regularly makes a booking unavailable without reasonable notice, Neat & Tidy Co. may discuss changing the arrangement or future booking availability.
Any cancellation or non-attendance fee will only be charged where it has been clearly communicated and agreed in advance and is reasonably related to the loss or costs incurred.
14. PRICING & TRAVEL FEES
Your price will be discussed or quoted before the service is confirmed.
Travel fees may apply depending on the location of the property.
Travel fees contribute towards the additional travel time, fuel and vehicle costs involved in servicing homes outside the immediate local area.
If additional work or time is requested during a clean, I will discuss this with you before proceeding where an additional charge would apply.
15. PAYMENT
Payment is due according to the payment terms shown on your invoice.
Invoices are issued through HNRY where applicable.
If an invoice remains unpaid, I may contact you to arrange payment and discuss any future bookings.
Nothing in these terms removes any rights either party has under applicable law.
16. IF SOMETHING ISN'T RIGHT
I want you to be happy with the service.
If you believe something has been missed or there is a problem with the service, please contact me as soon as reasonably possible.
I'll listen to your concerns and, where appropriate, discuss a reasonable solution.
Depending on the circumstances, a solution may include returning to address an issue, providing a partial or full refund, or another appropriate remedy.
Your consumer guarantee rights under Australian Consumer Law continue to apply.
17. PHOTOS & MARKETING
I may take before-and-after photographs of cleaning work for my own records.
I will not use photographs of your home for advertising, social media or my website without your permission.
If you are happy for photographs to be used for marketing, this will be requested separately.
18. REGULAR CLEANING ARRANGEMENTS
Regular cleaning arrangements are ongoing arrangements rather than a fixed-term commitment unless otherwise agreed.
Either you or Neat & Tidy Co. can choose to end or change a regular cleaning arrangement.
Where practical, reasonable notice will be given.
19. CHANGES TO SERVICES OR PRICING
Cleaning needs can change over time.
If your cleaning requirements, home, access arrangements or service expectations change significantly, we may need to review the agreed service, time or price before continuing.
Any significant change will be discussed with you beforehand.
20. AUSTRALIAN CONSUMER LAW
Nothing in these terms is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law or other applicable Queensland or Australian legislation.
Where a consumer guarantee applies, Neat & Tidy Co. will comply with its legal obligations.
21. QUESTIONS
If you're unsure about anything in these terms, please ask before confirming your booking.
Neat & Tidy Co.
Cleaning with care, one home at a time.