Professional Cleaning,
Tailored to Your Space

Terms of Service

Thank you so much for choosing Queens That Clean. We’re honoured to be part of your home care routine.

By accepting our quotes and engaging our services, you agree to the Terms of Service outlined below.

These terms help ensure a safe, reliable, and high‑quality experience for both our clients and our team.

Work Hours

Our regular business hours are Monday to Friday, 9:00 am – 4:00 pm.

We operate on a set schedule and recommend keeping your clean on the same day and time for each visit

to ensure consistency and convenience.

Privacy

At Queens That Clean, your privacy matters. We are committed to protecting any personal information you

provide, including your name, address, contact details, alarm codes, and any other information required to

deliver your service.

We promise: - Your information will never be sold, shared, or disclosed to third parties without your

consent, unless required by law. - Any data collected is used solely for service delivery, scheduling, and

communication. - All access information (including keys and alarm codes) is stored securely and accessible

only to management and the cleaning queen assigned to your property.

Alarms & Keys

You do not need to be home during your clean. If your property has an alarm, please ensure we have the

correct code so it can be disarmed and re-armed appropriately.

For safety and security reasons, we do not allow unsecured keys to be left out. Access must be provided

via a lockbox, key handover, or another secure method approved by management.

While all reasonable care is taken, Queens That Clean cannot be held liable for theft, loss, or damage

relating to keys. Please advise your preferred secure access arrangement prior to your service.

Rescheduling

Due to our structured scheduling, rescheduling is not always possible. While we will always do our best to

accommodate changes where availability allows, if rescheduling cannot be accommodated you may be

subject to charges at the discretion of Queens That Clean.

Please contact us as soon as possible to cancel or make changes: - Call or Text: 0411 490 330 - Email:

[email protected]

We will also notify you promptly of any changes from our end.

Sick Policy

If you or anyone in your household has a contagious illness, please notify us immediately so the service can

be cancelled or rescheduled.

We take every precaution to protect our clients and our cleaning queens and ask the same consideration in

return.

Satisfaction Guarantee

Our goal is to lighten your load and deliver a high standard of service in line with your agreed Scope of

Work.

Our satisfaction guarantee is limited to 24 to 48 hours following completion of your service. During this

timeframe, if there are any significant issues, we ask that you contact the office directly so we can assess

and determine appropriate rectification at the discretion of Queens That Clean.

We encourage open and constructive feedback, as clear communication is what allows us to maintain

strong working relationships and consistently high standards on both sides.

Please note that all feedback and service concerns must be communicated directly with the office, not

with the team members carrying out the service. This ensures issues can be properly reviewed,

documented, and addressed, and allows us to provide guidance and support to our cleaning queens where

needed.

Smoking Policy

To maintain a safe and healthy work environment, we ask that no smoking, vaping, or use of recreational

drugs occurs during your service, and ideally for at least one hour prior to our team’s arrival.

This policy is in place to protect the health and safety of our cleaning queens and ensure a comfortable

working environment.

Payment Terms

• All invoices are due on or before the date of service.

• Charges may apply for late payment reminder notices.

• Bank transfers may take up to 24 hours to process.

Deposit Requirements - New clients, end of lease cleans, deep cleans, spring cleans, and builder’s

cleans are subject to a 50% non-refundable deposit to secure the booking. - Deposits must be paid within

the timeframe advised at booking. The remaining balance is due on the morning of the booked service,

payable on arrival.

Cancellations, Rescheduling & Billing

• Ceasing services requires a minimum of 28 business days’ notice. Failure to provide the required

notice may result in charges being applied.

• Cancellations due to illness or unexpected events made within 48 hours of the scheduled service

will incur a 50% fee of the booked service amount.

• Cancellations made within 24 hours of the scheduled service will incur 100% of the booked service

fee.

• If we are unable to access your property (lockout), the full service fee will apply, as our cleaning

queens are paid regardless of attendance.

Photos

Photos may be taken before and after services for reporting, quality control measures, insurance purposes,

and client protection.

These images help us verify service completion, address any concerns fairly, and protect both our clients

and our team. No identifying personal features will be shared publicly.

If you do not consent to photos being used for marketing purposes, please notify us in writing.

Additional Cleaning Tasks

Any additional tasks must be requested, approved, and agreed to a minimum of 48 hours prior to the

scheduled service. This allows us to assess scope, WHS suitability, and ensure appropriate time and

resources are allocated.

Additional tasks requested without prior approval may not be accommodated on the day and will be

charged accordingly if approved.

Public Holidays

Any regular recurring services that fall on a public holiday will be adjusted to land on an alternative day

ahead of time.

If you wish for your service to proceed on a public holiday, this must be advised in advance. Public holiday

services are subject to availability and will be quoted separately at a public holiday rate.

Breakages & Damage

Our cleaning queens are trained to notify management immediately and provide photos in the event of any

damage or breakage.

Handling of items, including what will or will not be moved during cleaning, is discussed during the initial

walk-through. If there are items you do not wish to be moved or touched, this must be clearly noted and

included in your service notes prior to commencement.

If you notice any damage, please contact [email protected] as soon as possible so we can

review and resolve the matter promptly.

Before We Arrive

For all service levels (Basic, Premium, and Deep Clean), we ask that your home is reasonably tidy prior to

our arrival. This includes items such as toys put away, dishes done, and clothing off the floor to allow us to

deliver the best possible result.

Pets

Please discuss pet arrangements at the time of booking. If a pet is indoors and behaving aggressively, our

team will leave immediately for safety reasons, and the full service fee will apply.

Liability

Queens That Clean holds current Public Liability Insurance. While all reasonable care is taken, we are not

responsible for pre‑existing damage or general wear and tear.

Non‑Compete

To protect our business, team, and service standards, clients agree not to solicit or hire our staff directly

outside of their engagement with Queens That Clean.

By accepting our services, you agree: - Not to offer private cleaning work to any current or former Queens

That Clean team member for a minimum of 12 months following the end of their employment. - Not to

engage our cleaning queens outside of your agreement with us unless formally arranged and approved in

writing by management.

This clause helps protect our team, our business, and the integrity of the service you receive.

Violence & Abuse

Queens That Clean has a zero‑tolerance policy for abusive or threatening behaviour. If at any time our team

feels unsafe, they are instructed to leave immediately.

This policy applies to both client and staff conduct. Any inappropriate behaviour should be reported to

management promptly.

We truly appreciate your support and look forward to continuing to provide a safe, respectful, and

beautifully clean experience.

Queens That Clean 👑🧹