Terms & Conditions

These Terms and Conditions (“Terms”) apply to your use of our website and any booking you make for cleaning, mowing, gardening or related services with Maid 2 Clean Sydney (“Maid 2 Clean”, “we”, “us”, “our”), whether made online, by phone, or in person. By browsing our website or booking a service with us, you (“you”, “the customer”) agree to these Terms.

Maid 2 Clean Sydney is operated by BGE Australia Pty Ltd, ABN 42 090 018 483. Nothing in these Terms limits or excludes any right, guarantee or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded, restricted or modified by agreement.

“Booking” a request for Services made with us via our website, phone, or in person.

“Services” the cleaning, carpet/upholstery cleaning, mowing, gardening or related services we agree to provide as part of a Booking, including Cleaning Services and Garden Services.

“Cleaning Services” cleaning services forming part of the Services, including general house cleaning, end of lease cleaning, and carpet/upholstery cleaning.

“Garden Services” lawn mowing, edging, hedge and shrub trimming, garden bed maintenance and related gardening services forming part of the Services.

“Service Fee” the price for Services quoted and invoiced by us for a Booking, inclusive of GST where applicable.

“Site Content” all text, images, logos and other material made available on our website.

“you / your” the person or business making or benefiting from a Booking.

These Terms also govern your use of our website. We may update the website’s content and features at any time without affecting any Booking you’ve already confirmed with us.

You must not use our website to do anything unlawful, to infringe anyone’s intellectual property rights, to transmit viruses or malicious code, or to interfere with its normal operation.

The Site Content is owned by us or our licensors and is protected by copyright. You may view and print pages from our website for your own personal use, but you must not republish, resell, or modify Site Content without our prior written consent.

Our website may contain links to third-party websites. We don’t control those sites and aren’t responsible for their content; visiting them is at your own risk.

For a first Booking, we can only provide an estimate of cost and duration, based on the best description you’re able to give us by phone or online. If your property’s, or your garden’s, size or condition differs materially from that description once we arrive, we’ll let you know and agree any adjusted price with you before continuing.

If you’d like an ongoing (regular) service after your first Booking; for example, a fortnightly mow or a weekly clean, we’ll agree a flat rate or a set number of hours with you, based on your preferred frequency and priorities.

Where you’d like us to inspect your property in person before quoting, rather than quoting by phone or online, an inspection fee may apply. We’ll always disclose and agree this fee with you before the inspection takes place.

We may ask you to send photos of the area to be serviced to help us quote accurately, particularly for larger or more detailed jobs.

A confirmed Booking may be carried out by one of our staff or by a vetted subcontractor cleaner or gardener, see clause 14 for how this affects our responsibility to you.

To help us deliver a safe and effective service, please: provide safe access to the areas being serviced and keep them reasonably clear and unobstructed; make available the utilities we need to complete the service, such as power, hot and cold water, and bin access; and let us know before we start about any hazards, slippery surfaces, fragile items, or other risks you’re aware of.

If our staff or a subcontractor reasonably believes a property is unsafe to work in, they may pause or decline to continue the service. Where this happens, we’ll contact you to discuss rescheduling once the issue is resolved. Depending on the circumstances, our standard waiting or cancellation fees (clause 7) may apply if the stoppage was caused by a condition you hadn’t disclosed to us in advance.

Our standard cleaning rates assume you’ll provide the cleaning equipment and products. If you’d like us to supply these instead, let us know when booking; an additional charge will apply, which we’ll confirm with you in advance.

For mowing and gardening Services, we bring our own equipment (such as a mower, whipper-snipper, hedge trimmer and hand tools) and supply fuel and consumables as part of the quoted price, unless we agree otherwise with you.

Full payment of the Service Fee is required in advance of your Booking, made securely via our website (www.maid2clean.com.au) by credit card, PayPal, or bank transfer, unless we’ve agreed other payment arrangements with you in writing. We use a reputable third-party payment gateway to process card details; we don’t store your full card details ourselves.

If a payment is declined or reversed for insufficient funds, any fees we’re charged as a result may be passed on to you. We’ll provide a tax invoice or receipt for every service; please contact us if you don’t receive one. Please keep your billing details current and correct; fees are charged at the rate in effect at the time of your Booking.

We ask for at least 24 hours’ notice to cancel or reschedule a Booking.

This fee is a genuine estimate of the cost to us of a late cancellation, not a penalty, because once a Booking is confirmed, our staff and subcontractors set aside that time and are usually unable to take on other work at short notice. This cancellation fee doesn’t apply where clause 12 (unsafe weather) allows us to reschedule your mowing or gardening Booking at no charge.

If we need to cancel or reschedule your Booking with less than 24 hours’ notice, we’ll notify you as soon as possible, offer you the next available appointment, and refund in full any amount you’ve already paid if you’d prefer not to rebook.

Waiting time: if we arrive for your scheduled Booking and are unable to start; for example, because the property hasn’t been vacated, we can’t get access, or the garden hasn’t been cleared as agreed, a waiting fee of $25 per 15 minutes applies. We’ll let you know before this fee begins to apply. If we can’t gain access to the property at all and are unable to reach you by phone within 15 minutes of our arrival, a call-out fee of full service fee applies instead, to cover the wasted visit.

Any request to cancel or amend a Booking must be made in writing (by email or through our booking system) so we have a clear record of it.

We don’t lock you into a contract for regular cleaning, mowing or garden maintenance. If at any time you feel our standard is slipping, please tell us, we’d rather put it right than lose you as a customer.

You can pause or end a regular residential service; such as weekly, fortnightly or monthly cleaning, or a recurring mowing or garden maintenance schedule by giving us one week’s notice. Commercial clients must give four weeks’ notice.

From time to time we may need to adjust the price of your regular service; for example, to reflect rising costs. We’ll give you at least 5 days’ written notice before a price change takes effect. If you don’t wish to continue at the new price, you may cancel your regular service at any time before the change takes effect, at no exit cost.

Once you’ve accepted and paid for our end of lease cleaning service, we offer a bond-back guarantee: if your property manager or landlord raises a concern about our cleaning within 24 hours of the service, we’ll send a cleaner back to resolve it at no extra charge.

This guarantee applies only where the property hasn’t been reoccupied or used between our clean and the inspection, and only to issues relating to work we actually performed. It doesn’t apply to concerns raised more than 24 hours after the clean, though we’re always happy to discuss a paid return visit in that case.

This guarantee is in addition to, and does not limit, any rights you have under the Australian Consumer Law.

The following services aren’t included in a standard end of lease clean. If you’d like any of them, please mention this when you request your quote so we can agree a price beforehand:

If your property turns out to be larger, or in different condition, than described when you booked, we’ll pause and let you know before continuing, and agree a revised price with you. If you’d prefer not to proceed at the revised price, we’ll only charge for the work completed up to that point and refund the balance of any prepayment.

Our quotes for carpet, rug and upholstery cleaning assume there are no major stains, and are based on a standard room size of approximately 12m² (3m x 4m) and a standard living area of approximately 20m² (4m x 5m). If we find stains, heavy soiling, or larger areas than described once we arrive, we’ll let you know and agree any additional charge with you before proceeding.

We use professional-grade techniques and products and will do our best to remove stains, but we can’t guarantee 100% removal of every stain, older stains, or those caused by substances such as turmeric, curry, pet accidents or certain medicines, can be very difficult or impossible to remove completely. We’ll discuss any risk of discolouration with you before treating a stubborn stain, and won’t be liable for discolouration that was a disclosed risk of an attempted stain removal you asked us to carry out.

Our bond-back guarantee (clause 9) does not extend to basic carpet cleaning where multiple stains are present.

Our mowing and gardening Services may include lawn mowing, edging and whipper-snipping, garden bed weeding and maintenance, and hedge or shrub trimming, as agreed with you at the time of booking. Clause 5 covers the equipment we use.

Please make sure we have safe, clear access to your lawn and garden areas, and that pets are secured, before we arrive. Please also point out anything you’d like us to avoid or take care around — such as irrigation lines, sprinkler heads, buried cabling, or fragile garden features — before we begin work. We take reasonable care around your garden, but we’re not responsible for damage to anything that wasn’t reasonably visible or disclosed to us in advance, except where the damage was caused by our failure to take reasonable care.

Weeding and green waste or clippings removal aren’t included in a standard mow unless agreed and quoted in advance; otherwise, clippings are left on site (mulched or bagged, as agreed with you).

We follow good horticultural practice, but we can’t guarantee the survival, growth or appearance of lawns, plants or garden beds after our service, these depend on factors outside our control, such as weather, soil condition, watering, and the pre-existing health of your garden.

If unsafe weather (for example, heavy rain, storms or extreme heat) prevents us from safely carrying out your scheduled mowing or gardening Booking, we’ll reschedule to the next suitable time at no charge; the cancellation fee in clause 7 doesn’t apply in this situation.

If animal droppings, broken glass, or other hazardous debris (such as building materials or sharp metal) are present in the area to be mowed or maintained, a surcharge of the visit price applies, reflecting the extra time, care and risk involved, this surcharge applies even if we’re unable to complete the work because of the hazard. Please do your best to clear the area of these hazards before we arrive. If the area still isn’t safe to work in, we may decline to proceed, and the call-out fee in clause 7 will apply instead of the surcharge.

We aim to work with every customer whose needs and budget are a good fit for the Services we offer. We may decline a Booking, or decline to continue providing Services to an existing customer, for legitimate business reasons: for example, where the scope of work falls outside what we provide, a property presents a health or safety risk to our staff, or we’re unable to agree on scope or price. We do not decline or discontinue service on the basis of race, sex, disability, age or any other characteristic protected under Australian anti-discrimination law.

You may stop using our Services at any time by not making further Bookings; clause 8 explains the notice required to end an existing regular arrangement.

Our Services are carried out by trained staff and vetted subcontractors. We stand behind the quality of work performed under the Maid 2 Clean name, regardless of who carries it out, you contract with Maid 2 Clean, not directly with the individual cleaner or gardener.

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. Where the law permits us to limit our liability for a failure to meet a consumer guarantee, our liability is limited, at our option, to resupplying the service or paying the cost of having the service resupplied.

If you believe something has been broken, damaged, lost or stolen in connection with our service, please let us know as soon as possible, ideally within 12 hours of the service so we can investigate while the details are fresh, including confirming which staff member or subcontractor attended. Reporting an issue promptly helps us resolve it quickly, but it doesn’t affect any right or remedy you have under these Terms or the Australian Consumer Law.

Where you believe an item has been stolen, we ask that you report it to the police before we take any recovery action against a staff member or subcontractor, so that any action we take is based on a formal report rather than an unproven accusation. Including photos with your report, where possible, helps us investigate and resolve it faster.

Subject to clause 14, and to the extent permitted by law, our liability for loss or damage arising from our Services is limited to the value of the service provided. We are not responsible for pre-existing damage, wear, or conditions at your property that we did not cause, or for the condition of a property after our service where it has since been reoccupied or used. Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, where the law does not allow that liability to be excluded.

To the extent permitted by law, and subject to clause 14, we’re also not liable for indirect or consequential loss (such as loss of income or loss of enjoyment of an event) arising from our Services.

You agree to reimburse us for any reasonably incurred loss, cost or expense arising from your breach of these Terms or your misuse of our website or booking process for example, providing false information to obtain a quote, or a fraudulent Booking. This clause does not apply to any loss caused by our negligence or breach of these Terms.

We collect your contact and payment details in order to provide and bill for our services. We handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and our Privacy Policy, available at www.maid2clean.com.au

We don’t share your personal information with third parties except where needed to deliver our service (for example, with the subcontractor cleaner or gardener attending your property), where you’ve consented, or as required by law.

We may take before-and-after photos of the areas we clean or maintain, for our own records and, unless you tell us otherwise, for marketing purposes such as our website, social media or promotional material. We won’t use photos that identify you personally, your address, or other personal items without your separate consent. If you’d prefer we don’t use photos of your property for marketing, let us know in writing before your service and we won’t use them for that purpose.

If you’re not happy with a service, please contact us so we can put it right. Including photos with your complaint, where relevant, helps us assess and resolve it faster. Where we agree there’s a genuine issue with a service we provided, we’ll offer at our discretion and having regard to the nature of the issue to re-attend and fix the affected area at no charge, or to provide a partial or full refund.

If we can’t resolve a complaint informally, either party may refer it to mediation before starting court proceedings (except where urgent interim relief is needed). You may also raise a complaint with NSW Fair Trading or another appropriate external body at any time. Nothing in this clause limits any right or remedy you have under the Australian Consumer Law.

We may update these Terms from time to time. The current version is always available at www.maid2clean.com.au. Where a change would materially affect an existing Booking, we’ll let you know directly before it applies to that Booking.

We’re not liable for any failure or delay in providing a Service where this is caused by circumstances beyond our reasonable control, including natural disasters, extreme weather, pandemics or public health orders, or government restrictions. Where this affects your Booking, we’ll let you know as soon as reasonably possible and arrange an alternative time; the cancellation fee in clause 7 won’t apply in this situation.

If any part of these Terms is found to be void, illegal or unenforceable, that part is removed and the rest continues to apply. A failure by us to enforce any part of these Terms is not a waiver of our rights. We may transfer our rights and obligations under these Terms as part of a sale or transfer of our business; you may not transfer your rights under these Terms without our prior written consent.

These Terms are governed by the laws of New South Wales, Australia, and any dispute relating to them will be dealt with by the courts of New South Wales.

Phone: 1800 953 880   Email: [email protected]

www.maid2clean.com.au