We’re so glad to be supporting your home. Our client guidelines are designed to ensure clarity, protect both you and our team, and help everything run smoothly, for your peace of mind and ours. 

Before we begin services, we ask that you review and sign this document. This agreement forms the foundation of a respectful and professional working relationship and ensures we’re aligned on expectations from day one. 

As our business grows and evolves, we may occasionally update our client guidelines. Should that happen, you’ll receive details of any changes via email. Unless you reply to let us know otherwise within 7 days, your continued use of our services will be taken as agreement to the updated terms. 

If you ever have questions or need clarity, we’re always happy to talk. We believe in open communication and will do our best to meet your needs wherever we can. 

1. Kindness is Non-Negotiable 

We treat your home with care and your time with respect, and we ask for the same in return. 

We believe in working with clients who value calm, kind, and professional relationships. Cultivate Clean has a zero-tolerance policy for disrespectful behaviour of any kind, including but not limited to: 

- Yelling, raised voices, or aggressive tone 

- Dismissive, condescending, or belittling comments 

- Racist, sexist, or discriminatory language 

- Intimidation, boundary-pushing, or inappropriate physical proximity 

- Filming, photographing, or audio recording our staff without prior consent 
 

We ask that you treat all members of our team with the same level of courtesy and professionalism that you would expect in return. If at any point a staff member feels unsafe, disrespected, or uncomfortable in your home, they are authorised to leave immediately. This will be considered a termination of service, and no refund will be issued for time booked. 

We reserve the right to permanently withdraw service from any client who violates these behavioural boundaries. 

2. Payments 

Payment is due at the time of service unless otherwise agreed in writing. 

You’ll receive your invoice at the time of booking or approximately 48 hours prior to your scheduled clean. Payments can be made securely via: 

- Credit or debit card (using the payment link in your invoice) 

- Direct bank transfer (details will be included on the invoice) 

If you’d prefer the convenience of automated billing, we’re happy to securely store your card on file and process payments for your regular cleans after each visit. Just let us know and we’ll set it up for you. 

All payments are securely processed through Stripe, a trusted industry-standard payment platform. 

Please note: 

- Invoices not paid within 48 hours of service may incur a late fee of $15 and may result in future bookings being paused. 

- Persistent late payments may result in permanent discontinuation of service. 
 

If you’re ever unsure about a charge or need flexibility, please reach out. We value transparency and are happy to discuss your account with you. 

3. Technology & Customer Experience 

We use thoughtful, user-friendly technology to create a smoother, more reliable experience for both you and our team.  

Reminders & Communication 

You’ll receive: 

- An automated email reminder 3 days before your scheduled clean 

- A text message reminder the day before 
 

You’re welcome to reply to either of these messages, our text and email systems are both two-way. We’re happy to answer questions, note reschedules (up to 48 hours before), or make minor adjustments via these channels. 

These gentle prompts are designed to help you plan ahead and ensure your home is ready for us, reducing last-minute changes and making the experience better for everyone. 

If you prefer not to receive reminders, just let us know, and we can opt you out at any time. 

Staff Safety & Accountability 

Our team members clock in and out via a secure app on their phones. This allows us to: 

- Confirm safe arrival and departure using GPS check-ins 

- Monitor service duration for consistency and fairness 

- Keep our communication and scheduling accurate and up-to-date 

This behind-the-scenes tech helps us stay responsive, reliable, and safe, while freeing up more energy for what really matters: caring for your home. 

4. Service Time & Labour-Hours 

All hourly rates are calculated based on total labour hours, not clock time. We reserve the right to determine the number of cleaning technicians assigned to your booking, based on availability and the nature of the service. 

For example: 

- A 6-hour booking with 2 cleaning technicians = 3 hours on-site 

- A 4-hour booking with 1 cleaning technician = 4 hours on-site 
 

We allocate our cleaning technicians based on availability, the size and needs of your home, and the type of clean booked. If your clean requires more time than originally scheduled due to extra mess, last-minute additions, or home conditions, we may need to: 

- Adjust the scope of the clean to fit within your original booking 

- Recommend additional time (at extra cost), with your approval 

- Reschedule certain tasks if time does not permit 

Your booked time begins when our cleaning technician arrives at your home and ends when the clean is complete and the technician departs. All tasks should be pre-organised and confirmed in advance to ensure we can make the most of your scheduled service. 

5. Cancellations & Schedule Changes 

We understand that life is unpredictable. If you need to skip, cancel, or reschedule a service, we simply ask for a minimum of 48 hours' notice. This allows us to honour our team’s time, adjust the schedule, and offer the spot to another client. 

To make this easy for everyone, reminder emails are sent three days in advance of your scheduled clean, giving you a chance to adjust before any cancellation fees apply. 

Our cancellation policy is as follows: 

- 48+ hours' notice: No charge 

- Less than 48 hours’ notice: 25% of your scheduled service fee will be charged 

- Same-day cancellations (within 24 hours): 50% of your scheduled service fee will be charged

- No-shows/No access: Considered a same-day cancellation and charged at 50% 
 

Frequent short-notice cancellations or reschedules may result in the loss of your recurring spot.  

All schedule changes must be made via text, email, or by contacting us directly. Changes are only confirmed once you receive a reply. 

We’re always happy to work with you where we can — the more notice, the better for everyone. 

6. Access to Your Home 

To provide a smooth and stress-free experience, it’s essential that our team can access your home at the agreed time of your scheduled clean. 

We offer four options for entry: 

- You may be home at the time of the clean 

- You may provide us with a secure entry code 

- You may install and provide access to a lockbox with a key inside 

- You may leave a key hidden in a secure and unchanging location 
 

We do not hold or store client keys under any circumstances. This is to protect both your property and our team, and to reduce the risks associated with lost, misplaced, or unlabelled keys.  

We strongly recommend the use of a wall-mounted lockbox or smart keyless entry system if you are not home during service. These methods are secure, convenient, and provide flexibility for both you and us. If you are installing a lockbox, please ensure it is weatherproof, discreetly located, and that we have been given the correct access code in advance. 

Cultivate Clean accepts no responsibility for lost keys from hiding spots or issues that may arise with a non-lock box key being left out.  

Missed Access 

If our team arrives and is unable to access your property due to: 

- No one being home 

- No key/code provided 

- Incorrect or non-functioning entry instructions 
 

...the appointment will be considered a late cancellation and charged at 50% of the scheduled service fee. 

Alarm Systems 

If your home has an alarm system, please ensure: 

- It is disarmed prior to our arrival 
OR 

- We have been provided with clear written instructions for temporary disarming, including any codes and procedures 

Our staff cannot be held responsible for setting, disarming, or managing alarm systems beyond what has been explicitly and clearly provided. If we cannot enter due to an active alarm, the visit will be considered a cancellation and a 50% fee will apply. 

If you need to update any access details, please email or text our office. We're here to help if you ever need guidance on the best option for your situation. 

7. Preparing for Your Clean 

We want to bring our full attention to the details that create a beautifully clean and calm home. To help us do that, we ask that your space is ready for us when we arrive. 

This means: 

- Toys, clothes, and general clutter are picked up from floors and surfaces 

- Dishes are cleared from sinks and benches (unless pre-booked) 

- Personal items are put away where possible 
 

If your home isn’t prepared for cleaning, we may need to: 

- Modify the scope of work (e.g. skip certain areas) 

- Focus on the most essential tasks within the time available 

- Reschedule your clean entirely, which may incur a cancellation fee 
 

If you’d like to add tidying or dishwashing to your clean, we’re happy to accommodate. Please let us know at least 48 hours in advance via text or email so we can schedule accordingly. These extras incur an additional charge. 

8. What We Do — and Don’t Do 

We tailor each clean to suit your home and lifestyle, and we’ll always confirm in advance what’s included in your service. Our team is trained to deliver high-quality, detailed housekeeping, but there are some tasks we don’t perform for safety, health, or insurance reasons. 

Our cleaning techs will not: 

- Move heavy furniture or appliances 

- Handle or clean up pet accidents, bodily fluids, or other biohazards 

- Clean areas affected by pest infestations (including rodents, insects, or mould outbreaks) - we can refer you to the appropriate professional for this 

- Wash dishes, do laundry, or clean interior windows unless pre-booked as an add-on 
 

If we arrive and discover any conditions that fall outside of our agreed service or safety boundaries, we may need to adjust the scope of work (in which case we will call you to discuss) or reschedule your service. 

Cultivate Clean complies with all relevant Work Health and Safety (WHS) obligations. Our staff are entitled to a safe working environment, and we reserve the right to refuse any task that may pose a risk to their health or wellbeing. This includes, but is not limited to, lifting heavy objects, climbing ladders, working around bodily fluids or pests, and cleaning in hazardous conditions. 

We’re always happy to personalise your clean with notice. If your needs change, whether it’s an extra task or something seasonal, just reach out via text or email at least 48 hours in advance so we can accommodate it. 

9. Toilet Brush Policy 

For hygiene and safety reasons, we do not bring toilet brushes between homes or rooms. Each home must have a toilet brush available in every toilet you’d like us to clean. 

This ensures: 

- Cross-contamination risks are minimised 

- Our cleaning techs can clean efficiently and thoroughly 

- Your toilet receives the full level of detail you’re expecting 

If no brush is available, we may not be able to fully clean your toilet, and we will skip that area without a refund or adjustment. 

If you’re unsure what type of brush is best or need a recommendation, we’re happy to suggest options that are hygienic, discreet, and affordable. 

10. Safe, Healthy Spaces 

To ensure we can maintain the high standard we’re known for, all new clients begin with a comprehensive deep clean. This allows us to reset the home to a consistent, healthy baseline, making future visits more effective, efficient, and predictable. 

If you’ve had a professional cleaner within the past month and believe your home is already at a maintenance level, we may waive this requirement. This will be discussed in your onboarding.  

If we arrive and find the space is heavily soiled, unsafe, or in poor condition, we may: 

- Require additional time (and apply extra charges) 

- Adjust the scope of work for that visit 

- Decline the job altogether if it falls outside our service standards 
 

This policy helps us protect the wellbeing of our team, the longevity of your results, and the overall integrity of our service. 

11. Cleaning Products & Equipment 

At Cultivate Clean, we provide all our own professional-grade cleaning products and equipment. We’ve carefully selected what we believe to be some of the best and most effective eco-conscious products available in Australia, chosen for their safety, performance, and environmental impact. 

All our products are: 

- Greywater safe 

- Free from harmful chemicals, gases, or “forever” ingredients 

- Safe for humans, pets, and the planet 

We do not typically use clients’ cleaning products or equipment, as we can’t guarantee they meet our standards for safety, efficacy, or compatibility with our systems. However, if you have a specific request, whether for allergy reasons, scent preferences, or product loyalty, we’re happy to discuss it. 

For any changes, please contact us at least 48 hours before your scheduled clean so we can research the product or tool, confirm its suitability, and ensure it aligns with our internal safety and care protocols. 

12. Breakage & Damage 

We take great care while working in your home. Our team is trained to handle your belongings with respect and attentiveness, and if something unexpected does occur, we will notify you immediately and do our best to make it right. 

We kindly ask that you: 

Let us know about any delicate, high-value, or sentimental items prior to your clean 
 

Secure or put away irreplaceable or priceless items before we arrive 

While we aim to prevent all accidents, we do not accept responsibility for damage to items that are improperly hung, secured, or already unstable, such as: 

- Unsecured wall art or mirrors 

- Furniture or shelves with loose joints or missing parts 

- Items displayed on unstable or overfilled surfaces 
 

These are considered pre-existing risks and fall outside our liability. 

All of our staff are: 

- Fully insured for property damage and public liability 

- Police-checked 

- Trained to notify us immediately of any incident, no matter how minor 

We handle breakages and damage with transparency and care, and are always happy to discuss concerns promptly and professionally. 

13. Pets 

We love animals, and many of the homes we care for include pets as part of the family. Our client intake form captures key details about your pets so we can plan accordingly and ensure everyone’s safety and comfort. 

To help things run smoothly: 

- Pets should be secured in a designated area during our visit, particularly if they are anxious, reactive, or curious 

- Our team is not responsible for pets escaping during entry or exit, or for any accidents that may occur while we are cleaning 

If your pet requires specific considerations not already covered in your intake form, you’re welcome to update us at any time. We're always happy to accommodate where we can. 

14. Photos, Videos & Social Media 

We occasionally take photos or short videos while we work. These help us: 

- Document before-and-after results 

- Maintain internal training and quality control 

- Show potential clients the results of our work through social media and marketing 
 

Photos and videos will always be close-ups of the work we’ve done (like a gleaming sink or styled bed) and will never show people, family photos, street numbers, or any other identifying features of your home. 

Unless you request otherwise, we assume permission is granted to take and use this kind of content. If you’d prefer we don’t photograph or film inside your home, please just let us know, we’ll make a clear note in your client file and respect that fully. 

Our goal is always to celebrate our work respectfully, never to intrude on your privacy. 

15. Satisfaction Guarantee & Quality Checks 

We take immense pride in the care we bring to your home, and we stand by the quality of our work. 

If you're not completely satisfied with your clean, please let us know within 24 hours. We offer a Love-Your-Clean Guarantee. If you don’t love it, we’ll return and re-clean the area at no additional charge until you're happy. 

16. Price Increases and Quality Control 

Price Increases 

We are committed to paying our staff fairly, using high-quality products, and providing a consistent, reliable service. We review our pricing regularly to ensure we can continue delivering the standard you expect. 

Prices are reviewed annually, with any increases typically taking effect on July 1st. We will always provide advance written notice of any upcoming changes. 

While most adjustments are planned, we reserve the right to update pricing at any time if: 

- The scope of your service changes significantly 

- Your home requires more time or effort than originally quoted 

- An error in quoting is discovered 
 

In these cases, we will always communicate clearly in advance and confirm your approval before proceeding. 

Quality Control 

To ensure our standards are upheld, you may occasionally receive a visit from a trainer or quality control team member during or immediately after your clean. These quality checks help us maintain consistency, train our team, and improve your experience. 

We always welcome feedback and encourage you to share any concerns or suggestions with our office directly. 

If you would like to add or skip tasks, please let us know in advance by phone, text, or email. Our cleaners are unable to accept changes to the booking on the day, as all scheduling and task decisions must go through our office to ensure fairness and clarity for everyone. 

If you have a concern or complaint about our service, we ask that you contact us directly within 24 hours of your appointment. We’re committed to resolving any issues promptly, respectfully, and with care.