Our commitment to service
Welcome to the terms and conditions for Clean Living Co. Here, you'll find everything you need to know about our services, from booking to what to expect on cleaning day. We've laid it all out clearly so you can feel confident and informed every step of the way.
Booking and cancellation policies
Scope of services and booking system
Automated bookings: All bookings placed through our online system are subject to electronic acceptance and availability confirmation.
Property accuracy: Quotes are calculated based on the details you input online (e.g., bedrooms, bathrooms, square footage). If the property is in worse condition than specified, we will contact you to adjust the price before starting.
Commercial quotes: Commercial contracts may require an on-site walkthrough before final terms and recurring schedules are activated.
Payment terms and upfront billing
Upfront payments: Payment for residential and one-off bookings is processed securely online at the time of scheduling.
Commercial invoicing: Commercial clients may be approved for credit terms (e.g., net 7 or net 14 days) following a formal agreement.
Authorization hold: We reserve the right to place a pre-authorization hold on your card 24 hours prior to service delivery.
Surcharges: Any additional tasks added during the cleaning will incur surcharges.
Cancellations and rescheduling
Notice period: Cancellations or booking amendments must be submitted online or via email at least 24 hours prior to your scheduled service.
Late fee: Cancellations made under the 24-hour threshold will forfeit 50% of the upfront booking fee.
Same-day forfeit: Cancellations made on the day of service or at the door are non-refundable.
Our responsibilities and commitments
Access, security, and lockout rules
Key/code access: You must provide entry via digital lockboxes, alarm codes, physical keys, or an on-site point of contact.
Data security: All access codes and keys are securely stored, encrypted, and restricted strictly to your assigned cleaners.
Lockout penalty: If our team cannot enter within 20 minutes of arrival, the booking is cancelled and a 100% lockout fee applies.
Essential utilities: Properties must have working electricity and running hot water; services will be cancelled without refund if utilities are off.
Your role in a successful clean
To help us deliver the best possible clean, we ask that you prepare your space according to our guidelines. This ensures our team can focus on cleaning efficiently and effectively. We cannot remove rubbish:
Off-site prohibition: Under no circumstances will our teams transport, haul away, or dispose of your rubbish, bulk waste, or recycling off the property.
Have a question or concern?
If you have any questions about our terms and conditions, or if something isn't quite right after a clean, please don't hesitate to reach out. We're here to help and ensure your experience with Clean Living Co is exceptional.
You can contact us via email at anna@cleanlivingco.nz or by phone at 027 218 88003.