Here's everything you need to know about how we work, what to expect, and how we'll look after you (and your information) along the way.
Important information
Please take a moment to read through these policies. By booking a service with Every Inch Cleaning, you agree to the terms set out below.
Lockout Policy
Time matters — for you and for our team. To keep your scheduled clean running smoothly, please make sure one of the following is set up before each visit:
Keys are left in a pre-arranged spot ready for the cleaner, or
Someone is at home to let the cleaner in
As a friendly heads-up, we'll send you an SMS the day before each clean.
If our cleaner cannot get in
We'll try to reach you within the first 15 minutes on site. If we can't get hold of you, the full lockout fee below applies.
If you let us know and we're back in within 30 minutes
A $25 wait fee applies to cover the cleaner's lost time.
Full lockout fee: 75% of the booked service price, capped at $150. This covers the cleaner's travel, lost income for that slot, and the knock-on effect on the rest of the day's bookings.
Late Cancellation Policy
If you need to cancel or move your clean, please give us at least 24 hours' notice.
Late cancellation fee: Anything cancelled or rescheduled inside that 24-hour window attracts a 50% fee, capped at $150 — this protects the cleaner's hours that were set aside for you.
That said, real life sometimes throws a curveball. Genuine emergencies are taken on a case-by-case basis and we'll do our best to be fair. Repeated last-minute cancellations may mean we have to end an ongoing booking arrangement.
For one-off jobs we ask for either of the following:
Full payment the day before the clean, or
A 50% deposit before we start, with the balance settled on the day (provided the payer is on site)
Regular residential and commercial cleans
Payment is due when you receive the invoice, unless we've agreed on different terms with you in writing.
How you can pay
Direct bank transfer
Credit card
Debit card
Overdue invoices: A late fee of 10% of the outstanding balance per month is added to unpaid invoices. We'd much rather not charge it — please get in touch if you're having trouble paying so we can work something out before fees start ticking.
Privacy Policy
Every Inch Cleaning (ABN 27 712 934 039) handles your personal information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth). Plainly put: we only collect what we need to do our job for you, and we look after it.
What we collect
Your name, contact details and the address where we're cleaning
Payment details to the extent we need them to invoice you
Your service preferences, scheduling notes and access instructions
What we do with it
Arrange, deliver and manage your cleans
Send you booking confirmations, invoices and reminders
Improve how we run the business and the quality of our service
What we won't do
We will never sell, rent or trade your details to anyone
We won't share your information with third parties — except where it's strictly necessary to deliver your service (e.g. a sub-contractor we've vetted) or where we're legally required to
You can ask to see what we have on file, correct it, or have it deleted at any time. Just email enquiries@everyinchcleaning.com.
Terms of Service
When you book us, here's what we agree on:
Access and preparation
It's the client's job to make sure we can safely get in to clean. Please pop any pets somewhere they'll be comfortable, and tuck away anything valuable or fragile from the areas we'll be working in.
Satisfaction guarantee
If anything about a clean doesn't sit right with you, please get in touch within 24 hours of the visit. We'll come back and re-do the affected areas free of charge, or — if that's not practical — offer a partial refund.
Liability
We carry full public liability insurance ($10 million) and our team is police-checked. If you think something has been damaged during one of our cleans, please let us know promptly with photos. Legitimate claims caused by our error or negligence are covered through our insurance. Normal wear and tear isn't.
Our right to decline service
For the safety of our team, we may decline or end a service arrangement if working conditions become unsafe, if staff are harassed or mistreated, or if a customer persistently breaches these policies.
Damage
We treat every home and workplace as carefully as if it were our own. Accidents are rare, but if something does go wrong, this is how we sort it out:
Letting us know
If you think something has been damaged during a clean, get in touch as soon as you reasonably can. A short description plus a couple of photos really helps us understand what's happened.
How we handle it
We'll look at the claim straight away. Genuine damage caused by our team is covered by our public liability insurance and we'll work with you to resolve it fairly. Ordinary wear and tear, or pre-existing damage, falls outside this — we'll always be upfront about which category we think it falls into and explain why.