Our Policies

We appreciate the value of time and try to respect yours as well as our cleaners' time when scheduling services. To ensure your cleaning appointment runs smoothly, please ensure one of the following:

• Leave keys in an agreed-upon location prior to the clean
• Be present at the property to provide entry

An SMS reminder will be sent to you 24 hours prior to your scheduled cleaning appointment.

If a cleaner cannot access the home: We will attempt to contact you within 15 minutes of arrival. If we are unable to reach you, a full lockout fee will apply.

If we reach you and entry occurs within 30 minutes: A $25 fee will be charged to compensate our cleaner for the lost time.

Full lockout fee: 75% of the service cost, up to a maximum of $150. This fee covers the cleaner's travel time, lost income, and scheduling disruption.

We require a minimum of 24 hours' notice for all cancellations or reschedules.

Late cancellation fee: Cancellations submitted with less than 24 hours' notice will incur a 50% cancellation fee, up to a maximum of $150.

We understand that unexpected situations arise. We aim to be reasonable with genuine emergencies and will assess these on a case-by-case basis. However, repeated late cancellations may result in termination of ongoing services.

To cancel or reschedule, please contact us by phone on (08) 6493 6100 or email contact@enhancedcleaning.com.au as early as possible.

One-off, vacate, and initial cleans:

• Full payment is due the day before the scheduled service, or
• A 50% deposit is required before the clean, with the remaining balance due on the day of service (only if the payer is present at the property)

Regular house cleans:

• Payment is due upon receipt of invoice, unless otherwise arranged

Accepted payment methods:

• Bank transfer
• Credit card
• Debit card

Late payments: An interest-based late fee of 10% of the outstanding balance per month will apply to overdue invoices. Please ensure timely payment to avoid additional charges.

Enhanced Cleaning Pty Ltd (ABN 63 684 990 869) is committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Information we collect:

• Name, phone number, email address, and residential/business address
• Payment information necessary to process transactions
• Service preferences and scheduling details

How we use your information:

• To provide, schedule, and manage your cleaning services
• To communicate with you about your bookings, invoices, and reminders
• To improve our services and customer experience

We do not:

• Sell, rent, or trade your personal information to third parties
• Share your information except as required to deliver our services or comply with legal obligations

You may request access to, correction of, or deletion of your personal information at any time by contacting us at contact@enhancedcleaning.com.au.

By engaging Enhanced Cleaning's services, you agree to the following terms:

Access and preparation: Clients are responsible for ensuring safe and clear access to the property. Please secure pets and remove any valuables or fragile items from cleaning areas prior to the appointment.

Satisfaction guarantee: If you are not satisfied with any aspect of our clean, please contact us within 24 hours. We will arrange a free re-clean of the affected areas or offer a partial refund where appropriate. Please refer to our Guarantee page for full details.

Liability: Enhanced Cleaning is fully insured. If you believe any damage has resulted from our cleaning, please let us know within a reasonable timeframe. This applies to legitimate claims caused by negligence, but not to standard wear and tear.

Right to refuse service: We reserve the right to decline or discontinue service in cases of unsafe working conditions, harassment of staff, or repeated policy violations.

We take great care in every home and office we clean. However, if something does go wrong, here's how we handle it:

Reporting damage: If you believe any damage has been caused during a clean, please let us know within a reasonable timeframe. Include photos and a description of the issue when contacting us.

Assessment: Our team will assess the claim promptly. Legitimate claims for damage caused by negligence will be resolved through our insurance coverage. Standard wear and tear is not covered.

Contact us at (08) 6493 6100 or contact@enhancedcleaning.com.au to lodge any concerns.