I. Satisfaction Guarantee

The Coastal Cleaning Co strives to provide the highest level of service. If you are not satisfied with the service provided, you must notify us within 24 hours of the clean. We will address any concerns promptly. It is your responsibility to ensure the information provided on the booking form is true and accurate.

II. Property Requirements

Hot running water, electricity, and lighting must be available for all cleans. In warmer months, team members are permitted to use air-conditioning as needed.

III. Time & Quote Adjustments

The company reserves the right to amend the initial quote if the cleaning requirements change. All cleans are subject to time allowances. Results may vary if the duration is shorter than the time we recommended in your quote.

IV. Property Condition

Final pricing may vary based on the condition and size of the property. Please allow some flexibility around quoted pricing.

V. Health & Safety

Due to health risks, our staff cannot clean or come into contact with any human or animal bodily fluids (including faeces, urine, and vomit). We reserve the right to refuse service or entry to any property that poses a health or safety risk.

VI. Booking Duration

Clients are strongly encouraged to book the recommended duration for their cleaning service. If you book less time than advised, no refunds or discounts will be given for incomplete or partial cleans. It is the client’s responsibility to choose a suitable booking time.

VII. Payment Terms

Invoices are due on the day of the clean. A $10 late fee per day applies to all overdue invoices.

VIII. Property Responsibility

Once the clean is complete and we have left the premises, The Coastal Cleaning Co is no longer responsible for the property. It is the client's responsibility to ensure the property is properly secured.

IX. Access Requirements

Incorrect, unclear, or missing access instructions may result in:

  • Reduced cleaning time

  • Additional charges

  • Time spent waiting being deducted from the total clean time

X. Photos for Quality Assurance

To maintain high standards, staff may take before and after photos of the property. These photos are for internal use only and will not be shared without your written permission. If you do not wish for photos to be taken, please let us know in advance.

XI. Linen Changes

If your clean includes a linen or bedding change, a clean, dry set must be provided. We cannot guarantee time to wash and dry used bedding during the clean.

XII. Promotions

Discount codes are valid for one-time use only and cannot be combined with another discount.

XIII. Short Notice Bookings

A $50 surcharge applies to all bookings made with less than 24 hours’ notice.

XIV. Cancellation, Reschedule & No-Show Policy

1. Cancellation Policy

1.1 Client Cancellations:

  • More than 24 hours’ notice: No cancellation fee

  • Less than 24 hours’ notice: 100% of the total invoice will be charged

1.2 Company Cancellations:
The Company may cancel a scheduled clean due to extreme weather, staff illness, or other emergencies. In such cases:

  • You will be notified as soon as possible

  • No cancellation fee will apply

  • We will work with you to reschedule at a convenient time

2. Rescheduling Policy

2.1 Client-Initiated Reschedules:

  • More than 24 hours’ notice: No fee

  • Less than 24 hours’ notice: A fee of 25% of the total invoice may apply

  • If you wish to reschedule a confirmed booking, the new date and time must be confirmed with the company within 24 hours of notifying us of your intention to reschedule. The rescheduled clean must be booked for a date that is no later than two (2) weeks from the original booking date.

    If a new date and time are not confirmed within 24 hours of notifying us, or if the rescheduled clean cannot be booked within the two-week timeframe, the booking will be treated as a cancellation and a cancellation fee will apply.

2.2 Company-Initiated Reschedules:

  • We will notify you as soon as possible

  • No fee will be charged

  • We will work with you to arrange a new time

3. No-Show Policy

3.1 Client No-Show:
If access is not provided at the scheduled time and no notice has been given:

  • You will be charged 100% of the total invoice

  • Rescheduling fees may apply

3.2 Company No-Show:
If our team fails to attend a scheduled clean without prior notice:

  • You will not be charged

  • We will reschedule your clean at a mutually convenient time

XV. Final Booking Responsibility

It is the client’s responsibility to book the correct amount of time for their needs. If insufficient time is booked, we may not be able to complete the clean to the expected standard. No refunds or discounts will be given in such cases.