Terms

Introduction and Acceptance of Terms
By using our services, you agree to these Terms of Service. If you do not agree, you must not use our services.

Description of Services
We offer comprehensive housekeeping and remote concierge services for Airbnb hosts. These services include cleaning and sanitization of all areas, linen and towel restocking, maintenance coordination to address any property issues, guest communication and support, check-in/check-out coordination to ensure seamless guest transitions, and review management to enhance your listing’s reputation. Additionally, we restock essential supplies from on-site storage, such as toilet paper, soap refills, coffee, tea, and sugar, to maintain guest comfort. We do not handle direct Airbnb bookings, tax obligations, or legal disputes between hosts and guests.

User Obligations
Hosts must provide accurate property details, including the number of bedrooms, bathrooms, and access codes. They are responsible for ensuring their Airbnb calendar is up to date and synced correctly with our external booking software via the iCal link. Any last-minute changes or bookings made outside of Airbnb must be communicated to us immediately. Hosts are also responsible for granting cleaners and maintenance teams access to the property. Using our services for illegal activities or subletting without consent is strictly prohibited.

Payments & Invoicing
We issue weekly invoices through our system. For customers with credit cards on file, we process payments automatically via Stripe. For those paying by bank transfer, we provide invoice details for manual payment. Payment methods are agreed upon during onboarding. Prices include GST. If services exceed the usual estimated cleaning time due to unforeseen circumstances, an hourly rate of $70 applies. No refunds are generally given for completed services; however, any refund considerations are outlined in our "Cleaning Complaints and Refunds" section.

Satisfaction Guarantee
We provide services with due care, skill, and timeliness. If our service does not meet these standards, we offer a complimentary re-clean to address any issues. Please notify us within 24 hours of check-in if you discover any problems. To facilitate a prompt re-clean, please provide clear photographs of the issues. For further details on refunds and complaint handling, please refer to our "Cleaning Complaints and Refunds" section.

Liability & Insurance
We carry $1 million in general liability insurance. Report any damage within 24 hours with clear photographic evidence. We are not liable for Airbnb platform outages, guest misconduct, or pre-existing property damage. We are also not responsible for key loss or misuse; hosts are responsible for secure key storage and providing access to cleaners. Hosts must provide parking for our cleaning staff; if unavailable, any incurred parking fees will be billed to the host.

Property Condition
If the property is excessively damaged or trashed by guests, additional cleaning fees may apply. These will be discussed with the host before commencing the cleaning service to ensure transparency and agreement on any extra costs.

Damage Reporting
Our staff will report visible damages or maintenance issues discovered during cleaning, with photographic documentation provided to the host within 24 hours. However, we cannot guarantee the detection of all pre-existing damages or issues. Hosts are encouraged to conduct regular property inspections and report any concerns promptly. We are not liable for damages not reported by our staff within 24 hours of cleaning, or for pre-existing conditions not documented prior to our service.

Scheduling and Access
Cleanings are automatically scheduled based on the Airbnb calendar synced via iCal integration with our external booking software. Hosts must provide a secure method for cleaners to access the property, such as a lockbox, smart lock, or a dedicated cleaner key. While we strive to complete all cleanings before guest check-in times, unforeseen delays may occasionally occur. In such cases, we will notify the host immediately and prioritize completing the cleaning as quickly as possible. If guests arrive before cleaning is completed due to our delay, we will make every effort to minimize inconvenience and may offer compensation or partial refunds at our discretion, depending on the circumstances. Hosts are encouraged to maintain sufficient turnover time between check-out and check-in to allow for potential delays. A call-out fee may apply if access is denied due to host-related issues.

Cancellation & Termination
Cancellations: No fee applies if a scheduled clean is cancelled before 12:00 AM on the day of service. A $70 fee will be charged for cancellations made after 12:00 AM on the day of service.

Termination: Either party may terminate the service agreement immediately at any time. We reserve the right to terminate services for non-payment, safety violations, or misuse of our services. Upon termination, any outstanding fees or charges will become immediately due.

Dispute Resolution
This agreement is governed by the laws of Victoria, Australia. Any disputes arising from this agreement may be resolved through mediation or litigation as necessary.

Scope of Cleaning Services
We offer three main cleaning packages tailored to meet different hosting needs. The Refresh Package includes standard housekeeping services only. The Essentials Package combines housekeeping with linen supply. The Comfort Package provides a full-service experience, including housekeeping, linen supply, beverage packs, toiletries, and kitchen packs.

Additionally, we offer a Deep Cleaning service as an optional add-on. This can be scheduled on a routine basis, such as quarterly, to maintain property standards or as needed for particularly dirty properties, like those after long-term guest stays.

Restocking Policy
For hosts with supply cupboards: We will check and replenish essential items such as toilet paper, paper towels, hand soap, and dishwashing liquid from the host-maintained supply cupboard during each clean.

For Comfort Package subscribers: We provide and restock essential supplies as part of the service. This includes toilet paper, paper towels, hand soap, dishwashing liquid, beverage packs, toiletries, and kitchen packs. Additional or specialty items can be arranged for an extra fee.

Operational Details and Cleaner Safety
Typically, 1-2 cleaners are sent per service, with additional support provided if needed. Calls may be recorded for quality assurance purposes. To ensure the health and safety of our cleaning teams, we may adjust cleaning schedules during extreme weather conditions. On days when temperatures reach 35 degrees Celsius or above, we request that air conditioning be turned on in the property. If air conditioning is not available or cannot be activated, please inform us in advance. Failure to provide a safe working environment may result in the cancellation of the cleaning service, and a cancellation fee may apply.

Cleaning Complaints and Refunds
Guests must report any cleaning-related issues within 24 hours of check-in. We reserve the right to perform a free-of-charge re-clean to address these issues before considering any refund. Refunds or partial refunds are assessed on a case-by-case basis and typically only offered in severe circumstances, such as a cleaner's failure to appear or gross negligence. Any refund will be limited to the portion of the service that was unsatisfactory (e.g., cleaning only, excluding linen/towel services). Clear documentation, including photographs, is required to process a refund request. The final decision on any refund remains at our discretion.

Amendments
We may update these terms. Continued use after changes implies acceptance.