Terms of Service

Terms of Service
Olive and Earth Cleaning

These Terms of Service outline how Olive and Earth Cleaning provides residential and commercial cleaning services. By booking or receiving a service, you agree to these terms.

Our Commitment to You

We aim to offer a smooth, boutique and reliable cleaning experience with consistent quality and care. While we strive to clean every agreed area with detail and precision, we are human. If something is missed, it is never intentional. Please let us know and we will happily address it on your next clean or return sooner if needed.

Scope of Service

Your cleaning package outlines what is included in each visit. Any additional tasks outside your package are considered add-ons and must be requested with at least one week’s notice.
We do not move heavy furniture, lift items over our manual handling limits or clean areas that pose safety risks, including high ledges, unstable surfaces or areas with hazardous materials.

Intro Cleans, Christmas Deep Cleans and Earth Deep Cleans

These services are designed to give your home a thorough reset. Because every home is different, we cannot always know the exact standard or level of cleaning required until we arrive.

These services operate on a set number of hours. We will always use the allocated time as efficiently as possible and work through your home in a priority order to ensure the most important areas receive attention.

Our cleaning order for these services is

1. Bathrooms and toilets these take the most time and are cleaned first to ensure quality

2. Kitchen, including surfaces, stovetop and visible build-up

3. Floors vacuuming and mopping with enough time set aside to complete these properly

4. Additional items as time allows including

   • Dusting of skirting boards, window sills and ceiling fans

   • Inside cobweb removal where safe and accessible

   • All mirrors throughout the home

   • Inside fridge

   • Inside microwave

If you would like us to focus on specific areas, please let us know before your appointment so we can prioritise accordingly.
If more time is required to achieve your desired outcome, additional hours can be booked and paid for in advance.

Social Media, Photos and Videos

Where required, we may take before and after photos or videos of the areas we clean. These help us

• Record and verify the work completed

• Track service quality

• Share results on our social media platforms

No identifying information about your home or property will be shared. We take care not to display family photos, personal paperwork or private details.

If you do not want any photos or videos of your home used on social media, please let us know in writing. We will always respect your wishes.

Payments

Payment is required upfront for Intro Cleans, Christmas Deep Cleans, Earth Deep Cleans and all regular services. With a 50% non-refundable deposit to book your date for the intro clean, and then the remaining balance paid up front the day before the clean.

Accepted payment methods

• Bank transfer

• Automatic card subscription (a small processing fee applies)

Your subscription can be changed or cancelled with one week’s notice.
Add on services must be paid upfront.

If payment is not made or your subscription fails, your service will be cancelled. Reminders will be sent for upcoming payments and expiring cards.

Cleaning Days and Timeframes

You will be allocated a regular cleaning day and time.

Public Holidays

If your scheduled cleaning falls on a public holiday, we will do our best to reschedule your service before or after the holiday.

Personal Holidays and Breaks

We take scheduled breaks throughout the year. You will always receive as much notice as possible.
Your subscription will be paused during our leave and restarted when we return.

If you are going away and need to pause your cleaning, please let us know at least one week in advance in writing.

Access to Your Home

We require safe and easy access to your property on your scheduled cleaning day.
If we cannot access your home due to circumstances not caused by us, including:

• Locked doors

• No key left as arranged

• Incorrect access instructions
  The full cleaning fee will still apply.

If you have pets, please ensure they are secured or comfortable with our presence. We cannot be responsible for pets escaping or becoming distressed.

Cancellation Policy

If you need to cancel your cleaning, we require at least 24 hours’ notice.
Cancellations with less than 24 hours’ notice will still be charged at the full rate.

We may occasionally need to cancel a service due to illness or unexpected circumstances. If this happens, we will reschedule your cleaning as soon as possible.

Health and Safety

For the safety of our team, we cannot

• Clean areas containing bodily fluids, mould growth beyond standard surface cleaning or hazardous waste

• Work in environments that pose safety risks
  If your home presents a hazard at the time of cleaning, we may cancel the job, and the full fee will apply.

Breakages and Damages

We take great care in your home. If an accidental breakage occurs, we will notify you immediately and work with you to resolve it fairly.
We are not responsible for items that were already loose, unstable, deteriorating or not safely secured.

Satisfaction Guarantee

If you feel any area of your regular clean has been missed, please contact us within 24 hours with a description or photo. We will gladly return or address it at your next scheduled clean.

Changes to These Terms

We may update these Terms of Service from time to time. The most current version will always be available upon request or on our website.

Contact

For questions regarding these terms, please contact
Olive and Earth Cleaning