Question 1

Lockout Policy

Accepted Answer

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 cleanBe present at the property to provide entry
An email 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: 50% of the service cost, up to a maximum of $150. This fee covers the cleaner's travel time, lost income, and scheduling disruption.

Question 2

Late Cancellation Policy

Accepted Answer

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 0426762799 or email stephsglowingcleans@gmail.com early as possible.

Question 3

Payment Policy

Accepted Answer

One-off, vacate, and initial cleans:Full payment is due 7 days prior to the scheduled service, orA 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: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)Remaining balance is due upon receipt of invoice the day of scheduled clean, unless otherwise arranged
Accepted payment methods:Bank transferCredit cardDebit 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.

Question 4

Privacy Policy

Accepted Answer

Steph's Glowing Cleans (ABN 15 928 252 306) 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 addressPayment information necessary to process transactionsService preferences and scheduling details
How we use your information:To provide, schedule, and manage your cleaning servicesTo communicate with you about your bookings, invoices, and remindersTo improve our services and customer experience
We do not:Sell, rent, or trade your personal information to third partiesShare 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 stephsglowingcleans@gmail.com.

Question 5

Terms of Service

Accepted Answer

By engaging Steph's Glowing Cleans 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: Steph's Glowing Cleans 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.

Question 6

Damage

Accepted Answer

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 0426762799 or stephsglowingcleans@gmail.com to lodge any concerns.

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