Policies & Service Terms

Lockout Policy

We respect your time and our cleaners' time. Please ensure keys are left in the place agreed before your service, or have someone available to let the cleaner in.

SMS reminders are sent 24 hours before cleans to help prevent lockouts.

• If the cleaner arrives and can't access the home, we contact the responsible person immediately.
• If we cannot reach the responsible person within 15 minutes, a lockout fee applies.
• If contact is made and entry happens within 30 minutes, the clean continues and a small lost time fee may apply (if needed).

This fee is used as compensation for cleaner travel, time, and lost income from the scheduled booking.

Late Cancellation Policy

We're committed to a smooth, reliable experience for both customers and our team. To keep scheduling fair, cancellations require notice.

• Cancellations require a minimum of 24 hours' notice.
• Late cancellations (less than 24 hours) incur a fee.
• We aim to be reasonable in genuine emergencies, but repeated late cancellations may result in termination of services.

Payment Policy

once off, vacate, and initial cleans:

• Payment in full the day before cleaning, OR
• 50% deposit before cleaning and the balance paid on the day if the payer will be at the property.

Regular house cleans:

• Payment: Payment is due upon completion of each cleaning service. Customers are required to provide a valid debit or credit card, which may be securely stored with our payment provider for the purpose of processing payment.
• Automatic payment: The agreed cleaning fee will be automatically charged to the nominated payment method upon completion of the service.
• Alternative payment: Payment by bank transfer may be accepted by invoice where this arrangement has been agreed with Klearer Services prior to the service.
• Failed payments: If an automatic payment is unsuccessful, Klearer Services will contact the customer and may make additional attempts to process the outstanding payment. Customers remain responsible for any outstanding balance. Services may be suspended until outstanding payments are resolved. Any reasonable costs directly incurred as a result of a failed payment may be recovered where permitted by applicable law.

Property Damage & Breakages

We take care in every home and workplace. If something is damaged or broken during a service, we want to know straight away so we can look into it and make it right.

• Earlier notice and photos help us investigate fairly and resolve the issue faster.
• Claims reported after 7 days may be harder to verify and may not be accepted.
• Please do not discard damaged items until we have reviewed the report (where practical).
• existing damage, wear and tear, or items not secured before the clean may not be covered.
• Where appropriate, valid claims may be handled through our insurance or a fair remedy (repair, replacement, or credit) at our discretion.

Contact us at info@klearerservices.com or 0428 877 256 with photos attached.

Missed Areas & Quality Concerns

If something was missed or you are not happy with the result, tell us within 24 hours of the service.

• Send photos of the missed area where possible, this helps us send the right person back or fix it quickly.
• We will return to address verified misses at no extra cost where our satisfaction guarantee applies.
• Issues reported late or outside the agreed scope may require a new quote or additional visit.

Access, Safety & Your Belongings

• Please provide safe access and let us know about hazards (loose steps, aggressive pets, chemicals, etc.).
• Secure cash, jewellery, documents, and valuables before we arrive, we are not responsible for unsecured items.
• Let us know about fragile, sentimental, or valuable items so cleaners can work around them carefully.
• We may pause or decline work if the site is unsafe for our team.

What We Expect From Our Cleaners

Every Klearer Services cleaner is expected to meet these standards on every visit:

• Arrive on time and follow the agreed checklist and scope for the booking.
• Behave professionally and respect client privacy, property, and confidentiality.
• Use approved products and equipment; ask before using client supplied chemicals.
• Report damage, breakages, or safety issues to the office immediately with photos, before leaving the property where possible.
• Do not move cash, cards, keys (except as agreed), medications, or personal documents.
• Do not admit fault or promise compensation onsite, escalate to management.
• Do not bring unauthorised persons or subcontractors to a job.
• Decline or stop work if the environment is unsafe, and notify the client and office.

Background & insurance

Team members are police checked and vetted before joining us. We maintain appropriate insurance for our operations. Details can be provided on request for commercial or agency bookings.

Privacy & Data Collection

Klearer Services Pty Ltd respects your privacy. This summary explains how we handle personal information in line with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

What we collect

• Contact details (name, phone, email, address, suburb).
• Booking and service information (property type, access notes, scope, invoices).
• Communications (emails, messages, calls, and quote form submissions).
• Photos you or our team provide for damage claims, quality issues, or scope confirmation.
• Basic website usage data (e.g. pages visited) if you accept analytics cookies on our site.

Cookies & analytics

If we enable Google Analytics, a cookie banner lets you accept or reject optional cookies. Analytics only runs if you choose Accept. Essential cookies (such as remembering your cookie choice) may still be stored. You can change your mind by clearing site data in your browser or contacting us.

Why we collect it

• To provide quotes, schedule cleans, invoice, and communicate about your service.
• To investigate complaints, damage reports, and quality concerns.
• To meet legal, tax, and insurance obligations.
• To improve our website and customer experience (where analytics are used).

Who we share it with

• We do not sell your personal information to marketers.
• We may share data only where needed with insurers, accountants, IT/booking providers, or authorities when required by law.
• Some providers may store data overseas; we take reasonable steps to ensure appropriate handling.

Security, retention & your rights

• We use reasonable technical and organisational measures to protect your information.
• We keep records only as long as needed for operations, legal, or insurance purposes, then delete or remove identifying details where practical.
• You may request access to, or correction of, your personal information by contacting us.
• You may complain to us about privacy; if unresolved, you may contact the Office of the Australian Information Commissioner (OAIC).