Terms & Conditions

1.1 Applicability. These Terms and Conditions ("Terms") apply to all bookings made with Life is Maid ("Provider").
1.2 Acceptance. By making a booking, the client confirms they have read, understood, and agree to be bound by these Terms.
1.3 Availability of Terms. The current version is available at https://lifeismaid.com.au and may be updated from time to time.
1.4 Questions. Clients are encouraged to contact Life is Maid with questions before confirming a booking.

2.1 General Scope. Life is Maid provides regular and one-off residential and commercial cleaning services. Services cover general maintenance cleaning of indoor areas and surfaces accessible from floor level.
2.2 A detailed list of inclusions for each service can be found on our website at https://lifeismaid.com.au
2.3 Exclusions high-access/ladder work; external areas; removal of hazardous waste or hoarding situations.
2.4 Service Limitations. Cleaners may decline tasks outside the agreed scope even if requested on the day.

3.1 Booking Channels. Bookings may be made via website form, email, SMS, phone call, or social media DM. We recommend phone/SMS for urgent response, but all channels are accepted and monitored during working hours.
3.2 Information Required. To confirm a booking, clients must provide: full name, contact number and email, property address, parking and access instructions, service type/frequency, and any special requests agreed in advance.
3.3 Confirmation. A booking is only confirmed once Life is Maid issues written confirmation (email, SMS, or DM). Tentative requests or unconfirmed quotes do not secure a time slot.
3.4 Client Obligations. Clients must provide accurate information; ensure safe access; secure pets/children as needed; provide power, water, lighting, ventilation; and advise of any surfaces/items requiring special care.
3.5 Changes by Client. Any modifications (time/date/scope) must be communicated to our office in writing at least 24 hours in advance. Cleaners cannot accept or approve schedule changes directly.

4.1 Service Hours. Life is Maid operates Monday–Friday, 8:00am–5:00pm. Weekend or after-hours bookings may be arranged by prior agreement and may attract additional charges. Commercial cleaning can be arranged after hours, subject to planning around specific client needs.
4.2 Arrival Windows. Cleaners are scheduled with a typical one-hour arrival window (e.g., 9–10am). While punctuality is a priority, traffic and unforeseen circumstances may cause delays; we will notify clients as soon as possible.
4.3 Client Access. Clients must ensure access at the agreed time: be present; provide a key in a secure lockbox (preferred); or give clear building/concierge instructions in advance.
4.4 Parking. Clients are responsible for suitable parking close to the property. If only paid parking is available, the cost will be added to the invoice. Where no safe parking is available within reasonable distance, the service may be cancelled and a call-out fee may apply.
4.5 Waiting Fees & No-Shows. A 15-minute grace period applies if access is delayed. After this, a waiting fee may be charged depending on the duration of the delay. If access is not provided, the appointment will be treated as a no-show with a minimum 2-hour charge at the client’s applicable rate. The same minimum charge applies if cleaners attend but cannot commence due to unsafe conditions.

5.1 Quoted Prices. Quotes are estimates based on the property size and information provided, assuming reasonable cleanliness and tidiness.
5.2 Minimum Cleaning Times. A minimum call-out of 2 hours applies to all bookings and is not negotiable.
5.3 Variations Due to Condition. If the property requires more work than advised (e.g., heavy pet hair/clutter/irregular maintenance), additional time may be required. We will seek approval to extend time; if declined, core tasks will be prioritised within booked hours.
5.4 Fixed-Time Bookings. Where a maximum duration is requested, we will complete as much of the agreed scope as possible within that time; some tasks may remain unfinished. The full booked time will be charged.
5.5 Additional Services. Requests outside the agreed scope must be pre-approved by our office before the appointment. Cleaners are not authorised to change scope or pricing on site.
5.6 Parking Costs. Clients must provide free parking for the full booking duration. If free parking is unavailable, parking charges will be added to the invoice.
5.7 Other Costs. Reasonable additional costs (e.g., tolls, waiting time, client-requested materials) may be added where necessary.
5.8 Satisfaction Guarantee Caveat. The satisfaction policy applies where minimum time was honoured, the property was in reasonable condition, and information provided was accurate.

6.1 Payment Methods. Payment is due within 7 days unless otherwise agreed in writing. Accepted methods: bank transfer, direct debit, and credit card (surcharge applies). No cash payments.
6.2 Invoice Issuance. Invoices are issued by email after each service or on an agreed billing cycle for commercial clients.
6.3 Payment Reference. Clients must include the invoice number in the payment reference to avoid allocation delays and reminders.
6.4 Late Payment. If payment is overdue: reminder notices may be sent weekly; a $15 fixed admin late fee will be applied; services may be paused until payment is received; persistent non-payment may be referred to debt collection and associated costs added to the balance.
6.5 Commercial Clients. By prior arrangement, commercial clients may be offered extended terms (e.g., 7 or 14 days) approved in writing before services commence.
6.6 Recurring Payments. Where direct debit/recurring card payments are used via third-party processors, clients remain responsible for ensuring sufficient funds are available.

7.1 Notice Period. Clients must provide at least 24 hours’ notice to cancel or reschedule an appointment.
7.2 Late Cancellations. If less than 24 hours’ notice is provided, a $15 late cancellation fee applies. If the cleaner has already travelled to the property, an additional $50 call-out fee applies.
7.3 No-Show Policy. If the cleaner cannot gain access at the scheduled time due to client absence/incorrect instructions/missing keys or codes, the booking is charged at the minimum call-out (2 hours).
7.4 Rescheduling. Reschedules with 24 hours’ notice are subject to availability. Reschedules within 24 hours may incur the same fees as late cancellation. Each client is entitled to one free reschedule per year as a goodwill gesture.
7.5 Provider Cancellations. In rare cases (illness/emergencies/staff shortages), Life is Maid may cancel or reschedule. We’ll provide as much notice as possible and offer the next available appointment without penalty to the client.

8.1 Service Commitment. We strive to deliver consistent, high-quality cleaning. Variation may occur due to property condition, frequency, and individual technique.
8.2 Satisfaction Guarantee. If not satisfied, we will return to address the concern at no extra cost, subject to: (a) the issue is within the agreed scope; (b) minimum 2-hour booking and reasonable condition; (c) the issue is reported within 24 hours with photo evidence; (d) exclusions like permanent stains/discoloured grout/mould/calcium/wear-and-tear.
8.3 Alternative Remedy. If a re-clean is not possible due to scheduling or other valid reasons, we may provide a partial refund at our discretion.
8.4 Feedback Process. Provide specific feedback with photos where possible; send via email/SMS so it can be logged and actioned.
8.5 Limitations. Not applicable to specialised cleans, pre-existing damage, obstructed areas, or out-of-scope requests.
8.6 Resolution Priority. Timely, detailed feedback enables resolution. Ongoing dissatisfaction may lead to discontinuation of service to protect both parties.

9.1 Safe Environment. Clients must provide safe working conditions including power, water, ventilation, lighting, and safe entry/exit.
9.2 Unsuitable Conditions. We may refuse/stop service if conditions are unsafe/hazardous/unsuitable, including excessive clutter/hoarding/hazardous waste; unsafe flooring/structural risks; aggressive pets/occupants; illness/contagious disease; and biohazards (blood/bodily fluids/animal waste/needles).
9.3 Non-Standard Tasks. Cleaners will decline tasks outside scope or unsafe requests, including ladder/roof/elevated access; moving heavy items; using unsafe client-supplied products; or work requiring trades/specialist equipment.
9.4 Right to End Service. Sessions may be ended immediately if unsafe conditions are encountered. In such cases, the minimum 2-hour clean rate will be charged even if no cleaning is completed.
9.5 Duty of Disclosure. Clients must disclose known risks (e.g., asbestos, broken fixtures, faulty wiring, delicate surfaces). We are not liable for issues arising from undisclosed risks.
9.6 Other Providers. If other trades/services are on-site, clients must notify us. We are not responsible for disruptions, delays, or reduced quality caused by concurrent works.

10.1 Pets. Inform us in advance. Secure aggressive/anxious/disruptive pets. Complete removal of pet hair is not guaranteed. We do not clean or dispose of pet litter/cages/waste.
10.2 Children. Children must be supervised and kept clear of active work areas. Clients remain liable for accidents or incidents caused by unsupervised children during the service.
10.3 Conduct. Clients/occupants must treat staff with respect. Abusive, threatening, or inappropriate behaviour may result in immediate termination of service.
10.4 Independence. Cleaners must be allowed to work independently. Excessive supervision/interruptions/assistance may extend contracted hours or void the satisfaction guarantee.
10.5 Unsafe Behaviour. Service may be terminated immediately if staff feel unsafe due to pets/children/behaviour. Charges may still apply for the time booked.

11.1 Accidental Damage. Cleaners report incidents immediately to the client (if present) and Life is Maid.
11.2 Client Notification. Clients must notify us in writing with photos within 24 hours of service to enable a fair investigation.
11.3 Exclusions. We are not responsible for damage from pre-existing wear/defects/fragility; deteriorated/unsuitable surfaces; client-supplied products/equipment; work performed against our advice; or unforeseen risks despite reasonable care.
11.4 High-Risk & Irreplaceable Items. Clients must identify fragile/antique/high-value items; delicate/unusual surfaces; sentimental/irreplaceable items. We may refuse to clean such items or require a signed waiver.
11.5 Liability Cap. Where we accept liability, it is limited to the lesser of repair cost or fair replacement value (allowing for depreciation). We are not liable for consequential or indirect losses, including sentimental value or business interruption.
11.6 Other Providers. We are not liable where other providers are on-site and may have contributed to the issue.
11.7 Right to Refuse Fragile Items. Cleaners may refuse to clean fragile/delicate items where the risk of damage is too high.
11.8 Insurance. Life is Maid holds appropriate public liability insurance; details available upon request.

12.1 Cleaning Materials. Life is Maid provides clean, sanitised cloths and mop pads for each property to minimise cross-contamination risk.
12.2 Products. We use general-purpose products suitable for most surfaces. Eco or specialty products can be requested in advance; specialty products not normally supplied may incur additional charges.
12.3 Client-Supplied Equipment. At a client’s request we may use client-supplied products/equipment; in such cases, Life is Maid accepts no responsibility for outcomes, damage, or health/safety issues arising from those supplies.
12.4 Limitations. While precautions are taken, cross-contamination cannot be eliminated entirely. Life is Maid excludes responsibility for cross-contamination (including allergens/bacteria transfer).
12.5 Health & Safety. Clients must notify us if anyone at the property is unwell/contagious/under isolation. Cleaners may refuse or reschedule if health risks are considered too high.

13.1 Professional Conduct. Staff are expected to act respectfully, professionally, and ethically while on client premises.
13.2 Cleaner Substitution. While we aim for consistency, the same cleaner cannot be guaranteed. Substitutions may occur due to illness/leave/scheduling needs; clients will be notified where possible.
13.3 Supervision & Training. All staff receive training, police checks, and insurance coverage before assignment.
13.4 Non-Solicitation. Clients agree not to directly or indirectly employ/contract/engage Life is Maid cleaners for private work during their time as a client and for 12 months after their last booking. Breach may result in legal action and recovery of associated costs.
13.5 Respect & Safety. Services may be terminated immediately if staff experience harassment/discrimination/unsafe conditions.
13.6 Work Communication. Staff may use mobile phones briefly for work-related communication (instructions from management or emergencies).
13.7 Rostering & Communication. Life is Maid manages all rostering/rescheduling/task changes. Clients must not contact cleaners directly for changes; requests must go through Life is Maid.

14.1 Photography. Cleaners may take photos of specific areas for internal records, training, or insurance. Photos will not be shared publicly without client consent.
14.2 Client Consent for Marketing. With prior written consent, before/after photos may be used for marketing (website/social media) without personal identifiers.
14.3 Call Recording. Calls to and from Life is Maid may be recorded for training, quality assurance, and record-keeping.
14.4 Privacy & Data Protection. Client details are stored securely and used only to provide services. We comply with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

15.1 Booking & Scheduling Tools. Life is Maid may use third-party platforms to manage bookings, reminders, and communications.
15.2 Payment Processing. For certain services, payments may be processed via third-party providers.
15.3 Data Handling. Client information shared with third-party providers is limited to what is necessary to complete bookings, scheduling, or payments and handled per Life is Maid’s Privacy Policy.

16.1 Definition. Life is Maid will not be held liable for failure or delay in performing obligations where caused by events beyond our reasonable control ("Events Beyond Our Control").
16.2 Examples. Such events include natural disasters; government restrictions or lockdowns; strikes or widespread illness; power or major transport disruptions; and pandemics/public health emergencies.
16.3 Consequences. We may cancel/reschedule appointments without liability and adjust timelines as reasonably necessary.
16.4 Prepaid Services. Where services are prepaid and cannot proceed due to such events, they will be rescheduled rather than refunded unless otherwise agreed in writing.
16.5 Mutual Application. This protection applies equally to both parties; clients will not be held liable for delays/cancellations directly caused by such events.

17.1 Right to Update. Life is Maid may update or modify these Terms at any time. Updates take effect immediately upon being published on our website.
17.2 Client Notification. Significant changes may be communicated via email/SMS at Life is Maid’s discretion. Clients should review the Terms periodically.
17.3 Continued Use. By continuing to use Life is Maid services after publication of changes, clients are deemed to have accepted the updated Terms.

18.1 Governing Law. These Terms are governed by the laws of Western Australia. Disputes are subject to the exclusive jurisdiction of the courts of Western Australia.
18.2 Complaints Procedure. Dissatisfied clients should first raise concerns in writing via email, including supporting details and photos where relevant.
18.3 Resolution. Life is Maid will review complaints promptly and, where appropriate, offer remedies such as re-cleaning, partial refunds, or other fair solutions in line with our Satisfaction Policy.
18.4 Escalation. If a complaint cannot be resolved internally, clients may seek assistance through relevant consumer protection agencies.