Cleaning Terms of Service

Last updated: October 2026

These terms cover bookings, payments, cancellations and what to expect when we clean. They apply to every booking, and when you confirm a booking, you agree to them.

Key points

Payment is set up before your first clean: set up direct debit through either Pinch Payments or GoCardless, or save your card through our secure link, and we take payment after each clean. We don't accept AMEX, international cards, cash, bank transfers or later invoices.
Cancel or reschedule at least 24 hours before your arrival time, not counting weekends or WA public holidays. Any later, and the full cost of your booking is charged.
To cancel, email contact@allpurecleaning.com.au any time, reply to our reminder text, or call (08) 6629 4494 during office hours. Telling your cleaner doesn't count.
We arrive between 8:30am and 2:30pm, Monday to Friday, and can't offer set times sorry.
We need a quick and easy way in and somewhere to park: a lockbox is best, plus one free parking bay for each team member (usually 2).
We only use our own natural products and equipment, never yours.
Please leave the cleaning to us and treat our team with respect. Otherwise, our team will leave and the full cost of your booking is charged.
Please don't have us clean if anyone at home is contagious.
Something not right? Tell us within 24 hours, with photos, and we'll fix it.

1. Bookings

We'll offer you a first clean, then a regular spot if you'd like one. Booked hours are estimates, and we'll always check with you before going over. Every booking is confirmed once payment is set up (see section 9).

First clean: we offer a date and an approximate arrival time. We don't book regular cleans automatically. After your first clean, we'll check in to see how it went and offer you a regular spot. If we don't hear back within 48 hours, we may offer that spot to someone else.
Regular cleans: weekly or fortnightly cleans are booked on the same day each week or fortnight, and are confirmed automatically.
Monthly cleans (every 4 weeks): we can't offer a fixed day. We'll offer you a time when one comes up, usually 1 to 2 days ahead, so we can't promise exactly every 4 weeks. If you are wanting a more reliable/fixed day, we recommend a fortnightly or weekly clean.
One-off cleans: confirmed once you receive our booking confirmation email and we have the details we've asked for as well as payment method received.

Time and extra tasks

Minimum booking and estimates: our minimum booking is 3 hours for all cleans in general. We will let you know what we think for your home in the first quote and may ask for more or less time once we have been to your place a few times. If we find we need more time, we'll check with you before going over.
Time limits: if you've set a maximum, our team will do as much as they can and leave when the time is up, which may leave some tasks undone. Time constraints can mean the team will need to rush so we always recommend booking the recommended time. We ask for your priorities, but please note that if the team is asked to clean a whole house in 3 hours, when it actually needs 4-5 hours, we can not guarantee our high standards sorry.
Extra tasks: please ask our office before your clean, not our cleaners on the day, as we will need to book more time for added tasks.
Your notes: we keep detailed notes about your home so any of our team can clean it the same way. Let us know if your priorities change. We are happy to work with you on your detailed notes too so everything is covered.

2. What's NOT included

We bring all our own natural products and equipment, and they're included in your rate.

NOT included in a regular clean:

insides of cupboards
high surfaces, ceilings and cornices
washing and ironing
ovens, rangehood filters and BBQs
windows and window tracks
blinds and curtains
delicate, antique or breakable items
ledges, and behind furniture or toilets, unless you ask us beforehand
cobwebs, unless you ask us beforehand and have provided a cobweb brush (we don't keep these in our standard kit)
rust
extremely cluttered or soiled areas
cleaning up after pets, or emptying nappy bins or potties
outdoor areas and gardens
anything that needs furniture lifted
cleaning walls

Extras: we can vacuum couches and clean fridges (inside and on top) as extras. Please ask our office before your clean, as we will need to book additional time.

Mould: we're not a mould removal service, so please don't ask our team to clean mould on walls, furniture, grout or silicone. It's a health risk, and our products aren't made for it. Mould in shower silicone can't be cleaned out easily, but a tile and grout company can replace the silicone (there's also a product which you can try called 'GlassGuard' which may help you remove it). For mould on walls or furniture, we recommend a building biologist or mould specialist, as it often points to a moisture or leak problem. We may refuse to clean a home where mould poses a risk to the team's health.

Hard water marks: Perth's hard water can leave calcium build-up on showers and tiles, and tiles can also get white, salty marks (efflorescence). We can't remove either with our products and in the time we have, but a tile and grout specialist can so feel free to reach out to one to help you there but we won't be able to assist sorry.

Other services: we also do rent inspection cleans, and we may be able to quote for internal cupboard cleaning, deep cleans and commercial cleaning. We don't offer vacate cleans, after-builders cleans, window cleaning, tile and grout cleaning, upholstery or carpet cleaning, or mould cleaning.

3. Arrival times and access

We clean Monday to Friday (not on WA public holidays), arriving between 8:30am and 2:30pm and finishing by 5pm at the latest. We can't offer set times due to circumstances outside of our control.

Reminders: we text you about 48 hours before your clean with an approximate arrival time. It can change on the day because of cancellations, staff illness, traffic or other client cancellations, so please don't plan your day around it. Your cleaner will often text when they're on the way, usually 5 to 30 minutes out. Our reminders are a courtesy, so please keep your own calendar reminder too: your cancellation deadline still applies if a reminder is late or doesn't arrive.
Monday cleans: your reminder arrives on Saturday, after your Friday cancellation deadline. After a public holiday, your reminder may also arrive after your deadline, so please keep your own calendar reminder.
Not sure when your next clean is? Contact us and we'll confirm it for you.
Getting in: you're welcome to be home to let us in, but you'll need to be available across our arrival window. We recommend a lockbox with your key, and sending us the code (and any new code) before your clean.
Keys: we don't hold client keys. If you leave a key in an agreed spot, we'll put it back where we found it unless you ask us to leave it inside. Keys left out are at your own risk.
Your cleaner: we can't promise the same cleaner every time as much as we would love to, as many of our team have children, studies and/or may need a more flexible schedule. Every cleaner works from your notes so feel free to let us know as much detail as possible to ensure consistency.

4. Parking

We need one free parking bay for each team member, usually two. If we can't park when we arrive, it's treated as a lock-out (see section 11).

Where: on your property, or legal parking right in front of it. Time-limited bays only count if the limit covers the whole clean.
Paid parking: if the only parking right in front is paid, we'll add the cost to your invoice.
Parking or access issues: please tell us before your first clean, and straight away if anything changes, so we can confirm whether we can take the booking.

We carry a lot of equipment, so we can't park further away and walk it in. It's also why we don't clean in the Perth or Fremantle CBD and sadly why we don't clean most apartments without easy access.

If finding your property or a parking space, waiting for access, or carrying equipment up lifts, stairs or along corridors takes more than a couple of minutes in total, that time is charged as part of your clean and may reduce what we can clean in the time we have booked. If we can, we'll stay longer to make it up, and the extra time is added to your bill at your usual rate for each team member. If we have another client straight after, we'll do as much as we can in the time left, but please note that some tasks may be left undone due to excessive time spent accessing the property.

This is one of the reasons we do not clean in the CBD (access is always an issue and incredibly time consuming and our staff are paid for time between jobs/waiting around) and some apartments can also be an issue. We also have products and the kit/vacuum etc to carry so it's not ideal for us. Please do not ask us to include waiting time in the clean as a free service, or refusal may offend and we may be required to cancel ongoing services. We appreciate your understanding on this matter.

5. Our products and equipment

We clean only with our own natural products and equipment, and won't use your cleaning products or tools, even if you ask sorry.

Natural products only. Many of our team work with us because we use natural products, and some are allergic to conventional chemical cleaners. We won't clean any home with chemical / conventional cleaners under any circumstances.
Our own equipment. Our team is trained on the products and equipment we bring, and our cleaning times are based on using them. We can't take time to learn your products or tools.
Prefer particular products? Please tell us before booking, as we may not be the right fit. If someone insists on other products during a clean, our team will politely say no. If we can't go ahead with our own products, we'll politely end the clean.

6. Our team

Every cleaner is chosen and trained by Candice and/or our Senior Administration Officer, and holds a current police clearance.

Checks: we check work history, references and ID when we hire, and keep police clearances on file and up to date.
Insurance: we hold public liability insurance, and our team is covered by workers' compensation.

7. Respect and safety

Our team will leave if anyone is rude or abusive, makes them feel unsafe, or starts cleaning alongside them. In each case, the full cost of your booking is charged (see section 12). We will also end a call if anyone is rude or abusive to us on a phone call.

Please leave the cleaning to us

Our service is a done-for-you clean. You're welcome to be home of course, but please give our team space to work.

Please don't take over or redo tasks while we're working, or use our equipment or products. This is for safety, and so we can work without interruption. It applies to everyone at the property, including family members, children, carers and support workers. It is preferable that children and pets are kept out of the way while we clean also as it can be distracting and hazardous to our team.

If anyone at the property starts cleaning alongside our team, our team will end the clean and leave. By cleaning alongside, we mean doing the cleaning we've been booked to do, such as wiping, dusting, vacuuming or mopping, while we're working. Everyday tidying is fine.

We have a set list of tasks we complete for a regular clean, but please let us know what’s important to you before we visit, and we’ll see if we can add those tasks on for you.

Respect for our team

Our cleaners and office team treat every client with respect, and we ask the same in return. We have a legal duty to keep our team safe at work, and that includes protecting them from abuse.

Our team will stop work and leave, without needing to give a warning, if anyone at the property:

is rude to them, or yells at, swears at, insults or belittles them
behaves in a threatening, aggressive or intimidating way
harasses them, including with sexual comments or behaviour
makes discriminatory comments or requests
puts them in a situation where they feel unsafe, such as an aggressive pet or a hazard we weren't told about
allows children or pets to get in our cleaning team's space potentially causing a hazard

Rudeness or abuse towards our office team, by phone, email or SMS, may also lead us to end your service.

8. Illness

Please don't have us clean if you or anyone at your property is unwell with a cold, flu, gastro or any other contagious illness. If our team gets sick, we have to cancel other clients' cleans, and our team may take it home to their families. Some of the people we clean for have weakened immune systems and are going through treatments, and for them a simple cold can mean a hospital stay.

Please don't keep someone who is sick in another room and have us clean around them. Young children especially touch every surface and can't stay in one room for hours, so the whole home is still a risk.

Give us 24 hours' notice (weekends and WA public holidays excluded) so we can reschedule. Short-notice cancellations due to illness may be charged as late cancellations. We know illness can't be planned, so we may waive the fee the first time, but repeat short-notice cancellations are charged.
If our team arrives and someone has signs of a contagious illness, such as vomiting, a fever or a heavy cold, our team may leave, and it's treated the same as a short-notice cancellation. Ongoing conditions that aren't contagious don't count.

We'd never knowingly send a sick team member into your home, and we ask for the same care in return. Thank you for helping protect our community.

Please note, sometimes our team members may wear a mask in your home for their own safety. We provide all PPE to staff so they can use them if it makes them feel more comfortable to.

9. Payment

You set up payment before your first clean, and we take it after each clean, so there's nothing to remember on the day. We don't book a clean until payment is set up. We love cleaning but not debt collecting, so we don't offer credit or invoices to pay later.

Direct debit (our preferred option): fill in Pinch Payment or GoCardless's secure online form once, and we'll collect each payment from your bank account after your clean.
Card: save your card through the secure link we send you via Pinch Payment. Nothing is charged until your clean is finished, and then we charge it on the day.
Card in person: you can also pay by card when your clean is finished, before our team leaves. If no one will be home at the end of your clean, please set up direct debit or save your card instead.
Cards we accept: Visa and Mastercard, credit or debit. We don't accept American Express (AMEX) or international cards.
We never ask you to email card details. Your card or bank details are stored by our secure payment provider, not by us.
No cash or bank transfers.
Invoices: every clean is invoiced, with GST shown, and we email your paid invoice, usually within 1 business day.
Failed payments: please keep your card or bank details up to date. If a payment declines or isn't made as agreed, a $10 fee applies each time we follow it up or try again. If it's still unpaid after 3 business days, regular cleans are paused until it's settled.

10. Cancelling, rescheduling and pausing

We need at least 24 hours' notice to cancel, reschedule or pause a clean, not counting weekends or WA public holidays. If you cancel or reschedule after that deadline, the full cost of your booking is charged.

How much notice we need

Count back 24 hours from your arrival time, skipping weekends and WA public holidays. Your arrival time is the one in your booking confirmation or latest reminder.

Your clean	Tell us by
Tuesday, 10am	Monday, 10am
Monday, 10am	Friday, 10am
Tuesday, 10am, after a Monday public holiday	Friday, 10am

If we haven't given you an estimated arrival time (it may be worth contacting us too), count back from 8:30am, when our arrival window starts. If we arrive later than expected on the day, your deadline doesn't change.

How to cancel or reschedule

Email contact@allpurecleaning.com.au at any time. We don't read emails outside office hours, but your notice counts from the time your email arrives, as long as that's before your deadline.
Reply to the reminder text we send before your clean. Your reply also needs to reach us before your deadline. For a Monday clean, that's the Friday before, so a reply over the weekend is too late sorry as we won't see it until Monday.
Call (08) 6629 4494 during office hours: Monday to Friday, 9am to 4:30pm. If your deadline falls outside these hours, please email or text.
Telling your cleaner doesn't count as notice. Our cleaners don't manage the roster or have access to the booking schedule so please ensure you always contact the office.
We confirm every cancellation or change in writing, by SMS or email. If you don't get a confirmation, please call us, as your message may not have reached us.

Late cancellation fee

If you cancel after your deadline, the full cost of your booking is charged. For example, cancelling a 4-hour booking late means paying for 4 hours. A late reschedule is charged the same way, and your new clean is then charged as normal.

The fee covers the time we reserved for you. We often turn away other clients to hold your spot, and many of our team are part-time staff who are paid for their rostered hours regardless. At short notice, we can't refill the time or re-roster our team.

Pausing regular cleans

You can pause regular cleans for up to 2 weeks and keep your usual day. After that, we may not be able to hold your spot, and you may need a new day or a place on our waitlist.

11. Lock-outs

If we can't get in when we arrive, we'll call or text you and wait up to 15 minutes while we try to sort out access. A lock-out includes when:

there's no key or lockbox code left for us
your lockbox code has changed and we weren't told
nobody is home to let us in as arranged
there's no suitable parking (see section 4)
anything else stops us getting in

If we still can't get in, our team will leave and the full cost of your booking is charged, the same as a late cancellation. If we do get in but had to wait more than a couple of minutes, the wait is charged as part of your clean (see section 4).

12. If we end a clean early or need to reschedule

If our team ends a clean early for any of the reasons in sections 5 or 7, the full cost of your booking is charged, the same as a late cancellation. That includes rude or abusive behaviour, unsafe situations, cleaning alongside our team, and not being able to use our own products. If our team leaves because someone is unwell, section 8 applies.

We'll follow up in writing by SMS or email, and we may decline future bookings or end your regular service. If you think a charge is wrong, let us know within 7 days and we'll review it.

If we can't make it, for example because a team member is sick, we'll tell you as soon as possible. We'll offer a replacement cleaner or another day during the week if available. There's no fee for the change, and you only pay for the clean when it goes ahead.

If your home needs a specialist clean

Our regular cleans are for homes that are kept in reasonable order. If our team arrives and finds your home needs much more than that, such as heavy build-up, piles of dirty dishes, rubbish or extreme clutter, or a home that hasn't been cleaned in a long time, we may decide not to go ahead with the clean. Homes in this condition usually need a specialist deep clean with stronger products, which we don't offer.

If this happens, our team will leave, we'll let you know why, and you won't be charged for the visit. We're happy to recommend someone who can help. To avoid a wasted trip, please tell us honestly about your home's condition when you book, and send us photos if we ask.

13. If something's not right

Please tell us within 24 hours of your clean, with photos and full details please, and we'll make it right. After that, it's hard to check what happened, as dust builds up and our team cleans several homes a day.

If something wasn't cleaned to our standard, we'll send our team back, usually the same or next day. For smaller issues, we may add free time at your next clean instead.
Tasks not done or cleaning standard not high because there wasn't enough booked time aren't faults. We can come back for another clean (minimum 3 hours) at our standard rates. Sadly if only 3 hours was booked when 4-5 hours was recommended and needed but we were requested to clean the whole house, we cannot guarantee the quality of the clean.

Wear and tear

We clean with gentle, natural products, but we're not responsible for normal wear and tear, or for things that were already worn or damaged before we cleaned. For example:

Markings on stovetops and appliances, like the symbols around knobs and dials, wear down over time with everyday use and cleaning, and markings that are already worn can come off during any clean. We won't replace a stovetop or appliance because its markings have faded or come off.
Items that are already old, worn or falling apart, such as shower screens, seals or fittings. We'll clean them carefully, but we can't make them look new, and we won't repair or replace them.
Etching, calcium build-up and efflorescence on tiles, glass and fittings (see section 2).

This doesn't limit your rights under the Australian Consumer Law.

14. Ending your service

There are no lock-in contracts. To stop regular cleans, just give us the usual notice before your next clean. If you're leaving because something isn't right, please tell us first, as we'd love the chance to fix it.

15. Contact us

Email: contact@allpurecleaning.com.au
Phone: (08) 6629 4494, Monday to Friday, 9am to 4:30pm. We're closed on weekends and public holidays and don't reply outside office hours.
Post: PO Box 600, Subiaco WA 6904
ABN: 60 145 529 301

Questions about these terms? Please get in touch, and we'll be happy to help.