Our Cancellation Policy

At Pristine Professional Cleaning, we pride ourselves on maintaining strong communication with our clients, so most of our communication is done in writing for your reference and peace of mind.

If you make a one-off booking with us, your booking is confirmed as soon as you receive a booking confirmation email from us. If you have a regular, ongoing booking with us (for example a weekly or fortnightly clean) your booking is automatically confirmed for the same day and timeframe each week or fortnight.

There are no lock-in contracts with our services, however we do require a minimum of 24 hours notice to cancel, reschedule or suspend a clean. This can be done by phone call, email or sms to either of our phone lines, 0467 056 052 or 0484 234 792. As our cleaning staff don’t have arrange the rosters or have access to our booking schedule, we strongly advise you contact us directly about cancellations rather than only telling your cleaners. For your peace of mind, we confirm all cancellations in writing, by either sms or email.

For cancellations (or reschedule requests) with less than 24hrs notice given, a cancellation fee applies. Without adequate notice we do not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to one (1) hour of cleaning and is used to compensate staff for their loss of income.

Lock-outs

If we arrive for a scheduled booking but are unable to gain access to the property, eg. if you forget to leave out a key for us or if no one is home as arranged, we will always attempt to contact you first to see if there is an alternative way we can gain access or if someone could return to the property to let us in. Any time we spend waiting for access is billed as part of the clean. If we are not able to get in contact with you within a reasonable amount of time or access is not possible, there is also a call-out fee in addition to late cancellation fee. Lock-out fees (ie. cancellation + callout fee) are equal to two (2) hours of cleaning, and is used to compensate staff for their travel expenses and waiting time, as well as the loss of income.

To prevent either of these situations from occurring, we urge all clients to save the date(s) of their bookings into their diaries and to have a reminder system in place to advise us with adequate notice in the event that an upcoming clean needs to be cancelled or rescheduled. If you are in doubt about when your next scheduled booking is, feel free to contact us and we will confirm this with you.

If you have any other questions about our cancellation policy, please do not hesitate to get in touch.

• Once a booking is confirmed, minimum 24hrs notice is required for cancellations, reschedules or suspension of service
• Cancellations can be made by phone call, email or sms to 0467 056 052 or 0484 234 792
• Late cancellations, made without a minimum of 24hrs notice, will incur a cancellation fee
• Cancellation fees are equivalent to one (1) hour of cleaning
• Lock-outs, where we are unable to enter a property after making a call-out, incurs an additional call-out fee
• Lock-out fees (ie. cancellation + call-out fee) are equivalent to two (2) hours of cleaning