Policies

Lockout Policy

At Vaconcleaning, we highly value your time as well as our cleaners’. To avoid any disruptions, we kindly request that you ensure access to the property by leaving keys in the prearranged location or having someone available to let the cleaner in. We provide SMS reminders 24 hours before each scheduled service to help prevent lockouts, which can be frustrating for both parties.

If the cleaner arrives and is unable to access the property, we will immediately attempt to contact the responsible person(s) via phone or email. If we are unable to reach anyone within 15 minutes, a lockout fee will apply. In the event that contact is made and access is granted within 30 minutes, the cleaning will proceed as scheduled, but a $25 fee will be charged for lost time. The full lockout fee is 75% of the service cost, up to $150, and is intended to cover the cleaner’s time, travel, and lost income.

Late Cancellation Policy

We strive to provide a smooth and efficient experience for our clients and staff. Adequate notice is essential for us to adjust our schedule and offer the appointment slot to another client. While we understand that unexpected events may occur, frequent late cancellations will result in the termination of services. We do not charge a fee for occasional late cancellations, but we ask for your understanding and cooperation in providing timely notice to help us maintain efficient operations.

Payment Policy

One-off, vacate, and initial cleans:

For all one-off, vacate, and initial cleans, we require payment in full by the day before the service or a 50% deposit beforehand, with the balance due on the day of cleaning if the payer will be on-site.

Regular house cleans:

For regular weekly or fortnightly cleaning services, payment will be automatically charged to the card on file. For DVA, NDIS, or commercial clients, invoices will be issued as discussed prior to the commencement of services.