Scope of work: Green Magic Cleaning specialises in general maintenance cleaning only, whether it’s an ongoing schedule or a one-off appointment. Our service is limited to indoor areas and surfaces accessible from floor level: general cleaning of the kitchen, bathrooms and toilets, laundry area, bedrooms, and living areas, including basic dusting, general tidying, vacuuming, and mopping.

Our cleaners:
– We cannot guarantee the same cleaner for every appointment, regardless of the frequency of your bookings. You will always receive a text reminder with the name of the cleaner assigned to your appointment.
– Please rest assured that we never send random cleaners to your home. All our team members are rigorously interviewed, trained, insured, and Police Cleared. For this reason, cancellation fees apply if we receive a last-minute cancellation based on the cleaner being substituted.
– If you have any specific requests for your booking, feel free to email us any notes or photos with instructions. We’ll add them to the work order, so your preferences are readily available for the cleaner’s reference, saving you the need to repeat instructions. Please be aware that some cleaners may not be fluent in English, and giving instructions on the day could lead to misunderstandings and affect the quality of the service.
– We send one cleaner per appointment.

Our goal and what to expect: Our aim is to help busy households keep their cleanliness under control. This means we will help your home look and feel clean, fresh and tidier. However, imperfections – such as no guarantee of calcium build-up or mould removal, limited dusting in hard-to-reach areas, and incomplete pet hair removal – may occur, as it is not a deep clean. The state of the property, intervals between cleaning appointments, and the need for additional tidying may affect the overall cleaning quality, and results may slightly vary after each appointment. We don’t expect you to tidy before our cleaner arrives; however, please keep in mind that the tidier the home is, the more time the cleaner can actually focus on cleaning.

Service quality: While we make every effort to ensure a consistently high standard of cleaning, please note that there may be slight variations in quality from appointment to appointment. The individual cleaning style and experience of each cleaner may contribute to these differences. It is important to remember that our service is carried out by human labour, so some inconsistencies in results may occur.

Feedback on our services: We believe honest communication is key to success. We welcome your genuine feedback after your first cleaning appointment or at any time you feel the service quality could be improved. Positive feedback is also very welcome and is passed on to our cleaners. We will always listen to your comments and act on them promptly. The last thing we want is for you to be left dissatisfied, hoping the service will improve, while we remain unaware of any concerns. The best way to provide your feedback is via email. Please tell us exactly which areas were not cleaned to your satisfaction or were missed. Please attach pictures that clearly show what the issue is (e.g. dust left on a shelf, a missed spot, etc.) and where in the house it is located (not just a close-up with no reference). We’ll share them with the cleaner and/or save them in our system for future reference. Resolving issues is a top priority for our team – but we can only do so if we know about them. That’s why open and timely communication is essential.

Service limitations: Please carefully read our list of service exclusions at the link below. We do not provide deep, spring, end of lease, vacate, vacant property, post-renovation cleaning, or other specialised services. We strongly recommend engaging cleaning companies that specialise in these types of cleaning for the best results. Our cleaners are instructed to decline any jobs that fall outside our defined scope of work. Please review the full list of our service limitations: https://greenmagic.com.au/our-service/#service-limitations

Vacant properties: GMC does not clean vacant / unfurnished properties, even if it is not for an end of lease cleaning service. Cleaning vacant / unfurnished properties often involves additional tasks, such as dusting and wiping areas that fall outside our scope of work, and we are not equipped for these services.

Cleaning frequency options:
1. Regular ongoing (the same day and time) schedules:
– Weekly
– Fortnightly
2. Ad-hoc schedules (subject to availability)
– One-off
– Monthly
– Every 3 weeks or more
* We are unable to guarantee the same cleaner, regardless of the schedule.
Ad-hoc (monthly and every x-weeks) appointment email follow-ups: If you choose to book an ad-hoc schedule – monthly or every x-weeks – our team will add you to our follow-up email list. We’ll contact you via email each month (or according to your chosen frequency) to offer available spots. Please note this arrangement is subject to availability, so if you do not receive a follow-up, it means we are fully booked. We typically reach out about a week before your expected cleaning to offer available options. Please be aware that we cannot guarantee the same cleaning day and time for ad-hoc bookings. It’s also important to note that the overall quality of service may differ from weekly or fortnightly appointments due to the longer intervals between cleans.

Booking process:
1. Fill out our form at www.greenmagic.com.au/book-now
You will then receive a quote via email. On some occasions, we may follow up to request additional information about your property and requirements. All necessary information about our services, availability, pricing, and a request to confirm your details will be sent to you via email.
2. Once your details are provided, we will email you back with your booking confirmation. Please note that we do not take bookings via social media communication channels, WhatsApp, SMS or phone calls.

Booking Details: Your booking is only confirmed when you provided the following details (even if you already filled them out in our enquiry form on our website, we will still need to double-check them in our confirmation email):
– Full name:
– Mobile:
– E-mail:
– Address:
– Parking Instructions:
– Access Instructions:
– How did you hear about us:

Availability: Our availability is subject to constant change, and the spots offered in our quote may also be offered to other clients. Responding in a timely manner increases your chances of securing your preferred time slot. Our services are available Monday to Friday only, between 8am and 5pm.

Extra services and modifications to original bookings: Any extra services requests or modifications to your original booking must be discussed directly with our Management Team via email, either at the time of booking or at least 48 hours prior to your appointment. This helps us prepare properly for the job and estimate the time required. Please note that we may not always be able to modify your original booking. Our cleaners must not be contacted regarding any rescheduling or cancellation requests, as they do not manage the roster.

Example 1: If the client books a 4-hour appointment but, for any reason, requests the cleaner to finish earlier, the full 4-hour fee will still apply.

Example 2: If the client requests extra tasks during the appointment, the cleaner may decline to manage their time effectively and ensure all basic tasks included in our general cleaning package are completed.

Minimum cleaning time: Please review our minimum cleaning time for each property size outlined in the initial quote email. We are unable to offer discounts based on how quickly a previous cleaning provider completed the work. Our minimum cleaning times are clearly stated and are designed to reduce the risk of rushed jobs and accidental property damage and accidents.

Estimated price: The price we provide is an estimate only and is based on the property size and requirements you have provided. This estimate assumes the property is in a reasonable state of cleanliness and tidiness (normal usage – not, for example, after-party cleaning, post-renovation, hoarding situations, or mess that has accumulated over an extended period). Please review the minimum cleaning times included in your quote. These minimum times will not be adjusted based on how quickly a previous cleaning provider completed the work. Extra time might me requested depending on the state of the property (subject to availability). If you have a maximum budget, please let us know in advance so we can outline any service limitations and help avoid additional charges.

Cancellation policy: We require at least 48 hours’ notice to cancel the service. Failing to do so will incur a last-minute cancellation fee of $50. If the cleaner has already travelled to your property and the cleaning is cancelled upon arrival, an additional call-out fee of $25 will apply, bringing the total fee to $75.

Payment: Payment must be made via bank transfer or direct debit. We do not accept cash payments and credit card payments. Payment details will be included on the invoice emailed after each cleaning appointment. Payment must be processed by the due date (24 hours from the moment the invoice was sent) to avoid additional fees or cancellation of future appointments. The invoice number must be included in the payment reference.
In the case of non-payment, GMC will send daily reminders and may engage a debt collection agency if no action is taken. If no invoice number is provided in your payment reference, we may not be able to locate your payment, which could result in ongoing payment reminders.

Access to property: Please ensure that someone is at home to let the cleaner in. If this is not possible, the key must be left near the property in a safe place, and clear instructions must be provided on how to locate it. We recommend using a secure lockbox with a code.
GMC will not be held responsible for any lost keys if they are left in locations that are easily accessible to others, such as under the doormat or inside the meter box. Our cleaners are instructed not to take any keys or access devices home with them and to return them to the same spot they were found, unless alternative instructions are provided to our office in writing via email. A cancellation fee will apply if the client cancels the appointment with less than 48 hours’ notice due to being unable to be home during the cleaning or forgot to provide access.

Starting and finishing time: While we strive for punctuality, traffic and unexpected events may occasionally cause the cleaner to arrive late. Our cleaners’ safety is our priority, and although we advise them to leave early to account for traffic, we do not expect them to speed if something unexpected occurs during their commute. If the cleaner arrives late, they will be asked to stay longer to complete the full booked time. We strongly recommend having a backup plan, such as leaving a key in a secure lockbox, in case you are unable to be at the property to let the cleaner in.

Right to adjust booking time: Due to unexpected events, such as last-minute sickness, emergencies or temporary staff shortage, we’ll do our best to send another cleaner for your appointment, and our team may need to adjust your booking time at short notice – for example, from 8am to 9am, or from 1pm to 2pm. You will be informed of any changes via email or SMS reminder. To avoid any disruption, always ensure you have a backup plan in place, such as leaving a lockbox with a key for the cleaner in case you are unable to personally provide access.

Right to refuse providing service: GMC reserves the right to refuse service if a property or situation is deemed unsafe, involves difficult access, requires heavy lifting, the use of unsuitable client-provided tools or products, or requests the cleaner to work without footwear. Our cleaners are also instructed to decline any tasks that fall outside our defined scope of work, as outlined on our website. We may also refuse service if there are other service providers working at the property who may disrupt our work or create safety hazards, if there is no access to essential utilities such as power or water, or if someone in the household is unwell and may pose a risk of infection to the cleaner. GMC will also refuse service to any client who treats our cleaning or office staff in a disrespectful or inappropriate manner.

Right to end collaboration: GMC reserves the right to end collaboration with a client effective immediately in cases of ongoing late payments, offensive behaviour towards staff, frequent last-minute cancellations or last-minute service rescheduling/modifications, engaging our cleaners’ services privately, unsafe property conditions, or repeated attempts to pressure cleaners into performing tasks outside our service offering. If a client remains consistently dissatisfied despite our best efforts to meet expectations, we may also discontinue the service to avoid further disappointment for both parties.

Wearing footwear: As a safety requirement, our cleaners must wear closed-toe shoes during the cleaning. The cleaner or management will refuse to provide the service if the client has not informed us in advance of a no-shoes preference or attempts to convince the cleaner to remove their shoes upon arrival. The same applies to shoe covers or any footwear provided by the client, which will not be accepted. If your household follows a no-shoes policy, GMC may not be the right service for your needs.

Unwanted items and rubbish: Rubbish disposal to the outdoor bins is included in our service. However, our cleaners are not responsible for taking any unwanted items or rubbish with them. Obvious rubbish will be removed during the cleaning. If there are items that may appear to be rubbish but are not (e.g. receipts, packaging, etc.), please place them in a secure spot such as a drawer to avoid accidental disposal.

Waiting time: An extra charge will apply if the cleaner has to wait more than 15 minutes to be let in and no key or access device has been made available. In such cases, we will attempt to contact you via phone call and SMS. If we do not receive a response, a cancellation fee of $75 will be charged.

Additional costs: Additional costs will apply if there is no free parking available: parking fees that the cleaner covered upfront will be added to your invoice.

Parking: The client must arrange a free parking spot for the cleaner close to the property, for the whole duration of the booking. If free parking is not available, any public parking fees paid by the cleaner will be added to the cleaning cost. We strongly recommend providing clear parking instructions if parking is difficult to find – you may attach a map, which we will save in our system for future reference. We may be unable to proceed with the cleaning if the available parking is too far from the property, as our cleaners work alone and need to carry all their equipment from their vehicle to the premises.

Satisfaction Guarantee: If you are not satisfied with the cleaning service provided, we offer a guarantee that our cleaners will return to complete the job at no extra cost, subject to the following conditions:
– The cleaner was given sufficient time to complete the job, based on the minimum required cleaning time for the property size and its general level of cleanliness and tidiness.
– You must notify us by email within 24 hours after the cleaning, including clear feedback and photos.
– The issue must relate to tasks covered by GMC or those agreed upon during booking.
– The issue must relate strictly to cleaning, not renovation-related matters.
– The issue must not concern areas where we cannot guarantee 100% successful results, such as discoloured shower grout, mould, calcium build-up, or other hard residue that has developed gradually over time. However, we may suggest giving it another try.
Please refer to our full scope of work here: https://greenmagic.com.au/our-service/#service-limitations

Pets: We are a pet-friendly business; however, there are a few important things to keep in mind:
1. Please always inform us in advance if you have any pets. Pets should be kept outdoors or in a separate area during the cleaning to avoid disruption.
2. Let us know ahead of time if:
– You have indoor pets that cannot be let outside. In this case, we strongly recommend having someone at home to ensure pets don’t accidentally escape while the cleaner is bringing equipment in and out.
– Any of your pets may be aggressive or become agitated when meeting our cleaner.
– Your pets shed fur on carpets and upholstery. Please note that although we will do our best, we may not be able to remove all pet hair entirely from surfaces.
3. Please note that we do not clean, empty, or dispose of pet litter.

Children & safety: For safety and efficiency, we recommend having a quick plan in place before the cleaning begins if children will be present. For example, they can play in one area while the cleaner works in another. Please note that the presence of other people in the home and use of areas during the service may affect the overall efficiency and quality of the cleaning.

Allowing cleaner to work independently: The cleaner must be allowed to work independently, otherwise we won’t be able to take responsibility for the quality of the job. Our cleaners often follow their own systems and routines, which can be disrupted if the client attempts to assist, frequently checks on their work or timing, or gives ongoing instructions throughout the service. You are welcome to walk the cleaner through the property before they begin and check the results once the job is almost completed, and the cleaner is still at your home. This way, if you feel that any area was missed, the cleaner can address it before leaving. To avoid any miscommunication, we strongly recommend sharing your specific requirements with our office during the booking process. These instructions will be added to the cleaner’s work order for their reference.

Other service providers on site: Please let us know in advance if any renovations or other service providers will be working at your property during your scheduled cleaning. Depending on the type of work, we may recommend rescheduling if the environment is likely to be inefficient or unsafe for cleaning (e.g. due to dust, wet floors, or limited access). GMC will not be responsible for any damage or reduced cleaning quality if other services are present at the property at the same time.

Damage: Our cleaners are trained to report any accidental damage to both our office and the client (if present at the property). Once notified, we will contact you via email with details and photos, if available. The issue will be assessed, and appropriate steps will be taken where applicable.
If you notice any damage after the service, please notify us by email within 24 hours and include supporting evidence (e.g. photos). This timeframe allows us to investigate the matter thoroughly and fairly. Please note that GMC cannot be held responsible for damage resulting from general wear and tear or pre-existing issues, such as a rusty tap breaking during routine cleaning. Some items may be left uncleaned if the cleaner reasonably believes that cleaning them could cause damage. However, in certain cases, risks may not be visible beforehand, and the cleaner may proceed with best intentions.

GMC is also not liable for any damage if:
– Another service provider was working at the property during the same appointment;
– The damage was caused by unsuitable cleaning products or tools supplied by the client.

To help avoid misunderstandings, we kindly ask clients to inform us in advance about any items, surfaces, or areas that:
– Should not be cleaned to avoid damage;
– Are in poor condition or especially prone to damage;
– Are made of delicate materials requiring specific or non-obvious care;
– Carry a high risk of damage during standard cleaning procedures;
– Are irreplaceable or very difficult to replace, such as sentimental objects, artwork, or valuable collections.

We may not accept liability for damage resulting from the absence of such information. Clear communication helps us deliver a safer and more effective service.

Hygiene & cross-contamination: We take every precaution to maintain high hygiene standards and minimise the risk of cross-contamination between homes. Freshly washed cloths and mop pads are used at each property. However, we cannot guarantee that cross-contamination is completely avoided. If you have concerns, you may request that the cleaner use your own equipment and products. This must be arranged in advance by contacting our office via email. Please note that using your own supplies will not affect the service price.

Sickness: Both our cleaners and clients are encouraged to inform us as soon as possible if they are experiencing any symptoms of illness, so the appointment can be rescheduled. Please note that our standard cancellation fee will still apply if the appointment is cancelled due to sickness. In cases where a cleaner falls ill, we may need to cancel your appointment at short notice (e.g. on the morning of the service). However, we will always do our best to send a replacement cleaner for your booked spot or reschedule your appointment to the nearest available time.

Anti-discrimination and equal opportunity policy: GMC is committed to maintaining a respectful, inclusive, and discrimination-free environment for our clients, cleaners, and office staff. All hiring decisions are based solely on merit – such as skills, attitude, and work ethic – without consideration of gender, age, nationality, or background. All cleaners undergo a thorough recruitment process, including police clearance and structured interviews. While not all staff are native English speakers, our office team is always available to assist with communication throughout the service. We kindly ask clients to refrain from making requests based on gender, age, nationality, or ethnicity. Concerns about service quality or staff conduct are taken seriously and will be addressed promptly by our team.
If you are not comfortable with this policy for any medical or personal reason, please contact our office before your booking so we can discuss suitable arrangements.

Taking photos at your property: On some occasions, our cleaner may take photos of specific areas – such as grout discolouration or certain surfaces – to seek advice from our team on the most suitable cleaning methods, or pre-existing damage. These photos are used strictly for internal reference or training purposes and will never be shared on social media or with external parties. If you do not consent to any photos being taken at your property, please let us know before your cleaning appointment.

Cleaner using mobile phone during service: On rare occasions, the cleaner may briefly check their mobile phone for instructions from our office team or to request information about cleaning techniques for more delicate or challenging surfaces. This is done to ensure the best possible outcome and to avoid any potential damage.

Phone call recording: Phone calls may be recorded for training purposes and quality assurance.

Non-solicitation: The client acknowledges that GMC invests significant time and financial resources into the marketing, recruitment, onboarding, and training of its cleaners. For this reason, unless written permission is provided by GMC, the client agrees not to directly or indirectly employ, contract, or engage any cleaner introduced by GMC to perform cleaning services privately – whether for themselves or for anyone associated with them – at any time during their use of GMC’s services or within 12 months following their last appointment. The client understands that any breach of this clause may result in loss or damage to GMC, including potential consequential losses.

Intellectual Property: All content on the GMC website, social media and other online or printed resources, including text, images, logos, policies, and training materials – is the property of GMC and may not be copied, reused, or distributed without our written permission.

Marketing materials: All marketing materials on our website and social media are for illustration purposes only. To protect the privacy of our clients, many of the photos used do not represent actual properties we clean. Images are intended to convey the general style and standard of our services.

Third-party software and payment services: GMC may use third-party platforms to manage bookings, scheduling, customer support, and payment processing (including direct debit). While we make every effort to work with reputable providers, we do not accept responsibility for any errors, data loss, financial charges, or service interruptions caused by these external platforms. Clients are responsible for ensuring the accuracy and security of the information they provide when using these systems and engage GMC with an understanding of this risk.

Force majeure: GMC shall not be held liable for any failure or delay in fulfilling our obligations where such failure or delay is caused by events beyond our reasonable control. This includes, but is not limited to, natural disasters, severe weather, government restrictions, labour strikes, pandemics, power outages, or other unforeseen disruptions. In such circumstances, we reserve the right to cancel or reschedule appointments without liability.

Changes to this agreement: GMC reserves the right to update or modify these T&C at any time without prior notice. Any changes will take effect immediately upon being published on our website.