Booking Details: Your booking is only confirmed when you provide the following details: full name, mobile number, email address, physical address, parking instructions, and access instructions.

Availability: Our availability is subject to constant change.

Extra Services: Please inform us of any extra services you require before making the booking. This will help us prepare better for the job and estimate the time the cleaning will take.

Estimated Price: We can give you an estimated price based on the size of the property and requirements. However, please note that we cannot guarantee the exact number of hours the cleaning will take. If you have a maximum budget, please inform us, and we will specify any limitations in the service.

Cancellation Policy: We require at least 48 hours’ notice to cancel the service. Failing to do so will result in a last-minute cancellation fee of $50. If the cleaner has already driven to your property and the cleaning is suddenly cancelled, an extra call-out fee of $25 will be charged on top of the $50 fee ($75 total).

Assigned Cleaner: We cannot guarantee the same cleaner for every appointment. We will send the name of your assigned cleaner in a text reminder of your booking. We send out one cleaner per appointment.

Monthly Cleaning: We cannot guarantee the same cleaning day and time if our services are booked on a monthly basis. Monthly cleaning is subject to our current availability. We usually contact our monthly clients about a week before the cleaning to offer current spots to choose from if there are spots available.

Access to Property: Please ensure that someone is at home to let the cleaner in. Otherwise, the key must be left close to your property in a safe place, and we need to receive clear instructions on how to find the key. We recommend using a safe lockbox with a code. Green Magic will not be responsible for any key losses if the key was left in a place that is easily accessible to others, such as under the doormat or meter box.

Waiting Time: There will be an extra charge for waiting time of more than 30 minutes if the client fails to arrive on time to let the cleaner in.

Unwanted Items: We are not responsible for taking any unwanted items, rubbish, or green waste with us. We do not provide decluttering services, but we can help you with general tidying up. We also do not clean pet litter.

Renovation Work: We are not responsible for doing any renovation work. Some areas of the property may be uncleanable or permanently damaged, and there is nothing we can do.

Window and Oven Cleaning: We do not provide professional window or oven cleaning services.

Refusal to Provide Service: Our cleaners may refuse to provide the service if the property or circumstances are not safe, some areas are difficult to access, or the work requires heavy lifting or using specific tools or products provided by the client.

Additional Costs: Additional costs may apply if your suburb is located far from the CBD. If there is no free parking available, parking fees will be added to your invoice.

Payment: Payment must be made by transfer or direct debit. The payment details will be emailed on the invoice after every cleaning appointment. Payment needs to be processed within the due date to avoid additional fees. The invoice number must be written in the reference while making payment. We no longer accept cash payments.

Satisfaction Guarantee: If you are not satisfied with the cleaning service provided by our company, we offer a guarantee that our cleaners will return to complete the cleaning at no extra charge, subject to the following conditions:

– The cleaner was given sufficient time to complete the job, based on our minimum cleaning time per size of property.

– You must notify us by email within 24 hours of the completion of the cleaning service, providing feedback and attaching relevant pictures.

– The complaints raised must relate to tasks that are included in our General Cleaning Services or were agreed upon during the booking process.

– The complaints raised must relate to cleaning issues, and not to any renovation-related matters.

Service Quality: While we make every effort to ensure a consistently high standard of cleaning service, please note that there may be slight variations in service quality from appointment to appointment. Factors such as the condition of the property and the individual cleaning style of the cleaner may contribute to these differences. It is important to remember that our service is performed by human labour and therefore variations in quality may occur.