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Terms of Service

If you book a cleaning with Miracle Maid, you agree to our following Terms of Service. Miracle Maid is a digital platform that allows clients to book cleaning and other services. If you have any questions regarding these terms, please email or call us and we will be happy to explain them in further detail.

LABOUR HOUR

A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore, a team of 2 professionals completing 1 hour of work is 2 labour hours. If you have any questions regarding labour hours or billing procedures, please call the office prior to your scheduled cleaning.

We have a 3 labour hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.

RATE CHANGES

All prices based on the number of bedrooms & bathrooms inside your home are based on time averages based. Most of our cleaning are completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. The rates of a standard cleaning home are based on the following assumptions of maximum cleaning time in Labour Hours as defined above.

Home SizeTime Limit
1 Bedroom3.0 Hours
2 Bedrooms3.5 Hours
3 Bedrooms4.0 Hours
4 Bedrooms5.0 Hours
5 Bedrooms6.0 Hours
6 Bedrooms+7.0 Hours

Miracle Maid reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the cleaning time will exceed significantly from our maximum time assumption.

HAPPINESS GUARANTEE

Our Happiness Guarantee represents our commitment to you. Should you have a concern with our cleaning service you have received, we will work with you to make it right.

Here’s the procedure:

  • Call us within 48 hours of your cleaning and provide us with details of your concerns and/or issues.
  • Photos of concerned areas may be required prior to revisit or refunds.
  • 48 hours grace period is given for End-of-Lease or Move-in/Move-Out cleans.
  • We will re-schedule the clean at no cost to you on the following business days. Our team will return to your home and address the areas of concern. Please note that re-cleans must be completed within 7 business days of last service to be eligible for credit or refund of service.
  • After the re-cleaning, if you still have concerns regarding the clean, we will review your issues once again and if we are unable to address your concerns, we will fairly provide a credit or a refund to you.

ARRIVAL TIME WINDOWS

Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictability of traffic, parking, and other surprises. An arrival window may look like: 8:00am-9:00am, 1:00pm-2:00pm. If our team happens to be running late to your appointment, we will notify you as soon as possible.

BREAKAGES AND LOSS POLICY

Our cleaning professionals always take extra time and care whilst servicing your home. If there is a breakage or loss during your cleaning, notification of such an event must be made to Miracle Maid within 24 hours of service, by email or phone, provide us with a photo and estimate of the damages. Once Miracle Maid receives the notification, we will try our best to repair or replace the broken, damaged, or lost item.

Miracle Maid reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.

Miracle Maid is not responsible for breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.

BIO-HAZARDS

Human and animal urine and faeces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses a danger to humans. For this reason, we ask our cleaners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the cleaner feels unsafe, we have the right to cancel the service.

HOARDING CONDITIONS

If the condition of your property is deemed a cleaning situation that goes over and beyond our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away or re-evaluate the rates in order to complete the job to client’s expectations. In the event where cleaning teams decide to refuse service, you will be charged a $50 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.

PARKING ACCESSIBILITY

This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door, so your cleaning is uninterrupted. At any time where cleaners have no choice but to use paid parking, we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.

LATE CANCELLATIONS/ RESCHEDULING

All cleaning cancellations/ rescheduling must be made 24 hours prior to the cleaning service scheduled date. If a cleaning is within the 24-hour period before the service is to be rendered, the customer may be charged a $50 cancellation fee to cover the cost of disrupted service. Please be aware that cancellations do impact the cleaner’s potential daily earnings and disrupts their schedule.

Repeated cancellations or offences will cause a disruption in our service and may result in a cancellation of your service all altogether at any time.

ACCESSIBILITY

Please ensure that the cleaning professional have full accessibility to your home during the service. This includes having running water, electricity, and ability to complete their job without interruptions from other service providers. Any pets or minors should be monitored to ensure they are not interrupting the cleaning. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to complete their cleaning due to any kind of interruption. This fee is in place to cover expenses they incur for lost travel time and fuel.

PETS

We reserve the right to cancel/ reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently if a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.

ENTRY & LOCK OUTS

If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $50 fee may be applied in the event that the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses they incur for lost travel time and fuel.

KEYS

Miracle Maid is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes, emailing and or calling us so we can add this to your notes.

PAYMENTS

We accept Visa, Mastercard, and Amex. A hold will be placed on your card the day prior to your service. However, you will not be charged until the evening of your completed service. We reserve the right to cancel any booking which fails to complete a security hold on your funds.

SAFETY

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas (more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

INDEPENDENT CLEANING PROFESSIONALS

Cleaning Professionals are not employees of Miracle Maid. Miracle Maid is a digital platform that allows independent contract cleaners access to work, where and when they want to work. All cleaning professionals registered with our platform have gone through a rigorous vetting process and must ensure a high quality of workmanship to stay on our platform.

  1. Miracle Maid is an online referral platform that connects Clients seeking domestic cleaners to Cleaning Contractors who provide such Services. Cleaning Contractors provide such services strictly as self-employed contractors and not as employees, workers, or agents of Miracle Maid. Miracle Maid’s role is to provide a referral network of Cleaning Contractors for Clients and to facilitate the booking and payment process.
  2. Our contract with you is limited to provision of use of our Website. Your Cleaning Contractor is responsible for providing the Services to you and you have a direct contract between you and the Cleaning Contractor concerning the provision of Services. This contract does not include us. You and the Cleaning Contractor are responsible for any taxes arising as a result of the Services.
  3. We undertake checks of Cleaning Contractors before they join our platform, with some of this process reliant on information from third parties. You acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. You use these Cleaning Contractors at your own risk.

PUBLIC HOLIDAYS

Our offices are closed during NSW Public Holidays. However, most of our cleaning professionals will continue to be cleaning. If your cleaning professional is taking time off, we will contact you before your service to reschedule your cleaning. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.

Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day and Boxing Day.

WEATHER

We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.

UNPREDICTABLE EVENTS

We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.

RIGHT TO REFUSE SERVICE

We reserve the right to refuse or to cancel a service for any reason. Reasons may include:

  • Professionals feeling threatened, unsafe, or uncomfortable for any reason.
  • Professionals not able to complete request within maximum time limit set.
  • Condition of property is not as described by client.
  • Job requested is not as described by client.
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