Deep & One-Off House Cleaning

Cancellation Policy

Earth Factory.co – Cleaning Service Agreement & Policy – Northern Beaches We aim to provide a smooth, safe, and professional cleaning experience. By booking a service, you agree to the following terms and conditions: 1. Booking & Payment • Platform Only: All bookings, reschedules/cancellations must be managed via your member page. We do not accept requests via email or social media. • Service Area: We service select suburbs on the Northern Beaches. Please verify that your area is covered before booking. • One-Off / Deep Cleans: Full payment is required at checkout via our secure payment methods. • Refunds: Valid refunds are processed within 48 business hours if cancellation requirements are met, or if we cannot fulfill a confirmed service. 2. Access, Cancellations & Rescheduling • Lock-Outs: The full-service fee applies if our cleaner cannot access the property at the scheduled time. • Late Cancellation (< 24 hours notice): 50% charge applies. • Early Cancellation (≥ 48 hours notice): Full refund. 3. Service Standards, Equipment & Safety • Client-Provided Equipment: Clients must provide a functional vacuum cleaner and a mop, as well as access to water and electricity. • Cleaning Products: Cleaners use Earth Factory.co’s exclusive natural product range and specialised tools (cloths, brushes), which are included in the price. • Product Supply Credit: If you already own our natural product range and supply the required amount for the session, we will issue a refund or voucher: $15 (3h), $20 (4h), $25 (5h), or $30 (6h). • Safety Limits: For staff safety, we do not clean above 2 meters, move heavy furniture (>15kg), or handle biohazards (heavy mould, pet waste, bodily fluids). • Abuse Policy: We enforce a zero-tolerance policy for harassment or abuse. Service will be terminated immediately without a refund if violated. 4. Satisfaction Guarantee • Quality Tracking: After each clean, you will receive a rating request to help us track quality, train staff, and award bonuses. • 24-Hour Reporting: Please report any issues with photos within 24 hours. We will return to rectify missed areas at no extra cost. No cash refunds; our policy is to "fix it until it’s right." 5. Breakage & Insurance • Public Liability: Insured for Public Liability. • Accidents: Notify breakages within 24h; we repair or replace items at their current market value. By booking, you confirm your understanding and acceptance of these policies. Earth Factory.co – Service Agreement & Policy