At Mop Macquarie, we believe in good communication, reliable service and treating every property with care and respect.
We want you to know what to expect when booking a clean with us. These policies explain how we arrange our services, what is included, and how we work with you to make sure everything runs smoothly.
We provide cleaning services for both residential and commercial customers. Before each booking, we will provide a quote outlining the agreed work, price, inclusions, relevant conditions, and proposed service date and start time.
A booking is confirmed once you have accepted the quote, including the proposed service date and start time. We will provide any further confirmation or follow-up where requested or where needed.
The tasks included in each clean will depend on the service requested and the scope agreed in your quote. We provide both residential and commercial cleaning, with the specific tasks and areas to be cleaned outlined before the booking.
General and maintenance cleaning
Our general and maintenance cleans focus on keeping your property clean, comfortable and presentable. Depending on the agreed scope, this may include routine cleaning of kitchens, bathrooms and bedrooms, dusting accessible surfaces, vacuuming and mopping floors, and emptying agreed bins.
Light housekeeping tasks, such as making beds, folding laundry and tidying or organising everyday items, can also be included by arrangement.
Deep cleaning
A deep clean includes the agreed general-clean tasks, with additional attention given to accessible detailed areas such as skirting boards, door frames and reachable ledges. The exact inclusions will be outlined in your quote.
If the property's condition, size, access or requested tasks differ significantly from what was quoted, we'll discuss this with you before proceeding.
We won't carry out additional chargeable work or increase the agreed price without your approval.
Please provide accurate information about your property and the cleaning tasks requested when arranging your service.
Before we arrive, please ensure agreed access is available and that running water, electricity and adequate lighting are provided.
Please secure pets where necessary and let us know about any hazards, fragile items or special instructions that may affect the service.
Access arrangements must be agreed before the booking.
Any keys, access cards or alarm details provided to us will only be used for the purpose of carrying out the agreed cleaning service.
Please let us know promptly if access instructions or codes change.
We generally supply our own cleaning equipment and products. If you would like us to use products or equipment you provide, please discuss this with us beforehand. We will only use items we consider suitable and safe.
We clean accessible areas using standard cleaning equipment and a small step ladder where safe and appropriate. We may pause or decline work that is unsafe or requires specialist access, equipment or treatment. Where possible, we'll explain the issue and discuss suitable options with you.
If you have particular product preferences or requirements, please let us know before the booking so we can discuss what is suitable.
We will empty agreed bins and place rubbish in the customer's nominated on-site waste bins.
We do not remove rubbish from the premises for off-site disposal.
Payments
Payment is due within 48 hours of the invoice date, unless another arrangement has been agreed in advance. For commercial bookings, any special invoicing, purchase-order or payment arrangements must be agreed with us before the service.
Changes, cancellations and unsuccessful visits
If you need to cancel or reschedule a booking, please let us know as soon as possible by phone, text or email.
If we arrive and find that access is unavailable, the property or work required differs significantly from what was quoted, or conditions are unsuitable or unsafe, we'll discuss the situation with you and make reasonable attempts to resolve any issues before deciding whether to proceed. We reserve the right to decline or stop work where conditions are unsuitable, unsafe or substantially outside the agreed scope.
Where these circumstances result in reasonable costs or losses to us, a fee of up to $50 may apply. We will consider each situation fairly and will never charge more than one fee for the same event.
If you wish to end a regular cleaning arrangement, please contact us so we can discuss any already-confirmed bookings.
We want you to be happy with the cleaning service we provide. If we've missed an agreed task or haven't completed it to the standard reasonably expected, please let us know as soon as possible, ideally within 48 hours of the service.
We'll discuss your concerns and, where appropriate, arrange to return and put things right at no additional charge. This 48-hour request does not limit your rights under Australian Consumer Law.
If you believe damage or breakage has occurred during our service, please contact us in writing as soon as reasonably possible. A description and photographs, where available, will help us look into it. We'll take your concerns seriously and work towards a fair resolution.
We collect information such as your name, contact details, property or workplace address, cleaning requirements and relevant service or access instructions so we can prepare quotes, arrange bookings, provide our cleaning services and manage our business records.
We may take photographs of relevant areas to record property condition, document work completed, carry out quality checks or help resolve a concern. We take care to avoid capturing people, private documents or sensitive personal information.
Photographs taken for service records are not used for advertising or promotion. We will only use photographs of your property on our website, social media or other marketing with your separate permission. Giving or declining this permission will not affect your service.
We take reasonable steps to protect customer information from loss, misuse and unauthorised access or disclosure. Access to customer information is limited to what is reasonably necessary for our business activities.
We retain information only for as long as reasonably necessary for the purpose it was collected, including providing our services, resolving complaints or disputes, maintaining appropriate business records and meeting legal obligations. Information that is no longer needed is securely deleted or destroyed where appropriate.
We do not sell, rent or trade customer personal information.
If you have any questions about your quote, booking or cleaning service, please get in touch. We're always happy to help.
Mop Macquarie
Email: hello@mopmacquarie.com.au
Phone: 0468 486 963
These policies apply to both residential and commercial cleaning services and should be read alongside your individual quote, booking confirmation and any agreed service arrangements.
Nothing in these policies excludes or limits any rights you have under Australian Consumer Law or other applicable legislation.
Mop Macquarie · Proudly serving Lake Macquarie & Newcastle · ABN 74 891 061 761