Our Policies

Terms of Service

By engaging ResetCo’s services, you agree to the following terms:

Access and Preparation
Clients are responsible for ensuring safe and clear access to the property at the scheduled time. Please secure pets and remove any valuables or fragile items from areas to be cleaned prior to our arrival.

Satisfaction Guarantee
We take pride in delivering a high standard of service. If you are not satisfied with any aspect of your clean, please notify us within 24 hours. We will review the concern and arrange a re-clean of the affected areas or provide a fair resolution where appropriate. Please refer to our Guarantee page for full details.

Liability
ResetCo is fully insured. If you believe any damage has occurred as a result of our service, please notify us within a reasonable timeframe. This applies to valid claims resulting from negligence and does not cover general wear and tear or pre-existing conditions.

Right to Refuse Service
ResetCo reserves the right to decline or discontinue service in situations involving unsafe working conditions, inappropriate behaviour toward staff, or repeated breaches of our policies.

Late Cancellation Policy

At ResetCo, we require a minimum of 24 hours’ notice for all cancellations or rescheduling requests. This allows us to manage our schedule effectively and respect our team’s time.

Cancellations made with less than 24 hours’ notice will incur a late cancellation fee of 50% of the scheduled service cost, up to a maximum of $150.

We understand that unexpected situations can arise. Genuine emergencies will be considered on a case-by-case basis. However, repeated late cancellations may result in the review or discontinuation of ongoing services.

To cancel or reschedule your appointment, please contact us as early as possible via phone or email so we can assist you promptly.

Lockout Policy

At ResetCo, we value punctuality and aim to respect both your time and our team’s schedule. To help ensure your service runs smoothly, please make sure one of the following arrangements is in place before your scheduled clean:

Keys are left in an agreed location prior to the service

Someone is present at the property to provide access

An SMS reminder will be sent 24 hours before your scheduled appointment.

If our team is unable to access the property at the scheduled time, we will attempt to contact you within 15 minutes of arrival.

If we are unable to make contact or gain access, a lockout fee will apply.

If contact is made and entry is provided within 30 minutes of arrival, a $25 access delay fee will be charged to cover the cleaner’s lost time.

If access cannot be provided, the full lockout fee will be 75% of the booked service cost, up to a maximum of $150. This fee helps cover travel time, reserved scheduling, and lost income for the cleaner.

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Privacy Policy

ResetCo (ABN 70 406 504 595) is committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Information We Collect

We may collect the following information to provide our services:

• Name, phone number, and email address
• Residential or business address
• Payment information required to process transactions
• Service preferences and scheduling details

How We Use Your Information

Your information is used to:

• Provide, schedule, and manage your cleaning services
• Communicate with you regarding bookings, invoices, and reminders
• Improve our services and overall customer experience

How We Handle Your Information

ResetCo will never:

• Sell, rent, or trade your personal information to third parties

We may only share your information where necessary to:

• Deliver our services effectively
• Comply with legal or regulatory obligations

Access to Your Information

You may request access to, correction of, or deletion of your personal information at any time.