Clear terms so you know exactly where you stand, before, during, and after every clean.
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
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.
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.
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.
Genuine emergencies will be considered on a case-by-case basis. Repeated late cancellations may result in the review or discontinuation of ongoing services. To cancel or reschedule, please contact us as early as possible by phone or email.
Please make sure one of the following is in place before your scheduled clean: keys left in an agreed location, or someone present at the property to provide access. An SMS reminder is sent 24 hours before your appointment.
If our team can't access the property at the scheduled time, we'll attempt to contact you within 15 minutes of arrival. If entry is provided within 30 minutes, a $25 access delay fee applies to cover the cleaner's lost time.
If access can't be provided at all, a full lockout fee of 75% of the booked service cost applies, up to a maximum of $150 — this covers travel time, reserved scheduling, and lost income for the cleaner.
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: name, phone, and email; residential or business address; payment information required to process transactions; service preferences and scheduling details.
How we use it: to provide, schedule, and manage your cleaning services, communicate about bookings, invoices, and reminders, and improve our services.
ResetCo will never sell, rent, or trade your personal information to third parties. We only share it where necessary to deliver our services or comply with legal obligations. You may request access to, correction of, or deletion of your personal information at any time.
