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Scheduling a service with Maid2Easy means you accept the terms set out below. They cover every booking we take across Newcastle and Lake Macquarie, regardless of service type. Please read them before confirming your appointment — and reach out if anything needs clarifying.

 

Maid2Easy is a locally owned residential cleaning business serving Newcastle and Lake Macquarie. Unlike booking platforms or referral directories, we directly employ and manage every member of our cleaning team. Before anyone enters your home, they complete police checks, reference verification, and an initial skills assessment and we continue monitoring performance to maintain the standard you booked.

 

Our Commitment To You

Every booking comes with the following:

• A fixed price based on property size, type, and condition. No surprises after the fact

• A vetted, professional cleaner matched to your job

• Straightforward communication at each stage of your booking

• A prompt, fair resolution process if something falls short

• Your preferred cleaner kept consistent across recurring bookings wherever scheduling allows

 

If our team arrives and finds the property differs from the description provided in size, condition, or scope we will call you before starting. Should we be unable to reach you, work will begin on a best-effort basis within the originally agreed scope.

 

What We Need From You

Our quotes are fixed price and remote. We don't inspect properties beforehand. That means we count on accurate information from you. Please let us know:

• Your property's size and its current state of cleanliness

• Number of bedrooms, bathrooms, and main living spaces

• Any tasks outside our standard checklist

• Whether the home is furnished or vacant (particularly relevant for pre-sale cleans)

• Pets on the premises, access limitations, or anything else we should know

 

Accurate details keep your quote fair, your clean on schedule, and your Satisfaction Guarantee intact.

 

Services & Pricing

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How We Structure Our Work

We price by scope, not by the hour. Each booking defines a set of tasks we commit to completing, the number of cleaners assigned and the time on site may vary, but what gets done does not. If you want to know exactly what falls within a particular service, contact us before your booking date.

 

Minimum Booking

All residential cleans carry a minimum equivalent to two hours of professional cleaning.

 

Pricing Adjustments

Our flat-rate pricing is based on what you tell us at the time of booking. We may need to revise a quote if:

• The property turns out to be noticeably larger than described

• Conditions on arrival are significantly worse than indicated

• Heavy pet hair, specialist surfaces, or non-standard scope is involved

 

We will always speak with you before adjusting anything. No additional charges are applied without your sign-off.

 

Satisfaction Guarantee

We take pride in the quality of our work, and we back it up. If the result of your clean falls short of what was agreed, here is the process we follow:

 

How to Raise a Concern

• Get in touch within 24 hours of your service — phone or email both work

• Photos of affected areas will often be needed before we schedule a return visit

• We will send a team back to correct the problem at no charge, usually within 48 hours

• The return visit must be arranged within 7 business days of the original clean

• If things still aren't right after our return, we will review the circumstances and consider a credit or partial refund

 

When the Guarantee Doesn't Apply

We are unable to honour the Guarantee in the following situations:

• The wrong service type was booked (e.g. a regular clean used where a deep clean was needed)

• The property's actual condition was materially different from what was described when booking

• The service was affected by something outside our control — no power, no water, or restricted access

• You were onsite for the clean and confirmed the work was acceptable before our team left

 

What It Doesn't Cover

• Additional free cleans once the 7-day window has closed

• A cash refund instead of us returning to fix the issue

• Complimentary extras or upgrades as a substitute for a re-clean

 

Bookings & Arrival

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How Scheduling Works

We process bookings as they come in. For recurring services, your appointment will repeat at the same time and day each cycle unless you let us know otherwise.

 

Arrival Window

We operate within a one-hour arrival window to account for traffic, parking, and day-to-day variability (for example, an 8:00am–9:00am window). If your cleaner is running behind, we will let you know promptly.

 

Starting the Job

On arrival, the team will do a brief walk through the property. You are welcome to join if you're home. It's a chance to confirm scope and raise anything before work gets underway.

 

Access & Entry

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Getting Our Team In

Going out? Leave us clear access instructions in your booking notes. A key lockbox is the most reliable option. It keeps things secure without you needing to be there. We are not able to hold onto physical keys between visits.

 

If We Can't Get In

Our team will contact you if access is blocked on arrival. If we haven't been able to get in after 15 minutes, the booking will be marked as cancelled and a fee will apply. Please treat access like you would any other appointment, make sure it's sorted ahead of time.

 

Cancellations & Rescheduling

Life happens, we get it. Just give us as much notice as you can:

 

• More than 24 hours' notice: no charge

• Less than 24 hours before the service: a cancellation fee may apply

• Same-day cancellation: 50% of the booking value

• Team arrives but cannot access the property (no prior notice): 100% of the booking value

 

Clients who cancel repeatedly may have their recurring arrangement reviewed or suspended. Short-notice cancellations directly affect our cleaners' income, which is why we take the policy seriously.

 

PAYMENTS

We accept Visa, Mastercard, and other major cards, as well as bank transfer. Payment is processed the day after your service is completed.

• An authorisation hold for the full service amount is placed on your card on the morning of your booking

• Your card is not charged until the work is done

• Late payments attract an administration fee

 

Overdue Balances

Payment is due within 2 days of your invoice unless we have agreed otherwise in writing.

• A $50 late fee applies to amounts still unpaid after 30 days

• Accounts referred to a collection agency will be liable for all recovery costs, including any legal or agency fees

 

Pets

Animals are welcome in our clients' homes. But for everyone's safety, pets should be secured, kept outside, or placed in a room we won't be working in for the duration of the visit. Let us know at the time of booking if you have pets, so we can match you with the right team.

 

Our staff will not:

• Clean pet waste, litter areas, or soiling beyond what appears on our standard checklist

• Enter or remain in a property where an unrestrained animal poses a safety concern

 

If access is refused because of an unsecured pet, a cancellation fee may apply.

 

Safety & Wellbeing

We look after our clients and our team equally. Our staff are entitled to:

• Leave a property immediately if they feel threatened or unsafe. The full service fee will still apply

• Decline any task that is dangerous, unlawful, or outside the agreed scope

• Refuse to move heavy furniture or appliances. Please shift items beforehand if you need underneath or behind them cleaned

• Decline to work above three-step ladder height

 

Smoking

Please do not smoke indoors while our team is present. Opening windows and doors for at least an hour before we arrive helps clear the air for everyone.

 

Hot Weather

When the forecast hits 35°C or above, we ask that air conditioning be available for our team. If that is not possible, get in touch with us before the day so we can make arrangements. In extreme heat, a reschedule may be necessary to protect staff health.

 

Damage & Breakages

Our team is careful, but if something is damaged during your service, here is what to do:

• Contact us within 24 hours via phone or email and include photos

• We will review the situation and organise a repair or replacement where our team is at fault

• We are not liable for pre-existing damage, items that were already fragile or poorly assembled, or outcomes that resulted from your instructions overriding our standard practices

• Where a client has directed our team to act outside these Terms, no liability will be accepted for any resulting damage

 

Claims submitted outside the 24-hour window cannot be reviewed.

 

Biohazards & Extreme Conditions

Our team will not handle human or animal waste, blood, vomit, used needles, or other biohazard material. Where these are present, we will work around them and let you know.

 

Properties in a hoarding state or well beyond standard cleaning conditions may be deemed outside our normal scope. In those cases, our team may decline to proceed. A booking fee will apply to cover travel time and any costs already incurred.

 

Parking

A parking spot near your front entrance keeps the job running smoothly. If none is available:

• We will look for nearby public parking for up to 15 minutes

• If paid parking is the only option, we will check with you before using it. The cost gets added to your invoice

• If no suitable parking can be found, the service may need to be rescheduled

 

Public Holidays

Maid2Easy is closed on NSW public holidays. If your regular booking falls on one of these dates, we will be in touch to find an alternative. Messages left during business hours on a public holiday period will be picked up on the next working day.

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Right To Refuse Service

We reserve the right to decline or cancel any booking. Circumstances that may lead to this include:

• A team member feeling unsafe, uncomfortable, or at risk

• The property or job scope being materially different from what was described

• A history of repeated late cancellations

• Outstanding unpaid amounts

 

General Terms

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Governing Law

These Terms and Conditions are governed by the laws of New South Wales. Any dispute arising from a booking or these terms will be subject to NSW jurisdiction.

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Intellectual Property

Maid2Easy’s website and its contents, including but not limited to text, graphics, images, and logos, are the property of Maid2Easy and are protected by copyright laws. You may not use, copy, reproduce, modify, or distribute any of the content without prior written consent from Maid2Easy.

 

Updates to These Terms

Maid2Easy reserves the right to modify these terms and conditions at any time, without prior notice. Please review these terms and conditions periodically for any changes. Thank you for choosing Maid2Easy. We look forward to providing you with excellent service.​

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