Terms and conditions.

If you book a Cleaner or Housekeeper with Poppins Plus, you agree to the following Terms and Conditions. If you have any questions regarding these Terms and Conditions please email or call us and we would be happy to discuss them with you.  It is important that you understand the Terms and Conditions as detailed below, as using the services of Poppins Plus constitutes full acceptance by you of the following Terms and Conditions:

1.  Cleaning and Housekeeping Services

Poppins Plus provides domestic cleaning and housekeeping services at a location specified by you.  The services may occur on a regular basis or as a one-off booking. 

Poppins Plus will provide one or more Cleaner(s) or Housekeeper(s) to provide the services at a date and time as agreed between you and Poppins Plus.  The services are calculated and charged on the basis of time spent by the assigned Cleaner or Housekeeper in providing the required services at set hourly rates.  If you have any questions regarding the services or billing procedures please call or email Poppins Plus to discuss your concerns prior to receiving the services.

2.  Amendements or Additions

We understand that amendments and variations to services are sometimes needed and we will always endeavour to accommodate any requested changes. It will be at the discretion of Poppins Plus management and/or your Cleaner / Housekeeper whether or not the variations can be facilitated.  Variations that include a reduction in services may result in a fee for the change.

Please note you are not able to request changes of services directly with the Cleaner or Housekeeper booked to perform the services.

3.  Bookings

Bookings may be made via telephone, website or email.  At the time of booking you must provide details of the type of service you require (cleaning or housekeeping), as well as provide details about the premises (for cleaning bookings) including the size and details that may influence the access, safety and length of time required to perform the cleaning service.  

We have a 2-hour minimum for any booking, regardless of the location, size or minimum cleaning requirements.  Poppins Plus reserves the right not to accept a booking for any reason. 

4.  Arrival Time Window

Please be aware there is a 1-hour window beyond the confirmed booking time during which the Cleaner / Housekeeper may arrive (i.e. to allow for delays which may occur from time to time).  For example a 10am booking time relates to a 10am – 11am arrival time window.  

If a Cleaner or Housekeeper fails to attend the premises within 1 hour of the booking time and without adequate and verified reason for the delay or failure to show, then Poppins Plus will not charge you for the service and offer to reschedule the service at another time mutually agreed between you and Poppins Plus.

5.  Quotations

All cleaning quotations are based on the size of your premises as estimated by number of bedrooms and bathrooms inside your home and are determined using time-based averages.  Please note that rooms in your home used for other purposes (such as study, playroom etc) should be included as ‘bedrooms’ for the purpose of Poppins Plus providing you with a quotation.  Any quotation provided by Poppins Plus is an estimate only based on the information provided.  

Poppins Plus Cleaners and Housekeepers will use their best endeavors to complete the work within the requested or quoted timeframe, however it may not always be possible to do so.  Should it become apparent that the actual cost of the service will exceed the quote provided or indication of time allocated we will contact you to discuss possible price or service revisions. In these circumstances options include to pay an additional fee to complete the service or pay the quoted / requested amount without the full service being completed.  Poppins Plus reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform services to meet our customer’s standards or expectations.  

Quotations are valid for 30 days from the date of the quotation.  Poppins Plus has the right to alter the quotation if the scope of work is deemed lesser or greater than expected based on the informed originally provided, based on the actual size and state of the premises on inspection.

6.  Payment Terms

Payment for the services will occur on a weekly basis.  You agree to pay the price quoted or number of hours of services agreed by Poppins Plus in full, unless otherwise agreed by Poppins Plus.  Payment terms will be strictly four days and payment can be paid via Electronic Funds Transfer, Direct Debit or credit card (a 1.75% fee will apply to credit card payments).  

Under no circumstances should payment be made to the Cleaner / Housekeeper directly but should be made through Poppins Plus.

To the extent that you instruct the Cleaner / Housekeeper to incur costs on your behalf (e.g. for purchasing groceries, running errands etc), you must provide the Cleaner / Housekeeper with payment for these items ahead of these costs being incurred.  Disbursement costs cannot be included on Poppins Plus invoices. 

7.  GST

Unless specified otherwise, all prices and quotations are expressed to be GST exclusive amounts.

8.  Reimbursement of Petrol Costs 

Poppins Plus Housekeepers will use their own vehicle for running any errands required on your behalf (e.g. purchasing groceries, etc).  You are required to reimburse Housekeepers for petrol costs incurred in running such errands at the rate per kilometer recommended by the ATO (current rates are available on the ATO website).  This reimbursement must be made directly to your Housekeeper and cannot be included on Poppins Plus invoices.

9.  Cancellation Fee

You are required to give 24 hours’ notice of cancellation or suspension of services.   If 24 hours’ notice is provided, Poppins Plus will provide its best endeavours to reschedule at a time and date agreed between you and Poppins Plus.  In the event that you do not give 24 hours’ notice you will incur a $50 cancellation fee.

10.  Fee for Non-Access

In the event that the premises is unable to be accessed preventing the completion of services, Poppins Plus will charge a $50 cancellation fee.  If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code.  Poppins Plus is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys and home. If you have any entry or alarm instructions, you may add this to your booking notes or emailing/calling us so we can add this to your notes.

11.  Customer Representations and Warranties

You represent and warrant that:

  • you will provide a safe working environment in order for the Cleaner or Housekeeper to safely perform the service requested;

  • access to the premises will be free from obstruction and will be unencumbered allowing the safe provision of services by the Cleaner or Housekeeper;

  • that the access to all services and utilities will be provided to the Cleaner or Housekeeper including access to running hot and cold water, electricity, rubbish disposal units and appliances as required;

  • you will make available all the necessary cleaning equipment and products required by the Cleaner or Housekeeper unless alternative arrangements have been made with Poppins Plus;

  • all cleaning equipment provided by you is in safe and full working order, if this is not the case, Poppins Plus is not responsible for services that were unable to be completed due to equipment not in safe and functioning order or may jeopardise the Cleaner or Housekeeper’s health;

  • you will advise Poppins Plus prior to the booking time of any expected or possible hazards including slippery surfaces, risks and dangers that may cause harm to the Cleaner or Housekeeper;

  • you are authorised to use the premises and obtain the provision of services;

  • if the Service includes the need to move heavy objects (eg. Lounge, sofa, fridge etc) then you will be required to move the objects prior to the Cleaner or Housekeeper performing the Service;

  • you will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

12.  No Engagement of Cleaners or Housekeepers

Under no circumstances should you or your family approach a Cleaner or Housekeeper introduced to you by Poppins Plus and request that they provide services to you or your family independently of Poppins Plus.  Similarly under no circumstances should you or your family disclose the contact details of a Cleaner or Housekeeper introduced to you by Poppins Plus to other parties with a view to them engaging the Cleaner or Housekeeper independently of Poppins Plus.

13. Use of Appliances

Please ensure the Cleaner / Housekeeper is given instruction on the use of appliances they will be required to use to perform the services, where required.  Such appliances may include (but not be limited to) washing machines, dryers, ovens, hi-tech vacuum cleaner, etc.  In particular, any specific instructions relating to laundry, including washing cycles, washing of woolens, delicates etc should be communicated to your Cleaner / Housekeeper.

14.  Customer Satisfaction 

Should you be unsatisfied with the services for any reason, you must inform Poppins Plus within 24 hours of completion of the service.  Poppins Plus prides itself on exceptional service and will respond as fast as reasonably possible.  It is at the discretion of Poppins Plus as to whether any alteration, refund or remedy is to be provided as a result of the complaint.  I understand that photos of the concerned areas may be required.  

15.  Breakages and Loss Policy

If there is a breakage or loss during your cleaning or housekeeping services, notification of such an event must be made to Poppins Plus within 24 hours of the service by email or phone.  Photographic evidence of breakages must be provided, together with return of Poppins Plus Incident Form (for loss of breakage) within 30 days.  Once Poppins Plus receives the notification, we will try our best to repair or replace the broken, damaged or lost item.

Poppins Plus reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.

Poppins Plus is not responsible for breakage due to normal wear and tear, deterioration cause by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your home require this type of attention.

To the extent permitted by law, you are unable to claim are not entitled to claim any loss for any incident if the incident is not reported to Poppins Plus within 24 hours.  To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Poppins Plus under these Terms and Conditions: cash, jewellery, art, antiques and items of sentimental value.

15.  Parking Accessibility

Cleaners and Housekeepers require a place to park within close proximity to your home.  Should no parking spaces be available we have the right to cancel / reschedule the service.  A $50 cancellation fee may be applied in such situations.

16.  Pets

We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are secured at all times during cleanings. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently if a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.

Please note that cleaning of houses with pets may require extra time to be added to your quotation. 

16.  Safety

Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items nor do we clean high reach areas (more than 2 step ladder). If you would like us to clean behind large appliances or furniture, please move them before our arrival.

17.  Right to Refuse Service

We reserve the right to refuse/cancel service for any reason. Reasons may include:

  • Professionals feeling threatened, unsafe, or uncomfortable for any reason.

  • Professionals not able to complete request within maximum time limit set.

  • Condition of property is not as described by client.

  • Job requested is not as described by client.

  • The premises containing biohazardous materials (mould, animal waste, medical syringes, mucous, vomit, blood, etc).

18.  Hoarding Conditions

If the condition of your property is deemed a cleaning situation that goes beyond a normal cleaning environment and as may be covered by our standard cleaning services, Cleaners or Housekeepers have the right to walk away or re-evaluate the rates in order to complete the job to your expectations. In the event where a Cleaner or Housekeeper decide to refuse service under these circumstances, you will be charged a $50 cancellation fee.

19.  Security Cameras

It is illegal to film a Cleaner / Housekeeper in our home without their consent.  If a Cleaner / Housekeeper consents to being filmed, no footage from the security cameras of a Cleaner / Housekeeper may be used for media purposes, published or distributed in any way (photographs, video, Facebook, social media) without the prior permission of the Cleaner / Housekeeper.

19.  Changes to Terms and Conditions

Poppins Plus reserves the right to update or modify these Terms and Conditions at any time without prior notice and may do so by publishing an updated agreement on its website.