Our guarantee
If it is not right, we make it right. If it is still not right, you do not pay.
If anything is missed or not completed to your standard, contact us within 24 hours of your clean and we will return to fix it at no charge. If you are still not satisfied after we return, we will refund your entire cleaning payment.
- The window
24 hours from your clean.
- How to tell us
Phone 0468 032 200 or email info@dusttilldawn.com.au. Say which rooms or items were not right.
- The return visit
At no charge.
- The refund
Your entire cleaning payment.
Cancellations and deposits
We ask for at least 24 hours notice to cancel or reschedule, and with that notice no fee applies. A cancellation inside 24 hours may incur a fee of 50% of the service value. If we arrive and cannot get access or reach you within 30 minutes, the full fee may apply.
If we have to reschedule, through illness or anything else on our side, we give you as much notice as we can and the next available time. Nothing is charged for a change we make.
Recurring deposit
$150credited to the first clean
Cancel with the notice above and it carries to your new date, or is refunded in full if you do not rebook. Inside 24 hours, the cancellation fee may be taken from it.
One-off deposit
50%credited to the day
The same rule. Notice given, it moves or comes back in full. Cancelled at the walkthrough under the excess-condition clause, refunded in full.
Excess condition
Written out in full, because a clause you have to ask about is a clause you cannot rely on.
Every one-off clean is priced on the home as you describe it when you book. If, at the walkthrough, the home is in materially worse condition than described, the price is revised before any work starts. Materially worse means conditions the checklist does not price for: built-up grease across a kitchen, mould beyond spot treatment, heavy accumulation of belongings that has to be worked around, or contamination that needs specialist handling.
The revised price is given to you in writing on the day. You can accept it, reduce the scope to what the original price covers, or cancel. If you cancel at the walkthrough for this reason, the deposit is refunded in full. Nothing is revised after the work has started, and nothing is added to the bill afterwards.
What is excluded, stated plainly
Four things we do not do, and what we recommend instead.
Oven interiors
The outside of the oven and its door glass are detailed on a deep clean. The inside is not. We recommend an oven specialist, and will name one if asked.
Window glass
Ledges, sills and tracks are cleaned. The glass is not. A window cleaner has the equipment and we recommend one.
Third-party funded work
We do not take on work funded or directed by a third party, such as NDIS plans or agency-managed cleaning, because their scope and reporting are not ours to set.
What we recommend out
Carpet and upholstery cleaning, pest treatment, mould remediation beyond spot treatment and anything needing a ladder. Where a job is better done by someone else, we say so and point you to them.
No ladders. Everything from the ground or an extension pole.
Nothing on any checklist requires a ladder: ceiling fans, cornices, the tops of doors and windows, walls to ground-reachable height. A surface above that is out of scope, and we say so at the walkthrough instead of improvising on the day. This is a safety rule for the people who clean your home, and it is not negotiated.
Groundor extension pole, never a ladder