Clear Policies. No Surprises.

Policy 1 — Cancellations and Rescheduling

We understand that life happens. If you need to cancel or reschedule, we ask for at least 24 hours notice — no penalty applies. Cancellations made within 24 hours of a scheduled clean may incur a fee of 50% of the service value. If we arrive and cannot access the property or contact you within 30 minutes, the full service fee may apply. If we need to reschedule due to staff illness or circumstances beyond our control, we'll give you as much notice as possible and find the next available time.

Policy 2 — Access to Your Property

You don't need to be home during your clean — many of our clients aren't. If you're providing a key or door code, please ensure it's been tested and confirmed before your first clean. If access cannot be gained within 30 minutes of your scheduled arrival time, the appointment may be classified as a cancellation and the full fee may apply.

Policy 3 — Payment

Invoices for residential clients are issued after each clean and are due within 24 hours of issue. Commercial clients have a payment period of 30 days from invoice date. Services may be paused for overdue accounts. We'll always reach out before taking that step. Accepted payment methods are confirmed at the quoting stage.

Policy 4 — Pricing and Quotes

All quotes are provided based on the information you supply about your property. Quotes are valid for 30 days. If conditions at your property differ significantly from the details provided, we may need to adjust the price — we'll always discuss this with you before making any change. Pricing is not adjusted without your agreement.

Policy 5 — Satisfaction and Rectification

Your satisfaction is backed by The Dust Till Dawn Guarantee. If anything is missed or not completed to your standard, contact us within 24 hours of your clean and we'll return to fix it at no charge. If you're still not satisfied after we return, we'll refund your entire cleaning payment. Conditions apply.

Read the full guarantee

Policy 6 — Your Responsibilities

To help us deliver the best possible clean, we ask that you: disclose any known hazards or access conditions before we start; ensure pets are safely contained during the clean; store valuables, jewellery and cash securely; and ensure water and electricity are available at the property during the scheduled clean.

Policy 7 — Photos and Media

We may take before-and-after photos during your clean for documentation, safety or insurance purposes. These photos will only be used for marketing or promotional material with your prior written consent. No identifiable items, individuals or personal property will be displayed without your permission.

Policy 8 — Right to Refuse Service

We reserve the right to refuse or withdraw service where premises are unsafe or misrepresented, where occupants display aggressive or inappropriate behaviour, or where conditions are inconsistent with the agreed scope. We'll always communicate our concerns before taking this step where possible.

Policy 9 — Privacy and Your Data

All personal information you provide is collected and managed in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Your data is used only for communication, invoicing and service delivery — never sold or shared for commercial gain. You have the right to access, correct or request deletion of your personal information at any time.

Read our full Privacy Policy