Good to know

Email hello@poppyandpandan.com if you have a question or need help with your booking.

We agree on entry, keys, and arrival arrangements before booking. Tell us about pets and any access requirements.

Usual cleaning products and equipment are included. Tell us about delicate surfaces and any sensitivities. You can request low-fragrance or eco products. We confirm the request and agree suitable products for the job before your cleaner supplies them.

We clean homes in Sydney. We confirm coverage, arrival arrangements, and any agreed parking or property-specific charges before booking.

Contact poppy & pandan if a task on the agreed checklist was missed. We'll review it and arrange a suitable fix. This excludes new dirt, extra tasks, and restoration work. Rental bond return also depends on property condition and tenancy requirements; we can't guarantee it.

Yes, for home cleaning. The first visit is full price. Weekly repeat visits are 10% off standard cleaning. Fortnightly repeat visits are 5% off. Every 4 weeks and one-off visits stay full price. The percentage applies to the standard clean of your home (bedrooms, bathrooms, and levels), with a $150 minimum. It doesn't apply to deep cleaning or extras. Those are on the first visit only. Repeat visits are the standard clean. If you want an extra on a later visit, it is added at full price. Moving and hourly services aren't discounted. We confirm the repeat price before you commit. Discounts don't stack.

The estimator doesn't take payment. We agree the scope, extras, and final price before booking. Applicable payment and cancellation terms are provided with the booking details. All prices are in AUD, and no GST is added.

With card authorisation, a temporary hold is scheduled for 9 am Sydney time on the calendar day before your clean. A hold is not a charge and is separate from the 24-hour cancellation cutoff. After the clean is completed, poppy & pandan manually approves charging the final amount you agreed to. Bookings made or changed after the 9 am run need manual review. A hold does not mean the full booking price will be charged for cancelled or unperformed work. Any amount payable remains subject to the cancellation and interrupted-clean terms and your legal rights.

Update your booking online at least 48 hours before your clean. For changes after that, contact hello@poppyandpandan.com; changes depend on availability. Cancellation is free at least 24 hours before the scheduled start. A $70 fee applies with less than 24 hours' notice, including at or after the scheduled start, before cleaning begins. Cancel using the contact details in your booking confirmation. Only one cancellation or failed-visit fee applies to the same visit, and any prepayment is credited against the fee. These fees are subject to your legal rights.

Tell us your bedrooms, bathrooms, internal levels, approximate floor area, condition, and access. A study counts as a bedroom. Clear surfaces and ensure safe access; empty appliances and storage booked for interior cleaning. Move-in and move-out homes and storage must be empty, with water and electricity available. Photos help us quote unusual jobs.

Homes with 5+ bedrooms or bathrooms, 3+ internal levels, oversized spaces, heavy buildup, unusual layouts, or difficult access need a manual quote. Internal levels are levels within the home, not the building floor. Heavy furniture moving, unsafe heights, specialist mould or grout restoration, permanent stain removal, and waste removal aren't included unless separately agreed.

Fixed home cleans follow the agreed scope. Hourly and office visits cover agreed priorities within the total cleaning time booked, charged per hour, per cleaner. A full-home checklist isn't guaranteed for hourly work. Small-office work is site assessed, and the 50 m² starting example isn't an automatic quote.

Standard cleaning covers kitchen surfaces, appliance exteriors, microwave interior, bathrooms, accessible dusting and cobwebs, light tidying, floors, and bins. Deep cleaning adds reachable skirting, doors, frames, switches, sills, tracks, under-furniture areas without heavy moving, rangehood and kitchen degreasing, and ordinary shower buildup. Oven, fridge, and storage interiors, interior glass, and other listed extras are separate. We don't promise specialist mould or grout restoration, unsafe-height work, or permanent stain removal.