Terms & conditions

1 Your booking

Your booking is with poppy & pandan pty ltd ACN 702 637 778 trading as poppy & pandan. We may use approved contractors or personnel to provide the cleaning services.

You can update your booking online until 48 hours before your scheduled start time. For changes within 48 hours, contact us; changes are subject to availability. The 24-hour cancellation policy below still applies. Cancel using the contact details in your booking confirmation.

With card authorisation, we place a temporary hold at 9 am on the calendar day before your clean. This is not a charge and is separate from the 24-hour cancellation cutoff. After the services are completed, p&p 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 applicable cancellation, interrupted-clean, and legal rights.

2 Authority to book and provide access

By making a booking, you confirm that you are authorised to arrange the cleaning services at the property and to give us, and any approved cleaner attending for us, access instructions for that booking. You are responsible for obtaining any permission needed from an owner, landlord, managing agent, occupier, strata or body corporate, security provider, or any other relevant person for access to the property and for the services to be performed. If you provide keys, codes, lockbox details, or alarm instructions, you confirm that you are authorised to do so.

3 Cancellations and failed visits

The following fees apply before cleaning begins, subject to the safeguards below.

• Cancellation at least 24 hours before the scheduled start: no fee.
• Cancellation with less than 24 hours’ notice, including at or after the scheduled start but before cleaning begins: $70.
• Failed visit because the cleaner attends as agreed but access cannot be resolved: full fee will be charged. We will make reasonable attempts to contact you and resolve access before cancelling the visit.
• Failed visit because materially undisclosed conditions prevent the clean and no safe, practical alternative is agreed before cancellation: full fee will be charged. If materially undisclosed conditions prevent the agreed clean, we will discuss a revised scope or price where safe and practical. The fee applies only if no safe, practical alternative is agreed and the visit is cancelled before cleaning starts.

Only one cancellation or failed-visit fee applies to the same visit; these fees are not added together. All amounts are in AUD. Any prepayment is credited against the fee.

4 Safe access

You must accurately describe the property and disclose known hazards, fragile surfaces, special care requirements, access restrictions, and any other site conditions that may affect the clean. You must provide safe and lawful access to the property.

Ordinary cleaning services do not include heavy lifting, hazardous work, or specialist services unless we expressly agree otherwise. If conditions are unsafe or unlawful, our cleaner may stop or refuse the affected work immediately.

5 Valuable Items and Surfaces

You should remove or securely store cash, jewellery, irreplaceable items, important documents, and other valuable items before the clean. You must tell us in advance about any fragile, delicate, or high-value items, surfaces, or fittings in the work areas.

6 If cleaning stops early

If the clean is interrupted or cannot be completed, we will assess the reason and discuss the next appropriate step with you. Depending on the circumstances, that may include completing the clean, agreeing a revised booking, agreeing a variation to scope or price, or providing an appropriate price adjustment or refund.

7 Excluded Services

Ordinary cleaning services do not include asbestos work, hazardous sharps, specialist removal of bodily fluids, significant biological contamination or hazardous waste, specialist mould removal, pest treatment, electrical work, unsafe-height work, or heavy lifting or moving heavy furniture or appliances. Any such specialist or add-on services must be separately agreed and may require a separate scope, suitable skills or licences.

8 Problems and your rights

If you have a concern about the cleaning services or any alleged damage, please contact us as soon as reasonably practicable using the contact details in your booking confirmation. Please tell us about any handover, inspection, or similar deadline and provide any relevant information or evidence available to you, so that we can investigate and respond promptly.

We may ask for further information, arrange an inspection, or arrange a return visit where appropriate. Prompt notice helps us investigate, but does not limit any rights or remedies you may have under laws that cannot be excluded.

Cleaning does not guarantee return of your rental bond or approval at an inspection.

Nothing in these terms excludes, restricts, or modifies any right or remedy you may have under any law, including the Australian Consumer Law, to the extent that the right or remedy cannot lawfully be excluded, restricted, or modified. Any limits, exclusions, fees, processes, or requirements in these terms are subject to that law.

9 Governing Law

These terms are governed by the laws of New South Wales and applicable Commonwealth laws.

Nothing in this clause limits any rights you may have under laws that apply mandatorily despite this clause.