Booking & cancellation policy

Bookings are made online. The price is the hourly rate for the service you choose multiplied by the hours you book (minimum 2 hours), and the total is shown before you confirm. Payment is taken securely by card through Stripe when you book — we never see or store your card details.

If a job turns out to need more time than booked (for example, a heavily soiled property), we'll let you know before doing extra hours and only charge for what you approve.

You can move a booking to a new date or time free of charge up to 24 hours before the scheduled start, from your dashboard or by contacting us. Changes inside 24 hours are treated as a cancellation and re-booking (see below), but we'll always try to accommodate genuine emergencies.

• More than 24 hours' notice: full refund, or a credit towards a future clean — your choice.
• Less than 24 hours' notice: a cancellation fee of 50% of the booking applies, because your cleaner has set that time aside.
• No access on the day(nobody home, no key or incorrect address) after we've waited 20 minutes: the booking is charged in full.

If weneed to cancel — illness, weather, or a safety issue — you'll get a full refund or a priority re-booking, whichever you prefer. Refunds go back to the original payment method and usually appear within 5–10 business days.

If anything's been missed, tell us within 24 hours and we'll come back and re-clean it — free.Let us know within 24 hours of the clean, with a photo if you can, and we'll arrange the re-clean as soon as possible. The guarantee covers the areas included in your booking; it doesn't cover pre-existing damage, wear and tear, or areas we were asked not to touch.

Please let us know how your cleaner should get in, and about pets, alarms or anything else they should be aware of, in the notes when you book. For safety reasons our cleaners don't handle biohazards, mould remediation, heavy furniture moving, or exterior windows above ground level.

Our cleaners take care, but accidents can happen. Every job is covered by public liability insurance. If something is damaged, tell us within 24 hours and we'll work with you (and our insurer where needed) to put it right.

Weekly, fortnightly and monthly plans have no lock-in contract. You can skip, pause or stop your plan any time by letting us know before your next scheduled clean; the notice periods above apply to the next visit.

Anything unclear? Email hello@lotuscleans.com.au or use the contact form.