Terms of Service

These are our basic terms in plain English. The written quote you receive is the primary document for any booking and takes precedence where it is more specific.

1. Who these terms apply to

These terms apply to cleaning, property-care and garden maintenance services provided by Neatra Cleaning & Property Care (“Neatra”, “we”, “us”) to clients in Perth, Western Australia.

2. Quotes and scope

• All services are provided according to a written quote and scope agreed before the first visit.
• Quotes are based on the information you provide. If the property or job differs materially from what was described, we will discuss any change to time or price with you before carrying out additional work.
• Quotes are valid for the period stated on the quote.

3. Bookings, access and arrival

• We confirm bookings in writing and let you know who will attend and when.
• You agree to provide safe access to the property at the agreed time, including keys, codes or concierge arrangements where needed.
• If we cannot access the property at the agreed time, we will contact you to rearrange. Any charge that applies to a failed access will be set out in your quote.

4. Rescheduling and cancellation

We ask for reasonable notice if you need to reschedule or cancel. Our full cancellation terms will be confirmed in writing with your quote.

5. Pricing and payment

• Prices are as stated on your written quote. Whether GST applies will be stated on your quote and invoice.
• Payment details and available payment methods are provided with your confirmed quote.
• No travel fee applies within our core service area. For suburbs further afield we'll confirm any travel allowance in your quote before you book.

6. Our standards and re-cleans

• We work to the agreed scope and checklist. If an item within scope has been missed, tell us within the period stated on your quote and we will return to address it where re-clean support is included.
• We do not guarantee outcomes outside our control, such as bond refunds, which depend on more than cleaning.

7. Your property and belongings

• Please tell us about fragile items, surfaces needing special care and products to avoid.
• We take care in your home or premises. Any damage must be reported to us promptly so we can address it.

8. Services we don't provide

We do not provide personal care, medical or nursing services, clinical waste handling, high-access work, tree removal, pest control, pesticide application or landscaping construction. We will say so if a request falls outside what we offer.

9. Privacy

We handle personal information as described in our Privacy Policy.

10. Changes

We may update these terms from time to time. The terms in force at the time of your booking apply to that booking.

11. Contact

Questions about these terms can be sent via our contact page.