Terms of Service


1. (“us”, “we”, “our”, “Agency”, “agency”) refers to Inner Melbourne Maids Pty Ltd trading as Inner Melbourne Maids ABN 89 673 437 422 and any related entity.
2. (“Service”, “Services”, “service”, “Services”) refers to the introduction or placement of a registered service provider on request by a customer and the domestic cleaning services that are subsequently carried out for the customer by the registered service provider
4. (“Client”, “client”, “Customer”, “customer”) refers to an individual or entity that uses our Services.
5. (“Registered Service Provider”, “Cleaner”, “cleaner”, “cleaning tech”) refers to an individual, individuals or entity registered with us to provide cleaning or domestic services to our Clients
6. (“You”, “you”) refers to a Client, Customer.

Arrival Times

Your cleaner will strive to be on time. Unexpected traffic or other unavoidable variables may occasionally affect the arrival time of your cleaner. The cleaners usually service homes between the hours of 8:00 a.m. and 5:00 p.m.

Changes to Requested Service

Please communicate requests for changes in appointment days and time to the agency directly.


For safety purposes are cleaners are unable to move any heavy furniture or step on a ladder higher than two steps. If you would like us to clean areas behind appliances or furniture please have these moved and ready to clean prior to the commencement of the appointment. We take these measures to protect our cleaners and also prevent damage to your property. Additionally, we kindly request your cooperation in securing a safe environment, including proper management of pets or potential hazards. In the event of an injury occurring due to circumstances on your premises, you may be held accountable for any resultant damages or medical costs.

Zero Tolerance

We have a zero tolerance policy towards aggression and anti-social violent behaviour.
• Rude and abusive behaviour
• Threatening & intimidation
• Inappropriate advances (sexual harassment and other types)
• Overly demanding disrespectful behaviour

Pets and Minors

The cleaners will do the best to be aware of pets of minors while cleaning. It will be the customer’s responsibility to watch and mind pets and minors in the household. If your pet could be uneasy around strangers, please ensure it’s restrained during our service for our cleaners’ safety.

Lock Outs

If for any reason our cleaners arrive to your property and are unable to gain access or if they are turned away at the door this appointment will incur a cancellation fee.


If you cancel your appointment within 48 hours of the scheduled time you may incur a cancellation fee. The cancellation fee for a Once Off or Regular Clean appointment is $75 and for a Deep Clean appointment is $150.

Home Access

We strong recommend you provide a lockbox solution for access if you plan to not be home during the cleaning appointment.

There are various options can provide your cleaner with in order for access

Hide Key – You may decide to hide a key in a predetermined safe place for your cleaner.

NOTE: In the event the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, the Agency or its cleaners will not be held liable for any damages or theft to the client’s home.

Lockbox – A lockbox is a small black box usually with a combination or keypad on it. Real estate agents commonly use this to securely store a key inside. This is a great secure option to leave a key for your cleaner.

It is preferred for your home alarm system to be turned on the day of your appointment. This will provide greater ease for your cleaner. If you have an alarm system which is easy to operate you may provide us with instructions on operating the alarm.

If it is possible to meet your cleaner we recommend you show them around on the cleaner’s initial appointment. This will help them with understanding your requirements and instructions to access your property.

Right of Refusal

The agency reserves the right to refuse service for certain reasons. These reasons include but are not limited to: not being able to gain entry to a home, no power / electricity, no air conditioning or heating, frequent cancellations or schedule changes, improper or dishonest booking, project out of the scope of the original booking, being rude to the independent cleaning professionals, breaching the Client Obligations outlined in this document, and / or incorrect or non-functioning billing information or late payments.

Cleaners Assigned To you

Our role is to connect you with independent cleaning professionals. While we strive to provide consistency by connecting you with the same cleaner for each service, there may be instances where a different cleaner is assigned due to availability. Please note that these cleaners operate independently and are not our employees.

Payment Terms

Payment for cleaning services is made directly to the cleaner, who operates independently. Our role is to facilitate the connection between you and the cleaner, and we do not handle payments on their behalf.

The Client’s Obligations

You are contracting directly with the cleaner, who operates independently. You are responsible for providing instructions to the cleaner and making timely payments directly to them. If a cleaner is unavailable, we can assist in connecting you with another cleaner.

Assignment Rights

We the agency have the right to assign all services and legal responsibilities within these terms of service to any entity we deem suitable.

Cleaner Solicitations

Our agency provides a referral service, connecting clients with independent cleaning professionals. These cleaners have agreed to certain terms with our agency, including a non-solicitation agreement. This means that if you wish to engage in a direct working relationship with a cleaner we have referred to you, a period of 12 months must pass from the cleaner’s termination of their agreement with our agency. This policy is in place to protect the investments and resources we put into recruiting, vetting, and referring high-quality cleaning professionals. Any violation of this policy may result in termination of our services. We appreciate your understanding and respect for this policy.

The Agency

Our role is to connect clients with independent cleaning professionals. These cleaners are not our employees; they operate independently and pay us a marketing referral fee for facilitating this connection.


This Agreement may be terminated by the Agency or by the Customer by providing at least 48 hours notice prior to the Service. The agency may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.

Move In/Out Service/Deep Clean/ Spring Clean

The cleaning service does not guarantee the return of a rental bond or security bond etc. The service can not guarantee the removal of mould or hard stains in caulking, in bathrooms or any area of the house. This type of clean can be offered best when the property is empty and has not furniture. All hard rubbish must be removed. Our cleaners also can not remove hard rubbish. If you home is furnished we will provide a Spring Clean and the cleaners will do their best to work the furniture. Power and water must be connected at the property if not the cleaner may cancel the appointment and you will incur a cancellation fee. All the work is billed hourly with a minimum of 6 hours of work. If you have special requirements they need to be communicated prior so your cleaner can be prepared with the right products and equipment. For instance, if you need windows, blinds, walls and the likes please let your cleaner know beforehand. Each area and task takes extra time and will be billed accordingly. The cleaners don’t clean bio-hazards

Items The Cleaners Cannot Clean/Do

The Cleaners will leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. Homes with the following cannot be services; animal waste, human waste, dead animals, and/or anything else that may be a bio-hazard. If your pet has an accident or vomits, it will be your responsibility to clean it up. The cleaners will clean around these areas.
Seasonal insect infestation can also be a problem and may prevent the cleaner from completely cleaning your home. If ants, termites, roaches, rodent, fleas, etc., are encountered, the cleaner will not clean or vacuum the area. The cleaner will leave you a note, or the agency will call you regarding the problem. If you have other items you prefer to not be cleaned or handled, please call the office and we will arrange to avoid those items.
The cleaners can only clean areas reachable by hand. The cleaners cannot clean ceiling fans that are not reachable by a 2 step ladder (supplied by the customer), upper shelves, chandeliers, wet wiping light bulbs, heavy scrubbing of walls, heavy duty/steam carpet or any carpet cleaning, move heavy appliances, move furniture that contains electronics, lift heavy objects, prepare meals, provide any pet or children-related services, or empty diaper pails. Again, for liability and health reasons, the cleaners do not move heavy appliances and furniture. The cleaners can clean around them and underneath, to the extent reachable.

Customer Representations and Warranties

The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise the agency to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorised to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

Damages and Liabilities

The Agency acts as a referral service. All Cleaners are independent cleaning professionals whom the client is contracting directly with. Payment is always made to your Cleaner and not to the Agency. The cleaning service is provided by the Cleaner and not the Agency.

Any damages or liabilities, losses that are direct or consequential or inconsequential as a result of the service provided by the Cleaner is the sole responsibility and liability of the Cleaner.

The Agency shall not be liable under any circumstances for any losses that the Client suffers as a result of any failure or negligence by a Cleaner to comply with his/her contractual obligations for whatever reason regardless of the fact that such Cleaner may have been referred to the Client by the Agency.

All warranties in respect of the Service, whether implied by statute or common law, made expressly or otherwise, are hereby excluded to the extent permitted by law. Furthermore, to the extent permitted by law, the Agency does not guarantee the service, or the performance thereof, in any way whatsoever.


While using our Service or Website or Online Booking Form or when you communicate via email, Facebook, our website, in writing, via phone, you provide us with information that we collect, store and use. This information may include your name, physical address, email address, phone numbers, gender, occupation, place of work, family details and other personal or demographic information. We may also collect personal data from third parties with whom you have had dealings including credit reporting agencies, public records, and our Registered Service Providers. Other Personal Data that we collect will generally include information about any Service that you want, any information needed to arrange for that Service to be provided to you and any information that would enable us to improve the quality or efficiency of any Services we provide to you.  We may also contact you after Services are provided to collect information about the Services that were provided to you. In addition, we may collect your bank account details from you if these details are required for payment of a Service. We may also share any of this information we collect with our Cleaners, Registered Service Providers. For full privacy details CLICK HERE 

Governing Law

The Terms and Conditions are governed by and construed in accordance with the laws of VICTORIA, AUSTRALIA and you irrevocably submit to the exclusive jurisdiction of the courts in that State or location.


For questions relating to our Terms and Conditions, please contact us via the options below;

    • Email: bookings@innermelbournemaids.com.au
    • Mail:
house cleaning checklist shortcut icon
What's Included
house cleaning prices shortcut icon
book cleaner online shortcut icon
Book Online