Terms & Conditions

QUOTES & ESTIMATES

Estimates are provided as an estimation of work to be done. This is separate to a quote and can change based on numerous factors such as scope of work, condition of property, existing property damage, and more. An estimate is provided informally, and is usually a “ball-park figure” of the final price.
- If you are estimated $140-$170 for your clean, then your final price can lay anywhere between those two figures, or it can exceed the higher figure.
Estimates are provided based on the assumption that the property is in sound condition: light to medium build up, little to no existing property damage.
Estimates are typically provided when little information is known about the property, or are given based on a “virtual walk-through” of the property using photos or videos.

Quotes are provided as a fixed-price offer, and are always indicative of the final price, once all details of the work is known.
- If you are quoted $150 for your clean, your final invoice will be $150 unless any price changes are agreed upon prior to the invoice.

BOOKINGS

Once Off, Vacate & Initial Cleans

A 50% deposit is required for all Once-Off (irregular), Vacate and Initial cleans. This deposit confirms your booking and will be deducted from your final invoice.
- Scenario: Trent books a once-off deep clean of his home. He is quoted $300 for the clean. He’s happy with the quote and wants to proceed, so pays a 50% deposit of $150 to secure his booking. Once work is finished, he’ll pay the remaining $150.
Bookings are only confirmed once a 50% deposit has been cleared.

Recurring Cleans

Deposits are not required for recurring cleans.

PAYMENT

Payment for services is required on the same day of service.
If paying by invoice, payment for services is due by the Invoice Due Date.
In-person payments can be made by: bank transfer, cash or card.
Invoice payments can be made by: bank transfer, card and Google Pay.
If payment is not received after the due date, a late fee of 10% of the outstanding balance will apply each week.

CANCELLATIONS

Cancellations require a minimum of 24 hours notice.
Last-minute cancellations (less than 24 hours notice) will incur a 50% cancellation fee up to $150.
We appreciate that sometimes unexpected situations arise, and we aim to be reasonable in emergencies.

SCOPE

Unless agreed upon prior, the scope of work to be carried out is limited to the standard inclusions listed on our website, or within your Service Agreement.
You are always welcome to add-on extra services in your clean, however please note that last-minute extras can often alter the price of your final invoice.

We don’t clean:

Animal or human waste such as: faeces, urine, blood, vomit, etc.
Animal waste products such as: cat litter, toilet training pads, etc.
Excessive mould growth
Excessive clutter
Chandeliers

HEALTH AND SAFETY

To ensure the protection of the health and safety of our team and our clients, we maintain the right to decline cleaning requests which could cause a risk to health and safety. Types of requests we will refuse include (and are not limited to):

Using ladders taller than 1m
Cleaning requiring roof access or other heights
Cleaning cracked/broken glass or tiles
Cleaning around needles
Cleaning in areas with excessive mould growth

REFUND POLICY

As part of our happiness guarantee, Sora Home Care offers refunds for services provided in compliance with Australian Consumer Law.

If you are unhappy with the services we have provided, you are required to:

Inform us within 24 hours of your booking
Provide photos and/or videos of work completed

If Sora Home Care can confirm that the work carried out was not satisfactory, we will request your banking details to process a partial or full refund.

Please note that we do not offer full refunds for minor incidents (such as a small area or task missed), however we will endeavour to return for free to rectify these issues.

LOCK-OUT POLICY

If your cleaner is unable to access the property, we will attempt to contact you via phone and/or email.
If we’re able to make contact and your cleaner is able to commence work within 30 minutes of your original booking time, regular cleaning will continue, however we will need to apply a $25 lock-out fee to compensate for the lost time.
However, If we are unable to make contact with you within 15 minutes, this will be considered as a last-minute cancellation and incur a 50% cancellation fee, up to $150.

PET POLICY

We love pets! To protect the health and safety of all pets and people, we’ve implemented a pet policy to safeguard from spreading illnesses.
You are required to inform us if your pets:
Are unvaccinated or are out of date with their vaccinations
Shows any signs of aggression, and/or what their triggers can be
Have any medical illnesses, especially if the illness is contagious
Are not toilet trained
If you choose to keep your pet inside during your clean, and your pet causes damage to any Sora Home Care property or equipment (such as vacuum cleaners, bottles, tools, etc.) you will be liable for the cost of replacement.

HOT WEATHER POLICY

During the warmer months, temperatures inside of enclosed spaces (such as showers, toilets, bedrooms) can become very hot. On days exceeding 30 degrees Celcius, we may need to use your air conditioner while we are cleaning your home. If possible, please ensure that the air conditioner is running prior to our arrival.
If your home does not have an air conditioner, please ensure that windows are open and fans are running. If conditions become too hot and cause a risk of heat stroke, we may need to either extend your booking to allow for regular breaks, or reschedule your booking for another day.

SICK POLICY

If you or anyone in your home is sick with a contagious illness (such as colds, the flu, gastro, Covid-19, etc.) you are required to tell us as soon as possible so that we can reschedule your booking. To ensure that we protect the health and safety of all cleaners and clients, we do not clean in homes where a contagious illness is present.

Similarly, we will never enter your home if our team is also experiencing a contagious illness, to prevent spread.

PRIVACY

We collect personal information when you:

Request an estimate, quote or booking
Contact us via email, phone or webform
Join our mailing list
Participate in promotions, surveys or competitions

The types of information we collect include your:

Name
Address
Email address
Mobile phone number
Payment details (securely processed via Stripe) - we will never see or store your card or banking information
NDIS plan details (if applicable)

We collect and store this information to:

Contact you about your estimate, quote or booking
Send you invoices
Follow up your booking and/or request feedback
Contact you about a promotion, survey or competition

We will never sell, distribute, or pass on any of your personal information unless we need to engage debt recovery services.

PHOTOS & VIDEOS

We take before and after photos and/or videos, and store these images for our own records. These images will never be shared, sold or passed on, and will only ever be used in cleaning checklists (which are provided to you) or kept as proof of work completed.

We may, on occasion, take photos or videos to be used for promotional material to be shared on social media. We will always obtain your written permission prior to sharing these images on social media, and will never use any photos of imagery containing any sensitive or identifiable information (such as family photos, mail/letters, names, etc.)