Our policies
A little clarity before your clean.
Everything you need to know about booking, preparing your home, and how we care for your space.
View original policy PDFBooking & appointment policies
Clear expectations help us protect your appointment and our cleaners’ time.
Hourly service: A minimum booking of 3 hours applies. The hourly rate for your selected option will be confirmed when your booking is arranged.
Hourly service options
Service Only: You provide the cleaning products, supplies, and equipment; your cleaner provides the cleaning service.
Cleaner Supplies and Equipment: Your cleaner brings the supplies and equipment needed for the agreed service. A 3-hour minimum applies to both options.
Client-provided cleaning products
For Service Only bookings, you are responsible for providing safe, suitable cleaning products and equipment and sharing any usage instructions or known hazards. The cleaner may decline products that appear unsafe or unsuitable. Titas Cleaning Services is not responsible for injury or damage caused by a client-provided product, except to the extent caused by our team’s actions or where responsibility cannot legally be excluded.
Cancellations
Please notify us at least 24 hours before your appointment. Cancellations made with less than 24 hours’ notice incur a $40 fee. The fee compensates the assigned cleaner for the time reserved for your booking.
Rescheduling
Please request schedule changes at least 24 hours before the appointment. Changes made with less than 24 hours’ notice incur one $40 change fee. Cancellation and rescheduling fees are not combined for the same change.
Paid parking
If paid parking is required, the parking cost will be added to your final bill. Please provide available visitor parking, a parking permit, or parking instructions before the visit.
Access instructions
Please provide clear entry instructions and arrange a key, door code, or someone to meet the cleaner. We will try to contact you within the first 15 minutes if entry is unavailable. If we cannot access the property within the agreed one-hour arrival window, the visit may not be completed. Any applicable charge will follow the hourly rate and 3-hour minimum disclosed when booking.
Same cleaner requests
You may request the same cleaner, subject to availability. Illness, leave, or unforeseen circumstances may require a replacement. We will contact you to arrange another cleaner or reschedule. A change initiated by Titas Cleaning Services does not incur the client’s $40 change fee.
Cleaning concerns and return visits
Contact us promptly with details if you have a concern about the cleaning. We will arrange a return visit within 24–48 hours to address the reported concern.
General exclusions
We do not provide work above 3.5 metres or at unsafe heights; full ceiling or wall washing; pest removal; cleanup of animal feces, bodily fluids, chemical waste, severe mould, or other biohazards; fire or smoke damage cleaning or spaces with strong smoke or cannabis odour; exterior window, balcony, patio, or garage cleaning; organizing clutter; cleaning under heavy furniture unless moved beforehand; chandelier, mosquito-net, sliding-track, or adhesive-residue cleaning; hoarder-level cleanup; or junk removal.
Service scope, safety & property care
Please share relevant details before the visit so we can plan safe, accessible cleaning.
Balconies, exterior areas, and chandeliers
Balcony and exterior-window cleaning are not offered. Our insurance covers cleaners working inside the home. We can clean the interior side of the balcony door and may help you find an exterior-cleaning specialist. Chandeliers require specialized tools and handling, so we do not clean them; safely reachable nearby surfaces and suitable light fixtures may be dusted.
Preparing for a move-out clean
Remove junk and personal belongings and empty cabinets, drawers, and closets before the appointment. Junk removal and clearing items from cabinets are not included. We can clean accessible surfaces once those areas are empty.
Pest infestation or contamination
If we discover insects, droppings, pest remains, or other contamination, we will pause service and notify you. Please have pest issues handled by a licensed pest-control company before booking. Any applicable charge will follow the hourly rate and minimum disclosed before booking, subject to applicable law.
Pets in the home
Please tell us beforehand if pets will be roaming freely and secure them during the visit, including entry and exit. We will work around pets where safe. If a pet presents a safety concern, the cleaner may pause or stop service and contact you. Any applicable charge will follow the hourly rate and minimum disclosed before booking, subject to applicable law.
Before-and-after photos
We may take photos to document property condition, completed work, and pre-existing damage. Photos are for service documentation only, not marketing or social media. You may decline verbally or in writing before photos are taken. Declining may limit evidence available for a later damage assessment; your legal rights are not affected.
Valuables and delicate surfaces
Secure cash, jewellery, important documents, and fragile items, or identify items that should remain untouched. Disclose hazards, delicate finishes, fresh paint, new caulking, newly installed flooring that has not cured, unsealed surfaces, and special product requirements before the appointment. Cleaners may decline unsafe tasks or unsuitable products. Responsibility for loss or damage will be determined in accordance with applicable law.
Reporting damage or loss
Report damage or loss within 24 hours of service, with a description and available photos. Later reports may be harder to investigate, except where applicable law requires otherwise. We may arrange a professional assessment or repair. If our team misplaces or damages your keys, we will cover necessary replacement and locksmith costs.
Existing conditions and responsibility
Please identify pre-existing scratches or dents, faulty installations, items that are not securely anchored, and unsealed or inadequately protected surfaces, including marble or granite. Responsibility for damage will be assessed in accordance with applicable law.
Policy application
These policies apply to the services described in your booking. We will confirm your selected service option and hourly rate when the booking is arranged, along with the 3-hour minimum and any applicable parking or other fees. Nothing in this policy limits consumer rights or remedies that cannot legally be excluded.