Our flat rate services are results-based. Unlike our hourly rate services, they’re not dependent on time limits. We’ll keep working
down the checklist of tasks corresponding to the service you’ve booked (plus any extras you’ve selected), until everything’s
been cleaned to our (very high) standards.

We do give our cleaning teams estimates of how long we think the job should take so they can plan their day. These are just
guidelines – we let your team work harder (and faster) if they’re able.

On the rare occasion that our cost estimates prove incorrect we will apply our “Medusa Continuity Policy”.We will continue to
clean as per the original checklist for an additional hour with no additional charge. If we cannot complete the list to our high
standards extra charges may apply but you will always be advised so that you can confirm if you want us to finish off.

At Medusa Cleaning, we pride ourselves on maintaining strong communication with our clients. We prefer to use the written word since it delivers a record and reference point for you.

If you make a one-off booking with us, your booking is confirmed as soon as you receive a booking confirmation email from us. If you have a regular, ongoing booking with us (for example a weekly or fortnightly clean) your booking is automatically confirmed for the same day and timeframe each week or fortnight.

There are no lock-in contracts with our services, however we do require a minimum of 24 hours’ notice to cancel, reschedule, or suspend a clean. This can be done by email or phone. As our cleaning staff don’t arrange the rosters or have access to our booking schedule, we strongly advise you contact us directly about cancellations rather than only telling your cleaners. We will confirm all cancellations in writing, by either SMS or email.

For cancellations (or reschedule requests) with less than 24hrs notice given, a cancellation fee will apply. Without adequate notice we may not have the opportunity to fill a cancelled timeslot with another booking, and last-minute changes to our rosters are difficult to arrange. This cancellation fee is equal to one (1) hour of cleaning and is used to compensate staff for their loss of income. We believe this to be most reasonable.

If we arrive for a scheduled booking but are unable to gain access to the property, e.g., if you forget to leave out a key for us or if no one is home as arranged, we will always attempt to contact you first to see if there is an alternative way that we can gain access or if someone could return to the property to let us in. Any time we spend waiting for access is billed as part of the clean. If we are not able to get in contact with you within a reasonable amount of time or access is not possible, there is also a call-out fee in addition to late cancellation fee. Lock-out fees (i.e., cancellation + callout fee) are equal to two (2) hours of cleaning and are used to compensate staff for their travel expenses and waiting time, as well as the loss of income.

To prevent either of these situations from occurring, we urge all clients to save the date(s) of their bookings into their diaries and to have a reminder system in place to advise us with adequate notice if an upcoming clean needs to be cancelled or resched-uled. If you are in doubt about when your next scheduled booking is, feel free to contact us and we will confirm this with you.

If you have any other questions about our cancellation policy, please do not hesitate to get in touch.