Terms & Conditions

Mop Mama – Terms & Conditions

Last updated: 15/12/2025

These Terms & Conditions (“Terms”) apply to all cleaning services (“Services”) provided by Mop Mama (“we”, “our”, “us”) to any individual or business (“you”, “the client”). By booking our services, you acknowledge and agree to these Terms in full.

1. Scope of Services

1.1 Mop Mama provides professional cleaning services in the following packages:

• Standard Cleaning – Regular upkeep and maintenance for homes already in fair condition.
• Deep Cleaning – A detail-focused clean tackling build-up and hard-to-reach areas.
• End-of-Lease / Move-Out Cleaning – A comprehensive clean to prepare an empty property for inspection.
• Commercial Cleaning – Tailored services for offices, retail spaces, and other commercial premises.

1.2 Inclusions: Cleaning tasks are performed as per the booked service type and add-on services are available for all packages unless otherwise stated.

1.3 Mop Mama does not guarantee the removal of permanent stains, discolouration, or wear-related marks.

1.4 Services are performed using Mop Mama’s equipment and cleaning products unless otherwise agreed. If the client requests the use of their own products, Mop Mama is not liable for damage or poor results caused by those products.

2. Standard Cleaning

Purpose: A general maintenance clean designed to keep your home fresh and tidy.

Inclusions:

• Dusting of accessible surfaces
• Vacuuming and mopping floors
• Wiping down kitchen countertops, stovetop, and appliance exteriors
• Cleaning sinks, mirrors, and toilets in the bathroom
• Emptying rubbish bins

Exclusions (available as add-ons):

• Inside ovens, fridges, or cupboards
• Internal windows/glass/blinds
• Spot removal of wall marks or stains
• Decluttering or organising
• Changing bed sheets
• Laundry
• Washing & putting away dishes

3. Deep Cleaning

Purpose: For neglected spaces or seasonal refreshes. Includes all Standard Cleaning plus detail work on built-up dirt and hard-to-reach areas.

Inclusions:

• All Standard Cleaning tasks plus
• Wiping skirting boards, door frames/handles, and light switches
• Bathroom detail clean (including reachable grout/tile scrubbing)
• Dusting of blinds and accessible vents
• Cobweb removal (reachable areas)
• Spot cleaning of walls (minor marks)
• Lidy tidying of visible clutter in rooms

Exclusions (available as add-ons):

• Inside ovens, fridges, cupboards/drawers
• Carpet steam cleaning or upholstery cleaning
• Internal windows/glass
• Laundry
• Washing & putting away dishes
• Changing bed sheets
• Decluttering/organising beyond light tidy-up
• External cleaning of the property
• Rubbish removal beyond small household waste

4. End-of-Lease / Move-Out Cleaning

Purpose: A detailed clean for empty properties designed to meet typical real estate inspection standards.

Requirements:

• Property must be completely empty before the clean.
• If the property contains boxes, furniture, or other items, Mop Mama’s standard protocol is to remove these items unless we have been advised in writing prior to store them for client collection.
• Valuables, fragile, and sentimental items must be removed to prevent accidental disposal.

Inclusions:

• All Deep Cleaning tasks plus
• Cleaning inside & outside of all cupboards, drawers, and wardrobes
• Appliance interiors (oven/dishwasher)
• Internal windows and tracks (where accessible)
• Cleaning closets and storage spaces
• Wall washing (light to moderate marks)

Exclusions (available as add-ons or quoted separately):

• Carpet steam cleaning
• Removal of permanent stains, heavy mould, or damage
• Garden or exterior cleaning
• Large rubbish removal

Important:

• Multi-storey and large properties may incur extra costs.
• Properties in poor condition may require additional charges (e.g., extensive wall marks, carpet stains, heavy grease, mould, etc).
• Mop Mama cannot guarantee the return of your bond as agent/landlord expectations vary

5. Commercial Cleaning

Professional cleaning services tailored to offices, retail spaces, and other commercial environments.

Inclusions (general commercial clean):

• Dusting and wiping of desks, shelves, and accessible surfaces
• Vacuuming and mopping of floors
• Emptying rubbish bins and replacing liners
• Cleaning and sanitising kitchenettes (benchtops, sinks, splashbacks)
• Cleaning and sanitising bathrooms/toilets (sinks, mirrors, cubicles, and floors)
• Spot cleaning of internal glass/doors where required

Exclusions (unless booked as add-ons or quoted separately):

• High glass or windows requiring specialised access equipment
• External building cleaning
• Moving heavy office furniture or equipment
• Removal of hazardous waste or confidential materials
• Cleaning IT/electrical equipment beyond dusting exterior surfaces
• Carpet steam cleaning
• Post-Event cleaning
• High dusting and ceiling cleaning

Important:

• Pricing will depend on the size of the premises, type of space, and cleaning frequency.
• Any deep cleaning requirements must be discussed and quoted in advance to ensure correct time allocation.
• Access to premises must be arranged prior to service, including security clearance or alarm codes if applicable.

6. Booking & Confirmation

6.1 Bookings can be made online, via phone, or email.

6.2 A booking is only confirmed once Mop Mama has issued a confirmation email or text message.

6.3 Any quote provided is based on the information you supply. If the property’s condition, size, or access differs on the day of service, Mop Mama reserves the right to adjust the price or service duration.

6.4 For specialist or add-on services (e.g., oven clean, fridge clean, etc), these must be booked in advance to ensure time allocation.

7. Cleaner Availability & Replacement
   • In the event your regular cleaner is unavailable due to illness, leave, or unforeseen circumstances, Mop Mama will make every effort to provide a suitable replacement cleaner.
   • While we aim for consistency, we cannot guarantee the same cleaner for every service.

8. Client Responsibilities

8.1 You must:

• Provide safe, unobstructed access to the property.
• Ensure all alarms are switched off and pets are secured.
• Inform Mop Mama of any hazards, fragile items, or special cleaning requirements before the service.

8.2 If access is not possible at the scheduled time for any reason (including but not limited to: no keys provided, locked gates, incorrect address, alarm system not disarmed, failure to be home when required, or other client-related issues preventing entry), the service will be deemed a late cancellation, and the full-service fee will be charged.

8.3 All areas to be cleaned must be reasonably tidy before our arrival (e.g., floors clear of toys/clutter, sinks free of excessive dishes). Mop Mama reserves the right to charge extra for significant decluttering before cleaning can commence.

8.4 If pets are on the premises, the client must ensure they are secured and that animal waste is removed from floors/yards. Mop Mama will not clean animal waste unless agreed in advance for an additional fee.

9. Access & Security

9.1 If you are not home at the time of service, you must arrange secure access (e.g., lockbox, key drop, or code).

9.2 If we arrive and cannot access the property, we will attempt to contact you by phone and SMS.

9.3 Mop Mama takes all reasonable steps to ensure property security but is not liable for loss or damage where access instructions were followed as provided.

9.4 Keys left in unsecured locations (e.g., under mats, in letterboxes, under bins) are done so at the client’s own risk. Mop Mama is not liable for lost keys in such cases.

10. Parking Requirements

• Clients must arrange parking for our cleaners.
• Any parking fees incurred will be added to the invoice.
• If no parking is available within 100m of the property and no alternative arrangement is made, the booking may be cancelled and charged a 50% cancellation fee.

11. Pricing & Payment

11.1 Prices are listed on our website and/or confirmed in your booking.

11.2 All prices include GST unless otherwise stated.

11.3 A 50% deposit is required at the time of booking to secure your appointment.

• The deposit is non-refundable if cancellation or rescheduling occurs with less than 48 hours’ notice.
• The remaining 50% balance is due on the day of service and can be paid via your preferred payment method (cash, EFT, credit/debit card, or other methods as agreed).

11.4 Overdue invoices may incur a late payment fee of $10 per week until paid in full.

11.5 Mop Mama reserves the right to require full payment upfront for high-value or first-time bookings.

11.6 Additional charges will apply if the property’s condition requires extended cleaning beyond the booked service type – for example, heavy grease build-up, large quantities of rubbish, or excessive pet hair.

11.7 Ongoing Cleaning Terms: Subscription pricing applies to Standard and Deep cleans and requires a minimum commitment of 3 months or 4 services. Pricing is based on the agreed home size and scope at onboarding. Additional services, changes in condition, or increased workload may require a revised quote.

11.8 Mop Mama does not provide residential cleaning services on public holidays. Commercial cleaning services are paused on public holidays unless otherwise agreed in writing. Where a client elects to proceed with cleaning on a public holiday, a 50% public holiday surcharge applies to the total booking value, reflecting increased staffing costs. All public holiday services are subject to staff availability.

12. Cancellations & Rescheduling

12.1 More than 48 hours’ notice (2 days): No cancellation or rescheduling fee. Your deposit will be refunded or applied to your new booking.

12.2 24–48 hours’ notice: Your 50% deposit will be kept as a cancellation fee.

12.3 Less than 24 hours’ notice, same-day cancellation, or no access on arrival: The full-service fee will be charged.

12.4 Rescheduling is subject to availability and the same notice periods and deposit rules above.

12.5 Where cancellations or reschedules are made outside of business hours, the next business day is when the cancellation/reschedule will take effect.

12.6 For ongoing services (weekly, fortnightly, monthly), we require 7 days’ written notice to cancel future bookings.

12.7 If less than 7 days’ notice is given, a 50% cancellation fee of the agreed service price will be charged for any cleans booked within that period.

12.8 In the event of a genuine medical emergency, Mop Mama may waive the cancellation fee at its discretion. A medical certificate may be requested.

13. Minimum Booking Times

• Standard Cleaning: 2–3 hours minimum
• Deep Cleaning: 3–4 hours minimum
• End-of-Lease Cleaning: 4–5 hours minimum
• Commercial Cleaning: Quoted individually

14. Hot Weather Safety
    • If the forecast temperature is 35°C or above, please ensure air conditioning is available and running during the service.
    • If no cooling is available and prior arrangements have not been made, the booking may be cancelled and charged a 50% cancellation fee.

15. Damages & Liability

15.1 Mop Mama is insured for public liability and takes reasonable care when providing services.

15.2 We are not liable for:

• Pre-existing damage or wear and tear.
• Items not securely fixed or inherently fragile.
• Discolouration due to age, wear, or improper care before our service.

15.3 Any damage must be reported within 24 hours of service completion. Mop Mama send you a claims report to complete within 7 days, and will investigate and, if responsible, repair or replace the item to a reasonable standard.

15.4 Mop Mama is not liable for pre-existing damage, normal wear and tear, or damage to fragile, sentimental, or high-value items unless explicitly agreed prior to service.

15.5 If other tradespeople or service providers are present during our visit, Mop Mama is not responsible for any damage unless it can be proven our team caused it.

16. Health & Safety

16.1 Mop Mama staff may refuse or stop a job if:

• There are unsafe conditions (e.g., exposed wiring, hazardous waste).
• Aggressive or abusive behaviour occurs.
• The work requested is outside our agreed scope.

16.2 Cleaners are not required to move heavy furniture or work at unsafe heights.

16.3 Mop Mama reserves the right to stop work and leave the premises if unsafe, unsanitary, or abusive conditions arise. In such cases, the full-service fee will still apply.

17. Satisfaction Guarantee

17.1 If you are dissatisfied with the service, you must notify us within 24 hours of completion.

17.2 Mop Mama will arrange a re-clean of the affected areas at no additional cost if the complaint is valid.

17.3 The guarantee does not apply if the property becomes dirty again after the service.

17.4 The guarantee applies only to the original booked service scope – additional or missed areas outside the agreed scope are not covered.

18. Non-Solicitation of Staff

18.1 To protect our staff and business, you agree not to directly employ, engage, or contract any Mop Mama cleaner introduced to you through our services for private or external cleaning work, without Mop Mama’s written consent.

18.2 This restriction applies during your service period and for 6 months after your last completed booking.

18.3 If this clause is breached, you agree to pay Mop Mama a $750 referral and recruitment recovery fee per staff member, which reflects the costs associated with recruiting, onboarding, and training staff.

19. Photo/Video/Media Consent

19.1 Mop Mama may take before-and-after photos of cleaning work for quality control, staff training, and promotional purposes.

19.2 Personal identifiers will not be included in marketing material.

19.3 If you do not consent, you must notify Mop Mama in writing prior to your booking.

20. Privacy & Data Protection

20.1 Mop Mama collects and stores personal information for booking and service purposes only.

20.2 We do not share your information with third parties except where required by law.

20.3 For full details, please see our Privacy Policy.

21. Australian Consumer Law

21.1 These Terms do not exclude any rights you have under the Australian Consumer Law (ACL).

21.2 If services fail to meet consumer guarantees, you are entitled to a remedy such as a repair, re-clean, or refund depending on the circumstances.

22. Governing Law

22.1 These Terms are governed by the laws of New South Wales, Australia.

22.2 Any disputes will be resolved in NSW courts or relevant tribunals.

By booking Mop Mama, you acknowledge you have read, understood, and agreed to these Terms & Conditions.