Cancellation Policy

Plans change, and we get it. Give us reasonable notice and there is no charge to cancel or reschedule. We only ask for fair notice so we can re-offer your slot and so our cleaners, who often travel a long way for a booking, aren't left out of pocket.

A fee only applies in the specific late-notice, same-day, no-show and no-access situations set out below, and we are always reasonable about genuine emergencies.

To cancel or reschedule a confirmed booking, simply:

• Reply to your booking confirmation email, or • Call us on 02 5850 2292, or • Email us at info@grimereapers.com.au.

Please include your name, booking date, and location so we can find your appointment quickly.

We ask for at least 24 hours' notice to cancel or move your appointment. With at least 24 hours' notice there is no charge.

If you give less than 24 hours' notice, a late-cancellation or rescheduling fee may apply, unless it is a genuine emergency (for example illness, or a family or medical emergency). The fee reflects the cleaner's reserved time and travel; our cleaners often drive a long way for a booking. The earlier you tell us, the easier it is for everyone, so please let us know as soon as you can.

If you cancel or reschedule on the day of the booking, or no one is there when our cleaner arrives, a same-day cancellation or rescheduling fee may apply. This is waived for genuine emergencies.

This fee covers the cleaner's reserved time and the fuel and travel for a job that can no longer go ahead. Any fee is advised when you book and confirmed in your quote where one applies.

You are responsible for arranging access for the confirmed window: someone at the property, or a key, lockbox, or entry method arranged with us in advance.

If our cleaner arrives within the confirmed window and cannot get in, they will wait up to 10 minutes and attempt to contact you. If we still cannot reach you or gain access, the cleaner will leave and a call-out fee may apply, because a crew's time and travel were committed to your booking.

For bookings that required a deposit, a no-access visit also forfeits the deposit (see "Booking Deposits" below). Repeated no-access visits may affect how we schedule future bookings.

Please arrange free, legal parking on-site or immediately adjacent to the property (a driveway, garage, or unrestricted street parking directly outside) for the confirmed window. Our cleaners carry equipment and supplies and cannot park a long walk away. If suitable parking cannot be arranged and the cleaner cannot safely access the property, the visit may be treated as a no-access visit and a call-out fee may apply.

Multiple flights of stairs with no lift: please tell us when you book. A stair or access surcharge may apply, and where it is not safe to carry equipment up multiple flights we may be unable to proceed.

Telling us about parking and stairs before you book avoids fees and disappointment on the day.

Occasionally we may need to reschedule due to crew availability, weather, or circumstances outside our control. If that happens we will contact you as early as possible and offer the next available time that suits you. You are free to choose a new slot or cancel at no cost.

No payment is processed through our website when you book. Most services are quoted and paid directly to us once the work is done.

Some services (currently end of lease cleaning and deep cleaning) require a small booking deposit to confirm your date and lock in our schedule, with the balance due on completion.

If you cancel or reschedule with at least 24 hours' notice, your deposit is fully refunded or transferred to your new booking. A deposit is only forfeited if you cancel with less than 24 hours' notice, do not show up on the day, or our crew arrives within the confirmed window and cannot access the property, for the reasons set out above.

Need to change a booking or have a question about this policy?

Grime Reapers Cleaning Co. Email: info@grimereapers.com.au Phone: 02 5850 2292 Service areas: Canberra ACT, Sydney NSW, Newcastle NSW, Port Stephens NSW, Melbourne VIC, Brisbane QLD