Terms & Conditions
Last updated: 29 September 2026
These Terms & Conditions apply to cleaning services provided by Cleaning Doctor Limited, trading through Cleaning Doctor Auckland.
By accepting a quote, confirming a booking or using our services, you agree to the terms below.
1. About Cleaning Doctor
Cleaning Doctor Limited provides residential and commercial cleaning services, including regular house cleaning, deep and spring cleaning, end-of-tenancy and moving cleaning, commercial cleaning, carpet cleaning, window cleaning and upholstery cleaning.
2. Quotes and Pricing
Quotes are prepared using the information you provide, including the property size, condition, required services, access details, photos and any special instructions.
If the property, access or cleaning requirements differ materially from the information provided, the price or time required may change. We will discuss additional chargeable work with you before proceeding where reasonably possible.
Prices are GST-inclusive unless clearly stated otherwise. Quotes remain valid for the period shown on the quote and may be updated after that period.
3. Booking Confirmation
A booking is confirmed once the service, property, date, estimated arrival time and price have been agreed.
Arrival times may be affected by traffic, earlier bookings, weather, access difficulties or circumstances outside our reasonable control. We will notify you if a significant delay occurs.
4. Property Access
You must provide safe and reasonable access to the property at the agreed time.
This may include supplying keys, lockbox or gate codes, alarm instructions, parking information or arranging for someone to meet our team.
A cancellation or call-out fee may apply if our team cannot enter the property as arranged.
5. Customer Responsibilities
Before the service, customers should:
Remove or secure valuable, fragile and important personal items
Secure pets where required
Provide clear access to the areas being cleaned
Tell us about delicate, damaged or high-risk surfaces
Tell us about product restrictions or special instructions
Ensure electricity, hot water and lighting are available where required
Disclose any known hazards or unsafe conditions
We are not responsible for pre-existing damage, loose fittings, unstable fixtures, worn surfaces or items that have not been appropriately secured.
6. Confirmed Cleaning Scope
Our team will complete the work included in the accepted quote or confirmed booking.
Extra rooms, appliances, windows, heavily soiled areas, interior cupboards, garages, carpet cleaning, stain treatment, odour treatment or other work may cost extra unless specifically included.
7. Property Condition and Additional Time
Cleaning time depends on the size and condition of the property.
Heavy build-up, clutter, grease, mould, soap scum, pet hair, staining or other unexpected conditions may require additional time or specialist treatment.
Where reasonably possible, we will contact you for approval before completing work that would increase the agreed price.
8. Stains, Marks and Existing Damage
We cannot guarantee the removal of permanent stains, discolouration, mould damage, rust, hard-water marks, paint, worn finishes or damage caused by age, previous products, poor maintenance or ordinary wear and tear.
Cleaning may improve the appearance of a surface without restoring it to a new condition.
9. Payment
Payment is due according to the accepted quote, invoice or booking confirmation.
Payment after service is available for most standard residential bookings. Prepayment or immediate payment may be required for unattended properties, moving cleans, larger bookings, commercial work or other selected services.
Overdue invoices may incur reasonable recovery costs, collection costs or other charges where stated in the invoice or previously agreed.
10. Online Payments and Surcharges
Payments may be processed through services such as Stripe or Xero.
Card-processing fees or surcharges may apply where disclosed before payment. Customers may use another available payment method to avoid a card surcharge.
11. Cancellations and Rescheduling
Please provide as much notice as possible if you need to cancel or move a booking.
A reasonable cancellation or call-out fee may apply for short-notice cancellations, same-day cancellations or failure to provide access, particularly where staff time and travel have already been allocated.
We may reschedule a booking because of illness, weather, equipment failure, safety concerns, access problems or circumstances outside our reasonable control. We will contact you as soon as reasonably possible to arrange another suitable time.
12. Health and Safety
Our team may refuse to begin or may stop work where conditions present an unreasonable health or safety risk.
Examples include hazardous materials, bodily fluids, dangerous mould, pest infestations, exposed sharp objects, unsafe electrical items, unstable surfaces, aggressive animals or severely unhygienic conditions.
Extra costs may apply if specialist handling, protective equipment or additional time is required and agreed.
13. Service Guarantee
Our 48-hour service guarantee applies to genuine missed cleaning tasks included in the confirmed scope.
Contact us within 48 hours of completion and provide details and photos where possible. Where the concern is covered, we will arrange a reasonable opportunity to inspect or re-clean the missed area.
A re-clean is normally the first remedy offered before a refund is considered.
The guarantee does not cover permanent staining or damage, wear and tear, mould damage, inaccessible areas, tasks outside the accepted quote or new mess created after the service.
See our Service Guarantee page for complete details.
14. Refunds and Remedies
Concerns are assessed according to the circumstances and applicable New Zealand consumer law.
We must normally be given a reasonable opportunity to inspect and correct a reported cleaning issue. A refund will not normally be provided when a reasonable inspection or re-clean has been refused.
Nothing in these terms limits any rights or remedies available under the Consumer Guarantees Act 1993 or other applicable New Zealand law.
15. Photos and Service Records
We may take photographs before or after cleaning to document property condition, confirm completed work, manage quality, train staff or resolve service concerns.
Identifiable photographs will not be used for public marketing without permission. Any permitted marketing use will avoid displaying personal information or identifying the customer’s address.
16. Damage and Liability
Cleaning Doctor will take reasonable care when providing its services.
To the extent permitted by law, we are not responsible for pre-existing damage, ordinary wear and tear, unstable fittings, poorly maintained surfaces or damage resulting from inaccurate or incomplete information supplied by the customer.
You must tell us before work begins about delicate, damaged, valuable or unusually high-risk items and surfaces.
Please report any suspected damage as soon as reasonably possible so that we can investigate.
17. Commercial Cleaning
Commercial cleaning may be subject to an additional service agreement, scope of work or payment terms based on the premises, cleaning frequency, access arrangements and health and safety requirements.
If a separate written agreement conflicts with these general terms, the separate agreement will apply to the extent of that conflict.
18. Privacy
We collect and use information required to manage enquiries, quotes, bookings, payments, communication and service delivery.
Please read our Privacy Policy for more information about how personal information is collected, stored, used and protected.
19. Changes to These Terms
Cleaning Doctor Limited may update these Terms & Conditions when its services, systems or legal obligations change.
The latest version will be available on this website with the updated date shown above.
20. Governing Law
These terms are governed by the laws of New Zealand.
21. Contact Us
For questions about these Terms & Conditions, contact:
Cleaning Doctor Limited
Email: info@cleaningdoctorauckland.co.nz
Free phone: 0800 555 440
Website: cleaningdoctorauckland.co.nz