Legal
TERMS OF SERVICE.
Clear, fair terms for everyone who uses our platform — customers and cleaning professionals alike.
Legal
Clear, fair terms for everyone who uses our platform — customers and cleaning professionals alike.
Last updated: 10 March 2026
These Terms of Service ("Terms") govern your use of the Simply Maid platform, website, and services. By creating an account, placing a booking, or using our platform in any capacity, you agree to be bound by these Terms. If you do not agree, please do not use our services.
Simply Maid is operated by Simply Maid Pty Ltd (ABN 20 607 907 830), an Australian company headquartered in Sydney, New South Wales. We service seven major Australian cities: Sydney, Melbourne, Brisbane, Perth, Adelaide, Gold Coast, and Canberra.
If you have any questions about these Terms, please contact us at hello@simplymaid.com.au or call 1300 009 363.
"Platform" means the Simply Maid website, mobile experience, and associated booking and management systems.
"Customer" or "Client" means any individual or entity that books or receives cleaning services through the Platform.
"Cleaning Professional" or "Provider" means an independent contractor registered on the Platform to perform cleaning services.
"Booking" means a confirmed request for cleaning services made through the Platform.
"Labour Hour" means one hour of cleaning work performed by one cleaning professional. A team of two professionals completing one hour of work equals two labour hours.
"Service Time" means the scheduled date and time window for a cleaning booking.
"Simply Maid", "we", "us", or "our" refers to Simply Maid Pty Ltd.
Simply Maid is a digital platform that connects customers with independent cleaning professionals. We are not a cleaning company in the traditional sense — we are a technology platform that facilitates the booking, payment, and management of cleaning services.
Cleaning professionals registered on our platform are independent contractors, not employees of Simply Maid. They set their own schedules, use their own equipment and supplies, and operate under their own Australian Business Number (ABN). Simply Maid does not direct or control how cleaning professionals perform their work.
All cleaning professionals on our platform have undergone a rigorous vetting process including identity verification, police checks, and skills assessment through our Simply Maid Academy.
To use our services as a customer, you must be at least 18 years of age and have the legal capacity to enter into a binding agreement. By placing a booking, you represent that you have authority to grant access to the property being cleaned and that the property is suitable for residential cleaning services.
When you create an account or place a booking, you agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
A booking is confirmed once payment authorisation has been successfully processed. Simply Maid reserves the right to decline or cancel any booking at our discretion, including where the property description does not match actual conditions.
Our prices are based on the type of clean, the size of your home (number of bedrooms and bathrooms), and any additional services selected. Prices displayed at the time of booking are estimates based on average cleaning times for homes of similar size and condition.
We have a minimum of three labour hours for any hourly booking. Labour hours may include time taken to load and unload supplies and equipment from the cleaning professional's vehicle.
Simply Maid reserves the right to adjust pricing at any time. If a price change affects an upcoming booking, we will notify you before the service. For recurring bookings, price changes will be communicated at least seven days in advance.
We accept Visa, Mastercard, and American Express. A payment hold (pre-authorisation) is placed on your card approximately 48 hours prior to your scheduled service. You are not charged until the evening of your completed service, when the final amount is captured.
We reserve the right to cancel any booking where payment authorisation fails. All prices are quoted in Australian dollars and include GST where applicable.
Our standard cleaning rates are based on the following maximum time assumptions per home size:
1 Bedroom — 3.0 labour hours
2 Bedrooms — 3.5 labour hours
3 Bedrooms — 4.0 labour hours
4 Bedrooms — 5.0 labour hours
5 Bedrooms — 6.0 labour hours
6+ Bedrooms — 7.0 labour hours
If the cleaning time regularly exceeds these assumptions for your home, we will contact you to discuss a rate adjustment. Most cleans are completed well within these time limits.
Our Happiness Guarantee is our commitment to your satisfaction. If you have concerns about a clean you have received, here is our process:
Contact us within 48 hours of your cleaning (or 48 hours for move-in/move-out cleans) with details of your concerns. Photos of the areas in question may be requested.
We will schedule a complimentary re-clean at no cost to you, to be completed within seven business days of the original service. Our team will return to address the specific areas of concern.
If you are still unsatisfied after the re-clean, we will review your concerns and provide a fair credit or refund.
The Happiness Guarantee does not apply to services that were not completed as booked due to customer-side issues (e.g. lack of access, water, or electricity), or where the scope of work changes after the booking was placed.
All cancellations and rescheduling requests must be made at least 24 hours prior to the scheduled service time.
Cancellations made with less than 24 hours notice may incur a $70 cancellation fee to cover the cost of disrupted service to the cleaning professional.
Repeated late cancellations may result in suspension or termination of your account.
Simply Maid reserves the right to cancel or reschedule any booking at any time due to unforeseen circumstances (see Section 15).
Please be aware that late cancellations directly impact cleaning professionals' earnings and daily schedules.
If you will not be home, please provide clear entry instructions and any necessary alarm codes in your booking notes or by contacting us directly. A $50 fee may apply if the cleaning professional arrives and is unable to access the property. This fee covers the professional's lost travel time and fuel.
Simply Maid does not accept or hold keys on behalf of customers. We cannot track or retrieve any keys passed directly to a cleaning professional. We strongly recommend using a key lockbox as a secure and convenient access method.
Please ensure that cleaning professionals have full access to your home during the service, including running water, electricity, and the ability to complete their work without interruption from other service providers. Any pets or minors should be supervised to avoid interrupting the cleaning (see Section 11 for pet-specific policies).
A $50 fee may apply if the cleaning professional arrives and is unable to complete the service due to lack of access, utilities, or other interruptions.
If your property has active security cameras, audio recording devices, or smart home monitoring systems in areas where cleaning will take place, you must disclose this at the time of booking. Cleaning professionals have the right to be informed that they are being recorded. Failure to disclose active recording may result in cancellation of the service.
Simply Maid supports the reasonable use of security cameras for property protection. However, cameras must not be placed in bathrooms, changing areas, or any location where a reasonable expectation of privacy exists.
If your property is within a strata or body corporate building with restricted access (e.g. key fobs, intercom, visitor parking permits), you are responsible for arranging access and any required visitor authorisation in advance. Simply Maid is not responsible for delays or cancellations caused by building access restrictions.
Our cleaning professionals take great care when working in your home. If a breakage, damage, or loss occurs during a cleaning, you must notify Simply Maid within 48 hours of the service by email or phone, including a photo and reasonable estimate of the damage.
Once we receive your notification, we will work to repair or replace the item. Simply Maid reserves the right to engage suitable professionals to assess and repair damages, and will make payment arrangements directly.
Simply Maid is not responsible for:
Breakage due to normal wear and tear, age-related deterioration, or pre-existing damage.
Damage caused by improper assembly, construction, or mounting of items (e.g. shelves not secured to walls, loose fixtures).
Items of extraordinary value (e.g. fine art, antiques, jewellery, collectibles) that were not secured or disclosed prior to the service.
Water damage to surfaces or flooring that is not water-resistant or was already compromised.
We recommend that customers secure fragile, valuable, or sentimental items before the cleaning professional arrives.
Every booking made through Simply Maid is covered by our Care & Cover program, which includes up to $10 million in public liability insurance underwritten by Chubb Insurance Australia.
This coverage protects against:
Accidental damage to customer property during a cleaning service.
Third-party personal injury claims arising from the cleaning service.
This coverage does not extend to:
Pre-existing damage, normal wear and tear, or age-related deterioration.
Items not disclosed as fragile or high-value.
Damage caused by the customer's own negligence (e.g. failure to disclose hazards).
Loss of income, consequential losses, or any indirect damages.
Damage to vehicles, external property, or common areas not part of the booked service.
Claims must be reported to Simply Maid within 48 hours of the service. We will guide you through the claims process.
All cleaning professionals on our platform are required to hold a minimum of $5 million in public liability insurance. Professionals may either:
Maintain their own public liability insurance policy and provide a current certificate of currency, or
Opt into our platform insurance program at $5 per week (subject to a $1,000 excess per claim).
Cleaning professionals are independent contractors and are responsible for their own workers' compensation, personal injury, and income protection insurance. Simply Maid does not provide workers' compensation coverage to cleaning professionals.
We welcome pet-friendly homes. However, for the safety of both cleaning professionals and your pets:
All pets must be secured or supervised during the cleaning service.
Cleaning professionals are instructed not to enter a property if they believe a pet poses a safety risk.
Simply Maid reserves the right to cancel or reschedule any service where pets are unsecured.
A $50 fee may apply if the cleaning professional cannot enter the property due to unsecured pets.
Please note that pets may behave differently when their owners are not present. If you have a pet that may be anxious, territorial, or reactive around strangers, please make appropriate arrangements.
Cleaning professionals will clean around pet areas (beds, feeding stations, litter trays) but are not required to handle pet waste beyond what is included in the standard cleaning checklist.
For the safety of our cleaning professionals, the following restrictions apply:
Cleaning professionals will not move or lift heavy items (e.g. large furniture, appliances over 15kg).
Cleaning professionals will not clean at heights requiring more than a two-step ladder.
If you would like areas behind large appliances or furniture cleaned, please move them before the professional arrives.
Biological hazards — including human or animal urine and faeces, blood, vomit, medical waste, syringes, and mucous — pose health risks to cleaning professionals. Our professionals are not trained or equipped for bio-hazard remediation.
Cleaning professionals will clean around potential bio-hazards to the best of their ability and notify you of their presence. In any case where the cleaning professional feels their health or safety is at risk, we reserve the right to cancel the service immediately without penalty.
If the condition of a property is significantly beyond what was described at the time of booking — including hoarding conditions, excessive clutter, or unsanitary environments — our cleaning team has the right to either:
Re-evaluate and adjust the rate to reflect the additional work required, with your agreement, or
Decline the service entirely.
If a service is declined due to undisclosed property conditions, a $50 booking fee applies to cover the cleaning professional's travel time and fuel costs.
Standard cleaning services do not include mould remediation, asbestos removal, or the handling of any hazardous materials. If our cleaning professionals encounter suspected asbestos, significant mould growth, or any hazardous substance during a clean, they will stop work in the affected area and notify you.
We recommend engaging a licensed specialist for hazardous material assessment and removal.
If any occupant of your home has known allergies, chemical sensitivities, or respiratory conditions that may be affected by standard cleaning products, please inform us at the time of booking. Cleaning professionals use professional-grade products suitable for residential use, but specific product requests must be communicated in advance.
The following items and areas are generally excluded from standard cleaning services unless specifically requested and agreed upon:
Exterior windows, balconies, and outdoor areas
Garages, sheds, and outbuildings
Ceiling fans and light fixtures above safe reach
Inside of dishwashers and washing machines
Walls and ceilings (spot cleaning of marks may be included)
Upholstery, carpet shampooing, or steam cleaning
Pest-affected areas
Cleaning professionals require a safe place to park close to your property. This is typically not an issue in suburban areas, but in CBD and high-density locations, parking can be a challenge.
If paid parking is the only option, the cleaning professional will request your agreement before proceeding. The parking cost will be added to your final invoice.
If no suitable parking is available, the service may be cancelled or rescheduled.
Where possible, please arrange a visitor parking space or provide parking instructions in your booking notes.
Customers may set up recurring cleaning services on a weekly, fortnightly, or monthly basis. Recurring bookings are subject to these Terms.
Recurring bookings renew automatically at the agreed frequency until cancelled.
Price changes for recurring bookings will be communicated at least seven days in advance.
You may cancel or pause your recurring plan at any time by contacting us or through your account dashboard, subject to the 24-hour cancellation policy for the next upcoming service.
Where a pricing version is locked for your recurring plan (grandfathering), the locked rate applies until you change your service type or plan.
Simply Maid reserves the right to cancel or reschedule services due to:
Severe weather conditions (storms, flooding, extreme heat, bushfire smoke)
Natural disasters or government-declared emergencies
Vehicle breakdowns or accidents
Traffic incidents or road closures
Health and family emergencies affecting the cleaning professional
Pandemic-related restrictions or lockdowns
Any event beyond reasonable control of Simply Maid or the cleaning professional
We will notify you as soon as practicable and work to reschedule at a mutually convenient time. Simply Maid is not liable for any loss or inconvenience caused by events beyond our reasonable control.
Our offices are closed during national and NSW public holidays, including: New Year's Day, Australia Day, Good Friday, Easter Saturday, Easter Monday, Anzac Day, Queen's Birthday, Bank Holiday, Labour Day, Christmas Day, and Boxing Day.
Some cleaning professionals may choose to work on public holidays. If your regular cleaning professional is unavailable, we will contact you before your service to reschedule. Holiday support requests can be made via email or voicemail and will be addressed on the next business day.
Public holiday surcharges may apply in accordance with the cleaning professional's availability and are communicated at the time of booking.
Cleaning professionals who provide services through Simply Maid are independent contractors. They are not employees, agents, or representatives of Simply Maid.
As independent contractors, cleaning professionals:
Hold their own Australian Business Number (ABN)
Are responsible for their own taxation, superannuation, and GST obligations
Maintain their own public liability insurance (minimum $5 million)
Provide their own cleaning equipment and supplies
Set their own availability and accept or decline work at their discretion
Are responsible for their own workers' compensation and personal injury cover
Have completed Simply Maid Academy training and ongoing quality standards
Simply Maid conducts identity verification, police checks, and skills assessments for all cleaning professionals. However, the relationship between Simply Maid and the cleaning professional is that of a platform and independent contractor, not employer and employee.
Cleaning professionals on our platform are assessed on a four-category scoring system: Customer Satisfaction (40%), Reliability (25%), Quality Control (20%), and Hygiene Standards (15%). Professionals who consistently fall below performance thresholds receive coaching and support. Persistent quality issues may result in suspension or removal from the platform.
Cleaning professionals registered on our platform agree to:
Maintain a valid ABN and appropriate tax registrations
Hold current public liability insurance of at least $5 million
Maintain a valid police check (renewed every two years)
Arrive fully equipped with professional-grade cleaning supplies and equipment
Follow Simply Maid quality standards and service checklists
Communicate promptly regarding schedule changes, delays, or issues during service
Treat all customer properties, belongings, and personal information with respect and confidentiality
Not solicit customers directly or accept payment outside the Simply Maid platform
Cleaning professionals are responsible for their own workplace health and safety. This includes:
Assessing each property for risks before commencing work (slip hazards, chemical exposure, access issues)
Using appropriate personal protective equipment where required
Reporting any workplace injury to Simply Maid and to their own insurer
Refusing work that they reasonably consider unsafe
Maintaining their own income protection, personal accident, and workers' compensation insurance
Customers have a duty of care to ensure their property does not present unreasonable risks to the cleaning professional. This includes disclosing known hazards such as broken flooring, exposed wiring, pest infestations, or aggressive animals.
Simply Maid and our cleaning professionals reserve the right to refuse, cancel, or terminate any service for any reason, including but not limited to:
The cleaning professional feels threatened, unsafe, or uncomfortable
The cleaning professional is unable to complete the work within the maximum time allowance
The condition of the property does not match the description provided by the customer
The service requested differs materially from what was booked
The customer engages in behaviour that is abusive, harassing, or discriminatory towards the cleaning professional
The customer's property presents health or safety risks not disclosed at booking
Repeated late cancellations, no-shows, or payment failures
Where a service is refused due to customer misrepresentation or unsafe conditions, applicable fees (as outlined in these Terms) may apply.
To the maximum extent permitted by law, Simply Maid's total liability to you for any claim arising out of or in connection with these Terms or any service is limited to the amount you paid for the specific service giving rise to the claim.
Simply Maid is not liable for:
Any indirect, incidental, special, consequential, or punitive damages
Loss of profit, revenue, data, or business opportunity
Damage caused by events beyond our reasonable control (see Section 15)
Actions or omissions of cleaning professionals to the extent they act outside the scope of services booked through the Platform
Pre-existing damage, normal wear and tear, or undisclosed property conditions
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded, restricted, or modified by agreement.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services re-supplied or to receive a refund if services are not of acceptable quality and the failure does not amount to a major failure.
To the extent permitted by law, our liability for breach of a non-excludable guarantee is limited to re-supplying the services or paying the cost of having the services re-supplied.
All content on the Simply Maid platform — including text, graphics, logos, images, software, and trademarks — is the property of Simply Maid Pty Ltd or its licensors and is protected by Australian and international intellectual property laws.
You may not reproduce, distribute, modify, or create derivative works from any content on our platform without our prior written consent.
You agree to indemnify and hold harmless Simply Maid, its directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising out of or in connection with:
Your breach of these Terms
Your misuse of the Platform
Your failure to disclose property hazards, access issues, or other material information
Any dispute between you and a cleaning professional that is not related to the services booked through the Platform
If you have a concern or dispute regarding our services, we encourage you to contact us first at hello@simplymaid.com.au or 1300 009 363. We are committed to resolving issues fairly and promptly.
Internal resolution: Contact our support team. We aim to resolve all concerns within five business days.
If we are unable to resolve the matter to your satisfaction, you may escalate to an independent dispute resolution service or lodge a complaint with your state or territory consumer affairs body.
Nothing in this clause prevents you from making a complaint to the Australian Competition and Consumer Commission (ACCC) or seeking remedies under the Australian Consumer Law.
Your privacy is important to us. Our collection, use, and disclosure of personal information is governed by our Privacy Policy, available at simplymaid.com.au/privacy. By using our Platform, you consent to the practices described in our Privacy Policy.
These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts that may hear appeals from those courts.
Simply Maid may update these Terms from time to time. Material changes will be communicated via email or through the Platform. Your continued use of our services after changes are posted constitutes acceptance of the updated Terms.
We encourage you to review these Terms periodically.
If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.
If you have any questions about these Terms, please contact us:
Email: hello@simplymaid.com.au
Phone: 1300 009 363
Website: simplymaid.com.au
Mail: Simply Maid Pty Ltd, Sydney, NSW, Australia
