We require a minimum of 24 hours notice for all cancellations or reschedules.

Cancellations submitted with less than 24 hours notice will incur a 50% cancellation fee, up to a maximum of $120.00.

We understand that emergencies happen and are accommodating under these circumstances, assessing on a case by case basis. Please be advised that repeated cancellations may result in termination of future services.

To cancel or reschedule, please contact us on +61 487 639 999 or contact@keptbrisbane.com.au as soon as possible.

To ensure your service runs as smoothly as possible please ensure key are left in an agree location prior to the service, or that you are present at the property to provide entry.

If we cannot access the home, we will attempt to contact you within 15 minutes of arrival. If we are unable to reach you, a lockout fee of 75% of the service cost, up to $120.00, will apply. This is to cover the cost of lost income, travel time and schedule disruption.

You will receive an invoice via SMS after completion of your service.

Payment is due within 24 hours of receipt of the invoice. Accepted payment methods are bank transfer, credit card and debit card.

Late payment fees of 10% of the outstanding balance per day late will apply. Please ensure payment is made within 24 hours of the service to avoid additional charges.

Kept Brisbane is committed to protecting your personal information.

Information collected:

Name, phone number, email address, residential/building address.

Payments and payment information are processed securely through Square. Kept Brisbane does not collect, store, or have access to your full payment card details. We only receive transaction information required to confirm your payment and provide our services.

How we use your information:

To schedule and manage your cleaning services

To communicate with you regarding bookings, invoices and reminders

To gather feedback about services and customer experience

We do not:

Sell or trade your personal information to third parties

Share your information with anyone other than the individual that will attend your service.

If your personal information changes, please update us at contact@keptbrisbane.com.au

By engaging Kept Brisbane’s services, you agree to the following terms:

Preparing your property: Please ensure pets are secured, if necessary. Floors and surfaces must be clear of clutter, so service time is not impacted by tidying up.

Standard of Care: We provide premium, high quality services. We are not a restoration service. Some marks, rust, erosion, calcium build up and stains cannot be removed.

Pricing, Scope of Work and Time: All quoted prices are based on property size, general condition of the home as described by the client and service selected. If additional work is required upon arrival due to unexpected condition of the home, price may be adjusted. Please be as thorough with your home description as possible to ensure the most accurate pricing.

Complaints: any major concerns must be reported within 6 hours of completion of the service. Any complaints after this time are void. Where appropriate we may offer a re-clean of certain areas at our discretion. Refunds are not offered under any circumstances.

Liability: Kept is fully insured. If you believe damage has been caused by our service, please let us know within the 6 hour timeframe. This applies to legitimate claims caused by negligence. We are not responsible for wear and tear, pre existing damage or old age.

Media Release: Kept Brisbane may occasionally take photographs of work for quality assurance, training, or marketing purposes. Where photographs are used for marketing, we will take reasonable steps to avoid including identifying information, personal belongings, family photographs, addresses, or any other information that could identify the client or their property. Clients may withdraw their consent for future use of photographs at any time by contacting Kept Brisbane.

Right to refuse service: We reserve the right to refuse or discontinue service in cases of unsafe work condition, harassment or abuse of staff, or repeated policy violations.

We take great care and pride in our work, however, if something does go wrong, this is how we handle it:

If you believe damage has been caused by our service, please let us know within 6 hours of completion of the service. Include photos and a description of the issue.

Legitimate claims for damage caused by negligence will be taken care of through insurance. Standard wear and tear, pre existing damage and old age is not covered.

Contact us at +61 487 639 999 or contact@keptbrisbane.com.au to lodge concerns.