Terms and conditions
The terms that apply when you book a clean with Book My Cleaning NZ. We have kept them short and in plain English.
Last updated 23 September 2026. Book My Cleaning NZ, Auckland, New Zealand · info@bookmycleaning.co.nz
1. About these terms
These terms form the agreement between you and Book My Cleaning NZ ("we", "us", "our") when you book cleaning services through bookmycleaning.co.nz, by email or through our staff. By confirming a booking you accept these terms. Bookings made online or by email are binding contracts under the Contract and Commercial Law Act 2017. Nothing in these terms excludes, restricts or modifies any right you have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other law that cannot lawfully be excluded.
2. Your rights under the Consumer Guarantees Act
If you are a consumer, our services come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. We guarantee that our services will be:
- carried out with reasonable care and skill;
- fit for any particular purpose you make known to us;
- completed within a reasonable time; and
- charged at a reasonable price, where no price was agreed in advance.
If a service fails to meet a guarantee and the problem can be fixed, you can ask us to fix it within a reasonable time. If we don't, or if the failure is substantial or can't be fixed, you may cancel the service and get a refund, or have someone else fix it and recover the reasonable cost from us. You can also claim for any reasonably foreseeable loss caused by the failure.
3. Booking and prices
- All prices are in New Zealand dollars (NZD) and include GST. The price shown before you confirm is the price you pay for the service as described.
- It covers the cleaner's time, professional products and equipment (for one-off services) and our 72-hour re-clean guarantee.
- Prices are based on the information you give us. If the property is materially different from what was described (for example much larger, with extra rooms, or in a significantly worse condition), we will contact you before starting and agree any change with you. You are never charged more without your agreement, and you may cancel free of charge if you do not accept the new price.
- A booking is confirmed when we send you a confirmation email with a reference beginning BMC-.
4. Paying
- On the day by card or cash to your cleaner once the work is done.
- Bank transfer: our details are on your invoice and confirmation email.
- Card online: processed securely by Stripe. We never see your full card number.
- Business customers may be invoiced monthly on agreed terms.
We issue a tax invoice for every booking. We do not add card surcharges. Nothing is taken in advance unless you choose to pay online when booking.
5. Changing or cancelling
You can change or cancel a booking free of charge up to 24 hours before the start time, using the link in your confirmation email, from your account, or by emailing us.
If you cancel within 24 hours of the start time, or our cleaner cannot get in when they arrive (see section 7), we may charge a late cancellation fee of up to 50% of the booking price, because the cleaner has set aside that time and turned down other work. This fee reflects our reasonable costs and is not a penalty.
If we need to cancel or reschedule, we will tell you as early as possible and you pay nothing. If you have paid in advance, you will receive a full refund if we cannot offer a time that suits you.
6. Our 72-hour re-clean guarantee
If you, your landlord or your property manager are not satisfied with any part of the clean, tell us within 72 hours of the clean finishing by emailing info@bookmycleaning.co.nz with your booking reference, a short description and, if possible, photos or the relevant part of the final inspection report. We will return and re-clean the affected areas at no cost to you, at a time agreed with you.
For the re-clean we need access to the property, and the areas concerned must not have been used or re-soiled since our clean. This guarantee is in addition to, and does not limit, your rights under the Consumer Guarantees Act described in section 2.
Bonds: we are not a party to your tenancy agreement. Your bond is held by Tenancy Services and is refunded when you and your landlord agree, or when the Tenancy Tribunal decides. We clean to the standard property managers inspect against and will re-clean anything cleaning-related raised within 72 hours, but we cannot guarantee the outcome of a bond claim or deal with damage that is not caused by cleaning (for example wear and tear, damage or maintenance issues).
7. Access, safety and your property
- Please make sure we can get in at the booked time, and tell us about any keys, lockboxes, building access or parking arrangements in the booking notes. If keys are collected from a property manager, you authorise us to collect and return them.
- Water and electricity must be connected and working, including hot water. Without them we may be unable to complete the clean.
- Please tell us about pets, alarms, delicate surfaces, and any hazards such as mould, asbestos, sharps, pests or unsafe structures. Our cleaners may decline work they reasonably believe is unsafe, in line with the Health and Safety at Work Act 2015.
- For end of tenancy cleans, please remove personal belongings and rubbish before we arrive so we can reach every area.
- Please put away cash, jewellery and valuables. Our cleaners are police-vetted, but this protects everyone.
8. What is not included
Unless listed in your booking, we do not: move furniture that two people cannot safely lift; work at heights above a two-step ladder; clean exterior windows above ground level; remove hazardous materials, biohazards, needles or asbestos; treat mould caused by ongoing damp or leaks (we clean it, but it will return until the cause is fixed); remove rubbish in bulk; or carry out repairs, painting or pest control. We will tell you before starting if something cannot be done.
9. Damage and liability
We carry public liability insurance. If our cleaner damages your property through a failure to take reasonable care, please tell us within 7 days with photos where possible (this time limit helps us investigate and does not remove your rights under the Consumer Guarantees Act). We will repair, replace or compensate you for the reasonable cost, as appropriate.
We are not responsible for damage caused by pre-existing faults, items that were not properly installed or secured, normal wear and tear, or following your specific instructions.
Business customers: if you acquire our services for the purposes of a business, you agree that, to the extent permitted by law, the Consumer Guarantees Act 1993 does not apply, and sections 9, 12A and 13 of the Fair Trading Act 1986 do not apply, where it is fair and reasonable for you to be bound by this clause. For business customers our total liability for any booking is limited to the price of that booking, except for damage caused by our negligence, and we are not liable for indirect or consequential loss.
10. Regular cleaning plans
Weekly and fortnightly plans continue until you pause or cancel them. There is no lock-in contract and no notice period. You can skip, reschedule, pause or cancel any visit from your account or by email, subject to the 24-hour rule in section 5. If you pay by card automatically, each visit is charged after it takes place. We will give you at least 30 days' notice by email of any price change for a regular plan, and you may cancel before it takes effect.
11. Photographs of the work
Our cleaners may take before-and-after photographs of the rooms they clean as a record of the work. These are handled under our privacy policy and are never used for advertising without your written permission.
12. Staff and non-solicitation
Our cleaners are vetted and trained by us. We ask that you do not arrange private work directly with a cleaner introduced by us for 6 months after your last booking. If you would like the same cleaner every visit, just ask and we will arrange it.
13. Reviews
We welcome honest reviews, good and bad. We only publish reviews from genuine customers, we do not pay or reward people for positive reviews, and we do not remove negative reviews simply because they are negative.
14. Your information
How we handle your personal information is explained in our privacy policy. In short: we use it to provide the service, we never sell it, and you can ask to see or correct it at any time.
15. Complaints and disputes
If something is not right, please email info@bookmycleaning.co.nz with your booking reference. We acknowledge complaints within 2 working days and aim to resolve them within 5 working days.
If we cannot resolve it together, you can apply to the Disputes Tribunal, or get free advice from Consumer Protection (MBIE) or Citizens Advice Bureau.
16. Changes to these terms
We may update these terms from time to time. The version that applies to your booking is the one on this page when you confirmed it. Changes will not affect bookings already confirmed without your agreement.
17. The law that applies
These terms are governed by the laws of New Zealand, and the courts and tribunals of New Zealand have jurisdiction.