Policies – Rosewood & Luster

At Rosewood & Luster, we aim to deliver exceptional service with transparency, reliability and respect. Our policies ensure smooth communication, fair expectations and consistent results for every client.

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • Appointment times are approximate; we may arrive within a 30-minute window to allow for travel and job variances.
  • For recurring services, we keep your preferred time/day whenever possible.
  • Bookings can be made online, via message, or over the phone.

Booking & Scheduling

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • 24 hours’ notice is required for cancellations or rescheduling.
  • Cancellations within 24 hours may incur a 50% cancellation fee.
  • Failure to provide access on arrival may be treated as a late cancellation.

We understand life happens, but to ensure fairness to our team:

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • The property is accessible at the scheduled time.
  • Pets are secured for the safety of both your animals and our staff.
  • Any special access instructions are provided ahead of time.

To complete your service efficiently, please ensure:

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • All pricing will be confirmed before work begins.
  • Payment is required on the day of service, unless otherwise agreed in writing.
  • We accept card, bank transfer, and approved invoiced accounts.
  • Commercial, NDIS and Builders Clean clients may operate on invoiced payment terms.

Pricing & Payment

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • If you are not satisfied with any part of your clean, contact us within 24 hours.
  • We will return to fix the issue at no additional cost.
  • Refunds are not provided, but we will always rectify concerns.

Your happiness matters to us.

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • Heavy lifting
  • Extreme heights
  • Hazardous materials
  • Non-standard electrical or mechanical work

Our team follows a detailed checklist for each service.
Any additional tasks outside the agreed scope may require extra time or cost.
For safety, we do not perform tasks involving:

THANK YOU!

1. Booking & Scheduling

2. Cancellations & Rescheduling

3. Access to Your Property

5. Satisfaction Guarantee

6. Scope of Work

4. Pricing & Payment

7. Health & Safety

  • Our staff follow strict hygiene and safety protocols.
  • We use safe, high-quality products suited to the job.
  • If a working area is unsafe, we may refuse the task until conditions improve.

For your protection and ours:

Policies 8 - 12

8. Damage & Breakages
While we treat every property with care:
Small accidental breakages can occur during normal cleaning activities.
Any incident will be reported immediately.
Rosewood & Luster is covered by public liability insurance for major damages, but is not responsible for:
Pre-existing damage
Fragile or unsecured items
Items not disclosed as delicate
Clients are encouraged to store valuables or breakables in a safe place before the service.
9. Privacy & Confidentiality
Your privacy is important to us.
We do not share your personal information with anyone outside the business.
Photos may be taken for internal quality control or insurance purposes.
We will only use property photos for marketing with your explicit permission.
10. Terms for Outdoor & Gardening Services
Services may be rescheduled in severe weather conditions.
We require clear access to lawns and garden areas.
Excessive overgrowth or large green waste removal may incur additional charges.
11. Vehicle Detailing Policies
Vehicles must be legally parked and accessible.
Pre-existing damage will be documented before work begins.
We cannot guarantee removal of stains or odours that have penetrated deeply over time, but we always attempt the safest, most effective method.
12. Builders & Commercial Cleaning Policies
A site walkthrough may be required before quoting.
Final handover cleans must be booked in advance due to high demand.
Construction sites must be safe and compliant before our team attends.