Our Policies

Lockout Policy

We value your time and ask that you respect ours. To ensure your scheduled clean proceeds without disruption, please ensure one of the following is arranged prior to our arrival:

• Leave keys or an access card in an agreed-upon location
• Arrange for a site representative to be present to provide entry
• Provide building access codes or security details in advance

An SMS reminder will be sent to you 24 hours before your scheduled appointment.

If our team cannot access the premises

We will attempt to contact you within 15 minutes of arrival. If we are unable to reach you, a full lockout fee will apply.

• Entry arranged within 30 minutes: A $25 fee will apply to compensate our team for lost time.
• Full lockout fee: 75% of the scheduled service cost, up to a maximum of $150. This covers travel time, lost income, and scheduling disruption.

Late Cancellation Policy

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

• Late cancellation fee: Cancellations made with less than 24 hours' notice will incur a fee of 50% of the scheduled service cost, up to a maximum of $150.

We understand that unexpected situations arise. Genuine emergencies will be assessed on a case-by-case basis. However, repeated late cancellations may result in termination of ongoing services.

Payment Policy

One-off and initial cleans

• Full payment is due the day before the scheduled service, or
• A 50% deposit is required before the clean, with the remaining balance due on the day of service

Regular ongoing contracts

• Payment is due upon receipt of invoice, unless otherwise agreed in writing

Accepted payment methods

• Bank transfer (EFT)
• Credit card
• Debit card

Goods & Services Tax

MyQuest Pty Ltd is registered for GST (ABN 65 693 175 405). All prices quoted are exclusive of GST unless otherwise stated in writing.

Late payments

An interest-based late fee of 10% of the outstanding balance per month will apply to overdue invoices. Please ensure timely payment to avoid additional charges.

Privacy Policy

MyQuest Pty Ltd (ABN 65 693 175 405, ACN 693 175 405) is committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

We collect your name, contact details, site address, and service preferences solely for the purpose of scheduling and delivering your cleaning services. We do not sell, rent, or share your information with third parties except as required to deliver our services or comply with legal obligations.

Enquiry and quote request forms on our website submit data to Web3Forms (web3forms.com), a third-party form processing service based outside Australia. By submitting a form you consent to your details being transmitted to and processed by Web3Forms in accordance with their privacy policy. You may request access to, correction of, or deletion of your personal information at any time by contacting us at hello@myquest.au. We retain your personal information only for as long as necessary to provide our services or as required by law.

Terms of Service

By engaging MyQuest Pty Ltd, you agree to the following terms:

Site access and preparation

Clients are responsible for ensuring safe and clear access to all areas included in the scope of service. Please ensure relevant areas are accessible and that our team can work without obstruction.

Satisfaction guarantee

If you are not satisfied with any aspect of a clean, please contact us within 24 hours of the service. We will arrange a complimentary re-clean of the affected areas or offer a partial refund where appropriate.

Liability

MyQuest Pty Ltd holds appropriate insurance for the services we provide. In the event that you believe damage has resulted from our cleaning, please notify us within a reasonable timeframe. Legitimate claims caused by negligence will be addressed through our insurance coverage. Standard wear and tear is not covered.

Right to refuse service

We reserve the right to decline or discontinue service in cases of unsafe working conditions, harassment of our staff, or repeated policy violations.

Damage Policy

We take great care in every premises we clean. If something does go wrong, here is how we handle it:

Reporting damage

If you believe damage has occurred during a clean, please contact us as soon as reasonably possible. Include photos and a written description of the issue.

Assessment and resolution

Our team will assess all damage claims promptly. Legitimate claims for damage caused by negligence will be resolved through our insurance coverage. Standard wear and tear is not covered.