Please view our ‘Terms & Conditions’ bellow

Paul The Cleaner Ltd
Cleaning Services Terms and Conditions

Last updated: 22 September 2026

These Terms and Conditions apply to cleaning services provided by Paul The Cleaner Ltd (“we”, “us” or “our”) to the customer named in the quote or booking confirmation (“you” or “your”).

By accepting a quote, making a booking or allowing us to begin work, you agree to these Terms and Conditions.

1. Our Services

We will provide the cleaning services described in your quote, booking confirmation or agreed service schedule.

Our standard house cleaning service may include dusting, wiping surfaces, cleaning kitchens and bathrooms, vacuuming and mopping. Additional services must be agreed before work begins and may incur extra charges.

We will carry out the services with reasonable care and skill. The results may vary depending on the condition, age, materials and level of soiling of the property.

Some stains, marks, mould, built-up grime, damage or discolouration may not be removable through standard cleaning. We will let you know where we believe a requested result may not be achievable.

2. Quotes and Pricing

Quotes are based on the information available to us at the time and are valid for 14 days, unless otherwise stated.

A quote may change if:

– The condition or size of the property is significantly different from the information provided.
– Additional rooms or services are requested.
– The property requires substantially more time than reasonably expected.
– Specialist products, equipment or third-party services are required.
– Access to the property is delayed or restricted.
– There are health, safety or other conditions that were not disclosed before the booking.

Where reasonably possible, we will discuss any additional costs with you before carrying out extra work.

Unless stated otherwise, our prices are exclusive of GST. Any applicable GST, product costs, specialist equipment costs or third-party charges will be identified where possible.

3. Bookings and Payment

A booking is confirmed when we have agreed on the date and time of service and, where applicable, received any required deposit.

Payment is due on completion of the service or within 7 days of the invoice date, unless otherwise agreed in writing.

Payment may be made by:

– Cash
– Credit or debit card
– Bank transfer
– Automatic payment
– Any other payment method we agree to accept

Invoices will be sent to the email address or contact details you provide. You are responsible for ensuring that your contact information is accurate and up to date.

If an invoice remains unpaid after the due date, we may suspend future services until the account is paid. We may also refer overdue accounts to a debt collection agency. You may be responsible for reasonable costs incurred in recovering an overdue amount, to the extent permitted by law.

We will not charge interest or recovery costs unless these charges have been clearly disclosed and are permitted by law.

4. Access to Your Property

You must provide safe and reasonable access to the property at the agreed time.

You are responsible for providing any necessary keys, alarm codes, parking information or access instructions. Please tell us about pets, security systems, hazards or other relevant conditions before the clean.

If we cannot access the property, cannot locate a key, are unable to enter safely or cannot contact you, a charge may apply. This may include the scheduled service fee or a reasonable call-out fee.

We will take reasonable care of keys, access codes and other security information provided to us.

5. Customer Responsibilities

Before we arrive, you should remove or secure personal items, valuable possessions, fragile items, clothing, toys and other objects that may prevent us from cleaning the area properly.

You must tell us before the clean about:

– Fragile, valuable or delicate items
– Surfaces requiring special care
– Existing damage, stains or defects
– Areas that must not be cleaned
– Chemicals or products that must not be used
– Pets or animals at the property
– Any known health or safety hazards
– Septic tanks or other relevant property requirements

We are not responsible for damage to items that were not identified as fragile or that were not safely stored before cleaning.

6. Cleaning Products and Equipment

We generally provide the cleaning products and equipment required for the service.

Our products are selected for their cleaning performance and, where possible, environmental safety. If you require particular products or have allergies, sensitivities or product restrictions, you must tell us before the service.

We may decline to use a product if we believe it may damage a surface or create a health or safety risk.

You may request that we use products supplied by you. However, we are not responsible for the effectiveness or suitability of products that you provide.

7. Health and Safety

We may refuse or postpone a service if the property presents an unreasonable health or safety risk.

This may include dangerous animals, exposed needles, hazardous substances, excessive infestation, unsafe structures, aggressive behaviour, contagious illness or any other condition that may place our team at risk.

If someone in your household has an illness that may expose our team or other clients, please notify us as soon as possible. We may reschedule the service without penalty where appropriate.

8. Cancellations and Rescheduling

You may cancel or reschedule a booking at least 24 hours before the scheduled service without charge.

A $35 cancellation fee may apply when:

– A booking is cancelled with less than 24 hours’ notice.
– A booking is cancelled on the day of service.
– We arrive at the property but cannot gain access.
– We cannot complete the service because of circumstances that were not disclosed to us before arrival.

We may waive the cancellation fee at our discretion, including where cancellation is caused by an emergency, serious illness or circumstances outside your reasonable control.

We may also need to reschedule a booking because of illness, staff unavailability, severe weather, equipment failure or other circumstances beyond our reasonable control. We will provide as much notice as reasonably possible.

9. Complaints and Re-cleaning

If you are unhappy with any part of the service, please contact us as soon as possible and preferably within 48 hours of completion.

Please explain the issue and, where appropriate, provide photographs so we can assess it.

Where we agree that the service was not completed to a reasonable standard, we may return to re-clean the affected area within a reasonable period. A re-clean does not apply where:

– The issue was caused by pre-existing damage, staining or deterioration.
– The requested result was not reasonably achievable.
– The area was inaccessible or covered during the original service.
– The issue was caused after we completed the service.
– Additional work was requested but not included in the booking.

These procedures do not limit any rights you may have under applicable New Zealand law.

10. Damage and Liability

We will take reasonable care while providing the services. If you believe we have caused damage, please notify us as soon as possible with details of the damage and any supporting photographs.

We are not responsible for loss or damage caused by:

– Pre-existing damage, wear, weakness or poor maintenance.
– Incorrect information or instructions provided by you.
– Defective, unsuitable or previously damaged items.
– Products or equipment supplied by you.
– Items that were not properly secured or identified as fragile.
– Conditions that were not disclosed before the service.
– Events outside our reasonable control.

Nothing in these Terms and Conditions excludes or limits any rights or remedies that cannot legally be excluded or limited, including rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand law.

Where the services are acquired for business purposes, the parties may agree in writing that the Consumer Guarantees Act 1993 does not apply, but only to the extent permitted by law.

11. Photos and Records

We may take photographs of cleaning results, damage or areas requiring attention for business records, quoting or complaint resolution.

We will not publish identifiable photographs of your property or personal belongings for advertising or promotional purposes without your permission.

12. Privacy

We may collect and use your name, contact details, address, booking information, payment details and other information reasonably required to provide our services and manage your account.

We may use your information to:

– Arrange and provide cleaning services.
– Send quotes, invoices and booking information.
– Process payments.
– Respond to enquiries or complaints.
– Maintain business and financial records.
– Recover overdue amounts where necessary.
– Comply with legal obligations.

We will not sell your personal information. We may disclose information where reasonably necessary to our payment providers, booking systems, professional advisers, debt collection providers or where required by law.

You may contact us to request access to or correction of personal information we hold about you, subject to applicable legal requirements.

13. Force Majeure

We are not responsible for delays or failure to provide services caused by circumstances reasonably beyond our control. This may include severe weather, natural disasters, illness, government restrictions, power outages, transport disruption, equipment failure or other emergencies.

We will make reasonable efforts to notify you and arrange an alternative appointment where possible.

14. Disputes

If you have a concern, please contact us first so we can try to resolve it promptly.

If we cannot resolve the issue, either party may seek assistance through an appropriate New Zealand dispute-resolution process, including the Disputes Tribunal where applicable.

Nothing in these Terms and Conditions prevents either party from exercising rights available under New Zealand law.

15. Changes to These Terms

We may update these Terms and Conditions from time to time. The version applying to your booking will be the version in effect when the booking is accepted, unless we agree otherwise in writing.

Any change to the services, price or booking arrangements will be discussed with you where reasonably practicable.

16. Governing Law

These Terms and Conditions are governed by the laws of New Zealand. Any dispute will be dealt with by the appropriate courts or tribunals of New Zealand.