Dear Customers,

 

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Please carefully read through our terms and conditions prior to booking. These policies will assist us in providing a more effective service between Ambient Home Group and its customers. By booking  with us and engaging our services  you agree to the following terms and conditions.

 

If you have concerns, questions or requests, kindly send us an email or a call

• Customer Service 0489 943 308 Hello@ambienthomegroup.com

• Amber Main (CEO) Personal phone 0490 928 163 or 0435 677 545  for emergency only​

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Booking process:

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Service time frames allocated are an estimate only and quotes are not quoted per hour. Time frames are subject to individual factors which may mean they are shorter or longer than initially anticipated.

Please note that whilst all services can be requested via online booking, your appointment time/day is NOT confirmed until you receive a text/email confirmation or and email/phone call from us. Please ensure you check your spam. For regular services/reoccurring bookings your card will be charged 1 hour after your service. We value our customers and always strive to come back to inquiries and bookings as soon as possible but please allow 1-2 business days for confirmation. Thank you.

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Cleaning supplies and products:

Customers are free to choose from their preferred cleaning products:

• Regular (+$10)

• Eco-friendly products (+$12)

• You may choose for the cleaner to use your own cleaning supplies (in which you will responsible for any special instructions or directions).

• If you choose for the cleaner to use your own products then please provide microfibre cloths, multipurpose spray, toilet cleaner, glass cleaner, and any heavier duty or specialised products required.

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If clients choose to provide their own cleaning products and tools, Ambient Home Group is not responsible for any damage or issues resulting from the use of these products. It is the client’s responsibility to ensure all products and equipment are safe, suitable, and functional for cleaning purposes.

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​Ambient does not supply vacuum cleaners or mops at this stage UNLESS FOR EOL.

Partly due to it being a health and safety hazard for staff to be carrying around heavy equipment in between jobs as well as a hygiene issue due to cross contamination.

We require vacuums and mops to be provided and in good working condition. We are not responsible for issues that arise due to vacuum or mop provided being faulty or not in good working use. Please check this is order before your service and fully charged. 

 

Staff professionalism:

Staff will arrive in comfortable, professional attire. It's our policy that our employees do not smoke or eat in your home or surrounding property. Sometimes staff may take “before and after photos''. These are strictly for professional use only and usually between staff and managers for quality compliance. No photos will be used for social media or other without client permission.

 

Quality:

We strive to exceed your expectations for quality cleaning services. We inspect our work before leaving your home and are constantly striving to improve our processes, procedures and training of staff. With regards to complaints, Ambient Home group will always strive to come to a resolution wherever possible.  If you have any complaints about the quality of your service, you must inform us within 48 hours so that we can address this in a timely manner and make arrangements if necessary. Matters addressed after this timeframe will not be able to be addressed due to time elapsed. 

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Complaints:

If you are dissatisfied with your service please email or call us to notify us within 48 hours. Please document affected areas with photos. Ambient home group is unable to accept/address complaints and or process any refunds if a client cleans after the service without first taking photos and notifying us of any dissatisfaction. Any damages must be documented with before and after photos within 48 hours. We always aim to work with you to find an amicable solution to any issue, however our process must be followed to ensure a fair and equitable solution can be reached.

 

Our complaints and resolution process is as follows: 

1. Submit Your Complaint

   • If you have a concern about the service provided, please notify us within 48 hours of the service date.

   • Complaints can be submitted via:

     • Email: Hello@ambienthomegroup.com

2. Provide Details

   • Include the following information to help us investigate:

     • Your name and contact details

     • Date and time of service

     • Description of the issue

     • Staff name

     • Photos or other supporting evidence.

3. Acknowledgment

   • We will aim to acknowledge your complaint within 48 hours of receiving it (often much sooner).

4. Investigation

   • We will conduct a thorough review, including contacting the cleaner(s) involved and assessing the circumstances.

   • If additional information is needed, we will reach out to you promptly.

5. Resolution

   • Once the investigation is complete, we will provide a resolution within 3 business days. Please note: that any offer of resolution MUST be accepted by email or phone within 3 days of the offer being made by us. Timeframes outside this will not be fulfilled. (between Monday- Friday), which may include:

     • A corrective service

     • A refund (if applicable, as per our terms and conditions)

     • An explanation and action plan to ensure the issue doesn’t happen again

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Our cleaners are very careful. Sometimes, accidents can happen. If you have any expensive, irreplaceable, sensitive objects, we request you to keep them away or put in a secured place to avoid painful accidents. Please note we are insured, however if things are particularly precious, especially sentimental, these may not always be able to be replaced. 

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Damages Policy

At AHG, we strive to deliver the highest standard of cleaning services while taking the utmost care of your property and belongings. However, we recognise that accidents can occasionally happen. This policy outlines our approach to handling any potential damages that may occur during our services, ensuring fairness and transparency for both parties.

1. Care and Responsibility

Our cleaners are fully trained and undergo damages briefing during onboarding and take great care when cleaning your property. We make every effort to avoid causing any damage, including the use of appropriate cleaning products and equipment that are safe for the surfaces and materials in your home or business.

2. Reporting Damages

• Any damage believed to be caused by our team during the cleaning process must be reported to us within 48 hours of the service. We encourage clients to inspect the property prior to & shortly after the service is completed to ensure everything is in order.

• Our team is instructed to report any accidental damage immediately to both the client and management before leaving the premises.

3. Damage Exclusions

We cannot be held responsible for:

• Pre-existing damage or wear and tear to the property or items. (please note that our cleaners will take before and after photos on the day of the service).

• Items that are fragile, improperly assembled, or defective.

• Damage caused by the use of inappropriate cleaning materials or equipment that was requested by the client (e.g., using non-recommended products).

• Items that are not able to be cleaned due to the manufacturer’s guidelines or limitations.

4. Handling of Claims

If damage occurs:

• We will investigate the matter promptly. Our team will assess the damage and, if required, request photos and further information from the client to determine the cause.

• If we are responsible for the damage, we will work with the client to resolve the situation, which may include:

  • Repairing the damaged item in line with our chosen provider. 

  • Replacing the item with one of similar value.

  • Compensating the client for the value of the damaged item.

5. Liability Limitations

Our liability for damages is limited to the cost of the service provided on the day the damage occurred. We do not accept liability for damages exceeding this amount. Our company carries public liability insurance, which covers larger claims, subject to the terms and conditions of the insurance provider.

6. Valuables and Fragile Items

To help us protect your belongings, we ask that all valuables, including fragile or sentimental items, be safely stored or removed from areas to be cleaned. This helps prevent any accidental damage. Please inform our team in advance of any items that require special attention or handling. AHG cannot be held liable for breakables that are not stored away on the day of the service. Please inform our team in advance of any items that require special care/attention.

7. Client Responsibilities

• It is the client’s responsibility to notify us of any areas that should not be cleaned or items that require specific care. Failure to do so may void the damages policy.

• The client is required to provide access to the property and necessary cleaning supplies (if applicable), ensuring a safe and suitable working environment for our team.

8. Dispute Resolution

We are committed to resolving any issues swiftly and fairly. In the unlikely event of a dispute regarding damages, we encourage open communication. If a resolution cannot be reached, the matter may be referred to a neutral third party for mediation.

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Rescheduling and cancellations:

If you need to cancel or reschedule your booking within 24 hours of your booked service, a fee will apply depending on the time frame. Though Ambient will always aim to exercise discretion, you are responsible for getting in touch (Phone is the fastest method). 0489 943 308 or email us at hello@ambienthomegroup.com

Please note that the following additional fees will apply for cancellations after 5pm the day before your service. 

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• $100 cancellation fee.

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Payment:

Payment is taken automatically 1 hour after your service. 

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End Of lease:

Please note, Ambient does not take responsibility for any items left behind at an end of lease service. Areas such as cupboards with clutter and items inside will not be touched or cleaned. Please advise us prior to the service if there are any hard to reach areas as these may not be able to be serviced. Please advise us of heavy wear and tear as well as if the property has had pets inside. Excessive hair and fur will be charged if not declared or communicated before the service date. Please ensure you enter / let us know the correct amount rooms, windows, carpets, if there are tiles or floor boards and when the last professional deep clean was. Our cleaners will fulfil the items requested on the booking order so please ensure this is correct, including accurate number of windows, walls etc to be serviced. If there are specific areas needed please also communicate this to us. Please forward images of your current home to hello@ambienthomegroup.com this will assist us in bringing the correct equipment. 

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Steam cleaning:

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1. Service Scope: Steam cleaning services are limited to the areas and items specified at the time of booking. Any additional items or areas requiring steam cleaning must be requested in advance and may incur additional charges.

2. Suitability of Items: It is the client’s responsibility to ensure that all items and surfaces intended for steam cleaning are suitable for high-temperature treatment. Ambient Home Group will not be liable for damage to items or surfaces that are not steam-cleaning-safe.

3. Pre-existing Conditions: Ambient Home Group is not responsible for damage caused by pre-existing conditions, including but not limited to weak adhesives, loose or worn fabrics, stains, or discoloration that may become more visible after steam cleaning.

4. Stain Removal: While every effort will be made to remove stains, no guarantee is provided that all stains can be eliminated completely. Certain stains may be permanent and unaffected by the steam cleaning process.

5. Health & Safety: Clients must ensure that the steam-cleaning area is clear of any pets, children, or individuals with respiratory sensitivities during the service.

6. Access and Preparation: Clients are required to ensure clear access to the areas requiring steam cleaning and to remove any fragile or valuable items beforehand. Ambient Home Group will not be liable for damages to items not removed prior to the service.

7. Drying Time: Post-cleaning drying times may vary depending on the material and environmental conditions. Clients are advised to allow sufficient time for surfaces and items to dry fully (at least 48 hours with windows open for ventilation).

8. Liability: Ambient Home Group will exercise all due care during the provision of steam cleaning services but shall not be held liable for damages arising from circumstances beyond reasonable control.

 

Disclaimer - Wear and Tear:

We understand that normal wear and tear is a part of everyday life and is not covered by our cleaning services. This includes minor scuffs, scratches, or other cosmetic issues that develop as a result of regular usage. If you have specific cleaning needs or areas that require extra attention, please inform us before your scheduled cleaning appointment. Ambient cannot be held responsible if adequate information on job description is not provided and thus falls outside the scope of initial job/work. Exclusions: Ambient reserves the right to determine the feasibility of addressing specific cleaning requests based on the condition, nature, and suitability of the task. Some tasks may require additional charges, and we will, wherever possible, discuss these with you in advance. 

Power for requested services: It is the customers responsibility to ensure power is connected and accessible for staff use on the day of the service. AHG is not responsible if the service is unable to procedure to interruptions to power. 

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IMPORTANT - IF YOU WON'T BE HOME ON THE DAY OF SERVICE:

Please let us know if you will be home or plan to leave home on your day of scheduled clean. We will assume the protocol from what you pick below. Let us know of any changes at any time. If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit, or provide us with your code. 

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I will:

• Be home to greet the cleaner

• Leave a key under mat

• Give a key via lockbox and code

• Door will be open (cleaner to open)

• Give a door code______

• Others (please specify) ___________________

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If you are not home to allow access or you forget etc: The cleaner will attempt to ring the doorbell/knock on the door/look for a key under the mat etc. After this, the cleaner will wait 5 minutes before calling management to notify them they cannot gain access. We will attempt to call you. If, after 20 minutes, we still are unable to gain access, the cleaner will have to leave and you will be charged the full amount for the service. 

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 PARKING FOR THE CLEANER

• I have a permit available

• There is adequate street parking

• There is paid parking (Parking to be paid by client on the day)

• There is a nearby street/area where parking is available__________

• I can provide a garage/car spot

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 REFFERALS

You will receive 10% off on your next cleaning service for referring each NEW CUSTOMER to Ambient Home Group.

(Discount will be applied after the referred customer's first booking with us)

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Staff:

Whilst we aim to provide consistency to clients by sending familiar cleaners for more regular bookings (weekly/fortnightly), This is subject to changes due to scheduling demands, illness and staff being away. Ambient Home Group reserves the right to occasionally reschedule staff as needed. If a regular cleaner is absent, Ambient will attempt to provide a suitable replacement.

 

In the event that your regular/more familiar cleaner/s leave, change availability, relocate or discontinue work for whatever reason, Ambient Home Group aims to create a smooth transition for all involved, wherever possible 😊. During this transition period please keep in mind that we are doing our best to organise for you, suitable replacement staff member/s. All of our staff are great and thoroughly vetted by us prior to commencement (police checked, and experienced).

 

 We are working in line with our cleaners schedules and all of their existing clients. AHG will either endeavour to fit you in with an existing staff members schedule (which may mean being a bit flexible with days and times), or alternatively we may decide to hire and onboard an experienced cleaner (which can take a few weeks). Please note that the turn around for this process can range from a few days to up to 3 weeks. Your flexibility of days/times will shorten this process (please let us know what days and times will work ongoing).

 

 We understand change is not ideal with busy lives! Your patience is appreciated whilst we do the work for you to find  and  train your next superstar cleaner/housekeeper!

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Cleaners arrival:

Prior to the cleaner’s arrival, please remove all items, clothing, toys, etc that may delay the efficient cleaning of your home. (unless you have requested a tidy-up to be included). This will maximise productivity and minimise the time we spent putting things away before cleaning your home. If there is deemed to be excessive amounts of tidying up required, this may impact the overall quality of your clean and you may be charged for the extra service for $25, up to the amount of $100 depending on the level and needs of the extra tidying/organising. Please ensure you select tidy up as an extra when booking, if this is a requirement for your service. ​

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Ambient Home Group strives to provide consistency wherever possible. However, as our cleaners are human beings, becoming unwell, taking leave and holidays are all things that happen occasionally. If a regular cleaner is absent, Ambient will attempt to provide a suitable replacement. By signing this agreement you acknowledge this. Ambient may also occasionally partner another cleaner with a regular cleaner for training purposes. Please note: ALL staff are police checked (including trainees).​

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Communication Policy and Professional Standards

AHG aims to provide timely and efficient communication to our clients. Please communicate directly with our admin team (Hello@ambienthomegroup.com) (0489 943 308) in a timely manner to ensure the most timely response. Please do not communicate directly with cleaners about scheduling, services, etc. Communicating via phone or email to our admin team will ensure your information is accurately and effectively conveyed. AHG uses an app based system to communicate information with our staff about services. Please call/text Amber on 0490928163 for all sensitive/important matters. 

Permitted Communication Between Clients and Staff

To uphold professional boundaries and maintain efficient service delivery, direct communication between clients and staff is limited to the following situations during a scheduled service:

1. Delays:

   • If a cleaner is running late, they will contact management first to report the delay and confirm the next steps. If needed, the cleaner may then contact the client to provide an update.

   • Clients experiencing delays (e.g., for access or payment) are also required to contact management rather than staff directly.

2. Property Access:

   • If a cleaner requires assistance accessing the property (e.g., gate codes, keys, or entry details), they will first notify management and, if necessary with permission from management, contact the client directly.

   • Clients needing to provide access instructions are encouraged to do so in advance through management or our designated app/online login portal .

3. Service-Specific Questions During a Scheduled Service:

   • If a cleaner needs clarification on locating items or completing specific tasks while on-site, they may contact the client directly, but only if advised by management.

   • Similarly, clients must direct all inquiries or requests for changes to management unless it pertains to clarifying on-the-spot service instructions.

All other communication, including rescheduling, service changes, or additional requests, must go through Ambient Home Group’s management team or via our designated app. You can log in to your account here to add in any changes or add extras etc. This ensures accurate documentation, consistency, and timely responses for all parties.

To protect the privacy and trust of all parties, the following rules apply to both clients and former staff once a staff member resigns or is terminated from Ambient Home Group:

1. Ceasing Communication:

   • Former staff members are strictly prohibited from contacting clients for any reason after their resignation or termination.

   • Clients must refrain from contacting former staff members directly and instead route all inquiries or feedback through Ambient Home Group.

2. Deletion of Client Information:

   • Staff will only have access to information necessary to complete the agreed upon services such and these will be through our designated app. Upon resignation or termination, former staff members must immediately delete all client-related information, including:

     • Phone numbers

     • Email addresses

     • Property details (e.g., addresses, security codes, or access details)

     • Any private messages related to services or bookings.

3. Prohibited Activities:

   • Former staff members must not attempt to solicit clients, disclose confidential information, or engage in unauthorised communication.

   • Clients are also prohibited from engaging terminated/resigned staff members for services directly, as this constitutes a breach of contract and may result in the termination of services or legal action depending on the situation.

4. Communication Monitoring During Transition:

   • To ensure a smooth transition, clients will be reminded to direct all inquiries to management during the staff replacement period.

Breach of Policy

In the rare instance of a breach of these policies, Ambient Home Group will take the following steps:

1. Immediate Action and Investigation:

   • Any breach of this policy, including unauthorised communication or disclosure of information, will be investigated immediately.

2. Enforcement of Legal and Contractual Remedies:

   • Confidentiality Breach Consequences:

     • Unauthorised communication or disclosure of client information will result in legal action, including cease-and-desist orders or claims for damages related to loss of business or reputation.

   • Non-Solicitation Breach Consequences:

     • Any attempt to solicit clients or damage the reputation of Ambient Home Group will result in legal action, including financial claims for lost revenue or damages caused.

3. Zero-Tolerance Termination:

   • Staff found to have breached these policies during or after employment will face immediate termination and loss of any professional references or future opportunities with Ambient Home Group.

4. Client Notification and Reassurance:

   • Affected clients will be promptly informed if unauthorised communication occurs. Ambient Home Group will take all necessary steps to address and mitigate the situation.

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Client and Staff Responsibilities

To maintain a professional and secure environment:

Clients will:

• Direct all communication about bookings, payments, or feedback to Ambient Home Group management via hello@ambienthomegroup.com or 0489 943 308.

• Avoid contacting current or former staff outside of permitted circumstances.

Staff will:

• Contact clients only in the specific situations outlined above, and always notify management first.

• Delete all client-related information immediately upon resignation or termination and cease any further communication.

 

All communication between clients and Ambient Home Group, including emails, phone calls, and service notes, is confidential and must not be shared with third parties without written consent. Ambient Home Group is committed to protecting the privacy and professionalism of all interactions. By adhering to this policy, clients and staff can trust that communication is clear, consistent, and secure at all times.

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Safety:

For the safety of your children (if any), we ask you to supervise them while the cleaners and equipment are present in your home.

Our cleaners are not responsible for children if you are not supervising them or decide to leave the house/room.

 

​Window cleaning safety: 

If we arrive at your booking and we deem that the windows are unsafe to proceed with cleaning (e.g. extremely old) Ambient Home Group reserves the right to cancel the service.​

           

Pets:

Please secure all pets that are dangerous (or may become a hinderance) to our employees inside and outside of your place of residence. This also allows the cleaners to complete the job hassle and stress-free!​ Please notify us of excessive pet hair. An additional charge of $100 will be applied to bookings with pet hair.

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Extras:

A full list of extras is available on our website under housekeeping.

You may also refer from here:

•  Bed linen Change (+$9 per bed) please specify quantity __________

• Light tidy up (+$10) 15 mins

• Heavy tidy up (+$25) 30 mins

• Dishes washed (+$12) per full sink

• Oven deep clean (+$30)

• Clothes folding (+$15) per basket. Please specify quantity_______

• Balcony Clean (+$28)

• Wall clean (+$9) per wall. Please specify quantity________

• Shutter/Blind dust (+$10) per blind. Please specify quantity__________

• Fridge Interior clean (+$30)

• Rangehood clean (+$18)

• Ironing (+$12) for 4 items

• Windows inside and out (via consult)

• Couch spot clean (+$5)

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Forgotten extras:

If you forget to notify us about an extra you'd like on the day, the cleaner will attempt to complete this at the end if there is time. The cleaner will notify us of the extra and this will be added to your invoice.

If there is not enough time, you will have to rebook the extra with your next service.

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Types of cleans:

We always recommend an initial spring clean or deep clean if it has been more than 3 weeks since you have had your house cleaned. This is because there are items that cannot be accounted for with just the standard boutique clean. Such as: Shower scum that has built up, any amount of mould, caked up grime on sink, heavy layer of dust. If we arrive at your place and you have booked a standard clean and we think your house needs a deep clean, the cleaners will let you know that the job may be beyond the standard packages capabilities. In this case, there are items such that may not be cleaned to completion due to time restrictions.

 

If you want to know what's included with the clean you’re choosing, kindly refer to the details below https://www.ambienthomegroup.com/services

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Taking photos:

Customer privacy and confidentiality is very important to us. Any photos taken inside homes are for quality control purposes only. Please note we cannot complete a service without quality control photos. This ensures both parties have supporting material in the unlikely event of a dispute. 

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Use of social media:

Privacy and confidentiality is very important to us. Sharing any information about clients and their homes etc is not permitted, on social media especially. This includes photos and videos. Any photos taken will only be used with express permission.

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ASKING OUR CLEANERS TO WORK FOR YOU OUTSIDE AMBIENT HOME GROUP.

We do not allow our cleaners to book/ work with our customers outside Ambient Home Group. All of our Staff are under contract  by Ambient Home group and we will consider this a strict conflict of interest. Consequences for clients & staff may include immediate termination of services and/or legal litigation. If you wish to rebook for another session, kindly contact us at Hello@ambienthomegroup.com or book here.

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Failure to adhere to terms:

clients agree to indemnify and hold harmless Ambient Home Group, its employees, contractors, management and agents from any claims, damages, losses, or expenses, including legal fees, arising from the client’s failure to comply with these terms and conditions, misuse of provided services, or unsafe conditions at the property.

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Health and safety:

Clients are responsible for ensuring a safe and hygienic environment for our staff. Ambient Home Group reserves the right to cancel or reschedule services if unsafe conditions are present, such as hazardous materials, unsafe access, or other risks that may endanger staff. A cancellation fee may apply in these circumstances.

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Force Majeure: 

Ambient Home Group is not liable for delays, interruptions, or cancellations caused by circumstances beyond our control, including but not limited to natural disasters, extreme weather conditions, strikes, pandemics, or government-imposed restrictions. In such cases, we will work to reschedule your service as soon as possible.

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Specialised treatments:

Ambient Home Group does not guarantee the removal of all stains, odours, or other persistent issues that may require specialised treatments or professional services beyond the scope of regular cleaning. If such issues are present, we recommend consulting with a specialised service provider. There may be times that we can recommend such service providers. We provide cleaning services as part of our offerings and do not claim to be restoration specialists. 

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Privacy:

Ambient Home Group collects and stores client information solely for the purpose of providing cleaning services and managing bookings. Your information will not be shared with third parties without your explicit consent, except as required by law. For further details, please refer to our Privacy Policy.

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Storage of valuables:

Ambient Home Group is not responsible for loss, theft, or damage to items left unsecured in areas where cleaning services are provided. Clients are advised to secure all valuables prior to the service.

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Terms amendments:

Ambient Home Group reserves the right to amend these terms and conditions at any time. Any updates will be communicated via our website, and continued use of our services will constitute acceptance of the updated terms.​

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Other unforeseen circumstances:

If cleaners encounter unforeseen access issues, excessive clutter, or other conditions that extend service time beyond the agreed estimate, additional charges may apply. These will be communicated to the client as soon as possible.

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By booking with us you:

 

Hereby agree and acknowledge that you understand all the terms and policies stated above.

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THANK YOU FOR BOOKING WITH US.

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​POLICIES:

Customer policy/service agreement

Cleaning/Housekeeping

Floral arrangements policy

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