A little help.
A lighter day.

Open the booking in your account and choose Reschedule or Cancel. You'll see any fee before you confirm.

You can move a clean online until 3 days (72 hours) before it. Closer than that, call us on 1300 009 363 and we'll look at other times with you.

Cancelling is free up to 24 hours before your clean. Inside 24 hours, a $70 late cancellation fee applies, taken from the security hold on your card.

Changing a regular plan rather than one visit? Use Manage plan to skip, pause or cancel.

A standard clean covers the everyday cleaning of your kitchen, bathrooms, bedrooms and living areas, including floors and the surfaces your cleaner can reach. Deep and end of lease cleans follow longer, more detailed checklists.

Each service page lists exactly what's included. Your cleaner works through the same list on the day.

Some things aren't part of any of our cleans: outside windows and the outside of your home, anything that needs more than a two-step ladder, mould or biohazard removal, moving heavy furniture, and hoarding situations.

Your cleaner brings cleaning supplies and equipment, including a vacuum and mop.

If you’d like a particular product used, add it to your booking notes and check with us before the visit. Please flag delicate surfaces or special care instructions.

No. You're welcome to stay, but you don't need to be home if your cleaner can get in.

Add clear entry instructions to your booking: a lockbox or key safe code, building intercom, parking and alarm details. We don't collect or hold keys, so a lockbox or key safe is usually the easiest option. If access changes, update your booking notes or let us know.

If your cleaner arrives on time and can't get in, we'll try to reach you. If we still can't get in after 20 minutes and you haven't replied, the clean is cancelled and a $70 lockout fee applies (booking terms, section 8.1).

Yes. In your account, open Manage plan to skip your next visit, pause your plan until a date you choose, or cancel it.

Make changes at least 24 hours before a visit. Inside 24 hours, the $70 late cancellation fee applies to that visit, and you'll see it before you confirm.

Pausing cancels your visits until the date you choose to start again.

Nothing is charged when you book. About 48 hours before your clean we place a security hold on your card for the booking total, or straight away if your clean is sooner. A hold, also called a pre-authorisation, isn't a charge: it reserves the amount, and your bank may show it as pending, as SIMPLYMAID HOLD.

We charge your card once your clean is done, and any unused part of the hold is released. How long a released hold takes to disappear depends on your bank. If a late cancellation or lockout fee applies, it's taken from the hold and the rest is released.

If we can't place the hold, we'll text and email you a link to retry your card or use a different one. If there's still no valid hold the day before your clean, the booking may be cancelled, so please act on that message quickly.

Some banks show the hold and the final charge side by side for a few days. If both are still there after that, contact us with the booking date and amount and we'll check it.