Something missed in the clean?
Identify the areas needing attention. Photos may be requested.
See the re-clean processCARE & COVER
A little more
peace of mind.
More room for life starts with feeling comfortable at home. That includes knowing who to turn to when your clean needs a little more attention.
Care & Cover brings together our Happiness Guarantee, published insurance cover and help from the Simply Maid team. Here’s how each part works.
A CLEAR WAY TO GET HELP
From a concern to the next step.
Start with what happened. The team can then help you follow the right process for your clean or your home.
01
Tell us what happened.
Contact the team within 48 hours of the service. Include your booking details and describe the concern.
02
We review the details.
The team checks the booked scope and the applicable terms. Photos or further information may be needed.
03
Follow the right next step.
An eligible cleaning concern follows the re-clean process. Damage is assessed through the separate damage and insurance process.
Something damaged?
Include a photograph and a reasonable estimate of the damage.
See the damage processReporting within 48 hours is different from the timing of a return visit. Conditions and exclusions apply; see the full terms for your situation.
CARE, CLEARLY EXPLAINED
Reassurance you
can understand.
A concern about the clean and a damaged item need different kinds of help. These are the paths available, with their conditions explained alongside them.
The Happiness Guarantee
If something isn’t right, tell us within 48 hours. The terms provide a complimentary re-clean for the areas of concern, with conditions on access and the booked scope.
If you’re unhappy with a cleanDamage & insurance
The service terms describe up to $10 million in public liability insurance through Chubb Insurance Australia. Conditions and exclusions apply; the limit is not a promised payment for every incident.
Understand the cover & limitsHelp from the team
Tell us what happened. We can help with the re-clean or claims process. Any additional goodwill support needs to be agreed for your situation; it isn’t a separate insurance policy or guaranteed payment.
Get helpBEFORE WE ARRIVE
Your home.
Your little details.
A favourite vase. A delicate surface. The best way to get inside. Sharing these details helps your cleaner prepare for your home.
Plan for your visitTell us what needs special care
Disclose fragile or high-value items, delicate surfaces, hazards and product sensitivities before the visit. Secure valuable, fragile or sentimental belongings.
Make access straightforward
Provide entry instructions and access to water and electricity. Simply Maid doesn’t hold keys for customers. Disclose active recording devices and keep pets secured or supervised.
Keep your booking with Simply Maid
Care & Cover applies to cleans booked, completed and paid through Simply Maid. Off-platform arrangements and services outside the booking are not included.
A LITTLE MORE CLARITY
Good questions.
Clear answers.
Is Care & Cover the same as insurance?
No. It brings together several kinds of support. Public liability insurance concerns eligible damage and third-party injury claims. The Happiness Guarantee is a service re-clean process. Any additional goodwill offer is considered individually. Read about insurance and its limits.
How are cleaners checked?
The published service terms describe identity verification and a skills assessment through the Simply Maid Academy. If you have a specific question about a cleaner or booking, ask the team. Read the published cleaner information.
What if I’m unhappy with my clean?
Tell us within 48 hours, with the booking date and the areas that need attention. Eligible re-cleans address those areas at no extra cost. If you’re still unhappy after the re-clean, the terms provide for a review and a fair credit or refund. See the process and conditions.
What if something is damaged?
Email or call within 48 hours of the service. Include a photo and a reasonable estimate of the damage, and keep the item while the team reviews the details. See what to send and what happens next.
Does this affect my consumer rights?
These processes do not limit rights or remedies that cannot be excluded under Australian Consumer Law. Read about your consumer rights.
SOMEONE TO TURN TO
Tell us what
needs a hand.
You don’t need to have all the answers. Contact the team within 48 hours of your clean and tell us what needs attention.
Helpful to have ready
- Your booking date and contact details
- A description of the areas or items affected
- Photos, plus a reasonable damage estimate if something is damaged
MORE ROOM FOR LIFE
A home to enjoy.
A little less to do.
Find the clean that fits your home, and review your price before you book.