CARE & COVER / DAMAGE & INSURANCE
When something
goes wrong.
The things in your home matter. If something is damaged during a clean, contact Simply Maid so we can review what happened and guide you through the next step.
Here’s what the published terms say about reporting, insurance and its limits.
A CLEAR WAY TO GET HELP
Help with a damaged item.
Keep the details together so the team can assess what happened.
01
Tell us what happened.
Report the concern within 48 hours, with a photograph and a reasonable estimate of the damage.
02
We review the details.
The team reviews the circumstances, supporting information and applicable conditions or exclusions.
03
Discuss the next step.
The team guides you through the applicable assessment, repair or claims process. Any insurance outcome depends on the policy and circumstances.
The published cover limit is not an automatic payment. Read the conditions and exclusions below.
START HERE
We’ll take it
one step at a time.
Report the damage directly to Simply Maid, so the team has the details needed to review it.
Read the breakages & damage termsEmail or call within 48 hours
Include your booking date, what was damaged, a photo and a reasonable estimate of the damage. The reporting window runs from the service, not from when you discover the damage.
Keep the item for review
Keep the item while we review the details. Simply Maid may arrange for a suitable professional to assess and repair the damage.
Work through the resolution
The terms say we’ll work to repair or replace the item, subject to the applicable conditions and exclusions. Simply Maid makes payment arrangements directly. Contact us before arranging your own repair; reimbursement isn’t automatic.
THE PUBLISHED COVER
Insurance, with
the limits in view.
Section 10 of the service terms describes up to $10 million in public liability insurance underwritten by Chubb Insurance Australia. A claim is assessed under the applicable policy; the stated limit is not a guaranteed payout.
What the terms describe
- Accidental damage to customer property during a cleaning service.
- Third-party personal injury claims arising from the cleaning service.
Care & Cover applies to cleans booked, completed and paid through Simply Maid. Off-platform arrangements are not included.
Read the insurance termsWhat the insurance section excludes
- Pre-existing damage, wear and tear, or deterioration with age.
- Items not disclosed as fragile or high-value.
- Damage caused by the customer’s own negligence, including undisclosed hazards.
- Loss of income, consequential losses or other indirect damages.
- Damage to vehicles, external property or common areas outside the booked service.
Other damage conditions to be aware of
Section 9 also excludes damage caused by improper assembly, construction or mounting; extraordinary-value items that weren’t secured or disclosed; and water damage to surfaces that aren’t water-resistant or were already compromised.
Section 19 limits Simply Maid’s liability, to the extent permitted by law, to the amount paid for the relevant service. Read this alongside the insurance section and ask the team how the terms apply to your situation.
These processes do not limit rights or remedies that cannot be excluded under Australian Consumer Law. Read about your consumer rights.
A QUESTION ABOUT YOUR COVER?
Let’s check the details.
The service terms also describe a separate insurance requirement for cleaning professionals. That doesn’t establish which policy responds to a particular customer claim. Ask the team to confirm the applicable policy, any excess and the information needed for your booking.
Ask about insuranceA LITTLE MORE CLARITY
Good questions.
Clear answers.
Does the $10 million limit mean every item is covered?
No. It is the maximum public liability cover described in the service terms, not a promise to pay that amount or cover every item. Eligibility, exclusions and the applicable policy determine the outcome. Disclose fragile or high-value items before your clean and secure valuable belongings.
Will I have to pay an excess?
The terms list a $1,000 excess for the optional insurance program offered to cleaning professionals. They do not specify a customer excess or explain how that program relates to every customer claim. Ask support to confirm the position for your booking; we don’t promise a zero excess.
Should I repair or replace the item myself?
Keep the item while we review the details and contact the team before arranging a repair or replacement. The terms allow Simply Maid to engage an assessor or repairer and make payment arrangements directly. Costs you arrange yourself are not automatically reimbursed.
What if I’m unhappy with the clean, rather than reporting damage?
The Happiness Guarantee covers the re-clean process. It is separate from insurance. Contact us within 48 hours and describe the areas that need attention.
What if I report damage after 48 hours?
Contact us and explain when you noticed it. Sections 9 and 10 require reports within 48 hours of the service, so acceptance outside that window isn’t promised. Rights and remedies that cannot be excluded under Australian Consumer Law still apply.
Can I ask for a decision to be reviewed?
Yes. Start by contacting Simply Maid about your concern. The terms also describe independent dispute resolution and contacting your state or territory consumer affairs body if the matter isn’t resolved. Read the dispute resolution process.
SOMEONE TO TURN TO
Tell us what
needs a hand.
For damage, contact Simply Maid by email or phone within 48 hours of the service. We’ll guide you through the claims process.
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.