Plain-English terms that apply to our services across the Tweed Coast. They cover quotes, pricing, payment, access, our responsibilities and your rights.
By engaging Lumina Home Care for a cleaning service, you agree to these terms and conditions. They apply to all bookings — one-off and recurring.
All quotes are written and itemised. They are valid for 30 days from the date of issue. We will not invoice you for work beyond the scope of the agreed quote without your prior approval.
Pricing is fixed at the quoted amount unless the actual scope of work differs materially from what was described to us. Payment is due on the day of service for one-off jobs, or monthly in arrears for recurring clients. We accept bank transfer and card.
You agree to provide reasonable access to the premises and any specific instructions about keys, alarm codes or pets. We’re happy to clean in your absence — please make sure access and security arrangements are clear at the time of booking.
We will arrive at the agreed time, perform the work to a professional standard, and leave the premises in good order. Our technicians are police-checked and our work is covered by public liability insurance.
We can’t guarantee removal of certain stains, odours or damage that has set in over a long period — we’ll always tell you upfront if a stain is likely to fade rather than fully disappear. We don’t accept responsibility for pre-existing damage to fabrics, surfaces or finishes that we identify before commencing.
In the unlikely event our team damages something during a clean, please tell us within 48 hours and we’ll arrange repair or replacement through our insurer. Photos help — keep the affected item undisturbed if practical.
Cancellations or reschedules with less than 24 hours’ notice may incur a small service fee. See our refund policy for details.
We may update these terms from time to time. The current version is always on this page — any change applies only to bookings made after the update.
Questions? Call 0415 032 483 or email luminahomecare88@gmail.com.