Terms and Conditions 

By placing an order either over the phone, e-mail, text message, or web site, customer has agreed to a verbal or written agreement, and is bound to Zen Maids' Terms & Conditions and Cancellation Policy

Satisfaction Guarantee

  • Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home to re-clean the area/task within 24 hours (or next business day) or we'll apply a credit into your account towards our next visit. This will not apply if you are home upon completion. If you are home and notice that the cleaner overlook something please don't keep it to yourself, tell the cleaner to re-clean the area or call our office before the cleaner leaves your home. Please contact the office as soon as possible during our normal business hours. Zen Maids Cleaning Services has a 24 HOUR WARRANTY PERIOD from the day of completion of the cleaning. If we have missed an area, damaged or broken an item, please call within that time frame and we will return to re-clean the area in question. We work very hard to avoid these issues by training our staff to be careful and detail oriented, and by inspecting our work. Complaints filed more than 24 hours after the completion of cleaning fall outside the warranty period, and unfortunately may not be covered. Zen Maids Cleaning will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage.

  • Zen Maids is not responsible for not completing or providing the Service as a result of a breach of a warranty by the Customer (including a failure by the Customer to provide proper materials, cleaning equipment, utility services, a safe working environment or unencumbered access to the Premises); or any damages caused by defective cleaning materials or cleaning equipment provided by the Customer; not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons; any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of EcoFrog Cleaning; not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service; existing dirt, wear, damage or stains that cannot be completely cleaned or removed; any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed; any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or the cost of any key replacement or locksmith fees, unless keys were lost by Zen Maids or the Cleaner.


  • Payments are due in full upon booking of service unless otherwise agreed upon.


  • There are no refunds for gift certificate purchases. 

Appointment Arrival Time Windows

  • Please be advised that we provide arrival windows of 2 hours. Many things can affect our schedules, such as cancellations, lockouts etc. Please contact our office on the day of the cleaning if you need an updated arrival time.


  • Our employees are very important to us, and we are determined to keep them safe, so they do not use tall ladders or move any heavy furniture. These types of activities put our maids in danger of back injury or could even damage something in your home such as scratches on your wood floors. If you would like us to clean behind/under appliances like a refrigerator, oven or furniture such as a sofa or coffee table, please move it prior to the cleaning visit to allow access to the area.


  • Although a welcome gesture, it is not necessary to tip your cleaners. Please tip them directly, if you would like to do so.

Lock Outs

  • A $85 fee will be assessed in the event that our cleaning associates arrive and are unable to access the premises. This fee is in place to cover expenses we incur for lost travel time and fuel. We will attempt to reach you by phone if we are unable to enter the premises.

Late Cancellations

  • Any appointment cancelled less than 24 hours prior to the scheduled appointment time will be subject to a $85 cancellation fee.

Returned Cheque Fee

  • A $45 fee will be assessed for all cancelled or returned checks.

Collections Fee

  • A $25 fee will be assessed for all monies owed that must go to our collections office.

Additions and Amendments

  • Any changes to the Service to be provided must be agreed by Zen Maids prior to the Service Time. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact by telephone, who may agree to provide the additional services in its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner. All communication has to go through our office.

Customer Representations and Warranties

  • The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and garbage bins) as required by the Cleaner to provide the Service; it will provide all usual and necessary cleaning equipment and materials required by the Cleaner to provide the Service, unless other arrangements have been made with Zen Maids; all cleaning equipment and materials provided by the Customer are safe, have not been tampered with and are in full working order; it will advise Zen Maids prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

Health and Safety Risks

  • In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that: the Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; the Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in his/her absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety. the Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.

No Engagement of Cleaners

  • The Customer acknowledges that Zen Maids invests significant resources in recruiting, selecting and training its Cleaners. Unless Zen Maids gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by Zen Maids or for a period within 12 months after the conclusion of any Service. The Customer acknowledges that Zen Maids may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer.

Job Quotations

  • In cases of custom jobs, the actual price payable by the Customer is calculated on the total number of hours worked by the Cleaner. Any price quoted by Zen Maids is an estimate only based on Zen Maids' experience, without inspection, and based on information provided by the Customer. When our cleaners get to the job, they will access the job for an accurate quote. If at the commencement or during the course of providing the Service, it is apparent that the actual cost of the Service will exceed the quote provided by Zen Maids, Zen Maids will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. The Customer must inform Zen Maids whether any cleaning services required are for an 'end of tenancy' at the time of quotation.


  • The Customer may make a booking personally over the telephone or through the online booking form. We do not accept third party booking unless he or she will be paying for the service. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Premises. The Customer agrees to provide Zen Maids with their valid credit card details at the time of booking, and authorizes Zen Maids to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement. Zen Maids reserves the right not to accept a booking for any reason.

Payment Terms

  • The Customer agrees to pay the price quoted by Zen Maids in full prior to or at the Service Time, unless otherwise agreed in advance with Zen Maids. If no payment has been made by the Service Time, Zen Maids will use reasonable endeavors to contact the Customer for payment. In the event that Zen Maids cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees. Payments may be made via credit card, cheque or in cash.

Late Payment Fee

  • Where Zen Maids has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date for commercial and post-construction cleaning. Residential cleaning customers agree to pay in full upon booking the Service. The Customer agrees that if Zen Maids has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $15 applies for the first month. Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter. In addition to the amounts set out above, the Customer agrees to indemnify Zen Maids for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Zen Maids in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.


  • If a Cleaner fails to attend the Premises within 3 hours of the Service Time and does not provide the requested Service, Zen Maidswill provide the Customer with either: a full refund of payments made by the Customer; or offer to reschedule the Service at another time mutually agreed between the Customer and Zen Maids

Fee for Non-access to Premises

  • In the event that the Customer does not provide unencumbered access to the Premises for Zen Maids or its Cleaners to provide the Service, the Customer agrees to pay a $85 cancellation fee per event (exclusive of GST) for administrative and travel costs.


  • This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time. Zen Maids may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the Service Time. Zen Maids may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Zen Maids, that breach is incapable of remedy.

Privacy Policy

  • The Customer acknowledges that any information provided by the Customer may be used by Zen Maids for the purpose of providing the Service. Zen Maids agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law). The Customer agrees to Zen Maids  communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service. Zen Maids will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorized access or disclosure, alteration or destruction.