Terms & cancellation policy.

By booking a clean with Rumah Harmony you agree to the terms below.

Bookings and access

Your booking is confirmed once we have accepted your requested date and arrival window in writing. Please ensure our cleaner can access the property at the agreed time, either in person or by leaving key, lockbox or building access instructions with your booking.

Quotes and inclusions

Every quote is prepared for your specific home based on the size, condition and requirements you describe. If the property differs materially on arrival — for example additional rooms, or a level of soiling that requires substantially more time — we will contact you before continuing and confirm any adjustment with you first.

The service

Our cleaners bring their own low-tox products and equipment unless you ask us to use yours. We do not move heavy furniture, handle biohazards, or work at heights beyond a standard step ladder.

Our happiness promise

If something has been missed, tell us within 48 hours of your clean and we will return to re-clean the area at no charge.

Your responsibilities

Please secure valuables, fragile items and pets before your visit, and let us know about delicate surfaces or finishes that need special care.

Payment

Payment terms are confirmed in writing with your personalised quote before your first visit.

Liability

Rumah Harmony is fully insured. Please report any concern about damage within 48 hours of the visit so we can inspect and resolve it fairly.

We hold your cleaner's day open for your home, so a little notice makes all the difference.

More than 24 hours' notice

Reschedule or cancel free of charge — simply message or email us.

Less than 24 hours' notice

A late-cancellation fee may apply, as the time reserved for your home can no longer be offered to another client.

Unable to access the property

If our cleaner arrives and cannot access the property, the visit is treated as a same-day cancellation.

Rescheduling by us

If we ever need to move your visit because of illness or an unforeseen circumstance, we will contact you as early as possible and offer the earliest suitable alternative.