Policies and Procedures
Last updated: 1 June 2026
These policies and procedures set out how Nest and Nurture Society ("we", "us", ABN 73 658 665 321) delivers safe, reliable and high-quality home cleaning. They sit alongside our Terms of Service and Privacy Policy.
Our commitment
We are here to create calm, clean and organised homes for busy lives. Every booking is treated with care, respect and discretion. We aim to be dependable, easy to deal with, and accountable when something is not right.
Vetting and police checks
Every cleaner is vetted before they enter any home. This includes a current National Police Check, confirmation of the right to work in Australia, reference checks, and an assessment of cleaning experience. We do not place a cleaner with a client until these checks are complete.
Work health and safety
The safety of our cleaners and clients comes first. Cleaners follow safe manual-handling practices, use products as directed, and will not undertake any task that puts their safety at risk, such as working at unsafe heights or moving very heavy furniture. We ask clients to provide a safe working environment and to flag any hazards before the visit.
Privacy and confidentiality
We treat your home and your information as private. Cleaners are expected to keep what they see in your home confidential and to handle personal belongings with care. We collect and use personal information only as described in our Privacy Policy, and payments are processed securely by Stripe.
Keys and home access
Where you provide access details, keys or alarm codes, we record them securely and share them only with the cleaner assigned to your booking. Access information is used solely to carry out your service. Please let us know in advance how the cleaner should enter and leave your home.
Service standards and quality
The scope of each service is described on the relevant service page at the time of booking. We aim to deliver a consistent, thorough clean every visit. If any part of a clean does not meet a reasonable standard, contact us within 24 hours and we will arrange to put it right.
Cancellations and rescheduling
If you need to change or cancel a booking, please tell us as early as possible and we will do our best to move it to a time that suits you. Cancellations made with reasonable notice are refundable. Cancellations at very short notice, or where a cleaner has already been dispatched, may incur a charge to cover the cleaner's time.
Cleaner replacement
Occasionally a scheduled cleaner may become unavailable. If that happens we will do everything we can to send a replacement straight away. If we cannot, the choice is yours - a replacement cleaner on another day that suits you, or a full refund, no questions asked. You are never left stranded and never out of pocket.
Pets and children in the home
We love that homes are lived in. For the safety of our cleaners, anxious or aggressive pets must be secured during the visit. Where children or vulnerable people are present, cleaners work respectfully and keep cleaning products safely out of reach while in use.
Products and equipment
Cleaners use suitable products and equipment for the job and follow manufacturer instructions. If you would prefer specific products be used or avoided (for example due to allergies or surfaces), let us know when you book and we will do our best to accommodate.
Insurance and liability
Every service is covered by 20 million dollars in public liability insurance. To the extent permitted by law, our liability is limited to re-performing the service or refunding the amount you paid for it. Nothing in these policies excludes rights you have under the Australian Consumer Law.
Complaints and feedback
If something is not right, we want to know. You can raise a concern at any time through our complaint form or by email. We acknowledge complaints promptly, look into them fairly, and aim to resolve them quickly and respectfully.
Review of these policies
We review these policies and procedures from time to time so they stay current and useful. The date at the top of this page shows when they were last updated.
Contact
Questions about our policies and procedures? Email us at hello@nestnurturesociety.org.