Terms and Conditions

These terms cover general use of the platform by anyone, whether or not you book. Booking terms or a cleaner agreement prevail over these terms if they conflict about a booking. The Privacy Policy and Cookie Policy apply to everyone.

You must be at least 18 and able to enter a contract. Keep your login secure, do not share your account, and tell us promptly about unauthorised use. We grant a personal, non-exclusive, revocable licence to use the platform for its intended purpose. Features may change.

Do not use the platform unlawfully, interfere with it, introduce malicious code, scrape it, reverse engineer it except where the law does not allow that restriction, post unlawful or infringing content, or arrange cleaning off the platform with someone you met through it.

You keep ownership of content you submit, such as reviews and messages, and you licence Helpi to host and display it to operate and improve the platform. Helpi owns the brand, software and design. Third-party links and payment or mapping services have their own terms.

The platform is provided as available. We do not guarantee it will be uninterrupted. Consumer guarantees that cannot be excluded still apply. Subject to those guarantees, we are not liable for indirect loss from general use of the platform. Booking liability is covered in the booking terms. We may suspend access for breach, or for legal or safety reasons. You may close your account at any time.

These terms are governed by the laws of Victoria. Questions: support@gethelpi.com.

Helpi is the party you contract with for a booking. We arrange domestic and commercial cleaning, set the price, take payment, and stand behind the service as these terms and the cancellation policy describe. The work is carried out by independent cleaners or agency personnel. They are not Helpi employees. Vetting, including identity checks and a national police check, reduces risk. It does not guarantee an outcome.

You must be 18 or older and authorised to arrange cleaning of the premises. A contract is formed when we accept the booking and allocate a cleaner. We may decline a request. You are responsible for accurate address, access, size and safety information. If the job differs materially from the booking, we will agree any extra charge with you before it is incurred.

Prices shown at booking include GST. We do not add a card surcharge. We place a pre-authorisation on your card and capture payment after the clean, or capture a cancellation amount where the cancellation policy says so. Helpi does not store your full card number. Extra time or tasks need the cleaner’s availability and your agreement to the charge first.

Provide safe access, water, power and light. Tell us about hazards, animals, and surveillance. A cleaner may leave an unsafe job, which is treated as a same-day cancellation by you. Standard bookings do not include work at height, heavy moving, biohazards, mould beyond the surface, pest control, or hazardous materials. Secure cash, jewellery and irreplaceable items before the clean.

If the clean is not to a reasonable standard, contact us within 24 hours. Where the concern is reasonable, we will arrange a re-clean of the affected areas or another appropriate remedy. Consumer guarantees under Australian law cannot be excluded. Where the law allows us to limit liability, our total liability for a booking is the greater of the fees you paid for that booking and AUD 5,000, except property-damage claims, which are handled under our insurance if you report them in writing within 72 hours.

During your use of the platform and for six months afterwards, do not engage a cleaner you met through Helpi to bypass the platform. These terms are governed by the laws of Victoria. Contact support@gethelpi.com.

If you cancel or reschedule at least 24 hours before the scheduled start, there is no fee and the card hold is released. Less than 24 hours before the start, but not on the day, a late-cancellation fee of AUD 40 applies. On the day, if the cleaner cannot get in, or if the booking is treated as a same-day cancellation because the premises are unsafe, 50% of the booking price applies. We tell you the fee before it is charged.

If the cleaner does not attend, or we cannot supply the service, you are not charged. We will try to replace or reschedule, or release the hold or refund any amount taken. If you are not satisfied, contact us within 24 hours. A re-clean, or another fair remedy including a refund where a re-clean is not practical, may apply. Consumer guarantees still apply.

Refunds go back to the card used for the booking. We aim to process them within 5 business days. Contact us before raising a chargeback.

Treat everyone with respect. Harassment, threats and unlawful discrimination are not allowed. Tell us about hazards before a booking. A cleaner may stop work that is unsafe or outside scope.

A standard clean covers the areas booked, such as dusting, vacuuming, mopping, and kitchen and bathroom cleaning, within the booked time. Add-ons apply only if selected and agreed, including any extra charge, before the work starts. Heights, heavy furniture, biohazards, mould removal, pests, exterior work and hazardous materials are out of scope.

Customers should give safe access, accurate details, and secured valuables, and keep booking, messages and payment on the platform. Cleaners should arrive on time, work within scope, check in through the app, and keep customer information confidential. Before-and-after photos may be taken for quality. Other recording of a person without their knowledge is not allowed.

If these guidelines are not followed, we may warn, decline future bookings, or remove access, in line with the relevant agreement. Report a concern to support@gethelpi.com.