Legal
Terms & Conditions
Effective 1 April 2026
1. Agreement
By booking a Reset through Kept ("we", "us", "our"), you agree to these terms. Kept is a residential cleaning service operating in inner Sydney. If you do not agree to these terms, please do not use our service.
2. Bookings & scheduling
All bookings are made online through our website. We offer two time slots per day: 8:00 am and 10:00 am. Bookings require a minimum of 24 hours' notice. Availability is subject to change and shown in real time on our booking calendar.
You must provide accurate property details including address, access method, and any relevant instructions. We are not responsible for delays or inability to clean caused by incorrect or missing access information.
3. Cancellation policy
Our cancellation policy depends on when you cancel relative to your Reset:
- •More than 24 hours before your Reset: A full refund is issued to your original payment method.
- •Less than 24 hours before your Reset (but not same day): 50% is refunded to your card and 50% is added as booking credit to your account.
- •Same day: No refund or credit is issued.
- •Pack bookings: Pack credits are reinstated for all cancellations except same-day. Same-day pack cancellations are not eligible for credit reinstatement.
4. Rescheduling
You may reschedule a confirmed booking more than 24 hours before your Reset, subject to availability. Rescheduling within 24 hours of your Reset is not permitted. If your new date falls on a weekend, the weekend surcharge may apply. No additional payment is collected or refunded when rescheduling in our current version.
5. Packs & credits
Reset packs (5 or 10 cleans) are purchased upfront at a discounted rate. Pack credits do not expire. Once a pack has been partially used, it is non-refundable. Booking credits issued through cancellations may have an expiry date and are applied automatically at checkout.
6. Pricing & payment
All prices are in Australian dollars (AUD) and include GST. Prices vary by property type and number of bedrooms. A 15% weekend surcharge applies to bookings on Saturdays and Sundays. Payments are processed securely through Stripe. We do not store your card details.
7. Our products
We use plant-based, chemical-free cleaning products on every Reset. We do not use bleach, ammonia, or synthetic fragrances. If you have specific product requirements or allergies, please let us know via the access notes on your booking.
8. Liability
We take care in every home we enter. In the unlikely event of damage, please contact us within 48 hours with photos and a description. We will assess each claim individually and work with you to resolve it fairly. Our liability is limited to the cost of the Reset.
9. Privacy
We collect your name, email, phone number, and property address to provide our service. Your data is stored securely and is never sold to third parties. We use Stripe for payment processing and Supabase for data storage, both of which maintain industry-standard security practices. You may request deletion of your account and data at any time by contacting us.
10. Changes to these terms
We may update these terms from time to time. Continued use of our service after changes are posted constitutes acceptance of the updated terms. Material changes will be communicated via email.