Terms of Service

 

Last updated: July 2026

​

Welcome to Crumbs and Chaos. By booking or using our cleaning and home support services, you agree to the following Terms of Use.

​

Our Services

​

Crumbs and Chaos provides residential cleaning and home support services, including:

• Essential cleans

• Deep cleans

• Parent Helper services

• Home organisation and decluttering

• Event and occasion cleaning

• Other services agreed upon between Crumbs and Chaos and the client

The exact services provided will depend on the package or service booked and the agreed scope of work.

Our cleaning checklists are provided as a guide. Cleaning times and results may vary depending on the size and condition of the home, the level of cleaning required, clutter, access, and other circumstances.

​

Quotes and Pricing

​

Quotes are based on the information provided by the client and the expected time and work required.

If the condition of the property is significantly different from what was described or shown when the quote was provided, the price or time required may need to be adjusted. We will discuss any significant changes with you before continuing where reasonably possible.

Prices are quoted in New Zealand dollars (NZD) unless otherwise stated.

Any additional services requested during a clean may incur an additional charge.

​

Booking and Availability

​

Bookings are confirmed once a date and time have been agreed upon.

Regular cleaning clients may be offered recurring appointments on a weekly, fortnightly, or other agreed schedule.

Crumbs and Chaos may occasionally need to change or reschedule an appointment due to illness, emergencies, family circumstances, staff availability, severe weather, or other circumstances outside our reasonable control. We will provide as much notice as reasonably possible and work with you to arrange another suitable time.

​

Cancellations and Rescheduling

​

We understand that life happens, especially in busy family homes.

We kindly ask for at least 48 hours' notice if you need to cancel or reschedule your appointment.

Our cancellation policy is:

• 48 hours or more notice: No cancellation fee.

• Less than 48 hours' notice: A cancellation fee of up to 50% of the scheduled service price may apply.

• Same-day cancellation or failure to provide access: The full scheduled service price may apply.

Cancellation fees will be considered reasonably and may take into account the circumstances of the cancellation and any loss suffered by the business.

Where possible, we will always try to work with you to reschedule your appointment.

​

Access to Your Property

​

Clients are responsible for providing safe and suitable access to the property at the agreed appointment time.

If we cannot access the property when we arrive, and no alternative arrangement can be made, the applicable cancellation fee may be charged.

Please provide any necessary information about keys, alarm systems, gates, parking, pets, or other access requirements before your appointment.

​

Client Responsibilities

​

To help us provide the best possible service, clients are asked to:

• Provide accurate information when requesting a quote.

• Ensure the property is reasonably accessible and safe to work in.

• Inform us of any hazards, fragile items, valuable belongings, allergies, pets, or special requirements.

• Secure valuable, fragile, or sentimental items before cleaning.

• Ensure suitable access to water and electricity where required.

• Notify us of any surfaces or materials that require specific cleaning products or methods.

We reserve the right to decline or stop work where we reasonably believe the environment is unsafe or presents a significant risk to our team.

​

Cleaning Products and Equipment

​

Crumbs and Chaos may use our own cleaning products and equipment unless otherwise agreed.

Clients should advise us before the clean of any surfaces that require special care or products that must not be used.

We will take reasonable care when cleaning your property. However, we cannot be responsible for damage caused by pre-existing damage, wear and tear, faulty materials, poor-quality surfaces, incorrect installation, or items that are not suitable for standard cleaning methods.

​

Pets

​

We love family homes and understand that pets are part of the family.

Clients must let us know about pets before the appointment.

For the safety of our team and your pets, we may ask that pets are secured in another area of the home during cleaning if necessary.

We cannot be responsible for pets that escape from the property due to inadequate security or access arrangements provided by the client.

​

Valuables and Fragile Items

​

Clients are responsible for securing valuable, fragile, or sentimental items before cleaning.

If an item requires special handling, please inform us before the service begins.

We will take reasonable care while working in your home, but we cannot accept responsibility for damage to items that are already damaged, unstable, incorrectly installed, or unusually fragile.

​

Cleaning Results and Complaints

​

We aim to provide a high-quality, reliable service every time.

If you are unhappy with any aspect of the service, please contact us as soon as reasonably possible so we can discuss the concern and, where appropriate, arrange a suitable remedy.

We ask that any concerns about the cleaning service are raised promptly so that we have a reasonable opportunity to inspect and address the issue.

Nothing in these Terms of Use is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand laws.

​

Payment

​

Payment is due as agreed at the time of booking or invoicing.

Accepted payment methods may include:

• Bank transfer

• Cash

• Other payment methods agreed with Crumbs and Chaos

Any unpaid invoices may affect future bookings or recurring services.

​

Regular Cleaning Services

​

Regular clients are expected to maintain their agreed booking schedule unless otherwise arranged.

If you need to pause or end a recurring cleaning service, please provide reasonable notice where possible.

Crumbs and Chaos may also change or end recurring services where circumstances require, with reasonable notice where practicable.

​

Photographs and Social Media

​

With your permission, Crumbs and Chaos may take photographs of cleaning results or organised spaces for marketing purposes, including our website and social media.

We will not publish identifiable personal information without appropriate permission.

Clients may choose not to have photographs of their home or belongings used for marketing purposes.

​

Privacy

​

Any personal information collected by Crumbs and Chaos will be handled in accordance with our Privacy Policy and applicable New Zealand privacy laws.

We only collect information reasonably necessary to provide and manage our services, communicate with clients, process bookings and payments, and operate our business.

​

Changes to These Terms

​

Crumbs and Chaos may update these Terms of Use from time to time to reflect changes to our services, business operations, or legal requirements.

The most recent version will be published on our website.

​

Agreement

​

By booking or using services provided by Crumbs and Chaos, you acknowledge that you have had the opportunity to read and understand these Terms of Use.

These Terms are intended to provide clear expectations for both Crumbs and Chaos and our clients while ensuring that all parties' rights under New Zealand law are respected.

Thank you for choosing Crumbs and Chaos. We appreciate the opportunity to help make family life a little lighter.