Terms & Conditions

These Terms & Conditions apply to all bookings for cleaning, nannying, babysitting and petsitting services provided by Mummy’s Lil Helper Pty Ltd (“we”, “us”, “our”, “Mummy’s Lil Helper”). By making a booking with us, whether by phone, text, email or through our website, you (“you”, “the client”) agree to be bound by these Terms & Conditions, along with any service-specific documents provided to you, such as our Petsitting Liability Statement or Emergency Contact Form.

Please read these terms carefully. If you have any questions, contact our admin team before confirming your booking.

Making a booking, confirming a shift, or accepting a quote (whether verbally, by text, by email, or through our online booking system) is treated as your acceptance of these Terms & Conditions in full.

These Terms & Conditions set out our standard policies across all services. Where a specific booking involves individual arrangements, such as a matched carer, a set schedule, an agreed end date, or a custom quote, those details will be confirmed with you directly, for example in your welcome email or booking confirmation, and will apply alongside these Terms.

1. About Us

Mummy’s Lil Helper Pty Ltd provides home services to families across the Macedon Ranges, including house cleaning, nannying, babysitting and pet sitting. All bookings, scheduling and changes are managed centrally by our admin team, not by the individual carer or cleaner attending your home.

2. Bookings & Scheduling

• All new bookings, ongoing scheduling, and changes to bookings must go through our admin team, not directly with your carer or cleaner.
• Recurring shifts (nannying and cleaning) are booked into our scheduling system, Jobber. You will receive a confirmation email from Jobber with your shift details.
• You may contact your carer directly only during their shift, or for last-minute, on-the-day timing changes (for example, running early or late).
• If you have a preferred carer, or a preference for ongoing arrangements, let our admin team know and we will do our best to accommodate this, subject to availability.

3. Pricing & Quotes

For a general idea of our pricing across cleaning, nannying, babysitting and petsitting, please refer to our website. Actual pricing for your booking may vary depending on factors such as the specific job, what’s included, location, and your individual expectations or requirements.

To get a specific quote for your situation, please contact our admin team directly. We’re happy to talk through your needs and confirm pricing before you book.

4. Payment

Payment is due on the day of your service, unless otherwise discussed and agreed with our admin team in advance.

Where an invoice is requested, payment is required within 7 days of the invoice date. No further extensions are available beyond this.

Missed payment: if payment is not received when due, we may follow up via email, phone call, text message, and/or post. If payment remains outstanding, we reserve the right to refer the matter to a debt recovery service, and to decline any future bookings from the client involved.

Tips are always appreciated but never expected. If you’d like to leave one, you’re welcome to give it directly to your carer in cash or as a separate transfer.

5. Our Services

5.1 Cleaning

What’s included: our regular cleans cover everyday upkeep: kitchens and bathrooms, floors vacuumed and mopped, surfaces dusted and wiped, and bins emptied.

What’s not included as standard: oven cleans, walls, interior windows, interior fridge cleans, light fittings, washing/ironing, and bed linen changes. Ask us and we’re happy to quote these separately.

Your cleaner brings their own supplies and equipment. All products we use are natural, eco-friendly and synthetic-free, sourced locally from a small Melbourne-based company, and lightly scented with essential oils. Fragrance-free options are available on request.

Your first clean: a first clean is a different job to a regular clean. If your home hasn’t had a professional clean in a while, there is usually a build-up to work through, so your first clean will often take longer. Grime and dust can also partially resettle after a first visit, especially in bathrooms and kitchens. It typically takes a few regular visits before things stay consistently clean between sessions. If anything about your first clean doesn’t meet your expectations, please tell us; we would much rather hear it and fix it.

5.2 Petsitting

We offer overnight stays and daily visits to care for your pets while you’re away, including feeding, watering, companionship and general clean up. An overnight stay guarantees a home presence overnight but is not 24/7 care, and a daily visit is a short, attentive visit rather than a fixed clock time.

5.3 Nannying

We offer school drop-off and pick-up support, as well as daytime assistance, tailored to your household’s routine and needs.

5.4 Babysitting

We provide reliable, in-home babysitting for children of all ages, with carers who are fully checked and experienced.

6. Cancellations

All cancellations, holds, and requests to end a service must go through our admin team, not your carer or cleaner.

6.1 Babysitting

• 48 hours or more notice: no fee.
• Less than 48 hours notice: $70 cancellation fee.
• If your child is unwell, the $70 fee is still payable but can be held as a credit, valid until 30 June of the current financial year. Contact our admin team to discuss rescheduling.

6.2 Nannying

Nannying is a committed, recurring service. A minimum of 2 weeks’ notice is required for any cancellations, holds, or to end the service entirely.

• 2 or more weeks’ notice: no fee.
• Less than 2 weeks’ notice (including sick days or rescheduling): payable in full.

For your specific booking, your agreed end date (if any) and the notice deadline required to avoid a cancellation fee will be confirmed with you directly, such as in your welcome email or booking confirmation.

Credits: any shifts paid but not attended due to a short-notice cancellation are held as a credit, which can be used to extend your end date (for example, a cancelled shift can be rebooked as an additional session after your original end date). Credits must be used within the current financial year (1 July to 30 June) and cannot be carried forward.

6.3 Petsitting

• 48 hours or more notice: no fee.
• Less than 48 hours notice: $70 cancellation fee.

6.4 Cleaning

Cleaning is a committed, recurring service. A minimum of 2 weeks’ notice (before your next scheduled booking) is required for any holidays, cancellations, holds, or to end the service entirely.

• 2 or more weeks’ notice: no fee.
• Less than 2 weeks’ notice: payable in full.

Rescheduling is allowed for sick days, provided it doesn’t interfere with your set schedule. For example, if you’re booked fortnightly on a Monday and unwell, we can usually move your clean to the Friday of that same week.

7. Your Carer or Cleaner

Where a service involves an ongoing or matched carer (nannying, petsitting, or a regular cleaner), you will be introduced to them directly and, where relevant, a meet and greet will be arranged before your service begins. This is a chance to walk through routines, hand over keys or access instructions, and share any preferences, quirks or emergency contacts we should know about.

All Mummy’s Lil Helper staff hold a current Police Check. Staff working with children (nannying, babysitting) also hold a current Working with Children Check and First Aid & CPR certification. We hold business insurance covering all of our services.

For consistency and everyone’s safety, please keep all communication about scheduling, cancellations, payments, and feedback with our admin team, rather than your carer or cleaner directly.

8. Client Responsibilities

• Provide accurate and up-to-date information about your household, children, pets and any relevant medical, behavioural or access details.
• Complete and keep our Emergency Contact Form up to date for any bookings involving children, including medical information, insurance details, and consent for first aid or emergency medical treatment.
• For petsitting, confirm your pet is up to date with vaccinations, worming and flea treatments, and disclose any known aggressive behaviour.
• Provide safe and appropriate access to your home, including clear instructions for alarms, keys or key safes, and ensure all access points are secure.
• Let us know as early as possible about any changes to routines, health information, or emergency contacts.

9. Liability

We take the care of your family, pets, staff and home seriously, and our team will always provide the best possible care. However, to the extent permitted by law:

• We are not liable for any illness, injury, loss or death that may occur to a child, pet, client, staff member or other person during or after a booking, except to the extent caused by our negligence.
• We are not responsible for medical, behavioural or health issues arising from undisclosed conditions, needs or temperament (whether relating to a child, pet, or other member of the household).
• We are not responsible for damage, loss or theft affecting a client’s home, furniture, belongings, garden, or other personal or private possessions and important items, except to the extent caused by our negligence.
• We do not accept liability for loss, damage or break-ins occurring before, during or after a scheduled visit, where reasonable care has been taken and access was provided in accordance with the client’s instructions.
• We are not responsible for damage to items, surfaces or belongings caused by cleaning products or chemicals used during a clean, or for items broken or damaged in the course of a clean, provided reasonable care was taken.
• We are not responsible for injury a child causes to themselves, or for damage or breakages a child causes, through their own actions or through doing something they have been asked not to do, provided our staff have taken reasonable care and supervision appropriate to the booking.
• Where a nanny uses their own vehicle to transport a child (for example, for school drop-off or pick-up), the nanny is solely responsible for holding a current driver’s licence, vehicle registration, and appropriate insurance, and for all costs associated with the vehicle. We are not responsible for any incident, accident, fine, or cost arising from a child’s transport in a nanny’s vehicle.
• Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

9.1 Emergencies & First Aid

If we consider it necessary, we reserve the right to seek emergency medical or veterinary attention for a child, pet or other person in our care, and to contact and share relevant information with emergency services, police, hospitals, vets or first aid responders, as set out in our Privacy Policy. We will attempt to contact the client first wherever possible, but may act without doing so if the situation requires it.

We do not take on any financial responsibility for costs associated with emergency medical, hospital or veterinary treatment. Any such costs are the responsibility of the client.

10. Complaints

We want to hear from you if something isn’t right. If you have a complaint about a service, please contact our admin team as soon as possible with details of the booking and the issue. We will acknowledge your complaint promptly and work with you to find a fair resolution, which may include a follow-up visit, a partial credit, or another outcome appropriate to the situation.

If a complaint cannot be resolved directly between us, either party may refer the matter to Consumer Affairs Victoria or another appropriate dispute resolution service.

11. Website Content

The information on our website is general in nature and provided for guidance only. It is not tailored to any individual client, service, or price. Our website may not always be fully up to date, and we do not guarantee that all content, including service descriptions, inclusions or pricing, is accurate or current at any given time. Please confirm current details, availability and pricing with our admin team directly before booking. All content, branding and images on our website remain the property of Mummy’s Lil Helper Pty Ltd and may not be reproduced without our permission.

12. Privacy

We collect and handle personal information in accordance with our Privacy Policy, available at mummyslilhelper.com.au, which explains what information we collect, how we use and share it, and how you can access or correct it.

13. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services or business practices. The current version will always be available on our website, and continuing to use our services after an update constitutes acceptance of the revised terms.

14. Governing Law

These Terms & Conditions are governed by the laws of Victoria, Australia, and any disputes arising from them will be subject to the jurisdiction of the courts of Victoria.

15. Contact Us

If you have any questions about these Terms & Conditions, please get in touch:

Mummy’s Lil Helper Pty Ltd
ABN: 63 698 246 892  |  ACN: 698 246 892
PO Box 249, Gisborne VIC 3437
info@mummyslilhelper.com.au
0489 952 604
mummyslilhelper.com.au