Damage Handling Policy

Accidents happen. Here’s how we handle them.

We treat your home with the utmost care and respect. Our cleaners are trained to work carefully around your belongings, furniture, and fixtures. But sometimes, despite everyone’s best efforts, accidents can occur.

Here’s exactly what happens if something gets damaged, how our insurance works, and what you need to do.


Servicing All Brisbane since 2018 | QBE Insured | 4.8 on Google

Our Commitment to Care

Every cleaner in our team:

  • Is trained to work safely around your belongings

  • Uses appropriate cleaning methods for different surfaces

  • Takes extra care with fragile items and valuable fixtures

  • Reports any concerns or potential issues immediately

  • Follows your specific instructions about delicate areas

We don’t take shortcuts, and we don’t rush.

Your home and belongings are important to us, and we handle them accordingly.

What’s Covered by Our Insurance

All Home Style Cleaning services are backed by $20 million public liability insurance through QBE Insurance. It covers accidental damage caused by our cleaners during the cleaning service, including:

  • Breakage of household items (glassware, ornaments, etc.)

  • Things like broken taps, cracked tiles, or damaged fittings

  • Spills or stains on furniture or flooring

  • Ovens, fridges, or other appliances

That’s serious coverage.  

Most cleaning companies carry far less (or none at all). We invest in this level of protection because your home and peace of mind matter.

Quick Enquiry

Disclaimer: All information is kept secure and will not be shared or sold to any third party.

What’s NOT Covered by Insurance

To keep expectations clear, here’s what our insurance does not cover:

Pre-existing damage or wear

  • Items that were already cracked, chipped, or damaged before we arrived

  • Worn fixtures, loose fittings, or deteriorating surfaces

  • Age-related wear and tear

Extremely fragile or valuable items left in cleaning areas

  • Antiques, collectibles, or heirlooms not secured or identified in advance

  • Valuable jewelry, electronics, or documents left on surfaces being cleaned

  • Items worth [CONFIRM: What’s the single-item coverage limit? e.g., “$500” or “$1,000”?] or more without prior notification

Damage caused by faulty fixtures or products

  • Taps, handles, or fixtures that were already loose or broken

  • Surfaces damaged by incompatible cleaning products (when we’ve used your products as requested)

  • Electrical or plumbing issues unrelated to cleaning

Items damaged by pets or other household members

  • Damage that occurred outside of our scheduled cleaning time

How to Report Damage

If you notice something has been damaged during your cleaning service, here’s what to do:

Step 1: Contact us immediately

Call us (07) 3073 2625 or Send Enquiry

Report damage within 24 hours of your cleaning appointment.

The sooner you let us know, the faster we can investigate and resolve the issue.

Step 2: Provide details and photos

Help us understand what happened by providing:

  • A clear description of the damage
  • Photos of the damaged item or area
  • The approximate value or replacement cost (if known)
  • When you first noticed the damage

Step 3: Don’t dispose of the item yet

If something is broken, please keep it until we’ve had a chance to assess the damage. Our insurance provider may need to see it as part of the claims process.

What Happens Next

Once you’ve reported the damage, here’s our process:

  • Step 1: We investigate
    We’ll speak with the cleaner who worked in your home to understand what happened. We’ll review the situation carefully and fairly.

  • Step 2: We assess responsibility
    If the damage was caused by our cleaner during the service, we’ll take full responsibility and move forward with a resolution.

  • Step 3: We lodge an insurance claim (if needed)
    For claims covered by insurance, we’ll handle the paperwork and liaise with our insurance provider on your behalf.

  • Step 4: We resolve the issue
    Depending on the situation, resolution may include:

    • Direct replacement of the damaged item
    • Reimbursement for repair or replacement costs
    • Insurance payout for larger claims

Timeline: We aim to resolve most claims within 7-14 days. This allows time for proper assessment and cost estimates, so we can provide you with a fair and accurate resolution.

How We Prevent Damage

Prevention is always better than a claim. Here’s how we minimize risk:

Before your first clean:

  • We ask about any fragile items, delicate surfaces, or areas that need special care

  • You can let us know about valuable items or specific cleaning preferences

  • We note any existing damage so there’s no confusion later

During every clean:

  • Our cleaners follow proper techniques for each surface type

  • We use appropriate products and tools

  • We work methodically, not hastily

  • We double-check our work before leaving

You can help by:

  • Securing or moving extremely fragile or valuable items before we arrive

  • Letting us know about any loose fixtures, wobbly furniture, or delicate surfaces

  • Informing us if certain areas should be avoided or handled with extra care

Our Goal: Fair and Fast Resolution

We know that damage to your belongings is stressful, even when it’s accidental.

Our goal is always to:

  • Take responsibility when we’re at fault

  • Communicate clearly throughout the process

  • Resolve claims fairly and as quickly as possible

  • Learn from every incident to prevent future issues

Your trust matters more than any single claim.

Ready to Book With Confidence?

If you’re unsure whether something is covered, or if you have questions about our insurance policy, just ask before your service.

Every Home Style Cleaning service is fully insured, so you can relax knowing your home is protected.

Call us (07) 3073 2625 or Send Enquiry

FAQ

Contact us as soon as possible, ideally within 24 hours. Let us know what happened, where the damage is, and send through clear photos so we can review it quickly.

Please report any damage within 24 hours of your cleaning appointment. The sooner you let us know, the easier it is for us to investigate and resolve the issue properly.

To help us assess the situation, please include:

  • a clear description of the damage
  • photos of the damaged item or area
  • the approximate value or replacement cost, if known
  • when you first noticed the damage

Yes. If something is broken, please do not dispose of it straight away. Our team or insurance provider may need to assess it as part of the claims process.

Our public liability insurance covers accidental damage caused by our cleaners during the service. This can include things like:

  • broken household items
  • damaged fittings or fixtures
  • spills or stains on furniture or flooring
  • accidental damage to appliances during cleaning

To keep things clear, insurance does not cover:

  • pre-existing damage or wear and tear
  • loose, worn, or faulty fixtures
  • extremely fragile or valuable items not identified in advance
  • jewellery, electronics, or documents left in active cleaning areas
  • damage caused outside the scheduled cleaning time
  • issues caused by pets, other household members, or faulty products and fixtures

Once you report the issue, we will:

  1. review the details carefully
  2. speak with the cleaner involved
  3. assess responsibility
  4. lodge an insurance claim if needed
  5. work toward a fair resolution

Depending on the situation, that may mean repair, replacement, reimbursement, or an insurance payout.

We do. If the damage is covered, we handle the insurance claim on your behalf and liaise with the insurer directly. You just need to provide the details and any supporting photos.

Most straightforward claims are resolved within 7 to 14 days. This timeframe allows us to assess what happened properly, get accurate cost estimates and finally provide you with a fair resolution

We’ll keep you informed throughout the process so you’re never left wondering what’s happening

Please let us know before cleaning and, where possible, secure or move those items out of active cleaning areas. This helps reduce risk and makes expectations clear from the start. Based on the draft, the page is built around prompt reporting, photos, clear claim handling, and advance notice for fragile or high-value items.

What Our Clients Say

After a shoulder injury, I had my first clean this week. A team of two ladies came, were on time and were in and out of there in 1 ½ hours. I was very anxious as I had been trying to engage a cleaner for weeks with people either not turning up or not getting back to me. The ladies were lovely and got the job done perfectly. Thank you, Home Style Cleaning.
Dora DeLaat
I had my first clean last week, the lady was very polite knowing I had just had surgery on my work injury. So happy that the lady turned up on time, I had 4 previous weeks with another company where they were 3.5 hrs late I couldn’t get hold of them. Poor communication. Being a house cleaner myself for over 3 years I have OCD but was feeling too sore after my work injury tennis elbow. As my previous clients say since I’ve been off work they can’t get anyone to do a streak free sink. I agree, I’m a perfectionist so I notice when things are missed. I was happy with her clean. And I would recommend this company. 14/9 second clean, was so very happy with my second clean such a lovely lady.
Sharon Scott
Our home looks great again. After many months of not being able to do a thorough clean myself due to illness, my home is now sparkling clean again. The cleaners were thorough, polite and communicated well with me and each other. Sophie was great always keeping me up to date with the time of arrival, billing etc. I would highly recommend this cleaning service.
Isabel Cabrera
We were pleasantly surprised with our first appointment with a gentle soul named Sam. The finished product was exceptional and arrived on time which was also appreciated. She was also very aware of our anxious kitty and went out of her way to accommodate this…I would highly recommend this service.
sonya greer
Rosie was excellent – very thorough. Dad’s house looks wonderful – very very happy with the service. Have booked a fortnightly clean with them!
Cathy Blanchfield