Terms & Policies

Terms & Conditions

All bookings are subject to a minimum duration of 1.5 hours.
Services must be confirmed in writing via email or booking form.
Any add-ons (e.g. oven cleans, fridge cleans, linen changes) must be pre-booked to ensure time is allocated.
The client is responsible for ensuring safe access to the property at the time of the clean.
Payment is due upon invoice. Late payments may incur a fee.
Any personal items or valuables should be stored away prior to the clean. Velouré is not responsible for any items left unsecured.
If we are unable to access the property at the agreed time, a full service fee may still apply.

Refunds & Satisfaction Policy

At Velouré, we take pride in delivering a consistently high standard of service. If you are not satisfied with any part of your clean, please contact us within 24 hours so we can address your concerns.

We do not offer refunds for change of mind or cancellations outside our notice period. Refunds are considered on a case-by-case basis and are not guaranteed unless required by New Zealand consumer law.

Cancellation & Reschedule Policy

We understand that plans change. To reschedule or cancel your appointment:

Please notify us at least 24 hours in advance.
Cancellations made within 24 hours of the booking may incur a 50% cancellation fee.
No-shows or access issues upon arrival will be charged at 100% of the service fee.

Privacy

Privacy Policy

Velouré is committed to protecting your privacy.

Any personal information collected through our booking forms, emails, or client communication is used solely for service delivery and internal business processes.
We do not share your information with third parties.
You have the right to request access to or deletion of your personal information at any time.