1. About these terms
These Terms of Service are an agreement between you and HireJuno Pty Ltd ("HireJuno", "Juno", "we", "us"), an Australian company based in Melbourne, Victoria. They apply whenever you use hirejuno.com, the HireJuno app, or book any service through us.
By making a booking, creating an account, or using the site or app, you agree to these terms. If you're booking on behalf of someone else, a family member, a landlord, a business, you confirm you have their authority to do so, and these terms apply to them too.
We've written this document in plain English on purpose. Where a section has legal weight, it means what it plainly says. If anything is unclear, ask us before you book. We're at hirejuno.com/contact, hello@hirejuno.com, or 1300 JUNO 00.
Nothing in these terms takes away rights you have under the Australian Consumer Law. See section 15.
2. How HireJuno works. You contract with us
HireJuno is not a marketplace, a directory, or a lead-generation site. When you book a service, you enter a contract with HireJuno directly. We take your payment, we choose and dispatch a vetted, police-checked, insured professional to do the work, and we are responsible to you for the service being delivered as promised.
In practice, that means:
- One point of contact. Your booking, payment, receipt, support and any guarantee claim all sit with HireJuno, never with the individual professional.
- We pick the pro. We assign the professional best suited to your job. You'll see their name, photo and rating once they're assigned, and you can track them live on the day.
- We stand behind the work. If something isn't right, you raise it with us and we fix it under our guarantees. You don't need to chase anyone.
- Independent professionals. The people who perform the work are independent professionals engaged by HireJuno, not our employees. More on that relationship in section 13.
Our current services, inclusions and pricing are listed on each service page and in the booking flow. Services marked "coming soon" can't be booked yet.
3. Your account
You can book as a guest, but an account (or the HireJuno app) unlocks your booking history, live tracking, Juno Credits and referral link.
- You must be at least 18 years old and able to enter a contract to book a service.
- Keep your contact details current. We use them for booking confirmations, arrival updates and guarantee follow-ups.
- You're responsible for activity on your account. Tell us straight away if you think someone else has accessed it.
- We may suspend or close accounts used fraudulently, abusively, or in breach of these terms. If we do, any bookings already paid for will be honoured or refunded.
4. Bookings and upfront payment
HireJuno works on upfront payment: you pay the full booking amount when you book, and we handle everything from there, including paying the professional after the job is completed. That's what lets us offer instant confirmation, locked pricing and no invoice-chasing.
Making a booking
- You choose the service, your suburb, your options and add-ons, and a date and arrival window. The full price is shown before you pay. No quotes, no callbacks.
- Your booking is confirmed once payment is authorised. You'll get an instant confirmation by email (and SMS/push if enabled) with your booking reference.
- All prices are in Australian dollars (AUD) and include GST unless stated otherwise.
Payment
- We accept the payment methods shown at checkout, which may include card, Apple Pay, Google Pay, PayPal, Afterpay and Zip. Buy-now-pay-later services have their own terms with you.
- Payments are processed by our third-party payment processor. We never see or store your full card number, see our Privacy Policy.
- Juno Credits and gift cards can be applied at checkout to reduce the amount payable (sections 10 and 12).
- If a payment fails, is reversed or is charged back without a valid reason, we may cancel the related booking and recover the amount owed.
Arrival windows
We schedule an arrival window rather than an exact minute, and you can watch your professional's live location and ETA on the day. If we're running materially late, we'll tell you as early as we can, and you can reschedule without charge if the new time doesn't work.
5. Pricing and on-site variations
The price you see at checkout is calculated from the details you give us, bedrooms, bathrooms, rooms, area, options and add-ons. It's a fixed price for that scope of work, not an estimate.
When the job doesn't match the booking
Sometimes a property is different from what was booked, an extra bedroom, a much larger area, heavy soiling well beyond a standard clean. When that happens:
- Your professional will assess the difference on arrival, before starting work.
- Any change to price or scope is sent to you as a variation in the app (or by SMS/phone if you're not on the app), showing exactly what's changing and the new total.
- No variation is charged without your approval. If you approve, the extra amount is charged to your original payment method. If you decline, the professional completes the originally booked scope where practical, or we cancel and refund in line with section 6.
Simple rule: we never charge you more than your checkout total unless you've approved the change first, in writing, in the app.
En-route add-ons
Before your professional arrives, we may offer optional one-tap add-ons (for example, adding a rug clean to a carpet booking). These are entirely optional, priced upfront, and only charged if you accept them.
Pricing changes
We review our pricing from time to time. Changes apply to new bookings only. A confirmed booking keeps its confirmed price.
6. Cancellations and rescheduling
Life happens, plans change. Here's exactly how cancellations and rescheduling work, measured from the start of your booked arrival window:
| When you cancel or change | What happens |
|---|---|
| More than 24 hours before | Free. Cancel for a full refund to your original payment method, or reschedule at no charge. Any Juno Credits used are returned to your balance. |
| Less than 24 hours before, reschedule | A $30 late-change fee applies. Your first late reschedule on any booking is free as a courtesy. |
| Less than 24 hours before, cancel | A late cancellation fee of 50% of your booking total applies. The balance is refunded, and any Juno Credits used are returned in full. |
| On arrival. No access or turned away | If your professional arrives as booked and can't access the property (or is turned away), up to 100% of the booking total may be charged, because the professional has set aside that time and travelled to you. |
If we cancel or reschedule
- If we can't deliver your booking (for example, professional illness with no available replacement), we'll offer you the next available time or a full refund. Your choice.
- For outdoor services (like pressure washing and window exteriors), we may reschedule for weather or safety reasons at no charge to you.
Refunds are processed promptly and typically appear within 3–5 business days depending on your bank. Nothing in this section limits your rights under the Australian Consumer Law.
7. Access, safety and your responsibilities
We'll bring the equipment, the products and the expertise. We ask a few things from you so the job runs smoothly:
- Access. Make sure the professional can get in during the arrival window. Be home, leave a key, or add a lockbox code to your booking notes. Booking notes are shared only with your assigned professional.
- Utilities. Provide access to power and water where the service needs it (for example, an outdoor tap for pressure washing).
- A safe workplace. Secure pets that may be anxious or protective, mention any hazards (broken fittings, fragile items, biohazards) in your booking notes, and don't ask a professional to do anything unsafe or outside the booked scope.
- Accurate details. Give honest property details when booking. If the property is materially different, the variation process in section 5 applies.
- Valuables and fragile items. Please store away cash, jewellery and irreplaceable items before the visit. Point out anything delicate you'd like handled with extra care.
Our professionals may pause or end a visit if they reasonably believe the environment is unsafe, unsanitary beyond the booked scope, or if they experience abusive behaviour. Where that happens through no fault of ours, the no-access rules in section 6 may apply.
8. Our 100% Satisfaction Guarantee and re-cleans
We stand behind every job. If you're not happy with the quality of your service, tell us within 24 hours of the job finishing - through the app, our contact page, or by phone, and describe (ideally with photos) what's not right.
Here's what we'll do:
- Re-do it, free. We'll send a professional back to re-clean or re-do the specific areas that didn't meet the standard, at no charge, usually within 2 business days.
- If it's still not right, we'll offer an appropriate partial or full refund based on what wasn't delivered.
A few sensible boundaries:
- The guarantee covers the scope you booked, it doesn't extend to areas or tasks that weren't part of the booking or that you declined as a variation.
- It doesn't cover pre-existing damage, permanent staining or wear that cleaning cannot fix (your professional will flag these honestly on the day where they're apparent).
- Reports made after the 24-hour window are handled case by case. We're reasonable, but the sooner you tell us, the better we can put it right.
This guarantee is in addition to, and does not limit, your consumer guarantees under the Australian Consumer Law.
9. Bond Back Guarantee. End of Lease Cleaning
Our End of Lease (bond) cleans are performed to the standard agent inspection checklist used across Victoria, and they come with our Bond Back Guarantee:
- If your property manager or agent flags any cleaning item covered by your booking on the exit report within 7 days of your clean, we'll return and re-clean that item free of charge.
- To claim, send us the agent's written report (email or exit condition report) within the 7-day window, along with your booking reference.
- We'll schedule the re-clean promptly and coordinate access with you or your agent.
What the guarantee covers, and what it can't
- It covers cleaning tasks within your booked scope, including add-ons you purchased (for example, carpet steam cleaning or wall spot cleaning).
- It doesn't cover items outside the booked scope (for example, carpet steam cleaning if it wasn't added), property damage, repairs, garden work, or rooms/areas that were inaccessible or still furnished with the tenant's goods at the time of the clean.
- It doesn't cover deterioration caused after our clean, for example, if the property is reoccupied, tradespeople work in it, or it's left open to the elements between our clean and the inspection.
If we re-clean a flagged item and your agent still deducts bond for that same cleaning item, contact us. We'll review it and, where our work fell short, compensate you fairly for the cleaning-related deduction.
10. Juno Credits
Juno Credits are our way of saying thanks. You earn them on eligible completed bookings (currently 5% of the amount you paid), through promotions like our app download offer, from referrals, and occasionally just because.
The rules
- Promotional, not money. Juno Credits are a promotional benefit. They have no cash value, can't be redeemed, refunded or exchanged for cash, and aren't legal tender or a financial product.
- No expiry while you're active. Your credits don't expire as long as your account remains active, meaning at least one completed booking or sign-in within any rolling 24-month period. If your account is inactive for more than 24 months, we may expire the balance after giving you at least 30 days' notice by email.
- Personal to you. Credits are non-transferable and can only be used on your own bookings, applied at checkout up to the booking total.
- Refunds and cancellations. If a booking paid partly with credits is cancelled or refunded, the credits portion goes back to your credit balance and the cash portion goes back to your payment method. Credits earned on a booking that's later refunded are reversed.
- Fair play. Credits obtained through fraud, abuse, or gaming of promotions may be reversed and the related accounts suspended.
- Program changes. We may change earn rates or program rules for the future at any time. Changes never reduce a credit balance you've already earned, other than under the inactivity and fair-play rules above.
Your live balance is always visible in the app and at hirejuno.com/credits.
11. Refer a friend. Give $20, get $20
Share your referral link and both sides win: your friend gets $20 in Juno Credits off their first booking, and you get $20 in Juno Credits once their first booking is completed (not just placed).
Referral rules
- Your referral credit lands after your friend's first booking is completed and their cancellation/refund window has passed. If their booking is cancelled or refunded, no referral credit is issued.
- Referrals apply to genuinely new customers - a new person, at a new email and phone number, at their own address. One referral reward per referred household.
- You can't refer yourself. Creating duplicate or fake accounts, using temporary email addresses, referring people in your own household or the same property, or bulk-posting your link into coupon or voucher sites is abuse of the program.
- Where we detect abuse, we may reverse referral credits, cancel pending rewards and suspend the accounts involved.
- Referral rewards are Juno Credits and carry the credit terms in section 10. Reward amounts may change for the future; a change never affects rewards already earned.
Full details and your personal link live at hirejuno.com/referral.
12. Gift cards
HireJuno gift cards let you give someone a genuinely useful gift, a sparkling home. They're available at hirejuno.com/gift-cards.
- 3-year validity. In line with Australian gift card law, every HireJuno gift card is valid for at least 3 years from the date of purchase. The expiry date is shown on the card.
- No post-purchase fees. We don't charge activation, balance or administration fees on gift cards.
- How they work. Redeem at checkout against any bookable HireJuno service. If a booking costs more than the card balance, pay the difference with any accepted payment method. Unused balance stays on the card until it's used or the card expires.
- Not cash. Gift cards can't be redeemed for cash, reloaded, or used to buy other gift cards, except where the law requires otherwise.
- Treat it like cash. We can't replace lost or stolen gift card codes, but contact us if something goes wrong. If the balance is unused, we'll do our best to help.
- Gift cards obtained fraudulently or purchased with reversed payments may be cancelled.
13. Our professionals, the contractor relationship
The professionals who perform HireJuno services are independent professionals engaged by HireJuno, not employees, partners or joint venturers of HireJuno, and not your employees either.
What this means for you:
- Your contract is still with us. Even though an independent professional performs the work, HireJuno remains responsible to you for the service under these terms and under the Australian Consumer Law. You never need to pursue the individual professional.
- Vetting. Every professional is identity-verified and police-checked before their first HireJuno job, and must hold the insurance and any licences their trade requires. We monitor ratings and remove professionals who don't meet our standards.
- Payment goes through us. Professionals are paid by HireJuno after job completion. Please don't pay professionals directly for HireJuno bookings, direct payments aren't covered by our guarantees, and we can't protect you on work we didn't book.
- Off-platform work. If you privately hire a professional you met through HireJuno for work outside the platform, that arrangement is entirely between you and them: our vetting, insurance arrangements, guarantees and support don't apply to it.
- Tips. Never required, always optional. Five-star reviews mean just as much.
14. Insurance, damage and liability
Insurance
Work booked through HireJuno is covered by public liability insurance. Every professional must hold and maintain the insurance appropriate to their trade before they can accept HireJuno jobs, and HireJuno maintains platform-level cover on top.
If something gets damaged
- Tell us within 48 hours of the job, with photos and a description, via the app or our contact page.
- We'll acknowledge your claim within 2 business days, investigate fairly (including talking to the professional), and where we or our professional caused the damage, we'll repair, replace or compensate appropriately.
- Please don't discard or repair the damaged item before we've had a reasonable chance to assess it, unless safety requires it.
Limits on our liability
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded. Subject to that:
- Where legislation permits us to limit our liability for a failure of a consumer guarantee in relation to services, our liability is limited to re-supplying the service or paying the cost of having it re-supplied.
- We are not liable for loss caused by events reasonably outside our control (for example, extreme weather, utility outages, or access failures at your property), or for pre-existing damage and inherent defects in surfaces and items we work on.
- To the extent permitted by law, we're not liable for indirect or consequential loss, for example, lost profits, arising from a booking. This paragraph does not apply to liability that cannot be excluded under the Australian Consumer Law.
15. Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Among other things, services must be provided with due care and skill, be fit for any purpose you told us about, and be delivered within a reasonable time.
- For a major failure with a service, you're entitled to cancel your booking with us and obtain a refund for the unused portion, or to compensation for its reduced value. You're also entitled to be compensated for any other reasonably foreseeable loss or damage.
- For a failure that's not major, you're entitled to have the problem fixed within a reasonable time, and if it isn't, to cancel the contract and obtain a refund for the unused portion.
Nothing in these terms, including our guarantees, time windows and claim processes, excludes, restricts or modifies your ACL rights. Our Satisfaction Guarantee and Bond Back Guarantee are extra promises we make on top of the law, not instead of it.
16. Reviews, content and acceptable use
Reviews
- After each job we'll invite you to rate and review your experience. Reviews must be honest, based on your real experience, and free of personal attacks, discriminatory language or private information about individuals.
- We publish genuine positive and negative reviews alike. We may decline or remove content that is unlawful, defamatory, spam, or unrelated to the service. We don't remove reviews just because they're critical.
- By posting a review, you give us a non-exclusive, royalty-free licence to display it on our site, app and marketing (with your first name and suburb, as shown at submission).
Acceptable use
- Don't misuse the site or app: no scraping, reverse-engineering, interfering with security, misrepresenting your identity, or making fraudulent bookings.
- Treat our team and professionals with respect. We have zero tolerance for abuse, harassment or discrimination toward the people who look after your home, accounts involved may be closed.
Our content
The HireJuno name, logo, mascot, site, app and content are owned by or licensed to HireJuno Pty Ltd. You may not use them commercially without our written permission.
17. Resolving problems and disputes
If something goes wrong, we genuinely want to hear about it. Most issues are fixed within a couple of days under our guarantees.
- Step 1, Tell us. Contact support through the app, hirejuno.com/contact, hello@hirejuno.com or 1300 JUNO 00, with your booking reference. We'll acknowledge within 1 business day.
- Step 2. We investigate and respond. We aim to resolve most complaints within 5 business days, and we'll keep you updated if we need longer.
- Step 3, Escalation. If you're not satisfied, ask for your complaint to be escalated to a senior team member for review. Both sides agree to spend at least 14 days attempting to resolve a dispute in good faith before starting formal proceedings, except for urgent relief.
You are always free to contact Consumer Affairs Victoria or the fair trading body in your state or territory, or to pursue any remedy available to you at law, including under the ACL. Nothing in this section prevents that.
18. General terms, governing law and contact
Changes to these terms
We may update these terms from time to time, for example, when we launch new services or programs. The current version always lives at hirejuno.com/terms with its "last updated" date. For material changes we'll give reasonable notice by email or in the app. Changes apply to bookings made after they take effect; a booking you've already confirmed stays on the terms it was made under.
Other bits and pieces
- If part of these terms is found invalid or unenforceable, the rest still stands.
- If we don't enforce a right straight away, we haven't waived it.
- You may not assign your rights under these terms without our consent. We may assign ours as part of a business restructure or sale, provided your rights aren't reduced.
- These terms, together with our Privacy Policy and any service-specific terms shown at booking, are the whole agreement between us for your use of HireJuno.
Governing law
These terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia.
Contact us
HireJuno Pty Ltd · Melbourne, Victoria, Australia
Phone: 1300 JUNO 00 · Email: hello@hirejuno.com · Web: hirejuno.com/contact