1. Booking & Service Area
- Cleaning services are available by booking only. Services are offered within designated postcode zones.
- Collection and return fees may apply depending on your location. Refer to Snoo Doctor’s postcode-based delivery pricing for more information.
- If transport is not selected at the time of booking, you are responsible for delivering the item to and collecting it from Snoo Doctor’s premises in Coorparoo, Queensland.
2. Payment Terms
- Full payment is required at the time of booking, including any applicable collection or return fees.
- Payments are processed via debit or credit card using a secure third-party provider (Stripe).
- See Section 5 for details regarding cancellations and rescheduling.
3. What’s Included in Cleans
3.1 Snoo Deep Clean
- Removal of the Snoo mesh for machine washing, with bleaching applied where necessary (unless you request use of a gentle stain remover instead)
- Cleaning and disinfecting of internal cavities and external surfaces, to the extent possible
- Targeted removal of stains and odours (where reasonably achievable)
- Cleaning is surface-level only; embedded residue, permanent stains, discolouration, or wear may remain
- A basic repair is included: O-ring replacement and a general electrical health check
- Standard turnaround time is 3 to 5 business days, depending on workload. Priority cleans may be available for an additional fee.
3.1.1 Temporary Loan Units (If Applicable)
- Where available, Snoo Doctor may offer a temporary loan unit to customers free of charge while their Snoo is being serviced. Once the customer’s Snoo is ready for collection or return, the loan unit must be promptly returned in a condition consistent with the Snoo Doctor Rental Terms & Conditions.
3.2 Snoo Internal Clean
- Mesh is not removed or machine-washed
- Mesh is spot cleaned on both sides, to the extent reasonably possible
- Internal surfaces are disinfected, and all other steps follow the Snoo Deep Clean procedure
- A basic repair is included: O-ring replacement and a general electrical health check
- Turnaround time is 1 business day. In some cases, this clean may be performed onsite at your residence. Travel fees apply.
3.3 Snoo Mattress
- Treatment of the mattress and mattress protector using a baby-safe stain remover
- Items are hand-washed (not machine-washed)
- Mould removal is not guaranteed due to the absence of bleach-based products
3.4 Pram
- Where possible, all removable components are gently machine-washed
- Fabric that cannot be removed is cleaned with a detailing tool
- Pram frames and wheels are hand-washed and hosed down
3.5 Pram Bassinet
- Where possible, removable parts are machine-washed
- Fixed fabric is cleaned with a detailing tool
- The structure is disinfected and rinsed as appropriate
3.6 Baby Capsule and Car Seat
- Where possible, removable components are machine-washed
- The shell and harness system are cleaned with disinfectant and hosed down
- Note: Snoo Doctor is not responsible for any manufacturer-related faults. Snoo Doctor is not licensed to reinstall capsules or seats into vehicles and recommends using an accredited child restraint fitter.
4. Customer Responsibility
- You must ensure that all items are clear of personal belongings and readily accessible at the booked service time.
- Snoo Doctor does not guarantee complete removal of permanent stains, discolouration, mould, or wear resulting from prolonged use or age.
5. Cancellations & Rescheduling
- Bookings may be cancelled or rescheduled up to 24 hours before the scheduled appointment without penalty.
- Cancellations made within 24 hours may result in forfeiture of the service fee or a rebooking charge.
6. Limits of Liability & Acknowledgement of Item Age
- Snoo Doctor is not liable for damage caused by manufacturer assembly faults or pre-existing defects.
- Minor cosmetic issues such as permanent fabric damage or surface wear are not covered.
- The Snoo deep clean service does not include internal mechanical or electrical repairs beyond basic checks. Internal components will only be accessed if a tailored repair service has been specifically booked.
- In rare cases, opening or handling older Snoos may result in worn or fragile parts (e.g., wiring or connectors) becoming non-functional due to natural ageing. Should this occur, you will be notified. Repairs may be completed upon request, subject to additional charges. These issues are not considered damage caused by Snoo Doctor.
- Snoo Doctor applies best-practice cleaning methods using experienced personnel. Results may vary depending on item age and condition, and outcomes are not guaranteed.
7. Warranties
- We provide a 12-month warranty covering faults directly related to the specific repair or electrical work performed during your service. It does not extend to unrelated issues, new damage, contamination, or wear and tear resulting from use or storage after the service.
- You are responsible for notifying Snoo Doctor if your Snoo remains under the manufacturer’s 12-month warranty provided by Happiest Baby. In such cases, deep cleaning is discouraged, as it will void the manufacturer’s warranty.
- By proceeding with a booking, you acknowledge that Snoo Doctor accepts no responsibility for voided manufacturer warranties resulting from the requested service.
Force Majeure
Snoo Doctor is not liable for delays or service disruptions caused by events beyond its control, including but not limited to severe weather, road closures, illness, or equipment failure.
Onsite Cleaning Arrangements
Where travel distances are considerable, Snoo Doctor may complete the deep clean at your residence. This will be arranged in advance.
In such cases, you must:
- Provide access to a functional washing machine
- Allow up to three hours for the cleaning service to be completed onsite
- Ensure a safe and suitable working environment during the appointment
