FAQ
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Common Questions
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After your booking has been confirmed, (which is usually within 1-2 weeks of your service), you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner. Please note there may be an arrival window, and the team will arrive between these times and then start cleaning.
All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect and change all clothes and sponges in between services and they are to use different clothes for bathrooms, kitchens and common areas.
Please note that the majority of our cleaners travel by car and will be equipped with a small step ladder for high-up areas. A handful of our teams travel by public transport (which is great for city jobs with restricted parking) however, these teams will NOT bring a step ladder. If you need a team with a step-ladder please inform us upon booking your service.
Please note that we require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100 metres from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.
We have a small number of cleaning teams who use public transport, so if notified beforehand, we can attempt to allocate one of these teams to your clean. Please provide as much flexibility with your start time as possible to help us schedule this for you.
We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please email our office with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 200% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.
You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes with the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.
Yes, Our office regularly runs reports on the keys in which the cleaners have in their possession. We strongly enforce only first names and the first initial of the last name to be on the key tag. Strictly no phone numbers, addresses, or full names are to be on the keys at any time, so they cannot be traced back to the property. Alternatively, you can get a key safe from any general hardware store for your property and provide us with the code. This is starting to be a very common practice with our customers. If, for example, your cleaner can not make your service due to an emergency, the key is available for a replacement team to complete the service on the same day. We therefore highly recommend key safes or something similar to provide remote access.
Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however, there are occasions such as public holidays, illnesses, emergencies, and travel/holidays that may impact your usual cleaner being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are out of our control and may impact your service on the day booked. We can not guarantee a regular cleaner for 4-weekly bookings (unless arranged directly with staff) due to scheduling issues.
Unfortunately no, we only provide interior window cleaning, not exterior.
We will move and clean under small objects and light furniture. We will also vacuum/mop under heavy furniture (like beds and couches) however, we will strictly not move heavy furniture. This is due to the high risk of scratching floors. We would be happy if customers would like to move furniture for us, but we will not instruct the cleaning teams to do so themselves.
Yes you can, but please keep in mind that steam cleaning may need to be staggered on the day of your service, if the initial team sent to you are not trained steam cleaners. For example, your cleaners may arrive at 9am to complete the general cleaning and finish up a few hours later, then a different team will arrive to complete the steam cleaning. However, we do have a few cleaners that can complete all general cleaning as well as steam cleaning.
You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee that covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion, the fee must be charged.
In the rare instance that damage is caused as a result of our service, please contact our team and provide photos within 48 hours of the date/time of your service. If the damage has been caused due to fault/negligence of our team, we will first seek to repair the item. Depending on the value of the repair, up to 3 quotes may be required. When a repair is not possible, a suitable replacement will be sought, and proof of purchase will be required. All quotes and proof of purchase must be provided within 30 days of the complaint being lodged.
Yes, all of our cleaners are required to submit all checks before they commence any work. Most cleaners have working with children checks too. Once our cleaners have passed a phone interview with our office staff, they will be invited to have an interview with our director. This is where he runs through all of our guidelines and procedures. All of our cleaners must have an extensive cleaning history to be able to work for us.
We work on Saturdays as usual, however as we only have limited office support, our phone lines are closed. We can be contacted via SMS at: 0488 842 417 and if you need to speak with our team, please just message and we will text/call you back. We do not operate on Sundays.
Unfortunately no, we only focus on interior work. We do, however, have a balcony service that is available as an added extra.
We offer exceptional cleaning at reasonable prices! We can work off a flat rate if you’re looking for something like a whole house clean, or an hourly rate if you are looking for a couple hours of cleaning here or there. For our up-to-date price list, please head over to our Pricing page via the link at the top of this page.
For all bookings, we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file. Please rest assured we will not charge your card until after the service is complete, and we have made 3 attempts to contact you to see how the service went.
This depends on what the cleaning is for. If your service is for an NDIS/TAC client it is determined essential. If it is for a business that is open during COVID restrictions it is also considered essential. But if it is for a standard domestic clean that could be done by the customer if needed, it is not essential. Finally, move out/end of lease cleans are considered to be essential.
Our billing department may be able to work out an invoice for your company, but please know that our general payment process is via a credit/debit card on file. Currently, we are registered for TAC claims (provided they can bill out to us) and NDIS clients.
If we haven’t answered your question here, please contact us for more information about our cleaning services.
