FAQ

What is a Deep Clean?

A deep clean is for customers who haven’t had their home professionally cleaned in more than a month or for homes in a bad condition. This allows your cleaners additional time to thoroughly clean your home. Deep cleaning tackles stubborn buildup, grease, and grime, making it more demanding and time-consuming. This is recommended for all new customers as it brings the home up to our amazing professional standards that your cleaners can then maintain for a lower price on a recurring service. 

What's included in standard flat-rate cleaning?

All flat-rate cleans are usually calculated based on the number of bedrooms and bathrooms you have in your home. Additionally, all living areas, dining, and kitchen areas will be sparkling clean too!

(Any additional rooms such as studies, theatres, home offices are considered as bedrooms.)

Any 'extra' not selected on the form is not included in your cleaning.

Do the cleaners bring the cleaning supplies?

Yes, your cleaners can bring all supplies that are needed. If you want your cleaners to use your products then please make a note of that in your booking. 

How many cleaners will come?

It depends on the size of the cleaning. We can send crews of between 1 - 6 cleaners to your cleaning.

If you book an hourly service then you have the choice of selecting the number of cleaners. Remember, the minimum 2 hours always applies, and the price is always per hour per each cleaner.

Can the cleaners use eco friendly green cleaning supplies?

Absolutely, we can send cleaners who can use eco friendly green cleaning supplies if you select that extra. Or if you prefer, they can use yours as well. Just let us know in the notes when you are booking. 

Do I need to be home the day of cleaning?

Some clients prefer scheduling cleaning appointments while they are at work or away for the day, while others like to be at home during the process. This is up to you.

If you won't be there, your cleaners just need a way to get in and they can lock up and/or leave the key wherever you like.

Do the cleaners clean inside and outside windows?

Your household cleaners will not clean any interior or exterior windows. Our dedicated window cleaning professionals will handle all window cleaning needs.

Do the cleaners clean the Ceiling, Ceiling Fans, Chandeliers or other high areas with a ladder? 

Unfortunately, the cleaners do not bring a ladder and they may not go up on a ladder even if you provide one due to liability.

They can usually go on a small step stool (2-3 steps only) to clean slightly higher but you must provide the step stool.

Please mention in the special instructions if you will provide a step stool.

If the area you need cleaned is not reachable by hand from a small step stool or with a pole then they may not clean it.

If you're having your windows cleaned, our window cleaners are capable of going up on high ladders for high dusting or ceiling fan cleaning. Please mention if this is needed prior to booking.

Do the cleaners clean outside my house such as backyard? 

Normally your cleaners do not clean outside your house and it is not included in a standard cleaning package, or deep cleaning package or move in out cleaning package or post construction cleaning package.

However, depending on the situation and what exactly you need done, they might be able to clean the backyard for an additional fee. Please call us first and confirm your details before booking.

If it is pressure washing that you need for the backyard, please specify before booking.

What is your cancellation policy?

You can cancel or reschedule for free up to 24 hours before your appointment. Cancellations or reschedules within 24 hours of your appointment are subject to a $50 charge.

If it is cancelled after the cleaners have already arrived then the appointment is subject to full charge of the original price to compensate for holding your booking in the schedule.

For same day or next day bookings you can cancel or reschedule for free within 2 hours after you make your booking.

What if I am not satisfied with my cleaning? 

Your complete satisfaction is very important.

1. We request all customers to ask your cleaners for an initial and final walkthrough. At that point you can mention to your cleaners if you are not satisfied with anything and they can fix it at that moment before they leave. After a walkthrough, no reclean may be provided by your cleaners so please personally ensure you are fully satisfied.**

2. If a walkthrough has been excused for any reason, the agency will not provide any further refund or ask the cleaners if they can re-clean.*

3. We must be contacted within 48 hours of a cleaning regarding any and all complaints. After 48 hours from the cleaning date, no complaints will be accepted and any additional services will be charged at full price.

*We understand sometimes a walkthrough is not able to be done due to extenuating circumstances therefore for such situations:

You must always contact us within 48 hours of the cleaning. On a case-by-case basis, it is up to your cleaners' discretion to make an exception and provide a reclean. In that case, the same cleaners can decide to come back to re-clean areas of concern within a reasonable date of the original booking at their next availability. Please note, it is your responsibility to be available to do a re-clean if necessary.

**If the home is very dirty and your cleaning requires a higher price (or more time) than originally estimated but you do not approve, then your cleaners will do their best but they will not come back for free under any circumstance.