Frequently Asked Questions
When will your cleaning associates arrive to clean?
Our team members are available for:
- Residential cleaning during the day from 8:15 AM - 4:45 PM - each home is assigned a time during the day for cleaning. Our team members do their very best to stick as closely to those start times as possible.
- Commercial Cleaning times are by negotiation to a mutually agreeable time
- Other one off cleans are organized during the quote process.
Residential Cleaning Q&A’s
For residential cleaning, the arrival time may vary slightly due to things such as traffic, or if our team members find they need to spend a little longer at a home to handle a special request. We will let you know in advance of any change to the agreed time.
If you require a definite starting time for our team members, our office would be more than happy to talk about possible solutions such as making your scheduled cleaning the first appointment of the day.
Is there anything I should do before you arrive to clean?
Nice of you to ask - yes, it can help our team members if you
- Pick up or put away any clothes, children's toys or other items lying on the ground
- Make sure that the kitchen sink is clear of dishes or clutter
- Make sure that the laundry sink is clear of clutter or dirty clothes.
- Make sure that kitchen, laundry and bathroom benches are clear before we arrive.
- It is also appreciated if you could make sure your pet is safe and secure before our cleaning associates come to clean.
What if I can't be home when your team members arrive to clean?
No problem, this is very common. That's why many of our clients either stay until we arrive and then go, (we lock up once we have finished) or leave an accessible key somewhere as well as the alarm code.
On rare occasions, clients have provided us with a key and a code if they have an alarm system for their home. All keys are securely marked and controlled to maintain your security.
However this is not our preference.
If you are not home to let our team members in at their scheduled cleaning time, a lock-out charge will be applied.
What if I need to reschedule or skip my regular cleaning?
Again, no problem! We realize that life gets busy and sometimes things happen requiring you to move things around. We ask that you please let us know and we acknowledge at least 48 hours in advance, so we can change our team member's schedules or arrange for an alternative time and date for your cleaning.
What about holidays?
We'll call well in advance of any nationally or state recognised holidays to arrange for a better day and time. Speaking of the holidays, be sure to let us know if you are ever in need of extra cleaning in advance of family get together, dinner or party - we're here to help.
When is payment due? How should I pay?
Payment is always due on your regularly scheduled cleaning day.
Many of our customers find it easiest to simply leave a cash payment out for our team members on the kitchen counter to collect when they arrive to begin their work. Alternatively you may EFTPOS the payment while we are finishing the clean.
We leave a completed checklist for each clean which also acts as a receipt for the clean.
How do you make sure things go right?
You’ll be pleased to know that all of our team members and supervisors are trained and experienced in using the latest, safest and most effective methods for cleaning homes - like yours!
We also have a checklist for each clean that we leave with you at the end of the clean.
Who provides the cleaning chemicals and equipment?
We bring everything we need to professionally clean your home including necessary supplies, chemicals and equipment. However note that we do not bring our own toilet brush, we use yours every time.
If you require us to use your own cleaning supplies we may require a signed release of liability form.
What about 'Green' Products? Do you use them?
Green cleaning is a broad and often misunderstood term used today to include any number of products and cleaning methods used by cleaning companies with the goal of reducing the impact on our environment while supporting ecologically safe and healthy homes.
While the use of these products is desirable, truly organic 'green' chemicals, unlike disinfectants, do not kill many harmful bacteria. Our approach is to work in a responsible way towards adding increasingly 'green' products to our overall chemical program if appropriate.
We do however have an organic clean option if you desire and we can quote that for you.
Will you send the same team members each visit?
We always try to clean your home using the same cleaning associates each time, unless due to sickness or other emergency, we are unable to do so.
We want you to feel confident in our team members and they are eager to deliver a custom clean for your home as quickly as possible.
We do have a supervisor for each team that is responsible for the completed clean of your premises.
Are you insured? What if something gets broken?
We are fully insured and hold a valid public liability insurance certificate.
While our team members are trained on proper cleaning procedures and pride themselves in being careful, if anything were to get broken as the result of something one of our team members did while cleaning - we want to step up to make it right!
That means trying to as quickly as possible to either repair or replace it - and because all of our team members are insured, we would file a claim whenever necessary to help resolve the situation.
What Guarantee do you provide?
We are committed to delivering a cleaning program of the highest quality and reliability. We offer responsive customer service and a number of additional cleaning services to be your one-stop source for home/office or business -cleaning services.
We bring together the best people, most effective methods, highest quality supplies and latest equipment to deliver on this commitment.
Remember, if you are happy with our work tell all your friends.
If you are unhappy with our work tell us and we will fix it!