Frequently Asked Questions

Do I need to provide anything?

No, 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, consult us and leave them out before your booking.

Do you use the same mops and cloths on your cleans?

No, we use fresh clean mops and cloths for each clean to ensure correct cleaning procedures are being used to avoid any cross contamination between cleans.

Do I have to be home during the service?

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

What's included in the clean?

For regular clean we have a 60-point comprehensive cleaning checklist we work from.

For spring clean, we follow our 70-point cleaning checklist.

We leave the property only when everything has been ticked off, instead of when the time is up.

What if I am not happy with my service?

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 within 24 hours. We will then proceed with our happiness 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.

Will I have the same cleaner each time?

Generally, yes. All efforts will be made to ensure you have the same cleaner for your bookings, however things change and as new staff join our team there may be a little moving around to find the right fit best suited to my staff and clients.

How do I make changes to my booking?

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 in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.

Can I give the cleaner a key?

Yes. 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. 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.

How can I cancel my service?

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. Please refer to our Terms & Conditions for full details. 

What happens if damage is caused during the service?

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. In the event that 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.

Do you have insurance or police check?

Yes, we have public liability insurance and all of our cleaners are required to submit all checks before they commence any work. Most cleaners have working with children checks too.