FAQ

How long will it take to find me a Service Provider?

Generally 1-2 days

Will it be the same service provider every time?

Yes, so long as you are satisfied

Do you have insurance?

Yes we do, your Service Provider is covered for accidental damage to your property and for public liability.

Are your Service Providers background checked?

Totally! The security of your home is of utmost importance to us. Our thorough recruitment process includes face-to-face interviewing, assessing character, reference check (minimum of 2 references) police clearance or working with children clearance, proven ability and whether that they have the right approach to this type of work.

Who provides the equipment and cleaning products?

For regular bookings, our service providers will provide you with our certified Eco-Friendly cleaning products, microfiber cleaning cloths  and dusters.  Our service provider will use your equipment – your vacuum cleaner and mop/bucket.  We will be more than happy to use your products if you prefer.  For once-off or spring cleaning services we will provide you with our Eco-Friendly products and all the required equipment.

Can I specify the cleaning day or the specific times?

Yes. We will do our best to match a Cleaning Service Provider to your requirements.

Do I need to be in when the cleaning takes place?

No you do not. This is totally your choice. Rest assured the cleaning will take place regardless.

What do I do about my house keys?

Most of our clients provide a spare key to the cleaner at the initial meeting prior to commencing work. This is your personal choice. All cleaners are carefully screened. All cleaners are reminded for security reasons not to write name and addresses on key tags.  The security of your home is of utmost importance to us therefore we take every care that the individual that you entrust with your house keys is trustworthy, honest and reliable.

Who pays the Service Provider?

We do. To discuss the payment terms please contact office or see our Terms of Agreement.

You will receive an email from us before the commencement of your service which will provide you with useful information and as well as our Terms of Agreement.

What happens if I am unhappy with my Service Provider?

Call us, we will be happy to hear from you and provide you a replacement according to your needs.

What happens if the cleaner is unable to provide the service?

If an unforeseen problem arises causing the cleaner to not be able to attend her duties, you will be contacted to make alternative arrangements such as a substitute cleaner or discuss other options to suit your needs.
We ask for at least 2 weeks’ notice if either party is going on holidays. If you are going on holidays just contact us and let us know your requirements whilst you are away. If the cleaner is taking holidays we will inform you and a substitute cleaner can be arranged if that is what you wish.

Is it okay to leave a note for the service providers?

Definitely yes.  It is always a good idea to communicate whether you have concerns with the service or if you are pleased with the service.  However, we strongly encourage yo to contact our office if you have any concerns, any other additional tasks or any queries in relation to your service.

What if I forget to cancel my cleaning service or forget it is my cleaning day?

If the service has a key for your home the service will go ahead and you will be invoiced as normal.  If the key is not given, you forget to cancel the service at least 24 hours before the service is due; you will need to pay minimum of 50% of your normal cleaning service fee.  This to recover of cost service provider turning up for your regular cleans and as well other associated cost.  To avoid this, we strongly encourage you to contact us for any cancellations or changes to your service 24 hours before your service is due.

What do I do with my personal items? 

You should always put away your personal items away e.g. jewelry and money.  All our service providers are vetted and follow strict guidelines in relation to your personal items; however, to minimize the accidental loss or misplacement of your items you must put them away before the service commences.

What if I have a security/alarm system?

Our service providers are used to dealing with alarms and various types of security systems.  The ideal is to provide a separate code that you can easily change if needed.  Sometimes clients choose not to give the cleaning service the code to the alarm and inevitably it is left on when the cleaning is done.  Not only is this ordeal nerve racking, it can end up costing you money.  You may not get your home cleaned that day and still have to pay for it, plus you may end up paying a fee for false alarms from your security provider.

What I am unhappy with the service I receive?

CALL us within 24 hours of the service.  Do not wait longer than 24 hours after the service to contact us to discuss your issues or concerns over the service your have received from us.  Another words, call us immediately do not wait day or two when the house will be “lived-in”.

How do I know who will be in my house?

When we book you in for cleaning services, we will advise you who will be cleaning to your house.  Under most circumstances, you will meet your cleaner during your initial assessment or meeting.  If there are any changes to your regular cleaner due to sickness or retirement etc etc; you will be notified immediately.  As part of our quality assurance to our existing clients, our team leaders may conduct random inspections whilst your house getting cleaned.  We will advise you of our intention of conducting an inspection and the name of the team leader.  At that point of time we will also ask you if you have any feedback or concerns in relation to your services before the inspection takes place.

What if I have pets?

Generally pets are left outside when cleaning is performed. However, if this is unreasonable we can discuss your requirements and match you with a pet friendly Service Provider.

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