FAQs

The frequency of cleaning your home can vary depending on your specific needs and preferences. Here are a few factors to consider when determining how often to have your home cleaned:

1.   Lifestyle and Occupancy: If you have a busy household with children, pets, or frequent visitors, your home may accumulate dirt, dust, and debris more quickly. In such cases, more frequent cleaning, such as weekly or bi-weekly, may be necessary to maintain a clean and comfortable living environment.
2.   Allergies or Health Concerns: If you or your family members have allergies, respiratory issues, or sensitivities to dust, pollen, or pet dander, regular cleaning can help reduce allergens and improve indoor air quality. In these cases, more frequent cleaning, such as weekly or every few days, may be beneficial.
3.   Size of the Home: The size of your home can also impact the cleaning frequency. Larger homes may require more time and effort to clean thoroughly, so you may choose to have them cleaned more frequently to ensure all areas are properly maintained.
4.   Personal Preferences: Some individuals simply prefer a clean and organized living space and find that regular cleaning helps them feel more comfortable and relaxed. If cleanliness is a top priority for you, you may opt for more frequent cleaning, such as weekly or every other week.

Ultimately, the decision on how often to have your home cleaned is a personal one. We recommend considering your specific circumstances, lifestyle, and cleaning needs to determine the frequency that works best for you.
At The Clean Life (TCL), we offer flexible cleaning services to accommodate different schedules and preferences. Whether you prefer weekly, bi-weekly, monthly, or occasional cleaning, our team can work with you to create a cleaning schedule that meets your needs and helps keep your home in great condition.

At The Clean Life (TCL), we do not accept keys from clients for several reasons. We prioritize the security of our clients’ homes and want to ensure that their trust and peace of mind are maintained throughout our service. Therefore, we have established an alternative method to provide access to our cleaners.

Instead of giving us a key, we recommend using a lock box to securely store a spare key at your property. You can set a unique code for the lock box and provide us with the code separately. This way, our cleaners can access your home without the need for you to personally hand over a key or coordinate key exchanges.

Using a lock box provides several advantages. It eliminates the extra responsibility for both parties in managing keys and minimizes the risk of misplacing or losing them. It also allows for convenient access in case a cleaner is sick or unavailable, as the code can be shared with a substitute cleaner as needed.

By using a lock box and providing us with the code, you can have peace of mind knowing that our cleaners can securely access your home while maintaining the highest standards of security and professionalism.

If you need assistance in selecting and setting up a lock box, our team is more than happy to provide guidance and recommendations to ensure a smooth and secure process.

At TCL, we strive to make the cleaning experience as convenient and hassle-free as possible while prioritizing the safety and security of our clients’ homes.

At The Clean Life (TCL), we understand that pets are beloved members of your family. We strive to create a cleaning experience that is considerate of your pets’ well-being and safety. Here is our pet policy:

1.   Pet-Friendly Cleaners: Our team members are trained to be pet-friendly and respectful towards your furry friends. They understand how to interact with pets in a gentle and compassionate manner while ensuring their own safety and the efficient completion of their cleaning tasks.
2.   Pet Supervision: While our cleaners are skilled and experienced, we kindly request that you supervise your pets during the cleaning service. This helps ensure the safety of both our cleaners and your pets. Some pets may become anxious or stressed by unfamiliar people or cleaning equipment, so having someone familiar with them nearby can provide reassurance.
3.   Secure Pet Areas: If there are specific areas of your home where your pets should be confined or kept away from during the cleaning process, please let us know in advance. This allows our cleaners to focus on their work without any concerns about pets accessing restricted areas.
4.   Alerting Cleaners: If you have any specific instructions or concerns regarding your pets, such as areas they are not allowed or any behavioral considerations, please communicate these to our team when scheduling your cleaning service. This ensures that our cleaners are well-informed and can adapt their approach accordingly.

By following these guidelines, we aim to provide a positive cleaning experience that takes into account the needs and well-being of both your pets and our cleaning team. If you have any further questions or specific concerns about our pet policy, please don’t hesitate to reach out to us.

Yes, at The Clean Life (TCL), we do take photos of homes for quality control purposes. These photos help us ensure that our cleaning services meet the highest standards and allow us to monitor and assess the results of our work.

However, we want to assure you that your privacy is of utmost importance to us. We understand that your home is a personal and private space.

Our commitment to your privacy means that we will never use these photos for promotional or marketing purposes without obtaining your consent first. We respect your right to control the dissemination of images of your home and will always honor your preferences.

If you have any concerns or reservations about the use of photos, please let us know, and we will be more than happy to address them. We value your trust and want to ensure that you feel comfortable and secure when choosing The Clean Life for your cleaning needs.

Our standard practice is to send a pair of cleaners to your home. This allows for efficient and thorough cleaning, with one team member focusing on specific tasks while the other attends to different areas. One of these people will always be a designated team leader present to supervise the cleaning process and ensure the quality of the service.

However, there are a couple of scenarios that may slightly alter the number of cleaners present. Firstly, we sometimes have a manager accompany the cleaning team to perform quality control checks. This is to ensure that our high standards are consistently met and to provide additional guidance and support to the team.

Secondly, in the event that one of our cleaners calls in sick, we may send a team leader to perform the cleaning on their own. This approach allows us to avoid canceling your scheduled cleaning and ensures that your cleaning needs are still met, albeit with a single cleaner instead of a pair.

Rest assured that regardless of the number of cleaners present, our commitment to delivering exceptional service remains unchanged. We will strive to provide a thorough and efficient cleaning while maintaining our high standards of cleanliness and professionalism.

If you have any specific preferences or concerns regarding the number of cleaners at your home, please let us know, and we will do our best to accommodate your request. Your satisfaction and peace of mind are our top priorities at TCL.

The duration of the cleaning process can vary depending on several factors such as the size of your home, its current condition, and specific cleaning requirements. To provide you with a more accurate estimate, we conduct an initial assessment during the first cleaning session.

After the initial cleaning is complete, our experienced cleaners will have a better understanding of the time required for subsequent cleanings. They will be able to provide you with an estimated duration based on the specific details of your home and cleaning needs.

It’s important to note that we charge an hourly rate for our services, and we allow a 15-minute leeway on either side of the estimated duration. This flexibility accounts for any minor fluctuations that may occur from week to week, ensuring that you receive the full value of the cleaning service.

Our goal is to provide a thorough and efficient cleaning while respecting your time and budget. We strive to maintain open communication and transparency, so if you have any questions or concerns about the estimated duration or any other aspect of our cleaning service, please don’t hesitate to discuss it with us. We are here to ensure your satisfaction and deliver a clean and inviting home for you to enjoy.

Our dedicated cleaners at The Clean Life (TCL) come prepared with all the necessary tools and supplies to ensure a comprehensive and effective cleaning of your home. Here’s a list of items they typically bring:

1.   Mop bucket and mop stick: Our cleaners bring a sturdy mop bucket along with a mop stick to effectively clean various types of flooring in your home.
2.   Vacuum cleaner and attachments: They will have a reliable vacuum cleaner equipped with attachments to thoroughly clean carpets, rugs, upholstery, and hard-to-reach areas.
3.   Secure Pet Areas: If there are specific areas of your home where your pets should be confined or kept away from during the cleaning process, please let us know in advance. This allows our cleaners to focus on their work without any concerns about pets accessing restricted areas.
4.   Cobwebber: To eliminate any cobwebs and ensure your ceilings and corners are free from dust and debris, our cleaners come equipped with a cobwebber tool.
5.   Cleaning products: Our cleaners bring their own high-quality cleaning products, including eco-friendly and non-toxic solutions, to tackle different surfaces and ensure a safe and hygienic environment.

Additionally, for your first cleaning, our cleaners will bring a starter kit. This kit incurs an initial one-time cost but is yours to keep. It contains individual tools such as grouters, cloths, and a mop head specifically designated for your home. This approach ensures your safety and minimizes the risk of cross-contamination between different households.

We strive to provide a professional and thorough cleaning service, using the right tools and supplies to achieve exceptional results. If you have any specific preferences or concerns about the cleaning products used in your home, please feel free to discuss them with us. Your satisfaction and well-being are our top priorities at TCL.

No, it is not necessary for someone to be present at home during the cleaning service. We understand that our clients lead busy lives and may have commitments or prefer to be away during the cleaning process. Rest assured that our professional cleaners are trained and experienced in working independently to provide top-quality service.

In fact, many of our clients find that they prefer to leave the cleaners to their work and enjoy their time outside of the home. By allowing our cleaners uninterrupted access, they can efficiently focus on delivering a thorough and detailed cleaning without any distractions.

We take the security and privacy of your home seriously. Our cleaners are trustworthy and have undergone thorough background checks to ensure your peace of mind. You can confidently leave your home in our care, knowing that we will handle it with the utmost respect and professionalism.

If you have any specific instructions or preferences regarding access to your home, such as providing a spare key or security code, we can make suitable arrangements to accommodate your needs.

At The Clean Life (TCL), our priority is to deliver exceptional cleaning services while providing convenience and flexibility to our clients. If you have any further questions or concerns regarding our service, please feel free to reach out. We are here to assist you and ensure your satisfaction.

No, it is not necessary for you to tidy up before our cleaners arrive. We understand that life can get busy, and sometimes maintaining a perfectly organized home can be challenging. Our team is here to help.

However, it’s important to note that if there is excessive clutter or if surfaces are covered with items that need to be moved before cleaning, it may require additional time for our cleaners to complete the tasks effectively. For example, if we need to tidy up, fold laundry, do dishes, or clear floors before we can properly clean those surfaces, it may result in extended cleaning time.

To ensure that our cleaners can focus on providing a thorough cleaning service within the allocated time, we recommend minimizing clutter and organizing any personal items as much as possible. This will allow our team to work efficiently and deliver the best results.

Please understand that our cleaners are not responsible for major decluttering or organizing tasks during their scheduled cleaning time. If you require assistance with organizing or decluttering, we may be able to provide additional services upon request.

At The Clean Life (TCL), our goal is to make your life easier by providing a clean and comfortable living environment. If you have any specific concerns or questions about tidying up or the cleaning process, please don’t hesitate to communicate with us. We are here to accommodate your needs and ensure your satisfaction.

In the event that you have no power or no water on the scheduled cleaning day, we will make the necessary adjustments to ensure that we can still provide a satisfactory cleaning service.

If there is no power available at your home, it may limit our ability to use certain electrical appliances, such as our vacuum cleaner. However, our cleaners are trained to adapt to different situations, and we will focus on other areas of your home that do not require electricity. We will still utilize manual cleaning methods to ensure a thorough cleaning, and we will make the most of the available time.

Similarly, if there is no water supply in your home, it may affect our ability to clean dishes or bathrooms that require water. In such cases, we will prioritize other areas of your home that do not rely on water, such as dusting, vacuuming (if power is available), and general surface cleaning. We will stay for the full length of the scheduled time to ensure that we maximize our efforts and provide the best cleaning service possible.

We understand that unforeseen circumstances can arise, leading to power or water disruptions. If you anticipate any potential issues, please notify us in advance, and we can discuss alternative arrangements or reschedule the cleaning appointment if necessary.

At The Clean Life (TCL), we are committed to providing a flexible and accommodating service. Our team will do their best to work around any challenges to ensure your satisfaction. If you have any further questions or concerns regarding power or water availability, please feel free to reach out to us.

No, we do not recommend booking steam cleaning on the same day as your regular or vacate cleaning service. This is to ensure that both services can be carried out efficiently and to maintain the quality of our work.

Having two different teams working simultaneously in your home can create obstacles and reduce the efficiency of the cleaning process. It is important to provide our cleaners with a focused and organized environment to deliver the best results.

We recommend scheduling steam cleaning for a separate day, preferably after your cleaning service. This allows our dedicated steam cleaning team to give proper attention to the specific areas requiring steam cleaning, such as carpets, couches, or mattresses.

Yes, we do clean under furniture as part of our cleaning service. However, we adhere to occupational health and safety guidelines, which restrict us from lifting heavy objects weighing over 5 kg.

While we strive to provide a thorough cleaning experience, our cleaners prioritize the safety of both themselves and your furniture. We will not lift or move heavy furniture items that exceed the weight limit to avoid any potential injuries or damage.

In cases where cleaning under furniture is necessary, we employ alternative methods that do not involve lifting or dragging. Our team will use appropriate cleaning tools and techniques to reach and clean the accessible areas beneath the furniture, ensuring a comprehensive cleaning of your home.

We understand the importance of maintaining the condition of your floors and preventing any potential damage to your furniture. Therefore, we will take extra care not to mark or scratch your floors, and we will handle your furniture with caution and respect.

If you have specific concerns or requests regarding the cleaning under furniture, we encourage you to communicate them with us. Our goal is to provide a customized and satisfactory cleaning service that meets your expectations while ensuring the safety and well-being of our team members and your belongings.

While our primary focus is on providing thorough interior cleaning services, we do offer limited cleaning for certain outdoor areas of your home.

For balconies or verandahs, we can assist with tidying up the area by removing any visible debris or clutter. However, please note that we do not perform sweeping or mopping of these outdoor spaces as part of our regular cleaning service.

In terms of the exterior of your home, we will address specific areas to ensure a clean and presentable appearance. Our team will carefully remove cobwebs near the windows, enhancing the overall cleanliness and aesthetics. Additionally, we will clean the accessible first-level windows, provided they are not obstructed by plants or any other objects.

While we understand the importance of maintaining a clean and inviting outdoor space, our cleaning services primarily focus on the interior of your home. If you require more extensive outdoor cleaning, we recommend seeking specialized services that cater specifically to outdoor areas.

When it comes to decluttering, we understand that it can be a challenging and emotional process for many homeowners. We approach decluttering with a cautious yet assertive approach, providing support and guidance throughout the process.

Our team will work closely with you to identify items that hold sentimental value and assist in making decisions about what to keep, donate, sell, or place in a “not ready yet” pile. We respect your autonomy and give you the space and time you need to make decisions that are right for you.

While we do not provide skips ourselves, we can recommend third-party businesses that offer skip services. These companies specialize in waste removal and can provide skip bins for the disposal of unwanted items, ensuring a convenient and efficient decluttering process.

Our primary focus is to help you create a more organized and clutter-free living space, allowing you to enjoy a refreshed and rejuvenated home environment. We are committed to providing compassionate and non-judgmental assistance as you navigate through the decluttering process.

If you have any specific concerns or questions regarding decluttering, please feel free to discuss them with us. We are here to provide personalized solutions and support your journey towards a more organized and enjoyable living space.

Please note that any costs associated with skip services would be separate and arranged directly with the recommended third-party provider.

We prioritize consistency and maintain a high standard of service across all our cleaning teams. While we understand the desire to develop a rapport with specific cleaners, we do not assign individual cleaners to specific clients.

We train all our cleaners to the same high standard, ensuring that they possess the necessary skills and expertise to provide exceptional cleaning services. Our focus is on the collective expertise and professionalism of our entire team, rather than relying on the availability of specific individuals.

By entrusting The Clean Life as your cleaning service provider, you can have confidence in our commitment to delivering consistent and reliable cleaning experiences. While individual cleaners may go on holiday, take leave, or transition out of our company, our dedicated team at The Clean Life remains ready to assist you with your cleaning needs.

We strive to build long-term relationships with our clients based on trust, quality service, and dependability. Our goal is to exceed your expectations and ensure a consistent level of cleanliness and satisfaction with each visit.

While we strive to accommodate your scheduling preferences, guaranteeing the exact same time each week can be challenging due to the availability and scheduling constraints of our cleaning teams. However, we do offer the option of having a consistent day for your cleaning appointments.

To ensure a smooth and convenient experience, we kindly request that you provide us with your preferred morning or afternoon time slot in advance. This helps us allocate our cleaning teams effectively and plan their schedules accordingly. While we cannot guarantee an exact time, we will do our best to accommodate your preferred time frame.

In cases where there are limitations or issues with the available cleaning times, we encourage our clients to provide us with a lockbox code or change the day. This allows our team to access your home and perform the cleaning while you’re away, ensuring that your cleaning needs are met even if you are not present during the appointment.

By providing us with a lockbox code, you can have the peace of mind that your cleaning will be taken care of at a time that suits you best. Rest assured that we prioritize the safety and security of your home, and we have strict protocols in place to ensure the proper handling and security of any access information provided.

At The Clean Life, we understand the importance of convenience and reliability when it comes to your cleaning appointments. Our goal is to provide you with a high-quality service that fits seamlessly into your schedule and lifestyle.

At The Clean Life, we believe in keeping our clients well-informed about their scheduled cleaning appointments. To ensure you are aware of the upcoming visit by our cleaning team, we have a two-step notification process.

First, we will send you a booking reminder via email four days prior to your scheduled clean. This reminder serves as a helpful prompt for you to review the details of your appointment and communicate any specific requirements or time requests you may have. It’s the perfect opportunity to let us know if you need any additional cleaning time or have any specific instructions.

Additionally, the day before your scheduled clean, we will send you an SMS with a two-hour window of arrival for our team. This will give you a more precise idea of when to expect our cleaners at your home, allowing you to plan your day accordingly.

We kindly request that if you need to cancel or reschedule your appointment, please do so at least 48 hours in advance. Late cancellations, including lockouts, within this timeframe will be considered as late cancellations and will incur a charge of 1 hour x 2 staff members, including GST.

We value your time and understand the importance of effective communication. By keeping you informed and allowing you to provide any necessary updates or changes, we aim to deliver a smooth and efficient cleaning experience for you.

To skip an appointment, please notify us at least 48 hours in advance so we can make the necessary arrangements. However, it’s important to note that when there is a longer gap between cleaning sessions, there may be a buildup of dust, dirt, and other cleaning tasks that need attention. In order to maintain the same level of detail and ensure your home receives a thorough cleaning, we recommend adding extra time to the next service.

By allocating additional time for the next cleaning session, our team can effectively address any accumulated cleaning tasks and provide the same level of quality and attention to detail as before. This helps us maintain the cleanliness and hygiene of your home, even after a skipped appointment.

If you need to skip an appointment or have any scheduling changes, please reach out to our customer service team, and they will assist you in rescheduling or adjusting the cleaning service accordingly. We appreciate your understanding and cooperation in maintaining the cleanliness of your home.

To contact our office for customer service enquiries, we recommend using the following methods:

Email: Send an email to admin@thecleanlife.com.au with your questions, concerns, or requests. Our customer service team will respond promptly to assist you.

Phone: Give us a call at (03) 8765 2312 to speak directly with a member of our customer service team. They will be happy to assist you and address any inquiries you may have.

Please note that contacting us through email or phone is the preferred method for customer service. We kindly request that you avoid reaching out through Facebook or other social media platforms, as we may not be able to provide a timely response or address your concerns effectively through those channels.

For new clients interested in receiving an estimate, we recommend using our convenient website booking form at https://thecleanlife.com.au/book-your-time/. By filling out the form, you can provide us with the necessary details about your cleaning needs, allowing us to generate a tailored estimate for your specific requirements.

We strive to provide excellent customer service, and we appreciate your cooperation in using the designated contact methods to ensure a smooth and efficient communication process. If you have any further questions or need assistance, please don’t hesitate to reach out to us. We’re here to help!

Absolutely! We understand that your cleaning needs may vary from week to week. We are flexible and happy to accommodate your requests and preferences. Whether you need additional focus on certain areas, specific tasks to be completed, or any other specific instructions, simply let us know before your scheduled cleaning appointment.

You can communicate your requests through our online booking form, by email to admin@thecleanlife.com.au, or by calling our customer service team at (03) 8765 2312. We will make sure to relay your instructions to our cleaning team so that they can address your specific needs during each visit.

Please keep in mind that if your requests require additional time or specialized cleaning supplies, there may be adjustments to the duration or cost of the service. We will provide you with all the necessary information and discuss any changes beforehand to ensure transparency and satisfaction.

At The Clean Life, we strive to provide personalized cleaning services that cater to your unique requirements. Your satisfaction is our top priority, and we are here to make your home cleaning experience as convenient and tailored as possible.

We offer multiple convenient payment options to suit your preferences. We accept payment through the following methods:

1.   PayPal: You can securely make your payment using your PayPal account. This method offers a quick and hassle-free way to complete your transaction.
2.   Bank Deposit: We provide you with our bank account details, allowing you to make a direct deposit or transfer from your bank account. Please ensure to include your invoice number or reference when making the deposit.
3.   Credit Card: We accept major credit cards, including Visa, Mastercard, and American Express. You can securely provide your card details for payment processing.

Our aim is to make the payment process as smooth and convenient as possible for our clients. If you have any specific payment-related queries or preferences, please feel free to reach out to our accounts team at accounts@thecleanlife.com.au or (03) 8765 2312. We are here to assist you in any way we can.

Please note that payment is due upon completion of the cleaning service, unless otherwise arranged with our team.By adhering to the payment terms, you help us maintain the quality of our services and ensure that we can continue delivering exceptional cleaning experiences.

Absolutely! We provide both an invoice and a receipt for every service (if required) . After each cleaning session, we will send you an itemized invoice detailing the services provided, along with the total amount due. Once payment is received, we can issue a receipt to acknowledge the payment made (if requested) .

The rates for NDIS (National Disability Insurance Scheme) and private clients differ due to several factors. The NDIS is a government-funded program designed to provide support and services to individuals with disabilities. As a service provider, we adhere to specific guidelines and pricing structures set by the scheme.

The rates for NDIS clients often take into account the funding limitations and regulations imposed by the NDIS. These rates are typically negotiated with the NDIS and may differ from our standard private client rates.

Private client rates, on the other hand, are determined based on various factors such as the size of the home, specific cleaning requirements, frequency of service, and other individual considerations. Our private client rates are designed to reflect the quality of our services, expertise of our staff, and the value we provide.

Please note that while the rates may vary for NDIS and private clients, we strive to deliver the same level of professionalism, care, and attention to detail to all our clients, regardless of their funding source.

Our goal is to provide excellent customer service, and we strive to ensure that our billing process is smooth and efficient. However, there may be instances where reminders are sent due to various reasons, such as delays in processing payments or communication gaps.

Here are a few possible reasons why you may have received reminders:

1.   Payment Processing Time: Sometimes, there might be a delay in processing payments, especially if you have chosen a payment method that requires additional processing time, such as bank deposits. In such cases, reminders may be automatically generated until the payment is fully processed and recorded in our system.
2.   Communication or Notification Issues: Occasionally, there can be communication gaps where payment confirmations or updates may not reach our billing department promptly. This can result in reminders being sent even if the payment has already been made.
3.   System or Human Error: While we strive to minimize errors, there may be rare instances where a technical glitch or human error results in inaccurate payment reminders being sent. We apologize for any inconvenience caused in such cases.

To resolve the issue and prevent further reminders, we kindly request you to reach out to our customer service team with the necessary details. They will be able to investigate the situation, verify your payment status, and update our records accordingly.

If you cancel a clean within 48 hours of the scheduled appointment, we do reserve the right to charge a cancellation fee. This fee is assessed at our discretion. The cancellation fee is equivalent to the rate of 2 cleaners for 1 hour, including GST.

We understand that unforeseen circumstances can arise, such as sickness or lockouts, which may require you to cancel your appointment. However, please note that we allocate specific time slots and resources to accommodate each cleaning service. When a cancellation occurs within 48 hours, it can be challenging for us to reassign the cleaners and utilize that time effectively.

We strive to maintain a fair and flexible approach to cancellations while also considering the impact on our cleaning team. We appreciate your understanding in this matter, and we encourage you to provide us with as much notice as possible if you need to cancel or reschedule a clean. This allows us to better manage our resources and provide excellent service to all our clients.

If you have any specific concerns or extenuating circumstances regarding a cancellation, please reach out to our customer service team. We are here to assist you and address any questions you may have.

To leave feedback about your cleaner, you have a few options:

1.   Positive Feedback: If you were satisfied with the service provided by our cleaner, we encourage you to share your positive feedback. You can let the cleaners know directly that they did a great job. This will not only motivate them but also help us recognize their efforts. You can also leave a review on our Facebook or Google page by visiting this link:https://thecleanlife.com.au/reviews/
2.   Constructive Feedback: If there are any areas where you feel we could improve, we appreciate your constructive feedback. You can email our customer support team on admin@thecleanlife.com.au and let us know about any issues or concerns you experienced. Providing specific details such as the date of the occurrence, the nature of the complaint, and any possible solutions can help us address the matter effectively. If applicable, you can also attach photos that illustrate the issue.

Please note that for any issues or complaints, we kindly request that you notify us within 48 hours of your clean. This allows us to take prompt action and ensure your satisfaction.

If our cleaners accidentally damage something during the cleaning process, we have a protocol in place to address the situation promptly and fairly. Here’s what happens:

1.   Incident Report: Our cleaners are required to immediately write an incident report detailing the damage and inform you about it. This allows us to have a record of the incident and take appropriate action.
2.   Communication with the Client: Our administrative team will reach out to you to discuss the damage and find a resolution. We understand the inconvenience this may cause, and we want to ensure your satisfaction.
3.   Options for Resolution: Depending on the situation, we will discuss with you whether you would prefer a replacement item or a discount off your cleaning invoice so that you can replace the item yourself. We aim to find a solution that best meets your needs.
4.   Insurance Process: If necessary, we may need to involve our insurance provider. In such cases, we will request that you obtain three written quotes for the repair or replacement of the damaged item. This information will be submitted to the insurance company for their investigation. It’s important to report the incident to insurance within a timely manner.

We take responsibility for any damages caused during the cleaning process and strive to address them promptly and professionally. Your satisfaction is important to us, and we appreciate your cooperation in resolving such situations.

Yes, all of our cleaners undergo police checks as part of our standard screening process. We prioritize the safety and security of our clients and their homes. The purpose of the police check is to ensure that the cleaners have a clean record in relation to any criminal activities, particularly those that may raise concerns related to homes or cleaning services.

If a cleaner has any record, it is thoroughly reviewed to determine its relevance and suitability for employment. It is important to note that if a cleaner has a record, it should not be in relation to any offenses that would raise concerns about their ability to provide professional and trustworthy cleaning services. We prioritize the well-being and peace of mind of our clients and take appropriate measures to ensure that our cleaners meet our high standards of professionalism and integrity.

Yes, we have comprehensive insurance coverage to protect both our company and our clients. Our insurance includes public liability insurance, which covers any accidental damage or injury that may occur during the cleaning process. We also have business insurance to safeguard our operations and ensure that we meet all legal requirements.

Our insurance coverage is designed to provide peace of mind to our clients, knowing that they are protected in the unlikely event of any unforeseen incidents or accidents. We take great care to prioritize the safety and security of our clients and their properties, and our insurance coverage is an integral part of our commitment to delivering high-quality and reliable cleaning services.

Yes, we comply with all relevant legal requirements, including WorkCover, to ensure the safety and protection of our employees. WorkCover is a mandatory workers’ compensation insurance program in Victoria that provides coverage for employees in the event of work-related injuries or illnesses.

By having WorkCover insurance, we demonstrate our commitment to creating a safe working environment for our employees and ensuring they receive appropriate compensation and support in case of any work-related incidents. We prioritize the well-being and safety of our team members, and WorkCover plays a crucial role in providing them with the necessary coverage and assistance they may need.