A Naturally Cleaner Home

FAQ'S

Frequently asked Questions

An answer to that question you have might be right here!

WHY DO I NEED A PROPERTY CONSULTATION?

1.Our Property Specialists will assess your property from a different perspective and will more than likely realise something that you haven't even thought of! This allows us to build your service to the best of our abilities.

2.We understand that your home is your castle and that it can be daunting to allow a cleaning company you barely know into it. This is why we provide the opportunity to meet us in person first, find out everything you need to know before you sign up!

3.Our number one priority is your security but equal to this is the security and safety of our cleaners. Being able to say to them that we have met you in person and seen your property gives them piece of mind.

DO I NEED TO BOOK DURING MY PROPERTY CONSULTATION?

No absolutely not.

If you are not 100% sure we are right for you that's ok.

We'll create and email you your property worksheet whilst you're deciding.

If we haven't heard from you in 3 business days we'll give you a call. 

I HAVE HAD A CONSULTATION BEFORE, DO I NEED TO BOOK ANOTHER?

If you have had a property consultation within the last year, you live in the same property and it has not received any extensions or major renovations in this time you will not need to book another just contact the office to discuss your needs.

DO YOU HAVE MINIMUM BOOKING REQUIREMENTS?

Our services require the following minimum booking durations:

  • Regular cleans - 2 hours.
  • Green squirrel program - 2.5 hours
  • Touch up, Trial & Post Occasion cleans - 3 hours.
  • Pre-Occasion, Seasonal & Vacate cleans - 4 hours.

To be eligible for our regular clean discount clients must sign up to a minimum of 3 regular cleans.

New clients wishing to sign up to Green Squirrel Program will need to be willing to agree to a full program. (The length of the average program is 4 services.)

AFTER I BOOK WHAT DO I NEED TO DO?

Nothing. You will receive an SMS 24 hours prior to your service booking to remind you of our arrival.

We provide all of the cleaning products and equipment so relax and wait for your home to be sparklingly clean.

DO I NEED TO BE HOME DURING MY SERVICE?

Not if you don't want to be!

You can be home to greet us then go to do some errands or can stay for the duration if you prefer.

If you have other commitments as long as we know how to access your property you can go about your day as normal and return to a clean home.

HOW DO YOUR CLEANERS ACCESS MY PROPERTY?

Our cleaners will access your property using the instructions you gave during your property consultation.

These instructions will let them know which door to enter and leave by and whether to expect you to be at home or not.

If you will not be at home you can leave a key in a safe place and send us the location or you can provide the office with a spare key for us to give to your cleaners on the morning of your service.

Client keys are labelled with a key number different from our client numbers and when not in use are locked in a safe in our offices. Management only has access to the safe.

WHAT DO I NEED TO DO AFTER MY SERVICE?

After we have completed your first or one-off service we will give you a follow up call to make sure you are happy with everything.

If yes that's great, if not we would love to know where we went wrong.

If you are a regular client and are happy no need to do anything.

If you booked a one-off or a trial clean and would like to become a regular client give us a call or send us an email.

WHAT IF DAMAGE OCCURS DURING MY SERVICE?

We expect our cleaners to work with extreme care in our client homes but we understand that accidents can still happen. 

If an accident occurs during your service you will be the first to know.

We are fully insured so we will contact you with the details of the incident and will make arrangements to replace or refund the item. If you have not heard from us within 24 hours it is likely that we are unaware that an incident has occurred. In this instance please take photos of the issue and contact the office as soon as possible so we can follow up with the cleaners responsible for your service.

I'M GOING TO BE AWAY, WHAT NOW?

If you will be away on business or on vacation and will not need your property cleaned let us know and we can freeze your regular cleans until you return.

WHAT IS YOUR HOURLY RATE?

We have different hourly rates for our different services. During your property consultation we estimate how long your service is likely to take and apply the appropriate hourly rate. 

Our cleaners use this time frame as a guide for your service but our main concern is getting the job done well!

HOW CAN I PAY FOR MY SERVICE?

You can pay for your service using Visa, Mastercard, American Express debit or credit cards or via a direct Electronic Funds Transfer.

Cash payments are available for Trial Cleans only. We do not accept cheques or money orders. 

DO I NEED TO PROVIDE CARD DETAILS TO BOOK A SERVICE?

Yes we require credit or debit card details in order to confirm your booking however if you would prefer to pay using a different method just let our office know at least 48 hours prior to your service.

DO YOU HAVE A SERVICE GUARANTEE?

Yes we guarantee you will be 100% satisfied with your service. If not we will come back for free.

HOW CAN I RESCHEDULE MY SERVICE?

You can reschedule anytime up to 48 hours prior to your service for no additional cost.

Within 48 hours we require you to re book within 5 business days to avoid a 10% surcharge being added to your service total.

HOW CAN I CANCEL MY SERVICE?

We understand that your circumstances can change or you no longer require our services. In these cases you can cancel your booking for free up to 48 hours prior to your service.

If you cancel within 48 hours of a booking you will be charged 50% of the total cost of the service.

If you cancel within 24 hours of a booking you will be charged the total cost of the service.

WHAT HAPPENS IF I AM MOVING HOUSE?

Contact the office with the date/s your move is expected to take place and we'll arrange a property consultation for your new property.

If you wish you can organise your vacant cleans with us and once you have moved your regular cleans can continue as before.

A price increase or decrease may take effect depending on the new property.

DO YOU WORK WEEKENDS?

Our office is closed on Saturday and Sundays.

Regular cleaning and our Green Squirrel Program can only be scheduled Monday to Friday.

Our various one-off cleans can be scheduled on a Saturday or Sunday according to staff availability.

DO YOU WORK ON PUBLIC HOLIDAYS?

We do not work on any Australian Public Holiday. If your regular clean falls on a public holiday we will contact you to reschedule for the nearest business day to your original booking.

If a convenient alternative date cannot be agreed by both parties we can skip this service with no cost to the client and continue the following week/ fortnight if preferred.

Not found the answer you were looking for? No worries give us a call or send us a message on our contact page and we will be happy to help. 

TO ARRANGE YOUR FREE PROPERTY CONSULTATION