Frequently asked Questions
An answer to that question you have might be right here! If not send us an email or give us a call.
making a booking
Why do i need to have a meet & greet?
Meet & Greets allow us to assess your property from a professional perspective so we know how best to help you.
Opening your home to someone new can be daunting so Meet and Greets provide the opportunity to meet us in person first.
Our employee's security and safety matters to us. Being able to say to them that we have met you in person and seen your property gives them piece of mind.
DO YOU HAVE MINIMUM BOOKING REQUIREMENTS?
We have a minimum booking duration of two hours for all regular services.
For general one-off services we have a three-hour minimum booking and for our deep, renovation or vacate cleans there is a four-hour minimum.
For all other services please get in touch.
what if you have cleaned for us before?
If you live in the same property and it has not received any extensions or renovations since your last service with us, then no you will not need to book another Meet and Greet just contact the office to discuss your needs.
when can I book?
Regular cleaning can only be scheduled Monday to Friday. One - Off Cleans, office cleaning and other services may be scheduled on weekends based on staff availability.
Do i need to book during my meet & greet?
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.
do I need to provide my card details to book a service?
No, we do not need your card details to confirm any of our services.
will i need to pay a deposit in order to book a service?
Deposits are not required for any service for a disability participant with a service agreement or for any services with a total cost of less than $500.
A 15% deposit is required for all services* over $500 that are not for a disability participant.
will i receive a service agreement?
All disability participants will receive a service agreement outlining the service arrangements and all legal necessities
The agreement will be sent to you digitally to sign via the online signing software Docusign but if you prefer, we can print a paper version for you instead.
We can send the agreement to your support coordinator, plan manager or another trusted individual to check for you if necessary.
If you are not a disability participant but would like a service agreement drawn up for you just let us know.
before, during & after your service
after i have made a booking 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 you don't need to worry about rushing out to the shops.
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 you access my property?
Our team members will access your property using the instructions you have given us.
You can be home to let us in, leave a key in a safe place or our regular clients if they prefer can provide us with a spare key which we will keep locked securely in a safe when not in use.
what do i need to do after my service?
After we have completed your service, we will contact you to make sure you are happy with everything.
An invoice will be sent to your email address that we have on file, and you will have 7 days to pay.
If you booked a one-off service and would like to become a regular client, give us a call or send us an email.
what if something happens during my service?
If an accident or incident 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.
our rates & how to pay
what is your hourly rate?
We are a NDIS registered disability provider. Our hourly rates are in line with their recommended rates.
Please get in touch to discuss the current rate.
These rates are updated in July each year and can be found in the NDIS Pricing Arrangements and Price Limits Guide available for download online.
If you are another disability participant i.e. WorkSafe and they do not pay the full amount of our hourly rate, we can create an invoice for you where you pay the difference and we will send the remaining amount to them.
do you have a service guarantee?
Yes! We have a service guarantee!
During your Meet and Greet we will be very upfront with what we can achieve for you during your initial service(s).
It can often take a number of services to get on top of a property.
We would rather finish select areas thoroughly than rush the whole service.
We guarantee you will be 100% satisfied with your service and standards. If not, we will come back for free.
How do i pay for my service?
You can pay for our services via bank transfer, pay ID, or PayPal*.
If regular clients wish to do so they can set up a regular direct debit from their bank account via Go Cardless**.
Go Cardless will debit the amount of an invoice from your account on the due date, seven days after it was created, giving you plenty of time to get in touch with them or us if you believe there has been a mistake.
We do not accept cash, cheques or money orders.
*PayPal and Card Fees are not covered by Green Squirrel and will be debited on top of the service fee. **Go Cardless Fees are fully absorbed by Green Squirrel at no additional cost to the payee.
how do disability participants pay for their services?
If you are a Plan Managed NDIS participant, we can send your invoices to yourself for you to forward to them or we can send it to them ourselves directly.
If you are Self-Managed NDIS participant, we will send the invoice to you, and you can send it to the NDIA for approval and reimbursement.
We can send invoices directly to WorkSafe and TAC for other disability participants but there may be a gap payment that the participant needs to pay first.
rescheduling & cancellations
can i reschedule my service?
You can reschedule any of our services anytime up to 48 hours prior to your next service for no additional charge.
After 48 hours we require you to re book within 5 business days to avoid a 10% surcharge being added to your service total.
what happens if i forget about my service and am not home?
We send reminder text messages 24 -48 hours prior to all services.
If you forget that you have a service booked with us and we arrive to find no one is home, we will try to contact you several times using the number you have given us.
If you will be back within 15 minutes, we will wait. If longer we will head to our next client and attempt to return later in the day if our schedule allows.
If you won't be home for the rest of the day and no one else is available to let us in our rescheduling and cancellation terms will apply.
i'm going 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 suspend your regular cleans until you return.
What happens if i am moving house?
Contact the office with the date/s your move is expected to take place.
You can organise your vacant cleans with us if you wish.
Once you have moved, we will arrange a Meet & Greet for your new property and your regular cleans can continue as before.
If you would like a break to get fully unpacked and used to your new home before restarting your cleaning or other services with us, just say so.
A price increase or decrease may take effect depending on the new property.
can i cancel my service?
If your circumstances change and you no longer require our services, you can cancel any of our services with no charge up to 48 hours prior to your next service.
Cancellations with less than 48 hours' notice will be subject to a cancellation fee in line with our base minimum 2-hour service cost.
If the service is for a NDIS or another disability sector participant and they pass away services will be ceased immediately according with our service agreement with them or their plan nominee.
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 MEET AND GREET
OR CALL 0490 700 946