Questions & Answers
Allow us to clean up any confusion.
GETTING STARTED
What can I expect at each cleaning?
We always aim to please, but just so we’re squared up, visit our Price page for a breakdown of your booking options and a checklist of everything you can expect with each service.
What will it cost?
Our booking form will calculate the cost of our visit (your initial visit being our Down and Dirty, deep clean), depending on the type of cleaning you select and the size and layout of your home. You can also “top up” your booking with our add-on services as needed. (EXCLUDING COMMERCIAL CLEANS, BnB PROPERTIES & HOARDER/SQUALOR CLEANS)
Can I add on extra services during the cleaning process?
We require all services to be booked in advance, so we can ensure we have the time required to complete everything to our exceptionally high standards. We’re happy to accommodate services from this list of ‘Add-On’ tasks prior to your day of service, but unfortunately, we can not accept same-day requests.
CLEANING TOOLS AND SUPPLIES
Who supplies the cleaning products and tools?
We provide the talent and products, you provide the tools. We have a detailed list of all products and tools required, which can be purchased through our site, and easily added to your booking. We promise you, having a fully stocked cleaning cupboard (that you don’t have to use yourself) is a feeling of the greatest satisfaction like no other. (EXCLUDING COMMERCIAL CLEANS, BnB PROPERTIES & HOARDER/SQUALOR CLEANS)
Are you eco-conscious?
We sure are. We always aim to use eco-friendly products and tailor our cleaning methods to reduce waste whenever possible. Our cleaning kit is composed of eco-conscious products, but should you provide your own cleaning products, we’ll do our best to use what’s provided.
I have hardwood and no carpeting. Do I still need a vacuum cleaner?
You sure do. A vacuum is used to clean upholstery and also helps to remove dust and allergens from the environment. If you don’t have one, we can dust but the dust will resettle by the end of the day. A broom kicks dust up, a vacuum removes it. Please ensure vacuums are fully charged, emptied and tools are accessible for each service.
TRUST & SAFETY
What is your Fair Treatment Policy?
On-clean reserves the right to cancel any service, at any time, for any reason. Racism, sexism, disrespect, discrimination, or any form of harassment or abusive behaviour toward our office staff or Cleaning Specialists will result in immediate and permanent termination of service. (Let’s keep it clean, shall we?)
What is a Cleaning Specialist and why are they unique?
Cleaning Specialists (soon to be known as your most favourite people on this planet) are the professionals who come into your home to provide our boutique cleaning services. Many have previous experience working in top-notch hotels or private homes. (We are VERY picky!) They are experienced, highly trained, careful, reliable, honest, and in great shape! Our management team adheres to a strict hiring process, which includes reference checks, training and getting to know our new staff and implementing all Awards including penalties, travel allowance and entitlements our Cleaning Specialists are entitled too, this is also a part of our Fair Treatment Policy. We keep a close eye on our staff and if they don’t love their job and care deeply about the way they perform their job, they don’t stick around.
Are you insured?
You bet, we wouldn’t operate if we weren’t! In addition, all of our staff are employees and are covered by Work Cover. We care about our clients and our staff.
What else do you do to make sure your staff are the best?
All of our staff must present a valid police check at time of employment, have references and must absolutely love to clean. Further, they go through a rigorous training program. Our hiring process is the equivalent of meeting the most over-the-top in-laws.
What happens if you break or damage something?
We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each and every home we attend, but every now and then something can happen (we are human, after all). Once reported to the office, we contact you to discuss a fair and quick resolution. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we don't repair or replace existing damage or improperly installed or maintained items.
What if I’m not happy with the cleaning?
We want to get every clean right and in the event you are not satisfied with our work, please let us know immediately (within 24HR) through email, text or phone. Please keep in mind that our staff are not magicians. If an item or area has been damaged in the past, improperly cared for, not maintained, stained, or has aged past the ability to be cleaned, we will not be able to get it to its former glory. The reasonable expectation is that your home will be cleaned — but not refinished.
PRICING AND PAYMENT
What will it cost?
Our pricing is transparent (much like your shower door after our visit), we can quickly calculate the cost of your service using the booking tool. You can add additional services on to regular jobs for an additional fee at your desired frequency (+GST).
How does payment work?
When you book your service, you’ll need to provide a credit card that will be saved on your account. Your card will have a hold placed on it the day before your clean, and will be charged the day after your service takes place. You’ll receive an invoice for the cleaning via email.
Do your rates increase?
One-clean nominally increases rates at the beginning of each business year to keep up with inflation and minimum wage increases. This allows us to ensure we are offering the most competitive wages to get the very best staff. But we may also need to increase at the beginning of the calendar year inline with ‘award’ changes and if we have grossly under estimated a clean it will be sooner.
What extra fees might I expect?
In our booking process it is designed to produce accurate quotes based on the size of the home and the number of bedrooms and bathrooms that you choose or describe at the time of booking. In the event we arrive and your space has excessive clutter, mess or garbage to work through, we’ll add the Heavy Duty fee on to your cleaning bill. If this is required, you will be notified immediately.
SCHEDULING & CANCELLATION
What if I need to cancel my appointment?
Contact us 48 hours in advance of our visit and we’ll gladly reschedule or cancel the appointment. We do have a 25% cancellation fee for the cost of the service if the visit is cancelled with less than 48 hours notice.
What if I want to reschedule my appointment?
We would be glad to find a one-time alternative date for your regular visit. Once your regular schedule is set, we like to keep your exact time slot just for you. If we have an opening later in the week we’ll book you another appointment if you like, but we’ll revert back to your regular schedule after that. If your day and time won’t work going forward, we’ll work with you to find an alternative. We ask that you give us 48 hours notice, or else we’ll need to charge our 25% cancellation fee.
What if I forget my appointment and your staff show up?
In the rare circumstance that you stand up a Cleaning Specialist, it’s called a lock out — our staff have been deployed and by law, we need to pay them. Because of that, 50% of the cleaning charge will be billed.
POLICIES
Can I choose how many Cleaning Specialists attend my clean?
We know, we know, you can’t get enough of our Cleaning Specialists, but we have our formula down pat, so we can easily determine the optimal amount of staff to attend to your job.
Can I request the same Cleaning Specialist each time?
We get it, you don’t want the entire world knowing about the dried toothpaste on your sink, and the soap scum in your shower. We’ll do our very best to assign a regular Cleaning Specialist to your home, but we can’t always guarantee it, due to circumstances outside of our control.
What are your hours of service?
Working nine to five, what a way to make a living! Our first booking can begin any time between 8AM and 9:30AM, and our second booking of the day can begin any time between 10AM and 11:30AM. We operate seven days a week(remember penalty rates apply to Saturday & Sunday bookings), and close for all statutory holidays. Our Cleaning Specialists use their own transportation, and on very rare occasions we’ve had to cancel bookings due to inclement weather. (we are in Australia , you get it.) We’ll contact you as soon as possible to provide an update and reschedule if necessary.
Do I need to tidy before you get here?
Tidying up clutter on surfaces and floors ahead of our arrival will save us time and allow us to focus our efforts on actual cleaning. Plus, no one knows your clutter quite like you do, we’d hate to make it challenging for you to find something after we’ve tidied it up. If we arrive to find excessive clutter requiring additional work, we’ll have to add our Heavy Duty cleaning fee onto your service to make sure you get the cleaning you booked.
How do you keep in touch with me about my cleaning?
We draw the line at Snapchat, but we’re available by text, email or phone. We ask that you remain accessible in some way during your service in case we need to contact you about home access or anything else that comes up during our visit.
Can I be home during the cleaning?
Please allow our staff to work uninterrupted, we ask you either leave the space entirely, or keep to a room or area of your home that you can “trade off” when the time comes. We ask that no one else be present during the cleaning, including tradespeople, as it makes our work harder.
My utilities will be interrupted on the day of my booking, can you still come?
Cleaning without water, electricity, heat or AC is like cooking without ingredients. It’s a no-go. Please contact us as soon as you learn of an issue so we can reschedule your cleaning. Learn more about our cancellation policies above.
How do you get in and out of my home?
You have four options for home/office access. Please note, we can keep keys but we would rather not.
Option 1) Client-provided lockbox. Leave your key in the lockbox and provide us with the code.
Option 2) Provide access instructions to us (alarm code, door code, or you’ll be there to meet us).
Option 3) Leave a key with the letterbox.
Option 4) You are home to let them in.
Can’t I just hire one of your staff myself?
You mean, “Can I just steal your staff?” We spend a lot of time finding and training our Cleaning Specialists to provide our clients with the best possible service. You may not solicit them to be employed or contracted by you or your affiliates for cleaning services of any kind. If you would like to hire or contract one of our staff to work independently for you or your affiliates, you may request this by informing our office in writing. If your request is approved, you will be required to pay a $3,000.00 training fee in advance.
Are you pet-friendly?
We love pets, and we can ensure a Cleaning Specialist that is comfortable with animals is scheduled for your booking. If your pet is nervous around new people, we ask for your help in keeping our Cleaning Specialists safe and comfortable during their visit.
While our Cleaning Specialists may greet your pet, please note that caring for your pet, or cleaning up after them, isn’t part of our service offering. Please also know we are not responsible for keeping your pet safe, so please ensure they are in a secure environment.