House Cleaning Services – FAQ

*It will take you less than 5 minutes to read them, if you are fast 🙂

When will my cleaner arrive?

Once your booking is confirmed, the email will outline the date and estimated time of arrival. Our cleaners are punctual in general, however, there might be an arrival window and our team will arrive during this period.

Can your cleaners be right on time?

Although our cleaners always aim to be on time, there might be times where our team might arrive around 15 minutes earlier or later due to changing traffic conditions, severe weather or any other unforeseeable circumstances.
Rest assured that if our cleaners are running late, they will contact you (message / email) 10 minutes before.

How many people will come to clean my house?

This depends on the size of your property, the work scope and our staff availability / schedule. We send 1 to 3 cleaners per job on a case by case basis. For some reasons, if you need the job done in a shorter period of time with many cleaners, please let our office know.

Do I have to be home during the service?

Not necessarily, the decision is yours. You can be there to let our cleaners in and leave after service. Or you can not even be there at all. Please note that our cleaners work more efficient if the property is empty.

What if I don’t have parking available for the cleaners?

Please note that we require parking to be provided for our cleaners. If you live in the city or high density areas where parking is difficult, please let us know if we can use private car parking spots or advise if there is any other free parkings available. Any parking cost incurred will be billed on top of the service.

Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.
We have a small number of cleaning teams who use public transport so if notified beforehand we can attempt to allocate one of these teams to your clean. Please provide as much flexibility with your start time as possible to help us schedule this for you.

Can I give the cleaner a key?

Unfortunately, we no longer accept and keep the customers’ keys due to security reasons.
We highly recommend our clients to have a key lockbox for security and convenience reasons.Otherwise, you can leave your key in a secured area and let our office know upfront.
We take our clients’ privacy and safety seriously, hence only cleaners assigned to your house cleaning will have access to the property entry information.

Will I get the same cleaner each service?

Generally, yes. We always endeavour to match you with with a cleaner who will continue your service ongoing. However, under certain occasions such as public holidays, illnesses, emergencies and travel/holidays, we’ll send a different cleaner to your property.
Rest assured that our cleaners will be briefed beforehand about your specific cleaning needs to ensure a consistent clean.
We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are beyond our control that may impact your service on the day booked.

How long will it take to clean my house?

It highly depends on the size and the condition of your property. As a rule of thumb, one cleaner generally take 1 hour to clean a 1Bedroom unit in a regular house cleaning (e.g 3 Bed – 3 hours). The other factors will affect the time required include number of bathrooms.

Do I need to provide cleaning equipment or supplies?

All of our cleaners are come fully equipped with their own cleaning equipment and chemical supplies. If you prefer our team to use a specific cleaning product provided by you, you are more than welcome to our cleaners know.

Please note that the majority of our cleaners travel by car and will be equipped with a small step ladder for high reach areas. A handful of our teams travel by public transport (which is great for city jobs with restricted parking) however these teams will NOT bring a step ladder. If you need a team with a step-ladder please inform us upon booking your service.

Do you use eco-friendly products?

Yes! We are always exploring and trying different eco-friendly products in an attempt to minimise pollution and help our environment. Also, we use smaller bottles to refill cleaning products regularly to reduce the need to replace a new bottle each time, hence less recycling is required.
If you have specific product requests, (e.g only eco friendly products), please let our office know beforehand.

Do you work on the weekend or Public Holidays?

We work on Saturdays as usual, however we have limited availabilities as they are less staffs working on Saturday. Also, office support is limited. If you need to speak to our team, please SMS us on: 0422 1140 76 and we will give you a callback.

We do not operate on Sundays and Public Holidays.

Do you provide interior and exterior window cleaning service?

We only offer interior window cleaning services, not exterior.

Does your company do any exterior work?

Yes, however exterior cleaning is only available upon request. We offer driveway, outdoor grout cleaning services, but not exterior windows and gutter cleaning at this stage.

Can I book carpet / upholstery steam cleaning on the day of my clean?

Yes! Please bear in mind that carpet/upholstery clean will be delivered by another cleaning team rather than your usual house cleaners. As steam clean requires specific equipment and trained cleaning technician to carry out the work.

What if I'm not happy with my cleaning service?

If you are not happy or have concerns with our cleaning service, we’ll proceed with our 110% Satisfaction Guarantee. Please follow the steps below:

1. Email / call us within 24 hours after the clean and include all details (areas of your concern) along with relevant photos.
2. Our team will return and reclean the areas of concern at our cost within 2- 4 days
3. If you are still unhappy/ dissatisfied with the reclean, we’ll look at appropriate discount if required.

110% Satisfaction Guarantee

As a business which strives to improve and provide the best quality cleaning service in the industry to our customers, we care about whether you are happy and satisfied with your service. We rely on trainings, checklist system and rating system to ensure you receive a premium quality service.

Our promise to you is upon engaging us to do the cleaning, we are committed to make sure you are happy with the service and act within our power to rectify any issues (should it arises). After all, we are all humans, we’ll take ownership of our mistakes within a reasonable ground.

How do I reschedule my booking?

If you wish to reschedule your cleaning, please contact us directly 24 hours prior to the clean to avoid late rescheduling fee of $60. You agree this is a genuine pre-estimate of our losses as we have blocked out the timeslot for your cleaning. 

Email: support@servtown.com.au
SMS/Call: 0422 1140 76

How can I cancel my service?

You can cancel your service at any given time, either via email, text message or over the phone.

Email: support@servtown.com.au
SMS/Call: 0422 1140 76

What's the cancellation policy? Is there a cancellation fee?

For house cleaning services, all cancellations must be made 24 hours prior to the clean. There is a $60 cancellation fee for any cancellations made within 24 hours.
If our cleaning team has arrived at your place and there is a cancellation through no fault of our own, we reserve the right to charge $100 to compensate our cleaners. You agree that this is a genuine pre-estimate of our losses.

Are you insured?

Yes, all of our cleaners are covered by Public Liability insurance (minimum of $10 million). If you need a proof of insurance, you can email our office to get a copy of it.

Do the cleaners have police checks?

Yes, all of our cleaners have undergone police checks before they can commence any cleaning work. The cleaners have to pass an interview with our office staff and they have to go through our company policy and cleaning procedures before they can be assigned to any work.

How do I pay for my service?

For all bookings, we require a credit/debit card on file to secure the booking. We will not be able to complete a booking without a card on file.Your card will only be charged after the service has been delivered.

Does your company invoice out?

Yes, our company can issue an invoice for your service. However, please note that different cleaning services have different payment terms and conditions.

How much does a cleaner cost?

We offer exceptional cleaning at reasonable prices! We work on a flat rate for most our house cleaning services, however we do offer hourly cleaning depending on your cleaning needs. 

Our hourly rates start at $55/hr and flat rates at $139 with discounts if you book regular cleaning services.

Couldn’t find the answers to the questions you have? You are welcome to contact us, our team will be happy to assist you! 🙂