Frequently Asked Questions

Here you'll find a list of the questions we're most frequently asked here at Maid to Clean. Do have a question we haven't mentioned here? If so, please don't hesitate to get in touch.

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FAQs

 

When will my cleaner arrive?

After your booking has been confirmed, (which is usually within 1-2 weeks of your service), you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner. Please note there may be an arrival window, and the team will arrive between these times and then start cleaning.

What will my cleaner bring to the service?

All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect and change all clothes and sponges in between services and they are to use different clothes for bathrooms, kitchens and common areas.

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

We are aware that some areas around Melbourne might not having parking available. While some of our cleaners travel by public transport, which helps solve this problem, most will travel by car. During the online booking process there is a section to fill out information regarding parking and access to your home. If you call and book over the phone, one of our friendly office staff will enquire into whether parking is readily available. If you only have paid parking in your area, please be advised this fee will be applied to your booking. Our cleaners will exhaust all possible options to park in free areas, but if only ticketed spots are available they will have to park there.

Do I have to be home during the service?

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

How do I contact the office regarding my service?

You can contact the office via phone, txt or email. Our office hours are 7am – 5pm.
Phone: (03) 8391 7026
Txt Message: 0488 826 674
Email: support@maidtoclean.com.au

What if I am not happy with my service?

We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please email our office with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 200% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.

How do I make changes to my booking?

You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.

Can I give the cleaner a key?

Yes. Our office regularly runs reports on the keys in which the cleaners have in their possession. We strongly enforce only first names and the first initial of the last name to be on the key tag. Strictly no phone numbers, addresses or full names are to be on the keys at any time, so they cannot be traced back to the property. Alternatively, you can get a key safe from any general hardware store for your property and provide us with the code. This is starting to be a very common practice with our customers. If, for example, your cleaner can not make your service due to an emergency, the key is available for a replacement team to complete the service on the same day. We therefore highly recommend key safes or something similar to provide remote access.

Will I get the same cleaner each service?

Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaner being sent to your property. 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 out of our control that may impact your service on the day booked.

Is window cleaning interior and exterior?

Unfortunately no, we only complete interior window cleaning, not exterior.

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

Yes you can, but please keep in mind that steam cleaning may need to be staggered on the day of your service if the initial team sent to you are not trained steam cleaners. For example, your cleaners may arrive at 9am to complete the general cleaning and finish up a few hours later, then a different team will arrive to complete the steam cleaning. However we do have a few cleaners than can complete all general cleaning as well as steam cleaning.

How can I cancel my service?

You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged.

Do the cleaners have police checks?

Yes, all of our cleaners are required to submit all checks before they commence any work. Most cleaners have working with children checks too. Once our cleaners have passed a phone interview with our office staff, they will be invited to have an interview with our director. This is where he runs through all of our guidelines and procedures. All of our cleaners must have an extensive cleaning history to be able to work for us.

Do you work on the weekend?

We generally work on Saturdays only, but we do have some teams that work on Sundays, (for one-off bookings only). Depending on our cleaner availability for locations and times, we may be able to book in a Sunday service. Please note there will be a one-off extra fee of $50 for services booked on Sundays.

Does your company do any exterior work?

Unfortunately no, we only focus on interior work. We do, however, have a balcony service that is available as an added extra.

How do I pay for my service?

For all bookings we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file. Please rest assured we will not charge your card until after the service is complete and we have made 3 attempts to contact you to see how the service went.

Does your company invoice out?

Our billing department may be able to work out an invoice for your company, but please know that our general payment process is via a debit card on file. Currently we are registered for TAC claims, however we are unfortunately not able to take on clients who are with DVA, NDIS and WS. We apologise for any inconvenience caused.

If we haven’t answered your question here, please contact us for more information about our cleaning services.