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FRECUENTLY ASKED QUESTIONS
F.A.Q.
+ Service Booking
How do I book a cleaning service?
Booking our cleaning service is a straight forward 3-step process.
-
First,
Choose yout type of service from our wide range of
Domestic Services.
You can choose from
Flat Rates
or
Hourly Rates.
For Commercial and Builders Cleaning please contact us to arrange a
Free on-site visit and quote
.
-
Second,
Click and follow to the booking portal where you can choose the best day and time, and also customize your service with a wide range of Add-ons.
-
Third
, once you're satisfied with the quote, set up your payment and card details, and get your service confirmation.
How do I change or cancel my booking?
We understand that plans can change, and you may need to adjust your booking. You have the flexibility to make changes to or cancel your booking.
Please notify us at least 24 hours in advance to avoid any cancellation fees. This allows us to manage our schedule effectively.
In case you need to make changes within the 24-hour window, late cancellation fees may apply. For more information visit our Terms of Service page.
+ Home Cleaning Details
How long will the cleaning take?
The duration of the cleaning service depends on the specific characteristics of your home, primarily its size and the number of rooms. Factors such as the level of cleanliness and any additional tasks you request can also influence the cleaning time. As a reference, a standard one-bathroom and one-bedroom space typically takes around 1.5 hours to complete. However, please take into account that times are only estimates. For a more accurate timing, we conduct on-site inspections and provide personalized quotes at your request without extra-costs.
Do I need to be home during the cleaning?
No, you are not required to be present at your home while we perform the cleaning. We understand that your schedule may not always align with the cleaning time. You have the option to be at home or take the opportunity to enjoy your free time else where, such as having a cup of coffee or running errands. If you choose not to be present, you can provide us with access by leaving a key, which we will securely manage. Your convenience is a top priority for us.
How many people will clean my home?
The number of cleaning professionals assigned to your home is determined by the size of your property and the scope of work required. Typically, we send a team of two experienced cleaners to ensure efficient and thorough cleaning. Should you need a precise estimate, we are able to conduct on-site inspections free of charge to evaluate and discuss the service details.
Do you bring your own supplies and equipment?
Yes, we come prepared with our cleaning supplies and equipment. Our teams are equipped with high-quality cleaning products and tools to efficiently and effectively clean your home. However, if you have specific preferences and would like us to use your preferred cleaning supplies, please inform us in advance. We are more than willing to accommodate your requests. For more detailed information please refer to our Terms of Service.
What tasks are included in the cleaning service?
DOMESTIC:
While we offer comprehensive cleaning services, each type includes a detailed list of tasks performed in each space. For a detailed list of cleaning tasks per space, please visit our 'Domestic Inclusions' section on the Domestic Services page.
COMMERCIAL AND BUILDERS:
We can work from your list of tasks, if you have one, or we can create one based on our visit, which is provided free of charge.
Can you assist with my agent's specific checklist?
Yes, we can customize our services to align with your agent's specific checklist. If your agent's checklist includes tasks that fall outside our standard scope, we can make necessary adjustments to meet your requirements. Please be aware that additional work may be subject to extra charges to ensure that all requested tasks are completed to your satisfaction.
+ 100% Satisfaction and Guarantees
What happens if I'm not happy with the service?
Your satisfaction is of utmost importance to us. If, for any reason, you are not completely satisfied with the cleaning results, please contact us within 48 hours of the service completion. We will promptly address your concerns and arrange for a re-cleaning of the specific areas at no additional cost. Our commitment to your satisfaction is supported by our highly trained cleaning professionals, ensuring that you have a virtually risk-free experience with CLEAN TERRA. For more information on this topic please visit our Terms of Service section.
Do you offer a bond back guarantee?
Yes, we provide a bond-back guarantee for end-of-tenancy cleaning services. This guarantee assures that if certain areas within our service scope are overlooked, we will return to re-clean them free. We understand the significance of meeting the requirements of property agents and landlords during the end-of-lease cleaning process. However, it's important to note that requests for re-cleaning is subject to our Terms of Service. For more information visit our Terms of Service.
What if something breaks during cleaning?
In the rare event that damage occurs during the cleaning process, we request that you notify us immediately. You can contact us by phone and email and provide details of the damage, including a photo, the timing of the incident, and a brief incident report. This information is essential for processing insurance claims and expediting the replacement or repair of the damaged item. Our aim is to address such incidents promptly and minimize anyinconvenience. For more information visit our Terms of Service.
+ Billing and Payments
How do I pay for your service?
We offer an Online secure payment method that works through thrid party encrypted system. Please note that a credit/debit card is required to secure your booking, and the payment will be processed after the service hasbeen completed. Our objective is to make the payment process as hassle-free as possible for you. For more information visit our Terms of Service.
Can I pay with cash?
For security reasons, we have transitioned to cashless payments, and we no longer accept cash payments. This approach ensures the safety of both our customers and our cleaning teams.
Do you invoice for your services?
Yes, we provide invoices for all our services. Invoices are a standard part of our service process and are available upon request.
+ Specialized Services
Can you clean exterior windows?
Yes, we can clean accessible exterior windows. If you have specific window cleaning needs, please let us know in advance so that we can make suitable arrangements. For more information visit our Terms of Service.
Can you provide professional carpet cleaning?
Yes, we have the expertise and equipment to provide professional carpet cleaning services. Our carpet cleaning service is available per room. For more information visit our Terms of Service.
+ Miscellaneous
How long have you been in business?
With 15 years of experience in the cleaning industry, we have established our selves as are liable and experienced provider of cleaning services. Our extensive background in the field enables us to offer high-quality cleaning services and build lasting relationships with our clients.
Can I leave a key for you?
Yes, you have the option to provide a key or utilize a lockbox to grant us access to your property. Our teams are experienced in handling keys securely and will ensure that your property is treated with care and respect. This approach provides flexibility and convenience for homeowners. For more information visit our Terms of Service.
Are there service exclusions?
While we offer comprehensive cleaning services, there are certain tasks and areas that fall outside our service scope. These exclusions include gardening, extensive mold removal, wall repair, thorough ceiling cleaning, delicate fixture cleaning (e.g., chandeliers), light bulb changes, damaged carpet restoration, repair of darkened or damaged grout, and addressing stone counter top issues resulting from improper chemical use. Additionally, we do not engage in commercial cleaning of heavily soiled kitchen appliances, suchas stoves, large range hoods, and ventilation systems. Our aim is to provide specialized and high-quality residential cleaning services while maintainin gour service standards. If you have questions about specific tasks, please feelfree to contact us for clarification. By providing detailed and comprehensive answers to these frequently asked questions, we aim to ensure that you have a clear understanding of our services, processes, and commitment to customer satisfaction. If you have any additional questions or need further information, please do not hesitate to contact us. We are here to assist you and address any inquiries or concerns you may have. For more information visit our Terms of Service.
Do I need to assist with parking in areas with limited parking?
To ensure a smooth and efficient cleaning service, we may request that parking be pre-arranged or paid for in areas where parking is limited. The details of parking arrangements will be confirmed with you before our arrival. We appreciate your cooperation in this matter. For more information visit our Terms of Service.
Updated by CLEAN TERRA | NOVEMBER 2023
Got Questions?
- Call us on
0429 273 238
- Email us at
Contact@cleanterra.com.au
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