Frequently Asked Questions, bond back guarantee

Yes we do offer bond back guarantee for our end of lease cleans!!  But, we have to know the true condition of the home to be able to do this.  We cannot be responsible for a poorly maintained home, or damaged walls or carpets.  We are exceptional, but we are not miracle workers unfortunately.

Where we need to return at the agents request, we can do so, but will ask for photos of the work required to ensure we fix what is required.

I am so sorry to those clients who read this who are offended by the shouty title, but after so many poor reviews and terrible feedback it is necessary to include this as an important part of the website.

When we clean your home, there are over 1000 things that need to be cleaned.  Never I hear you say.. but its' true.  When you count the endless skirting boards, the endless corners needing de-cobwebbing, the window sills, tracks, frames, in your kitchen, each cupboard needs the inside of the cupboard, the top of the door, the side of the door, the sill on the inside, the inside of the door, the handle, the outside of the door and the kickback underneath all need cleaning, times that by how many 'cupboard' doors you have in your home and you already have several hundred items alone.  That doesn't include the oven, the stovetop, range-hood, filters, how many taps do you have in your home...the list goes on and on. 

Not only do we have all of these items to clean, we have very picky real estate agents to deal with who love the power of saying something isn't right.  Most of you reading this will understand this, you deal with them day in day out..

I have to specify this so clearly, because if you were to perform 1000 things at work in a day, it would be highly likely you may miss one or two things, OR do them all, but maybe one item not quite to standard.  We genuinely don't understand why clients are so rude to us if we need to return.  Everyone in a 'normal' job, is given the opportunity to fix mistakes at work and we are no different. 

So, PLEASE, when you book us for an end of lease clean, understand we can't promise you perfection, first time round every time.  We try our hardest but we are human, not robots.  If your agent isn't happy, please don't be rude to us.  There isn't any need.  We are happy to return to fix any items that need fixing for no charge.  So you're not out of pocket, not out of time, and if you can understand this, and allow us to return to complete the works, then we don't see any reason not to get your bond back.  

We strive to do our best every single time. we genuinely want to provide a great service, so please let us.

Yes you do. As every room in the home needs a multitude of items to ensure bond standard, these take time and effort, therefore we need to know prior to the arrival of our teams, to ensure we allocate adequate time and cost to the clean.  These items are NOT included in any standard quotes.

The list we sent to you IS what is included.  If you are not sure, please send us a message to ask. 

Spot marking is the removal of finger marks around light switches, corners, entrance hallway (e.g. where small children train hands), large marks that may be damaged by furniture rubbing etc, and is included in our quote.

If you have walls that have finger marks in several places, or areas where small children touch in bedrooms, hallways etc then this will require wall washing.   

If you have food spatter on painted walls in a kitchen, this would also likely need wall washing.  The same applies if a home has lots of marks all over the walls in general, this requires wall washing not spot marking. 

If you are unsure if you need wall washing or spot marking, please feel free to send us photos so that we can assist you in working out what is required in your home.

A lot!!

Deep cleaning is a specialised area, that needs higher levels of physicality, elbow grease and products.  We MUST know if areas of your home require more attention on the first visit.  This allows us to send in the correct team to do your first clean, and then we can arrange for our general home specialists to maintain your home from then onwards.

The most common areas that need deep cleaning are the shower areas, and the kitchen.  If you are unsure if you need deep cleaning, please send an enquiry.  We will then either arrange to inspect or request photos to assess what needs to be done. 

If you do not advise that you have an area that requires deep cleaning, you will probably be disappointed with your first clean, and we don't want that and we imagine neither do you.  If we attend, and are unable to clean your home due to lack of information, we may need to cancel the appointment and reschedule which may incur a rebooking fee.

We find that there are some very common but strange practices  when home owners employ cleaners.

There seems to be a common theme where home owners employ a cleaner, and then are disappointed when cleaners 'don't notice' when things need to be done.  This doesn't happen in any other workplace in the world, so we do not accept it in our company.  We promise transparency to you, but we expect transparency in return, and this helps to manage not just expectations, but also satisfaction in getting your home cleaned.  Our staff see many many clients a week, and just like everything, every client is different, so please...if you need a specific task completing, or you feel your cleaner has missed something, please tell us so that we can fix it.  This way, with improved communication, both parties should be happy.

We also ask that you have reasonable expectations from your cleaner.  Again, we find that clients sometimes expect the impossible and want a large home cleaned from top to bottom in two hours, even though they could not possibly do this themselves in this time frame.  We ask that you either allow for additional time if you have additional needs if the budget allows, or understand that we can only manage what we can within the time constraints.  We also ask you to remember, that general cleaning is for maintaining your home.  We are not there to spring clean your home every fortnight (unless you want this and your budget allows for it, then we can happily accomodate it for you!!).

We have a pride policy.  This means we are more interested in providing a good service, than rushing through as many clients as possible in a day.  

No, our company understands that things change for a multitude of reasons, so we are happy to just book you in for the team to attend for your clean.

All payments are required at the time of arrival for the work to commence. Unfortunately, we have to take this approach to protect the business and the staff. 

General cleaning payments are required on the day of completion of your home clean.

We will contact you once we are on site (and happy to provide photos of the interior to confirm access), and payment is required at this time.  

If payment is not received within a reasonable time frame of the commencement of the clean, work will pause until payment is received.   Receipts with ABN can be provided for all areas of work. 

We apologise to our honest customers for this stringent process, but unfortunately our experience has taught us that not all customers are as honest as everyone else. 

We are human, and sometimes we miss things!  We never claim to be perfect (unfortunately) so on these occasions, what we would ask you to do is contact us politely and respectfully to advise us of the concern.  We will then ask you to wait for the inspection by the real estate agent. so that if there are additional items the Agent requires, we can return to fix all of them at the same time to ensure return of your bond. we will ask for photos of the work required to ensure we fix what is required.

As our aim is for you to obtain your bond back, we 100% endeavour to achieve this for you at our first visit.