Frequently Asked Questions

Yes! Our workers are protected for any work-related injury or any accident caused whilst at work through ICARE. Our 20 million Cover ensures that our clients are also protected for any damage caused by our workers. A copy of our policy is available upon request.

We provide all the supplies and equipment required. We are also flexible in case you would want us to use your supplies however, for hygiene purposes, we ask that you provide a separate toilet brush for each Toilet.

Let us know prior to the cleaning. We ask that you supply specific cleaners for surfaces that require manufacturer’s recommended products such as stone counters, marble floors and certain types of wood floors. It’s imperative to follow the manufacturers’ recommendations to properly maintain the life of these surfaces and avoid harming them in any form.

We offer 3 entry options to choose from:

• The client may opt to be at the property to allow access to our cleaners on the day of the service.
• The client provides a key or code to gain access to the property
  Keys will be placed in a secure safe at our business address. The cleaner or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information except your name tag in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out of 60% of the total agreed price will be charged for that service.
• The client can purchase a lock box to place a key inside and provide Cleanseen keys to the lock box.
  In the event for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean your site, then client is responsible for the lock out and a cancellation fee of 60% of the total agreed price would be charged for that service.

We want you to be absolutely delighted with our cleaning services. If unsatisfied with the cleaning, report any concerns to us at 1300 62 66 62 or email us at info@cleanseen.com.au within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you. It’s very important to report the issues immediately.

The initial cleaning is considered a deep cleaning. Even for those clients with previous cleaners and are looking to change from one company to another. We had clients who were so convinced that they didn’t need a full deep cleaning and once our cleaners start cleaning and all the dust comes out, they are surprised! Not all companies clean the same way and provide the same service. Therefore, to ensure we are consistent, we start all new clients with a deep cleaning. The first cleaning is always the longest and a separate quote is provided to you. After the initial cleaning, the following visits are charged based on the regular flat rate provided to you. During this cleaning based on scope of the work, number of toilets, size of the site, etc. any special requests, we are able to calculate the rate for regular service. Once we have that rate, we can email you a proposal for regular service.

We operate throughout the week. Our Customer service hours are Monday – Saturday 9am to 4:30pm. Our Customers are given fixed days and times per preference upon booking and signing the contracts.

Yes, we do. Our cleaning teams are out working all days of the week and at times requested by our clients.

We currently have 5 cleaners onboard working various shifts across the week. On occasions we may schedule 1 or 2 cleaners depending on the size of job or more as required.

In the event that you reschedule, skip, add or cancel your service, we ask that you give us 48 hours’ notice. Without 2 business days’ notice A “Call Out Fee” will be charged in the event that the cleaner went to the premise but was not able to clean due to unavoidable reasons from the customer’s end. The “Call Out Fee” is equivalent to 60% of the agreed per visit price. Cancellations on the same day of service for any reason will be charged the full rate of service. Your time slot is yours, it is reserved for just you, if you cancel last minute it cannot be filled and this results in our employees working less hours.

Payments are due in full every week and must be paid within 7 business days. Cleanseen accepts Bank transfer, Direct debit, Bank Cheques, Payments over the phone. Please note Credit cards incur 3% Surcharge. For Direct debit, Clients are asked to fill out Direct debit authorization form so we can deduct the payments automatically depending on the frequency of the service such as weekly or fortnightly.

Simply call us on 1300 62 66 62 or email us at info@cleanseen.com.au with your specific requests. Requests should be made with days in advance prior to the cleaning to ensure we can block enough time for your requests. Any services requiring extra labor, supplies and/or equipment will be billed additionally for these services. Any services not normally included in the cleaning package that the client selected will be an added charge unless it is noted in the client’s service agreement.

Breakage can happen when you least expect it! Cleanseen can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Antique, glassware and items of extreme value or sentimental value should be cleaned by the client. It’s best to ensure the office knows of these items so we can ensure the cleaners are aware that they should not clean / touch these items. If an item is broken by one of our cleaners, Cleanseen will compensate you accordingly. The client needs to save broken item for Cleanseen to inspect. In most cases, we ask our cleaners to bring the item to the office so we can send you photos and immediately check with specific companies if we can fix the item. Our employees are asked to always notify us of damages. However, if for any reason a damage is not reported and you notice it first it’s important to email us immediately. If you can take a photo with your mobile and forward it to us that’s even better since it would expedite how fast we can find a solution or compensate you accordingly.

No. All our clients are asked to sign a non-solicitation agreement. Cleanseen invest time and money in the development and training of their employees. Therefore, under no circumstance our clients will knowingly engage in a direct working relationship with any employee of Cleanseen. The solicitation of a Cleanseen employee for a client’s private hire will result in termination of service(s). If this agreement is reached, the client will pay Cleanseen $2,500 for hiring an employee.

Scheduled Service cancelled without 48 hours’ notice receive a 60% call out fee. Lock out fees are charged at 60% of the full rate of service. Lock out fee means that the cleaners were scheduled, dispatched to clean your site but they didn’t obtain access. This means that Cleanseen paid all employees scheduled for your site, paid travel time plus waiting time to figure out if someone was going to be able to allow them in plus travel time to go to next job.

We operate 24/7 with exception of Easter, Christmas and New Year holidays. Please check your calendar in advance and let us know if we need to reschedule to avoid a Late Cancellation Fee. We do send reminders to clients who have service on holidays so we can reschedule with advance notice. If you have any further questions or concerns please do not hesitate to contact the office on 1300 62 66 62 or email us at info@cleanseen.com.au