Frequently Asked Questions

Service FAQ

What services does Cleanify provide?

Cleanify offers general domestic cleaning services on a recurring basis. Our Standard Service includes a variety of tasks like dusting, wet mopping, vacuuming, wiping down benches and cupboards, and cleaning sinks, tapware, and other reachable surfaces. If you need extra tasks like bed making, window spot cleaning, or tidy-ups, just let us know and we can allocate more time. Tasks such as window cleaning and oven cleaning require a separate booking for a specialist service offered by Cleanify.


Does Cleanify provide one-off cleaning or casual cleaning?

No, Cleanify does not provide one off cleaning or casual cleaning services. Our services are designed to be consistent and regular, providing a routine cleaning schedule that suits your needs. We believe that having a recurring service allows us to better understand and meet our clients' expectations, as well as maintain consistent high-quality standards.


Does Cleanify provide end of lease cleaning or move out cleans?

If you've been an active Cleanify client for over 6 months and are moving from one residence to another, we're happy to offer our services for both move-in and move-out cleaning. For new clients, please note that we currently don't provide one-time end-of-lease or move-out cleaning services.


Does Cleanify provide cleaning for Airbnb properties?

No, we are currently unable to accept cleaning requests for Airbnb properties due to the unpredictable nature of check-ins and checkouts, laundry requirements, and the variable condition of the property upon departure of guests.


Does Cleanify provide window cleaning services?

If you have a current and active cleaning plan with Cleanify we're happy to offer our services for window cleaning. If you are looking for a one off cleaning of your windows we are unable to assist.


Staff FAQ

Does Cleanify hire contractors?

None of our staff are contractors; all employees are directly hired by Cleanify to meet our clients' needs. If a specific service is not available through us, we will recommend external contractors and clearly indicate that these providers are referrals, not part of our business.


Will the same employee clean my house?

We do not assign a specific employee to a particular house. While we strive to honor preferences, we operate on a flexible schedule, considering staff availability for all tasks. We encourage job rotation among our team members to introduce variety and enhance their knowledge and experience in various services.


Will I get the same service from a different staff member?

Each of our staff members is unique however the service and tasks completed does not change between staff.


Should I chat with the staff member or offer tea and coffee?

We discourage interactions that may distract staff members from their tasks. While friendliness and politeness are encouraged, extensive conversations or offers of refreshments like tea or coffee can impact the efficiency of the cleaning service and our staff have been asked not to accept food or drinks from clients. Our staff are trained to be professional and to complete their work swiftly and to the highest standard.


Can I leave the house while cleaning is in progress?

Yes, you are free to leave your home during the cleaning process. Our team members are trustworthy and trained to respect your privacy and property. Ensure to provide any necessary instructions or guidelines before leaving, so our staff can carry out the cleaning without any interruptions or issues.


What if I am not satisfied with the cleaning service?

Customer satisfaction is our top priority. If any aspect of our cleaning service does not meet your expectations, please contact us within 24 hours of your scheduled appointment. We will promptly address your concerns and, if necessary, arrange for a re-clean of the missed areas to ensure your complete satisfaction.

To share your feedback, kindly reach out to our office via email. Your input is invaluable to us, as it allows for a thorough review of the staff or team responsible, ensuring we effectively address any issues. If you re-clean the area yourself it does not allow us the opportunity to improve our services to you our address concerns.


Can I give your staff my phone number?

We advise clients not to share their personal contact information directly with our cleaning staff. For your privacy and security, all communications should be conducted through our main office. This ensures that all inquiries, changes to your schedule, or feedback are documented and handled professionally. Our team is always available to facilitate any communication needs you may have, ensuring a seamless and secure experience for our clients.

Communication and Feedback FAQs

Can I request the staff member to do extra jobs while they are there?

In order to maintain the high standard of service and efficiency, we recommend that any additional tasks be requested through our main office before the scheduled appointment. This allows us to properly plan and allocate the necessary time and resources for your cleaning needs. If you have spontaneous requests, you can inform the staff member, and they will do their best to accommodate within the allotted time. However, for comprehensive or time-consuming tasks, advanced notice is the best way to ensure they are completed to your satisfaction. Please remember to communicate any specific needs directly with our office for a streamlined and satisfactory service experience.


How do I provide feedback on the service?

Your feedback is crucial for us to continuously improve our services. After your cleaning appointment, you will receive a feedback email. We encourage you to share your honest opinions and any specific comments about the staff's performance. If immediate feedback is necessary, feel free to contact our office via phone or email. Detailed feedback helps us enhance our training programs and make necessary adjustments to our services, ensuring that we meet and exceed your expectations in the future. We appreciate your input and strive to provide you with the best possible cleaning experience.


How do I communicate changes to my cleaning plan?

If you need to modify your cleaning plan, please notify our office at least 48 hours in advance. This allows us to adjust the schedule and assign the appropriate staff to meet your needs. While we understand that unforeseen circumstances may necessitate last-minute changes, we will do our best to accommodate them. However, please note that such changes might impact the quality or punctuality of the service provided. For long-term adjustments, it is advisable to discuss them directly with our office to find a suitable solution together. Clear communication regarding any modifications ensures we can continue delivering consistent and satisfactory service. Please avoid informing cleaning staff about scheduling or plan changes, as they do not have the necessary access privileges to modify cleaning plans.


Chemicals and Equipment Questions

Do you supply all of the chemicals and equipment for the cleaning service?

Cleanify provides all necessary cleaning equipment, chemicals, and cloths for your service. Our cleaners will arrive fully equipped with everything needed to ensure a thorough cleaning.


Do you use the reuse the same cloths or mop heads for cleaning between houses?

No, we do not use the same cloths for cleaning between houses. Each client receives a fresh set of cleaning cloths and mop heads, which are sanitised and laundered after each use. This practice ensures maximum hygiene and prevents cross-contamination between properties. We prioritise the cleanliness and safety of our clients' homes by adhering to stringent sanitation protocols.


Do you provide eco-friendly cleaning?

We use scientifically proven cleaning chemicals tailored to each specific area, rather than homemade mixtures. If you prefer organic cleaning solutions, our services might not be the best fit for you. There are companies that specialise in this type of cleaning that may better suit your needs.


Can I provide cleaning chemicals or equipment for you to use instead of what you use?

No, we do not permit clients to supply their own cleaning chemicals or equipment. This policy ensures the safety and effectiveness of our services. Our team is trained and experienced in using specific products and tools to achieve optimal results. Every chemical utilised by our technicians is part of our standardized training system, with staff being properly trained in its storage and handling. Additionally, each chemical comes with an accessible Safety Data Sheet in the event of a spill or accident.


Is your service suitable for people with sensitivities to smell or particular chemicals?

Our service might not be ideal for individuals sensitive to odors or specific chemicals, as we use a range of cleaning products, some of which have distinct scents. Although we strive to use mild-smelling products, certain clients may still react adversely to some scents or chemicals. For those with such sensitivities, a cleaning service specialising in chemical-free solutions might be a better fit.


Preparing For your Clean

How should I prepare my house before the cleaners arrive?

Preparing your house before the cleaners arrive can help ensure a more efficient and thorough cleaning process. Here are some tips to get ready for your cleaning appointment:

By following these steps, you can help our team deliver a high-quality cleaning service and ensure that your home stays in excellent condition.




Insurance

Does Cleanify have insurance?

Yes, Cleanify is fully insured. We understand that inviting cleaners into your home requires trust, and part of that trust includes knowing that both your property and our team are protected. Our insurance covers any accidental damage or injuries that may occur during the cleaning service, giving you peace of mind.


What happens if something is broken whilst cleaning?

While our cleaners are careful accidents may happen. In the event that something is accidentally broken or damaged, please notify us within 24 hours of the cleaning service. We will work with you to resolve the issue.  Typically, if a cleaner breaks an item you will receive a broken item notice to your email address with details of what was broken by the cleaners or what was found to be broken and cause a hazard.


If something is broken in my house what should I do?

If an item is already broken or could affect your cleaning service, you must inform us prior to the service, as it may pose a hazard to our cleaners. For instance, if a drain is clogged, please notify us in advance.


Rescheduling and Skipping a Service

What should I do if I need to reschedule or cancel an appointment?

Life happens, and sometimes you may need to reschedule or cancel an appointment. To do so, please notify our office as soon as possible, preferably with at least 48 hours notice. This allows us to adjust our schedules accordingly and potentially accommodate other clients. For last-minute changes or cancellations, we will do our best to reschedule your appointment at a convenient time. Please be aware that cancellations made with less than 24 hours notice may be subject to a rescheduling fee. Your understanding and timely communication help us provide better service to all our clients.


What if there is power outage scheduled at the same time as the cleaning service?

Please notify us prior to your scheduled cleaning, as our cleaners require access to power and water. If SA Power Networks issues a notification that affects your cleaning day, you will receive an alert with a minimum of 4 working days notice. Please advise us of this at least 48 hours before your scheduled clean to avoid cancellation fees.


When do you charge a cancellation fee?

We charge a cancellation fee in the event that 24 hours notice has not been provided to us.


If I skip or reschedule an appointment will the next service dates change as well?

If you skip or reschedule an appointment, please note that your subsequent appointments will remain unchanged.

Example 1: If your home is cleaned every Tuesday and one week you request a Wednesday, the following week your cleaning will revert to the usual Tuesday schedule.

Example 2: If you are sick on a Tuesday and cancel that week's cleaning, the appointment will resume on the following Tuesday as originally scheduled.

Example 3: If you move your fortnightly Tuesday cleaning to the following week, the original schedule remains intact. You'll have the postponed cleaning on Tuesday, and the subsequent week will also follow the regular Tuesday schedule.


Client Selection

Does Cleanify have the right to choose its clients?

Yes, Cleanify reserves the right to select its clients. We are dedicated to fostering positive relationships with all our customers and ensuring our services meet their needs. However, there may be instances where we determine it is best to discontinue services for a particular client. This decision can be influenced by various factors, including but not limited to, repeated late payments, frequent cancellations and rescheduling, disrespectful behavior towards our staff, or maintaining a consistently hazardous work environment. Our primary goal is to ensure a safe and respectful workplace for our cleaners while providing high-quality service to all our clients. We also aim to ensure our services are a good fit for our clients, and if it becomes evident that our service is not suitable for any reason, we reserve the right to discontinue services with appropriate notice.


What is the client selection process?

Our client selection process comprises several meticulously designed steps to ensure compatibility and mutual satisfaction. Initially, prospective clients complete a detailed questionnaire outlining their specific cleaning needs, preferences, and any particular concerns or requirements. This allows us to grasp the scope of work and determine whether our services meet the client's expectations.

Following the questionnaire review, we conduct a brief consultation call to delve deeper into the responses, clarify any ambiguities, and provide an overview of our service delivery. During this call, we also assess the client’s communication style and expectations to ensure alignment with our service ethos and operational capabilities.

If both parties agree to proceed, we arrange a face-to-face meeting to inspect the property and finalise expectations. The client then receives an agreement outlining the service details, costs, and terms. Upon signing the agreement, we schedule the initial cleaning session, during which our team meticulously cleans the property according to the agreed-upon specifications. This session also serves as an opportunity to identify any additional needs or adjustments necessary for optimal results.

Post-initial clean, we solicit feedback from the client to ensure their satisfaction and address any concerns or areas for improvement. Regular feedback is crucial for maintaining high service standards and fostering a collaborative relationship with our clients.

Our ongoing services are tailored based on the feedback and observations from the initial clean. We prioritise transparent communication and flexibility, continuously adapting to our clients' evolving needs. Periodically, we check in with clients to review our service performance and discuss any necessary updates or changes.

In summary, our client selection process is designed to cultivate a partnership founded on trust, respect, and a mutual commitment to maintaining a clean and healthy environment.



Billing FAQs

What payment methods do you accept?

We accept a variety of payment methods to make the process as convenient as possible for our clients. Our preferred method of payment if bank deposit which avoids payment processing fees. If you wish to have automated direct debits from your account or would prefer to use a credit card we use Pinch Payments which debits your account when the invoice falls due. Pinch Payment charges payment processing fees which are passed on to our clients.


When is payment due?

For each job you will receive an invoice which will specify when your invoice is due. Typically, for general public clients the payment term is 7 days however, if you are plan managed these terms are typically longer.


Can I provide cash on the day?

Our staff do not handle cash while traveling between jobs due to liability concerns.


What happens if I miss a payment?

If you miss a payment, we will initially send a friendly reminder via email. Should the payment still not be made within a reasonable period, a late fee may be applied to your account. Persistent non-payment could result in the suspension of our services until the outstanding balance is cleared. However, we understand that sometimes life can get in the way, so we encourage you to reach out to our office if you are experiencing difficulties. We are more than willing to work with you to find a solution.


Are there any cancellation fees?

Yes, we do have a cancellation policy in place. If you need to cancel or reschedule a service, we require a minimum of 24 hours' notice. Cancellations made with less than 24 hours' notice may incur a cancellation fee. This policy ensures that our cleaners' schedules remain efficient and that other clients who may need our services can be accommodated.


How do I update my payment information?

You can update your payment information at any time by contacting our office. Please provide the new payment details, and we will ensure that your account is updated promptly. If you are set up with automated direct debits, you can logon to Pinch Payments which will allow you to change your payment details.


Are there any additional fees I should be aware of?

Our goal is to be as transparent as possible about our pricing. Additional fees may apply in certain situations, such as for last-minute cancellations, rescheduling, or requests for extra services not included in the original cleaning plan. Any potential additional fees will be communicated to you ahead of time, so there are no surprises on your bill.


When do you update your service charges?

We update our service charges yearly on the 1st of July. Your rate remains current between the 1st of July to the 30th of June.


How do you calculate your service charges?

Our service charges are calculated using two guiding rates provided to us:

We use the rate that applies to you and multiply it by the number of hours that is required for your home plus any travel charges if you are located outside of Aldinga Beach. 

Cancellation of Services

With Cleanify, there’s no need for restrictive contracts. Our agreement includes specific services, like 4 hours of weekly cleaning, detailing designated tasks and costs. Your booking will continue on a recurring basis until you decide to discontinue our services or Cleanify cancels the agreement. We focus on the quality of our service, not on binding commitments. Consequently, each booking is treated as an individual agreement between us.