info@cleanseen.com.au

FAQ

Frequently
Asked Questions

Explore answers to the most common questions about Cleanseen’s professional cleaning services, including bookings, service coverage, cleaning schedules, and quality assurance for businesses across Sydney.

General Questions

Everything you need to know before booking our excellence cleaning services.

What areas do you currently serve?

We currently provide services across Sydney Australia. You can check availability by entering your address during the booking process.

What Supplies / Equipment Clients Need to Provide?

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.

What are your holidays?

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

Are your cleaners background-checked?

Absolutely. All our team members undergo strict background checks and professional training.

What is the Cleanseen work satisfaction guarantee?

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.

Services Questions

Answers about what’s included, how it works, and what to expect during your cleaning.

Is Cleanseen Insured?

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

What Days and Hours Do You Work?

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.

Do You Provide Weekend Cleanings?

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

How Many Cleaners Are Scheduled for the Cleaning?

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.

I have Specific Requests for Special Surfaces – What Should I do?

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.

How Can I Allow Access to the Property?

We offer 3 entry options to choose from:
1. The client may opt to be at the property to allow access to our cleaners on the day of the service.
2. 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.
3. 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.

Pricing Questions

Helpful information about payments, rates, and how to schedule your service.

How Do I Make a Payment?

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.

What are the payment terms?

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.

What happens if I have to reschedule or /cancel my service?

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.