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Frequently Asked Questions

Getting Started - Services & Bookings
What’s included in my clean?
Each of our services — Steady Clean, Reset Clean, and Move-On Clean — has its own detailed checklist of exactly what’s covered. We’ll always help you choose the right fit for your home so there are no surprises. If there’s something specific you’d love us to focus on, just let us know when you book.

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Paying is simple and secure — we process all card payments through Stripe, so there’s no cash to organise. For Steady Clean and Reset Clean, we securely keep your card on file and charge it automatically once each clean is complete. For Move-On Cleans, a 30% deposit secures your booking, with the balance due 48 hours before your clean. You’ll find the full details in our Terms & Conditions.

Do I need to tidy before you arrive?

A quick clear of surfaces, floors, and benchtops helps us spend your booked time cleaning rather than moving things, which means a better result for you. You don’t need to deep-tidy — just clear away clutter, dishes, and personal items where you can.

Whatever suits you best — you’re welcome to be home to let us in, provide a key or lockbox code, or arrange building access ahead of time. However you’d like to handle it, we’ll confirm the details with you before your first clean.

Not at all. You’re welcome to be home or to go about your day — many of our clients enjoy coming back to a freshly cleaned home. Whatever feels comfortable for you.

Do you wash dishes or empty the dishwasher?

Our time is dedicated to cleaning your home rather than kitchen tidying, so washing dishes, emptying or stacking the dishwasher, and putting items away aren’t part of a standard clean. We’re happy to take care of these as an optional add-on for a small extra charge — just ask when
you book. To make the most of your clean, we ask that sinks and benchtops are clear of dishes when we arrive.

We clean around your things with care, but tidying personal items, organising cupboards, or putting belongings back into pantries and drawers isn’t included in a standard clean. We can include light organising as a paid add-on if you’d like — just mention it ahead of time.

We love that your pets are part of the family, and we’ll always clean respectfully around them. However, our team doesn’t clean pet-specific areas such as litter trays, dog kennels or houses, cages, or pet bedding and waste. This keeps our cleaners safe and hygienic for every home we
visit. We’re more than happy to clean the surrounding floors and surfaces as part of your service.

Yes — our team arrives fully equipped with everything needed for your service. If you’d prefer we use specific products you provide (for allergies, surfaces, or personal preference), simply let us know.

Some things are beyond what a clean can fix — set-in stains, damage, mould, or build-up from long-term wear. We’ll always do our best and tell you honestly if something won’t come up as hoped, rather than leave you wondering.

Will it be the same cleaner each time?

We do our best to keep your home with a consistent cleaner or team, as we know familiarity matters. Occasionally this may change due to leave or scheduling, but every member of our team follows the same detailed standards.

Yes. Every member of our team is police checked, carefully selected, and trained to our detailed standards — and covered by our insurance — so you can feel completely at ease having us in your home. We treat your home and your trust with the care they deserve.

What if I’m not happy with my clean?

Your peace of mind matters to us. If something isn’t right, let us know within 24 hours and we’ll return to re-clean the affected areas at no extra cost. We want you to be genuinely happy with your home.

We treat your home with great care. In the rare event something is damaged, please let us know within 24 hours so we can look into it and make it right. Our team is insured, giving you added peace of mind.

We understand life happens — and at the same time, your cleaner’s time is set aside when you book. More than 48 hours’ notice: reschedule or cancel free of charge. Less than 48 hours’ notice: a cancellation fee of 50% of the booking may apply. Same-day cancellations, or if we can’t access your home on arrival: the full booking may be charged. Recurring (Steady Clean) bookings can be paused or cancelled with 7 days’ written notice. Move-On Cleans have their own terms, as the 30% booking deposit is non-refundable. You’ll find the full details in our Terms & Conditions.