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Frequently Asked Questions
What areas do you service?
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We provide cleaning services across all major metropolitan areas and surrounding suburbs. Please contact us to confirm if we service your specific location.
Are your cleaners insured and background-checked?
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Yes, all our cleaners undergo thorough background checks and are fully insured. We prioritize your safety and security.
Do I need to provide cleaning supplies?
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No, we bring all necessary cleaning equipment and eco-friendly supplies. However, if you have specific products you'd like us to use, we're happy to accommodate.
What if I'm not satisfied with the cleaning?
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Your satisfaction is our priority. If you're not happy with any aspect of our service, contact us within 24 hours and we'll return to re-clean the area at no extra charge.
How do I book a cleaning service?
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You can book online through our website, call us at 1800-AUSIECARE, or email us. Online bookings receive priority scheduling and instant confirmation.
How far in advance should I book?
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We recommend booking at least 48 hours in advance for regular services. For same-day or next-day service, please call our emergency line at 1800-URGENT.
Can I reschedule or cancel my booking?
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Yes, you can reschedule or cancel up to 24 hours before your appointment without penalty. Cancellations within 24 hours may incur a cancellation fee.
Do I need to be home during the cleaning?
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No, you don't need to be present. Many clients provide access keys or codes. We'll ensure your property is secured when we leave.
What's included in a standard house cleaning?
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Standard cleaning includes dusting, vacuuming, mopping, kitchen and bathroom cleaning, trash removal, and general tidying. Deep cleaning services include additional tasks like inside appliances, baseboards, and more.
How long does a cleaning session take?
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Time varies based on property size and service type. A typical 2-bedroom home takes 2-3 hours for standard cleaning, while deep cleaning may take 4-6 hours.
Can I customize my cleaning service?
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Absolutely! We offer flexible service options and can tailor our cleaning to your specific needs. Just let us know your requirements when booking.
Do you clean carpets?
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Yes, we offer specialized carpet steam cleaning and professional cleaning services. These can be booked separately or added to your regular cleaning package.
What payment methods do you accept?
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We accept cash, credit cards (Visa, Mastercard, Amex), debit cards, and bank transfers. Payment is due upon completion of service.
Do you offer discounts for recurring services?
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Yes! We offer 10% off weekly services, 7% off bi-weekly services, and 5% off monthly services. The more frequently you book, the more you save.
Is there a deposit required?
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No deposit is required for most services. For large commercial projects or end of lease cleaning, we may request a small deposit to secure your booking.
Do you provide quotes?
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Yes, we provide free, no-obligation quotes. You can get an instant estimate through our online booking system or contact us for a detailed quote.
What is your cancellation policy?
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Cancellations made 24+ hours in advance receive a full refund or can be rescheduled. Cancellations within 24 hours may incur a 50% cancellation fee.
What happens if something gets damaged?
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We're fully insured for accidental damage. If something is damaged during our service, please notify us immediately and we'll work with our insurance to resolve the issue.
Do you guarantee bond return for end of lease cleaning?
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Yes! Our end of lease cleaning comes with a bond-back guarantee. If your bond isn't returned due to cleaning issues, we'll re-clean for free.
Are your cleaning products safe for pets and children?
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Yes, we use eco-friendly, non-toxic cleaning products that are completely safe for pets and children. We can also accommodate specific allergies or sensitivities.
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Helpful Resources
📋 Cleaning Checklist
Download our comprehensive cleaning checklist to prepare for your service.
Download PDF →💡 Cleaning Tips
Expert tips and tricks to maintain a clean home between professional services.