Yes, we have full police checks and can provide these if necessary.

Unfortunately it is an occupational health and safety hazard for us to remove our shoes, however we wear trainers with light coloured soles which will not scuff or mark floors.

Absolutely, if you have a surface that requires a specific product we are happy to use it, it just needs to be non-toxic. All of the products that we provide are ph balanced and non-toxic. Further product information can be found here - koala.eco

We service Alphington, Brunswick, Brunswick East, Brunswick West, Carlton North, Clifton Hill, Coburg, Fairfield, Fitzroy Nth, Northcote, Parkville, Preston, Reservoir and Thornbury. If your suburb isn’t listed but is close to those listed above, send us an email as we still might be able to help!

To secure the clean, our clients pay via bank transfer one week before their scheduled clean.

We understand that plans can change unexpectedly. If you need to cancel your scheduled clean within 48 hours, 50% of your prepayment will be retained to cover our costs, and the remainder will be refunded.

For the safety of our team, we are unable to attend your home if you have COVID, Influenza, RSV, or any other serious or contagious illness, as these can linger on surfaces or in the air. In these cases, our 48-hour cancellation policy still applies, as short notice makes it difficult for us to fill your booking and results in a loss of income.

If you have a regular fortnightly booking you are welcome to skip a clean, however if the next clean is a month or more away, the $60 monthly fee will be added to your next invoice.

We can definitely try to make this work! We will not be able to hold your exact space on our schedule, but when you are ready to re-commence our cleans we can try our best to fit you in.

- Dusting of all surfaces in common areas, including cobwebs, skirting boards and mirrors.

- Thorough clean of kitchen, wipe down of all surfaces and appliances. Please note: does not include rangehood or fully scrub of stovetop elements. These are part of our 'Extras' which can be viewed on our website.

-Thorough clean of bathroom, all surfaces, shower/bath and toilet.

- Laundry clean, wipe down of surfaces and sink.

- Light wipe down of cupboard doors in kitchen and bathroom, and high cupboards where reachable from standing. Please note: we do not use ladders for our regular cleans due to safety hazards.

- Vacuum and mop throughout.

- Lined kitchen rubbish bins emptied.

We do our best to arrive right on time, but sometimes we can run a little early or a little late. This means we might arrive up to 30 minutes either side of your booking time. If you’re letting us in (rather than leaving a key out), please keep this in mind. For example, if your booking is at 12:00pm, we may arrive anytime between 11:30am and 12:30pm.

Dishes and general tidying aren’t part of our service, so we kindly ask that these are done before we arrive. This allows us to make the most of your allocated time, provide the best possible clean, and stay on schedule for all our clients. We completely understand that life can get busy, so if you can’t get to it beforehand, please place dirty dishes to one side of the bench (not in the sink), as we’ll need sink access to clean your kitchen properly. If there are just a few items on the floor, we’ll pop them on a bed or couch. However, if there’s a lot of clutter we’ll need to vacuum around it, which means we won’t be able to give your floors a thorough clean.

Yes! We bring all of our own equipment and cleaning products to every clean. Our products are non-toxic and pH-neutral. If you’d like us to use a specific non-toxic product that you provide instead, we’re happy to do so.

This isn’t included in our regular clean, but if you’d like to lift your rugs before we arrive, we’re happy to vacuum and mop underneath them. We also shake out door mats and vacuum beneath them as part of our service.

Due to the delicate nature of Lego, we do not dust it.

We clean open kitchen shelving at our discretion. If there are only a few items, we can give them a quick dust. However, many kitchen shelves have lots of items or a build-up of grime, which would require a deeper clean.

We empty lined kitchen rubbish bins. We do not empty recycling bins as these usually require sorting. We also do not empty bathroom bins due to health and hygiene reasons. Please let us know the location of both your kitchen bin and your wheelie bin.

Email is the best way to get in touch with us: cleanhauscleaning@gmail.com. We usually reply the same day, as we have notifications set up and see emails as they arrive. If your message is urgent, we’ll respond as soon as possible. For non-urgent matters, please allow a day or two for us to get back to you.

Sometimes we arrive and find that there’s more work involved than expected, photos don’t always tell the full story! We do allow extra time for first-time cleans, but if it looks like it will take longer than this, we have two options:

1. If our schedule is very tight that day, we’ll let you know which tasks couldn’t be completed, and you won’t be charged any extra.

2. If we have some flexibility in our schedule, we’ll let you know and can continue with the additional tasks for an extra charge.

Yes! We vacuum and mop under couches and beds where accessible.

We clean all year round! However, in extreme heat, cleaning can be unsafe, so we’ll turn your air conditioner on while we work. If you’re home before your scheduled clean, it would be greatly appreciated if you could switch it on before we arrive. We’ll make sure it’s turned off when we’re finished.

If you won’t be home and don’t have a door code, a lockbox is the easiest and safest way for us to access your home. As different team members may be working, we’re unable to hold onto your key.

Yes. For hygiene and cross-contamination reasons, we do not use our own scrubbing brushes in your toilet, so to clean your toilet we will only use the brush provided by you. If there is no brush provided we will not be able to clean the inside of your toilet. We highly recommend against purchasing any type of silicone brushes as these are not very effective for scrubbing or cleaning toilets and may not result in a sufficient clean.

Each clean will be carried out by 2 or 3 of our staff members and the team may vary each time. We are a very small business - Anny, Di, and four staff members. All of our staff are trained by Anny and Di and hold police checks, which we can provide if needed.

Although it’s a little easier for us to clean when no one’s home, we’re more than happy to work around you if you need to be there. 

Yes, absolutely! We love pets - they make our day! If you have any special requirements, such as your pet not being allowed outside, please let us know. We have our own pets and will be very careful and kind with yours.

If parking is limited near your home, or it's difficult to find a space, it’s helpful if you can provide space in your driveway or a parking permit. If we need to pay for parking, the cost will be added to your next invoice.

On the rare occasion that this happens, we will let you know straight away and send you a photo. We have 3 options that we can offer you in this instance -

1 - We can offer to fix the break and return it to your home once fixed.

2 - We can offer to purchase a replacement.

3 - We can offer to give you a refund for the cost of the item.

We offer all of these options wherever possible.

If we arrive at your home at the scheduled time, don’t have access to a key, and you’re not there to let us in, we’ll try to contact you for 15 minutes. If we can’t reach you within that time, we’ll need to cancel the clean to stay on schedule. In this case, 100% of the pre-payment will be retained.

We will email you an invoice on the Monday of the week before your scheduled clean. Payment is due in full by the end of that week. An automated payment reminder will be sent on Saturday. Please ignore it if you’ve already made payment.

We sometimes take photos for our social media, these are typically up close before and after images/videos of kitchens and bathrooms and do not contain any identifiable items such as photos (although we love to take photos of pets!) If you’d prefer us not to take photos in your home, just let us know and we’ll make a note of it.