FAQ

All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect and change all cloths and sponges in between services and they are to use different cloths for bathrooms, kitchens and common areas.

Please note that the majority of our cleaners travel by car and will be equipped with a small step ladder for high up areas. If you need a team with a step-ladder please inform us upon booking your service.

Please note that we require parking to be provided for our cleaning teams. If you live in the city or in an area where parking is difficult, please make sure to either contact us and let us know if we can use a private car parking spot or advise if there is public parking available. Any parking costs incurred will be billed on top of the service. If the parking provided is further than 100mtrs from your property then additional charges may apply. Please also note that if no parking is provided and no public parking space can be found (we generally will look for up to 20 minutes) then a cancellation fee will be incurred.

We have a small number of cleaning teams who use public transport so if notified beforehand we can attempt to allocate one of these teams to your clean. Please provide as much flexibility with your start time as possible to help us schedule this for you.

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

You can contact us via phone, txt or email. Our office hours are 9am – 5pm. Phone: 0430 841 980, Txt Message: 0430 841 980, Email: hello@avneecleaning.com.au

You will receive confirmation and reminder text messages or emails before your service. If you want to make any changes or reschedule to your service, please contact our office staff. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.

Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaner being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are out of our control that may impact your service on the day booked. We cannot guarantee a regular cleaner for one time/monthly bookings due to scheduling issues.

Yes, we currently provide interior window cleaning services only.

Yes. Our office regularly runs reports on the keys in which the cleaners have in their possession. We strongly enforce only first names and the first initial of the last name to be on the key tag. Strictly no phone numbers, addresses or full names are to be on the keys at any time, so they cannot be traced back to the property. Alternatively, you can get a key safe from any general hardware store for your property and provide us with the code. This is starting to be a very common practice with our customers. If, for example, your cleaner can not make your service due to an emergency, the key is available for a replacement team to complete the service on the same day. We therefore highly recommend key safes or something similar to provide remote access.

We will move and clean under small objects and light furniture. We will also vacuum/mop under heavy furniture (like beds and couches) however we will strictly not move heavy furniture. This is due to the high risk of scratching floors. We are happy if customers would like to move furniture for us, but we will not instruct the cleaning teams to do so themselves.

You can cancel your service at any given time, either email or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged.

In the rare instance that damage is caused as a result of our service, please contact our team and provide photos within 48 hours of the date/time of your service. In the event that damage has been caused due to fault/negligence of our team, we will first seek to repair the item. Depending on the value of the repair, up to 3 quotes may be required. When a repair is not possible, a suitable replacement will be sought, and proof of purchase will be required. All quotes and proof of purchase must be provided within 15 days of the complaint being lodged.

Yes, all of our cleaners are required to submit all checks before they commence any work. Most cleaners have working with children checks too. Once our cleaners have passed a phone interview with our office staff, they will be invited to have an interview with our director. This is where we run through all of our guidelines and procedures. All of our cleaners must have an extensive cleaning history to be able to work for us.

Unfortunately no, we only focus on interior work. We do, however, have a balcony service that is available as an added extra.

We offer exceptional cleaning at reasonable prices. If you need a full house clean, we can work from a regular house-cleaning rate. If you only need a couple of hours of cleaning here or there, we’re happy to offer an hourly option as well.

For all bookings, we require a credit or debit card to secure your appointment. We’re unable to finalize your booking without a card on file. Rest assured, your card will not be charged until after the service is completed, and we will follow up with you afterward to ensure everything went well.

We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please email our office with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 100% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.

No, discount code can be used per booking. Unfortunately, we cannot combine multiple codes in a single transaction.

Our billing department may be able to work out an invoice for your company, but please know that our general payment process is via a credit/debit card on file.

Yes, we sure do! We offer a 10% discount for weekly or fortnightly services and a 5% discount for monthly services. These discounts apply to ongoing regular cleaning after your first service. Hourly rate discounts are already applied in the booking.

Teams may include 1–2 cleaners. If two cleaners attend, the time is split (e.g., a 2-hour booking becomes 1 hour with two cleaners), but the total booking cost remains the same.