FAQS
WHAT IS HOUSE OF CLEAN?
House of Clean is a modern residential cleaning service designed to make having a clean home simple.
We connect customers with trained, supported cleaning professionals who take pride in doing the job properly - with clear services, easy booking and a team behind every clean.
WHAT AREAS DO YOU SERVICE?
Our service areas are listed during the booking process.
If you're just outside our current service area, feel free to get in touch. As House of Clean grows, we're always looking at where we can expand next.
HOW DO I BOOK A CLEAN?
Easy.
Choose your service, tell us a little about your home, select an available time and complete your booking online.
We'll take care of the rest.
No awkward phone calls required.
WHAT CLEANING SERVICES DO YOU OFFER?
We offer residential cleaning services designed around the way people actually live.
Depending on the service you choose, this can include cleaning kitchens, bathrooms, bedrooms, living areas, floors, surfaces and other everyday areas of your home.
The exact inclusions are displayed when you choose your service.
DO I NEED TO BE HOME?
Nope.
You don't need to be home while we clean.
You can provide access instructions when you book, such as a key, lockbox or other agreed entry method.
If you're not going to be home, just make sure we've got everything we need to safely access the property.
HOW WILL I KNOW WHEN MY CLEANER IS COMING?
Your booking confirmation will provide your scheduled service details.
We'll also communicate any important updates through the contact details you've provided.
Depending on the booking and systems used, you may also receive additional notifications about your appointment.
WILL I GET THE SAME CLEANER EVERY TIME?
We can't always guarantee it.
We understand that having someone familiar with your home is lovely, and we'll aim for consistency where possible.
However, cleaner availability, leave, illness, scheduling and customer requirements can all affect who attends.
Regardless of who's at your door, they work to the House of Clean standard.
DO YOU BRING YOUR OWN PRODUCTS?
You can choose.
Depending on the service, you may be able to select between:
House of Clean products:
We'll bring the cleaning products required for the service.
Your products:
You can provide your preferred cleaning products for your cleaner to use.
The options available to you will be shown during booking.
WHAT ABOUT EQUIPMENT?
Equipment requirements depend on the service and booking arrangement.
Where you are required to provide equipment, we'll let you know before you book.
If a particular item or piece of equipment is required for your clean, please make sure it's available and in working order before your cleaner arrives.
DO I NEED TO TIDY UP BEFORE YOU ARRIVE?
You don't need to make your house spotless before the cleaner arrives.
That's literally our job.
However, we do recommend putting away personal belongings and clearing surfaces where possible.
Our cleaners need reasonable access to the areas being cleaned, and significant clutter can affect how much we're able to clean within the booked time.
Mess is fine. Obstacles are less fine.
WHAT IF MY HOUSE IS REALLY DIRTY?
We've got you.
Our standard services are designed for normal residential cleaning.
If your home requires significantly more time or specialist work than the service booked, we may need to discuss additional time, services or pricing with you before proceeding.
We'll never intentionally surprise you with an additional charge without discussing it with you.
DO YOU CLEAN HOMES WITH PETS?
Absolutely.
We're very pet-friendly.
Just let us know about your pets when booking so our cleaner knows what to expect.
For everyone's safety, we may ask that animals are secured during the clean if they're likely to interfere with the service or create a safety concern.
DO YOU CLEAN WINDOWS?
Our standard cleaning services don't generally include exterior window cleaning.
Some additional or specialised services may be available depending on your location and requirements.
If you're after something outside our standard services, just ask.
DO YOU CLEAN OVENS?
This depends on the service you've selected.
If oven cleaning is included or available as an add-on, the relevant inclusions and pricing will be shown during booking.
For heavily built-up ovens, additional time or specialist cleaning may be required.
DO YOU CLEAN INSIDE CUPBOARDS AND DRAWERS?
Standard cleaning generally focuses on accessible exterior surfaces.
Internal cupboards, drawers and similar areas may be available as an additional service depending on the booking.
If you want something specific cleaned, let us know before the appointment.
WHAT ABOUT FRIDGES?
Interior fridge cleaning is not generally included in a standard clean.
It may be available as an additional service depending on your booking and location.
Please remove food and personal items beforehand if you've booked an interior fridge clean.
CAN YOU MOVE FURNITURE?
Our cleaners can generally work around reasonably movable items where it is safe to do so.
We don't move heavy furniture, appliances or items that could cause injury or damage.
If something needs to be moved for cleaning, please move it before the cleaner arrives where possible.
WHAT IF SOMETHING IS FRAGILE OR NEEDS SPECIAL CARE?
Tell us.
If you have delicate surfaces, valuable items, natural stone, specialty flooring or anything else requiring particular care, let us know during booking.
If we don't have enough information to safely clean something, our cleaner may leave that item or surface untouched.
We'd rather leave something alone than risk damaging it.
WHAT IF SOMETHING GETS DAMAGED?
Accidents can happen, but we take them seriously.
If you believe something has been damaged during your clean, contact us as soon as possible with details and, where possible, photographs.
We'll investigate what happened and work with you to resolve the issue appropriately.
Your rights under the Australian Consumer Law aren't affected by our Terms & Conditions.
WHAT IF I'M NOT HAPPY WITH MY CLEAN?
Tell us.
Seriously.
We want to know.
Contact House of Clean as soon as reasonably possible and let us know what's been missed or what you're unhappy with.
Where appropriate, we'll arrange for the issue to be addressed.
We're not interested in arguing with you over whether something is "technically clean."
If something isn't right, we'd rather fix it.
CAN I CANCEL OR RESCHEDULE?
Yes.
We understand that plans change.
You can cancel or reschedule your booking in accordance with our cancellation policy.
The applicable cancellation requirements or fees will be shown during booking.
The sooner you let us know, the better.
WHAT IF I FORGET TO PROVIDE ACCESS?
Contact us as soon as possible.
If your cleaner can't access the property because the agreed access method wasn't available or didn't work, this may result in a missed appointment or applicable attendance/cancellation charge.
So please double-check those lockbox codes.
WHAT IF MY CLEANER IS RUNNING LATE?
Sometimes things happen - traffic, previous jobs taking longer than expected, unexpected circumstances.
If there's a significant delay, we'll do our best to keep you informed.
If you have a strict deadline for when the clean needs to be completed, please let us know before booking.
CAN I REQUEST A SPECIFIC CLEANER?
You can certainly ask.
We'll do our best to accommodate requests for particular cleaners where availability allows, but we can't guarantee that a specific cleaner will always be available.
ARE YOUR CLEANERS EMPLOYEES?
Our workforce structure may include employees and/or contractors depending on the role.
Regardless of the engagement structure, cleaners working through House of Clean are expected to meet our service and conduct standards.
IS HOUSE OF CLEAN INSURED?
House of Clean maintains appropriate business insurance for its operations.
Specific insurance arrangements and policy details may vary over time.
If you have a particular insurance requirement for your property, please contact us before booking.
HOW DO I PAY?
Payment methods available to you will be displayed during the booking process.
Payment requirements, including when payment is taken, will be clearly communicated before you complete your booking.
WILL I RECEIVE A RECEIPT?
Yes.
Booking and payment confirmation will be provided using the contact details associated with your booking.
DO YOU OFFER RECURRING CLEANING?
Yes.
If recurring services are available in your area, you can arrange ongoing cleaning at a frequency that suits your household.
Regular cleaning is a great way to keep your home consistently fresh rather than waiting until things have completely descended into chaos.
CAN I CHANGE MY REGULAR CLEANING FREQUENCY?
Absolutely.
Life changes.
You can contact us to discuss changing the frequency of your recurring service, subject to availability and the applicable booking terms.
DO I HAVE TO SIGN A LONG-TERM CONTRACT?
Generally, no.
Our residential cleaning services are designed to be flexible.
If a particular service or promotion has different terms, those terms will be clearly communicated before you book.
CAN I BOOK A ONE-OFF CLEAN?
Yes.
One-off cleans are available where offered in your service area.
They're perfect for a reset, getting ready for guests, getting back on top of things or simply deciding you've had enough of looking at your own bathroom.
DO YOU OFFER END-OF-LEASE CLEANING?
If offered in your service area, end-of-lease or detailed move-out cleaning may be available as a specific service.
These cleans can involve a substantially different scope from a standard residential clean, so make sure you select the appropriate service when booking.
WHAT IF I NEED SOMETHING THAT ISN'T LISTED?
Ask us.
Our standard services cover the most common residential cleaning needs, but we know houses are weird and wonderful.
If there's something specific you want done, contact us before your booking and we'll let you know whether we can help.
STILL HAVE QUESTIONS?
We've tried to cover the big ones, but we're not psychic.
If your question isn't here, get in touch.
We'll help you work it out.