HAVE SOME QUESTIONS?
At Family Clean, you are more than a customer. You’re part of the family.
If there’s anything we haven’t covered here, feel free to give us a call on (07) 3254 2400 or swing us a Curly Question!
HOW DO YOU CALCULATE MY ESTIMATE?
We calculate your estimate based on our own system which we’ve developed from over 2 decades of experience and thousands of jobs. It’s there to give you a rough idea of the hours and cost, but depends heavily on the condition and overall size of your home. We make the assumption that your place is in good condition and is average in size.
Our cleaners work with an hourly rate (per person), so your estimate isn’t fixed and doesn’t include an unlimited amount of labour. The final cost is something you’ll agree on together at the beginning of the service before they get to work, to make sure everyone’s happy (-:
CAN I GET AN ONSITE QUOTE?
In most cases, we’ll give you an estimate when you book with us, and the cost will be confirmed on the day of service (don’t worry – it’s not final! You’re welcome to agree on this with your cleaner). Because our cleaners have busy lives, we can’t ask them to routinely travel and give quotes for free, which is why onsite quotes are only given when it’s practical, usually for very large, detailed jobs.
WHAT IS SERVICE PRICING LIKE?
Cleaners charge by the hour (excluding steam cleaning & pest treatments, which are estimated based on tasks):
- Regular Cleaning & Housekeeping (Weekly or Fortnightly) – $33 per hour (per person).
- Regular Cleaning & Housekeeping (Monthly) – $43 per hour (per person).
- Once-off General Cleaning – $43 per hour (per person).
- Once-off Detailed Cleaning – $48 per hour (per person)
- Intensive mould treatment or renovation cleaning – $58 per hour (per person)
IS THERE A MINIMUM CALL-OUT FEE?
Yes, all cleaners have a minimum call-out to make sure their time and effort is valued:
- Regular Cleaning & Housekeeping (Weekly or Fortnightly) – $66 (2 labour hours)
- Regular Cleaning & Housekeeping (Monthly) – $86 (2 labour hours)
- Once-off General Cleaning – $86 (2 labour hours)
- Once-off Detailed Cleaning – $144 (3 labour hours)
- Steam Cleaning (Unfurnished) – $120
- Steam Cleaning (Furnished) – $140
- Pest & Flea Treatment – $140
WHAT HAPPENS AFTER I BOOK ONLINE?
One of our lovely Mother Ducks (Kylie, Andrea or Zach) will be in touch to help you out with your booking as soon as they can. If there’s anything they need to discuss with you in more detail, or you’ve requested a call, they’ll give you a ring – otherwise, you’ll receive an email to confirm we’ve started our search for your new crew!
We can only contact you within our office hours, which are weekdays from 9am till 4pm, so late night or weekend bookings won’t get an immediate reply.
Once we’ve matched you with one of our fantastic crews, we’ll send out a confirmation email and text message with all the important details in there. Please keep in mind that your booking isn’t final until you’ve received these. You’ll also get a reminder the day before your very first service, which is handy!
CAN I BOOK A SERVICE FOR TODAY? HOW ABOUT TOMORROW?
Unfortunately, because we’re a small office team, it’s nearly impossible for us to arrange a same-day service at this stage.
Our team of dynamos will do their best to help with next-day bookings, but due to short notice and high demand we can’t guarantee it can be arranged – we’ll keep you in the loop though!
DO YOU OFFER A BOND/EXIT CLEAN SERVICE?
No, sorry! Family clean specialize in long-term regular cleaning and housekeeping placements and do not offer a bond, end of lease or exit clean. Our once-off detailed cleaning crews don’t meet RTA standards so wouldn’t be sufficient for your end of lease clean (we also can’t give you any kind of bond guarantee).
WHAT IS INCLUDED IN MY SERVICE?
You can find out a bit more about our specific services here, but you can always expect friendly and professional cleaners, and a job well done, no matter what you’re after!
DO I NEED TO MEET MY CLEANERS?
Short answer: Definitely!
Your cleaners will not be able to do their job if you’re not there, even if you leave a key or note. For multiple services, each separate crew will need to be met in person. Meeting is extremely important as it gives everyone the opportunity to discuss the quote, go into detail about your expectations, and organise cash payment. Our cleaners guarantee a high standard of work for the tasks that you’ve agreed to, so communication is vital!
DO I NEED TO SUPPLY ANYTHING?
For Regular Cleaning & Housekeeping, and Once-off General Cleaning, your cleaners will bring their own eco-friendly products (at no extra charge to you), but for hygiene reasons we just ask you to supply your own mop and vacuum. If you don’t have these (or they don’t work very well), let us know and we’ll see what we can do.
As for our Once-off Detailed Cleaning service, your expert cleaning crew come prepared with all necessary products and equipment.
HOW DO I PAY? AND CAN I GET A RECEIPT?
Service payments will go directly to your cleaners upfront, and is preferred as cash in exchange for official receipt.
Please consider your cleaners are small independent operators and rely on this income for their everyday expenses – so one missed payment can make a big difference. Not all cleaners have card facilities yet, so please let us know if this is your payment preference.
Family Clean are striving to raise industry standards all the time, to bring the cash economy out of the shadows. With strict compliance measures when recruiting including intensive training on professional business and customer service practices, you can be confident you’re dealing with a legitimate operator. Family Clean have also taken the initiative to provide complementary payment devices and invoice books to help improve reporting practices.
HOW ABOUT INSURANCE FOR DAMAGES?
For your peace of mind, all of our cleaners are required to have their own public liability insurance, so, in the rare incident that there is an accident, you can feel confident your crew is committed and responsible.
Please know that public liability insurance excludes cover for the actual cleaner themselves, so it’s important that you consider your own household worker insurance. Feel free to check out WorkCover Queensland for more information.
IS THERE A HAPPINESS GUARANTEE?
Yes! You can expect your crew will work to a high standard, and complete the tasks you’ve agreed on together within your time and budget. We can’t afford to support cleaners who aren’t great at what they do, so you can expect a speedy remedy in the case of honest oversights.
The best happiness guarantee can only come from honest and open communication between you and your crew, especially where your expectations are concerned.
WILL I GET A DIFFERENT CLEANER EVERY TIME?
Only if you ask us to! We’re a bit different from a lot of cleaning businesses, in that we make a big effort to keep your cleaner with you for the long-run. Rather than a new stranger every week, we prefer to send someone who’s already an expert on Your Home, who knows you like to sweep and not vacuum in the lounge, who remembers to make the girls’ beds with their teddies lined up, and who scratches the dog’s ear in that special spot that makes his leg go crazy.
Once you’re part of our family, our cleaners will be a part of yours in no time.
WHAT HAPPENS IF MY REGULAR CLEANER IS SICK OR HAS TO LEAVE?
You can rest easy knowing that our brilliant office team is here to help! If your crew is sick, injured, or going on holiday, we’ll arrange for a new crew to step in while they’re gone.
If, for whatever reason, your cleaner can’t continue working with you on a more permanent basis, we’re more than happy to arrange another crew who will fit your needs.
CAN I ASK FOR A DIFFERENT CLEANER?
Of course! If you’re unhappy with your current cleaner in any way, or just don’t feel that they’re a good fit for you, let us know and we’ll get on it! Your feedback is what keeps us growing, so don’t hesitate to let us know.
HOW CAN I PROVIDE FEEDBACK?
We know everyone says this, but we really care what you think! Your feedback keeps us heading in the right direction, and we appreciate any comments or ideas you can give us to help us get better at what we do.
WHAT IS YOUR CANCELLATION POLICY?
Technically, we don’t have one. We just trust you not to take these things lightly.
Our crews are all small, independent operators who rely on your dirty floors to make a living. We don’t enforce any cancellation fees, just ask that you consider their loss of income if you cancel without leaving us enough time to fill their empty schedule.