Service payments will be requested as CASH ONLY paid directly to your service provider in exchange for official receipt on the service day. Please consider we only support small operators, so card services are not often available and most service providers rely on this money for living expenses. Alternatively if you let us know in advance, we will refer a service provider who can facilitate EFT and credit card payments using PayPal. All family and referred service providers are each independently self-employed contractors, so can’t afford to offer accounts or chase up late payers or wait for transfers to clear. For Bond Cleaning, Spring Cleaning and other once-off services, your service provider will request a 50% deposit of the estimated amount to be paid before any work commences. The remaining service fee owed will be requested at half way before work is completed. Unfortunately due to dishonesty in the past and only being small operators, service providers cannot be flexible with payment terms.
Estimates and service pricing
Price guides are provided on behalf of your service provider and are calculated on the basis of providing manual labour charged by the hour, factoring in the condition of each property (filth factor). We do not offer fixed quotes unless a prior appointment has been made to view your job in person at the site location. Standard practice is to offer all customers an estimate considering the specifications, size and condition. We request all customers to meet your cleaner/gardener on the service day, even if only for a few minutes just before starting work. At this time your service provider will view the job and understand your expectations before providing a more precise estimate and exchange payment for receipt on completion. The total of your payment is considered your service providers income, Family Clean as an entity do not recognise any portion of your service payment as income.
Do you supply cleaning products and equipment?
All products and equipment are supplied by your service provider, although for regular cleaning/housekeeping services your housekeeper/s may request a mop & squeeze bucket be supplied for hygiene reasons. Please request if needed.
Do I need to be home for the service?
Yes but only for a few minutes, just to understand your expectations and agree on a more precise cost and exchange payment. It’s quite common for cleaners/gardeners to simply lock up on the way out for regular services.
Is our work guaranteed?
You will notice an enormous difference in conscientiousness and the productivity of what can be achieved in addition to the high standard of work when recruiting one of our self-employed professionals. This is the biggest benefit when deciding to use our service in comparison to short term operators looking for a quick buck or stop gap. Our small group of carefully selected cleaners and gardeners take great pride and complete responsibility for their work. Each self-employed service provider has invested a great amount of time to gain the knowledge, hands-on experience and equipment to become an expert in their field. We all think we’re excellent at what we do, but please also be fair in your expectations as we are still only human. Service providers don’t offer unlimited guarantees to complete everything for a fixed price and won’t make false promises to customers to gain their business. Our service is simply based on referring carefully selected cleaners and gardeners, who will do as much as humanly possible in the time/budget you have agreed together. Additional work required after the service day will require a minimum call-out fee.
Insurance and liability
Of course Family Clean have Public Liability Insurance for our own direct employees and also a strict recruitment and selection process which emphasises the importance to all referred self-employed contractors to have appropriate insurances. All service providers are self-employed operators and take complete responsiblity in the slight chance of damage or injury. Customers who receive services from any domestic worker should also consider their own insurance policies and we recommend consulting your state government Work Cover for Household Insurance. A Household Workers Insurance Policy is very affordable starting at approximately $50 for a two year term.
Will I get the same cleaner/gardener for regular services?
Yes our aim is to provide a personal service to all customers so you know what to expect by someone you can trust in your home.
Replacements are easily done should you wish to try someone else as a comparison or if your cleaner is unwell. Sometimes unforeseen circumstances cause last minute changes and of course we’ll always do our best to help with a smooth transition with minimal fuss.