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 IS MY ESTIMATE CALCULATED?
No home is the same, and no family is the same; this is why our customer service team make the time to take your specific needs and wants into consideration. To get the most out of your clean, let us know your budget, priorities and any special requests. Our current estimation matrix has been developed from over two decades of housekeeping experience, providing you with a well-appraised cost.
Yet, there is no better assessment than that from our trained housekeeping professionals once they have seen your home in more detail. On the day of your first service, you will be able to agree on the time and cost of the clean together. Please note, the cost is also heavily based on the condition and overall size of your home. Our cleaners work on an hourly rate (per person).
WHAT’S THE PRICING LIKE?
The cleaners charge their services by the hour (excluding steam cleaning & pest treatments, which are estimated based on tasks):
- Regular Cleaning & Housekeeping (Weekly or Fortnightly or Monthly) – $33 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, the housekeeping professionals have a minimum call-out cost to make sure the service is worthwhile for you, and also to ensure their time and effort is valued:
- Regular Cleaning & Housekeeping (Weekly or Fortnightly or Monthly) – $66 (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?
Someone from our lovely customer service team will be in touch with you as soon as possible to take care of your booking. 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 cleaning crew! Our office hours are weekdays from 8am to 5pm.
Matching you with the perfect crew is something our customer service team do with great care! Once we’ve coordinated your clean, we will send out a booking confirmation via email and text message with all the important details. A friendly reminder will also be sent 24 hours before your first service.
CAN I BOOK A SERVICE FOR TODAY? HOW ABOUT TOMORROW?
Our customer service team will always do their best to facilitate next-day bookings. However, due to high demand and most of our cleaners being pre-booked in advanced, it’s not always possible for us to arrange a same-day service at this stage – we’ll do our best to help you though!
DO YOU OFFER A BOND/EXIT CLEAN SERVICE?
No, unfortunately we don’t offer bond/exit cleans, sorry. Family Clean are experts in more personalised, long-term regular housekeeping. Our once-off detailed cleaners are excellent at what they do, but they don’t work off the RTA standard checklist, so wouldn’t be sufficient for your end of lease clean.
WHAT IS INCLUDED IN MY SERVICE?
We have a ‘your clean, your way’ philosophy that allows a more tailored, personalised service – find out a bit more about the specific service details our housekeeping professionals can provide here. We always seek out cleaning specialists who do things with heart, and an intuitive, perceptive manner – we hope you too can feel the difference in your home too!
DO I NEED TO MEET MY CLEANERS?
Short answer: On the first service, definitely!
To get the most out of your service we ask that you are available to meet with your cleaning crew on the first service, in order to discuss your expectations and agree on the required time/costs for the service. If you are booking a priority service, this is extremely important to ensure the crew work on the tasks that matter to you most – a short list of ideas can really work magic for you and your cleaners!
Moving forward you can organise to leave a key, along with a note if there is any change in your priorities. If you were to take a new cleaning crew on board (for any particular reason) you will also need to meet them in person on their first visit to your home. 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). If you have any of your own products for special services/furniture in your home, please just let the cleaner know and they’d be happy to accommodate. 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 the customer service team know and we’ll see what we can do.
As for our Once-off Detailed Cleaning service, your expert cleaning crew will come prepared with all necessary products and equipment.
HOW DO I PAY? AND CAN I GET A RECEIPT?
There are no upfront fees to worry about, it is just a simple ‘pay on the service day’ policy. Payment options are cash or bank transfer (including a screen shot receipt), paid directly to your cleaner. On request, a tax receipt will be provided for your own records as well.
Please remember the cleaning crews are small independent operators and rely on this income for their everyday expenses, so one missed payment can make a big difference.
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.
WHAT IS OUR HAPPINESS GUARANTEE?
Human connection is at the crux of everything we do. Our business is so much more than regular house cleaning; it is driven by a purpose to serve others and make a difference (whether small or big) in people’s lives. The best happiness guarantee can only come from honest and open communication between you and your crew.
We genuinely care about what you think and rely on our reputation to continue supporting small local operators in our community. For a prompt remedy in the slight chance of honest oversights or if you’d like to try another cleaning crew to compare, please contact our Family Clean office team. You can expect us to go above and beyond in facilitating a stress-free, quality service. We have an array of excellent, hard-working people, trained and ready to clean your home, so finding the perfect match is our pleasure. If there’s anything we can help you with, you can reach us on 07 3254 2400 or reply directly to your confirmation email.
WILL I GET A DIFFERENT CLEANER EVERY TIME?
We specialise in long-term, regular housekeeping. We understand your home is your sanctuary, and for some it is not easy inviting others in. So, we want to match you up with a cleaning crew who compliment the weird and wonderful ways you might enjoy at home, fitting in to that beautiful, familiar environment where you can be absolutely yourself. They can then become an expert on your home – remembering to make the girls’ beds with their teddies lined up, and to scratch 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. If, by chance, you don’t feel we have matched you up with the right cleaning crew, we can always organise you a replacement crew to try out, until we find the right fit!
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?
Just the way you put your trust in us to take care of your home and your family, we just trust you consider ours too. Our cleaning crews are all small, independent operators who rely on your home to make a living. We don’t enforce any cancellation fees, but just ask that you consider their loss of income if you cancel without leaving us enough time to fill their empty schedule.