Frequently Asked Questions

Have a question? Still not sure what’s on offer? Please read our most frequently asked questions, or send us an email, call us or chat with us online.

How do I know that you will do a good job?

We run an Australian family owned business, not a franchise. Our success depends upon our repeat business. Therefore, we make sure that we give our best to satisfy our customers. Our Cleaning Technicians and our Personal Concierge’s are put through a thorough vetting process to ensure that we only employ the very best. Customer care is our top priority. If for any valid reason you are not happy with a clean, we will revisit and not leave until you are 100% happy that your agreed service has been provided to your satisfaction. We are confident in the quality of our work, and stand by the old adage, “you get what you pay for”.

What other services do you perform?

We perform all kinds of cleaning and Personal Concierge services. Please contact us at any time to discuss your particular needs. We are happy to meet you on location to walk through your requirements.

Do I need to provide cleaning products or equipment?
We supply our own products and equipment. Unlike other companies, we change our cloths and mop heads at every job, and use different cloths for different parts of the house. If you have any particular preference or any special product in mind, you can inform us beforehand and we will gladly accommodate to your specifications.
Do I need to give you keys to my house?

We do not keep client keys. We generally meet the client on site to gain access, and the client can also give any security code at that time which can then be re-activated when our cleaners leave. Alternatively, a combination code lockbox also works well, or keys can be left with a building concierge or manager. We will work in with whatever is best for you.

Do you charge a fee for appointment cancellation?
We understand that sometimes things can happen that are out of your control. We generally prefer being informed about cancellations or reschedules at least 24 hours before your scheduled appointment so that we can relocate our people to another job – they rely on their time being utilised to earn wages. 80% of the appointment fee will be charged for cancellation within 24 hours of the job start time.
How often should I get my house or apartment cleaned?

Every home is different. We have customers who prefer our services several times a week, and others are happy with once or twice a fortnight. We recommend a full spring-cleaning twice a year. Additional services are available at the bottom of our Pricing page.

What is the minimum booking time?

We work on a flat rate dependent on the service that you have chosen prior to commencement. The time taken by the Cleaning Technicians will vary – our goal is to meet the high standard of the clean before moving to the next job.

What areas of Melbourne do you cover?

Our rates include travel to an area generally up to twenty-five kilometres from Melbourne CBD. To check if we service your area, please enter your postcode at the first box on the Booking Form. We also accommodate homes on the Mornington Peninsula such as Portsea, Sorrento, and surrounds. We are happy to travel further but will need to charge an additional rate to cover travelling fees – please send us an enquiry. Holiday home preparation is arranged by discussion so that we can fully understand your requirements and send out the right person/people for you.

What hours of the day do you provide cleaning?

Our Services are generally open Monday to Friday, between 8:00 am to 6:00 pm. If you need services outside of these hours, please contact us to discuss how we can help you. We offer a full bespoke service.

What if I am not happy with your services?

In the unlikely event that we do not deliver the service we promised, please inform us within 24 hours and we are confident that we can rectify the situation. If it gets to that point, a Supervisor will also attend to ensure that the job is completed to your satisfaction, at no extra charge of course.

What is your hoarding and hazardous condition policy?

If your property is deemed a hazardous cleaning situation that goes over and above the normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away. Upon such a service, you will be charged an 80% booking fee due to holding your space in our schedule.

Am I required to enter my payment information?
Yes, we require your payment information prior to scheduling your booking. A hold will be placed on your card the day before your service and you will not be charged until after the cleaning is completed.
How do I book a cleaning service?

All you have to do is click BOOK NOW, enter your relevant details and within 60 seconds you’re on the way to have a meticulously clean household. We’ll reply on the same business day confirming the appointment and arrival time. Also you can call 0401 503 503 for live help, email us, or chat with us at the bottom right of every website page.

Join Clean to Concierge as a cleaning professional! 

Become a Cleaning Technician with Clean to Concierge. With terrific incentives for those that have a minimum one year professional experience, we offer exceptional industry opportunities and an unmatched work culture, you’ll want to begin right now!

Clean_To_Concierge_cleaning_services