JML Cleaning Solutions

FAQ

While working with customers, we’re constantly learning about their needs and managing inquiries that arise. As a result, we’ve included a list of frequently asked questions along with answers in order to provide additional support. If your question isn’t addressed below, get in touch with us and we’ll provide the information you need.

01 Is that price guaranteed?

Yes, the price we quote over the telephone based on the information you provide us is the firm price for the basic cleaning, providing your property is in a reasonable condition. If you would like us to perform any extra cleaning, that will be at additional cost but will never be undertaken without your full confirmation.

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02 Will there be any extra hidden costs?

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100 % No. Unlike many other cleaning companies, we like to keep our customers informed of all costs involved with the cleaning.

03 How do you look after your keys and Security password?

When we receive your key and security password, we will give you an acknowledge receipt and your key will be tagged with a unique code, in order to identify the name or address of the customer to which it belongs. All of our cleaners are familiar with our key management policy which describes our procedures for the safe handling and storage of house keys. In the unlikely event that we lose a key, we will pay up to $50 towards any replacement costs.

04 Do you issue a tax invoice/receipt?

Yes. We will issue you a tax invoice after every cleaning service.

05 Do I need to sign a contract?

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We do have a contract between parties. However, this is not a fixed term contract and goes from a clean to clean basis. All we ask is that you give us notice should you wish to cancel the service. We prefer to work on customer satisfaction and merit rather than tie you into contracts.

06 Are your staffs trustworthy? 

100% Positive. All our cleaning staffs are screened and have been police-checked, so you won’t have any risk leaving them at your property unattended.

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07 Do you have public liability insurance?

100% positive! Yes, we have AAMI Business Insurance.

08 What is the meaning of ‘standard size’ room?

Each room size is counted by a maximum 12 square metre. This is the average size of a bedroom in most typical properties. Larger rooms are calculated by how many standard rooms would make up one; for example a lounge is often one and a half or two standard rooms.

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09 How do I prepare for a clean?

With all steam cleaning we ask that you vacuum the surfaces prior to us attending. Minimising the number of items in a room as much as you can. The more loose items on surfaces or furniture on carpets can be removed, the better for us to get the jobs done more effectively. We ask that all properties have hot water and electricity available, lack of access can compromise the quality of the overall clean.

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10 Do I need to supply the cleaning products and equipment?

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The cleaning quotation we provide you prior to cleaning is inclusive of the use of our cleaning equipment and cleaning products. If you’d prefer us to use your cleaning products, we, of course, accommodate it, but it will not adjust the quote we provide.

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11 What if no one is home during the day?

We only require you to be at your property to let the operator in and explain to them about your special requirements or cleaning needs. You are free to leave afterwards. The operator can contact you 30 minutes before they are about to finish so that you can check the work done and make payment or make any other suitable arrangement based on your needs. All our cleaning staffs are screened and have been police-checked prior to our employment so you won’t have any risk leaving them at your property unattended.

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12 What happens when the cleaner(s) go on holiday?

You can elect to suspend the service for that period of time or reschedule temporarily. Contact us to discuss your individual circumstances is always advised so that a specific solution to your needs can be found.

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13 How do I pay?

We accept payment by cash and bank transfer.

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14 What if I need to change my date or time of booking or add additional tasks?

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Yes, you can change your booking time but we do ask that you give us plenty of notice if you wish to do this. Likewise, if you wish to add additional booking dates or hours please let us know in advance. You are more than welcome to add additional tasks but this may require additional time be booked to accommodate. All booking alterations are subject to availability, so it is always advised that the more time provided before the date the more freedom you will have to have adjustments made. If you wish to cancel outright we will accommodate that but we need at least 24 hours’ notice or $70 cancellation fees may occur.

15 Do I have the same cleaner each time?

If you organize an ongoing cleaning service we make sure that it is the same operator that attends every time. We try to maintain a high level of consistency, which works perfectly fine for both parties. Your cleaner gets to know you and your property. Likewise, you get to know your cleaner and how they work. From experience we know this is beneficial especially for you. For casual or one off bookings, we will always attempt to send the same operators each time as well, but it is of course based on availability.

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16 What do I do if the cleaner doesn’t turn up?

If this happens, just simply call our 24 hrs emergency manager. We will follow up with the operator directly and if necessary, we will arrange another cleaner as soon as we can.

17 Are you pet-friendly?

100% Positive! We love pets! Please let us know at the time of booking so we can pass this information on to your house cleaner. If your pet is likely to be aggressive or may obstruct your cleaner we kindly ask if you can secure or remove them prior to your house cleaning service.

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