Frequently Asked Questions
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How does Cleaner Casa work?
Cleaner Casa is a locally owned cleaning company, providing services to homes, holiday rentals, and commercial spaces throughout the Tomaree Peninsula. We live, work, and play in Nelson Bay – so we know cleaning is the last thing you want to be doing in this beautiful place we call home.
With a seamless 60-second booking process, secure online payment, and a 200% satisfaction guarantee, Cleaner Casa is the easiest, most convenient way to get stuff done around the house.
- Select the number of bedrooms and bathrooms.
- Enter the date and time you’d like your cleaner to show up.
- We’ll confirm your appointment by email and the day before your scheduled clean we take care of payment electronically and securely.
- On the big day, an experienced, fully-equipped professional(s) will arrive at your home ready to get the job done right.
How does pricing work?
We use simple flat rate pricing based on the number of bedrooms and bathrooms. Our online quote tool shows you exactly what you’ll pay – no hidden fees or unexpected charges.
What if I don’t need you to clean all of the bedrooms or bathrooms?
You should always choose the number of bedrooms and bathrooms that matches your house when booking, even if you only want us to clean some of them. Our pricing is based on the overall size of the house, and we simply use the number of bedrooms and bathrooms to approximate this at the time of booking. As you can imagine, the average 4 bedroom house is MUCH larger than a 2 bedroom house — larger rooms, more entertaining space, more overall surface area etc — and we need to make sure we allocate enough resources to get the job done!
Who does the cleaning?
Our team are all local residents from the Nelson Bay area. All of our cleaners are background checked, insured, and fully trained using our 51 point checklist.
We know your home is your sanctuary and inviting people in can be a little nerving, so we want to ensure we provide the friendliest, most trustworthy, and professional service available. Check out some of our reviews to see what other people think of our staff and service.
What is the difference between a Standard clean and a Deep/First clean?
The main difference with a Deep or First clean is we wipe all surfaces and focus on removing stubborn build up, rather than just dusting. Because of this they take more time and more man power. Your first service in a recurring booking, and all one-off cleans, are always a Deep Clean. We do this because dust, dirt, and grime that has been sitting around for a while really needs some elbow grease to remove and dusting alone won’t get the job done. Our standards are high and we want to make sure you’re thrilled with the end result.
Are the cleaning products safe?
All of our services are 100% green, child and pet friendly. (Excluding toilet bleach, because this is the only product we’ve found that is strong enough to deal with those nasties!)
We only use the highest quality, all natural and environmentally friendly cleaning products. These products do not contain harsh chemicals, are biodegradable, non-hazardous, phosphate and chlorine free… and they are made in Australia too. (We work with these products all day every day and demand only the best and safest.) You have peace of mind knowing you, your children, your pets, and your guests are 100% safe.
Are you able to use specific products I provide?
All of our products are commercial grade, natural cleaners which we highly recommend over other products. They are extremely effective, safe for children and pets, and our teams are expertly trained in their use. Therefore we will generally not use other products, however we are happy to accomodate if you have a specific product you prefer to be used in one area. Simply discuss this with us when we arrive. Please ensure the products provided are suitable for their intended use and tested by yourself, as we cannot be held liable for damages from unsuitable products.
Do I need to provide any other equipment?
We bring everything we need except for a toilet brush (for hygiene reasons) so please ensure there is a brush available in the bathroom for us to thoroughly clean your toilet(s).
Do I need to be home for the clean?
No. We just need a way to get in so we can complete the job. Some clients prefer to leave a key in the mailbox, or have a neighbour let us in – just be sure to let us know how to enter if you aren’t going to be home!
Please note if no one is home and/or we are unable to enter a 20% lock out fee may be charged.
How long will it take to complete the job?
Service times vary based on the number of bedrooms, bathrooms, the size of the family room, kitchen, and hallways… and how long it’s been since your last thorough cleaning.
A small, one bedroom unit may only take an hour, while a large six bedroom home could five hours or more. Most homes are somewhere in between. We will always do our best to accomodate your schedule.
Will my pet be OK to hang around during the cleaning?
We are animal lovers at heart and are more than happy to give Fido or Fluffy a quick pat while working. However if you think your fur baby will be overly anxious during our visit then consider making alternative arrangements for them on the day. Some clients find this is the perfect time to take their dogs for a walk to the park. We don’t want your pet to feel stressed out by us in your home!
How much is it to clean my home?
Is there a discount for regular service?
Yes, we currently offer a 5% off regularly monthly services.
What is your 200% Satisfaction Guarantee?
We want you to feel happy, relaxed and completely satisfied with us at Cleaner Casa, so if you’re not happy with your service just let us know within 24 hours and we will be back to fix it for free! If you’re still not happy, we offer a full refund. The strongest guarantee in the business.
What if I just had renovations done?
Please get in touch with us for a custom quote: email@example.com
How do I pay for my clean?
To streamline our service, we only accept Visa, Mastercard, and other major credit cards. When you book your service you will be required to enter your credit card details to secure the booking. We do not accept cash or cheques.
When will I be charged?
You credit card will be charged the day before service.
What if I need to cancel or reschedule?
We know how crazy it can get with kids, work and life in general, so we are happy to reschedule or cancel your booking at any time. You can either log into your account to make the changes, or contact us: firstname.lastname@example.org
- Cancellations made more than 12 hours in advance are free.
- Cancellations made less than 12 hours in advance will incur a 20% cancellation fee. (Because we have already allocated the time and staff for your job.)
- Rescheduling is always free.