Your Questions, Answered

Advise you will see what we can do and ask “can I start with some details?”

Ask for their postcode so that you can look up the rates in their area.

Our cleaners can provide an estimate over the phone or at your home for a cleaning service. Speak to your cleaner prior to start if you want them to work to a set budget or provide an estimate of the number of hours required to complete all of your tasks.

If a client has the time to put a list together or leave out some instructions, this helps the cleaner work to their priorities during the timeframe allocated

Yes, Although availabilities are lower and additional charges may be applied

We have individuals and cleaning teams of two. Remember, if we allocate a team of two, the clean is completed in half the time unless the additional person is training.

Yes. The cleaner placed will call / message the client to introduce themselves, Client can request to arrange a time to meet either before the job starts or on the start date by arriving 10-15mins early.

You can pay online or over the phone. We accept credit card, PayPal, Apple Pay, Google Pay, Alipay, Afterpay and POS. If you add extra services on the day, you pay before that extra work begins.

You can expect a reply within 1 to 2 business days. If your request is urgent, send through your details as soon as possible so we can review it promptly.

Yes. As some of our cleaners don’t have English as their first language, if a client can’t communicate adequately with their cleaner they need to let us know so another cleaner can be placed.

All you can say is “let me see what I can do for you” but if you think the client is being dodgy, refer to Team Leader.

No. There is no contract for booking our cleaning service. It can be started, stopped or paused whenever the client wants. Remind client though that the cleaner is relying on the work for regular income.

A service can be cancelled at any time without a penalty fee as long as the cancellation was made prior to the day of the booking (IE Booking is for Thursday, cancellation is made no later than Wednesday morning). if cancellation is made after the grace period a fee of $70.00 will be implemented. Advise the client that we hate to lose business so if they’re not happy with the service for any reason, let us know so we can fix it. The benefit of using our Agency is our job is to allocate the right cleaner for the client.

As our regular cleaners work to a weekly or fortnightly roster, we are unable to provide a 3 weekly service. See if the client would consider a fortnightly service or one-off Spring Clean before advising the rates. Our Spring Clean service can be booked every 3 weeks if that is something they would like to consider?

As our cleaners work to a weekly or fortnightly roster, we are unable to provide a monthly service. See if the client would consider a fortnightly service or one off Spring Clean before advising the rates. Our Spring Clean service can be booked once a month if that is something they would like to consider?

They cannot do anything unhygienic or unsafe or anything outside the scope of domestic cleaning.

No, Unless Specified in writing and responsibility is left with the Client. Beds and furniture are too heavy and could cause injury to the cleaner and damage to furniture and floors.

Yes, Days, Nights and weekends can be arranged.

Yes, Builders insurances are used and if inductions/medicals etc are needed they are paid for by the client.

Yes, We can do cleans after builders additional fees may apply. if it’s a small renovation job and it just needs a good vacuum, dust and mop, this is fine under our standard plans.

Our cleaners can address areas affected by mould, but we do not guarantee complete mould removal. They will inform you of the results achieved with the products available. Surface mould, which can be removed by rubbing, is typically manageable. However, embedded mould in porous materials like plaster or wood may not be fully removable. While bleach-based products can kill surface mould on nonporous surfaces, they do not penetrate deeper layers.

Yes. Find out who we need to invoice – if it’s a Disability/NDIS/Aged Care/Veteran Affairs/Insurance booking or similar, pass to David or Anoushka. If it’s a home office or private person wanting the cleaning invoiced to their company, send client ABN link.

Yes. Most cases will require a detailed quote, however we can provide the work on a hourly rate basis if preferred.

Yes. Cleaners are advised to leave a receipt or have our head office issue one for each service unless the client advises otherwise. If they don’t leave one out, ask them to please do so.

Yes

All our Cleaners work under a ABN

Yes. It is mandatory that all cleaners registered with the Agency to be police checked and reference checked. We also get to know them when they attend our Workshop once approved.

Yes. The client will need to ask the cleaner to provide that. We are not allowed to provide that information to the client.

Yes. Our cleaners are covered for Public Liability insurance and they also have Accident Insurance cover. A copy of the PL Certificate of Currency can be provided on request

Every policy is different so the client will need to check their policy. Some policies do provide cover but advise client you’ll send them a link in relation to this enquiry and SMS the Domestic Workers Compensation link.

Cleaners registered with The Clean hub are registered as independent operators and are covered by Personal Accident insurance with the Agency.

Cleaners registered with Absolute Domestics are covered by Public Liability Insurance. This means the client, along with any person other than the Cleaner, are protected from damage or injury caused by a Cleaner’s negligence. Being covered by Public Liability Insurance is one of the most important reasons for using our Agency.

Advise the client that theft is a matter for the police to investigate further. Escalate to your Team Leader if further assistance is needed.

Our cleaners are covered. However if contractors are needed we can not guarantee that they would be covered by Workcover. SMS the Domestic Workers Compensation link if client wants to find out more.

Workcover is designed to provide income protection for employees.

Send the Client the Domestic Workers Compensation SMS.

We service Newcastle and nearby areas across the Hunter, including Maitland, Port Stephens and the Central Coast. Send your postcode and we’ll confirm availability for your job.

Yes. We offer free quotes for most jobs. For specialist work, we may ask for a few details, photos, or a site visit so we can price it properly.