Question 1

Do you have a cleaner for today?

Accepted Answer

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

Question 2

What are your rates?

Accepted Answer

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

Question 3

Can the cleaner come out and quote?

Accepted Answer

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.

Question 4

Do I need a list?

Accepted Answer

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

Question 5

Do you have cleaners who work evenings?

Accepted Answer

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

Question 6

How many cleaners will turn up?

Accepted Answer

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.

Question 7

Can I meet the cleaner first?

Accepted Answer

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.

Question 8

How can you pay for your booking?

Accepted Answer

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.

Question 9

How quickly can you expect a reply?

Accepted Answer

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.

Question 10

Do the cleaners speak English?

Accepted Answer

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.

Question 11

What if the client requests a cleaner based on gender, age, race or nationality?

Accepted Answer

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.

Question 12

Am I locked into a contract?

Accepted Answer

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.

Question 13

What is your cancellation policy?

Accepted Answer

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.

Question 14

Can I have a 3 weekly service?

Accepted Answer

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?

Question 15

Can I have a monthly service?

Accepted Answer

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?

Question 16

What jobs don’t the cleaners do?

Accepted Answer

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

Question 17

Will the cleaner move beds and furniture?

Accepted Answer

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.

Question 18

Do we clean offices? Commercial buildings?

Accepted Answer

Yes,

Days, Nights and weekends can be arranged.

Question 19

Do we offer builders cleans?

Accepted Answer

Yes,

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

Question 20

Do we do cleans after renovations?

Accepted Answer

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.

Question 21

Do your cleaners provide mould removal services?

Accepted Answer

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.

Question 22

Can the cleaner invoice me?

Accepted Answer

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.

Question 23

Do you service insurance clients?

Accepted Answer

Yes.

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

Question 24

Can I get a receipt?

Accepted Answer

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.

Question 25

Does this price include GST?

Accepted Answer

Yes

Question 26

Will my cleaner have an ABN?

Accepted Answer

All our Cleaners work under a ABN

Question 27

Have the cleaners been police checked?

Accepted Answer

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.

Question 28

Can I sight the cleaner’s police check?

Accepted Answer

Yes.

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

Question 29

Is the cleaner insured?

Accepted Answer

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

Question 30

Does my home insurance cover my cleaner?

Accepted Answer

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.

Question 31

What happens if the cleaner is injured in my home?

Accepted Answer

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

Question 32

What happens if the cleaner damages something in my home?

Accepted Answer

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.

Question 33

What happens if the cleaner steals something?

Accepted Answer

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

Question 34

Are the cleaners covered for Workcover?

Accepted Answer

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.

Question 35

What does Workcover provide?

Accepted Answer

Workcover is designed to provide income protection for employees.

Question 36

What insurance is needed as the website is not clear?

Accepted Answer

Send the Client the Domestic Workers Compensation SMS.

Question 37

Do you service your area?

Accepted Answer

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.

Question 38

Do you offer free quotes?

Accepted Answer

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.

Your Questions, Answered

Help Center

Do you have a cleaner for today?

What are your rates?

Can the cleaner come out and quote?

Do I need a list?

Do you have cleaners who work evenings?

How many cleaners will turn up?

Can I meet the cleaner first?

How can you pay for your booking?

How quickly can you expect a reply?

Do the cleaners speak English?

What if the client requests a cleaner based on gender, age, race or nationality?

Am I locked into a contract?

What is your cancellation policy?

Can I have a 3 weekly service?

Can I have a monthly service?

What jobs don’t the cleaners do?

Will the cleaner move beds and furniture?

Do we clean offices? Commercial buildings?

Do we offer builders cleans?

Do we do cleans after renovations?

Do your cleaners provide mould removal services?

Can the cleaner invoice me?

Do you service insurance clients?

Can I get a receipt?

Does this price include GST?

Will my cleaner have an ABN?

Have the cleaners been police checked?

Can I sight the cleaner’s police check?

Is the cleaner insured?

Does my home insurance cover my cleaner?

What happens if the cleaner is injured in my home?

What happens if the cleaner damages something in my home?

What happens if the cleaner steals something?

Are the cleaners covered for Workcover?

What does Workcover provide?

What insurance is needed as the website is not clear?

Do you service your area?

Do you offer free quotes?