HELP & FAQ

Trust & Safety

What is your refund policy?

If something is not done to your expectations, please let us know. We’ll send a team out to make it right (within a 5-day window). If after our re-clean is completed and you are still not happy with service, we offer a full refund.

What is your 200% satisfaction guarantee policy?

If you are not content with your cleaning, we will come out and re-clean (within a 5-day window). If you still do not think we did a good enough job to recommend us to your friends, we will refund your money.

Do the cleaning professionals go through a background check?

Yes, they do. We run a detailed nationwide background check on all applicants as the last step in our pre-screening process.

Is my billing information kept safe and secure?

We have three levels of security in place. First off, our booking page is protected by extended validation SSL. Secondly, our booking form has its own layer of 256-bit security. Third, credit card transactions are processed by Stripe and are layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very seriously.

What happens if something goes wrong during my appointment?

If something goes wrong, we are here to make it right. Please let us know right away and we will be there to take care of it. That is our promise to you

Can I trust my cleaning professional?

All our Cleaners are interviewed and pass a nationwide detailed background check. Only about 5% of the people that apply end up working as a CleanSensation certified cleaner.

Manage Your Account

How do I book my first appointment?

Simply go to our booking form and schedule your appointment online. Alternatively, you can give us a call or send us an Email if there are any issues at all.

How do I change my credit card?

Log into your account at and update your card on file. Your new card will automatically be noted as your default card.

Getting Started

Can I request special tasks or extras?

Sure thing. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.

Do you bring your own cleaning supplies, products and equipment?

We bring our own cleaning supplies but please let us know if you have any special requests and we would be happy to accommodate you if possible. Normally, we use green products for our cleanings. We also provide the equipment necessary to deliver to you a prime service such as a vacuum, mop, broom, cleaning cloths.

How much will it cost?

We price based on the number of bedrooms and bathrooms in the home. Select the number of each one and the price is shown instantly on the website. We also offer a Customised Hourly Rate for a minimum job of 2 hours onwards.

What is included in a standard cleaning?

Standard cleaning considers everything that involves cleaning a home or apartment. Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc. We do offer extra services like cleaning inside the fridge and inside the oven among others, and those can be selected on the booking form when you select service.

Do you service my area?

If you are within the Melbourne Metropolitan area, absolutely. If we can reach your home within one hour of Melbourne, you will be able to book us to help you clean your house.