Frequently Asked Questions & Policies
We have collected the most common questions about bookings, cancellations, bond guarantees and Airbnb management so you can feel confident before you book.
General Questions
Which areas do you service?
We currently service most suburbs within metropolitan Sydney. If you are unsure, send us your full address and we will confirm availability and any travel surcharges before booking is finalised.
Do I need to be home during the clean?
You are welcome to be present, but it is not required. Many clients provide access via lockbox or building manager. For first-time visits we recommend a quick walkthrough at the start and at the end to align expectations and sign off the job.
Bookings & Cancellations
How do bookings and rescheduling work?
All bookings are confirmed via email or SMS after we receive your quote request. To reschedule, please contact us at least 24 hours before your appointment so we can adjust our roster. Same-day changes are subject to availability and may incur an adjustment fee.
What is your cancellation policy?
Cancellations made more than 24 hours before the scheduled start time incur no fee. Cancellations within 24 hours may attract a late cancellation fee, especially for End of Lease and large deep-clean bookings, as we reserve a longer time slot for your job.
Service-Specific Policies
How does the 72-hour bond-back guarantee work?
Our End of Lease cleans follow a detailed checklist designed around typical real estate and property manager expectations. After the clean, you or your agent should conduct the outgoing inspection. If the agent raises a cleaning-related issue within 72 hours, we will return once for free to address those specific items, as long as the property has remained vacant and no new damage or dirt has been introduced.
What happens if an Airbnb guest causes damage?
Our cleaners will note and photograph any visible damage or unusual wear they observe at the start of the clean. We will share these images with you so you can lodge a claim with Airbnb or your insurer. Our service includes cleaning of reasonable soiling, but we are not responsible for structural damage, broken items or stains that cannot be removed with professional cleaning methods.