Q. Who do you service?

A. We service NDIS plan and self managed participants, also assisting those who are not with NDIS.

Q. How to book a service?

A. To book a cleaning service you can either book through the contact us page, or by calling our great team.

Q. What to do if I need to cancel a service?

A. If you need to cancel a service for any reason, we understand we just need a call, email or sms letting us know that you need to cancel, if you tell your cleaner to leave when they arrive and to cancel, it will be an immediate late notice cancellation fee. Under NDIS Guidelines it is stated the we need a 7 day (5 Business day) notice of a cancellation. If you cancel sooner than the 7 days we will process a cancellation charge.

Q. What is a late notice cancellation fee?

A. The late notice cancellation fee is a charge that is the amount the service would've been. E.g. 2 hour cleaning service cancelled, we will charge for the 2 hours of lost hours to pay our staff.

Q. Why do we charge for late notice cancellation?

A. We charge as the cleaners work very hard and the late cancelled service is hours lost for them. The late notice cancellation gets given to the cleaners so they are able to keep on servicing. In some circumstances this fee can be waived.

Q. How many cleaners will come to my home?

A. Most of the time the cleaners will come solo, we strive to make it the same cleaner each time if the service is changed frequently that can cause conflict in your preferred cleaners schedule. For bigger Pristine Spring Cleans there will be possibly 2 staff that will come to assist.

Q. Who monitors if the cleaners are doing a good job?

A. After each service you will get a message where we will request feedback, with your response we are able to monitor the cleaner and how they are performing with their assigned clients.

Q. How do I know who my cleaner is?

A. In your reminder it will have the cleaners name within, if it is not the case you can simply reply to the message asking or call the office.

Q. Do you provide the equipment and cleaning products?

A. We have hand-selected the products and chemicals that our Pristine Cleaners use. We have spent a lot of time finding great quality equipment and chemicals, for our team.

Q. Do you use eco-friendly cleaning products?

A. Yes, our cleaning products are eco-friendly.

Q. What if I am sensitive to strong smelling chemicals?

A. If you have any specific requirements, please let us know when you are scheduling a service so we can try find an alternative solution.

Q. Should I do a Pristine Spring Clean at the start of services?

A. Yes, we recommend beginning with our Spring Clean Service, especially if has been more than 4 weeks since your last cleaning service. This allows our cleaners to come in and get your home as Pristine as possible again. This means your regular services (min 2hrs) will just be upkeeping the basics. E.g. Kitchen, bathrooms, bedrooms etc.

Q. Do you do bond cleaning?

A. No, we do not offer bond cleaning, but we can do a Pristine Spring Clean to try and assist, but no guarantee for passing final inspection as this is not covered under NDIS.

Q. What is the process of ceasing services?

A. To cease services we need it written in an email or by phoning us advising when you'd like the services to be stopped. Please advise 2 weeks in advance if it is late notice you will be charged the the final service. If not a late cancellation there will be no fee.

Q. Why do you charge for travel?

A. We charge for travel to pay the cleaners for travel costs and any other expenses that may come up due to travelling to all their clients.

Q. What if I am unhappy with my clean?

A. We accept all types of feedback, feel free to contact our team by giving us a call, email or reply to the sms after your service for feedback. We will investigate with the cleaner then contact you to see if we can resolve any concerns.

Q. Can I request a change of cleaner?

A. Yes you can, you can let our team know by calling, emailing or sending an sms and we will discuss the other options we have available. 

Q. How do inspections work?

A. We book an inspection, this can take up to 1 hour depending on how complex the cleaning situation is. We will create the service agreement on site or after the inspection. If completed on site you can have a look and if you are happy then you can sign, we will then (if plan managed) send it to your support co-ordinator for approval. We can get it e-signed or in some circumstances we can drop by your home to get you to sign it if needed.

Q. What are service agreements?

A. A service agreement is a legal document which outlines the services provided, along with the hours and travel calculated up with an estimated total. It will have a list of any special instructions you may have for any part of your home. 

Q. How often do I need a service agreement? 

A. For NDIS clients, when your plan ends and you get new dates, we will create an updated service agreement with the new dates, this also needs to be updated if services change from e.g weekly to fortnightly. For non NDIS clients you will only need an updated service agreement if the pricing changes, or you'd like to alter your regular services creating a new total, which needs to be signed that you are happy with the changed estimated total. This can be e-signed or done in person if you are unable to complete on your phone, tablet, laptop/computer.

Q. Can I start services without a service agreement?

A. In very particular circumstances, yes, with written approval from your support co-ordinator or yourself if you are self managed or non NDIS. But we need a signed service agreement to continue services in most circumstances.