Frequently Asked Questions
What locations do you service?
Our team services locations throughout the Geelong and Surf Coast region including: Anglesea, Barwon Heads, Bellbrae, Belmont, Ceres, Connewarre, Geelong, Jan Juc, Leopold, Newtown, Ocean Grove, Torquay, Wallington & Waurn Ponds.
Do I have to be home during the cleaning service?
This is entirely up to you – you can be there for the service, let the cleaner in and leave, or you don’t need to be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.
Will I get the same cleaner for each service?
Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaner being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are some circumstances out of our control that may impact your booking.
Do you clean under furniture?
We will move and clean under small objects and light furniture. We will also vacuum/mop under heavy furniture (such as beds and couches) where possible however we will strictly not move heavy items, due to the high risk of scratching floors. We are happy if customers would like to move furniture for us but cannot instruct the cleaning teams to do so themselves.
How can I cancel my cleaning service?
You can cancel your service at any given time, either online or over the phone, we have no lock-in contracts. Please note: all cancellations must be made 48 hours before the service is to take place. If a cancellation is made within 48 hours, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work, we can sometimes waive this fee.
Do your cleaners have police checks?
Yes, all of our cleaners are required to submit all checks before they commence any work. Once our cleaners have passed a phone interview with our office staff, they will be invited to have an interview with our director. This is where he runs through all of our guidelines and procedures. All of our cleaners must have an extensive cleaning history to be able to work for us.
What happens if damage is caused during the service?
In the rare instance that damage is caused as a result of our service, please contact our team and provide photos within 48 hours of the date/time of your service. In the event that damage has been caused due to fault/negligence of our team, we will first seek to repair the item. Depending on the value of the repair, up to 3 quotes may be required. When a repair is not possible, a suitable replacement will be sought, and proof of purchase will be required. All quotes and proof of purchase must be provided within 15 days of the complaint being lodged.
How much does a cleaner cost?
We offer professional cleaning at reasonable prices! We work off a flat rate so that our prices are not impacted if a service takes a little longer on occasion. Our main objective is to complete your service to your ultimate satisfaction. Each property is individually assessed for service rates according to the size and scope of your requirements.
Can I apply to work for Surf Coast Cleaning Crew?
Yes, of course! We are always on the lookout for enthusiastic team members with a passion for making a positive impact on people’s lives to join our team of Geelong cleaners. To learn more about joining the Surf Coast Cleaning Crew, you can apply via our website.
How do I contact the office regarding my service?
You can contact the office via phone –- our office hours are 7am – 5pm Monday to Friday
Email: hello@surfcoastcleaningcrew.com.au
Phone: 1800 845 292
If we haven’t answered your question here, please contact us for more information about our cleaning services.