Frequently Asked Questions
What will my cleaner bring to the service?
All of our cleaners come fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect all cleaning equipment between services, and use colour coded cleaning cloths to prevent cross contamination across all surfaces.
Do I have to be home during the service?
This is entirely up to you – you can be there for the service, let the cleaner in and leave or not be home at all.
Can I give the cleaner a key?
Unfortunately, we do not accept keys from customers due to security reasons.
We recommend using a key lock box (available from most hardware stores) for security and convenience. Otherwise, you can leave your key and let us know in the booking details.
Breakage and Loss Policy?
If there is a breakage or loss during your cleaning, notification of such an event must be made to SLB Cleaning Services within 48 hours of service, by email or phone. Once we receive the notification, a form will be sent to you to be filled out. Please note the form needs to be received within 30 days after the incident occurs.
How do I cancel my booking?
You can cancel your service at any given time, by phone or email. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, 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, but on occasion the fee must be charged.
How long it will take to clean my house?
No two properties are the same and every clean is different. The time spent on cleans depends on the number of rooms in the house and the level of cleaning needed. We will come out and provide a quote of estimated hours to complete the clean prior to booking the service.
What services don’t you offer?
We don’t offer cleaning of Chandeliers, Light Bulbs, Biohazards (mould, human and animal blood and waste), Hoarding, High Reach Areas (More than 3 step ladder), Exterior Windows on a multi-level structure.
Are your cleaning teams pet friendly?
Yes. Our cleaning teams love pets.
What is the 100% Clean Satisfaction Guarantee?
We pride ourselves on attention to detail and our high quality cleaning standards. However, if for any reason you are not completly satisfied with our cleaning service, we will return to fix any issues for free.
Simply email us within 48 hours of your cleaning service and provide us with details of your concerns and provide photos.
48 hours grace period is given for End of Lease cleans.
Our team will return to your home and address the areas of concern. Please note that re-cleans must be completed within 7 business days of last service.
After the re-cleaning, if you still have concerns regarding the clean, we will review your issues once again and if we are unable to address your concerns, we will provide a credit or a refund to you.
What is your breakage and loss policy?
If there is a breakage or loss during your cleaning, you must notify us within 48 hours of service, by email or phone. Once we receive the notification, a form will be sent to you to be completed. Please note the form needs to be received within 30 days after the incident occurs.
How do I pay for my cleaning service?
We invoice you by email once the service is complete. Invoices are due 7 days after date of issue. If the invoice is not paid with 7 days you will be sent a reminder and a late fee will apply.