FAQ

A Deep Clean is for first-time customers, or customers who haven't had their home professionally cleaned in the last three months. To see the extra things we do for deep cleans check out our Services page.

A team of 2 people is our standard, but sometimes an extra team member can come when needed. However, we send a single-person team when the job is small (Studio/1BR/Touch-up jobs).

Yes, upon request. Please understand that cleaners have personal lives, and can get sick, or request leave. If that occurs we’ll ask to either reschedule, or send a different cleaner.

Many factors determine how long it will take to clean your place of residence such as the condition of your home, the size of your home, whether you have carpet or hard floors and how many cleaners you want to clean your home. To be able to give you an accurate quote, please answer the questions accurately on our contact page and we will contact you back to give you an accurate quote.

You do not! However if it’s your first time signing up for a Kai-Zen clean, initial introductions always help develop the personable relationship with your home cleaner.

Yes, all cleaners have insurance.

Yes! It is actually preferred after the initial visit. This way we’re not holding you up if there’s traffic or if parking is a little harder than usual to find.

At Kai-zen Clean, we acknowledge that on extremely rare occasions accidental damage can take place. That's why we are fully insured for damages, not only as a company but our cleaning partners we work with.

Our damage claim process needs to be followed to ensure that you are either reimbursed or have your item/fixture fixed in the quickest possible way.

This is quite rare, but when it does happen, it’s often due to the need for more time because of cleanliness issues. If this occurs and the cleaners have another booking after yours, a new appointment will need to be made. However, if they don’t have another booking, you can choose to pay extra for the additional time they spend completing the cleaning.

Yes, this is to ensure your day and time is reserved. This may seem inconvenient and unorthodox for a service company. But due to fraudulent billings in the past, we’ve changed to this standard to ensure all cleanings are paid for before service.

If we cannot successfully capture charges prior to your booking we cannot confirm your booking, and will cancel it.

An additional booking must be made if the cleaners have another booking. In most cases this is because the lack of cleanliness required more time to begin with. If they don't have another booking straight after then you have the option to pay extra for the extra time they spend finishing the clean.

Generally, yes, if the furniture is under 10 kg then, our teams will move it. However, due to OH & S and the threat of damages, we don't move large lounges, armchairs, beds, or large appliances like fridges, washing machines, and dryers.

Upon booking your cleaning service, we do ask that parking be made accessible for our cleaning teams.

In suburbs like Sydney's CBD, North Sydney, Surry Hills, Chippendale, Ultimo, Glebe, Kings Cross and Redfern, parking can be very hard to come by.

Our cleaning team comes fully equipped with a cleaning caddy, chemicals and other equipment. It isn't feasible for them to walk long distances to be able to clean your home.

We request that parking be pre-arranged and if parking needs to be paid for, we will add this to the cost of the booking.

This will be confirmed with you prior to our arrival.

When booking a time slot, please note that this is an arrival window. So, if you book for your cleaning team to attend at 7 am, this means that they will arrive between 7-8 am.  If this is not suitable for you, please contact us to see if we can make alternate arrangements.

Our fair go policy stipulates that our cleaners are only human and will do their best, work diligently at all times and respect your home or office.

We have zero-tolerance for any racism, belittling or discriminatory remarks, or behavior that makes our cleaning teams feel uncomfortable.

Whilst we understand inviting someone into your home is not a small task, this does not give anyone the right to wantonly behave in a condescending aggressive manner to our staff.

Our terms and conditions stipulate that our cleaning teams will use their discretion to leave a job where they feel belittled, uncomfortable or unsafe.

Our 100% Guarantee represents our commitment to you. Should you have concern with our cleaning service you have received, we will work with you to make it right. Here's the procedure:

• Call or email us within 12 hours of your cleaning and provide us with details of your concerns and/or issues.
• A 48 hours grace period is given for Move-in/Move-Out cleans.
• We will reschedule the clean at no cost to you on the following business days. Our team will return to your home and address the areas of concern
• 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 fairly provide a credit or a refund to you.

We require 24 hours' notice for cancellations without a fee. We go to great lengths to arrange a schedule for our cleaning teams and cancellations within 24 hours of service mean our teams lose work.

Cancellations at the door without any prior notice incur a full-price cancellation fee.

We serve within a 35km radius of Sydney CBD but will travel further for bigger-sized jobs. Extra charges may apply.