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Help & FAQs

Getting Started

How do I create a Byron Home Cleaning Account?

There are a few ways in which you can create a Byron Home Cleaning account. The first easy way is to book a cleaning with us, this will automatically create an account for you which you can regularly log in to make updates to your cleaning schedule. The other way is to click on the “Log In” at the top menu bar, once the page loads click on the “sign up” at the bottom of the page & this will take you to the sign up form where you can then create an account.

Do you service my area?

We regularly service the following areas:
Bangalow
Billinudgel
Binna Burra
Broken Head
Brunswick Heads
Byron Bay
Coopers Shoot
Coorabell
Cumbalum
East Ballina
Ewingsdale
Federal
Lennox Head
Mcleods Shoot
Mullumbimby
Myocum
Nashua
New Brighton
Newrybar
Ocean Shores
Possum Creek
Skennars Head
South Golden Beach
St Helena
Suffolk Park
Talofa

Please call us to discuss a cleaning if your suburb is not listed above.

What is included in a standard cleaning?

Our house cleaners will put in as much effort as it takes to get your home looking as good as new. Have a look below to see what’s included:
ALWAYS INCLUDED
Experienced Cleaning Team (one or two cleaners)
Cleaning products and equipment (Vacuums, Mops, etc.)
Amazing & unlimited customer service through email, phone, or chat.
100% Happiness guarantee
BEDROOM, LIVING ROOM AND ALL COMMON AREAS
Empty bins
Dust & wipe down all surfaces
Clean cobwebs
Clean light switches and doorknobs
Dust furniture
Clean window ledges
Make beds (upon request)
Clean hallways, staircases
Quick de-clutter of floors
Wipe down electronics
Vacuum and mop all floors
BATHROOMS
Clean all surfaces
Scrub toilets
Clean outside of cabinets and drawers
Clean sinks
Rinse and wipe bathtubs
Clean mirrors
Empty Bins
Vacuum and mop all floors

KITCHENS
Wet wipe outside of fridge, bottom lip inside fridge, spot clean shelves
Clean all surfaces
Wipe down outside of appliances, and inside of microwave
Clean sink
Clean stove
Wipe down outside of oven
Clean outside of cabinets and drawers
OPTIONAL EXTRAS
End of lease & Move out/in available on checkout
Deep Cleaning
Inside Cabinets
Inside Fridge
Inside Oven
Interior Windows
Washing Dishes
Skirting Boards
Blinds
Walls

SERVICES EXCLUSIONS
Chandeliers, Light Bulbs, Bio-hazards(Mold, etc.), Hoarding, Animal Waste, Heavy Lifting or Moving (Items heavier than 10kg), Cobwebs, High Reach Areas (More than 2 step ladder), Upstairs Exterior Windows.

WEEKLY AND FORTNIGHTLY CLEANS WILL INCLUDE THE FOLLOWING TASKS ON ROTATION OR AS NEEDED.
Cleaners must fill out the ‘Above and Beyond’ note to advise the homeowner of any extras included in the clean.

Wipe top of fridge
Periodically clean all shelves inside fridge
Periodically clean metal racks from gas stove (In the dishwasher and wash on intensive mode or by hand).
Periodically remove rangehood filters and clean (In the dishwasher and wash on intensive mode, or by hand)
Periodically (6 months or when requested) use client supplied oven cleaner for a full clean.
Wipe inside draws and cupboards
Clean inside washing machine where soap and dirt builds up
Periodically wipe blinds/window furnishings
Vacuum under couch cushions
Clean/condition leather couches
Fan/s in
Window and/or sliding door tracks
Wipe electrical cords
Spot clean walls
Clean behind moveable furniture
Use a long duster to wipe under furniture that the vacuum and mop won’t fit under
Inside and outside of windows and fly screens
Door and window jambs
Wiped front and back of doors, especially around handles
Wipe architraves

How much will it cost?

Check out our booking page for pricing.
Flat rate pricing is based on the number of bedrooms and bathrooms in your home. If your home had not been professionally cleaned for over 1 month, you will need to select ‘deep clean’ to allow our cleaners extra time to thoroughly clean your home.
What is a Deep Clean?
A deep clean is for first-time customers or customers who haven’t had their home professionally cleaned in the past 1 month. This allows our cleaners additional time to thoroughly clean your home.

Do you bring your own cleaning supplies, products and equipment?

Absolutely. Most cleaners use vinegar and water solution for surfaces. We also recommend our contractors use dish soap, cream cleanser, mould killer for mouldy shower grout and a bleach based cleaner for the inside of toilets.

We ask that clients supply specialty cleaners such as leather cleaner or wood floor cleaner. We will use vinegar and water solution on couches and floors unless directed otherwise.

Please advise us in advanced if you use a septic tank as bleach based cleaners can cause problems.

Can I request special tasks or extras?

Of course, just add them to your booking via the extras section. If you have any other special requests, please call us or discuss with your cleaner on the day.

Our cleaners rotate spring cleaning tasks during their fortnightly and weekly cleans.

Manage Your Account

How do I log into my account?

Simply click on the “Log In” tab on the top menu and you will be sent to the Log In page, from there you can fill in your user name and password details to log in to your account.

How do I change my password?

When you are logged in to the customer portal, simply click on your name in the top right hand corner & in the drop down menu you will see Change Password which you can then click to make changes. Once you fill in the details & click save, your password will automatically be updated.

How do I reset my password?

To reset your password is the same as changing your password. When you are logged in to the customer portal, simply click on your name in the top right hand corner & in the drop down menu you will see Change Password which you can then click to make changes. Once you fill in the details & click save, your password will automatically be updated.

How do I change my address?

You can change your address by logging into your account and clicking your name in the top right hand corner. You can then select “Edit Contact Info” and enter your new address details & hit save. The system will automatically update your address details.

How do I change my credit card?

You can change your credit card by logging into your account and clicking your name in the top right hand corner. You can then select “Billing Info” and enter your new credit card details. To save, press “Add Credit Card”.

How do I book my first appointment?

You can book your first appointment by clicking on the Bookings Page & filling in all your details. Start with:

STEP 1: WHO YOU ARE

This information will be used to contact you about your service. Your name, email & contact phone number details.

STEP 2: YOUR HOME

Where would you like us to clean? This is Your Address Details.

STEP 3: CHOOSE YOUR SERVICE

Tell us about your home. Here you can choose how many rooms or bathrooms you need cleaned also how often you want it done? Choosing weekly cleans gives you a 20% discount on the regular cleaning price, you can also choose a one off clean or fortnightly (15% off) & monthly (10% off) cleans as well.

STEP 4: SELECT EXTRAS

Adds extra time to the booking. This is where you can choose what optional extras you want with your regular clean like cleaning inside the oven or inside kitchen cabinets, these are extras which aren’t included in a regular clean, see “What is included in a standard cleaning”.

STEP 4.1: WHEN WOULD YOU LIKE US TO COME?

This is where you add the date and time that you would prefer to get your house cleaning done.

STEP 4.2: CUSTOMER COMMENTS

Anything we should know about? You can add any special requests here like something which you cant find in our booking form.

STEP 4.3: HOW WILL WE GET INSIDE YOUR HOME?

This is where you let us know how we can get in to your home. Sometimes customers cant be at home whilst we’re cleaning, usually we organize for a key to be left somewhere for our cleaner to find like under a pot plant or door mat. Also you can let us know if your date & time is flexible, this way our cleaners can find the best time possible to clean your home.

STEP 4.4 DISCOUNT CODE

We have Gift Cards available which can be used to purchase a cleaning service. Upon purchasing a gift card you will receive a code which can then be used to give you a discount, we also sometimes run competitions and giveaways with coupons which have discounts. Any of these can be used and will automatically take the correct percentage off your next clean when making a booking.

STEP 5: SELECT PAYMENT

This is where you enter your credit card information. You will be charged after service has been rendered. 

STEP 6: BOOK NOW

This is where you click to make your booking, its a good idea to go over all your details to make sure that you have filled everything out. Once you’re comfortable and have read our TOS & Privacy Policy then you can click Book Now and your service will be booked. On your right hand side you will see your booking summary, you will also receive an email with your booking confirmation.

 

Pricing & Policies

How do I use my Gift Card credits?

It’s great that you have some Gift Card credits! To activate your gift card credits, check your email which has the gift card with your name & message on it, if you have a look at the bottom of your card you’ll notice your gift card code which looks something like Example: Code: F428-8AAA-CF07

You’ll want to copy the 14 digits (F428-8AAA-CF07) section only, then you’ll paste that code in to the bottom section of the booking form in the “Discount Code” field. Once you paste it in, you’ll click on to apply and you should see the difference of the price change according to the amount of credit you have on your Gift Card. You can then go & fill in credit card details & make your booking.

 

 

How can I view my Gift Card credits?

You can view your Gift Card credits by logging into your account and clicking gift cards in the top menu bar. You can then select “redeemed gift cards” which will take you to a page with two options, you’ll have the “redeemed” section and an option to choose “active”, this is the section to click so you can find out details about your gift card credits. Another way for you to find out your gift card credits is to simply check your email which has your gift card, the amount will be in the top right hand corner of the card.

Can I apply a coupon to an existing appointment?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

What are some of the Pricing & Policies?

Hoarding & Hazardous Condition Policy

If your property is deemed a hazardous cleaning situation that goes over and above our normal cleaning environment, our cleaners have the right to walk away. Upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.

Breakage and Loss Policy

Our cleaners are required to notify the homeowner of damages in person, via telephone, SMS or note. If there is a breakage or loss during your cleaning for which you were not notified, notification of such an event must be made to Byron Home Cleaning within 48 hours of service, by email or phone. We manages breakages and damages on an individual basis.

Late cancellation fees

We spend a lot of time arranging the right cleaner for you and hold a place in our schedule for you. We ask for 48 hours notice for all cancellations. Cancellations made the day of your appointment will incur a $50 charge.

Am I required to enter my payment information?

Yes, we require your payment details to secure a professional home clean booking. We do not charge your card until after your clean has been completed.

Do I have to be present for a cleaning?

It’s your choice to stay around or go out and take advantage of your free time. If you will not be home, we require entry details such as key location.

If you are starting a new regular service, it is always best to meet your cleaner and walk them through the house, pointing out any priorities, exclusions, and other areas of concern.

Are there any late cancellation fees?

We spend a lot of time arranging the right cleaner for you and hold a place in our schedule for you. We ask for 48 hours notice for all cancellations. Cancellations made the day of your appointment will incur a $50 charge.

Please read our Terms Of Service for more information.

Trust & Safety

Can I trust my cleaning professional?

Our cleaners are rigorously screened, reference checked, trial run and rated by other clients. They also sign a contractor agreement, confidentiality agreement, safety and security agreements.

Cleaning contractors and employees are covered by appropriate insurances, including public liability and workcover.

If you have any concerns, please call us on 0451 102 239.

What happens if something goes wrong during my appointment?

Breakage and Loss Policy

Our cleaners are required to notify the homeowner of damages in person, via telephone, SMS or note. If there is a breakage or loss during your cleaning for which you were not notified, notification of such an event must be made to Byron Home Cleaning within 48 hours of service, by email or phone. We manages breakages and damages on an individual basis.

Please read our Terms Of Service for more information.

Is my billing information kept safe and secure?

Yes. our website is SSL protected, and your details are secured via Stripe  (similar to PayPal). We cannot access your card details.

Do the cleaning professionals go through a background check?

We know inviting someone into your home is a big deal. All our professional cleaners are carefully vetted by us so we choose the right person to care for your home. Our cleaners are rigorously screened, reference checked, trial run and rated by other clients. They also sign a contractor agreement, confidentiality agreement, safety and security agreements.

 

 

What is your 100% satisfaction guarantee policy?

Our Happiness Guarantee represents our commitment to you. Should you have a concern with our cleaning service you have received, we will work with you to make it right.

Here’s the procedure:

  • Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues.
  • 48 hours grace period is given for Move-in/Move-Out cleans.
  • We will re-schedule 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. 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 fairly provide a discount on your service.

Our Happiness Guarantee represents our commitment to you. Should you have a concern with the cleaning service you have received, we will work with you to make it right by offering a next day re-clean of areas of concern or a fair discount.

What is your refund policy?

We do not offer full refunds. If you are not 100% happy with your clean, we will be happy to work with you to make it right. We can offer to re-clean areas of concern, change your cleaning professional for a future booking, or offer a discount on your clean.