SERVICE POLICIES
SERVICE POLICIES - CLEAN NATION
Our policies explain how our cleaning services work. We want to make things clear and easy to understand. Please read through these policies so you know what to expect when you book with us.
WHAT IS OUR SERVICE POLICY?
Clean Nation offers professional cleaning services for homes, offices, and businesses across Australia. These service policies explain the rules and promises we make to each other. When you book a cleaning service with us, you agree to follow these policies. We are open 24 hours a day, 7 days a week to serve you.
HOW TO BOOK AND WHAT TO EXPECT
- You can book a cleaning service with us online, by phone, or through our website. Here is what happens:
- Tell us what service you need (home cleaning, office cleaning, end-of-lease cleaning, etc.)
- Choose a date and time that works for you
- Give us your address and contact details
- Pay online securely using credit card, bank transfer, or Afterpay
- We send you a confirmation by email with your cleaner’s details
Once you book with us, you agree to our service policies. We will send you a professional, trained, and police-checked cleaner who is fully insured. Our team works quickly and carefully to deliver the clean you want.
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SITE SURVEY AND HOW PAYMENT WORKS
Before we start your cleaning service, one of our Clean Nation visitors will visit your property. This is an important step that helps us give you the best cleaning possible.
What Our Visitor Does:
- Visits your property to see what needs to be cleaned
- Makes a detailed checklist of all areas
- Checks for any special needs (carpets, tiles, windows, etc.)
- Looks at the property condition to plan the cleaning correctly
- Takes notes and photos if needed
- Answers any questions you have about our service
Why Do We Do a Site Survey? This visit helps us understand your property better. We can give you an accurate price, send the right number of cleaners, and make sure we have the right equipment and products. This is how we promise high-quality cleaning every time!
When You Pay (50% After Site Survey):
Step 1 – Initial Booking: You pay a small booking fee online when you make your appointment
Step 2 – Site Survey Visit: Our visitor comes to your property and checks everything
Step 3 – 50% Payment: After the site survey is complete, we charge 50% of the total cleaning cost. This payment confirms that you are ready for the cleaning service.
Step 4 – Final Payment: After the cleaning is finished, you pay the remaining 50%
Payment Details:
- 50% payment is charged within 24 hours after the site survey
- This payment is non-refundable if you cancel after the site survey (see cancellation policy)
- The 50% payment counts as your commitment to the cleaning appointment
- Final payment is due within 24 hours after cleaning is complete
- We accept credit card, bank transfer, and Afterpay
CANCELLATION POLICY
We know that plans change sometimes. If you need to cancel your cleaning appointment, we are happy to help. Here is how it works:
- Cancel within 24 hours of your booking (same day or next day) = No cancellation fee (FREE)
- Cancel after 24 hours = 50% of your booking cost
Why do we charge a 50% fee after 24 hours? When we receive a cancellation more than 24 hours before your appointment, we have already assigned a cleaner to your job, scheduled their travel time, and prepared equipment. The 50% charge helps us pay our team fairly for the time they prepared for your cleaning.
RESCHEDULING POLICY
Need to move your cleaning to a different date or time? No problem! We can reschedule your appointment for free if you give us at least 24 hours’ notice. Just contact us as soon as you can.
SHORT-NOTICE CANCELLATIONS AND SAME-DAY CHANGES
If you cancel or reschedule your cleaning within 24 hours of the scheduled service:
- Same day (after the cleaner is on the way) = Up to 100% of your booking cost
- If the cleaner has to leave because you aren’t home = Up to 100% of your booking cost
This is fair because: When our cleaner is already traveling to your address or has arrived, we lose time and money. We still have to pay them for coming. These fees help us cover those costs.
WHAT IF WE CANNOT ACCESS YOUR PROPERTY?
For a cleaning service to take place, our Clean Nation team needs to enter your home or office. Here is what you need to do:
- Make sure someone is home, OR
- Leave us a key or gate code, OR
- Tell us exactly how we can get inside
If we cannot get into your property:
We may charge a waiting fee based on the number of cleaners assigned to your job. Each cleaner costs between $30 to $60 per hour to wait or try to reach you. For example:
- If 1 cleaner is waiting = $30 to $60 per hour
- If 2 cleaners are waiting = $60 to $120 per hour (both cleaners’ time)
- If 3 cleaners are waiting = $90 to $180 per hour (all three cleaners’ time)
If we cannot access the property at all, we may charge the full booking cost. This helps us pay all our cleaners for their time and travel.
PETS
We are animal lovers! If you have pets at home, please let us know when you book your cleaning. Here is what we need to know:
- Will your pets be at home during the cleaning?
- Do they need to be locked in a safe room or secured?
- Are there any behaviors we should know about (like barking or escaping)?
- Do you have any special pet cleaning areas (pet beds, toys, etc.)?
Why this matters: Knowing about pets helps us plan our cleaning better and keeps your pets safe. We will be careful around pet areas and equipment. If your pet has special needs or behaviors, please tell us so we can work safely around them.
TELLING US THE TRUTH ABOUT YOUR PROPERTY
When you book a cleaning, please tell us the truth about your property. This helps us give you an accurate price. For example:
- Tell us how many bedrooms and bathrooms
- Tell us if there are special areas that need extra cleaning
- Tell us if the property is very dirty and needs deep cleaning
- Tell us about any carpet, rugs, or special flooring
If the property is different from what you told us: We may need to charge extra for extra work. We will always ask you first before doing any extra work. We will call or text you to confirm and get your OK before charging any extra amount.
PRICING AND EXTRA CHARGES
Our prices are clear and transparent. Here is what you need to know:
How Our Pricing Works:
- The price you see online is based on cleaning the areas you book with us
- We will clean everything you asked for in your booking
- We check all these areas carefully during the cleaning
Extra Charges Happen When:
- During cleaning, we discover areas that need extra care and are NOT included in your original booking. These extra areas are charged separately. For example:
- You asked for general house cleaning, but we find that the carpet needs deep carpet cleaning (separate service)
- You asked for regular cleaning, but we discover windows are very dirty and need special window cleaning
- You asked for a standard clean, but we find oven cleaning is needed (specialty service)
- You ask us to remove rubbish or extra items from your property
IMPORTANT – We Always Ask First! If we find areas that need extra cleaning, we will ALWAYS call or text you BEFORE doing any extra work. We will tell you what extra service is needed and how much it costs. You must say YES before we do the extra work. We will never surprise you with extra charges.
WHAT YOU NEED TO DO
To help us do our best work, please:
- Be at home or make sure someone can let us inside
- Move heavy items (over 5kg) before we arrive
- Remove all personal items from surfaces
- Tell us about any breakable items we should be careful with
- Make sure we have access to water and power (we need these)
- Remove all rubbish and recycling before we arrive
- Tell us if you have pets and where they should be during cleaning
If we cannot do these things: We may not be able to clean those areas or we may charge extra. We will always discuss this with you.
OUR CLEANING QUALITY PROMISE
Clean Nation promises high-quality cleaning every single time. Our team follows a detailed cleaning checklist that covers all areas of your home or office. We use eco-friendly, non-toxic cleaning products that are safe for families and pets. We do NOT use harsh bleach or strong perfumes unless you ask us to.
- We use only the best equipment and products
- We treat your home with respect and care
- We check our work before we leave to make sure it meets our high standards
- Our team is trained, police-checked, and fully insured
HOW AND WHEN TO PAY
Payment is simple and secure:
- Initial booking payment to reserve your appointment
- 50% payment charged after site survey (see Section 3)
- Final 50% payment after the cleaning is complete
- We accept credit card, bank transfer, and Afterpay (pay in instalments)
Payment is due within 24 hours after each stage. We will send you an invoice by email. If payment is more than 2 business days late, a $20 late fee applies. If you think there’s a problem with the charge, just contact us right away.
IF SOMETHING ISN'T RIGHT - HOW TO COMPLAIN
We want to make sure you are 100% happy. If something isn’t right with your cleaning, here is what to do:
- Contact us within 24 hours of the cleaning
- Tell us exactly what the problem is (with photos if possible)
- We will try to fix it right away or schedule a re-clean
- If you still aren’t happy, we will discuss solutions with you
Contact our team: Email: info@cleannation.com.au | Phone: +61480810142 (24/7)
REFUNDS AND WHAT IF WE DISAGREE?
We work hard to make sure you are happy, but sometimes things don’t go as planned.
Refund for quality issues: If the cleaning doesn’t meet our standards and we cannot fix it, we may offer a refund. You must report the problem within 24 hours.
No refund if cancellation charges apply: Cancellation fees are not refundable because we have already paid our cleaner and completed site survey. They are designed to be fair to everyone.
If you disagree with us: We will work together to solve the problem. We may ask you for photos, emails, or other proof. We will discuss the issue fairly and try to find a solution that makes sense for both of us.
WHAT WE CANNOT PROMISE
We promise great cleaning, but there are some things we cannot clean or guarantee:
- Very old stains or damage that was already there before cleaning
- Carpets with deep dirt that needs carpet cleaning (separate service)
- Mold or mildew that needs special treatment
- Items damaged before the cleaning happened
- Areas you told us not to clean
- Natural wear and tear on old or damaged surfaces
This means: We promise to clean well, but we cannot fix problems that existed before we arrived. If something is broken or damaged already, we cannot guarantee we can make it like new.