Frequently Asked Questions

EBS covers New South Wales, Queensland, Victoria, Australian Capital Territory, Tasmania, Northern Australia, Western Australia and South Australia. Even on suburbs that you are struggling to find cleaners with like in Mackay and Orange Regions.

Absolutely not! We would not want insistent salespeople coming to our house so we would never do that to you. You can get a quote and book your cleaning online or over the phone. It takes about one minute.

Yes. We bring all the cleaning supplies, chemicals and equipment required to clean your home. In order to ensure your cleaner uses the products you like and there isn't any cross-contamination from house to house we prefer to use your own.

If you don't have supplies and equipment, we can bring them. You can opt-in to do this to your dedicated Accounts Manager.

Your satisfaction is what matters most. Please contact your dedicated Accounts Manager within 24 hours after the job has been completed, and we will make arrangements to rectify the situation.

Yes. For your peace of mind, we are covered with a Public Liability Insurance of $20M. If you require a copy of the Certificate of Currency, simply send an email at support@cleaner.net.au

Our commitment to you in providing quality clean is our top priority. If you are not happy with the cleaning service you have received, we will work with you to make it right.

Here’s HOW:

1.) Contact your friendly Accounts Manager within 24 hours after your cleaning and provide us with details of your concerns and/or issues. It would be much appreciated if you can send us through pictures of the areas of your concern.

2.) We will schedule a redo clean at no cost to you at your own convenience. The same cleaner/s will return to your home and address the areas of concern. They will only leave your home once you are 100% satisfied and happy with the outcome of the redo clean.

3.) If you wish for a new cleaner for an ongoing visit, we will allocate one for you, subject to availability.

To the best of our ability, we make sure that all appointments are serviced by the best cleaning professionals, so everybody is happy. In the event that a 24 hours' notice has not been provided prior to the commencement of the service, a cancellation fee of $50 or 50%, whichever is higher (inclusive of GST) of the quote for administrative costs and loss will be charged accordingly.

If there is any damage or loss during your cleaning, a notification of such an event must be immediately reported to your dedicated Accounts Manager within 24 hours from the service date, either by email or phone. A form will be sent out and needs to be received within 48 hours after the incident occurred and a further investigation shall take place.

In circumstances that your property is deemed in hazardous condition and the cleaning situation goes over and above our normal cleaning environment, EBS reserves the right not to continue with the job and to walk away from it. This shall also apply in the event when there is no supply of water or power is not available or if there is any interference in the work from the client or from any other person, upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.

Absolutely! We love pets too. However, we strongly suggest that you disclose such upon booking so we can allocate the right cleaner with the right equipment to clean your home.

We do not guarantee same-day bookings. However, depending on the day, we can often meet this requirement.

It is entirely up to you. If you are not going to be home, make sure you let us know in advance on how to access your house upon booking the visit with your Accounts Manager.

Yes, most of the time. However, we allow a one-hour window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be informed of your cleaner’s ETA immediately.

No, you can cancel your service anytime without any penalties. You do not have to commit to any contracts or pre-determined number of appointments.

There is a listing of what gets cleaned in every room of your house during a standard cleaning. You can also request extra items or custom request upon booking a visit with your Accounts Manager.

Yes. We bring all the cleaning supplies, chemicals and equipment required to clean your home. In order to ensure your cleaner uses the products you like and there isn't any cross contamination from house to house we prefer to use your own. Also, it is better not to mix households at this time, right?

We offer a range of services from weekly cleaning to one-time cleaning to move-in and move-out cleaning. You can see the different services by visiting the front page and clicking on the "Services" button halfway down the page.

Normally, only one cleaner is sent to your home. If you are on a recurring schedule, we will do our best to match you up with the same person going forward. On some occasion, an extra team member can come when needed or as requested.

Absolutely. The cleaners go through a screening process that includes a police background check and reference checks. We also require significant experience in residential house cleaning to work with us.

We have a minimum of 3 hours per visit. However, it is not a guarantee that we can cover all the scope of work you have requested, and it all depends on the condition of your home. As a baseline, take the number of bedrooms and bathrooms you have and turn that into hours.

Number of hours quoted are just based on the information given by you. Any job variations or unforeseen conditions upon visit shall result in additional hour/s being issued for acceptance. If additional hour/s requested by the cleaner to complete the tasks is beyond the client’s budget, our cleaner/s will do their best and ensure to complete the job as required on the scope of work within the specified time frame, subject to the condition of the property will also contribute the end result of the job.

Normally, a deep clean is done for homes not cleaned for more than 30 days. The cleaning process takes longer hours than usual and required extra touch. We highly recommend a Deep Clean for first visits to get your home prepared for ongoing maintenance. However, if cost is beyond your budget, feel free to reach out to our Accounts Manager for other options available that best fits for you. We can always work around your needs!

After we received your booking request, one of our Accounts Managers will try and get in touch over the phone to confirm all of your details. We will then send you a payment order and booking confirmation via Email with your booking details as well as the date of clean as your final confirmation. If there is no booking confirmation received, no need to worry! This just means that we are still assessing options in an effort to match you up with the best available local cleaner nearest you.

You can provide instructions and notes for your cleaner on-site if you are at the premise at the time of clean or simply include the instructions when you book a job with us over phone, email, messenger and WhatsApp.

On your first booking with us, you are immediately assigned to a dedicated Accounts Manager who will be your direct contact and will assist you from booking to after services. You may reach out to your Accounts Manager through our direct line over phone, email, messenger and WhatsApp.

Yes. The same cleaner will be sent out for each visit when you booked for a regular service. Should there be a need for replacement in cases of emergency or cleaner is off due to some health issues, we will always let you know ahead of time and we will organise the best possible replacement subject for your approval.