Freqently Asked Questions
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Frequently Asked Questions
How do I book your services?
All you have to do is click on the Book Now button, enter your details name, address, phone number, your home size, and any extras you will require, and we’ll reply on the same business day confirming the appointment and arrival time. You can also call us 0403 414 460 to chat with us.
Are there late cancellation fees?
At Mop N Co, we want to make sure that everybody’s appointments are serviced by the best cleaning professionals possible. It takes us a large amount of time and effort to find the right home cleaning professional for you. Therefore, we ask for more than 24 hours’ notice for all cancellations. Cancellations made within 24 hours of the day of your appointment will incur a $50 cancellation fee. If our cleaning teams arrive at your home and there is a cancellation through no fault of our own, we reserve the right to charge the full price of the total job price to compensate our crew.
What are hourly bookings?
Our hourly services are really specified for large, cluttered homes or aged care cleaning. For hourly bookings, we request a checklist be provided prior to the service so we can brief our team. Please note that we have a two hour minimum service.
Do you use contractors?
Absolutely not. All out team are valued employees at Mop N Co. We believe that having employed staff promotes consistency and low turnover. As part of our screening process all our members provide us with valid police checks to ensure you receive trustworthy professionals. They are highly trained and have through background checks.
Do I have to do anything to prepare for my cleaning service?
We do not pick up your stuff and then clean. Here are some simple steps to follow prior to us arriving.
- Make your home accessible. A key that is accessible to the cleaner. A fee will be charged if we are unable to access your home.
- Turn off alarm system. If you choose to leave the alarm on and have the service disarm, we will not be held responsible for false alarms or misuse of the alarm system.
- Have your home picked up and ready to be cleaned to avoid additional charges.
- Have your valuables put away to avoid accidents.
- Customer has 30 days to request, or report damaged or broken items for replacement or repair. After 30 days customer assumes liability.
- Let us know how we are doing. We appreciate your feedback and use it to help improve our services!
Are we insured?
Yes, we are! If you need proof of insurance simply email us at info@mopnco.com.au
How many people will come to my home?
When the job is small, we are sending 1 cleaner, however, if it is a bigger job our standard is 2.
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 last three months. To see the extra things, we do for deep cleans check out our services page.
Are your cleaning teams professional?
Yes, absolutely. We wouldn’t have it any other way.
How will I know if my booking is confirmed?
We will send a confirmation email once your booking is received.
How is Mop N Co minimising risk with Covid-19?
We take the safety of our customers and our cleaning teams very seriously. We are encouraging all our cleaners to stay home if they are feeling unwell, and for customers to reschedule bookings if they are feeling unwell. Extra precautions are taken with physical distancing during home cleaning services. As always, all payment transactions are done online – no need for cash.
How do I book an office clean?
Office clean is something we offer to small offices and boutique businesses. They can be booked over the phone or via email.
Can you offer daily services?
Yes we can!
Do I have to be there whilst my house is being cleaned?
No, not at all! Mop N Co is here to make your life easier in every way. Just leave us a key and we’ll get your house cleaned! You can rest assured that our cleaning professional will make your home spotless while ensuring the safety and security of your property.
Are cleaning supplies provided?
Our cleaning team at Mop N Co brings their own (eco-friendly) supplies and equipment for your convenience. We’ll also happily use cleaning products of your preference! Our professional service is customised for your satisfaction.
How does your office cleaning work?
Our Customer Care Team will go through the types of office services we provide over the phone, once confirmed, we will assign a team of reliable, highly experienced office cleaning staff to provide the service. If there are any specifics you require, please ensure to run them by to our CCT.
What is the refund policy?
If for any reason you are unhappy with the service, we will return within 72 hours to rectify and re-clean any missed areas. If you are still unhappy after the re-clean, we will refund you with a credit.
What services don’t you offer?
Chandeliers, Wet Wiping Light Bulbs, Biohazards (Excessive Mould, Blood), Animal Waste, High Reach Areas , Gardening and Putting Dishes Away.
What forms of payment do you accept?
We only accept payment via credit or debit cards. No need to worry about having cash on the day of your cleaning service. Our online payments are processed and use safe security protocols to protect your information.
How do I pay for my home cleaning?
When you make a booking you will provide us with a valid card, which we will then place a hold the day before the cleaning is completed. We do not charge until after the booking is completed.
What is not included in your office cleaning?
We don’t do any biohazard cleaning. Our teams cannot clean excessive mold, and we don’t do any cleaning of ceilings or vents, ducts, or air conditioners.
How long will it take to clean my house?
It all depends on the condition of your home. But, as a baseline, for a general clean (where we aim to maintain the upkeep of your home) take the number of bedrooms you have and turn that into hours with 1 cleaner.