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FAQ

  • What should I do if my dog wees on the carpet or couch?
    Blot the area gently with paper towel or a clean cloth to soak up as much urine as possible — don’t scrub! Then lightly dab with cold water to dilute the area and blot again. Avoid using supermarket cleaners as they can set the stain or cause damage. Leave it and call us as soon as possible for professional treatment.
  • What should I do if my dog poos on the carpet?
    Carefully remove the solids using gloves and a paper towel. Dab the area with cold water (avoid hot) and gently blot — don’t rub or scrub. If there’s residue or staining, don’t use harsh chemicals — cover it with a cloth or towel and contact us for proper treatment.
  • What should I do if my dog vomits on upholstery or carpet?
    Scoop up any solids gently with a spoon or towel. Blot the remaining area with a damp cloth and cold water only. Avoid using vinegar, bleach, or strong cleaners as they may worsen stains or odours. Cover the area with a dry cloth until we can treat it professionally.
  • Can you remove pet urine stains and smells from carpet and upholstery?
    Yes — we use specialised enzyme-based treatments designed to break down urine and neutralise odours. While we can remove most stains and smells, if the urine has soaked into the underlay or padding, full removal may not be possible.
  • What if the pet odour comes back after cleaning?
    Sometimes odours trapped deep in carpet padding or furniture stuffing can resurface as the material dries. If this happens, contact us within 48 hours — we’ll advise next steps or retreat the area if needed.
  • Can you remove pet hair during the clean?
    We remove most surface pet hair as part of the cleaning process. However, heavy build-up or hair embedded deep in fabric may mean 100% hair removal is unrealistic.
  • Do I need to do anything before you arrive?
    If possible, vacuum the area and point out where any pet accidents occurred. The sooner we treat the spot, the better the results. If you’re unsure where the odour is coming from, we can help locate it during the clean.
  • How often should I get my carpets steam cleaned?
    We recommend steam cleaning every 6 to 12 months, depending on foot traffic, pets, and lifestyle. Regular cleaning helps extend the life of your carpet and keeps your home healthier.
  • How long does it take for carpets to dry after steam cleaning?
    Most carpets take 4 to 6 hours to dry after steam cleaning, depending on ventilation, weather, and carpet thickness. To speed things up, open windows and turn on fans where possible.
  • Do you move furniture before cleaning?
    We move light, movable furniture like chairs, coffee tables, and rugs. For safety and insurance reasons, we don’t move heavy items like beds, bookshelves, or large lounges. Please move any valuable or fragile items before we arrive.
  • Do I need to vacuum before the steam clean?
    Yes, we recommend doing a light vacuum beforehand to remove surface dust and debris — it helps us get straight to the deep clean. If vacuuming hasn’t been done and the carpet is heavily soiled, we can take care of it for you, but an additional fee may apply depending on the size and condition of the area.
  • Will all stains be removed with steam cleaning?
    Steam cleaning lifts most common stains, but some — like permanent dyes, bleach marks, or old pet urine — may not fully come out. We’ll assess the stains and let you know what to expect before starting.
  • Can I walk on the carpet after it’s been steam cleaned?
    Yes — you can walk on it immediately if needed, but we recommend wearing clean socks or indoor shoes to keep it fresh while drying. Avoid heavy furniture or traffic until fully dry.
  • Is steam cleaning safe for kids and pets?
    Absolutely. We use non-toxic, biodegradable products that are safe for children and pets. Once the carpet is dry, it’s completely safe to walk, sit, or play on.
  • How often should I get my upholstery cleaned?
    We recommend professional upholstery cleaning every 12 to 18 months to keep your furniture looking fresh and extend its life. If you have pets, kids, or high-use pieces (like a family couch), a clean every 6 to 12 months can help prevent stains, odours, and wear from setting in.
  • How long does upholstery take to dry?
    Most furniture dries within 4 to 6 hours, depending on the fabric, ventilation, and weather. Thicker fabrics or cushions may take a bit longer — we’ll give you drying tips after the clean.
  • Do I need to move the furniture or prepare anything?
    Just clear off cushions, throws, or clutter. We’ll handle the rest. If the furniture needs to be moved for access, let us know in advance — we’ll let you know if help or extra time is needed.
  • What types of furniture do you clean?
    We clean most types of upholstered furniture, including couches armchairs dining chairs ottomans mattresses. If you’re unsure about the fabric or item, just send us a photo and we’ll confirm.
  • Can you remove stains from fabric couches?
    We treat and remove most common stains like food, drink, and pet marks. Some older or set-in stains may not come out completely, but we’ll always assess the fabric first and let you know what’s realistic.
  • Is it safe for delicate fabrics like linen or velvet?
    Yes — we tailor our cleaning method to the fabric type. Delicate materials like linen, velvet, and microsuede are cleaned with extra care using low-moisture techniques and specialised products.
  • Can you clean rugs on-site or do you take them away?
    We clean most rugs on-site using the same professional steam cleaning process as carpets. For delicate or specialty rugs, we may recommend off-site cleaning — we’ll advise you based on the rug type.
  • How long does it take for a rug to dry?
    Rugs usually take 4 to 6 hours to dry, depending on thickness, ventilation, and weather. We recommend keeping the area well-ventilated and off-limits while drying.
  • Do you clean shag or high-pile rugs?
    Yes, but shag or high-pile rugs take longer to clean and dry due to their density. We’ll let you know if any extra time or care is needed for your specific rug.
  • What’s included in an end of lease clean?
    Our end of lease clean covers all standard areas: kitchen (including oven), bathrooms, bedrooms, living areas, skirting boards, inside windows, and floors. We follow real estate checklists to help ensure you get your bond back.
  • Do you clean inside appliances like ovens and fridges?
    Yes — oven cleaning is included. Fridges and freezers can be cleaned if they’re emptied, defrosted, and requested in advance (an extra charge may apply).
  • Do I need to remove all furniture before the clean?
    Yes — end of lease cleaning requires the property to be completely empty, unless agreed otherwise. If furniture is still inside, additional fees may apply or the service may be rescheduled.
  • What if the agent isn’t happy with the clean?
    No problem — our Bond Back Guarantee means we’ll return to fix any cleaning issues related to our service at no extra cost, as long as we’re notified within 5 days of the clean.
  • How long does an end of lease clean take?
    Most cleans take between 4 to 6 hours, depending on the size and condition of the property. We’ll give you a more accurate estimate when quoting.
  • Do I need to be there on the day?
    Not at all — as long as we have access and the power and water are connected, you don’t need to be present. We’ll notify you when we’ve finished and can send photos if needed.
  • Can you return the keys to my real estate agent after the clean?
    Yes — we’re happy to return keys to your agent if they’re located nearby and the arrangement is made in advance. A small fee may apply to cover time and travel. Just let us know the drop-off location when booking.
  • What is included in a builders clean?
    Our builders clean includes the removal of dust, paint splatter, plaster residue, and construction debris from all surfaces — including floors, windows, frames, walls, and fixtures. It’s designed to get the property ready for handover, inspection, or final presentation.
  • Do you clean up building materials or rubbish?
    We remove light debris and surface dust as part of the clean. If there’s leftover construction material, tools, or large amounts of rubbish, it must be cleared before we arrive — or we can arrange removal for an additional fee.
  • How is a builders clean different from a regular clean?
    Builders cleaning involves more detailed and labour-intensive work, targeting fine dust, paint spots, grout haze, and hard-to-reach areas that aren’t part of standard cleaning. It often requires specialised tools and extra time.
  • Do you need power and water connected?
    Yes — we require access to electricity and running water to complete the clean properly. If these aren’t available, please let us know in advance so we can make alternative arrangements.
  • Do you require a deposit for end of lease cleans
    Yes — a 20% deposit is required to secure your booking. This confirms your spot and allows us to allocate the right time and resources to your clean. The remaining balance is due after the service is completed.
  • What is your cancellation policy for end of lease cleans?
    We understand things change. If you need to cancel or reschedule: More than 48 hours notice – your deposit will be fully refunded. Less than 48 hours notice – the deposit is non-refundable, as we’ve already scheduled our team and resources for your job. If you need to reschedule, we’ll do our best to accommodate a new time.
  • Is there a fee if I need you to return keys to my real estate agent?
    We offer free key drop-off if the agent’s office is nearby and open during business hours. If the office is further away or drop-off is required outside of business hours, a $20 fee applies to cover time and travel. Please let us know the agent’s details in advance so we can confirm.
  • Is there a fee if I don’t vacuum before you arrive?
    If you have booked a stand alone carpet cleaning appointment, and the carpet is heavily soiled with visible dust, dirt, or debris, a vacuuming fee may apply — usually from $30, depending on the size and condition of the area. This is because our carpet cleaning machines are designed for deep cleaning, not for picking up heavy surface debris. Light vacuuming beforehand helps ensure the best results.
  • Are there extra charges if my apartment has stairs?
    If there’s no elevator access and our team needs to carry equipment up three or more flights of stairs, a $50 stair access fee applies. This covers the additional time and effort required to safely transport gear and complete the clean. If you’re unsure, just let us know the access details when booking.
  • Do I need to cover parking for the cleaners?
    Only if the only available parking is in a paid commercial parking facility (like Wilson or Secure Parking). In that case, we kindly ask that you cover the parking fee or reimburse the cost. If free or street parking is available nearby, no additional charges apply. Let us know what the parking situation is when booking so we can plan accordingly.
  • Is there a fee for removing building materials or construction rubbish?
    Yes — removal of building materials, leftover tradesman tools, or construction rubbish is not included in our standard builders clean. If the site isn’t cleared before we arrive, we can assist with removal for an additional fee, depending on the volume and access. To avoid extra charges, we recommend having the site cleared of rubbish and materials before the scheduled clean.
  • Are there any extra cleaning fees I should know about?
    Our quotes are based on the information you provide and assume standard cleaning conditions. If the job is more extensive than described — for example, if there’s heavy grime, mould, pest droppings, excessive pet hair, or rubbish left behind — additional charges may apply. If we arrive and the condition of the property doesn’t match the description given at the time of quote, we’ll contact you before proceeding to discuss any changes to pricing. No hidden fees — just fair, transparent communication.
  • Do you guarantee stain removal?
    We guarantee to use the best professional products, tools, and techniques available to give your carpets the deepest clean possible. While most common stains respond well to our treatments, some older or set-in stains (like permanent dye, bleach marks, or pet urine that has penetrated the underlay) may not be fully removable. If a stain can be removed, we’ll get it out — and if we don’t think it will budge, we’ll always let you know upfront. No false promises, just honest, expert care.
  • Do you guarantee I'll get my bond back with an end of lease clean?
    Yes — our end of lease cleaning comes with a Bond Back Guarantee. If your real estate agent raises any cleaning issues related to the areas we’ve serviced, we’ll come back and fix them free of charge. To make sure we can honour this, we ask that: The property is empty and ready for cleaning (no furniture or rubbish) Power and water are connected You send us the agent’s cleaning checklist or requirements (if available) You notify us of any issues within 5 days of the clean We can’t cover damage, wear and tear, or areas we didn’t clean — but when it comes to our work, we stand by it.
  • What if I’m not happy with the clean?
    We want you to be 100% happy — that’s our Satisfaction Guarantee. If you’re not satisfied with any part of the service, just let us know within 48 hours and we’ll come back to make it right, free of charge. We’re proud of our work and stand by it — but we’re also human. If something’s been missed or needs a touch-up, we’ll fix it. Simple as that.
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