Questions & Answers

01. General Questions

Can I have a cleaner during a COVID-19 lockdown?

Yes, In-home support including cleaning is permitted for people that need assistance because they have particular needs related to age, disability, illness, a chronic health condition or other medical reason. Please note, you must maintain physical distancing by keeping at least 1.5 metres distance between yourself and others and you should wear a face mask while cleaners are at your home, unless a lawful exception applies.

If I’m moving house, can I have a cleaner?

Yes, but only if you require a cleaner due to disability, impairment, or as a result of your tenancy agreement.

What are your working hours?

We work from 7am - 6pm. Every day, 365 days a year including weekends and public holidays. If you need a cleaning service after hours we'll do it too, extra charges may apply.

Do I need to provide all the supplies for the cleaning?

Yes, for hygiene reasons it is better to use your own cleaning equipment and products for a regular or catch-up service so that you know exactly what is being used in your home. If you would like products and equipment supplied by the cleaner, please let us know so we can plan in advance. For a one-off clean such as a move out or spring clean, specialised cleaning equipment and products are provided as part of the service.

Are your cleaners police checked and insured?

Yes, all our staff go through a rigorous background check and they are all insured before entering a customer's home.

What if I'm not happy with the work performed?

In the rare occasion it might happen, you are covered by our cleaning guarantee, which means that we'll get back to clean again at no extra cost, or we send a cleaning quality-control supervisor to be sure we deliver our services up to the highest standard.

Are there any hidden costs?

Absolutely NO, all our prices are final and you'll know them before booking our services. Only if you decide to add extra services, or decide to add additional hours to your cleaning session then you can have additional charges.

Which service do you recommend for first time customers?

A deep clean is recommended for all first time cleaning by Squeaky Lemon. It allows us extra time to get all the areas that have been missed during regular cleanings in the past. After the initial deep clean, most customers switch to a standard clean.

What if something breaks?

This seldomly occurs but accidents do happen. Please contact our office immediately to work with our insurance to get the object of value replaced.

Do I have to be home during the service?

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. Please note that in general our cleaners work most efficiently when the house is empty of people and pets.

02. Bookings

How do I make changes to my booking?

You will receive confirmation and reminder emails before your service. At the bottom of these emails will be a link to create and sign in to your account. You can make changes to your service that will be flagged in the office. If these changes don’t affect the cleaner’s schedule, they will go ahead. If your change clashes in the cleaner’s schedule, our friendly office staff will get in contact with you to try and reach a solution that benefits all parties.

When will my cleaner/s arrive?

After your booking has been confirmed, you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner/s.

Can I change my booking?

Yes, you can re-schedule and change your booking if it is up to by 5 pm the day before the relevant Service at no additional cost. If you decide to re-schedule within this time period a re-schedule fee of $25 will apply. For details, please check our Terms of Service Policy here.

Can I cancel my booking?

Yes, If you cancel before 24 hours you will receive a full refund to the payment information on file.

If you cancel within 24 hours,a cancellation fee of up to 50% of your booking total amount may apply which covers part of the cleaner’s loss of wages. For details, please check the Cancellations Section on our Terms of Service Policy here.

Can I book steam cleaning on the day of my clean?

Yes you can, we have cleaners than can complete all general cleaning as well as steam cleaning and special tasks if requested.

03. Payments

How do I pay for my service?

We accept most credit and debit cards as well as PayPal. For all bookings we require a credit/debit card to secure the booking. We will not be able to complete your booking without a card on file.

Can I pay with cash?

For your security and our staff's we only accept cashless payments.

Do you invoice out for your services?

Yes, we do provide invoices for all our services.

Am I charged upon booking?

For One-Off Cleaning Service, Regular Cleaning Service, and Deep Cleaning Service a 5$ booking fee will be charged to your nominated payment method.

For End of Lease Service, and Carpet Steam Cleaning Service a 50% booking fee out of your Order’s or Service’s total amount will be charged.

In all cases, this booking fee will be used as a credit in your favour to your final invoice and the balance will be processed after you are happy with the service.

04. Pricing

How much does your cleaning service cost?

We can work off a flat rate if you’re looking for something like a whole house clean, or an hourly rate if you are looking for a couple hours of cleaning here or there. Our hourly rates start at $65/hr and flat rates at $159. We also offer discounts if you book regular cleaning services.

Are your prices negoitable?

No, our rates are calculated by the information you provide on our booking page. We provide some of the best rates in the industry for the high-quality cleaning service we provide.
Testimonials

Our Happy Customers
All Around Melbourne

“I think Squeaky Lemon sets a very high benchmark for cleaning companies not only in Melbourne but in Australia.”
“I strongly recommend this service, they are very competent and punctual. They cleaned my house thoroughly and it was spotless after that, Thanks!”
“Our first professional clean since April last year when covid cutbacks made outside cleaning unaffordable. The guys took great care and time to make our home look, feel and smell fabulous.”
Squeaky Lemon did an excellent job cleaning my house. The cleaners were polite and professional, also kept to the covid guidelines. They were easy to talk to and had a friendly manner.”

Squeaky Lemon
Melbourne's #1 Cleaning Service