FREQUENTLY ASKED QUESTIONS
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Everything you need to know about our cleaning services, pricing, and how we care for your home.
FAQS
Frequently Asked Questions.
Clear answers to help you understand our process and what to expect from our premium service.
About Us
Who are you?
We’re Maid At Home, a trusted cleaning service based in Melbourne, dedicated to making homes shine. Our goal is simple, cleaning spaces to improve lives.
Who are your cleaners?
Our cleaners are experienced, highly trained and fully vetted professionals. We ensure they meet our high standards before they join our team.
What makes Maid At Home different?
At Maid At Home, we’re all about quality, reliability, and a personal touch. Over 90% of our clients return because we genuinely care about making their homes feel fresh and comfortable. We focus on attention to detail, transparent pricing, and flexible options to suit your needs.
Services
What types of cleaning services do you offer?
We offer a range of services, including residential cleaning, deep cleaning, move-in/move-out cleaning, and seasonal deep cleaning.
Are your cleaning products eco-friendly?
Yes, we use eco-friendly and non-toxic cleaning products that are safe for your family, pets, and the environment. Our goal is to provide a clean home while minimizing our impact on the planet.
Can I request the same cleaner every time?
We do our best to accommodate requests for the same cleaner, but we can’t guarantee it for one-off bookings. If you book regularly, we’ll prioritise assigning the same cleaner whenever possible.
Do I need to be home during the cleaning?
No, you don’t have to be home. Many of our clients provide us with access instructions so we can clean while they’re away. However, if you prefer to be present, that’s perfectly fine too!
What if I'm not satisfied with the cleaning?
Your satisfaction is our priority. If you’re not happy with the service, please let us know within 24 hours, and we’ll arrange a re-clean at no extra cost.
How it works
Are there any lock-in contracts?
No, there are no lock-in contracts! You can book our services as needed, whether it's a one-time clean or a recurring service. We believe in earning your trust through quality cleaning, not contracts.
Do you offer a satisfaction guarantee?
Yes! We take pride in our work and stand by our service. If you’re not completely satisfied, let us know within 24 hours, and we’ll make it right. For hourly services, the guarantee applies as long as enough time was booked to complete the requested tasks and priorities were clearly communicated before the service.
How do cleaners access my home if I’m not there?
Many of our clients provide us with access instructions (like a lockbox code or hidden key) so we can clean while they’re away. Your home’s security is our top priority.
How do I request changes to my service?
You can update your preferences through your online account or by contacting us via email or phone. Let us know what adjustments you’d like for future visits.
What if something is damaged?
Our cleaners have public liability insurance and are responsible for any damages caused during the service. If something gets damaged, please contact us as soon as possible.
What happens if my cleaner finishes early?
If your cleaner finishes before the allocated time, they will focus on additional tasks if needed.
What security measures are in place?
All our cleaners are thoroughly vetted, insured, and trained to maintain professionalism and respect for your home.
Pricing & Payments
What pricing models do you offer?
We offer flat rate (based on the number of bedrooms) and hourly rate.
Are there any discounts available?
Yes! We offer discounts for weekly & fortnightly services (10% discount) and also for 3 weekly & monthly services (5% discount). *Discount only applies to hourly services.
Do you charge extra for weekends?
No, we don’t charge extra. However, Sunday and public holiday availability depends on cleaner availability.
How can I get a quote?
You can get an instant quote by using our online booking form. Simply enter your details and see the pricing before confirming.
How is payment processed?
A hold (total value of the service) will be placed on your card two days before the service. The final charge is processed only after the cleaning is completed. We accept all major debit and credit cards.
Are there any additional fees?
We’re upfront with our pricing—no hidden fees. However, additional charges may apply if no parking is provided.
Do you offer referral discounts?
We don’t currently offer referral discounts, but we always appreciate recommendations! A referral program is in the works.
Cleaners
How are your cleaners vetted?
We carefully select and screen all our cleaners through a thorough vetting process, which includes background checks, interviews, and skills assessments. We also ensure they align with our high standards of professionalism and customer care.
Will I have the same cleaner every time?
For recurring services, we do our best to send the same cleaner whenever possible. This helps ensure consistency and a more personalised experience. However, if your usual cleaner is unavailable, we will provide a trusted replacement.
What if I'm not satisfied with my cleaner?
If you're not completely happy with your cleaner, let us know, and we'll address your concerns. If needed, we can arrange for a different cleaner.
Do cleaners keep keys or entry codes?
No, our cleaners do not keep keys. If you need to provide access, please use a lockbox or another secure method.
Can I trust the cleaners with valuables?
Yes, our cleaners are carefully selected and background checked. We pride ourselves on the trustworthiness of our team.
Bookings
When can I book a cleaning service?
You can book a cleaning service at any time through our online booking system, but bookings must be made at least 24 hours in advance. We offer availability Monday through Saturday, while Sunday and public holiday bookings depend on the cleaner’s availability.
Can I reschedule my booking?
Yes, you can reschedule your booking, but only once (otherwise a cancellation fee will apply). To avoid a cancellation fee, rescheduling must be requested at least 24 hours before the service.
How do I update my booking details?
You can update your details through your online account. If you need assistance, contact us via email or phone.
What happens if my cleaner is late?
While we always aim to be on time, traffic and other delays can occasionally happen. We have a 15–30 minute arrival window. If your cleaner is late, please contact us.
Cancellations
How can I cancel a cleaning service?
You can cancel your service by contacting us via email or phone. If you have an account, you can also cancel directly through our online system.
What are the charges for late cancellations?
Cancellations made less than 24 hours before the scheduled service will incur a fee (50% of the service + extras). If you cancel on the spot when the cleaner arrives, a 100% cancellation fee will apply.
Supplies & Equipment
What cleaning supplies do your cleaners provide?
Our cleaners bring all the necessary cleaning products to get the job done. If you have specific products you’d like us to use, just let us know when booking and provide them.
Why don’t cleaners provide vacuums and mops?
To avoid cross-contamination between homes, we ask clients to provide their own mop and vacuum. However, if you don’t have them, just let us know when booking and we can arrange a cleaner who can bring their own.
Pets
How do you accommodate homes with pets?
We’re happy to clean homes with pets! However, please let us know in advance, as some of our cleaners may have allergies or be uncomfortable around certain animals.
What should I do with my pet during the cleaning?
To ensure a smooth service, we recommend keeping pets in a separate room or securing them if they tend to be curious or energetic around new people.
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