Frequently Asked Questions
Have a question? or maybe you’re just a bit confused. Have a look below for our most frequently asked questions. If you still have questions simply email us at email@example.com or call us on 1300905032
Are you insured?
Yes, we are insured. If you need proof of insurance simply email us at firstname.lastname@example.org and we will gladly forward you all relevant documentation.
What is "Happiness Guarantee"?
Our Happiness Guarantee represents our commitment to you. Should you have concerns with the cleaning service you have received, we will work with you to make it right.
Here’s the procedure:
- Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues.
- 48 hours grace period is given for Move-in/Move-Out cleans.
- We will re-schedule the clean at no cost to you on the following business days. Our team will return to your home and address the areas of concern
- After the re-cleaning, if you still have concerns regarding the clean, we will review your issues once again, and if we are unable to address your concerns, we will fairly provide a credit or a refund to you.
Are your cleaning teams pet friendly?
Definitely! Our cleaning teams have training on how to treat dogs, cats, and other pets. We know how to love, respect, and care for them. We’re a pet-friendly cleaning service.
Am I required to enter my payment information?
Yes, we require your payment information prior to scheduling your booking. A hold will be placed on your card the day before your service and you will not be charged until after the cleaning is completed.
What if i'm not happy with my cleaning?
Please get in touch with us right away and we’ll make arrangements to rectify the situation. We have a satisfaction guarantee that we stand by.
Late Cancellation fees
Here at miraclemaid.com.au, we want to make sure that everybody’s appointments are serviced by the best cleaning professionals possible. It takes us time to find the right home cleaning professional for you. This is why we ask for at least 24 hours notice for all cancellations. Cancellations are made within 24 hours of your appointment will incur a $60 charge. For more information, please refer to our cancellation policy.
Breakage and Loss Policy
If there is a breakage or loss during your cleaning, a notification of such an event must be made to Miracle Maid within 48 hours of your service, either by email or phone. Once Miracle Maid receives the notification, a form will be sent to you to be filled out. Please note the form needs to be received within 14 days after the incident occurred.
Hoarding and Hazardous Condition Policy
If your property is deemed a hazardous cleaning situation that goes over and above our normal cleaning environment that is covered by our cleaning packages, our cleaning teams have the right to walk away. Upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.
How long will it take to clean my house?
It all depends on the condition of your home. But, as a baseline, take the number of bedrooms you have and turn that into hours. (Ex. 3 bedrooms = 3 hours)
Do you provide the cleaning supplies?
Yes. We bring all the cleaning supplies and chemicals required to clean your home.
What services do you offer?
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 we offer by clicking on the “Services“ button.
What services don't you offer?
We currently do not offer cleaning of Chandeliers, Light Bulbs, Bio-hazards (mold, blood, etc…), Hoarding, Animal Waste, High Reach Areas (more than 2 step ladder), Exterior Windows, Putting away dishes, Large furniture moving and Large scale trash disposal.
How many people will come to clean my house?
A Team of 2 people is our standard, sometimes an extra team member can come when needed. However, we do send a team of 1 person when the job is small (Studio/1BR/2BR/Touch-up jobs).
Are the cleaners screened?
Absolutely. All our cleaners undergo a rigorous screening process that includes a police background check, reference checks, and in-person interviews. We also require significant experience in residential house cleaning to work with us.
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 3 months. To see the extra things we do for deep cleans check out our deep cleaning services page.
Does someone have to visit my house before I can book a cleaning service?
Absolutely not! We wouldn’t want pushy sales people coming to our house so we would never do that to you. You can get a quote and book your house cleaning service online. It takes about 60 seconds.
Can I get a same-day booking?
We don’t guarantee same-day bookings. But, depending on the day, we can often meet this requirement.
Does my cleaner arrive at the exact time I book?
Yes, most of the time. However, we allow a one-hour arrival window due to traffic and weather circumstances. In scenarios where your cleaner will be late, you will be contacted to let you know the ETA.
Want to speak with us?
Our dedicated customer support team is here and always happy to help.