Frequently Asked Questions

Have questions? We’ve got answers! Take a look below for our most frequently asked questions. If you still have a question simply email us at hello@miraclemaid.com.au or call us on 1300 905 032

General Questions

Are you insured?

Absolutely. We’re fully insured for your peace of mind. If you need proof of insurance simply email us at hello@miraclemaid.com.au and we’ll gladly forward you all relevant documentation.

What is your Satisfaction Guarantee?

Our Satisfaction Guarantee is our promise of reliability to you. If you’re not satisfied with the cleaning service delivered, we’re committed to making it right. Here’s how it works:

  1. Contact us within 24 hours post-cleaning to share your concerns or issues.
  2. For end of lease/ move-in cleaning, a 72-hour window is available to report concerns.
  3. We’ll arrange a complimentary re-clean on the next available business day, where our team will revisit your property to focus on your areas of concern.
  4. If you’re still dissatisfied after the re-clean, we’ll reassess the situation. If we can’t resolve your concerns, a credit or refund will be issued to you accordingly.
What is your cancellation policy?

For cancellations, please provide us with a 24-hour notice to avoid a late cancellation fee. Our cleaning teams’ schedules are meticulously planned, and cancellations within 24 hours of service result in lost work opportunities for them.

In the event of a cancellation at the door without prior notice, a full-price cancellation fee will be applied.

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.

What forms of payment do you accept?

We accept payments through VISA, MasterCard, American Express, and Discover, covering both debit and credit cards. No processing fees are applied to any of our transactions. Regrettably, we do not take cash payments.

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 do I need to know about parking arrangements?

At the time of booking, we inquire whether a parking spot can be secured for our cleaning team. This is particularly important in areas like Sydney’s CBD, North Sydney, and Surry Hills, where parking is often scarce. Our teams come fully equipped with cleaning supplies, including mops, buckets, and caddies. Walking long distances with this equipment is impractical.

We kindly request that a pre-arranged parking spot be available for our team during your scheduled cleaning service. If a spot is not provided and none can be found, we will need to reschedule the service. Should parking require a fee, we’ll notify you in advance and include the cost in your final invoice.

What is the 100% Bond Back Guarantee?

If your agent or property manager is not satisfied with the end of lease cleaning, we’ll come back and re-clean at no extra charge.

To qualify for our bond back guarantee, simply tell us of any cleaning issues within 3 days following the job’s completion.

As long as you notify us within the 72-hour window post-cleaning, our team will come back to re-clean free of charge.

Please note that only items specified in your initial booking will be re-cleaned at no extra cost. If you’ve excluded certain optional extras from your original booking, these can be cleaned for an added fee.

For a comprehensive understanding, we encourage you to consult our terms and conditions.

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.

Cleaning Questions

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 equipment and products?

Absolutely. We bring all the required cleaning supplies and equipment. Should you wish for our cleaners to use your own equipment or products, simply leave a note at checkout or contact us at 1300 905 032.

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 going to our Services page.

What services don't you offer?

Due to WH&S, liability risks and complexity, the services below are not offered by Miracle Maid:

  • Chandeliers
  • Light Bulbs,
  • Fireplaces,
  • Fly Screens,
  • Ceiling Fans,
  • Moving Furniture Or Appliances,
  • Putting Away Dishes/ Pans, Ac Vents/ Units/ Filters,
  • Grout & Silicon Remediations,
  • Biohazards (Excessive Mould, Faeces, Blood),
  • Dour Removal & Remediation,
  • Removal Of Pet Hair Embedded In Carpet Fibres,
  • Removal Of Certain Mineral Deposits (E.G. Stains In The Toilet Bows),
  • High-Reach Areas (Areas Not Reachable With A Small Two-Step Ladder).

For more info, please refer to our Terms Of Service.

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?

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.

Scheduling Questions

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.