Frequently Asked Questions
7. Are there cancellation fees?
We ask that you give us as much notice as possible if you need to cancel a clean however we understand that sometimes this is not the case. We prefer at least 24hrs notice. If the cleaner is on their way or within 3hrs of the cleans scheduled time, we will charge a $30 cancellation fee.
8. How do I cancel a clean?
Every Saturday prior to your clean we will send out a confirmation text. You simply reply to this text with a Yes or No. You can also text or call us at any time to cancel your clean.
9. Do I need to be home during the clean?
No, it's entirely your choice. You're welcome to be home during your clean, let your cleaner in before heading out, or provide access so the clean can be completed while you're away.
For your peace of mind, all of our cleaners are police checked, fully insured, and professionally trained to care for your home with the highest level of respect and professionalism.
Most of our regular clients choose to provide access via a secure lockbox containing a key. This is our preferred method, as it ensures your home can still be accessed if your regular cleaner is unavailable and another member of our team is attending your service.
To achieve the best results, our cleaners work most efficiently when the home is free from interruptions. Where possible, we recommend that family members are out during the clean and that pets are safely secured outside or in a separate area of the home.
10. Will I have the same cleaner/time allocated for each clean?
Yes, Once we have booked you in to our calendar we will assign you to a cleaner and a time allocation. On occasion the time may vary due to other cancellations however the cleaner will almost always stay the same. If your usual cleaner is unavailable will will try and reschedule with your assigned cleaner, if this is not possible but another cleaner is available, we will then offer you a substitute cleaner.
11. Do you provide services during school holidays?
Yes, we continue to operate throughout most school holiday periods; however, our schedule may vary.
Many of our cleaners are parents with school-aged children, so some team members may reduce their availability during school holidays. When this happens, we do our best to ensure your regular service continues by arranging for another trusted member of our team to attend your clean where possible.
We also understand that many of our clients travel or adjust their routines during school holidays and may choose to pause or reschedule their cleans. We do our best to accommodate these changes whenever possible.
Each year, Mums On The Run Cleaning closes for a short break over the Christmas and New Year period, typically from just before Christmas until the second week of January. We notify all clients well in advance of our holiday closure and communicate any temporary changes to cleaning schedules during this time.
Our goal is to provide a reliable service while also supporting the work-life balance of our team, and we appreciate our clients' understanding during these periods.
12. Do I need to provide anything?
No. Our cleaners will arrive with everything they require for the clean. Unless of course there is a certain product you would like them to use specifically on certain furniture or floors. For example wood floor cleaner, leather polish, wood polish for timber furniture, Enyo products. If this is the case, please leave out for them to use.