Working hours : Mon-sat (8.00am - 6.00PM)

Faq


Who are we?

Wollongong City Cleaning is a full service cleaning service offering not only standard cleaning services but deep cleaning, annual and holiday clean-up services as well.
Our team members pride themselves in consistently creating a clean home environment for you and your family to enjoy. Our cleaning personnel are bonded, licensed and insured.


Why choose Wollongong City Cleaning?

Wollongong City Cleaning is committed to delivering a maid service program of the highest quality and reliability. We offer responsive customer service and a number of additional cleaning services to be your one-stop source for home cleaning services.
We are a not a cleaning agency but a cleaning service provider who bring together the best people, most effective methods, highest quality supplies and latest equipment to deliver on this commitment. All our team members are and supervisors are trained and experienced in the latest, safest and most effective methods for cleaning homes.


Our guarantee- your 100% satisfaction

If we clean and you notice a mistake, or simply anything that does not meet the standards for exceptional quality we promised, just let us know within 24 hrs and We will re-clean only that area at no additional charge.(Notice given after 24 hrs is subject to company approval)


How much will the cleaning service cost?

Every job that we do is different and so are the customer expectations. We prefer to visit your premises before we provide you a quote taking into account the nature of the job and its demands.


When and how do I pay?

Payment is strictly due on your regularly scheduled cleaning day.
We have a wide range of payment options available, including cash, check, direct debit, credit card payments and invoices. Many of our customers find it convenient to simply leave a check or cash payment out for our team members on the kitchen counter to collect when they arrive to begin their work.

Accounts overdue by 72 Hours incur a $36.50 administration fee. If we incur any costs of collection such as legal fees and collection agency fees. Failure to pay; may lead your information to collection agencies.
We may provide support in case of financial inability to pay.


Do I need to provide equipment and supplies?

For residential cleaning we prefer that we use your products and equipment in order to maintain proper hygiene. We would be happy to recommend the products required, including organic and environment friendly products.
We use our own biodegradable products for one-off cleans. If you want GSR Team to use their equipment and supplies for regular cleaning, please advise us while booking.


Is Wollongong City Cleaning Green?

We use quality products by central cleaning services. Our products are biodegradable and environmentally friendly.If you want us to use 100% organic products please let us know when you book the service.


Who will Wollongong City Cleaning send to clean my home?

Our team members are trained to be professionals and are trustworthy, honest and reliable. They are screened to find the best people and have police checks and reference checks.
Wollongong City Cleaning have trained their staff before they come to you.
Our professional house cleaners will not eat, drink, smoke or operate any appliances while inside your home, but allowed to drink water.


Do I have the same cleaner each time?

We always try to send the same team member to clean your home. At WCC we train 2 team members for your home. We will allocate the other cleaner when your regular cleaner is unavailable.


Is there anything needed to be done before your cleaner arrive?

It would be nice if you could pick up or put away any clothes, children’s toys, important documents etc. before the cleaners arrive. This would help our cleaners make the best use of their time. It is also appreciated if you could have the cleaning kit and equipment ready.


What if I can’t be home when your team arrives?

No problem! Many of our clients decide to provide us with a key and a code if they have an alarm system for their home. All keys are securely marked and controlled to maintain your security.


What if I have pets?

We have no problems with that as all our cleaners are pet friendly, but it is appreciated if you could make sure your pet is safe and secure before our cleaning associates come to clean. Our teams are not permitted to clean or pick up animal ordure by hygienic reasons. It can be done by special request, so they can bring all safety gears.


What if something is damaged?

While our team members are trained on proper cleaning procedures and pride themselves in being careful, if anything were to get damaged as the result of something one of our team members did while cleaning- we want to step up to make it right!
That means trying to as quickly as possible to repair or replace it. Because all of our team members insured, we would file a claim whenever necessary to help resolve the situation. Wollongong City Cleaningwill furnish all forms of insurance required by law and shall maintain the same in force.
We are covered public liability insurance of personal injury or property damage.


How can I Reschedule or Cancel my regular cleaning?

We do realize that sometimes life gets busy and you might have to reschedule your regular cleaning service. Please inform us 24 hours in advance, so that we can change our team member’s schedule or arrange an alternative time and date for the cleaning.


(Please note that full charges apply if not informed 24 hours in advance)
What if I want to suspend my regular cleaning service if I go for holidays?

Again, please let us know well in advance if you plan a holiday trip and decide to suspend the regular cleaning during that period. We would be happy to do it as long as we are provided a short and fixed duration.
Speaking of holidays, be sure to let us know if you are in need of extra cleaning in advance of family get together, dinner or party- we’re here to help.


What if WCC Staff doesn’t show up?

If any circumstances beyond our control like traffic, any accident on road or staff injury or suddenly got staff sick or any work accident; then we will be inform you ASAP and will arrange an alternative time suitable to you and us to cover our services.


How do I contact my cleaner?

Please call us on 4243 7570. We do not exchange personal contacts of our cleaners according to our company policy, so inquiry must go through WCC office.