HOW CAN WE HELP?
HERE ARE THE FREQUENTLY ASKED QUESTIONS
What is included in a standard cleaning?
Standard cleaning takes into account everything that involves cleaning a home or apartment. Cleaning/vacuuming floors, cleaning bathrooms, kitchen, living room, dusting, etc. We do offer extra services like cleaning inside the fridge and inside the oven, and those can be selected on the booking form when you select service.
How much will it cost?
We price based on the number of bedrooms and bathrooms in the home. Select the number and the price is shown instantly on the website.
Do you bring your own cleaning supplies, products and equipment?
All cleaners will carry a kit of back-up products to ensure a job well done. We do ask that clients provide their preferred products where possible to ensure the best quality clean for your home & family.
We ask that all clients provide equipment for their cleaners for hygiene reasons. Please ensure you have a mop/bucket, quality vacuum and plenty of microfibre cloths available for your cleaner.
Can I request special tasks or extras?
Sure thing. Simply respond to your confirmation email or log into your account and add any comments you would like to be applied to your service.
How do I create an account?
When you book service an account is automatically created for you. Simply set up your account, choose your password, and you’re ready to go. Alternatively you can create and log into your account at this link: https://thecleaningstudio.launch27.com/login
Do you service my area?
If you’re within Brisbane and surrounds, absolutely. If you’re unsure about a specific service location, please email firstname.lastname@example.org and we will get back to you right away 🙂
Manage Your Account
How do I log into my account?
Log into your account at https://thecleaningstudio.launch27.com/login
How do I change my password?
You can submit a password change request on the customer login page at https://thecleaningstudio.launch27.com/login.
How do I change my address?
Log into your account and update your address in your upcoming booking. Alternatively you can can give us a call and we will update your address for you.
How do I change my credit card?
Log into your account at https://thecleaningstudio.launch27.com/login and update your card on file. Your new card will automatically be noted as your default card.
How do I book my first appointment?
Simply go to our booking form and schedule your appointment online. Alternatively you can give us a call if there are any issues at all.
Pricing & Policies
How do I refer a friend?
Log into your account and get your referral code. Share this with friends. If a friend books through your referral id, your friend automatically gets a $30 discount and you earn a $30 referral reward that can be applied to future service.
How do I view my Gift Cards?
Log into your account at https://thecleaningstudio.launch27.com/login and you will see any outstanding gift cards and respective balances. In addition, you can see any referral rewards you have earned for referring a friend.
Can I apply a discount to an existing appointment?
Absolutely. Simply enter your coupon (giftcard) code into the booking form as you are creating your booking. Your final price will automatically change to reflect your coupon balance. At any time you can log into your account and see the balance on any giftcards you have.
Why is the discount not working?
Some discounts are for first time customers only and some are for recurring customers only. In addition, some discounts are only one-time, and will not work for future service. There might be a couple reasons why a specific discount code no longer works. Please get in touch if you have any questions.
I was given a voucher and would like to redeem it, what should I do?
In most cases you can enter your coupon code directly on the booking form. If you have any issues, please contact us and let us know.
What is the one hour window?
Please note that if your time is a range that this is our arrival window to deal with the unpredictability of traffic, parking, and other surprises.
Trust & Safety
Can I trust my cleaning professional?
All of our cleaners are interviewed and pass a national police check. In order to become registered on The Cleaning Studio App, cleaners must pass our strict 8 Step Onboarding Process. Less than 1/100 of the people that apply end up registered as a cleaner on The Cleaning Studio App.
What happens if something goes wrong during my appointment?
If something goes wrong, we’re here to make it right. Please let us know right away and we’ll be there to take care of it. That’s our promise to you!
Is my billing information kept safe and secure?
We have three levels of security in place.
- Our booking page is protected by extended validation ssl.
- Our booking form has its own layer of 256 bit security.
- Credit card transactions are processed by stripe and is layered on their own 256 security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very very seriously.
Do the cleaning professionals go through a background check?
Yes they do. We run a detailed national background check on all applicants as a key step in our 8 Step Onboarding Process.
What is your 100% satisfaction guarantee policy?
If you’re not content with your cleaning, we will come out and re-clean (within a 7 day window). If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.
What is your refund policy?
If something is not done to your expectations, please let us know. We’ll send a team out to make it right (within a 7 day window). If after our re-clean is completed and you’re still not happy with service, we offer a full refund.