The top 16 questions we regularly get asked:

How do I pay?

For regular home cleaning:

Payment is made by debit or credit card. The payment is processed after each service has been completed.

For one-off cleaning:

For a one off service we take a deposit of $100 to lock in the booking. This payment can be made by debit or credit card. It’s not until the service is complete, and you are happy with the job, that we process the remainder of the payment through the same card.

Who are your cleaners?

We arrange for you to meet your cleaner prior to the service starting, to make sure you’re happy with the person we’ve organised for you. We also understand allowing someone you don’t know into your home requires trust, which is why our cleaners are:

  • Fully insured
  • Police checked
  • Personally interviewed
  • Thoroughly reference checked
  • Trained by us

What if something goes wrong?

If anything happens to go wrong during the service, whether the clean doesn’t meet your expectations or something is accidentally broken, we'll fix it. That’s why we’re here, to make sure that cleaning your home is as stress-free as possible. Whatever the issue is, we’ll resolve it.

How good are your cleaners?

We love our cleaners, and we put in a lot of effort to find and keep the best.

We advertise extensively throughout Melbourne to find the perfect candidates, and end up hiring around 1% of people who apply. We do thorough reference checks, a police check and have our own interviews, induction and training sessions.

Will the same person clean my home each time?

Yes! Your cleaner will generally live close to you, so they don’t have to travel very far. For a regular service the same cleaner will come back to your house each clean.

Whose cleaning products and equipment do you use?

For regular home cleaning:

Most of our clients provide their own products and equipment for their cleaners. This is done so that you know what chemicals are being used in your home and to help keep the cost of the service down. However, we can provide all or some products and equipment for these services if you would like.

For one-off cleaning:

Cleaners always bring their own products and equipment. It allows them to be more efficient with their time in an unfamiliar home, and ensures they have everything they need to make sure they do a good job.

Do I need to be home during the clean?

For regular home cleaning:

No, but you can be if you like.

We highly recommend that you meet the cleaner before they start cleaning for you (this can be done outside of business hours). We can’t stress this enough! After this meeting it is up to you whether your cleaner works while you’re at home or not.

For one-off cleaning:

No. We suggest you are at the house at the start of the clean to explain to the cleaner what your requirements are for the job and also at the end of the service, just to make sure everything is done to your satisfaction.

How does my cleaner get in?

There are few ways to do this; whichever works best for you is the best way:

  • Be there at the start of the clean: requires you being there to let the cleaner in, then you can leave them to lock up at the end of the service.
  • Leave a key somewhere safe: leave a key in a locked letterbox or in a lockbox for the cleaner to use each time they come to clean.
  • Give your cleaner a key: this is the easiest thing to do if you’re comfortable doing so. Many of our clients do this.

What happens if I’m not happy with a clean or cleaner?

If there are small issues with the service you’re receiving, we have trainers that can come out with the cleaner during the service and correct any mistakes they may be making, or things they miss. These Quality Assurance visits are really effective at getting everyone on the same page.

But, ultimately, if you’re not happy with your cleaner, we can easily organise someone else for you. We want to make the process as easy for you as possible.

What happens if my cleaner is sick or goes on holidays?

If you like we can organise a fill-in cleaner while your cleaner is away. Easy.

Are you pet friendly?

Certainly. As long as you let us know about your furry friends beforehand, we’ll be able to organise a cleaner for you who loves them just as much as you do.

Can I get a receipt or invoice?


You will receive an email receipt after each service once your credit card has been charged. This is sent by Stripe, our payment provider.


If you need an invoice for the service (to claim the cleaning through a home business, for example) this can be arranged through the office and comes at an additional cost. Please call us for more details regarding invoices.

What can be included in your service?

For regular house cleaning:

Our services cover most domestic cleaning tasks. Most of our clients ask their cleaners to do the core duties, such as dusting, vacuuming, mopping, kitchen surfaces and bathrooms. However, your cleaner can also do day-to-day chores like tidying up, washing dishes, putting on the laundry and making beds.

For one-off cleaning:

All the same tasks can be completed as a regular service. In addition to this, many clients also get some or all of the following cleaned:

  • oven
  • walls spot cleaned (we don't wash the whole wall)
  • inside of fridge
  • inside of cupboards

See: What doesn't Excel Cleaning do?

Do I need to do anything before my cleaner comes?

This one is up to you! The more tidying you can do before the cleaner comes the less work they’ll have to do. Some people like getting their cleaner to do things like putting clothes away and doing the dishes, others prefer that they focus on the more difficult tasks, like the bathroom and kitchen. Depending on your budget and dislike for cleaning you can organise what you would like done when you meet with your cleaner.

Is Excel Cleaning a registered NDIS provider?

Yes, we are. For more information on how to get started with us please give us a call.

What doesn’t Excel Cleaning do?

Excel Cleaning only does domestic cleaning work. We do most things within the home, but here are the tasks we don’t cover:

  • steam cleaning
  • outside windows
  • cleaning outside
  • washing walls
  • anything up high that requires anything more than a step ladder

Ready to get started?