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Getting Started, Our Service, Trust, Security & Safety

Getting Started

How do I create an account with The Naturally Clean Co?
When you book we will create an account for you automatically. All you need to do is choose a password and you’re good to go. If you’d like to create an account without booking there’s a cheeky back door at this link https://thenaturallycleanco.launch27.com/signup. Once you get there follow the prompts and you’re good to go!
How do I book?
Click on the Book in 60 Seconds button and you’ll be guided through the booking process.

Or email us at [email protected]

Do I need to supply anything?
Electricity for our vacuum’s and water for our buckets. We provide everything else. If you have a special request that may require specialised equipment, please let us know so we can arrive prepared.

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Contact Us Here

Can you tell me what products you use?
Great question!

Below are the products we use:

We’ve put quite a bit of time and effort into finding which products we can use that align with our values and our commitment to a cleaner planet while still enabling us to do a cracker job. We also understand that vinegar while great for a multitude of tasks, being acidic means we are unable to use it on some surfaces.

We take a lot of pride in the work we do and providing wonderful outcomes for our clients and you can rest assured that we’ll take the utmost care in your home.

If you have any questions please let us know. Very happy to help with anything that we can.

Do you service my area?
Depends where your area is. As a general rule, we service anywhere within 15km of Brisbane CBD. If you’re beyond this limit and don’t mind an added ‘Out of Service Area’ fee just let us know! If you’re not sure get in touch and we’ll let you know. 🙂 Click here to get in touch!

The method we use to calculate this fee is:

Using google maps, we get directions from Brisbane to your address avoiding toll roads. If the distance is 15km or under we can service you. If your distance is more than 15km we multiply the difference by $3.30 and that’s the fee.

e.g: If your distance is 21km, the fee will be $19.80 per cleaner. (21km minus 15km = 6km). (6 x $3.30=$19.80) per cleaner.

So what included in a cleaning service?
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 a service.

For a breakdown of what included head this way: What’s Included?

What does it cost?
Our packaged services pricing varys depending on the size of your home. We base this on how many storeys and bathrooms you have. We use a fixed price system which means you pay for quality service regardless of the time it takes. We’re happy to give an estimate on time based on our experience though. Check out our packages here.

Want a more customised service? Choose our custom option for an hourly rate and we’ll happily work to your priorities with the allotted time 🙂

Our booking page will give you a pricing estimate. Feel free to play around with it for an obligation free quote.

Don’t see a fit that suits your needs? Let us know. We’ll work something out that you’re going to love!

Can I request other tasks or extras, you know, extras that aren’t on the extras options?
Request away! Just add a comment on the booking form or log into your account to add any requests or instructions you’d like added to your services. If it’s something we can’t do we’ll let you know as soon as possible.

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Your Service

How do I cancel my service?

You can cancel at anytime by logging into your account and cancelling your booking. Alternatively you can contact us directly:

email [email protected]

phone 1800 331 745

Please note that when we schedule your service we reserve that time in the day just for you, if you decide to reschedule or cancel a booking after 5pm of the day before your service you will incur a 50% service fee.

Amend your Booking HERE

I don’t want to cancel, I just want to reschedule my service.

That’s no problem at all simply login to your account and click on reschedule.

Or.. Give us a call on 1800 331 745

Please note that when we schedule your service we reserve that time in the day just for you, if you decide to reschedule or cancel a booking after 5pm of the day before your service you will incur a 50% service fee.

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What is the 1 hour window?
The 1 hour window has been allocated to give you an indication of when we will arrive to perform the service. It gives us enough time to get from previous job to your home and mitigate any dramas with traffic. We’ll always try to safely text you our ETA when we have a good idea so you’re not left wondering.
When will I be charged for the service?
You will be charged for the service once the service has been completed. You will receive an email confirmation with a tax invoice and you will also be given the opportunity to rate the service and the team that completed it.

Please note that on the day before service a pre-authorisation hold is made to your card. This is just a hold even though some banks may show this as a charge. The final charge takes place after your service is completed.

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I really like the service that was provided and the team that provided it. Can I use them again?
We do everything we can to keep consistent teams for all of our clients. It helps us build trust an ensures you get the same level of quality and service every single time.

Don’t forget to rate your team and the service they provided!

I love the service you provided, if I tell a friend do I get a discount?
We’re happy to hear you love us… did someone say discount? Of course we like to reward our clients with discounts especially when they bring us new business. Please get in touch with us using the following email and we will arrange to have a $10 discount applied to your next service. We will even give your friend a $10 discount on their second recurring booking just to sweeten the deal.

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Trust, Security and Safety

Can I trust my professional cleaners?
Our cleaners are not just picked up in the street willy-nilly. We have a rigorous interview process which includes a sample of their standards of quality. All our cleaners pass a police check and are a good hard working locals just like yourself.
Do you run background checks on your cleaners before they come to my home?
Yes, all of our cleaners must pass a full background check before they are initiated into The Naturally Clean Co team.
What happens if something goes wrong during the service?
We’re here to provide the utmost quality of service to you. If something goes wrong, please let us know so we can make it right.
What is your 100% satisfaction guarantee policy?
If you’re not content with your clean we’ll come back out and fix it. If for any reason at this point you still would not recommend us to a friend we will refund your money. We’ve got a 7-day window on this folks.
So I can see your pricing is very basic and straightforward...what's the catch?
There’s no catch, our pricing is upfront and transparent. You choose exactly what you want and you know exactly what it will cost you before you book.

We’re here to provide a quality service with minimal impact to the environment that saves you time, not surprise you with hidden costs.

Are my billing details secure?
We use a level of security we like to call tri-securitops. Bad pun we know but rest assured we take security tremendously seriously.

We give you three levels.

First our booking page is protected by extended validation SSL. Secondly our booking form has it’s own layer of 256 bit security. Third, card transactions are processed by stripe ( https://support.stripe.com/questions/what-kind-of-security-does-stripe-have-in-place) 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). How’s that for serious?

Ready for a Clean Home?

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