Question 1

Do I need to be home during the clean?

Accepted Answer

No, you do not need to be home. Many of our clients prefer to provide key entry codes, lockbox locations, or coordinate building reception access so they can go about their day. Since every cleaner on our team is identity-verified, reference-checked, and fully insured, you can have complete peace of mind while you are away.

Question 2

Can I get the same cleaner every time for recurring bookings?

Accepted Answer

Yes, absolutely. For weekly or fortnightly recurring services, we match you with a consistent cleaner so they get to know your home's unique layout and your specific preferences. If your regular professional is ever sick or on leave, we will offer to send an equally qualified substitute or reschedule according to your preference.

Question 3

Are there lock-in contracts, and can I cancel/pause anytime?

Accepted Answer

There are never any lock-in contracts or hidden commitment conditions. You can pause, skip, reschedule, or cancel your recurring cleaning service at any time through your customer dashboard. We only ask for at least 24 hours' notice prior to your scheduled clean to avoid a late change fee.

Question 4

What happens if I'm not satisfied with the clean?

Accepted Answer

We back every clean with our Re-clean Guarantee. If anything on your service checklist was missed, tell us within 72 hours with photos and we will re-clean those areas free.

Question 5

When exactly is payment taken?

Accepted Answer

For credit card bookings, we place a temporary authorization hold on your card 24-48 hours before the scheduled service to verify funds. However, your card is only officially charged AFTER the clean is completed and you have confirmed your satisfaction. For cash bookings, payment is due immediately after completion.

Question 6

What's excluded from a standard clean?

Accepted Answer

Standard cleans cover general dusting, floor vacuuming and mopping, kitchen counters, exterior appliance wipe downs, and bathroom sanitation. We exclude high-reach areas (above 2 meters/6.5 feet), exterior windows, toxic mold remediation, biohazard cleanup, deep carpet stain dye extraction, and lifting heavy furniture over 15kg.

Question 7

Do I need to supply my own cleaning products/equipment?

Accepted Answer

No, our professionals arrive fully equipped with professional-grade cleaning solutions, commercial vacuum cleaners, mops, and clean microfiber cloths. If you have specific specialty cleaning products (e.g. for natural wood or marble countertops) that you prefer we use, simply leave them out and let us know in your booking instructions.

Question 8

What makes Safa Property Care different from gig-economy marketplace apps?

Accepted Answer

Unlike marketplace platforms that act as directories and connect you with unmanaged contractors, Safa Property Care directly manages, trains, and insures all staff. We assume 100% accountability for the quality of the clean, handle scheduling backups, and carry $10M public liability insurance.

Frequently Asked Questions