FAQ's

Here are some of our most commonly asked questions about our all natural cleaning services. If you can’t find the answer to your burning question, feel free to give us a call on 0421 128 220 or send us a message and we’ll be more than happy to help!

getting started:

Only you know why you are considering hiring a cleaner and it is certainly different for everyone. But we find most people are simply too busy and really need a helping hand, or they require the help of a professional cleaner as requested by a real estate agent or they simply would rather be doing something they truly love on the weekends! Leave the cleaning to the people who really LOVE to clean – that’s us! 

Our ultra-effective cleaning methods include using products, tools and equipment which are friendly to you, your family, your pets, the environment (and also us as your cleaners!). We prefer to use natural ingredients which still do an amazing job at cleaning but which are earth and people-friendly. We avoid the use of bleach and other nasties in our natural eco-friendly cleaning services because many people have allergies/sensitivities or place health as their top priority. Some of our favourite products and tools can be found in our online store. We love doTERRA On guard cleaning concentrate, doTERRA essential oils, Eco Store, Ecover, Method and ENJO just to name a few. And stay tuned for the release of All Pure Cleaning branded products and essential oil blends soon! 

We service north of the river and south of the river in Perth. For regular cleaning, we have spots available in suburbs as far south as Aubin Grove, as far North as Duncraig and as far east as Roleystone. Please contact us to see if we have a regular spot in your suburb. For one-off cleaning such as vacate cleaning, rent inspection cleans and window cleaning, we may travel to suburbs further out.

We do have ‘terms of service’ just so you know how we operate but we do not have contracts in place which lock you in. You are welcome to have a one-off clean any time with no obligation to continue, or you can book us in for a regular home clean, again with no obligation to continue. The benefit of booking a regular clean is that we will assign you a specific day which is secured for you so you know we will always be there!

For regular cleans, rent inspection cleans and deep/spring cleans we generally provide an estimate over the phone or via email. For vacate cleans, office cleans, ovens and windows we often come out to you and quote based on the job. Though if you have photos or a link to the property then we can provide a quote online for you. We’ve been providing cleaning services in Perth since 2013 so we tend to accurately quote on each property we clean for.

It really depends on what you are after and how long you have booked for your clean. Whether it’s regular home cleaning, one-off spring cleaning, rental inspection cleaning, vacate cleaning, office / commercial cleaning, window cleaning, strata cleaning or oven cleaning – we have a list of tasks for each service. Just in case you have very specific needs or wish to create your own cleaning schedule, this is no problem for us as we can also cater each clean to your specific needs. 

As we are in different suburbs on different days and sometimes things can change – we don’t currently offer an online booking system. However, you’re welcome to call or text us on 0421 128 220, email us at contact@allpurecleaning.com.au or send a message through facebook or instagram or smoke signal (haha, just kidding on that one) so we can provide you with a quote and book you in seamlessly. Once we find a suitable day we will send you a booking confirmation so you can rest assure you know we’ll be there.

To make our house cleaning services more efficient, we ask that you pick up clothing, toys and other household items prior to a visit from us – it just means we can spend more time scrub-a-dubbing which is what we are good at if we do say so ourselves (you can also see kind words from our happy clients HERE)! However, if you would like us to tidy, we can absolutely do this too – we just need extra time added on to do so.

regular cleaning service:

The All Pure Cleaning team come fully prepared with an eco-friendly/natural cleaning kit and all required equipment. You can find out more about what we use HERE. We understand that some of our clients have preferences for specific products to use on special areas (such as stone or polished concrete) and can use specified house cleaning products and equipment if you wish. Some of our clients have a specific product they need for their floors, or their own ENJO products or a special vacuum cleaner and we are happy to do this.

Generally for the first clean, a lot of our clients prefer to be home to show us around and to meet us. Though there’s no pressure if you’re too busy - you can let us know your preferences beforehand or simply leave us a note. After the first clean you can leave a copy of your key with your neighbour, hidden in a secret location around the house, or you can leave a copy with us. You are welcome to do this from the first clean too – whatever you feel comfortable with.

We understand that you may need to cancel or reschedule your house cleaning appointment. However, to avoid paying a cancellation fee, we require at least 48 hours’ notice. If you cancel within 24 hours of the service, the fee is the full amount of the scheduled cleaning. We do not like to charge for services that are not provided, however we must implement this policy so that everyone involved knows that the scheduled appointments can be counted on. Also, if we have booked a spot for you, it means we have booked the team members and have most likely turned away other clients. We appreciate your understanding on this.

Payments are due the day of your scheduled cleaning service upon completion of the clean. Most clients find it convenient to simply leave the correct change or pay by credit card. We no longer accept bank transfers as payments (unless this is completed prior to the clean – you can deposit the money 2 days before the clean to ensure we receive it on the day of the clean). We love to clean but we don’t love following up on outstanding payments. Thank you for your understanding.

We generally send 1 – 2 people for a regular home clean, rental inspection clean, window clean and commercial clean (depending on the time and day you would like your clean) and 2 – 3 people for a vacate clean. It doesn’t change the total price if we send more people to you – we will outline how this works in our quote for you. An example of what we mean by this is if you book a 3 hour clean for 1 cleaner, it is 1.5hr for 2 people. This is 2 x 1.5hr which equals 3 hours.

We have a lovely close-knit team at All Pure Cleaning and our preference is to have the same person or at least one person who has cleaned your house before. However, there are times when team members are sick, go on holiday or their university arrangements change, which means we may need to send someone you haven’t met before. Rest assured, all our team members are trained to a very high standard. We also get as many details from our clients as possible for our client management system so they will know what to do/not to do at your place. We LOVE getting as many details as possible to ensure your clean is perfect!

We LOVE animals at All Pure Cleaning! However, please do let us know if you have pets prior to our arrival. Lions, tigers and bears, oh my, and other domestic animals should be locked away for the duration of the clean – just so we can focus on the task at hand and ensure we and your pets are safe and sound. But if you do have a beloved pet you would prefer stays indoors (particularly on hot or wet days or if you have an elderly animal needing to snuggle up) then we won’t mind at all. Please just let us know how we can ensure they stay safe during the clean. And if you’re ok with it, we may even ask you if we can give them a cuddle! 

Here at All Pure Cleaning, we firmly believe that sharing is caring. You may not know this but we have a wonderful referral program! Invite your friends, family, neighbours and coworkers to use our services (we think you’ll want to if you love us anyway!). For each person you refer who books for recurring cleaning services with All Pure Cleaning, we will reward you with $50 off which will be applied to your next clean with us. As a bonus, your friend will be rewarded too with $50 off their 2nd clean with us as part of their regular booking! Simply ask your referral to mention you name at the time of booking with us.

trust & safety:

Most definitely! You can rest assured that your key will be very safe with us. We treat your keys as if they are our own. Each key is secretly coded and kept in a locked box, only to be taken out when we are coming to clean your place. We also knock before we enter your property so as not to surprise you and you will always know when we are coming. You are most welcome to leave a key at your property, however we prefer it be placed in a secret coded lock box and not hidden in an obvious place (for security reasons).

Absolutely! All our cleaning professionals are interviewed by Prema and background checked. They all hold a current police clearance. 

We sure are! We keep our insurances up to date. This is what sets us apart from many private cleaners.

Please refer to our privacy policy. Keeping your information safe and secure is our priority!

Absolutely! Your details are kept safe and secure and will only be used once your clean has been completed. In the event that you need to cancel your cleaning service, your card details will be deleted safely.  For more information, please refer to our terms of use

We guarantee satisfaction! That means if you are not completely satisfied please let us know within 24 hours of the job. We do take this sort of thing seriously but it is very hard to rectify or deal with if you let us know 1 – 2 weeks later. If you let us know right away we can speak to you personally about how we can rectify the issue. 

CUSTOMER SERVICE & OTHER FAQS:

Prema owns All Pure Cleaning and is also at the end of the phone when you call 0421 128 220. All Pure Cleaning is a small close-knit team, so although Prema may not personally clean your house, you will definitely continue to hear from her and her incredibly fabulous assistant Daniella. The lovely team at All Pure Cleaning are all hand-picked and trained by Prema so you will be greeted with friendly, smiling faces in your house who will always clean to perfection! Prema’s mum is also a very big part of the business so may get a chance to meet her too! We think you’ll love the team as much as we love them!

Our cleaning team are very careful and remain aware at all times when they clean. We do ask you to let us know of anything which is particularly fragile and/or if you wish for us to not dust/clean/vacuum anywhere. In the unlikely event that something is broken or damaged, we will let you know right away and fix or replace it. For your peace of mind, we are insured. Again, we do our utmost to ensure this is never something you have to deal with. 

We are very proud of our excellent customer service and high quality cleaning service. All our team members are trained to the same high standard. We stand by our cleans and provide a 100% satisfaction guarantee, however, in the unlikely event that you are not happy with the clean, we will firstly speak with you to find out what has happened (communication is super important to us and oftentimes it is simply due to a misunderstanding) . If you are not happy for any reason, we do ask that you contact us within 24 hours so we can come out and rectify the clean at no charge to you. It is very hard to rectify or deal with complaints if we are informed weeks later. Thank you for understanding on this and rest assured, your satisfaction is our priority! 

We value our clients, our team members and the greater community so you can rest assured we are following the government restrictions and requirements with regard to the coronavirus pandemic. You can read more HERE about what we have implemented within All Pure Cleaning to keep you, our team members and the community safe at this unprecedented time. 

We welcome all feedback from all of our clients, as we are always looking for ways to improve our service, and we also love to pass on positive feedback to our team members. We feel confident you will be happy with our services so please feel free to share your sparkling clean home pictures & reviews – which then helps us to spread the word about our wonderful service.

You’re most welcome to post reviews at Google & Facebook or send us an email any time!

ONLINE STORE:

DELIVERY & SHIPPING

We currently post items within Australia only using Australia Post (Australia-wide) or courier service (within Western Australia). We do not currently offer International shipping at this stage. Gift Hampers are only available for delivery within the Perth metropolitan region.

Yes, unfortunately Australia Post has advised they are experiencing delays due to a significant increase in parcel volumes, reduction in air freight & abiding by social distancing requirements. This is as a result of the Coronavirus pandemic. You can READ MORE on Australia Post’s website.

We pack orders received within 24 hours and aim to dispatch orders within 48 business hours. As soon as your order is dispatched, you will receive a tracking link via email for you to stay updated on when your parcel will be delivered. Please note there are delays within Australia Post due to the Coronavirus pandemic and sheer volume of deliveries so please refer to Australia Post website for estimated delivery time. We cannot guarantee any delivery dates at this time.

Australia Post will require you to sign for your All Pure Cleaning package. However, if you would prefer to have your package left in a safe place such as your doorstep or letterbox, you can check the authority to leave option at our checkout. You can also provide delivery instructions in the comments section at checkout which will be included on your package. Any packages marked as authority to leave will cannot be replaced if they go missing – please note this risk when checking this option. 

If you find your package is still in transit for longer than expected, please contact us so we can investigate with Australia Post. In the unfortunate and rare occasion that this happens, it could take 2 – 3 weeks to locate the missing package.

If there was a delay due to an incorrect or incomplete address, your package will be returned to us and in order to have it resent to the correct address we will require the postage to be paid again. Please double check all addresses before ordering. 

Once an order has been processed through our online system, unfortunately we are unable to make any changes or provide shipping refunds. Please double check your order before finalising it or please note two shipping fees will apply. 

RETURNS

Absolutely! We want to ensure your online shopping experience goes smoothly so we will provide online store credit or a refund for any items that are unopened within 30 days of receipt of purchase.

To arrange a return, please contact us so that we can issue you with a ‘Return Merchandise Authorisation’ number and ensure a prompt refund for the product you plan to return. All items must be returned UNUSED and in the ORIGINAL PACKAGING for a refund to be processed. Shipping and handling is not refunded. Items will not be refunded if they are returned used or not in original packaging.

Oh no! Sorry to hear that. Please send an enquiry through our contact page and we will happily help you. Please write details of the issues you’re experiencing, including a picture or even a video so we know what’s happening. We’ll respond with an appropriate solution as soon as we can.