FAQ | Hvnly Hygiene 1

Frequently Asked Questions – Hvnly Hygiene Cleaning Services

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General FAQ

How do I book a cleaning service?

Click our Book Now button, fill in your details (name, address, phone, property size, and any extras), and you’ll receive confirmation on the same business day. You can also call or email us for assistance.

Do I need to be home during the clean?
No. You can stay or go out and enjoy your free time. Just let us know how to access your property, and we’ll handle the rest.

Are you pet-friendly?
Yes! Please let us know about any pets in your booking notes so we can bring the right equipment and products.

Are your cleaners insured and professional?
Of course! All our cleaners are fully insured, background-checked, and professionally trained for your peace of mind.

How long does a clean take?
Cleaning time depends on your property’s size and condition. As a guide, an average home size is 3bedrooms, and 2 bathrooms. For a solo cleaner, this can take 3.5-4.5 hours, a team of 2 can take 2 hours, depending on the level of grime, frequency of our services, personal lifestyle and habits. Every home is different and can vary.

How many cleaners will come?
We usually send a team of 2. For bigger jobs, bigger teams will be provided. For smaller jobs (like studios or touch-ups), a solo cleaner may attend.

Services FAQ

What cleaning services do you offer?

We provide:

Maintenance Service
General Home Cleaning
Housekeeping
Deep Cleaning (recommended for first-time or long-overdue cleans)
End of Lease/Bond Cleaning
Office and Commercial Cleaning
Carpet & Upholstery Cleaning
Outdoor Service

What is included in a Deep Clean?
Deep Cleans are for first-time clients or those who haven’t had professional cleaning in 1+ months, or for the starting price for an End of Lease. This service covers extra attention to neglected areas and is more thorough than a regular clean. Please use our service lists as a guide.

Do you move furniture?
We move light furniture (under 10kg). For safety reasons, we don’t move large items like fridges, beds, or couches.

Do you offer End of Lease cleaning?
Yes! Our End of Lease/bond cleaning ensures your property is ready for inspection and helps to secure your bond refund.

Can I book a partial clean?
For partial cleans, we recommend our hourly service, our standard minimum is $150 for a service. This means that all of our costs are covered, whilst providing a high quality clean, up to our standards. Let us know your priorities, and we’ll tailor the service to your needs.

Pricing & Billing

How much do you charge?
We offer flat rates based on your property size, with extras available. Hourly rates are also available for partial or custom cleans. Contact us for a quote!

How do I pay?
Payment is required to confirm your booking, unless other arrangements are made prior to the service. We prefer bank transfers if possible.

What is your service guarantee?

HVNLY Hygiene is committed to delivering professional, high-quality cleaning services in accordance with the agreed service scope.

If a genuine service issue or missed agreed item is identified, clients must notify HVNLY Hygiene within 24 hours of service completion, including clear photos where possible.

Where appropriate, HVNLY Hygiene may choose to return to rectify genuinely missed items within the original agreed service scope. Rectification requests do not include additional cleaning requests, changed expectations, areas outside the original scope, pre-existing damage, permanent staining, wear and tear, property deterioration, or issues caused after the service has been completed.

Full payment remains due in accordance with the invoice terms regardless of any requested touch ups or inspections.

HVNLY Hygiene does not provide unlimited re-cleans or open-ended service guarantees. Any additional labour requested beyond the original agreed scope may incur additional charges.

Nothing in this policy excludes, restricts, or modifies rights available under the Australian Consumer Law

Respectful Behaviour Policy

HVNLY Hygiene is committed to maintaining a safe, respectful, and professional working environment for all staff, contractors, and clients.

Aggressive, abusive, threatening, discriminatory, intimidating, sexually inappropriate, manipulative, or otherwise unacceptable behaviour toward HVNLY Hygiene staff will not be tolerated under any circumstances.

This includes, but is not limited to:

Verbal abuse or harassment
Threatening or intimidating conduct
Sexual harassment or inappropriate comments
Violent or aggressive behaviour
Discriminatory or derogatory language
Bullying or coercive behaviour
Unsafe working conditions
Repeated unreasonable demands outside the agreed service scope

HVNLY Hygiene reserves the right to immediately refuse, suspend, or terminate services where behaviour is considered unsafe, inappropriate, or unprofessional.

Where a service is cancelled, interrupted, or unable to be completed due to client behaviour, denied safe access, or unsafe conditions, the full scheduled service fee or applicable cancellation charges may still apply to cover reserved labour time, travel, scheduling, and operational costs.

Nothing in this policy limits any rights or obligations under applicable Australian laws, including workplace health and safety obligations.

Policies

What if I need to cancel or reschedule?
We require a minimum 48 hours’ notice for cancellations to avoid a fee. Cancellations with less notice may incur a charge.

What if something gets damaged?
We are fully insured. Please report any damage within 24 hours of the service, so we can investigate and resolve your claim quickly.

Frequently asked questions

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