Frequently Asked Questions

How do I pay for the cleaning?Unless another arrangement is confirmed, payment is made directly to your cleaner on the day of the service. We will confirm the payment arrangement before your booking is final.

Do I pay Hush & Home or the cleaner?Hush & Home coordinates the booking and matches you with an independent cleaner. In most cases, the service payment is made directly to the cleaner unless another arrangement is confirmed in writing.

Are prices fixed?Prices shown on the website are starting prices or estimates. Final cost can depend on service type, hours selected, home size, condition, extras, location and cleaner availability.

Why is the price an estimate?Cleaning time depends on the size, layout and condition of the home, as well as the tasks requested. If the selected time is not enough, your cleaner will focus on your priorities first.

Do extras cost more?Yes. Extras such as oven cleaning, fridge cleaning, inside windows, cabinet cleaning, laundry folding or bed linen change may add time and cost to the booking.

What does recommended hours mean?Recommended hours are a guide based on typical home size and service type. They help you choose enough time for the cleaner to complete the most important tasks.

What is included in Regular Cleaning?Regular Cleaning covers everyday upkeep such as general tidy-up, bathroom cleaning, toilet cleaning, kitchen cleaning, dusting, wiping surfaces, vacuuming, mopping and routine home care.

What is included in Casual Cleaning?Casual Cleaning covers everyday cleaning tasks with flexibility to focus on the areas that matter most. It is suitable for one-off or monthly cleans when you do not need a regular schedule.

What is included in Spring Cleaning?Spring Cleaning is a deeper clean designed to refresh areas that may not be covered in routine upkeep. It can focus on built-up tasks, overlooked areas and selected extras.

What is included in Vacate Cleaning?Vacate Cleaning helps prepare a property when moving out or moving in. It may include detailed cleaning of kitchens, bathrooms, bedrooms, living areas and selected extras, depending on the confirmed booking.

Can I choose cleaning priorities?Yes. You can tell us which areas matter most. This is especially important if you book fewer hours than recommended.

What is not included in standard domestic cleaning?Standard domestic cleaning does not include hazardous cleaning, mould remediation, pest treatment, carpet steam cleaning, high-pressure cleaning, heavy lifting, cleaning at unsafe heights, biohazards, exterior windows or specialist restoration unless specifically agreed.

Do I need to provide cleaning products and equipment?Yes. Household cleaning products and equipment are usually provided by the household unless otherwise arranged before the service.

Can I provide my own cleaning supplies?Yes. You are welcome to provide preferred products and equipment. Please leave them in an easy-to-find location and include any instructions when booking.

Can the cleaner bring products?This may be possible by arrangement, depending on the cleaner and service type. If products are supplied by the cleaner, extra cost or limitations may apply.

Do I need to provide a vacuum and mop?Unless otherwise agreed, please provide a working vacuum, mop, bucket and any products required for your home.

Can I request eco-friendly products?Yes, you can request eco-friendly or low-tox products. If you have specific requirements, please provide the products and instructions.

What if I have special surfaces?Please tell us about delicate, natural stone, timber, brass, marble, specialty tiles, glass, high-gloss or other sensitive surfaces before the service.

Do I need to be home during the cleaning?No. You can be home if you prefer, or you can provide safe access instructions before the service. Please tell us where products and equipment are located.

Can I leave a key for the cleaner?Yes, for regular bookings you may leave a key in a safe location or provide access instructions. For one-off or occasional cleans, being present at the start may help ensure everything is clear.

Can I leave lockbox or alarm instructions?Yes. Please provide lockbox codes, alarm details, gate codes, apartment access, parking notes and any special entry instructions before the service.

What happens if the cleaner cannot access the property?If the cleaner arrives and cannot access the property due to incorrect instructions, missing keys, locked gates or no one being home, a lockout or cancellation fee may apply.

What should I do with pets?Please let us know if pets will be indoors or outdoors during the service. Pets should be safely secured if they may be anxious, reactive or likely to escape.

Do I need to provide parking?Please provide parking information before the service. If parking is difficult, paid or unavailable, this may affect timing, access or cost.

What is a Hush & Home cleaner?A Hush & Home cleaner is an independent cleaning provider who may be matched with customers through Hush & Home based on suitability, availability and service requirements.

Are cleaners employees of Hush & Home?Hush & Home works with independent cleaners. Hush & Home coordinates bookings, communication and customer support, while the cleaner performs the cleaning service.

How are cleaners selected?Cleaners may be selected based on experience, location, availability, reliability, suitability, references, background checks and service standards.

Can I request the same cleaner again?Yes. For regular bookings, we aim to match you with the same cleaner whenever possible. This depends on cleaner availability, location and schedule.

Can I request a different cleaner?Yes. If you would prefer a different cleaner, contact us and we will do our best to arrange another suitable match.

What if I am not happy with the service?Please contact us as soon as possible with details and photos where relevant. We will review the issue and help coordinate a fair response based on the service booked and tasks agreed.

Is Regular Cleaning weekly or fortnightly?Regular Cleaning is designed for weekly or fortnightly home upkeep.

Is Casual Cleaning a one-off service?Yes. Casual Cleaning can be booked as a one-off clean or as a monthly clean.

Is Spring Cleaning a deep clean?Yes. Spring Cleaning is a more detailed clean designed to refresh areas that may not be covered in routine upkeep.

Does Spring Cleaning include oven, fridge or inside windows?These are usually selected as extras unless specifically included in your confirmed booking.

Is Vacate Cleaning suitable for moving out?Yes. Vacate Cleaning is designed to help prepare a property when moving out or moving in.

Do you guarantee my bond back?No. We do not guarantee bond return, as final decisions are made by landlords, property managers or real estate agents.

Do I need an account to book?No. You can book as a guest. Creating an account helps you manage future bookings faster.

Why create an account?An account helps you save details, update preferences, manage forms, repeat bookings and access rewards.

What forms can I complete in the portal?You may complete pre-appointment information such as access instructions, pets, parking, special requests and service preferences.

Can I update home instructions later?Yes. You can update access notes, pets, parking details and other preferences when your portal supports these features.

What are rewards points?Rewards points may be earned through eligible completed services and redeemed for selected benefits, discounts or extras when available.

How do I redeem rewards?Rewards can be redeemed according to the current rewards rules shown in your portal or booking confirmation.

Can I ask the chatbot questions?Yes. The chatbot can help answer common questions about services, booking, extras, products, access, payments and policies.

Is the chatbot the official source of terms?No. The official sources are the website pages, Terms and Conditions, Privacy Policy and written booking confirmations. If something is unclear, contact us directly.

Can I ask a question before booking?Yes. You can contact us before booking and we will help you choose a suitable service, estimated time and extras.

How quickly will you reply?We aim to reply as soon as possible, usually within one business day.

Can I speak to someone before confirming?Yes. For access concerns, pets, parking, special instructions or larger homes, we may contact you before confirming.

Can I send photos before booking?Yes. Photos can help us understand the condition of the property, clarify priorities and assess whether extra time or specialist services may be needed.

What personal information do you collect?We may collect your name, email, phone number, address, booking details, service preferences, access instructions, pet information, parking notes and other information needed to coordinate the service.

Why do you need access instructions?Access instructions help the cleaner enter the property safely and complete the service without delays.

Will my personal information be shared with cleaners?Relevant booking information may be shared with the cleaner assigned to your booking so they can attend and perform the service.

Can cleaners take before and after photos?Photos may be used for quality control, service records or dispute resolution where appropriate. Marketing use should require separate consent.

Are my details safe?Hush & Home handles personal information in accordance with its Privacy Policy and uses it for booking, service coordination, support and related business purposes.

What happens if a property is unsafe?A cleaner may decline or stop a service if the property presents unsafe conditions, including biohazards, aggressive animals, exposed wiring, mould, pests, dangerous chemicals, heavy lifting or unsafe heights.