Find clear answers about bookings, cleaners, products, access and service policies. If your question is not covered, our team is only a call or message away.
Smurfettes Service is a cleaning business providing residential and commercial cleaning services.
Tell the office about your property and the cleaning tasks you need so the service, access and appointment arrangements can be agreed before booking.
You do not need to be home if access is arranged with the office in advance. Options can include:
For your security, do not place keys, codes or access instructions in public messages.
Screening and clearance requirements can vary by cleaner and booking.
If you require a police check or NDIS worker screening clearance, tell the office before booking so Smurfettes can confirm the available options.
The product and equipment arrangements are confirmed for the service you book.
Please tell the office about allergies, sensitivities, pets and any special surface requirements before the service so the proposed arrangements can be discussed.
Please tell the office in advance if you would like the cleaner to use products or equipment that you supply, and provide any relevant instructions.
A cleaner should use only items they consider safe and suitable for the agreed task. Questions about responsibility for client-supplied items are handled under the service terms and applicable law.
Smurfettes prefers continuity for regular services, but the same cleaner cannot be guaranteed every time.
If your regular cleaner is unavailable, the office will discuss available replacement or rescheduling options with you.
The office records the cleaning tasks agreed for your service. If the current arrangement is not the right fit, you can ask for a different cleaner and discuss the available options with the office.
Please report an accident or damage to the office as soon as reasonably possible and provide the information needed for us to investigate. Clear photos can help us assess the concern.
Email: feedbacks@smurfettescleaningservice.net
The office will assess the concern and discuss an appropriate resolution. Prompt notification helps us investigate, but a delay does not by itself remove rights or remedies available under applicable law.
Confirm the agreed tasks, visit duration and any minimum booking requirement with the office before booking. Your quote or service agreement should set out the agreed work and price. For NDIS-funded services, the work and any claim must meet the applicable NDIS rules and claiming conditions.
Weekly, fortnightly and monthly service frequencies may be available. The office will confirm the appointment arrangements for your preferred schedule.
Please tell us as soon as possible if you need to cancel or change a booking. Private bookings cancelled with at least 48 hours' notice have no cancellation fee. For private bookings cancelled with less than 48 hours' notice, or where agreed access is unavailable on arrival, a cancellation fee of up to the agreed service charge may apply, subject to your booking agreement and applicable law.
For NDIS-funded bookings, a cancellation claim is made only where the applicable NDIS rules permit it for the support item and all claiming conditions are met. Cancellation terms must be agreed in your service agreement. The office assesses the agreed notice period and applicable claiming conditions before making a claim. An unclaimable amount is not automatically treated as a private debt.
If Smurfettes cannot attend a scheduled appointment, the office will make reasonable efforts to reschedule the service at a mutually convenient time.
If you need to reschedule or discuss a replacement cleaner, contact the office so the available options and any applicable booking terms can be discussed. A rescheduling request or refusal of a replacement does not automatically incur a full service fee. Any cancellation charge is assessed under the agreed booking or service agreement, the applicable NDIS rules where relevant, and applicable law.
Clients must provide a safe working environment while cleaning is in progress. Drugs, alcohol, weapons, smoking or other unsafe conditions can cause Smurfettes to refuse or suspend the service until it is safe to continue.
If the clean cannot proceed because the working environment is unsafe, any cancellation charge is assessed under your agreed booking or service agreement and applicable law. For NDIS-funded bookings, a claim is made only where the applicable NDIS rules permit it and all claiming conditions are met; an unclaimable amount is not automatically treated as a private debt.
For the safety of cleaners and pets, animals must be safely secured away from the areas being cleaned during the service.
If a cleaner cannot safely complete the service because a pet is not secured, the service may be cancelled. Any cancellation charge is assessed under your agreed booking or service agreement and applicable law. For NDIS-funded bookings, a claim is made only where the applicable NDIS rules permit it and all claiming conditions are met; an unclaimable amount is not automatically treated as a private debt.
Smurfettes does not clean cat litter or pet waste.
Contact the office before booking to confirm public-holiday arrangements. If a public holiday affects an existing appointment, discuss the timing or rescheduling arrangements with the office.
Please contact the office to confirm appointment arrangements for the festive season before booking. If a closure or changed schedule affects your existing service, discuss the relevant dates and any rescheduling arrangements with the office.
Smurfettes Service Provides Regular and One-Off Services
• Regular House Cleaning/Office Cleaning
We can discuss regular house or office cleaning and one-off tasks for your property. The examples below help you describe the work you want. Agree which tasks are included, the products, access arrangements, visit duration and price before booking. The condition of the property and the time available affect what can be completed.
General Cleaning Package
Kitchen
• Clean bench tops
• sinks, taps & handles
• stove top/cook top
• range hood & filters
• splash backs
• wipe over cupboards, drawers & pantry exterior
• wipe over personal appliances
• wipe window ledges
Bathroom & Toilets
• Clean bath
• shower recess
• vanity tops
• Clean accessible soap build-up and surface marks where suitable; discuss mould, existing damage or specialist treatment needs before booking
• sink, taps & handles
• Clean the toilet using the products and method agreed for the service
• clean mirrors/splash backs
• wipe over cupboards, drawers exterior
• wipe window ledges
• wipe door handle
Laundry
• Clean sink, taps, handles
• Clean bench top
• Wipe over cupboard & drawer exteriors
All Rooms
• General Tidy Up
• Dusting throughout
• Wipe window ledges
• Remove Cobwebs
• Empty tidy bins
• Vacuum floors
• Mop floors
• Discuss odours and product preferences so suitable cleaning tasks can be agreed
Other House-Keeping duties we can assist with;
• Washing Dishes
• Putting on a load of washing and hanging it out
• Fold Clothes and put away
• Make Beds
• Change Linen
• Clean fridge shelves
• Clean inside your microwave
• Clean out cupboards, drawers and pantry and organise
• Spot clean windows only
• One-Off Services
- Vacate Cleaning
- End of Lease Cleaning
- Window Cleaning
- Carpet Cleaning
- Spring Cleaning
- Rental Inspection Cleaning
- Extra Hands Services
For NDIS-funded bookings, agree the disability-related cleaning tasks in your service agreement and check that the proposed work and claim meet the applicable NDIS rules. Everyday expenses and work for other household members are not automatically funded. Exit cleaning and tenancy work are generally excluded from NDIS funding. Limited transitional arrangements can apply to some existing plans. Check the proposed work with your NDIS contact before booking; private work can be quoted separately.
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