Here is a list of the questions most often asked. Please feel free to contact us by email if you require an answer to any question not listed here.
Q: I don't feel as if my toilet gets really clean unless bleach is used. Will you please use that - just in my toilet?
A: Sorry to be so blunt - but absolutely not! Two of the cleaners we currently use for the interior of a toilet are: Tri-Nature's Excel or Enviro Clean Bathroom & Toilet Cleaner. (Please see our Products page for more information). Both of these products are fantastic. Another natural way - and one of my favourites - is to clean the toilet is with a shake of Bi-Carb of Soda and a splash of vinegar; then scrub with a sturdy toilet brush.
Q: What about any other industrial strength cleaners?
A: Never! You probably get the meaning now. We will not, under any circumstances, use any harmful cleaners. We do not want to offend anybody by in replying in the negative so please do not ask as we do not want to risk offending you.
Q: But if your clients want you to use other chemicals, shouldn't you give them the choice?
A: Yes. Of course! Everyone has a choice on what chemicals they want to clean their home with. We just won't use them ourselves! Clients always have a choice - and if they choose to use harsh chemicals then they shouldn't choose us, but go with another company. Plain and simple. We are proud of the service we provide and all clients are not bound to any agreement to keep using our services if they are not happy. But you won't know until you try!
Q: Do I need to provide any cleaning equipment or products?
A: We provide all equipment such as vacuum cleaners, microfibre floor cloths & microfibre cleaning cloths, steam mops and scrubbing brushes/grout brushes. All scrubbing brushes/grout brushes are left with our clients (ie. in their laundry cupboard). As microfibre cloths cannot be washed in a washing machine where fabric softener is used, we take the cloths home for washing/disinfecting. If our clients have - for example - a ducted vacuuming system we will use that if our clients prefer. If clients have any particular cleaning product that they would like us to use we will use it as long as it meets with our cleaning requirements and, of course, is an environmentally friendly product. Please see our "Products" page for further information on the products we use.
Q: Where do you get your products from?
A: All of our products are available in most of the larger supermarkets and some are available online. Please see our Products page for more information.
Q: Do you use/promote the products Enviro Smile uses because you receive commission from the companies for doing so?
A: Nope. All products are available from the supermarket and/or via internet. Whenever we discover a new one, we try it out. If we don't like it, we certainly wouldn't recommend it to our clients. We research and test every product we use in our own homes before using them in our clients' homes.
Q: Besides your choice of cleaning products how else are you environmentally friendly?
A: We have adopted the following practices to minimise our impact on the environment:
- we use bagless vacuum cleaners (no need for replacement vacuum bags)
- reuse of microfibre cloths (Note: used (unclean) cloths are not shared between clients!)
- reuse or recycling of plastic cleaning bottles/sprays
- we try to attend clients in the same suburb or neighbouring suburb on the same day to keep our travelling to a minimum (dependent upon availability)
Q: Do you give a Money Back Guarantee?
A: No. We have thought about this in great length and we believe so much in the service we provide that, again, it is down to the client's choice. We are willing to negotiate the cost of our services for ongoing regular clients - but everyone is welcome to try as a "once off" basis... as a "try before your buy".
Q: Do you charge differently for different services ie. bathrooms, ovens?
A: Our rates are only dependent on what day/time you require your home to be cleaned. Other than that our clients pay for our "time" on an hourly rate. It might only take two minutes to clean the inside of a toilet but it could take an hour or more to clean an oven. Yes, cleaning an oven is generally a "harder slog" but that is why we charge on a time basis.
Q: Who will be cleaning my home?
A: Enviro Smile is not an agency. As such, the owner, Sheryl, conducts the first few cleans of our clients' homes with team members to ensure that the cleans are conducted by them to her high expectations and Sheryl works with the clients and the teams to ensure that all are satisfied with the work undertaken. We try to send out at least teams of two people as we believe we work well with a team! Our charge out rates are based on "Man" hours, ie. if two people undertake the cleaning and it takes two hours to clean, the client will be charged for four "man" hours; if one person attends to undertake the cleaning and it takes two hours to clean, the client will be charged for two "man" hours.
Q: Do you provide your clients with a Tax Invoice/Receipt and what forms of payment do you accept?
We will usually issue our clients with a Tax Invoice via email either on the day of the cleaning service or as soon as is practicably possible. Receipts can be emailed upon request. For the sake of convenience, our preferred form of payment is via direct bank deposit. We accept payment by cash or by cheque by prior arrangement only. We will accept payment by Credit Card/Debit Card - made via PayPal - but our clients will charged 5% on top of our charges to cover any associated PayPal transaction fees that we incur. PayPal payments will only be accepted by prior arrangement with us.
Payment for a vacate, move in or "Spring" Clean is due before the commencement of the service unless by prior arrangement with us and for regular cleaning services payment is to be made upon receipt of the invoice and is to be paid before either* (a) the next visit or (b) no later than seven (7) days net from the date of invoice.
*Whichever shall occur first.
NOTE: Due to last minute cancellations we require a deposit of $40 for vacate, move in or "Spring" Cleans which is to be made at the time of booking. A receipt will be provided for any deposit paid and any deposit amount paid will be deducted from the total of our invoice once the cleaning service has been provided. If the cleaning service is cancelled without at least two (2) business days' notice before the cleaning service is to occur the deposit paid is non-refundable.
Q: Are you insured?
A: Yes, we are covered for public liability and product liability with Allianz Australia.
Q: Does someone need to be home whilst you clean?
A: No. Many of our regular clients provide us with keys to their home. If you don't feel comfortable providing us with keys, someone will need to be at home, at least to let us in to the property.
Q: What about security of my home?A: All team members provide a police check before commencing work with EnviroSmile. When clients provide us with their keys to their home they are trusting us to keep their property secure. We use a colour coded system; no addresses are printed on the key tags; and keys are left at our business premises until we go to our client's premises to conduct the cleaning of their home. Client security is - without question - paramount.
Q: I live in Melbourne's Western suburbs. Why won't you come to my home? Do you not want the business?
A: Of course we want the business, but we at Enviro Smile Domestic Cleaning Services do not believe what we do to just be a "job". We stand by and live by protecting the environment. If we traveled further than 15 minutes from our home-base it would not only be hypocritical but it would go against all that we believe in: Saving OUR planet one home at a time. By traveling further than 15 minutes from our home-base we are not only polluting the environment with our car emissions but we are going against all that we believe in. We are Enviro Smile Domestic Cleaning Services. Otherwise, we'd be called Enviro Smile Domestic Cleaning Services... some of the time! To us, it would be like Greenpeace deciding to harpoon whales and would be in direct contradiction to our whole belief system. We do appreciate, however, that there is a need and a desire for environmentally-friendly and environmentally-responsible cleaning services throughout the whole world - not just South East Melbourne - and our business is increasing to include other areas.
Q: Who drew the picture "A Happy Environment"?
A: Not me! I certainly cannot take credit for such a fantastic piece of art-work. My five year old niece, Amy, drew it. I asked her to draw me "A Happy Environment" and she asked me what the environment is and I tried to explain as best as I could with a lot of "um's" & "ah's" thrown in. I also told her that Auntie Shez cleans people's homes without using cleaning "stuff" that will hurt the environment and make it sick and therefore help keep the environment happy. That picture is what she brought back to me. I was very impressed and it has since become our logo as it epitomises everything that we, Enviro Smile Domestic Cleaning Services, are striving for: A Happy Environment. Thank you, Goosie. xox