SOME IMPORTANT FAQ

  • 1. How to register with My Cleaning App
    • -Open www.mycleaningapp.com.au on your web browser
    • -Click on “Login/Register Customer” and then click on “Create New Account”
    • -Fill the Registration form and click “Submit”. Then login using your registered email and password
  • 2. How to submit a quote request

      Once you are logged in, click on “Request Quotes” button on the top right corner of the screen. Once you are on “Request Quote” page, follow the steps below

    • Select the type of job it is: Home Jobs or Office Jobs
    • Press continue on step 1

        -Select the address you want to Request quotes for, if you haven’t added the address before then click on “Add Address” button and follow the following steps:

        For “Office Address”

      • Select the numbers of floors office have and fill the form.
      • After filling the form press submit
      • For “Home Address”

      • Select the Type of Property
      • Select the number of Floors and fill the form
      • Click on Submit after filling the form
    • After adding Address you are back on step 1, press continue
    • select address on step 2 and press continue
    • On Step 3 fill the form telling cleaner what you need to be done and press continue
    • Select Date and Time at which you want the cleaning to be done and click on “Request Quotes”
  • 3.How to cancel a quote request

    To cancel a Quote, login on our website and go to “Manage Job”. Select if it is a home or office job, after selecting the type of job you can see the respective requests that you made with other information. Under the last row with heading “Action” there is a button present delete, by pressing this button any quote request can be deleted

  • 4.How to change password
  • 5.How to negotiate with the cleaners

    To negotiate, login on our website and go to “Manage Job”. Select if it is a home or office job, after selecting the type of job you can see the respective requests that you made with other information. Under the heading “Action” there is a button “View Quotes”, a new page opens when you click on it with chat button at the end of the listing. Once you click on chat, a chat box opens that you can use to negotiate with the cleaners.

  • 6.What is the Green Dot

    The Green Dot is a small green circle present on the quotes given by verified cleaners. When a cleaner submit their valid public liability insurance and current police check with the platform, then the platform gives them a Green Dot. Please note that the platform assumes those documents to be valid and unless required by law, the platform is not obliged to and will not show those documents to any third parties.

  • 7.What are the payment options available
    Our platform (both App and website) offers 2 payment options:
    • -In-Platform payment, where a customer can pay cleaners directly through app and website. Once the booking is completed and the cleaner presses job completed, money gets charged from the customer’s nominated bank card. This is done using a third party payment processor called Stripe where every cleaner has their separate account. The platform does not have any control over any aspect of the payment process. This option is only for the convenience of both parties.
    • -Offline payment any arrangement or mode of payment other than in-app payment that may include payment by cheque, cash or direct bank transfer agreed between the cleaner and the customer.
  • 8.What are the customers rewards points

    Every time a customer requests quotes, they earn 1 point. For every review or feedback they submit for the relevant cleaner, they earn 4 points. 1 point is equals to 20 cents. Once a customer earns 50 points that is $10, they will be able to redeem them to get $10 discount on their cleaning booking whenever they want.

  • 9.What happens if the cleaner does not show up and money gets deducted

    My Cleaning App is an online market place that acts as an online introductory platform only, any such dispute needs to be resolved between the Cleaner(Service Provider) and the customer. In case of in platform payment, Stripe is the third party payment processor that handles all such payments. Any such incident reported will be duly investigated and the service provider’s account will be terminated. Customer can also mention this in the review for the service provider as it will be seen by future customers.

  • 10.What happens if the cleaner damages property while doing cleaning

    My Cleaning App is an online market place that acts as an online introductory platform only, any such dispute needs to be resolved between Cleaner(Service Provider) and Customer. Any such incident reported will be duly investigated and service provider will be asked to assist the customer. The cleaner’s (service provider’s) account will be terminated if they fail to do so. Customer can also mention this in the review for the service provider as it will be seen by future customers.

  • 11.What happens in case of offensive behaviour of the cleaner towards customer

    In case of any offensive or threatening behaviour of the cleaner (service provider) towards customer, a customer needs to take all appropriate steps themselves in order to insure their safety. On part of My Cleaning App, any such behaviour reported by customers to the platform will lead to termination of the service provider’s account.

  • 12.What if I need a refund

    My Cleaning App is an online market place that acts as an online introductory platform only, any such dispute needs to be resolved between cleaner (service provider) and customer. In case of in-platform payment refund can be processed through your bank, whereas in case of offline payments, any refund needs to be worked out between the cleaner and the customer only.

  • 13.What is Stripe and how does it work with My Cleaning App

    Stripe is a third party payment processor. My Cleaning App uses Stripe Connect product that is specifically designed for online market place.

  • 14. How can I delete my account

    You may delete your Account any time via the “Contact Us” option (or similar) on our platform or by sending us an email to the address at the end of these Terms, or, if no upcoming Bookings, you may simply delete the App.

  • 1. How to register with My Cleaning App

      Download My Cleaning App from app store or play store, once you open the app follow the steps below

    • “I am a Cleaner”, then press “Don’t Have an Account”
    • Fill the Registration Form including your ABN and select “Yes” if you are registered for GST
    • You will auto login once the registration process is finished
  • 2. How to submit a quote
    • Once you open the app after completing the registration, all the quote requests are on the main screen in tabs
    • Every quote tab contains information like suburb, required date and time regarding the quote request
    • Press on the quote request that you want to quote on
    • Once you press on the tab, the page with quote details open up
    • Everything that customer wants to be done is mentioned here and can be seen as you scroll down
    • At the bottom of the page after all the information there is a button “Submit Quote
    • To submit quote press the button and put the price as well as time it will take you to complete the job
    • Here you can write something in the box below that will make your quote stand out of from the other quotes and may help you win work
    • Click “Submit” and your quote will be sent to the customer
  • 3. How to cancel a quote

    Any quote request that you receive on your main screen cannot be deleted, This is done for a simple reason that in case cleaner (service provider) changes their mind and decides to quote for a request they ignored previously. If cleaner wants to delete a quote after sending it to the customer then in that case, press on “Quotes” icon at the end of the screen. Here you select the quote tab you want to delete, when you press on a particular quote at the bottom of the screen there is a cancel button. Once you press that cancel button the quote get cancelled

  • 4. How to update password

    Any quote request that you receive on your main screen cannot be deleted, This is done for a simple reason that in case cleaner (service provider) changes their mind and decides to quote for a request they ignored previously. If cleaner wants to delete a quote after sending it to the customer then in that case, press on “Quotes” icon at the end of the screen. Here you select the quote tab you want to delete, when you press on a particular quote at the bottom of the screen there is a cancel button. Once you press that cancel button the quote get cancelled

  • 5. How to negotiate with the customers

    For the convenience of the customers, in the current version of My Cleaning App only customers can contact the cleaners or initiate the negotiation. Customer can either contact cleaners directly using their contact details or they can use in platform chat system to contact cleaners and negotiate with them. Whenever a cleaner gets message from a customer, they get a notification. Once cleaner opens the app and press the chat icon on top right corner of the screen, all the new messages can be found there. On every tab Quote ID with the date and time of the required booking is shown.

  • 6. What is the Green Dot and how I can get it on my quote

    My Cleaning App is a market place that acts as an online introductory platform. For the convenience of customers we have a green dot function that allows them to easily differentiate between those cleaners who have police clearance and public liability insurance and those who do not. If a cleaner uploads their recent police clearance and currency certificate of public liability insurance then those cleaners get green dot.

  • 7.What are the payment options available
    • -In-Platform payment, where a customer can pay cleaners directly through app and website. Once the booking is completed and the cleaner presses job completed, money gets charged from the customer’s nominated bank card. This is done using a third party payment processor called Stripe where every cleaner has their separate account. The platform does not have any control over any aspect of the payment process. This option is only for the convenience of both parties.
    • Offline payment any arrangement or mode of payment other than in-app payment that may include payment by cheque, cash or direct bank transfer agreed between the cleaner and the customer.
  • 8. How in-Platform payment works

    If customer chooses in platform payment in that case, customer enters their card details in the interface before finalising the booking. Once the customer provides their card details that information is stored with Stripe and the amount negotiated between the customer and the cleaner is captured and saved in the bank account of the customer. This is done to make sure that cleaner gets paid with the entire amount once the booking is completed. Once the cleaning is completed within 7 days of making the booking, then the amount is transferred directly into stripe account of the cleaner after deducting transaction cost that is paid by the cleaner. If the booking date is after the 7 days period of the day when the booking was made, then the money still get deducted but the booking amount that was captured and saved in customer bank account is released and whether the given account has enough money in it is not guaranteed.

  • 9.What is Stripe

    Stripe is a third party payment processor, My Cleaning App uses standard connect product from stripe that make sure the platform have no control over any aspect of payment process. Here every cleaner needs to make their separate Stripe account that is simply connected with My Cleaning App API. As the platform does not charge any commission but monthly subscription fees cleaners need to pay any transaction cost related to the transactions with customers.

  • 10.How I can get customers details

    Once a customer finalise a cleaner and make the booking, an email is sent to the cleaner and the customer with the details of the respective parties. Also cleaner can see all the available details of the customer by going in jobs and then to upcoming jobs

  • 11.What happens if customer cancels the booking

    If the customer prefer offline payment, it is entirely between the cleaner and the customer to sort out issues related to cancellation of booking . But in case the customer prefers in platform payment and cancels booking 24 hours before the day of booking then an amount of $30 is charged from the customer that goes to cleaner’s stripe account after deducting any transaction cost as the loss of income opportunity payment.

  • 12.What happens if customer deletes the account before cleaning booking

    If a customer sends a cancellation request then any amount save and captured in their bank account will be released and the account on the platform will be deactivated. But if the request is send less than 24 hours before the day of booking then $30 will be deducted and transferred to the cleaner’s stripe account. In case a customer has some future bookings and they delete app in their phone, then as per the platform their account’s status will still be active. Therefore any future bookings will go ahead as it is done as usual and the customer will be charged the entire amount for the booking

  • 13 Can I ignore any Quote Request

    Cleaners can ignore any and as many quote request as they want

  • 14 What if I need a refund

    Following is our refund policy

      Service Fee Refunds and Consumer Guarantees
    • (a). Certain legislation including the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to our provision of our services which cannot be excluded, restricted or modified (Statutory Rights).
    • (b) Nothing in these Terms excludes your Statutory Rights as a consumer under the ACL.
    • (c)Our Platform services come with guarantees that cannot be excluded under the ACL. For major failures with the Platform services, you are entitled:
      • (i)to cancel these Terms with us; and
      • (ii)(applicable to Service Providers only) to a refund for the unused portion, or to compensation for its reduced value.
    • (Applicable to Service Providers only) If a failure with the Platform services does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to cancel these Terms for the Platform services and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the Platform services.
    • The services provided by a Service Provider might also confer you certain Statutory Rights.
  • 15 What happens if there is a dispute with the customer

    My Cleaning App is a market place that acts as an online introductory platform. Any dispute regarding refund, damage to property, offensive behaviour or anything else should be resolved between cleaner and customer.