Question 1

What areas of Sydney do you service?

Accepted Answer

We service all of Greater Sydney, North Shore, Eastern Suburbs, CBD, Inner West, Hills District, Parramatta, Sutherland Shire and surrounding suburbs. Our teams are based across the city so there are no travel surcharges. Not sure if we cover your suburb? Call us on 0432 999 407 or send a message.

Question 2

Are your cleaners insured?

Accepted Answer

Yes. ShineMasters Australia Pty Ltd holds public liability insurance covering all cleaning services. In the unlikely event of accidental damage during a clean, please notify us within 24 hours and we will handle the claim through our insurer.

Question 3

Are your cleaners police-checked?

Accepted Answer

Yes. Every cleaner on our team undergoes a thorough police background check and reference verification before they are hired. We do not subcontract to third parties, all cleaners are vetted directly by us.

Question 4

Do I need to provide cleaning products or equipment?

Accepted Answer

No. Our cleaners arrive fully equipped with all professional-grade, eco-friendly cleaning products and equipment. Everything is included in the price, you don't need to supply anything.

Question 5

Are your products safe for children and pets?

Accepted Answer

Yes. We use professional-grade, environmentally responsible products that are non-toxic and safe for children and pets. If you have specific allergies or product requirements, let us know at least 24 hours before the service and we will accommodate where possible.

Question 6

What are your operating hours?

Accepted Answer

Our cleaning teams operate Monday to Friday, 7am–6pm. Need to reach us outside those hours? Give us a call on 0432 999 407, we're usually available to chat and can help sort your booking over the phone.

Question 7

How many cleaners will come to my property?

Accepted Answer

This depends on the size of the job. For standard residential cleans we typically send one or two cleaners. Larger properties, end of lease cleans or commercial jobs may involve a team of two to four. You will be informed of the team size when your booking is confirmed.

Question 8

Can I have the same cleaner every visit?

Accepted Answer

Yes. For regular cleaning clients (weekly or fortnightly), we assign a consistent cleaner where possible. We know consistency matters, it means your cleaner learns your home, your preferences, and can do a better job each time.

Question 9

What if something is damaged during my clean?

Accepted Answer

We take great care with all items, but accidents can happen. Notify us in writing within 24 hours of the service and we will assess the situation promptly. We carry public liability insurance and will resolve genuine claims fairly. We do ask that valuables and fragile items are stored away before the clean.

Question 10

Do you work on public holidays?

Accepted Answer

We do not operate on public holidays. If you have a booking that falls on a public holiday, we'll contact you in advance to reschedule at a time that suits you. You can always call us on 0432 999 407, we're happy to chat even when the team isn't on the tools.

Question 11

How do I book a clean?

Accepted Answer

The easiest way is online, use our instant price calculator on the homepage to get a price, then click through to the booking form. It takes under 60 seconds. You can also call us on 0432 999 407 or email info@shinemasters.com.au.

Question 12

How do I pay?

Accepted Answer

Payment is processed securely online. We accept all major credit and debit cards via our booking system. Some clients also arrange cash payment on the day by prior agreement, however, for recurring services we recommend keeping a card on file through our booking platform to streamline billing.

Question 13

Are there any lock-in contracts?

Accepted Answer

No. We do not lock you into any contracts. You can book a single clean, set up a recurring schedule, or cancel at any time. For recurring clients, we just ask for reasonable notice (at least 24 hours) before cancelling or rescheduling.

Question 14

What is your cancellation policy?

Accepted Answer

Cancellations made with more than 24 hours notice are free, no charge, no questions asked. Cancellations made with less than 24 hours notice may incur a fee of up to 50% of the booking value. If our team arrives and cannot access the property (no key, locked out, no answer), the full booking fee applies as a lock-out fee.

Question 15

Do you offer discounts for regular cleaning?

Accepted Answer

Yes. Weekly clients receive a 15% discount from the second clean onwards. Fortnightly clients receive a 10% discount from the second clean onwards. The first clean is always charged at the standard one-off rate as it typically takes longer to bring the property up to standard.

Question 16

Is GST included in your prices?

Accepted Answer

ShineMasters Australia Pty Ltd is not currently registered for GST. The prices quoted are the total amount you pay, no GST is added on top. This will be updated on our website if our GST registration status changes.

Question 17

Can I get an invoice or receipt?

Accepted Answer

Yes. A receipt is automatically sent to your email after payment is processed. If you need a formal invoice for business or tax purposes, email us at info@shinemasters.com.au and we will issue one promptly.

Question 18

Can I add extras or change my booking after it's confirmed?

Accepted Answer

Yes, in most cases. Contact us as early as possible, ideally at least 24 hours before the service, and we'll do our best to accommodate changes to scope, date or time. Additional tasks added on the day that fall outside the original scope may incur extra charges, agreed before the work begins.

Question 19

Do you offer gift cards?

Accepted Answer

Yes! ShineMasters gift cards are a popular choice for housewarming gifts, new parents, or anyone who could use a helping hand. Visit our gift cards page to purchase one.

Question 20

What does a standard house clean include?

Accepted Answer

A standard house clean covers all living areas (dusting, vacuuming, mopping), kitchen (benchtops, sink, appliance exteriors, inside microwave), bathrooms (toilet, shower, bath, vanity), and bedrooms (dusting, vacuuming, making beds). Full checklist available on our House Cleaning page.

Question 21

What is NOT included in a standard house clean?

Accepted Answer

The following are add-ons and priced separately: inside oven cleaning, inside fridge cleaning, interior windows, laundry and ironing, inside cupboards, balcony scrubbing, and garage cleaning. You can add these when booking.

Question 22

How often should I have my house professionally cleaned?

Accepted Answer

Most Sydney households benefit from fortnightly cleaning. Families with children or pets typically choose weekly. Monthly cleaning suits those who actively maintain their home between visits. If you're unsure, start with a one-off deep clean and we can advise from there.

Question 23

How long does a house clean take?

Accepted Answer

A standard 2-bedroom apartment takes around 2–3 hours. A 3-bedroom home takes 3–4 hours. Larger homes or first-time cleans (where the property needs to be brought up to standard) will take longer. Times are estimates, our cleaners stay until the job is done properly.

Question 24

Do I need to be home during the clean?

Accepted Answer

No. Most of our clients are not home during the clean. Many leave a spare key, use a lockbox, or arrange building access. Your home is covered by our public liability insurance for the duration of the service.

Question 25

What should I do to prepare before the cleaner arrives?

Accepted Answer

We ask that you tidy away clutter, personal items, and valuables before the team arrives. This lets our cleaners focus on actually cleaning rather than moving things around. If pets are present, please ensure they are secured or in a safe area.

Question 26

What is the difference between the first clean and subsequent regular cleans?

Accepted Answer

The first clean takes longer and costs more because we are bringing the property up to our standard, often covering areas that haven't had a deep clean in some time. Once that baseline is established, subsequent regular cleans are faster, more focused on maintenance, and charged at the discounted recurring rate.

Question 27

Can you clean my home before or after a party or event?

Accepted Answer

Yes. Pre-event and post-event cleaning is a popular one-off service. Book as a one-off clean with any relevant add-ons. We recommend booking at least a few days in advance for weekend availability, though we often have last-minute spots.

Question 28

Can I skip a regular clean without losing my discount?

Accepted Answer

Occasionally skipping is fine, life happens. However, if the agreed frequency is not maintained for two or more consecutive visits, the recurring discount may be adjusted at our discretion. Contact us if your schedule changes and we'll work something out.

Question 29

What is the difference between a regular clean and a deep clean?

Accepted Answer

A regular clean is a maintenance service, it keeps a clean home clean. A deep clean goes further: inside ovens, inside cupboards, behind appliances, grout scrubbing, skirting boards, light switches, door frames, window tracks, and more. It's a top-to-bottom reset of the property.

Question 30

When should I book a deep clean?

Accepted Answer

A deep clean is ideal when: you are moving into a new home, you haven't had a professional clean in 6+ months, you're preparing a property for sale or rental, you've had renovations or builders in, or you simply want a complete refresh. Many clients start with a deep clean before establishing a regular schedule.

Question 31

How long does a deep clean take?

Accepted Answer

A deep clean takes significantly longer than a standard clean. A 2-bedroom apartment typically takes 4–6 hours. A 3–4 bedroom home can take 6–8 hours or more. We allocate as much time as needed, we do not rush the job.

Question 32

Does a deep clean include inside cupboards?

Accepted Answer

Yes. Inside cupboards (emptied), drawers, skirting boards, door frames, light switches, rangehood filters, inside the oven and inside the fridge are all part of a full deep clean. If you'd like to exclude specific areas, let us know when booking.

Question 33

Is deep cleaning available as a recurring service?

Accepted Answer

Most clients book deep cleaning as a one-off or occasional reset (every 3–6 months). That said, if you'd like a deep clean on a recurring basis, we can absolutely arrange that. Contact us to discuss frequency and pricing.

Question 34

Is a deep clean the same as an end of lease clean?

Accepted Answer

They overlap significantly but are not identical. An end of lease clean follows a specific real estate checklist and comes with our bond-back guarantee. A deep clean is a thorough residential clean without the formal real estate compliance component. If you are vacating a rental, book an end of lease clean.

Question 35

What does your end of lease clean include?

Accepted Answer

Our end of lease clean covers every room of the property: kitchen (oven, rangehood, benchtops, cupboards inside and out), all bathrooms and toilets, bedrooms, living areas, laundry, balcony, and garage. We follow a real estate-approved checklist designed to meet agent and landlord requirements.

Question 36

Do you offer a bond-back guarantee?

Accepted Answer

Yes. If your property manager or real estate agent identifies cleaning issues directly attributable to our work within 36 hours of the clean, we return and rectify them at no additional cost. We stand behind our results.

Question 37

Does the end of lease clean include carpet steam cleaning?

Accepted Answer

Carpet steam cleaning is available as an add-on to the end of lease package. We strongly recommend it, many Sydney real estate agents and landlords require it, and it significantly improves your chances of getting the full bond back. It can be booked and completed on the same day.

Question 38

Does NSW law require me to pay for professional end of lease cleaning?

Accepted Answer

Under the Residential Tenancies Act 2010 (NSW), a landlord cannot automatically require you to pay for professional cleaning. However, if the property was professionally cleaned at the start of your tenancy (as evidenced by the ingoing condition report), you are obligated to return it to that same standard. In practice, most Sydney rental properties are professionally cleaned before each tenancy.

Question 39

Do I need to be present during the end of lease clean?

Accepted Answer

You do not need to be present, but you do need to ensure the property is completely vacated (furniture and belongings removed) before the clean begins. Empty properties are significantly easier and quicker to clean to a high standard.

Question 40

What if the property manager is not satisfied?

Accepted Answer

Under our bond-back guarantee, we will return within 36 hours of any documented complaint from your property manager or agent and rectify the issue at no charge. This only applies to areas within our agreed scope of work, it does not cover new soiling or damage after we have cleaned.

Question 41

Do you clean walls as part of the end of lease clean?

Accepted Answer

We spot-clean marks and scuffs on walls. Full wall washing is available as an add-on if the property has significant marks or if it is a condition of your lease agreement. Let us know when booking.

Question 42

Do you clean outside windows for end of lease?

Accepted Answer

Interior windows are included. Exterior windows are available as an add-on, particularly for ground floor or easily accessible windows. Multi-storey exterior window cleaning requires a separate booking with our window cleaning team.

Question 43

How far in advance should I book?

Accepted Answer

We recommend booking at least 3–5 days in advance to secure your preferred time slot. End of lease cleans are in high demand, particularly at the end of the month. That said, we often have same-day and next-day availability, contact us and we'll do our best.

Question 44

What happens if I forget to mention a specific area when booking?

Accepted Answer

Contact us as soon as possible to update your booking. Additional areas or tasks that require significantly more time may affect pricing, we'll always confirm any adjustments before the work is done.

Question 45

What carpet cleaning method do you use?

Accepted Answer

We use hot water extraction (commonly called steam cleaning), the most effective method for deep cleaning carpet fibres and removing allergens, dust mites, bacteria and embedded dirt. It is the method most recommended by carpet manufacturers and required by many Sydney landlords for end of lease.

Question 46

How long does carpet cleaning take to dry?

Accepted Answer

Carpets are typically dry within 4–8 hours after hot water extraction. We recommend keeping windows open and allowing good ventilation. Avoid walking on carpets in outdoor shoes until dry.

Question 47

Can you remove stains from my carpet?

Accepted Answer

We can remove most common stains including food, drink, mud and general soiling. Some stains, particularly old bleach marks, permanent dye stains, or pet urine that has penetrated deep into the underlay, may not be fully removable. We will be upfront about what is achievable before starting.

Question 48

Can carpet cleaning remove pet odours?

Accepted Answer

Yes, in most cases. Our cleaning process uses deodorising treatments that neutralise pet odours at the fibre level. For severe or long-term pet odour issues (where urine has soaked into the underlay), we can advise on additional treatments or when replacement may be more appropriate.

Question 49

Do you move furniture before cleaning?

Accepted Answer

We move light furniture such as chairs and small tables. For heavy furniture (sofas, beds, wardrobes), we ask that you arrange for them to be moved beforehand, or we can clean around them. Please let us know when booking if furniture movement is required.

Question 50

How often should I have my carpets professionally cleaned?

Accepted Answer

For most Sydney homes, once every 12 months is a good baseline. Homes with children, pets or allergy sufferers benefit from cleaning every 6 months. High-traffic commercial carpets may require quarterly cleaning.

Question 51

Is carpet cleaning required for end of lease in NSW?

Accepted Answer

It depends on your lease agreement and the ingoing condition report. If the carpets were professionally steam cleaned at the start of your tenancy, you are generally required to return them to that standard. We recommend checking your condition report and tenancy agreement. We can add carpet cleaning to any end of lease booking.

Question 52

Can you clean all types of carpet?

Accepted Answer

We clean most common residential carpet types including cut pile, loop pile, and berber. Delicate or antique rugs may require specialist treatment, contact us to discuss before booking.

Question 53

Do you clean both inside and outside windows?

Accepted Answer

Yes. We offer inside only, outside only, or both inside and outside window cleaning. Pricing varies by option and property size. Use our price calculator or call us for a quote.

Question 54

Do you clean window tracks, sills and frames?

Accepted Answer

Yes. Window tracks, sills and frames are included as part of our window cleaning service. Dirty tracks can prevent windows from sealing properly, we clean them thoroughly as part of every job.

Question 55

Do you clean flyscreens?

Accepted Answer

Yes. Flyscreen cleaning is included with our standard window cleaning service. We remove, wash and refit screens. Please let us know at booking if you have a large number of screens.

Question 56

Can you clean windows on multi-storey homes or apartment buildings?

Accepted Answer

Yes. We use professional ladders and extension poles to safely reach upper-floor windows on residential properties. For high-rise buildings or windows requiring rope access, contact us directly to discuss, specific safety equipment and pricing applies.

Question 57

Do you guarantee streak-free results?

Accepted Answer

Yes. We use professional squeegees and finishing cloths to achieve streak-free results on every pane. If you notice streaking after the clean, contact us within 24 hours and we'll come back to fix it at no charge.

Question 58

How often should I have my windows professionally cleaned?

Accepted Answer

For most Sydney homes, twice a year is sufficient. Coastal properties (Bondi, Manly, Mosman) exposed to salt air benefit from quarterly cleaning as salt residue builds up faster. Commercial properties may require monthly cleaning depending on the building environment.

Question 59

Can you clean solar panels?

Accepted Answer

Yes. Solar panel cleaning is available as an add-on to window cleaning or as a standalone service. Dirty panels can reduce energy output by 15–25%. We use pure water and non-abrasive techniques to avoid scratching panel surfaces.

Question 60

What surfaces can you pressure wash?

Accepted Answer

We pressure wash concrete driveways, brick and paved pathways, tiled and concrete balconies, pool surrounds, retaining walls, roofs, gutters, fences, decking and exterior walls. If you're unsure whether a surface is suitable, contact us before booking.

Question 61

How is pressure washing priced?

Accepted Answer

Our pressure washing is priced at $4 per square metre with a minimum charge of $180. For large jobs or complex surfaces, contact us for a tailored quote.

Question 62

What is included in the minimum $180 charge?

Accepted Answer

The $180 minimum covers up to 45 square metres of standard surface pressure washing. This is enough for a small balcony, front path and entry, or a compact driveway. The minimum applies regardless of the total area if it falls below 45m².

Question 63

How long does pressure washing take to dry?

Accepted Answer

Most surfaces are dry within 1–4 hours depending on sun exposure and ventilation. Avoid driving on a freshly washed driveway for at least 1 hour.

Question 64

Can pressure washing damage my surfaces?

Accepted Answer

In the hands of an experienced operator, pressure washing is safe for most hard surfaces. We adjust pressure settings based on surface type, high pressure for concrete, lower pressure for pavers, tiles and treated timber. We do not use pressure washing on surfaces that may be damaged, such as some painted finishes or older porous stone, without prior assessment.

Frequently Asked Questions

General

Booking & Payment

House Cleaning

Deep Cleaning

End of Lease Cleaning

Carpet Cleaning

Window Cleaning

Pressure Washing

Commercial Cleaning

Strata & Common Areas

Still Have Questions?