Question 1

When is payment due?

Accepted Answer

For general and recurring cleaning services, payment is due on the date discussed and agreed at the time of booking or as shown on the invoice. We understand that everyone's circumstances are different, and many people receive income on different pay cycles. That's completely okay — where possible, we're happy to work with you to align payment timing with your pay day. The key is that the agreed payment date is confirmed at the time of booking or before the service is completed. For end-of-lease cleans, the remaining balance is due on the same day the clean is completed, unless an alternative payment date has been discussed and agreed to in writing before the payment becomes due.

Question 2

What happens if I need extra time to pay?

Accepted Answer

We understand that unexpected circumstances can happen. If you need additional time, please contact us before the payment is due. Where possible, we may agree to a different payment date. A delayed payment is generally not a problem when it has been communicated and an arrangement has been confirmed. Please do not wait for us to repeatedly follow up. Additional time is not automatically granted — any extension must be agreed to by Kas Cleaning Services in advance.

Question 3

What if I haven't received my invoice?

Accepted Answer

Invoices are usually sent by email and may occasionally be filtered into your junk or spam folder. Please check these folders if you cannot see your invoice. Invoices can also be provided on request at any time. If you would like a copy, simply ask and we will resend it by email or text. If you do not require an invoice, that is completely okay as well. If you have not received your invoice by the end of your service, please contact us so we can resend it. Not receiving or seeing the original email does not automatically change the agreed payment timeframe.

Question 4

What happens if payment becomes overdue?

Accepted Answer

If payment has not been received and we have not heard from you, we will contact you with a payment reminder. Continued non-payment or lack of communication may result in future bookings being placed on hold, a formal overdue notice being issued or further steps being taken to recover the outstanding balance. Please contact us early. We would always prefer to work with you directly and agree on a reasonable solution.

Question 5

What payment methods are accepted?

Accepted Answer

Payment can be made by bank transfer or EFTPOS. Your invoice and booking confirmation will include the applicable payment instructions.

Question 6

Will I receive a receipt?

Accepted Answer

Yes. A receipt or payment confirmation can be provided once payment has been received.

Question 7

Is a deposit required?

Accepted Answer

Yes. A deposit is required to secure an end-of-lease cleaning appointment. Your booking is not fully confirmed until the required deposit has been received, unless Kas Cleaning Services has confirmed otherwise in writing.

Question 8

When is the remaining balance due?

Accepted Answer

The remaining balance is due on the same day the end-of-lease clean is completed. The exact amount and payment instructions will be confirmed in your quote, booking confirmation and invoice.

Question 9

Can I arrange to pay later?

Accepted Answer

Alternative payment arrangements must be requested and approved in writing. Please contact us before the payment is due if you expect a delay. Because end-of-lease cleans require a significant amount of labour, time and cleaning supplies, Kas Cleaning Services cannot automatically provide extended payment periods after the service has already been completed.

Question 10

Why are the payment requirements stricter for end-of-lease cleans?

Accepted Answer

End-of-lease cleans are larger bookings that may require most or all of a cleaner's working day. They also involve significant labour, products, equipment and reserved appointment time. Clear payment arrangements allow our small business to continue providing reliable services while still being understanding when clients communicate unexpected circumstances.

Question 11

What happens if I stop responding after the clean?

Accepted Answer

If an end-of-lease clean has been completed and payment remains outstanding, Kas Cleaning Services will attempt to contact you using the details supplied with your booking. Not responding does not cancel the invoice or remove the obligation to pay for services that have been completed. Future services may be declined, and reasonable formal recovery steps may be taken if the balance remains unpaid.

Question 12

What is included in an end-of-lease clean?

Accepted Answer

A detailed clean of the whole property: kitchen (including inside cupboards, drawers, benchtops and rangehood), bathrooms and laundry (showers, tiles, toilets, vanities, mirrors), all floors vacuumed and mopped, skirting boards, light switches, door frames, internal windows, tracks and sills, and removal of cobwebs. The exact scope is confirmed in your quote, as every property and agent checklist is slightly different.

Question 13

Is carpet steam cleaning included?

Accepted Answer

Carpet steam cleaning is quoted as an add-on rather than included by default. Let us know when booking and we'll include it in your quote so it can be scheduled on the same day where possible.

Question 14

Is oven cleaning included?

Accepted Answer

Yes. A detailed oven clean is included in our standard end-of-lease service, covering racks, trays, glass and internal surfaces. Extremely heavy build-up may require additional time, which we will always discuss with you first.

Question 15

Does the property need to be empty?

Accepted Answer

Ideally, yes. An empty property allows us to clean every surface properly and gives the best result for your final inspection. If some items remain, please let us know in advance so we can allow for it — areas blocked by furniture or belongings cannot be cleaned.

Question 16

Are internal windows and cupboards included?

Accepted Answer

Yes. Internal windows, tracks and sills are included, along with the inside of cupboards and drawers where they are empty. External windows can be quoted separately.

Question 17

Can I request additional services?

Accepted Answer

Absolutely. Carpet steam cleaning, external windows, garages, balconies, blinds, walls and paper goods restocking can all be added. Just mention it when requesting your quote so we can reserve enough time.

Question 18

How long will the clean take?

Accepted Answer

Most end-of-lease cleans take between four and eight hours depending on the size and condition of the property. Larger homes may require a full day or a second cleaner. We'll give you an estimated timeframe with your quote.

Question 19

Can you return for reasonable touch-ups?

Accepted Answer

Yes. If your agent or landlord raises a reasonable cleaning issue relating to work we completed, contact us within 72 hours of the clean and we will arrange to return and address it where reasonably possible.

Question 20

Do you guarantee the return of my bond?

Accepted Answer

We will provide the agreed cleaning service with care and attention, following your agent's checklist wherever it is supplied. However, we cannot guarantee a bond refund, because the final decision is made by your landlord, property manager or the relevant authority and may consider factors beyond cleaning, such as property damage, repairs, rent or garden condition. Nothing here removes or restricts any rights you have under the Australian Consumer Law.

Question 21

What is included in a general clean?

Accepted Answer

Kitchen and bathroom surfaces, benchtops, sinks, showers, toilets and mirrors, dusting of accessible surfaces, vacuuming and mopping throughout, and tidying of visible living areas.

Question 22

What is the difference between a general and deep clean?

Accepted Answer

A general clean maintains a home that is already in reasonable condition. A deep clean is more detailed and time-intensive — inside appliances and cupboards, skirting boards, door frames, tiles, tracks and built-up grime. Deep cleans are often the best starting point before moving to a regular schedule.

Question 23

Do you offer weekly or fortnightly cleaning?

Accepted Answer

Yes. Weekly, fortnightly, monthly and one-off cleans are all available. Recurring clients keep the same regular time slot wherever possible.

Question 24

Do I need to be home?

Accepted Answer

Not at all. Many clients are at work while we clean. You're just as welcome to be home — whatever is more comfortable for you. Access arrangements are confirmed before your first clean.

Question 25

Do I need to provide products?

Accepted Answer

No. We bring our own products and equipment. If you'd prefer we use your own products — for allergies, sensitivities or surface care — just let us know and leave them out.

Question 26

Can I choose priority areas?

Accepted Answer

Yes, and we encourage it. Tell us what matters most to you and we'll focus our time there first, especially for shorter bookings.

Question 27

How is pricing calculated?

Accepted Answer

Pricing is based on the size and condition of the property, the type of clean and any add-on services. Quotes are provided upfront so there are no surprises — photos through our quote form help us be accurate.

Question 28

What areas do you service?

Accepted Answer

Our primary service areas are Wodonga, Baranduda, Albury, Lavington and Thurgoona. We also travel to surrounding towns subject to availability — just ask and we'll let you know.

Question 29

How do I reschedule or cancel?

Accepted Answer

Please contact us as early as possible, ideally at least 24 hours before your booking, so we can offer the time to someone else. We're understanding when things come up — communication is all we ask.

Question 30

When is my booking confirmed?

Accepted Answer

Your booking is confirmed once we've replied to you with the date, time and agreed price. For end-of-lease cleans, confirmation also requires the deposit to be received.

Frequently Asked Questions

Payment and Invoices

Important Information for End-of-Lease Bookings

End-of-Lease Cleaning Questions

General Cleaning Questions

Need to Discuss Your Payment or Booking?