Frequently asked
Questions, answered plainly.
How much notice do you need to book?+
For a standard residential clean, a few days is usually enough. End of lease cleans get booked further ahead where possible, since move-out dates cluster at month-end. Commercial contracts start with a walkthrough, which we can usually arrange within a week.
What happens if I am not happy with the clean?+
Tell us within 24–48 hours (48 hours for end of lease, to cover agent inspection timing) and we will send a cleaner back to fix the specific items you flag, at no charge. We would rather fix it than argue about it.
What is included versus charged as an extra?+
Each service page lists exactly what is included by default. Anything property-specific — carpets, external windows, balconies, pet treatments, mould — is quoted as a visible add-on so you know the full price before booking, not after.
Do I need to be home for the clean?+
No. Most customers arrange key access — a lockbox, building access code, or key handover — and we will confirm the arrangement that suits you when you book.
What cleaning products do you use?+
Standard professional-grade products are used by default. If you would prefer eco-friendly or pet-safe products, let us know at the time of quoting and we will confirm it is noted for whoever is assigned to your job.
How and when do I pay?+
You will see the fixed price on your quote before anything is booked in. Payment is due on completion of the job unless a different arrangement has been agreed in advance, such as a standing commercial contract.
What is your cancellation and rescheduling policy?+
Life happens — let us know as early as you can and we will move your booking at no charge. Cancellations with very little notice may affect the cleaner assigned to your job, so we ask for as much warning as possible.
Which areas do you cover?+
RNS operates from two hubs — Roxburgh Park in the north and Truganina in the west — covering most of greater Melbourne between them. If you are near the edge of that range, ask when you get your quote; it takes seconds to confirm.
Who actually does the cleaning?+
A professional from the RNS vetted network — insured, background-checked, and assessed against our checklist before ever taking a live booking. You deal with RNS for quoting, booking and any follow-up; the standard is the same regardless of who is assigned.
Can you handle a one-off clean and a recurring arrangement?+
Yes. Residential and commercial cleaning are both available as a single visit or a recurring schedule (weekly, fortnightly or monthly for homes; weekly through daily for commercial sites).
Do you offer a bond-back guarantee on end of lease cleans?+
We guarantee the clean, not the bond itself — bond return also depends on things outside cleaning, like damage or rent owing. What we do guarantee: if your agent flags a cleaning item on the exit report, tell us within 48 hours and we return to fix it, free.
How quickly will someone get back to me?+
Within 15 minutes during business hours (Mon–Sat, 7am–6pm) for a call or online enquiry. Outside those hours, we will get back to you first thing the next business day.