You Can Learn More From Our Frequently Asked Questions
At Mop Mama, we know you might have questions before booking. That’s why we’ve put together our most common FAQs to help you understand our services, pricing, and cleaning process – all in one place.
Booking is simple! You can schedule your cleaning online, give us a call, or send us a message. We’ll confirm your preferred date and time right away.
Yes, our team comes fully equipped with professional-grade cleaning tools and eco-friendly products. If you’d like us to use your preferred products, just let us know.
We specialize in both residential (homes, apartments) and commercial (offices, retail spaces, etc.) cleaning. Each service is tailored to meet the unique needs of the space.
Yes. All our cleaners are police-checked and fully insured, including Public Liability and Personal Accident Cover, to ensure your safety and peace of mind.
Absolutely - our team is trained to work safely and respectfully around pets. If you have pets, please let us know at the time of booking so we can take any extra precautions needed. Additionally, if pets remain on the premises, please ensure they are secured.
Our standard is a team of 2 cleaners. Sometimes an extra team member may join if needed. Smaller jobs (e.g., studio or 1-2bed/bath) may be done by 1 cleaner.
We aim to keep you with the same cleaners so long as you’re happy with them. Changes may occur if they move or performance isn’t satisfactory.
In the event your regular cleaner is unavailable due to illness, leave, or unforeseen circumstances, we will make every effort to provide a suitable replacement cleaner.
In the event your regular cleaner is unavailable due to illness, leave, or unforeseen circumstances, we will make every effort to provide a suitable replacement cleaner.
You can book directly through our website, by phone, or by email. Once confirmed, we’ll send you a booking confirmation with all the details.
Yes - we require 48 hours’ notice to reschedule without a fee. If less than 48 hours’ notice is given, a rescheduling fee may apply.
We require minimum 48 hours’ notice for cancellations. Cancellations made within 48 hours of the booking will incur a cancellation fee equal to 50% of the total service cost. Same day or less than 24hrs notice, the full-service fee will be charged.
Clicking the Get a Free Quote button on our website, via phone, or email. Enter your relevant details, and we’ll get back to you!
Not at all. You can get a quote and book online in under 60 seconds. We may request photos to provide a more accurate quote.
We don’t guarantee same-day bookings, but depending on the day and availability, we may be able to accommodate.
At Mop Mama, we assign cleaners based on availability, location, and the type of service you’ve booked. Because of this, we can’t guarantee a specific cleaner each time.
If you ever have a concern, preference, or complaint about a particular cleaner, just let us know — we’ll make sure your feedback is handled quickly and we’ll arrange an alternative team member for future cleans.
If you ever have a concern, preference, or complaint about a particular cleaner, just let us know — we’ll make sure your feedback is handled quickly and we’ll arrange an alternative team member for future cleans.
Absolutely! We use eco-friendly, non-toxic cleaning solutions that are safe for your family, pets, and the environment. If you prefer, we can also use products that you wish to provide.
The time depends on the size of the property and the level of cleaning required. On average, a standard home cleaning takes 2–5 hours. We’ll give you an estimate before we start.
We offer a Satisfaction Guarantee. If you’re not happy with your clean you must notify us within 24 hours of completion. We will arrange a re-clean of the affected areas at no additional cost if the complaint is valid.
We accept all major debit/credit cards (VISA, MasterCard, American Express, Discover). Your card will be charged after your service is complete. Regrettably, we do not accept cash.
Yes - a 50% deposit is required at the time of booking to secure your slot. The deposit is non-refundable if cancellation/rescheduling occurs with less than 48hrs notice. The remaining 50% is due on the day of service, post clean.
Yes. We require your payment details prior to confirming your booking. A pre-authorisation hold is placed on your card the day before your service. You’re only charged after the clean is completed.
Please ensure a parking spot is available for our cleaners during your service. In high-density areas (e.g., Sydney CBD, North Sydney, Surry Hills, etc), parking is essential for us to unload equipment.
If parking isn’t arranged and no public parking is available, the service may be rescheduled and charged a 50% cancellation fee. Paid parking fees will be added to your final invoice if required.
If parking isn’t arranged and no public parking is available, the service may be rescheduled and charged a 50% cancellation fee. Paid parking fees will be added to your final invoice if required.
If we arrive and access is not possible at the scheduled time (e.g., no keys, locked gates, incorrect address), we will attempt to contact you via pone/SMS. A fee will be charged in accordance with our Terms & Conditions. (50% of the service fee)
No problem, you don’t have to be present when we clean, we just require access to the home - we can arrange secure access (lockbox, key handover, etc.) when you book.
You must report any damage or loss within 24 hours of service. We’ll send you a claims form to complete within 7 days.
We offer three service types: Standard, Deep, and End of Lease/Move Out. Each has a different level of detail and inclusions. You can view the full checklist on our 'Services' page. If you require specialist or add-on services, these must be booked in advance to ensure adequate time allocation.
No - for safety and insurance reasons, we do not clean certain items, including:
• Clean chandeliers, ceiling fans, light bulbs, or AC vents/units/filters
• Move heavy furniture or appliances
• Clean fireplaces or fly screens
• Perform grout/silicone remediation
• Handle biohazards (excessive mould, faeces, blood)
• Perform odour removal/remediation
• Remove pet hair embedded in carpets
• Clean high-reach areas not accessible with a 2-step ladder
• Clean chandeliers, ceiling fans, light bulbs, or AC vents/units/filters
• Move heavy furniture or appliances
• Clean fireplaces or fly screens
• Perform grout/silicone remediation
• Handle biohazards (excessive mould, faeces, blood)
• Perform odour removal/remediation
• Remove pet hair embedded in carpets
• Clean high-reach areas not accessible with a 2-step ladder
If your property is in a condition that exceeds normal cleaning scope (e.g., hoarding, hazardous materials), our team may refuse the service. A $50 booking fee will apply for holding your time slot.
Yes! You can bundle standard, deep, or add-on services in one visit. For example: oven + inside cabinets + windows + general clean. We’ll quote it upfront so there are no surprises.
Commercial Cleaning FAQs
We service a wide range of commercial environments, including offices, warehouses, retail stores, restaurants, cafés, medical clinics, gyms, childcare centres, and strata/common areas. If your business isn’t listed, just ask — we can customise a solution for almost any space.
Both!
We provide one-off deep cleans, end-of-lease commercial cleans, and ongoing scheduled cleaning (daily, weekly, fortnightly, or monthly). We tailor our services to your business needs.
We provide one-off deep cleans, end-of-lease commercial cleans, and ongoing scheduled cleaning (daily, weekly, fortnightly, or monthly). We tailor our services to your business needs.
Absolutely. We offer flexible scheduling, including after-hours, early morning, and weekend cleaning to ensure zero disruption to your staff or customers.
Pricing depends on a few key factors:
- Size of the property (sqm)
- Type of space (office, warehouse, retail, etc.)
- Frequency of cleaning
- Condition of the space
- Add-on services required
- After-hours requirements
We provide transparent quotes with no hidden fees.
- Size of the property (sqm)
- Type of space (office, warehouse, retail, etc.)
- Frequency of cleaning
- Condition of the space
- Add-on services required
- After-hours requirements
We provide transparent quotes with no hidden fees.
Yes — all quotes are completely free. You can submit photos or request an in-person/virtual walk-through for an accurate assessment.
A typical commercial clean covers:
- Surfaces & desk wiping
- Floor vacuuming and mopping
- Bathrooms & toilets
- Kitchen/staffroom cleaning
- Rubbish removal
- Common area touchpoint sanitising
- Reception/front-of-house cleaning
Our team can also perform task-based cleaning to match your business operations.
- Surfaces & desk wiping
- Floor vacuuming and mopping
- Bathrooms & toilets
- Kitchen/staffroom cleaning
- Rubbish removal
- Common area touchpoint sanitising
- Reception/front-of-house cleaning
Our team can also perform task-based cleaning to match your business operations.
Yes. Deep cleaning includes high-level dusting, detailed kitchen/staffroom cleaning, scrubbing, stain removal, grout cleaning, intensive bathroom sanitising, and more — ideal for neglected or high-traffic areas.
Just contact us — we are flexible with rescheduling, adjusting frequency, or updating your cleaning checklist as your business needs evolve.
Yes — all Mop Mama cleaners wear uniforms and display identification to ensure easy recognition and security.
We follow WHS-safe cleaning procedures, use labelled products, comply with MSDS sheets, and ensure all staff are trained in workplace safety for commercial environments.
We offer invoicing on:
- 7-day terms
- 14-day terms
- Monthly billing
We can also set up customised billing cycles for larger accounts.
- 7-day terms
- 14-day terms
- Monthly billing
We can also set up customised billing cycles for larger accounts.
Yes — we manage multi-site accounts and can centralise billing and scheduling for convenience.
No — we offer flexible month-to-month arrangements as well as fixed-term contracts for businesses that prefer them.
We follow detailed checklists, take progress photos where needed, conduct random inspections, and maintain open communication to ensure your property is cleaned to a professional standard every time.
Yes — internal and external window cleaning can be added to any commercial clean.