What you need to know

What makes Vicstar Services Different?

Our staff and our commitment to high standards of quality has created our success. Our employees are trustworthy.
We treat them with respect. We give them a stable job with, holidays, and sick days 
Our cleaning program cleans all areas of your home every time we provide our services. 

 
How does it work?

Firstly , when you decide to use our service. A free evaluation of your home is taken out.
You are given an individual quotation based on the size and location of your home .
It takes us on average two working days to allocate you a cleaner.


What will the cleaners do in my home?


Our free estimate carried out at your home allows us to better understand your cleaning needs and expectations.

In addition to any special requirements that you have requested our service includes removing cobwebs 
and dusting skirting boards, pictures, lampshades,window sills, furniture, and light fittings and vacuuming throughout. 

We wipe cupboard fronts and insides clean, wash floors, and clean kitchens and bathrooms.

We can provide a cleaner to perform virtually any domestic task 
Providing it does not compromise the individual’s integrity or safety


How do I Get Ready or Prepare For The Cleaning?


We ask you to spend a few minutes tidying where necessary. This will enable us to devote all our time to cleaning and
will give you best value for your cleaning fee.
Prior to the cleaning technician’s arrival, please remove all items that may delay our cleaning service.
This will maximize efficiency and minimize the time we spend to clean your house.

When we first visit your house, please carefully consider all of the areas you want us to clean,
so they are accurately reflected in our cleaning services.

If afterward you think of any changes please notify us at least 24 hours in advance 

For safety reasons, we ask that your children be supervised while our staff and equipment are present in your home.
Please secure all pets Vicstar is not responsible for cleaning up after pets.



What are your hours of operation?

We are available to clean your house Monday to Friday from 8.30a.m. to 6p.m. and Saturday from 10am-3pm



At what time will the cleaner be in my home?

Our staff normally work Monday to Friday 8.30am to 6.00pm. However we do make every effort to meet customer 
preferences.


How much time will the cleaner need?

This really depends on the size of your property and the amount of cleaning required. We can provide a free, 
no-obligation quote. 
Please contact us to arrange this 046-9011408/0876309561/ click on our Contact us page/ vicstarservices@gmail.com


What is the minimum amount of time a cleaner can come for?


Once a fortnight is the minimum for a regular clean. The minimum length of our cleans is 2hours.


Does Vicstar Services guarantee a quality service?

We offer a 100% satisfaction guarantee. We inspect our work before leaving your house.
However if you find our service unsatisfactory, you can contact us within 24 hours 
so we can correct the issue as soon as possible. 

Refunds are not offered but we will correct any mistakes.
Requests received by our office after that will be incorporated into your next house cleaning.


Do You Do One-Off Cleans?
Yes. Our One-off cleans include move-ins and move-outs, spring-cleaning.
We also provide a cleaning service prior to a big event and other non-recurring services.


We also offer our services weekly, every two weeks and every four weeks.



Do I need to leave a key?

Many clients prefer to give us a key so we can clean when they are away.

However, if you do not wish to leave a key we can organise a different way to get in to your house in the event 
you will not be at home but please call the office and let us know so we can notify our cleaners prior 
to their arrival.
Alternatively, to make sure our cleaner has access to your home on cleaning day, a key holder may 

meet the cleaner on site on the designated day of
cleaning. All keys are secured when not in use.
 
If you hold the keys to my house who will have access to them?

The company director is the only person who will have access to your keys overnight.
All keys are locked in a secure cabinet.


What if I have a security alarm?

If your home has a security alarm , please make sure it is off prior to our arrival.
Alternatively a key holder may meet the cleaner on site on the designated day of cleaning.
 

What if something breaks? Are you responsible?

Our employees take the utmost care in cleaning your house. However, if something is accidentally damaged by our staff, 
we will take responsibility for the damage. If the item cannot be repaired we will try to compensate our 
customer or replace it.





What if my cleaner is late? 

Our staff make every effort to ensure that they are on time.
However we encouraged our customers to allow a 50 minute arrival window
due to delays such as extended times on a previous job or traffic.




Who will clean my home?

Your home will usually be cleaned by one or two, fully trained, Vicstar Services staff.
Our employees must not smoke, eat, drink, watch TV, while on site.
Our training and working practices are designed to ensure that we comply with all applicable
health and safety regulations.





How can I assure that my cleaner is suitable?

We carefully vet our cleaners. We require full work history, address and references. 
They must have had an impeccable employment record.




Will you send the same cleaner each time?
Yes, our goal is to send the same cleaning staff each time both for personal and privacy reasons
If a cleaner is sick or on vacation, you can be sure that we will send another trained member of staff.
They will also be accompanied by a supervisor who will give specific instruction about what we do in your house.



How flexible is my cleaner?

If a client must reschedule or skip your regular cleaning day, we appreciate a 24 to 48 hours notice.
If you choose to not supply a key to us and are unavailable upon arrival or if our staff are turned away 
when they arrive(for any reason),you may be charged fifty percent (50%) of the bill due for the service 
that would have been performed.





I need a cleaner quickly

We can often get a cleaner to you within 24 hours if needed. For temporary cover or one-off cleans this is useful.
However we could not guarantee this person, time and day as a permanent placement because this would require 
a bit more planning
and consideration for who we have available. We would normally carefully choose a cleaner
 to match your requirements.



What do I need to supply my cleaner?
Nothing! We arrive with all cleaning supplies and equipment necessary to make your home sparkle.
You'll be happy to know that our products are mainly environmentally safe. 
We are very aware of the importance of taking care of our environment

What is the cost of my cleaning?
Cleaning fees are based on the distance, size and condition of your home.


How Do I Make My Payment?

We accept cash and cheque. We require full payment upon completion of our cleaning service.
Most of our customers find it convenient to leave cash or a cheque payable to Vicstar Services on the kitchen table.
A receipt will be left for cash payments upon request.



What if I need extra cleaning?

Our cleaners follow our standard cleaning checklist customized for your home.
Please let us know at least 48 hours in advance for any additional needs.

If additional time is needed our cleaners will continue to clean and your price will be adjusted accordingly. 
Our cleaners will not spend additional time cleaning without your prior approval.


How do I arrange special requests, changes or cancellations?

You can call the Vicstar Services office, giving at least two working days notice of your requirements.

Or send an email to : vicstarservices@gmail.com

 
What if I do not want cleaning to be done while I am away on holiday?

Please give the Vicstar Services office a call giving us at least two working days notice of your requirements.
Alternatively you can email us at vicstarservices@gmail.com


What can Vicstar Service do that I can’t do myself?
Vicstar Services will provide a professional cleaning service at the highest standard
leaving you free to enjoy your leisure time.

We will also ensure you return to a clean, happy and relaxing home.