How Can We Help?
Don’t hesitate to contact us with any questions or inquiries you may have.
Contact Us
- 0451 102 239
- email@beyondcleaninggroup.com
- Lismore, NSW 2481 Australia
Hours
Monday to Friday – 9am- 5pm
Saturday and Sunday – Closed
Cleaning 24 hours a day, 7 days per week
Send Us A Message
We will get back to you within one business day.
Contact Us
- (045) 110-2239
- email@beyondcleaninggroup.com
- 6 Marvell St. Byron Bay, NSW 2481 Australia
Hours
Monday to Friday – 9am- 5pm
Saturday and Sunday – Closed
Send Us A Message
We will get back to you within one business day.
Help and FAQ
Getting Started
There are a few ways in which you can create an account with Beyond Cleaning Group. The first easy way is to book a cleaning with us, this will automatically create an account for you which you can regularly log into to make updates to your cleaning schedule. The other way is to click on the “Log In” at the top menu bar, once the page loads click on the “sign up” at the bottom of the page & this will take you to the sign up form where you can then create an account.
We regularly service the following areas:
Gold Coast, Tweed Shire, Byron Shire, Ballina Shire & Lismore Council.
Please call us to discuss a cleaning if you’re not sure if you are within one of these
areas.
If you are near one of these areas, please don’t hesitate to call. We are always open to servicing new areas.
We charge hourly, so your cleaning will depend on your budget and your preferences. As a general rule, given sufficient time, you can expect:
ALWAYS INCLUDED
Experienced Cleaning Team (one or two cleaners)
Cleaning products and equipment (Vacuums, Mops, etc.)
Amazing & unlimited customer service through email, phone, or chat.
100% Happiness Guarantee
BEDROOM, LIVING ROOM AND ALL COMMON AREAS
Empty bins
Dust & wipe down all surfaces
Clean cobwebs
Clean light switches and doorknobs
Dust furniture
Clean window ledges
Make beds (upon request)
Clean hallways, staircases
Quick de-clutter of floors
Wipe down electronics
Vacuum and mop all floors
BATHROOMS
Clean all surfaces
Scrub toilets
Clean outside of cabinets and drawers
Clean sinks
Rinse and wipe bathtubs
Clean mirrors
Empty Bins
Vacuum and mop all floors
KITCHENS
Wet wipe outside of fridge, bottom lip inside fridge, spot clean shelves
Clean all surfaces
Wipe down outside of appliances, and inside of microwave
Clean sink
Clean stove
Wipe down outside of oven
Clean outside of cabinets and drawers
OPTIONAL EXTRAS
End of lease & Move out/in available on checkout
Deep Cleaning
Inside Cabinets
Inside Fridge
Inside Oven
Interior Windows
Washing Dishes
Skirting Boards
Blinds
Walls
SERVICES EXCLUSIONS
Chandeliers, Light Bulbs, Bio-hazards(Mold, etc.), Hoarding, Animal Waste, Heavy Lifting or Moving (Items heavier than 10kg), Cobwebs, High Reach Areas (More than 2 step ladder), Upstairs Exterior Windows, Post-party cleans, Rooms or areas where people are sleeping.
WEEKLY AND FORTNIGHTLY CLEANS WILL INCLUDE THE FOLLOWING TASKS ON ROTATION OR AS NEEDED.
Cleaners must fill out the ‘Above and Beyond’ note to advise the homeowner of any extras included in the clean.
Wipe top of fridge
Periodically clean all shelves inside fridge
Periodically clean metal racks from gas stove (In the dishwasher and wash on intensive mode or by hand).
Periodically remove rangehood filters and clean (In the dishwasher and wash on intensive mode, or by hand)
Periodically (6 months or when requested) use client supplied oven cleaner for a full clean.
Wipe inside draws and cupboards
Clean inside washing machine where soap and dirt builds up
Periodically wipe blinds/window furnishings
Vacuum under couch cushions
Clean/condition leather couches
Fan/s in
Window and/or sliding door tracks
Wipe electrical cords
Spot clean walls
Clean behind moveable furniture
Use a long duster to wipe under furniture that the vacuum and mop won’t fit under
Inside and outside of windows and fly screens
Door and window jambs
Wiped front and back of doors, especially around handles
Wipe architraves
We have flexible pricing. that means that our cleaners are paid (and we charge) based on their level of experience. This allows us to attract and retain the best local talent. In 2023, pricing is usually starting from $58 per hour (GST inclusive).
Absolutely.
Commercial Cleaning
We use locally produced commercial-grade cleaning products from Mountain Cleaning Products.
Residential Cleaning
Our contractors supply their own products and equipment and are therefore free to use what products they choose. Feel free to discuss your preferences with your cleaner.
Our employees use vinegar and water solution for surfaces. We also use dish soap, cream cleanser and mould killer.
We ask that clients supply specialty cleaners such as leather cleaners or specialty wood floor cleaners. We will use vinegar and water solution on couches and floors unless directed otherwise.
Please advise us in advance if you u have a septic tank so that our cleaners can avoid any bleach-based products.
Of course, you have many options to tailor your service. You can discuss directly with your cleaner, add requests to your booking via the comments section, or call or text us your requests.
Manage Your Account
Simply click on the “Log In” tab on the top menu and you will be sent to the Log In page, from there you can fill in your user name and password details to log in to your account.
When you are logged in to the customer portal, simply click on your name in the top right hand corner & in the drop down menu you will see Change Password which you can then click to make changes. Once you fill in the details & click save, your password will automatically be updated.
To reset your password is the same as changing your password. When you are logged in to the customer portal, simply click on your name in the top right hand corner & in the drop down menu you will see Change Password which you can then click to make changes. Once you fill in the details & click save, your password will automatically be updated.
You can change your address by logging into your account and clicking your name in the top right hand corner. You can then select “Edit Contact Info” and enter your new address details & hit save. The system will automatically update your address details.
You can change your credit card by logging into your account and clicking your name in the top right hand corner. You can then select “Billing Info” and enter your new credit card details. To save, press “Add Credit Card”.
The easiest way is to call us, or send a live chat message to request that we call you during business hours.
Alternatively, you can request to book a cleaner by clicking on the Bookings page & filling in all your details. Start with:
STEP 1: WHO YOU ARE
This information will be used to contact you about your service. Your name, email & contact phone number details.
STEP 2: YOUR HOME
Where would you like us to clean? This is Your Address Details.
STEP 3: CHOOSE YOUR SERVICE
Tell us about your home. Here you can choose how many rooms or bathrooms you need cleaned also how often you want it done?
STEP 4: SELECT EXTRAS
Adds extra time to the booking. This is where you can choose what optional extras you want with your regular clean like cleaning inside the oven or inside kitchen cabinets, these are extras which aren’t included in a regular clean, see “What is included in a standard cleaning”.
STEP 4.1: WHEN WOULD YOU LIKE US TO COME?
This is where you add the date and time that you would prefer to get your house cleaning done.
STEP 4.2: CUSTOMER COMMENTS
Anything we should know about? You can add any special requests here like something which you can’t find in our booking form.
STEP 4.3: HOW WILL WE GET INSIDE YOUR HOME?
This is where you let us know how we can get in to your home. Sometimes customers cant be at home whilst we’re cleaning, usually we organize for a key to be left somewhere for our cleaner to find like under a pot plant or door mat. Also you can let us know if your date & time is flexible, this way our cleaners can find the best time possible to clean your home.
STEP 4.4 DISCOUNT CODE
We have Gift Cards available which can be used to purchase a cleaning service. Upon purchasing a gift card you will receive a code which can then be used to give you a discount, we also sometimes run competitions and giveaways with coupons which have discounts. Any of these can be used and will automatically take the correct percentage off your next clean when making a booking.
STEP 5: SELECT PAYMENT
This is where you enter your credit card information. You will be charged after service has been rendered.
STEP 6: BOOK NOW
This is where you click to make your booking, its a good idea to go over all your details to make sure that you have filled everything out. Once you’re comfortable and have read our TOS & Privacy Policy then you can click Book Now and your service will be booked. On your right hand side you will see your booking summary, you will also receive an email with your booking confirmation.
Pricing and Policies
It’s great that you have some Gift Card credits! To activate your gift card credits, check your email which has the gift card with your name & message on it, if you have a look at the bottom of your card you’ll notice your gift card code which looks something like Example: Code: F428-8AAA-CF07
You’ll want to copy the 14 digits (F428-8AAA-CF07) section only, then you’ll paste that code in to the bottom section of the booking form in the “Discount Code” field. Once you paste it in, you’ll click on to apply and you should see the difference of the price change according to the amount of credit you have on your Gift Card. You can then go & fill in credit card details & make your booking.
You can view your Gift Card credits by logging into your account and clicking gift cards in the top menu bar. You can then select “redeemed gift cards” which will take you to a page with two options, you’ll have the “redeemed” section and an option to choose “active”, this is the section to click so you can find out details about your gift card credits. Another way for you to find out your gift card credits is to simply check your email which has your gift card, the amount will be in the top right hand corner of the card.
You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.
Hoarding & Hazardous Condition Policy
If your property is deemed a hazardous cleaning situation that goes over and above our normal cleaning environment, our cleaners have the right to walk away. Upon such a service, you will be charged a $50 booking fee due to holding your space in our schedule.
Breakage and Loss Policy
Our cleaners are required to notify the homeowner of damages in person, via telephone, SMS or note. If there is a breakage or loss during your cleaning for which you were not notified, notification of such an event must be made to Beyond Cleaning Group within 48 hours of service, by email or phone. We manage breakages and damages on an individual basis.
Late cancellation fees
We spend a lot of time arranging the right cleaner for you and hold a place in our schedule for you. We ask for 48 hours notice for all cancellations. Cancellations made after 5pm the day before your service will incur a $50 charge.
Am I required to enter my payment information?
Yes, we require your payment details to secure a professional home clean booking. We do not charge your card until after your clean has been completed.
It’s your choice to stay around or go out and take advantage of your free time. If you will not be home, we require entry details such as key location.
If you are starting a new regular service, it is always best to meet your cleaner and walk them through the house, pointing out any priorities, exclusions, and other areas of concern.
We spend a lot of time arranging the right cleaner for you and hold a place in our schedule for you. We ask for 48 hours notice for all cancellations. Cancellations made after 5pm the day before your appointment will incur a $50 charge.
Trust and Safety
Our cleaners are rigorously screened, reference checked, trial run and rated by other clients.
Cleaning contractors and employees are covered by appropriate insurance, including public liability and workcover.
If you have any concerns, please call us on 0451 102 239.
Breakage and Loss Policy
Our cleaners are required to notify the homeowner of damages in person, via telephone, SMS or note. If there is a breakage or loss during your cleaning for which you were not notified, notification of such an event must be made to Byron Home Cleaning within 48 hours of service, by email or phone. We manage breakages and damages on an individual basis.
Yes. Our website is SSL protected, and your details are secured via Stripe (similar to PayPal). We cannot access your card details.
We know inviting someone into your home or office is a big deal. All our professional cleaners are carefully vetted by us so we choose the right person to care for your home and business. Our cleaners are rigorously screened, reference checked, trial run and rated by other clients.
Our Happiness Guarantee represents our commitment to you. Should you have a concern with the cleaning service you have received, we will work with you to make it right by offering a next-day re-clean of areas of concern or a fair discount.
There are just a few conditions to make it fair:
- Call us within 24 hours of your cleaning and provide us with details of your concerns and/or issues.
- 48 hours grace period is given for Move-in/Move-Out cleans.
- Re-cleans must be completed within 7 business days of the last service.
We do not offer full refunds. If you are not 100% happy with your clean, we will be happy to work with you to make it right. We can offer to re-clean areas of concern, change your cleaning professional for a future booking, or offer a discount on your clean.
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Book a cleaning with us today and see why so many trust us.
You're A Step Away From A Happy Home
Book a cleaning with us today and see why so many trust us.