Question 1

How do I book a cleaning service?

Accepted Answer

Start by selecting your service and entering your property details. You will see an estimated price where automatic pricing is available, then submit your preferred date, timing and booking details. Your request is reviewed by 4M Cleaning Service before it becomes a confirmed booking.

Question 2

Is submitting a booking request the same as confirming a booking?

Accepted Answer

No. Submitting a request does not automatically confirm your booking. We first review your property details, requested date, availability and service requirements. Your booking becomes confirmed only after the required approval and payment steps have been completed.

Question 3

Do I need an account to manage my bookings?

Accepted Answer

Yes. Your account gives you access to your bookings, properties, booking updates, payment information, invoices and receipts, and other available account features.

Question 4

Can I save more than one property?

Accepted Answer

Yes. You can save and manage multiple properties from your account, making future bookings quicker and easier.

Question 5

Can I book the same property again?

Accepted Answer

Yes. Where available, you can use the Book Again option from a previous booking or saved property and update the date or service requirements before submitting the new request.

Question 6

Is the price shown during booking the final price?

Accepted Answer

Not necessarily. A price shown before review is an Estimated Price. It helps you understand the expected cost based on the information provided, but it is not automatically the Final Agreed Price.

Question 7

When does my price become final?

Accepted Answer

After 4M Cleaning Service reviews your booking request. If everything can be accepted as requested, we can approve it. If something needs to change, we may propose a different price, date, time or other booking detail for your approval.

Question 8

What happens if 4M proposes changes to my booking?

Accepted Answer

You will be able to review the original request and the proposed changes. You can accept the changes, request another option where available, or decline the proposal. Payment is not required until the final booking terms have been agreed.

Question 9

Why might my final price be different from the estimate?

Accepted Answer

The final price may change if the information submitted does not fully reflect the property, condition, selected services or work required. Any change will be presented for your approval before payment.

Question 10

When do I pay for my booking?

Accepted Answer

For standard electronic payment methods, once the Final Agreed Price and booking terms are accepted, a 20% deposit is required to secure the booking. The remaining 80% is due 24 hours before the scheduled service.

Question 11

How much is the booking deposit?

Accepted Answer

The standard booking deposit is 20% of the Final Agreed Price for standard electronic payment methods.

Question 12

When is the remaining balance due?

Accepted Answer

The remaining electronic balance is due 24 hours before the scheduled cleaning service.

Question 13

Will I receive payment reminders?

Accepted Answer

Yes. Where applicable, the system can send a reminder approximately 48 hours before the service and another reminder when the remaining balance becomes due 24 hours before the service.

Question 14

What happens if the remaining electronic balance is not paid?

Accepted Answer

If the required remaining balance is still unpaid 6 hours before the scheduled service, the booking may be cancelled for non-payment. Any applicable cancellation fee and refund will be calculated according to the cancellation policy.

Question 15

What electronic payment methods can I use?

Accepted Answer

Available payment methods will be displayed securely at checkout. Depending on availability and provider support, these may include card payments, Apple Pay, Google Pay, Afterpay and Zip. Only payment methods currently enabled by 4M Cleaning Service will be shown.

Question 16

Can I use Afterpay or Zip?

Accepted Answer

Where available and eligible, you can select Afterpay or Zip during payment. Eligibility, instalment arrangements, limits and approval are determined by the payment provider.

Question 17

How do Afterpay and Zip instalments work?

Accepted Answer

Afterpay and Zip manage their own customer instalment arrangements. If you select one of these options, the provider will show you the applicable payment schedule, eligibility requirements and terms before you complete the transaction.

Question 18

Does 4M decide whether Afterpay or Zip approves me?

Accepted Answer

No. Approval, limits and instalment arrangements are determined by Afterpay or Zip according to their own policies.

Question 19

Can I pay by cash?

Accepted Answer

Where the Cash option is available, you must still pay the required 20% electronic deposit to secure the booking. The remaining cash amount must be left inside the property at the agreed secure location before the cleaning team begins work.

Question 20

Do I receive a discount for paying the remaining balance in cash?

Accepted Answer

Yes. Where the Cash option is available, a 5% discount is applied to the Final Agreed Price. The 20% booking deposit is calculated from the Final Agreed Price before the cash discount is applied.

Question 21

How is the cash balance calculated?

Accepted Answer

For example, if the Final Agreed Price is $100, the electronic deposit is $20. The 5% cash discount is $5, leaving $75 to be paid in cash. The total amount paid by the customer is therefore $95.

Question 22

What happens if the cash is not available when the cleaning team arrives?

Accepted Answer

The cleaning team will not begin the service until payment is resolved. The booking may be placed on Payment Hold and you may be given up to 30 minutes from the payment notice to pay the outstanding balance electronically.

Question 23

Do I keep the 5% cash discount if the cash is not available and I switch to electronic payment?

Accepted Answer

No. The 5% discount applies only when the remaining balance is paid in cash according to the agreed Cash Payment Terms. If the cash is unavailable and the balance must be paid electronically, the cash discount is removed.

Question 24

Where should I leave the cash?

Accepted Answer

The exact location must be agreed securely as part of your booking arrangements. Sensitive property-access or cash-location information is not displayed publicly.

Question 25

What is the cancellation policy?

Accepted Answer

For customer cancellations made more than 48 hours before the scheduled service, there is no cancellation fee. Cancellations made between 24 and 48 hours before the service may incur a fee equal to 7% of the Final Agreed Price. Cancellations made less than 24 hours before the service may incur a fee equal to 10% of the Final Agreed Price.

Question 26

Is my 20% deposit always non-refundable?

Accepted Answer

No. Under the standard cancellation policy, any refund is calculated from the amount already paid after deducting any applicable cancellation fee. Special payment-breach circumstances may be handled separately under the applicable booking terms.

Question 27

How are refunds calculated?

Accepted Answer

Refunds are calculated using the amount already paid and any applicable cancellation fee based on the Final Agreed Price. Where a refund is due, it is reviewed and processed through the appropriate payment method.

Question 28

What happens if 4M Cleaning Service has to cancel my booking?

Accepted Answer

If 4M Cleaning Service cancels for reasons attributable to us, payments received for that booking will generally be refunded in full, subject to any applicable legal requirements and payment-provider processing.

Question 29

Can I book less than 24 hours before the cleaning?

Accepted Answer

Short-notice bookings may be available depending on team capacity and property requirements. Because the normal balance deadline has already passed, full required electronic payment may be required before confirmation.

Question 30

Can I request urgent or same-day cleaning?

Accepted Answer

You can submit an urgent or same-day request, but availability is not guaranteed. Very short-notice bookings require 4M approval and must not be treated as confirmed until the booking and required payment have been approved.

Question 31

What is included in a short-stay turnover clean?

Accepted Answer

A standard turnover clean includes cleaning and guest-ready presentation of the main property areas, including the kitchen, bathrooms, bedrooms and living areas, as applicable. It also includes vacuuming, mopping, surface cleaning, rubbish handling and preparing beds using clean linen already available at the property.

Question 32

Is bed setup included?

Accepted Answer

Yes. Bed Setup is included when clean linen is already available at the property. It is not charged as a separate service.

Question 33

Do you work with Airbnb and Booking.com properties?

Accepted Answer

Yes. Short-stay turnover cleaning is one of our core services and is designed for Airbnb, Booking.com and similar short-stay properties.

Question 34

Do you need my guest checkout and next check-in times?

Accepted Answer

Yes. Providing the guest checkout and next check-in times helps us assess the available turnover window. Your requested timing remains subject to confirmation by 4M Cleaning Service.

Question 35

What is the difference between Bed Setup and Linen Laundry Service?

Accepted Answer

Bed Setup means making the beds using clean linen already available at the property and is included in the turnover service. Linen Laundry Service is a separate service involving the handling, washing and drying of used linen and towels and preparing fresh linen for future turnovers.

Question 36

Should I keep a spare clean linen set at the property?

Accepted Answer

Yes. We strongly recommend keeping a clean spare set at the property so beds can be prepared immediately while used linen and towels are taken for laundering.

Question 37

Is Linen Laundry Service a linen rental service?

Accepted Answer

No. Unless specifically agreed otherwise, Linen Laundry Service relates to handling and laundering the property's existing linen and towels. It should not be assumed to be a hotel-style linen rental service.

Question 38

Can I add a Welcome Pack to a short-stay booking?

Accepted Answer

Yes. Available Welcome Pack options can be added during the booking process.

Question 39

What is included in Cleaning & Bed Setup?

Accepted Answer

Cleaning & Bed Setup includes a guest-ready turnover clean with beds set up. Complimentary tea, coffee and sugar starter supply included.

Question 40

What is included in the Breakfast Welcome Pack — $45 AUD?

Accepted Answer

The Breakfast Welcome Pack includes toast bread, eggs, milk, individual butter portions, individual jam portions and honey. Brands may vary; equivalent or better products will be supplied.

Question 41

What is included in the Complete Guest Welcome Pack — $85 AUD?

Accepted Answer

The Complete Guest Welcome Pack includes everything in the Breakfast Welcome Pack, plus orange juice, shampoo, conditioner, body wash, guest soap, a small comb and disposable guest slippers. Complimentary small juice and biscuit for children available on request. Brands may vary; equivalent or better products will be supplied.

Question 42

Can I request something different for my guests?

Accepted Answer

Yes. Use the custom guest requirements option to tell us what you need. Custom requests are reviewed before they are confirmed or priced.

Question 43

How does End of Lease booking work?

Accepted Answer

Enter your property details and condition during booking. Standard-condition properties may receive an estimated price automatically. Properties requiring extra attention or heavy cleaning may need manual review before a final price is provided.

Question 44

What does “Needs Extra Attention” mean?

Accepted Answer

Select this option when the property requires more work than a typical standard End of Lease clean. We may request additional information or photos and review the job before confirming the Final Agreed Price.

Question 45

What if the property requires heavy or excessive cleaning?

Accepted Answer

Heavy or excessive cleaning requires a manual quote. Submit the property details and any useful information or photos so 4M Cleaning Service can review the work required.

Question 46

Does an End of Lease time window guarantee the exact starting time?

Accepted Answer

No. End of Lease scheduling may use completion targets or flexible service windows rather than guaranteeing an exact start time. The confirmed booking details will show the agreed scheduling arrangement.

Question 47

What areas do you service?

Accepted Answer

4M Cleaning Service primarily services Wollongong and surrounding areas within our service area. Availability is checked using the property location and current service coverage.

Question 48

What if my property is outside the normal service area?

Accepted Answer

You can request availability. We may be able to accept properties outside the standard service area depending on location, scheduling and operational capacity.

Question 49

Can I provide property access instructions online?

Accepted Answer

No. We don't collect key, lockbox, alarm or access details through this website. Once your booking is confirmed, we ask you for the access arrangements separately by SMS, WhatsApp or email.

Question 50

Are my lockbox codes or access instructions shown publicly?

Accepted Answer

No. Access details are never collected on this website. Anything you share with us directly after confirmation is treated as private operational information and never appears in public pages, public URLs or ordinary public-facing notifications.

Question 51

Who can see my property information?

Accepted Answer

Access is restricted according to account role and operational need. Customers can access their own information, while authorised 4M staff and administrators receive only the information required for their role.

Question 52

What if I have a cleaning concern after the service?

Accepted Answer

Contact 4M Cleaning Service within 24 hours of the completed service and provide details of the concern. Where the issue falls within our re-clean policy, we will review it and arrange the appropriate response.

Question 53

Is every issue automatically eligible for a complimentary re-clean?

Accepted Answer

Re-clean requests are reviewed against the booking scope and the circumstances reported. Eligible cleaning issues reported within the applicable 24-hour reporting period may receive a complimentary re-clean.

Question 54

Can I request a change after submitting my booking?

Accepted Answer

Yes. Where the booking status allows it, you can request a change. Changes to the service, property details, date, time or scope may require 4M review and could affect the Final Agreed Price or availability.

Question 55

Where can I see my booking status?

Accepted Answer

Sign in to your account and open My Bookings. Your booking details should show the current status and relevant actions or updates.

Question 56

Will I receive an invoice and receipt?

Accepted Answer

Yes, where applicable. An invoice records the amount owed, while a receipt records money actually received. A booking may have more than one payment before the balance reaches zero.

Question 57

Will my receipt show the payment method and remaining balance?

Accepted Answer

Yes. Where applicable, receipts should show the booking reference, amount paid, payment method, payment date and remaining balance.

Frequently Asked Questions

Booking & account

Pricing & booking approval

Payments & deposits

Afterpay & Zip

Cash payments

Cancellations & refunds

Short-notice bookings

Airbnb & short-stay cleaning

Linen Laundry Service

Welcome packs

End of lease cleaning

Service area

Property access & security

Re-clean policy

Booking management

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