Frequently Asked Questions

What products do you use? Are they eco-friendly?

For all general cleaning, we use eco-friendly, low-toxin products that are safe for your household, your pets, and the environment.
For tougher jobs or certain surfaces (like toilets or ovens) we may need to use stronger products - but we’ll always discuss it with you first before using anything beyond our standard range.

Do you bring your own cleaning products and equipment?

Yes - all cleaning products and equipment are supplied - we pride oursleves on offering professional steam cleaners, vac's and eco friendly, low toxic cleaning products in our service.

Do you clean ovens, fridges, or walls?

Yes - those tasks are part of our Deep Cleaning Service.
Deep cleans target built-up grime, hard-to-reach areas, and detailed tasks like internal oven and fridge cleaning, wall washing, and internal window cleaning. We advise that harsher chemicals may be required to achieve best results for internal ovens or any heavy built up grime, grease or limescale in deep cleaning services.

Do you clean outdoor areas or windows?

No - Coastal Fresh Home Cleaning is an indoor domestic cleaning service.
We focus entirely on interior cleaning.

Do you clean homes with pets?

Absolutely - we love pets. However, if your pet is highly unsettled and consistently barking, jumping, chasing, nipping at equipment, escaping, or generally interfering with cleaning, we’ll have to reschedule the service until the situation is resolved.
For everyone’s wellbeing, we recommend securing pets during your clean.

Can you clean while my child is home?

Yes - as long as a parent or responsible adult is present.
For safety and insurance reasons, we can’t provide services in a home where a child is the only person present, even briefly.

Do I need to be home during the clean?

Not at all. Many clients prefer to leave a key or provide access codes.
We’ll coordinate whatever works best for you, and your home will be securely locked up when we leave.

What’s your cancellation policy?

Same day cancellations may incur a 50% fee.
“Lock-outs” (when we can’t access your property on arrival) are charged at 75% of the service cost, as that time has been reserved exclusively for you, and in the case of lockouts - time and resources have already been expended to prepare and arrive for your scheduled service.
If you’re unwell with a contagious illness, please notify us before your scheduled clean - we’ll reschedule at no charge.

How do payments work?

Payment is required on the day of your clean.
We accept cash, Tap and go, pay ID and direct bank transfer. Our payment details will be provided prior to your booking.

Do you service outside of Coffs Harbour?

Not yet ~ but we do hope to expand our service reach in the future.

Can I customise my service?

Absolutely! You can mix and match add-ons like our Pets & Plants Package or housekeeping duties, and we will tailor your quote and service to suit your needs and home size.

How do I prepare - to get the most out of my Regular or Deep Cleaning service?

The following checklist will help us deliver the highest quality Regular or Deep Clean services efficiently and safely:

• Clear Surfaces: Removing clutter or precious personal items from surfaces you would like to be cleaned (such as benches, tables, desks and bedside tables) will ensure these areas get more than a light dust.

• Floors: Picking up loose items, clothing, toys and cords off the floor will allow full cleaning access and reduce trip hazards.

• Bathroom & Wet Areas: Toilets should be pre-flushed and clear of bodily fluids to reduce biohazard exposure. Vanities, showers and bathtubs that are left reasonably clear and dry allow efficient cleaning preparation and processes. Excess shower or vanity items can be placed in a basket, and shower hangers hung over the bathroom door prior to our arrival, and we will return items neatly after cleaning.

• Kitchen Preparation: Sinks and strainers that are clear of dishes, and benchtops clear of non essential kitchen appliances allow for proper and thorough surface cleaning

• Parking & Equipment Access: Driveway or direct front of property parking allows for reasonable and safe heavy equipment access.

• Pets: Reactive, anxious or runaway pets should be safely secured during service. 

• Occupancy During Service: Where possible, we recommend the home be vacant during service, however, we understand this is not always practical - so we simply advise occupants stay clear of areas being actively cleaned and any equipment - for safety and risk management purposes. 

• Heat Safety: Due to the physical exertion of cleaning work, and the humid conditions of the mid north coast of nsw,

  air-conditioning may be required for temps of 25 degrees and above. Homes without available working aircon may need to be rescheduled on very hot / humid days.

• Time and Scope: Excess clutter, lack of preparation or misleading representation of conditions may result in task completion issues, due to the allocated time for your quoted service agreement.

Thank you for helping us maintain a safe, efficient and high quality service experience ~ we appreciate your co-operation greatly. 

If you have any further questions, please feel free to call / text / email or use our contact form ~ we look forward to hearing from you!