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Welcome to the Help Centre
Browse through our topics or ask UrbanYou Support a new question
Popular topics for customers: Will I get a reminder before my service? How do I reschedule my service? View all topics
How does UrbanYou work?
Confirm your booking
UrbanYou manages payment and support once your booking is confirmed.
Your professional arrives
On the day your fully equiped pro will arrive to get the job done right!
Customers
Frequently Asked Questions
- ★ Can I customise my cleaning service?
- ★ I like to use specific products in my home, can the cleaner use these?
- ★ My property manager won't release my bond because the property isn’t clean. What can I do?
- What sort of blinds can UrbanYou clean?
- Do I have to be home while the Service Provider is there?
- How can I get a quote for my service?
Services Available
- What if I don’t have parking available for the cleaners or gardeners?
- What services do we offer?
- Can UrbanYou clean upholstered furniture?
- I'm renovating and have tradies on site. Can UrbanYou cleaners work around them?
- My house is full of mould. Can UrbanYou help?
- My ceiling needs a clean. Can UrbanYou help?
Payment & Charges
- ★ My Gift Voucher code isn't working
- ★ Peak Surcharges
- ★ How do I update my card details?
- ★ I have booked over the phone, when will I be charged?
- Why do I need to pay extra for stairs?
- My card has a pending amount, why?
Bookings & Changes
- ★ How do I reschedule a booking?
- Can the Pro collect the keys from a Real Estate Agent?
- I need to extend the time allocated to my booking, what do I do?
- How do we estimate the time your Cleaning Service will take?
- What if the job takes more time than what I booked?
- What if the job takes less time than I booked?
NDIS
I'm an NDIS participant
- What is the difference between a self-managed, plan-managed or agency-managed NDIS plan?
- What do you charge for an NDIS clean?
- How do I book in a service? What details do I need to provide?
- I’ve never had a cleaner before, what can I expect?
- What does my clean include?
- How do I know your cleaners are people I can trust in my home?
I'm a Support Coordinator or a Plan Manager
- How can I book in a clean for my client? What details do I need?
- What do you charge for an NDIS clean?
- My client has never had a professional clean before and their property might need more attention to begin with. Can you help?
- What happens if I need to change or cancel a clean for my client?
- My client does not like having multiple strangers in their home. Can we have the same regular cleaner?
- My client only has budget for 2 hours per week, is this enough time to clean everything?
Service Providers
Cancellations & Reschedules
Cleaning
- I need to take a break on-site, what do I do?
- What if the client expects me to do extra tasks not on the checklist?
- What areas should I clean/ what cleaning tasks should I do?
- I am cleaning AND carpet cleaning a property - Does the time quoted include the carpet cleaning?
- I damaged something during the clean - What do I do?
- I cannot reach an area to clean - what do I do?
Job Arrival /Requote
- I am running late - what do I do?
- My vehicle has broken down, what do I do?
- I cannot find the property - what do I do?
- I cannot find parking - what do I do?
- Does UrbanYou pay for parking?
- I cannot enter the property - customer is not answering the door
Complaints
Payments
Job Allocation
- I have said that I am available, but I have had no response
- I have said that I am available, the job has moved from pending to my confirmed bookings, but I have not received a booking confirmation email
- I have received a booking confirmation email, but I am confused by the contents
- The booking confirmation has special instructions that aren’t on the normal checklist, what do I do?
- What equipment do I bring to each job?
- I realise that I do not have the equipment/ expertise to complete all the tasks on a confirmed job