Service Providers

Cancellations & Reschedules

• ★ Claim your customer’s rescheduled booking
• What if a customer cancels - do I still get paid?
• I’m sick and can't work today and need to cancel jobs, what will I be charged?
• I’m sick and can’t make my jobs today, what do I do?

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?
See all 7 articles

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
See all 15 articles

Complaints

• The customer has complained about my clean, what happens next?
• I have received an email from Customer Happiness team with a customer complaint - what should I do?
• An insurance claim needs to be lodged, what do I do?
• The customer has said that I have damaged something, what happens next?

Payments

• Public Holiday Surcharge
• What if a customer cancels - do I still get paid?
• What if the client offers cash onsite?
• What if the client offers to pay for extra tasks onsite?

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
See all 7 articles

NDIS Cleaning

• What is the NDIS?
• What do I do on an NDIS clean?
• What are my responsibilities on an NDIS clean?
• How can I become an NDIS cleaner?