Frequently Asked Questions

We service all of Greater Melbourne including the CBD, the Inner North, the Western Suburbs, the Inner East, the South East and Bayside, plus surrounding areas.

No. Once access and locking instructions are confirmed with us, you don't need to stay on site. Many clients leave a key or entry code; we use them only as agreed and return or securely remove them when no longer needed. We are fully insured and all staff are background checked.

When we bring the products, we use professional-grade, eco-friendly ones. Your quote confirms whether we bring products and equipment or use yours. Tell us about allergies, sensitivities, pets and surface-care instructions before the visit and we will discuss suitable options, though we cannot promise an allergen-free environment. Please keep children and pets away from the areas we are actively cleaning.

You can get a free quote online by filling out our quote request form or call us directly on +61 415 719 696. We aim to reply within 2 hours during business hours.

Yes. We offer weekly, fortnightly and monthly cleans at discounted rates for regular clients, with no fixed-term lock-in. You can pause or end future visits by contacting us. If we propose a change to your ongoing price, we give you at least 14 days' written notice and ask for your agreement.

You can cancel or reschedule free of charge with at least 24 hours' notice before the start of your arrival window (Melbourne time). Contact us by phone, SMS or email. For later changes, a fee applies only if its amount or calculation was disclosed and accepted before you booked, and it can never exceed the lower of the booked price and our reasonable, unavoidable loss. If no fee was agreed, none applies. We consider illness and emergencies fairly. If we cancel, you can choose another suitable date or a refund for work not done.

Yes, MS Facilities & Cleaning Services is fully insured with public liability insurance for your peace of mind.

Usually, yes. Your quote confirms who provides the products and equipment. Unless we agree otherwise, please make sure water and electricity are available on the day.

We can't guarantee a bond refund or your property manager's approval, because those can depend on things beyond cleaning. We clean to the agreed scope, so please share the property manager's checklist and inspection deadline before booking. We remain responsible for our work: send us any inspection concerns within our scope promptly so we can assess them and provide the remedy the law requires. We don't charge to fix our own service failure where the law requires a free remedy. New dirt after our visit, maintenance and extra tasks are assessed separately, and any extra charge needs your agreement.

End of lease cleans typically take 4-8 hours depending on property size and condition. A 2-bedroom apartment usually takes around 4-5 hours; a 4-bedroom house can take up to 8 hours.

We do our best to accommodate urgent bookings. Call us on +61 415 719 696 and we'll check availability for same-day or next-day service.

Yes. Oven cleaning and fridge cleaning are available as add-ons to any service. Oven cleaning starts from $45 and fridge cleaning from $35.

A regular clean covers the main surfaces, floors, bathrooms and kitchen. A deep clean goes further: inside appliances, inside cupboards, skirting boards, grout scrubbing and areas often missed in routine cleaning.

Yes. We provide office and commercial cleaning services throughout Melbourne with flexible scheduling including early morning, evening and weekend options.

A standard house clean typically takes 2-4 hours depending on the size and condition of the property. A 1-2 bedroom apartment usually takes 2 hours; a 3-4 bedroom home takes 3-4 hours.

Both! We offer one-off cleans for any occasion, as well as regular weekly, fortnightly or monthly cleaning schedules. Regular clients receive priority booking and discounted rates.

Payment is due within 7 calendar days of the invoice date, unless we agreed a different due date before you booked. The payment methods are listed on your invoice. We don't charge automatic late fees. If you need more time or dispute an amount, contact us promptly and we will discuss a reasonable arrangement while you pay any undisputed amount when due.