Service Provider FAQ’s

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  1. How do I contact UrbanYou
    • Call us on 1300 048 566 – if we’re not able to answer the call straight away please leave a message and we’ll call you back as soon as we can
    • Text us on  0419 764 794 – text only, you cannot call this number or send images 
    • Email us at Support@urbanyou.com 
  2. I have said that I am available, but I have had no response
    • This means the job hasn’t been allocated to you. We only respond to the successful applicant. You’ll know you’ve been allocated a job when you received the job confirmation email, and the job appears in your future events in your calendar. During business hours, most jobs are allocated within 3 hours.
  3. 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
    • You should have received a confirmation email – something has gone wrong. Please call the office on 1300 048 566 or text us on 0419 764 794
  4. I have received a booking confirmation email, but I am confused by the contents
    • Please call us! We will contact the customer and clear up any confusion
  5. I realise that I am unable to attend a confirmed job
    • Call and text us immediately 1300 048 566 text 0419 764 794. Last minute cancellation can incur cancellation fees and an automatic strike. So please give as much warning as possible
  6. I realise that I do not have the equipment/expertise to complete all the tasks on a confirmed job
    • Please call the office on 1300 048 566 or text on 0419 764 794. We will call the client to see if they have equipment available that you can use, or we will reallocate the booking
  7. I am running late – what do I do?
    • Do not call the client. Please call the office on 1300 048 566 or text us on 0419 764 794. We find that if a client waits uninformed for 5 minutes they are angry. If the clean occurs 45 minutes late, but they had early warning if this, the client remains happy!
  8. I cannot find the property – what do I do?
    • Do not call the client. Please call the office on 1300 048 566 or text us on 0419 764 794.  We will check the address, check Google maps, and call the client for directions.
  9. I cannot find parking – what do I do?
    • Do not call the client. Please call the office on 1300 048 566 or text us  on 0419 764 794. We will call the client and ask for advice. We will also look up parking in the area for you. Please note that UrbanYou does not pay for parking.
  10. I cannot enter the property – no key found
    • Do not call the client. Please call the office on 1300 048 566 or text us  on 0419 764 794. We will call the client and ask for advice. You will be paid the 2 hour no-show fee so long as you do not leave the site until advised to do so,
  11. I cannot enter the property – customer is not answering the door
    • Do not call the client. Please call the office on 1300 048 566 or text us  on 0419 764 794. We will call the client and ask for advice. You will be paid the 2 hour no-show fee so long as you do not leave the site until advised to do so,
  12. What equipment do I bring to each job?
    • A full cleaning kit including vacuum is compulsory.
      1. Kitchen spray and wipe product and sponges/wipes
      2. Bathroom spray and wipe product and DIFFERENT sponges / wipes – never re-use cloths or sponges that have been used in the bathroom anywhere else in the property
      3. Mirror/ glass product – duster/ cloth
      4. Dusting product – duster/ cloth
      5. Hard floor product
      6. Wooden floor product
      7. Vacuum + mop
    • Additional for Spring cleaning and EOL
      1. 3 step ladder
      2. Cobweb brush
      3. Oven cleaner
  13. What should I do on arrival?
    • if the customer is on site, ntroduce yourself and show them you UrbanYou ID Card. Complete your pre-clean walk through of the property. Call UrbanYou if you need extra time, if there is pre existing damage.
  14. What do I do if I feel unsafe?
    • Leave the property immediately, once you are in a safe place, call please call the office on 1300 048 566 and we will advise you.
  15. The property is LARGER than quoted – what do I do?
    • Please call the office on 1300 048 566 or text us on 0419 764 794 to let us know the size of the property and additional time required. We can then re-quote the job and confirm the additional time and fee wit the customer and process payment.
  16. The property is DIRTIER than standard – what do I do?
    • Please call the office on 1300 048 566 or text us on 0419 764 794 to re quote the job.. We will ask how long you will need to clean the property. We then contact the client and ask for approval for the extra time, and get permission to charge the credit card
  17. The property has special requirements – what do I do?
    • Please call the office on 1300 048 566 or text us on 0419 764 794. We will ask if you have the correct equipment, and if you have the time to do the extra tasks. We’ll contact the customer and get approval to charge for the additional tasks and/or time.
  18. The booking confirmation has special instructions that aren’t on the normal checklist, what do I do?
    • We will have calculated extra time for these instructions and added it to the booking. Make sure that you have the knowledge how to do the tasks, and have any extra equipment needed. If you cannot do the tasks please call the office on 1300 048 566 or text us  on 0419 764 794 and we will reallocate.
  19. I see existing damage on my pre-clean walk through – what do I do?
    • Alert the client to the damage if they are onsite, and then take a picture of the damaged area and email through all the office
  20. I damaged something during the clean – What do I do?
    • Take a picture and email to us, support@urbanyou.com then call the office on 1300 048 566 for advice.
  21. The customer has said that I have damaged something, what happens next?
    • We request photos from the homeowner, we will then ask you for any photos you might have and compare them. We immediately require a written statement of what happened on the job, and if you feel that you are responsible for the damage. We will then help negotiate with the client, or help you with an insurance claim.
  22. An insurance claim needs to be lodged, what do I do?
    • UrbanYou will help you get the correct information to the insurance company so that the claim proceeds quickly. You can carry on working with UrbanYou during this process.Most insurance companies have an excess of $500, this means all you have to pay is $500 and the insurance company will pay for the rest of the damage. UrbanYou will withhold your payments to help cover this up to $500.
  23. I cannot reach an area to clean – what do I do?
    • STOP! You cannot clean areas out of reach. Never stand on on furniture to reach something. Call and text the office on 1300 048 566 and 0417 630 465 for advice. If you are on an EOL or spring clean, you must have a 3 step ladder to help you reach higher areas.
  24. I fear I might damage something if I try to clean it – What do I do?
    • STOP! Do not risk damaging something by over cleaning it. Take a picture and email it to us, then call the office on 1300 048 566 for advice.
  25. What areas should I clean/ what cleaning tasks should I do?
    • You must complete all tasks on the checklist, and on the confirmation email. You’ll need BOTH of these to ensure successfully complete an UrbanYou clean. If you can’t something due to accessibility issues or fear of damage, please contact us.
  26. What if the client expects me to do extra tasks not on the checklist?
    • You should only do tasks that are on the checklist and confirmation email. Only if you have time left at the end of a clean can you do extra tasks not on these lists. Call Urban you for advice and we will explain to the client.
  27. What if the client offers to pay for extra tasks onsite?
    • DO NOT ACCEPT CASH. If a customer requests additional tasks, please call UrbanYou immediately – we’ll contact the customer to confirm additional taks/time required, update the booking and process payment. Please do not work any extra hours without confirmation that the credit card has been charged.
  28. What if the client offers cash onsite?
    • DO NOT ACCEPT CASH. Call UrbanYou to add time to the booking and charge the clients credit card
  29. What if there is an animal onsite and I am scared/ allergic?
    • Owners normally declare pets at the time of booking. We will include this information on the job notification and email confirmation – if you are not comfortable working around animals, do not accept jobs with pets. IF a customer has not declared a pet, call us immediately on 1300 048 566.
  30. What if the client is 30 minutes late, do I I need to clean the whole booking time?
    • You can decide to only clean to the end of the booking time. However if they are a good customer of yours, and you have no other booking you may decide to work the full amount of time.
  31. I’m sick and can’t make my jobs today, what do I do?
    • CALL or SMS UrbanYou as soon as you are aware that you cannot work – Cancellations fees may apply
  32. I’m sick and can’t work today and need to cancel jobs, what will I be charged?
    • Unless you provide us with a medical certificate, you will be charged a cancellation fee of $50 for each customer cancelled within 24 hours of the job.
  33. What if a customer cancels – do I still get paid?
    • If a customer cancels within 24 hours of the job, there is no payment. If they cancel within 12 hours of the job, you will be paid for 2 hours of work.
  34. My vehicle has broken down, what do I do?
    • Most cleaners get a taxi or Uber so that their customer is not affected. If you cannot attend your job, please call us as soon as you can so that we can warn your customer. If you cancel within 24 hours of the job, you will be charged the 2 hour cancellation fee unless you provide a mechanics invoice or NRMA towing notice.
  35. I need to take a break on-site, what do I do?
    • If you need to schedule a break on a long clean, please let UrbanYou know. We will advise the customer that the clean will run over an extra few minutes as you have a scheduled break. Please just ensure that you do work the stated hours of the job
  36. I have received an email from the Customer Support team with a customer complaint – what should I do?
    • We ask you to reply to the email with facts and your account of events from the day. Please reply to the email as soon as possible and include any photos or additional information you have from the booking. The more information you provide the quicker the dispute can be resolved.
  37. The customer has complained about my clean, what happens next?
    • We offer our customers a Satisfaction Guarantee – This means if there are areas missed, we will give you the opportunity to return and finish/re-clean missed tasks or areas. You will not be paid extra for this time. To avoid this scenario, please ensure you complete all items oin the checklist and Special Instructions on the booking confirmation.
  38. The customer has complained about my clean, and I cannot return to fix the area, what happens next?
    • We will either (i) partially refund the customer – this will affect your pay. (ii) Send another cleaner to correctly clean the area, this will affect your pay.
  39. What are the dates we get paid?
    • We issue your billing statement every second Wednesday. Please check this statement before you funds are remitted overnight into your account. Please email billing@urbanyou.com if there are any discrepancies.
  40. Do your payments include GST?
      • We pay a flat rate of $25 per hour regardless of your GST status
  41. I need to send the Customer Support Team a photo, how do I do it?
      • We can only receive photos via email. Please email support@urbanyou.com.au and include the booking number in the subject line.
  42. Can I take a team to jobs?
      • Yes you can attend jobs with a partner or a team, but only if they have been issued with an UrbanYou ID Card. Click here to register a new team member.
      • Working with a team will impact how long you spend onsite e.g:
        • 6 hour job (Payment $150)
        • 2 cleaners on site for 3 hours (Payment still $150)
        • 3 cleaners on site for 2 hours (Payment is still $150)
      • Please note; we require that a team of minimum 2 people attend any job over 4 hours.

Can’t find the answer you’re looking for? Please contact us on support@urbanyou.com.au