Customer questions
Frequently asked questions
Quotes, property care and what happens next.
Does submitting a request book a job?
No. Your request is an enquiry. We review scope and coverage, provide a written quote and confirm scheduling separately. Preferred dates are not reserved appointments.
Who carries out the work?
Independent service providers carry out authorised work. They are not Lot & Lane employees. Lot & Lane coordinates your enquiry and remains your point of contact.
Are prices fixed and do they include GST?
Published launch prices are indicative and include GST. Property size, condition, access and waste volume can affect scope. Your written quote must show the full GST-inclusive total and approved mandatory fees before acceptance.
How do I pay?
Payment is via Stripe. Payment is required in full before commencement of work. Please don't send card or bank details through our forms or by email.
Do quotations cost anything and how long are they valid?
Quotations are provided at no cost and are valid for seven days from issue.
Is a deposit required?
Payment is required in full before commencement of work.
Can I cancel or reschedule?
Contact us with your reference and we'll confirm any change in writing. Cancellation less than 24 hours before the agreed commencement of work incurs a fee of 50% of the agreed GST-inclusive total; the remaining 50% is refunded if paid in full. Cancellation at least 24 hours before work receives a full refund. Your statutory consumer rights remain unaffected. Your Australian Consumer Law rights always apply.
Do you cover my suburb?
Use the service-area search to check the current status. Proposed suburbs are not confirmed coverage; limited availability requires confirmation. No booking slot is promised for an unconfirmed area.
Do I need to provide photos?
Ordinary House cleaning photos are optional. Scope-dependent services require photos for verification. The quote form accepts up to 10 images, at most 10 MB each, with private storage.
What if I am unhappy with the service?
Contact Lot & Lane with the reference and details of the concern. We will investigate and discuss applicable remedies. Nothing removes your Australian Consumer Law rights.
Can you guarantee my bond will be returned?
No. End-of-lease cleaning is quoted to an agreed scope; bond decisions and landlord assessments are not guaranteed.