Find answers to your frequently asked questions
Whether you're curious about us, how you can become a franchisee, what services we offer, or how to book and pay, you'll find the answers right here.
Couldn’t find the answer to your question?
Contact us or call us on 13 26 13.
How we work
Who is V.I.P?
V.I.P. was established in 1979 by Bill & Rose Vis. When Bill was selling vacuum cleaners door to door, he noticed that one potential customer didn’t need a vacuum cleaner but he was in need of a lawn now. When he offered his service, the potential customer said yes and the rest is history. V.I.P. has been operating for close to 45 years and still is run by the original founders. Our values today are founded by family – built by teamwork, consistently reliable and have a passion for service/detail.
How can V.I.P. help me?
V.I.P. are able to offer a range of services to assist you with the cleaning and maintenance of your home and business.
How many V.I.P. Services are available?
Our main services are home cleaning, carpet cleaning, lawns & garden maintenance, commercial cleaning, window cleaning, end of lease cleaning, fencing and home maintenance. Note fencing and home maintenance is only available in some states.
Who runs V.I.P. today?
V.I.P. is still run by the two founders, Bill Vis & Rose Vis. Now their three children also work within the business across various business functions.
What areas do you service?
We support families and businesses with our range of services nationally.
How do I pay for the service?
By cash, bank transfer, direct debit, credit card or gift vouchers at the completion of the service.
What is your customer service support?
We have a national support centre for our customers to reach out to during business hours – Monday to Friday, 8am to 6pm ACST. However, please reach out to us for our online contact form at anytime and we’ll be back in touch as soon as possible.
How does V.I.P. deal with customer concerns or complaints?
Customer satisfaction is our top priority at V.I.P. We value our customers’ feedback and take their concerns seriously. Our national support centre is always here to listen to your feedback, address any issues promptly, and work towards a resolution. Whether you reach out via phone or email, rest assured that your concerns will be handled with care and professionalism. Your experience matters to us, and we’re committed to providing exceptional service every step of the way.
How do I redeem a V.I.P. Gift Card with a franchisee?
When it comes to redeeming your V.I.P. Gift Card with a franchisee, the process is straightforward. Our franchisees are happy to accept gift cards as a form of payment. All you need to do is hand over your gift voucher to your local V.I.P. franchisee when you’re ready to pay for the services you’ve received.
Home Cleaning
What services do you offer?
We offer a wide range of services tailored to meet your specific needs. Our services can include kitchen cleaning, bathroom cleaning, spring cleaning, cobwebbing, vacuuming, mopping, dusting, microfibre cleaning, oven cleaning, window cleaning, carpet cleaning, rubbish removal and more.
What are the costs of a home clean?
Our local franchisee will be able to discuss your specific needs with you and provide a free, no obligation quote.
Are you insured?
Your local V.I.P. franchisee is fully insured, police checked and owner operated.
Do you offer a satisfaction guarantee?
Whether it’s weekly, fortnightly or once off cleaning that you require, you will receive our outstanding level of service plus we have our Customer Satisfaction Guarantee to back it up.
Are your cleaning products eco-friendly or environmentally safe?
V.I.P. products when used correctly provides a safe, effective and environmentally sound solution to a wide range of common health problems caused by ineffective bacteriological controls
How long does a typical home clean take?
This is hard to answer as this will depend on a few factors including size of your home, how many bathrooms and scope of cleaning requirements. We will be able to provide you with more of an indication once we discuss your cleaning requirements with you.
What safety measures do you take during the cleaning process?
Our franchisees are trained in WHS procedures to conduct their work and when required wear the appropriate safety equipment, V.I.P. uniform and enclosed shoes.
Are you trained and experienced in handling specific types of cleaning tasks (e.g., NDIS cleaning, deep cleaning, move-in or out cleaning)?
Some of our franchisees do provide services for NDIS recipients. Most franchisees are able to conduct a deeper clean when required and move-in or out cleaning.
Do I need to be home for my home cleaning service?
No, you don’t need to be home for your ongoing home cleaning service. We’ll arrange a suitable time for your service and discuss access with you. If you need to change the time of your scheduled service your franchisee will do their best to accommodate your request.
Can I bundle different services?
Our home cleaners offer a range of services and can extend your regular service when required. If you would like V.I.P. to look after your lawn or gardens or carpet cleaning simply get in touch by speaking to your franchisee, enquiring online or calling 13 26 13.
Can I trial a home cleaner?
Yes you can. We understand that having a new cleaner can be a nervous time, however, know that at V.I.P. you will be speaking with the business owner, not a staff member and they will do their absolute best to provide you with the best service to meet your requirements and budget.
Carpet Cleaning
How do I prepare for my carpet cleaning?
There are a few simple things you can do to prepare for your carpet cleaning service – and guarantee the best possible results. We would appreciate it if you could please move any small furniture and breakable items out of the rooms we’ll be cleaning (we’ll take care of anything else that can be easily moved to the side, and leave electronics and heavier items in place).
Do I need to be home?
It’s best to be home when we arrive, so we can take you through the work we’ll do and how to care for your carpets after we’re gone. Just let us know when booking your service if you would prefer not to be home.
How often should I book carpet cleaning?
We recommend having your carpets professionally dry or steam cleaned at least every 9-12 months – or more regularly if they attract a lot of dirt or you have inside animals. The more often your carpets are cleaned, the less dirt builds up and the longer your carpets will last.
Are you insured?
Your local V.I.P. franchisee is fully insured, police checked and owner operated.
Can I bundle different services?
How do I cancel my booking?
Please give us two (2) business days notice if you wish to change or cancel your booking. You can get in touch by emailing [email protected] or call 13 26 13 to change or cancel your booking.
Commercial Cleaning
What types of commercial properties do you clean?
What services do you offer?
We offer a wide range of services tailored to meet your specific needs. Our services can include kitchen cleaning, vacuuming, dusting, bathroom cleaning including common areas, desk cleaning, mopping, window cleaning, rubbish removal, carpet cleaning, and more.
At V.I.P. we can provide a range of other commercial services including pressure washing, commercial lawn mowing and more to maintain your premises inside and out.
What are your rates?
We will come to your premises to meet with you about your specific needs and provide you with a tailor-made free no obligation quote.
Are you insured?
Your local V.I.P. franchisee is fully insured, police checked and owner operated.
Do you offer a guarantee?
Our operations team carries out regular quality audits to make sure you always receive the best service. In fact, we’re so sure you’ll be happy with the results that we offer a 100% satisfaction guarantee.
Do you provide cleaning services outside of regular business hours?
Yes, if your requirements are commercial cleaning outside of regular business hours, we will connect you with a local franchisee who can assist.
Do I have to provide cleaning supplies or equipment?
No, we take care of everything, and this will be detailed in the initial quote.
Are your cleaning products eco-friendly or environmentally safe?
We promote the use of Enviroplus and Agar Green Range products, to provide a safe, effective and environmentally sound solution to cleaning. Products have been independently certified by GECA, which is recognised globally as the most robust and credible form of an environmental label, involving multiple criteria and lifecycle considerations. As cleaning is a labor-intensive activity, these green cleaning products are formulated using the most effective ingredients.
All V.I.P. franchisees, where appropriate, use hospital-grade disinfectants as our cleaning process aims to clean well and improve health.
The V.I.P. Techniques program integrates continually improved innovation and technologies into our cleaning process, improving quality and efficiencies. V.I.P. incorporates the latest industry advancements to ensure we implement industry ‘Best Practices’ into our daily routines.
What safety measures do you take during the cleaning process?
All franchisees will have their Workplace Health and Safety Policies in place, wear professional V.I.P. uniform and correct footwear, as well as understanding and complying with WHS Standards.
Do you offer specialised cleaning services for industries such as healthcare or hospitality?
Yes, on most occasions we are able to offer this specialised cleaning service.
Can I rely on you to maintain confidentiality and security while cleaning my commercial property?
Yes, our V.I.P. franchisees understand confidentiality and security whilst cleaning your property. They are also happy to sign confidentiality agreements if this is a preference.
How do commercial cleaning contracts work?
Once we meet with you to discuss your requirements, we will put a proposal together which meets your needs. Once accepted a contract is put together which will outline what’s included, the frequency and much more. Generally commercial cleaning contracts roll over yearly on the anniversary date. Please note the frequency is dependent on the customers’ requirements, nature of industry and building size.
Can I bundle different services?
Our complete suite of services and products are designed to help keep your home, office and yard tidy and healthy – day after day. If you would like to arrange more than one service for the same day, simply let us know when you book or call 13 26 13.
How do I provide feedback or address any concerns about the commercial cleaning service?
Our team of state-based Sales and Operations Managers conduct regular audits to ensure our franchisees are providing the expected level of service, each and every clean.
If for any reason there is a concern, they are available for you to touch base and ensure the issue is successfully resolved in a timely manner.
Lawns & Gardens
What types of properties do you look after?
We look after a range of properties including units, homes, larger properties and strata.
What services do you offer?
We can customise a package for you, and this can include garden care, hedging, lawn mowing, pruning, weed spraying, irrigation, rubbish removal, gutter cleaning, basic landscaping, mulching, slashing and more.
What are the costs involved with lawn and garden maintenance?
Our local franchisee will be able to discuss your specific needs with you and provide a free, no obligation quote.
Are you insured?
Your local V.I.P. franchisee is fully insured, police checked and owner operated.
Do you offer a guarantee?
No matter what you’re looking for when it comes to taking care of your lawns or your garden, you’ll receive our outstanding level of service with our Customer Satisfaction Guarantee.
What safety measures do you take during the job?
Our franchisees are trained in WHS procedures to conduct their work and when required wear the appropriate safety equipment, V.I.P. uniform and enclosed shoes.
How do I prepare for lawn and gardens maintenance services?
You don’t need to do anything unless the franchisee advises you of something specific. Your franchisee will be in touch prior to your initial booking to discuss this with you, which may include discussing any animals that will be at home and or arranging specific access arrangements to the property.
Can I bundle different services?
Our lawn and garden maintenance franchisees offer a range of services and can extend your regular service when required. If you would like V.I.P. to look after your home or carpet cleaning simply get in touch by talking to your franchise, enquiring online [KR5] or calling 13 26 13.
Can the weather delay my service?
On occasions your lawn and garden franchisee may need to adjust your booking time or day due to the weather. Your local franchisee will get in touch with you if any changes to your booking are needed.
Starting a Franchise
Does V.I.P. help finance the Home Cleaning & Lawns/Garden franchise?
Does V.I.P. help finance the Commercial Cleaning franchise?
We aren’t able to assist with finance for the initial cost of the franchise. However, we are able to assist you as your business grows.
Can I join with a partner or friend?
Absolutely, in fact some of our most successful franchisees are partnerships and it ranges from husband and wife, parent and child, siblings, work colleagues or simply good friends.
How much do I pay V.I.P. for a franchise?
The amount varies depending on the franchise business you purchase, however, no matter what the business type, we do not charge a lead fee like most franchises. At V.I.P. we charge a monthly fee. Grow your business and your monthly franchise fee will remain the same with no lead fees for new customers. That’s right your customers are sent to you at no cost.
Does the business come complete with customers?
A franchise business from V.I.P. can come with an established customer base. The customers have value and can be purchased. We also purchase work back from our franchisees when we’re building new rounds for new franchisees. This offers another way for franchisees to add to their income without having to increase their workload.
Can I buy an established business?
We do have established businesses for sale across a range of services and areas. Chatting to V.I.P. will help us understand your needs and discuss a business that would suit you. During these discussions, we will give you the options of any established businesses for sale.
How much does the business cost?
Each of our franchise businesses are different depending on how much a franchisee wants to earn and their location and we can often tailor a business to your specific needs and circumstances. Chatting with V.I.P. will help us understand your needs and discuss a business that would suit you the best.
When will I be able to start my business?
On average, you usually can start your business within 6-10 weeks.
Can I have employees with my business?
Yes, we can support you with building a bigger business to include employees. We can guide you through this process and support you as you grow.
Do I have to pay a lead fee or percentage of income to V.I.P. Home Cleaning or Lawns/Gardens franchise?
No you don’t pay any lead fees with V.I.P. or a percentage of your income. With V.I.P. our Home Cleaning and Lawns/Gardens franchisees pay an ongoing flat monthly.
Do I have to pay a lead fee or percentage of income to V.I.P. Commercial Cleaning franchise?
With the Commercial Cleaning business model you pay a percentage of income which contributes towards V.I.P. continuing to support you with your business by offering leads (at no additional cost), managing your invoicing, as well as your regular audits to ensure customer satisfaction at all times.
Do I have an exclusive territory when I buy a franchise with V.I.P.?
With a Home Services franchise you will have an exclusive suburb, which you will have first right of refusal for any new customers who wish to book a home service with V.I.P. However, you are not limited to this suburb – you can nominate a radius around your exclusive suburb where you would like to receive new customers and any customers the exclusive franchisee doesn’t accept will be sent to any franchisee in this radius.
The Commercial Cleaning division is a bit different, where you have no restrictions. We allow you to operate in the whole state and work with you on growing and maintaining your customer base.
How do I get customers?
Building up customers is a joint effort. Head office works on an advertising plan for service leads which may include TV, Radio, Digital, Adwords, Social Media, SEO and our website, as well as supporting the franchisees with their local area marketing. Our franchisees undertake marketing in their local area to ensure the area where they want to work has additional focus. We can provide you with the tools you need to ensure you understand your local area marketing opportunities. We are happy to discuss this further when we meet.
How do I get training to run my business?
As a Home Cleaning or Lawns/Gardens franchisee, you’ll spend a day in the field with one of our franchisees to better understand what’s involved with running your own business and get some insight into how an experienced franchisee has grown their business. Should you go on to purchase a franchise business you undergo field training with one of our experienced franchisees. You will learn how to operate your business effectively and learn all about V.I.P.’s processes and systems. You will be given the opportunity to attend ongoing training sessions offered and if there is a specific service you wish to offer and require training we can point you in the right direction.
As a Commercial Cleaning franchisee, you’ll receive training to get you prepared for commencing your business.
How do I know how much to quote?
This is a great question, and one that we get asked often. During your training you will be shown the system for pricing your jobs and will be shown the most efficient way to do the work to ensure you are able to achieve the highest rate possible.
Can I sell my business?
Yes you can, V.I.P. will even help you sell your business and support you during this process.
Does V.I.P. have an online portal for their franchisees?
Yes, V.I.P. has a central franchisee login where you can access your V.I.P. app, email, products, online shop, resources and more.