Customer Preparation Guide

Preparing the property before arrival helps our team use the booked time efficiently and complete the confirmed scope safely.

Use this guide before a service by Eminence Cleaning Group Pte. Ltd., trading as Eminence Cleaning. Your quotation or booking confirmation may contain additional instructions for the specific job.

Quick Checklist

Before the team arrives:

• confirm the full address, unit number and job-day contact;
• confirm the service scope and any add-ons;
• provide clear access, parking and building instructions;
• secure valuables, cash, medication and confidential documents;
• remove loose clutter and personal belongings from surfaces to be cleaned;
• identify fragile, damaged or sensitive items;
• keep pets, children and occupants safely away from active work areas;
• ensure water and electricity are available;
• remove contractor tools, bulky waste and renovation debris where applicable; and
• send updated photographs if the condition has changed since quotation.

1. Before Booking or Final Confirmation

For an accurate quotation, provide:

• property type: HDB, condominium, landed property, office, retail or other site;
• approximate size, room count, toilet count or floor area;
• service required and preferred date;
• current occupancy status: occupied, vacant, moving in, moving out or post-renovation;
• photographs or videos of the main areas, stains, grease, dust or residue;
• requested add-ons such as appliance interiors, cabinets, upholstery, mattresses, carpets, curtains, floor scrubbing or windows;
• access, parking, loading, lift and MCST requirements;
• pets, allergies, product sensitivities or vulnerable occupants; and
• any deadline, handover, inspection or contractor schedule.

Tell us if the site condition changes materially before service. Extra rooms, heavy clutter, active renovation works or undisclosed residue may require a revised scope or quotation.

2. Confirm the Written Scope

Read the quotation or booking confirmation before job day. Check:

• areas included;
• areas excluded;
• number of cleaners or estimated duration, if stated;
• equipment and supplies included;
• add-ons;
• price and payment timing;
• access time; and
• any service-specific limitation.

Website descriptions are general guides. The written confirmed scope controls the booking. Review our Service Scope and Exclusions if you are unsure whether an item is included.

3. Clear Clutter and Personal Items

Remove loose belongings from floors, counters, beds, desks, shelves and furniture that you expect us to clean.

Examples include:

• clothes, toys and shoes;
• toiletries and cosmetics;
• dishes, food and groceries;
• paperwork, cables and electronic accessories;
• loose decorative items; and
• boxes, bags and renovation materials.

Our team can clean accessible surfaces more effectively when they are clear. Unless organising or decluttering is included in writing, cleaners will not decide where personal belongings should be stored. Heavily cluttered areas may be skipped or receive less attention.

4. Secure Valuables and Sensitive Information

Before service, secure:

• cash, jewellery and watches;
• passports, NRICs, bank documents and legal records;
• medication and medical information;
• keys, access cards and small electronics;
• collectibles, antiques and sentimental items; and
• confidential office or customer documents.

Do not leave passwords, bank credentials or sensitive information visible on desks or screens. If an area contains confidential material, clear it or tell us to exclude that area.

5. Identify Fragile or Pre-Damaged Items

Tell the team about:

• loose handles, shelves, tiles, fittings or glass;
• cracked, chipped, scratched or unstable items;
• unsealed timber, natural stone or delicate coatings;
• antique, hand-dyed or speciality fabrics;
• artwork, collectibles and high-value items;
• surfaces damaged by previous chemical use; and
• appliances or fixtures that should not be moved or switched on.

Where useful, take dated photographs of existing damage before service. We may also photograph relevant areas for job documentation and quality control.

6. Arrange Access

Make sure our team can enter at the confirmed time.

Provide:

• correct address and unit number;
• contact name and reachable telephone number;
• key, lockbox or access-code instructions;
• guardhouse, loading-bay or security requirements;
• lift booking and renovation permits where applicable; and
• instructions if the customer will not be present.

Test keys and access codes beforehand. If the team cannot gain entry, waiting-time, rescheduling or failed-visit terms stated in the booking confirmation may apply under our Cancellation and Rescheduling Policy.

7. Parking and Loading

Tell us before job day about:

• visitor parking restrictions;
• loading-bay booking;
• height limits;
• season-parking or coupon requirements;
• long walking distances from parking to the unit;
• stair-only access; and
• building charges or security deposits.

Cleaning machines, ladders and supplies may require practical unloading access. The customer is responsible for building or parking charges unless the quotation states otherwise.

8. Water, Electricity and Ventilation

Unless agreed otherwise, ensure that:

• water supply is active;
• electrical sockets are working and safely accessible;
• air-conditioning, fans or windows can be used where appropriate; and
• lighting is sufficient for inspection and safe work.

For steam, upholstery, mattress, carpet or curtain cleaning, drying time depends on humidity and airflow. Keep the area ventilated after service and avoid using damp items until sufficiently dry.

9. Pets, Children and Occupants

Secure pets in a separate safe area and tell us about animals before arrival. Even friendly pets may become stressed by vacuums, machines, unfamiliar people or open doors.

Children and other occupants should remain outside active work zones. This reduces slip, trip, chemical and equipment risks.

Tell us if anyone on site has asthma, allergies, chemical sensitivity, mobility limitations or another condition relevant to safe service. We cannot provide medical advice, but advance notice helps us assess practical precautions.

10. Kitchens and Appliances

For kitchen cleaning:

• remove food, dishes and loose items from surfaces to be cleaned;
• dispose of spoiled food and ordinary rubbish;
• allow hot appliances to cool; and
• identify delicate finishes or manufacturer restrictions.

For refrigerator or freezer interiors, empty the appliance unless another arrangement is agreed. Defrosting and food storage are the customer’s responsibility.

For oven interiors, remove trays or accessories only where instructed. Heavy carbon, rust, failed coatings and permanent staining may remain.

Appliance interiors are included only when stated in writing.

11. Bathrooms and Wet Areas

Remove toiletries, towels, mats and personal items from surfaces to be cleaned. Tell us about:

• loose fittings;
• cracked glass;
• blocked drainage;
• leaking pipes;
• unstable shower screens;
• damaged sealant or grout; and
• electrical items near water.

Cleaning cannot repair leaks, failed sealant, damaged grout, corrosion or embedded mould caused by underlying moisture.

12. Post-Renovation Cleaning

Schedule post-renovation cleaning only after dusty work is complete.

Before we arrive:

1. ask contractors to finish drilling, cutting, sanding, painting and carpentry work;
2. remove contractor tools, protective sheets and loose materials;
3. clear cartons, timber, tiles, rubble and bulky waste;
4. ensure water, electricity and safe access are available;
5. identify fresh paint, uncured sealant, delicate finishes and recently installed surfaces;
6. provide keys, lift bookings, permits and loading arrangements; and
7. tell us about cement, adhesive, paint, silicone or chemical residue.

If contractors resume work after cleaning, new dust is not a missed-cleaning issue. Hardened residue and renovation defects may require specialist treatment and are not automatically included.

13. Move-In and Move-Out Cleaning

For best results, the property should be empty or substantially cleared.

Before service:

• remove personal belongings and unwanted furniture;
• confirm which cabinets, wardrobes and appliances are included;
• take your own condition photographs for tenancy or handover records;
• provide the tenancy inventory or priority list where useful;
• identify landlord or agent inspection deadlines; and
• ensure contractors and movers will not obstruct the cleaning team.

Cleaning cannot guarantee return of a rental deposit or acceptance by a landlord, buyer or agent. Repairs, repainting, inventory condition and tenancy obligations are separate matters.

14. Upholstery, Mattress, Carpet and Curtain Services

Tell us about:

• stain type and approximate age;
• urine, vomit, smoke, food or pet odour;
• previous cleaning chemicals;
• delicate, antique, natural-fibre or hand-dyed fabric;
• manufacturer care labels; and
• damaged seams, foam, backing or frames.

Clear small items around the furniture and provide ventilation. Complete stain and odour removal cannot be guaranteed, particularly where contamination has penetrated foam, padding or flooring.

15. Office and Commercial Sites

Before a commercial service, arrange:

• an authorised site contact;
• access passes and security clearance;
• loading-bay and lift booking;
• alarm and lock-up procedures;
• work-at-height or induction rules, if applicable;
• pantry, toilet and waste-disposal instructions;
• protection or removal of confidential documents;
• shutdown requirements for equipment; and
• any restricted rooms or sensitive operations.

Employees should clear desks where detailed surface cleaning is required. We will not move or reorganise confidential files, active electronics or business-critical equipment unless expressly agreed.

16. During the Service

The customer does not always need to remain on site, but a reachable decision-maker should be available for access or scope questions.

Do not ask cleaners to perform unapproved extra work directly. Contact the booking team so that price, timing, safety, equipment and authorisation can be checked before additional work begins.

Keep walkways clear and avoid entering freshly mopped or active machine areas.

17. Handover and Inspection

Where possible, inspect completed areas before the team leaves. Check the confirmed scope rather than items that were excluded or not quoted.

If you cannot be present, arrange an authorised representative or remote handover. We may send photographs or updates where appropriate.

Raise visible concerns calmly and promptly so the team can check them. Do not apply another chemical or arrange third-party cleaning before we have had a reasonable chance to review a concern.

18. After the Service

After cleaning:

• allow floors and treated fabrics to dry;
• ventilate the property where appropriate;
• return items only after surfaces are dry;
• take care on wet floors; and
• follow any product- or material-specific instructions provided by the team.

If something within the confirmed scope appears to have been missed, send a clear description and photographs within 24 hours under our Refund and Reclean Policy.

19. Conditions That May Stop the Job

We may pause, modify or decline work if we encounter undisclosed:

• sharps, blood, bodily fluids or medical waste;
• severe mould, pests or animal contamination;
• exposed electrical risks or unstable structures;
• unknown or hazardous chemicals;
• unsafe height access;
• aggressive animals;
• threats, abuse or harassment; or
• illegal or restricted activity.

Tell us before booking if any of these may be present so that we can assess whether a specialist service is required.

20. Need Help Preparing?

Send current photographs and your booking details to:

Eminence Cleaning Group Pte. Ltd.
WhatsApp: +65 9883 0358
Email: sales@eminencecleaning.sg
Website: https://www.eminencecleaning.sg