FAQs

Tap Book a clean, pick your property and the dates, then tap Request. We confirm each date as soon as a cleaner is booked. See Book a clean or turnaround.

Not yet. It shows as Waiting for confirmation until we book a cleaner, then you get a notification. If we can't do a date, we'll tell you and suggest another time.

Yes. Tap all the dates you need in the calendar before you send. You can book up to 60 dates at a time, and tick ⚡ Quick turnaround on the ones where the next guests arrive the same day. You can also tick 🕑 Late check-out or 🕘 Early check-in.

Yes. Saturday cleans have a 25% surcharge, Sundays 45% and public holidays 75%. If it isn't a quick turnaround, booking a weekday avoids it.

Yes, we bring fresh linen as standard. If you'd rather use your own, choose I'll supply my own linen and do the laundry when you book.

Cancel a waiting request with Cancel. For a booked clean, message us or call 08 7083 8722 so we can let the cleaner know.

Open the property and tap Past cleans. Each clean has the cleaner's report, the checklist and the photos.

No. Prices are in your quote and invoices. Message us if you have a question about your price.

Anyone can ask for a quote in the app. Our existing customers can also join with an invite link from us.

We add it after we've talked about your quote. Message us in the app or call 08 7083 8722 if it's taking longer than expected.

Our office and the cleaners who work at your property. See our Privacy policy.

Open My account and tap Delete my account. See Account deletion.

On the sign-in page tap Forgot password or Forgot username and we'll email you. If you don't have access to your email, call the office on 08 7083 8722.

Yes. Add Filo Care to your home screen and it works like an app. See Put Filo Care on your home screen.

So everyone knows how the app works: when your location is recorded, the photo rules and how we look after your information. You agree once, and again only if the terms change.

So we can wish you a happy birthday. Only the office sees the full date.

Pull down on the page or tap ↻ to refresh. Check your internet. If it still doesn't work, close and reopen the app, then call the office if you need to clock in.

Yes. Sign in on each one. Turn on notifications on each device you want them on. Sign out of shared devices.

It shows under New shifts for you on your home page, in the 🔔 bell, and as a pop-up if notifications are on.

Use 🔁 Can't make it? Swap with a teammate on the job, before you clock in. The shift stays yours until they accept. If it's urgent or no one can take it, call the office.

Open the job and tap 🚫 Can't do this job? Mark as a cancellation, choose the reason and confirm. You're usually paid a short cancellation time for it, and the office is told.

Open shifts can be claimed by anyone they're offered to. The first person to tap Claim this shift gets it.

Open the job and look in Job notes & guide. Keep these details private.

Tap the day in My calendar and mark the whole day or a time block. Set your usual weekly availability in My profile.

No. It only records your location at the moment you clock in, clock out, mark a cancellation, or add your location to an incident report. It never tracks you in the background. See Location, camera and notifications.

Yes. You're clocked in straight away and the location is added a few seconds later. If location is off, the app shows how to turn it on and you can tap Try again. If no location is recorded, the office will see that and may check with you.

You can only clock in on the day of the shift, after accepting it, and to one job at a time. If you're still clocked in to another job, the app asks when you finished that one first. If you still can't, call the office.

Tap I've finished, clock me out on the banner and choose the time you actually finished. The office sees that the time was entered later.

You're paid the rostered time for the shift, even if you finish a bit early or late. If the job takes longer, request extra time after you clock out and the office can approve it. If you finish more than 30 minutes early, the office is told and may change the paid time.

After you clock out, tap Request approval for +N min and explain why. If the office approves, you're paid the extra time.

Yes, tap ⏸ Pause (unpaid break) for unpaid breaks. If you don't, the planned break on the shift is taken off.

When you clock out, the app asks if you want to clock out the people you're with as well. Only do this if they've really finished.

Before and after photos of the areas you cleaned, plus any damage or hazards. Never photograph people, documents, screens, medication or valuables.

The office, and the customer if the office shares the job report.

Job photos and videos are deleted automatically 90 days after the job.

You can still change it for 7 days after the job: open the job and update the report. After that, message the office and they can fix it.

Pay periods are fortnightly. Your hours show in My hours & pay once the office approves them.

If you're paid as a contractor, it's a summary of your contractor pay and reimbursements for the period. Check it and tap ✓ It's correct, and it becomes a bill in Xero for payment.

That's fine. They're saved on your phone and will upload by themselves once you have signal. You can keep working, clock out or close the app. Don't pick them again. If they still haven't uploaded later, open Filo Care somewhere with good signal for a minute.

Yes. Everyone allocated to the same shift sees all its photos and videos, whoever added them. Another shift at the same site and time is a separate job, so you won't see its photos. You can only delete your own.

Not if you're casual or a contractor. Leave is unpaid for you, but approved leave still blocks those days so you won't be booked. Part-time and full-time staff are paid for holiday, personal/sick and compassionate leave.

Casual employees get a payslip from Xero instead. The office may send you an hours summary, which lists your shifts and pay before tax, plus super and WorkCover. There's nothing to confirm. Your hours also show in My hours & pay.

Tap ✗ Not right, please update or ? I have a question, and the office will fix it and send a new one.

Go to Reimbursements › + New request and attach the receipt. You're told when it's approved and paid.

Only you and the office administrators.

Go to My profile › Notification settings and turn on Quiet hours. You can also turn off certain kinds or all pop-ups. The 🔔 bell in the app still shows everything.

Add Filo Care to your home screen from Safari, open it from there, then tap Turn on notifications in My profile. Also check iPhone Settings › Notifications › Filo Care.

Yes, within 30 minutes of sending it. Use Edit or Unsend on your message.

Tap 📎 next to the message box, pick up to 10 photos, videos or files, and tap Send. Videos can be up to 50 MB and files up to 25 MB.

Swipe right on the message, or tap ⋯ › ↩ Reply, or press and hold it and tap ↩ Reply. Your reply shows the original above it.

Tap ☺ next to the time and pick a reaction, or double-tap the message for ❤️. Tap it again to remove it.

Messages are work records. The office may review them when needed for safety, complaints, pay questions or investigations.

Your shifts, clock times and locations, photos, reports, reimbursements, when you were last active, and the activity log. See What the office can see.

With our service providers, including Supabase (South Korea) and Xero. See Data, storage and records.

In My profile, tap Request account deletion. Some pay and tax records must be kept for 7 years by law. See Account deletion.