How to use Filo Care

1. Open filocare.app or the Filo Care app and tap ✨ Get a quote.
2. Tick the services you need, then tell us about your property: the address, type, bedrooms, bathrooms and how often you'd like a clean.
3. Choose a username and password, then tap Get my quote.

You're signed in straight away and can message us. Once we've set up your property, it appears under My properties.

Already a customer? We can send you an invite link. Open it, choose a username and password, and your properties are ready to go. Each link works once and expires after 14 days. Ask us for a new one any time.

Use your Filo Care username and password. Usernames and passwords are not case sensitive. Forgot them? Tap Forgot password or Forgot username on the sign-in page.

Tap a property under My properties to see:

• Upcoming: booked cleans and requests waiting for us to confirm.
• Past cleans: each clean with its report and photos.
• Checklist: what our cleaners do at every visit.
• Notes: your notes for the cleaners.
• Files: guides, photos and documents for the property.

Open the property, tap Notes, type anything the cleaners should know (where the spare linen is, a door that sticks, the bin day) and tap Save notes. Our cleaners see them on every job at that property.

Open the property, tap Files and add photos or documents, for example where things go or a styling photo of the bedroom. You can remove the ones you added.

Tap + Request a quote on My properties. Tick the services you need (for example end of lease, deep clean, oven or windows), add the address or listing link and the details, and send. Your quote shows on your home page when it's ready.

1. Tap Book a clean, or + Book a clean on a property.
2. Pick the property, then tap one or more dates in the calendar.
3. For Airbnb and short stays, add the guest check-out time and the next guest check-in time. Your dates are listed below the calendar: tick ⚡ Quick turnaround on any date where the next guests arrive the same day, and 🕑 Late check-out or 🕘 Early check-in when that applies.
4. Weekends and public holidays have a surcharge (Saturday 25%, Sunday 45%, public holidays 75%). If a weekend or holiday date isn't a quick turnaround, please book a weekday instead. Tap Move to … to pick the next free weekday.
5. Choose the linen. We bring fresh linen as standard, or pick I'll supply my own linen and do the laundry.
6. Add any notes, then tap Request cleans.

Your request shows as Waiting for confirmation. We confirm it as soon as a cleaner is booked, and you get a notification. If we can't do a date, we'll tell you why.

You can cancel a request that's still waiting by tapping Cancel. For a booked clean, tap 💬 Ask for a change or call us on 08 7083 8722, so we can let the cleaner know.

Schedule shows every upcoming clean and request across all your properties, by date.

When a clean is done, you get a notification. Open the clean under Past cleans to see the cleaner's report, the checklist and the before and after photos. Tap a photo to see it full size.

Open a past clean, tap the stars and add a comment if you like. We read every one, and we pass praise on to the team.

Tap Messages to chat with our office. We usually reply within business hours. For anything urgent on the day, call 08 7083 8722.

Turn on notifications in My account to hear when a booking is confirmed, when a clean is done and when we message you.

In My account you can change your name, mobile, email and password. To close your account, tap Delete my account. Your login is closed straight away. See Account deletion.

If the office sent you an invite link, open it on your phone. Check your name, choose a username and a password (at least 8 characters), and add your mobile and email. Tap Create my account. The office then approves your account, and you can sign in with the username and password you chose. Each link works once and expires, so ask the office for a new one if it doesn't work.

1. Open filocare.app on your phone (or the Filo Care app if you have it).
2. Type the username and password the office gave you. Usernames are not case sensitive. Tap Show to check your password.
3. Forgot your password or username? Tap Forgot password or Forgot username and we'll email you. You can also call the office on 08 7083 8722.

It works like a normal app once it's on your home screen.

• iPhone: open the site in Safari, tap the Share button, then Add to Home Screen. The sign-in page also has 📲 Install the Filo Care app on this phone with pictures.
• Android: open it in Chrome and tap Install app on the card in My shifts, or Chrome's menu › Install app.

The first time you sign in you'll be asked to:

1. Read and agree to the Terms of use and Privacy policy.
2. Add your birthday, so we can celebrate with you. Only the office sees the full date.
3. Read any announcements. Some ask you to tap I've read and understood this.

Then go to My profile to add your photo, phone, address, emergency contact, weekly availability and (optional) bank details.

1. Go to My profile and tap Turn on notifications. Allow notifications when your phone asks.
2. Tap Send a test to check it works.
3. On iPhone, notifications only work after you add Filo Care to your home screen from Safari.

Choose which pop-ups you get and set quiet hours in Notification settings. The 🔔 bell in the app always shows everything.

Your home page shows your shifts today, new shifts to accept, swap requests, open shifts you can claim, what's coming up and your recent jobs. Tap the numbers at the top to jump to each list. While you're on a job, a green On the job bar with a timer shows on every page.

New shifts appear under New shifts for you. Tap Accept shift or Decline. You can only decline a shift before you accept it. After that, ask a teammate to swap or call the office.

Open shifts are offered to everyone (or to your group). Tap Claim this shift. The first person to claim it gets it.

Tap a shift to open it. You'll see:

• The address with 🧭 Get directions (Apple Maps or Google Maps) and a button to call the contact.
• Important for all … jobs: rules for every site of that customer.
• Job notes & guide: lockbox or access code, keys, alarm, parking, notes and files.
• The checklist for the site.

Keep access codes and customer details private.

1. When you arrive, open the job and tap Clock in. You can only clock in on the day of the shift.
2. You're clocked in straight away. Your location is found in the background over the next few seconds and added to your clock-in time. Clocking out works the same way.
3. Allow location if asked. If location is off or blocked, the app shows how to turn it on, then tap 📍 Try again. You stay clocked in either way. The app saves your location only at that moment.
4. A timer starts and shows time left or time over.

You can only be clocked in to one job at a time. If you forgot to clock out of the last one, the app asks when you finished.

Tap ⏸ Pause (unpaid break), then ▶ Resume when you're back. If you don't pause, the planned break on the shift is taken off instead.

Tick each task as you finish it. Checklists can only be ticked while you're clocked in.

1. Under Photos, tap + Add photos/videos in Before, After or Other. You can pick several at once.
2. Only photograph the work. No people, documents, screens or valuables.
3. Tap 🗑 to remove a wrong photo.

Photos show straight away and upload in the background. Each one shows a small progress ring until it's done. If your signal drops, they wait on your phone and upload by themselves when you're back online, even if you close the app. You don't need to pick them again.

At sites where photos aren't needed (like the airport), you'll only see Other photos. Add one there if there's damage or something important to report, during or after the shift.

If someone else is allocated to the same shift as you, you'll see their photos too, and they'll see yours. A different shift at the same place keeps its own photos. You can only delete your own.

You can still add photos after you clock out. Photos are deleted 90 days after the job.

Answer each question with No or Yes and add details when needed (No shows as "Nil" to the customer). Tick that the job is complete or the property is ready for the next guests. You can still add photos and update your report for 7 days after the job.

1. Tap Finish job & clock out.
2. If you haven't added after photos, the app reminds you. Add them, or tap Finish anyway.
3. Working in a team? Choose to clock out the people you're with, or Just me.

At some sites (for example KS Life Care, for NDIS shift logs) the customer signs before you clock out. Under Customer signature, tap ✍️ Get customer signature, type the customer's name and let them sign with their finger. If they can't sign, tap Customer can't sign and give the reason. The app asks for this when you clock out if it hasn't been done.

If you finish more than 30 minutes before the rostered time, the app asks why. Pick a reason or type one, then clock out. You're still paid the rostered time.

If the job took longer than rostered, you'll see Request approval for +N min after clocking out. Add a reason and send it. The office approves or declines it. If it's declined, you're paid the rostered time.

Extra time is rounded to the nearest 15 minutes (for example 61 minutes becomes 1 hour).

If the office approves it, the finish time on your shift moves to match, for everyone on the shift, so your timesheet and pay summary show the right hours.

If you're still clocked in 30 minutes after a job's finish time, a banner asks if you've finished. Tap I've finished, clock me out and choose the right time. The office is told that the time was entered later.

Open the job and tap 🚫 Can't do this job? Mark as a cancellation. Choose the reason (customer not home, refused service, no one answering), add a note and tap Confirm cancellation. Your location is saved. You can do this for today's or yesterday's shifts.

Before you clock in, open the job and tap 🔁 Can't make it? Swap with a teammate, choose someone and tap Ask … to take this shift. The shift stays yours until they accept. For anything urgent, call the office.

See your shifts by day, week or month. Use ‹ › to move and Today to come back.

1. In My calendar, tap the day.
2. Choose Whole day or a Time block, add a reason if you like, and save.
3. To undo, tap the day and choose I'm available … after all or Remove.

Set your usual weekly hours in My profile.

Shows your jobs for the day on a map, with Open and Directions on each pin.

• Tap + New chat. Pick one person for a direct chat, or several for a group.
• The Filo Cleano team chat is for everyone. Your Accounts Team chat is for pay. The Filo Care chat has automatic messages.
• Ticks show Sent, Delivered and Seen. Coloured dots show who's online or away, and who's on a job.
• Edit or unsend your own message within 30 minutes.
• Use the ⋯ menu to mute a chat or delete it for you.

1. Go to My calendar and tap 🌴 Request leave.
2. Pick the first and last day off, the type and a reason, then send it.
3. The office approves or declines it and you get a notification. Approved leave blocks those days so you won't be booked.

Leave is unpaid for casual staff and contractors. Part-time and full-time staff are paid for holiday, personal/sick and compassionate leave. You can cancel a request while it's still waiting.

Reply to a specific message so everyone knows what you're answering:

• Swipe right on the message, or
• Tap ⋯ next to the time and choose ↩ Reply, or
• Press and hold the message. The reactions show first, then ↩ Reply and Copy.

Your reply shows the original message above it. Tap the quote to jump to the original.

Tap ☺ next to the time on any message and pick a reaction: ❤️ love, 👍 like, 👎 dislike, 🎉 celebrate, 😂 haha, 🥳 party, 👏 congrats or 😡 angry. Double-tap a message for a quick ❤️. Tap your reaction again to remove it. Everyone in the chat can see who reacted.

1. Tap 📎 next to the message box.
2. Pick photos, videos or files (PDF, Word, Excel and more). You can add up to 10 at a time. Videos can be up to 50 MB and files up to 25 MB.
3. Add a message if you like, then tap Send.

Tap a photo to see it full size, or a file to download it. Only people in the chat can open them. Follow the photo rules: no customers, documents or valuables.

New announcements pop up when you open the app. Some ask you to confirm you've read them. All announcements are in the Announcements page.

Pick a pay period to see approved shifts, hours, your rate and estimated pay. Tap ⬇ Download or print this summary (PDF). Shifts waiting for approval are listed separately.

You're paid the rostered time for every shift, even if you finish a bit early or late. If a job takes longer, ask for extra time after you clock out. Cancelled jobs are paid the same way as before.

If you're paid as a contractor, the office sends a pay summary to your Accounts Team chat. It shows your contractor pay and any reimbursements.

• Tap ✓ It's correct, ✗ Not right, please update or ? I have a question.
• When you confirm, it becomes an approved bill in Xero, and you get a message when it's paid.
• Casual pay isn't on pay summaries. You get a payslip from Xero for that.

If you're casual, the office may send you an hours summary in your Accounts Team chat. It lists your approved shifts for the period with your pay before tax, plus the super that's paid to your super fund on top, and a note that you're covered by WorkCover.

• It's just for your information, so there's nothing to confirm.
• Tap See shifts for the list, or ⬇ Download PDF to keep a copy.
• Your payslip from Xero is the final figure. If something looks wrong, just reply in the chat.

1. Go to Reimbursements and tap + New request.
2. Enter the date, amount (including GST), type, the job it was for (if any) and what it was for.
3. Tap + Attach receipt (photo or PDF, up to 5 MB) and Send request.

You'll get a notification when it's approved, declined or paid.

Go to Incidents › + Report an incident. Fill in what happened, where, any injury or damage, who was told and what was done. You can add photos and 📍 Add my current location. In an emergency call 000 first, then the office.

Update your photo, phone, email, address, emergency contact, weekly availability, birthday and bank details, change your password, and see customer feedback the office has shared with you.

In My profile › Notification settings:

• Turn pop-up notifications on or off.
• Choose the kinds: Messages, Shifts, Reminders, and Pay, bills and reimbursements.
• Set Quiet hours (for example 9pm to 6am) with no pop-ups.

In-app notifications (the 🔔 bell) are always on.

Tap ✦ Ask AI to ask about your shifts, for example "When do I work next week?". It can't change your shifts, and it can make mistakes, so check the details in the app.

• Tap the ☀ button to choose Auto, Light or Dark.
• Pull down or tap ↻ to refresh. The app also refreshes by itself every 2 minutes.
• On a phone, swipe in from the left edge to go back.

Go to About Filo Cleano to open this guide, the FAQs and our policies, and to copy links to share.

In My profile, tap Request account deletion. See Account deletion.