Help & Support
Knowledge base, FAQs, support tickets and feature requests
How Marketplace Credits Work
- Every subscription includes monthly Marketplace Credits, used instead of paying individually for each lead.
- Credits are only deducted when a lead is unlocked.
- Leads are matched to your service area and selected services.
- Invalid or duplicate leads are automatically refunded.
- Monthly subscription credits roll over for up to 3 months while your subscription is active.
- Purchased credits never expire while your subscription remains active.
- Additional credit bundles can be purchased at any time.
- Enable Auto Top-Up to ensure you never run out of credits.
- Your live Marketplace Credit Wallet shows current balance, purchased credits, monthly credits and renewal date.
Understanding Quotes & Contracts
- A quotation confirms the agreed price and scope of work.
- Quote Only — for one-off work (deep cleans, end of tenancy, holiday lets, ad-hoc). Accepting allows work to begin immediately; no contract or signature required.
- Quote + Contract — for recurring or long-term services (weekly, fortnightly, commercial, offices, schools, healthcare, facilities). Accepting the quote generates a contract for e-signature.
- For contracted services, work cannot be scheduled until the contract has been electronically signed.
- The business dashboard shows a workflow progress bar for each quote (Quote Sent → Accepted → Contract Signed → Ready to Schedule).
How do I add a new customer?
Navigate to Customers from the sidebar, click "Add Customer" and fill in the customer details including type (domestic or commercial), contact info and service address.
How do I schedule recurring jobs?
Go to Schedule, click "New Job", fill in the job details and check the "Recurring job" checkbox. You can set the recurring pattern to weekly, fortnightly or monthly.
How do Quotes and Contracts work?
A quote confirms the agreed price and scope. Choose "Quote Only" for one-off work (deep cleans, end of tenancy, ad-hoc) — accepting it schedules the job immediately, no contract needed. Choose "Quote + Contract" for recurring services (weekly, commercial, facilities) — when the customer accepts the quote, a contract is generated and sent for e-signature; scheduling stays locked until the contract is signed.
How are staff payments calculated?
Payments are calculated as: (Hours Worked × Hourly Rate) + (Overtime Hours × Overtime Rate) + Bonuses - Deductions. You can adjust any of these values when creating a payment.
How do I set up VAT on invoices?
When creating an invoice, set the VAT rate (default 20%). The system automatically calculates the VAT amount and total including VAT.
Can clients access their own portal?
Yes! The Client Portal allows your customers to view their jobs, quotes, contracts and invoices, make payments, and send you messages directly.
How does the AI Assistant work?
The AI Assistant can help you write emails, create quotes and contracts, generate cleaning checklists, reply to complaints, and provide business insights. Just type your request or use a quick action.
How do I upgrade my subscription?
Go to the Subscription page to view all plans. You can upgrade, downgrade or cancel anytime. Payments are processed securely via Stripe.
How do Marketplace Credits work?
Every Cleanasys subscription includes monthly Marketplace Credits that you use to unlock verified cleaning leads instead of paying for each lead individually. Credits are only deducted when you unlock a lead, matched to your service area and services. Invalid or duplicate leads are automatically refunded. Unused monthly credits roll over for up to 3 months while your subscription is active, and purchased credits never expire while your subscription is active. You can buy additional credit bundles at any time and enable Auto Top-Up so you never run out.