HOW CAN WE HELP?
Frequently Asked Questions
How do I make a booking?
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What areas do you cover?
We cover the NG10 postcode and surrounding areas.
Where can I contact you for any enquires?
You can contact us per email at [email protected] or by phone at 07565439642 (also WhatsApp).
What will it cost?
You will be charged by the job, not for the number of hours the cleaning team are in the property.
What is included in the price?
The price quoted over the phone, e-mail or website does not include anything apart from cleaning labour.
We include all products and equipment needed.
Are all products and equipment included?
Yes, we include all products and equipment needed.
What type of products do you use?
All products used on regular cleans are eco-friendly and non-toxic for pets and humans.
Our cleaning products have all been carefully selected and tested for use around the world and their use is fully covered by our Product Liability Insurance.
In case of extreme buildup, we may have to use stronger products as a one time procedure. We will not be using these for regular cleans.
No other cleaning products can be used unless specifically agreed by us as there may be health and safety considerations in addition to the question of insurance cover.
Are you insured?
We are fully insured.
How do I know your staff is trustworthy?
All employees are DBS checked to make sure all our staff is safe to be allowed into your home.
Can I choose a specific time slot?
You can only pick morning or afternoon slots, or if you are flexible we will arrive at any time between 8.00 a.m. and 2.00 p.m. at the latest.
Do I need to be home during a clean?
It is not necessary for you to be at home, we are happy for you to leave us a key. Please contact us in advance before the day of the clean to arrange details.
If we are unable to access your home on the day of the clean, we will charge the full amount of the job.
What happens if I have to cancel last minute?
If we are unable to access your home on the day of the clean, we will charge the full amount of the job.
If we receive less than 24 hours notice (1 working day), we will charge the full amount of the job.
If you let us know within 24/48 hours (1-2 working days), we will charge you 50% of the amount of the job.
Your co-operation is greatly appreciated.
What happens if my cleaner cancels?
We will try and reschedule for the same week, and if not possible, you will receive a full refund of deposit.
What is your appointment cancellation policy?
If we are unable to access your home on the day of the clean, we will charge the full amount of the job.
If we receive less than 24 hours notice (1 working day), we will charge the full amount of the job.
If you let us know within 24/48 hours (1-2 working days), we will charge you 50% of the amount of the job.
Your co-operation is greatly appreciated.
Important Information
If you have any pets
Please ensure that any pets that are liable to bite, scratch or intimidate the cleaning staff are safely secured away from our teams before they arrive.
Our cleaners are under strict instructions not to clean any pet excrement, urine or vomit, on health and safety grounds.
Persons at home while we clean
For everyone's safety, our staff will not clean rooms while anyone is in them.
If someone is unwell
Please advise us in advance of your clean if anyone in the home has an infectious illness. We reserve the right to protect our staff and other customers by cancelling the clean if appropriate.
Please note that our cleaning staff are under strict instructions not to clean any urine, faeces, vomit, soiled clothing or similar hazards, on health and safety grounds.
What we do not clean
We do not clean dishes, ovens or walls. Stains such as mould, rust, mildew, or others caused by build-up or hard water.
Carpets are hoovered, we do not offer a deep clean service or use any products on them.
Our cleaning staff are under strict instructions not to clean any animal or human faeces, urine or vomit, on health and safety grounds.
Home alarm systems
We will not be responsible for triggering any alarm systems. If your home is equipped with a security system, please ensure that you advise us of the entry and exit code in advance or have it in the ‘off’ position.
Guaranteed parking is necessary
Appropriate parking needs to be available in front of the property on the day of the clean.
Duration of cleaning services
You will be charged by the job, not for the number of hours the cleaning team are in the property.
If we are unable to access your home
It is not necessary to be at home, we are happy for you to leave us a key.
If we are unable to access your home on the day of the clean, we will charge the full amount of the job.
Move In / Out cleans
Please note that we are unable to guarantee your deposit if you are moving out. In addition, our cleaning staff are unable to move heavy furniture or climb ladders.
Carpets are hoovered, we do not offer a carpet deep clean service or use any products on them.
We do not clean ovens, inside appliances, walls. Stains such as mould, rust, mildew, or others caused by build-up or hard water.
Our cleaning staff are under strict instructions not to clean any animal or human faeces, urine or vomit, on health and safety grounds.
If your home is cluttered and/or untidy
Please try to leave your home as tidy as possible for us to be able to get the clean done to the correct standard, if clutter is left on surfaces or on the ground it may not get cleaned as well, as it will be harder to reach.
If a room is too cluttered, it will not be cleaned.
Cluttered spaces can be done as an extra, please get in touch with us to discuss details.
The price quoted over the phone, e-mail or website does not include anything apart from cleaning labour.
If third parties are entering or present in your home
We may end the cleaning service if there is a third party entering or present at your property during the cleaning process, and we were not made aware in advance and agreed to it. For example builders, painters, plumbers, etc.
Health and safety issues at the property
We reserve the right to terminate the cleaning job immediately and full payment will still be due if we consider the property to be a health and safety hazard or beyond all reasonable cleaning.
How to tell us about problems
If you have any questions or complaints about the services, please contact us. You can write to us at [email protected] or you can call us on 07565 439642