Customer Policy

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• All bookings are confirmed during the initial walkthrough, where dates, times and durations are discussed with our expert cleaner’s. 
• Appointment times are given within a 1-hour arrival window to allow for travel and job variations.

• Payment is due on the day of service; you will receive an invoice via email to make payment. 
• Accepted payment methods: bank transfer or cash.
• Late payments may incur a £10 late fee after 48 hours.
• For deep cleans and end-of-tenancy cleans a non-refundable deposit may be required.

• We kindly ask for 48 hours’ notice to cancel or reschedule.
• Cancellations within 24 hours may be charged at 50% of the service cost.
• Same day cancellations or no access on arrival may be charged at 100% of the service cost.
• If we need to reschedule due to staff illness or emergencies, we will offer the next available slot.

• Customers may provide a key, key safe code, or be present at the appointment time.
• All keys are securely labelled and stored with no identifying customer information.
• If we cannot gain access, the appointment may be charged as a late cancellation.

 We follow a detailed cleaning checklist tailored to your booking type (regular, deep clean, end of tenancy). This ensures consistency and high standards.

• If you require specific tasks, please request these in advance.
• We do not move heavy furniture, work at unsafe heights, or clean areas that pose a health risk. We do not clean inside of ovens, or TV & computer screens. 
• For insurance reasons, we cannot clean up bodily fluids, pet accidents, mould infestations, or hazardous waste. 
• Washing up is now not included as a primary task. A sink full of washing up takes valuable time away from the cleaning of your home. We kindly ask customers to keep washing up to an absolute minimum before our arrival so we can focus on delivering the highest cleaning standard.

• We are pet-friendly, but please ensure pets are secured if they may be anxious or reactive.
• We cannot clean litter trays, pet mess, or areas contaminated with animal waste. 

• We provide all our own cleaning products and cloths. 
• We request the use of your vacuum cleaner and mop - this stops cross contamination, and ensures we are maintaining a good standard for our clients with allergies. 
• Please ensure your vacuum cleaner is fully charged, vacuuming will be left if the appliance has not been charged. 
• If you prefer us to use your own products (e.g., eco-friendly or allergy-safe), please ensure they are available and suitable for the job.

• Our cleaners take great care in your home. In the rare event of accidental damage, we will inform you immediately after the clean has finished. If you find something can been accidentally damaged, please report issues within 24 hours of the clean.
• We will assess and resolve the matter fairly and professionally.
• We are fully insured for public liability and accidental damage (excluding items already damaged, unstable, or not securely fixed).

• If you are not satisfied with any part of your clean, please contact us within 24 hours.
• Refunds are not offered, but we always aim to resolve concerns quickly and professionally.

• All customer information is kept strictly confidential.
• We never share your details with third parties.
• Keys, codes, and access information are stored securely and never labelled with your address.

• We expect a safe, respectful environment for our cleaners.
• We reserve the right to refuse service if a property is unsafe, abusive behaviour occurs, or conditions fall outside the scope of domestic cleaning.

To protect both our customers and our team, we operate a clear sickness policy:

• If anyone in your household is unwell with a contagious illness (such as flu, sickness bugs, COVID‑19, or similar), please inform us as soon as possible.
• We will happily reschedule your clean to the next available date.
• As a small business, this is our livelihood; if our cleaners become sick, they cannot work and therefore do not get paid. Your honesty helps keep our team safe and ensures we can continue providing a reliable service.

Thank you for your continued support. 

A Cleaner Near Me ⭐️