Frequently Asked Questions

Many of our customers have specific questions about our professional cleaning services. Here are just a few of the FAQs we hear at CleanHome London.

General Questions

How can I get a quote?

Simply click the “GET A QUOTE” button at the top of the page to book a cleaning or visit our “CONTACTS” page to contact us directly. Alternatively, just click here

Am I charged the full quoted amount even if it doesn't take that long to clean my house?

No, you’re only charged based on the amount of time your cleaner was actually at your home working. If they finish early, you aren’t charged the full amount quoted.

Does someone have to visit my house before I can book a cleaning?

Absolutely not! We wouldn’t want pushy sales people coming to our house so we would never do that to you. You can get a quote and book your cleaning online. It takes about one minute.

Are cleaning supplies included?

Cleaning supplies aren’t included by default. This ensures your cleaner uses the products you like and there isn’t any cross-contamination from house to house.

However, if you don’t have supplies, we can bring them for an additional charge of £1 per hour (£2 for End of Tenancy and One Off cleanings). You can opt-in to this by contacting us 24 hours in advance. PLEASE NOTE: we always use your vacuum and mop/bucket so please be sure to have those items on-hand.

For End of Tenancy and One Off cleanings we can provide the equipment needed. Additional fees apply!

What if I'm not happy with my cleaning?

Please get in touch with us right away and we’ll make arrangements to rectify the situation. We have a satisfaction guarantee that we stand by.

Do you have a cancellation fee?

If you want to cancel or reschedule a booking please do let us know 24 hours in advance. You agree to pay full payment if you cancel or reschedule a booking less than 24 hours of your booking. In the event the cleaner is asked to leave, there is no one to let the cleaner in or there is no electricity and/or water in the property, you agree to pay the full amount for the booking.

Scheduling Questions

CAN I GET A SAME-DAY BOOKING?

We don’t guarantee same-day bookings. But, depending on the day, we can often meet this requirement.

DO I HAVE TO BE HOME FOR MY CLEANING?

It’s completely up to you. If you’re not going to be home, make sure you let us know how to access your house. If a key needs to be arranged then please do let us know of a time of your convenience and your cleaner will come to your house to collect it.

DOES MY CLEANER ARRIVE AT THE EXACT TIME I BOOK?

Yes, most of the time. However, we allow a one-hour window due to traffic and weather conditions. In scenarios where your cleaner will be late, you will be contacted to let you know the ETA.

WHEN AM I CHARGED FOR THE SERVICE?

All payments must be made prior the cleaning visit. Your invoice will reflect only the amount of time that your cleaner was actually at your home working, rounded-up to the nearest 15 minute increment. If this differs from the amount initially charged we will make a refund as soon as possible.

For all End of Tenancy and One Off cleanings there is a deposit that must be paid prior the scheduled visit and the outstanding amount must be paid before the cleaner leaves the Client’s property.

ARE THERE ANY COMMITMENTS OF CONTRACTS?

No, you can cancel service any time without any penalties. You don’t have to commit to any contracts or pre-determined number of appointments. If you want to cancel all services please do let us know a week in advance.

Cleaning Questions

WHAT'S INCLUDED IN A STANDARD CLEANING?

Here’s a listing of what gets cleaned in every room of your house during a standard cleaning. You can also request additional services either from your account or by contacting us.

DO YOU PROVIDE THE SUPPLIES?

Cleaning supplies aren’t included by default. This ensures your cleaner uses the products you like and there isn’t any cross-contamination from house to house.

However, if you don’t have supplies, we can bring them for an additional charge of £1 per hour (£2 for End of Tenancy and One Off cleanings). You can opt-in to this option by contacting us 24 hour prior the cleaning visit. PLEASE NOTE: we always use your vacuum and mop/bucket so please be sure to have those items on-hand.

For End of Tenancy and One Off cleanings we can provide the equipment needed. Additional fees apply!

WHAT SERVICES DO YOU OFFER?

We offer a range of services from weekly cleaning to one off cleaning to end of tenancy cleaning. You can see the different services we provide HERE.

HOW MANY CLEANERS DO YOU SEND?

Only one cleaner is sent to your home. If you’re on a recurring schedule, we’ll do our best to match you with the same person going forward.

For End of Tenancy and One Off cleanings the number of cleaners vary depending on size and time limits.

DO YOU CLEAN AIRBNB PROPERTIES?

Yes, we do. As long you can provide access to the property and have a bit of flexability regarding the time and day of the cleaning..

If you want your property to be cleaned in a specific day you may need to book few days in advance. Also you must provide access to your property. If you use KeyNest you must contact us so that we can add that to your account notes.

You can leave notes for your cleaner in your account but only regarding cleaning services. Our cleaners cannot do inventory reports or perform host duties!

PLEASE NOTE: We will do our best to provide same day check out/check in cleaning but we cannot grantee it. Additional fees may apply!

ARE CLEANHOME LONDON CLEANERS BACKGROUND CHECKED?

Absolutely. The cleaners are fully checked. The process includes a criminal record check, reference checks and in-person interviews. We also require significant experience in residential house cleaning to work with us.

ARE YOU INSURED?

Yes, we are fully insured. We have Employers Liability up to £10 000 000 and Public Liability up to £1,000,000.