FREQUENTLY ASKED QUESTIONS

Do you charge by the hour or per job?
We charge by the hour for smaller jobs to ensure the price reflects the time and effort needed, allowing us to deliver high-quality results without rushing. For larger contracts, we charge per job to provide a clear and fair price for the scope of work involved.

Do you offer services beyond house cleaning, such as party setup or post-party cleanup?
Yes, we do. We can assist with both party setup and post-party cleanup to make your event planning and recovery stress-free.

Do you provide moving-related cleaning services (e.g., move-in/move-out cleans)?
Yes, we offer move-in and move-out cleaning to ensure your space is spotless for its next chapter.

Are there additional charges for moving cleans?
Yes, moving cleans typically involve deeper cleaning and may require additional time and resources, so there is a slightly higher charge.

Can I book a one-time cleaning, or do you only serve recurring clients?
We happily accommodate both one-time cleanings and recurring clients, depending on your needs.

What happens if my scheduled cleaning falls on a holiday?
If your scheduled cleaning falls on a holiday, we will reach out to reschedule at a convenient time for you.

Do you work on holidays, and is there an additional fee for holiday services?
Yes, we can work on holidays upon request, but there will be an additional fee to reflect the holiday rates.

What is your standard working hours?
Our standard working hours are Mon–Fri 08:15 to 20:30, Sat. to 20:00, and Sun 09:15 to 19:00, but we are flexible and can accommodate special requests where possible.

Do you offer cleaning services on weekends?
Yes, we offer weekend cleaning services to accommodate your schedule.

How long has your business been operating?
We have proudly been serving clients as a business since 2024, providing reliable and professional cleaning services.

Have you received any special training for professional house cleaning?
Yes, we have undergone specialized training to ensure we follow best practices for effective and safe cleaning.

What safety measures do you have in place during cleaning?
We maintain rigorous safety protocols, including the use of protective gear, proper cleaning techniques, and regular staff training on industry best practices to ensure a secure environment for both our team and your home.

Have you ever had to discontinue a client relationship? If so, why?
Yes, in rare cases where expectations were not aligned. We strive for clear communication to avoid such situations.

Can you provide references upon request?
We are happy to provide references to showcase our commitment to quality service.

Do you offer laundry services as part of your cleaning?
We can include laundry services upon request. Additional charges will apply.

Can you handle dishes or empty the dishwasher during a cleaning session?
Yes, we can take care of dishes or unload the dishwasher as part of an additional service, and extra charges will apply.

Do you provide pet-sitting services in addition to cleaning?
We do not offer pet-sitting services and are unable to care for pets. Our focus is solely on cleaning, but we are happy to work in homes with pets while ensuring your space is treated with care and respect.

Is it okay for my pets to be in the same room while you are cleaning?
Yes, it is fine as long as your pets are comfortable and do not disrupt the cleaning process.

Is it okay for my kids to be in the same room while you are cleaning?
Yes, it is fine as long as they are comfortable. However, we ask that an adult supervises them to ensure their safety while we work.

Are you vetted and insured?
Yes, we are fully vetted and insured to provide peace of mind and protect both our clients and our team.

Do you hold a license for professional house cleaning?
Yes, we are licensed to operate as a professional cleaning business.

Do you provide window cleaning services?
Yes, we offer basic interior window cleaning. For exterior or specialty services, please inquire.

Do you clean offices as well as houses?
Yes, we provide cleaning services for both residential and office spaces.

Do you offer car detailing services?
No, we do not offer car detailing services. Our focus is solely on residential and commercial cleaning.

Can you defrost freezers or clean refrigerators?
Yes, we can clean refrigerators and defrost freezers upon request. Please note, additional charges will apply for these services.

What cleaning products do you use on hardwood floors?
We use products specifically designed for hardwood floors that are both effective and safe for your surfaces.

Do you bring your own vacuum?
We do have vacuum cleaners; however, for hygiene reasons, we prefer to use the client’s vacuum if one is available. This ensures that no debris or allergens from other locations are introduced into your home.

Do you supply your own cleaning products?
Yes, we provide all cleaning supplies unless you prefer us to use specific products you provide.

Do you handle miscellaneous projects or special requests?
We are happy to discuss any special requests, additional, or miscellaneous tasks related to cleaning. Please let us know what you have in mind, and we will do our best to accommodate them for an additional fee. For better planning, we prefer such additions to be made at the time of booking.

Do you offer referral rewards if I refer a friend?
Yes, we offer referral rewards as a thank-you for recommending us. If your referral successfully books a service, you will receive a reward. Please contact us for details.

Do you offer discounts for long-term or bulk bookings?
We take pride in delivering excellent service and maintaining high standards. While we do not offer discounts, we ensure that our pricing reflects the quality and value of our work. For large contracts or long-term commitments, we are happy to discuss customized pricing options.

Is tipping expected or appreciated?
Tipping is not required, but it is always appreciated if you feel our team has provided exceptional service.

Do you provide hot tub cleaning services?
Currently, we do not offer hot tub cleaning. However, we can recommend professionals who specialize in that area.

What happens if you are sick on the day of my scheduled cleaning?
If a team member is unwell, we will notify you as soon as possible and work with you to arrange a replacement or reschedule at a time that best suits your schedule.

What happens if bad weather affects your ability to reach my home or business?
In case of severe weather conditions, we will assess the situation and notify you as soon as possible. If travel is unsafe, we will reschedule your cleaning at a convenient time for you.

Do you clean after construction or renovation work?
Yes, we offer post-construction and post-renovation cleaning services to remove dust, debris, and residues left behind from building work. This service requires special attention and is priced accordingly.

Do you charge a fee if I need to reschedule?
We understand that plans can change. Please provide at least 24 hours’ notice to avoid a rescheduling fee.

Do I need to provide a key or alarm code for access?
You can provide a key, an alarm code, or both, depending on what works best for you. We are flexible and will ensure your access is kept secure.

How do you ensure my privacy and security with my key or code?
We handle all keys and codes with the utmost care and confidentiality, ensuring they are securely stored and only used for your scheduled cleaning.

Do you have a secure method for storing keys or alarm codes?
Yes, we use secure methods to store keys and alarm codes to always protect your privacy and security.

Do I need to be home during the cleaning, or can you clean while I am away?
You do not need to be home during the cleaning. We can work independently if you provide access.

Will you personally clean my house, or will someone else be assigned?
Depending on the service schedule, I may clean personally or assign a trusted, trained team member. We will keep you informed.

Do you clean alone, or do you bring a team?
This depends on the size and requirements of the job. For smaller tasks, we may clean alone, but for larger jobs, we bring a professional team.

Are all team members vetted and insured?
Yes, all team members are fully vetted and insured for your peace of mind.

What is your process for screening new hires?
We conduct in-depth interviews, perform reference checks, and assess experience to ensure we hire trustworthy, qualified team members.

Do you conduct background checks and drug tests on your staff?
Yes, we conduct comprehensive background checks and drug tests to maintain a high standard of trust and reliability.

Can I request a background and drug test for you or your team?
We conduct background checks on our team for your peace of mind and can provide proof upon request, especially for long-term contracts.

What is your preferred method of communication: email, phone, or text?
We are flexible and can communicate via email, phone, or text. Whichever works best for you.

What happens if something is accidentally damaged during cleaning?
If we are responsible for any accidental damage, we will take full responsibility, inform you immediately, and work to resolve the issue promptly.

How do you ensure client privacy regarding my home and habits?
We maintain strict confidentiality and never disclose any information about our clients or their homes. Your privacy is a top priority.

How do I prepare my home before a cleaning appointment?
To help us clean efficiently, we recommend decluttering surfaces and picking up any personal items beforehand. If needed, we can assist with light decluttering, but this may take additional time and increase the total cost. If you have any special requests, please let us know in advance.

Do you schedule specific times for visits, or are they random?
We schedule visits based on what suits you best. Ideally, bookings are set as daily, weekly, bi-weekly, or one-off appointments.

Will you always come at the same time and on the same day?
Yes, we strive to maintain a consistent schedule unless changes are requested or necessary.

Can I count on you to arrive on time?
Punctuality is very important to us, and we make every effort to arrive on time for all appointments.

Do you clean the same areas each visit, or do you rotate tasks?
We can customize the cleaning plan to your preference, whether it is consistent cleaning of all areas or rotating tasks.

Do you use environmentally friendly cleaning products?
Yes, we offer environmentally friendly products to ensure a safe and eco-conscious cleaning experience.

How do you determine which cleaning products to use on different surfaces?
We use our training and experience to select safe and effective products for each surface type.

Do you operate legally, and can I use your services as a tax-deductible expense?
Yes, we operate fully legally and always provide invoices along with our worksheets. These invoices can be used for tax-deductible purposes where applicable.

Will it be a problem if I am home while you are cleaning?
We are happy to work around you if you are home during the cleaning.

If I am working from home, will you respect my need for quiet?
We are mindful of maintaining a quiet and distraction-free environment. However, the vacuum cleaner may produce some noise. If needed, we can inform you beforehand or discuss ways to minimize any disruption.

Do you accept credit card payments?
Yes, we accept credit card payments for your convenience.

Do you provide a guarantee for your work?
Yes, we stand by the quality of our work. If you are not satisfied, we will promptly reclean the area in question to ensure your satisfaction.

What should I do if I am not satisfied with the cleaning?
Your satisfaction is our priority. If you are not happy with any aspect of our cleaning, please notify us within 24 hours, and we will return to address any issues at no extra charge.

If I forget to leave payment, will you still clean, or reschedule the service?
If payment is not available, we typically reschedule the cleaning. However, we are happy to discuss alternative arrangements if needed.

Can you water indoor plants as part of the service?
We can water indoor plants upon request. Please let us know in advance so we can include it in the service plan.

Do you have a minimum or maximum number of hours you book for a slot?
Yes, we require a minimum of 3 hours for each booking. If the work exceeds 6 hours, we either take a break or schedule the job across two visits to ensure the best results.

Can I book an emergency or last-minute cleaning?
Yes, we offer emergency and last-minute cleaning services based on availability. Additional charges will apply for urgent requests.

Do you clean Airbnb or short-term rental properties?
Yes, we provide cleaning services for Airbnb and short-term rentals. We can also assist with turnover cleaning between guests.

Can you help with hoarder cleanup or extremely messy homes?
We are passionate about our work and take great care in every service we provide. While we offer standard and deep cleaning, we do not handle heavily soiled spaces or extreme hoarder cleanups, especially if the condition is likely to reoccur. We value our time and dedication to delivering quality results. Thank you for understanding.

Do you offer post-construction cleaning?
Yes, we provide post-construction cleaning to remove dust, debris, and residue left behind after renovations or building work.

Can I book a cleaning before or after a real estate showing?
Yes, we offer pre-showing and post-showing cleaning to ensure your home looks its best for potential buyers or renters.

Do you use pet-friendly cleaning products?
Yes, we prioritise using safe, non-toxic products for all homes.

What if my pet is aggressive or anxious around strangers?
If your pet is aggressive or anxious around strangers, please inform us in advance and ensure they are secured in a separate area during cleaning. We do not expose our staff to any potential danger because we care about their well-being, as well as the comfort of your pet.

Can you remove pet hair from furniture and carpets?
Yes, we will always give your space a thorough clean and remove pet hair using effective tools and techniques. However, with the same pet in the home, pet hair buildup will likely reoccur frequently.

Do you use fragrance-free cleaning products for allergy-sensitive clients?
Yes, we offer fragrance-free and hypoallergenic cleaning options upon request.

Can I customise my cleaning service to focus on specific areas?
Absolutely. Let us know your priorities, and we will tailor the cleaning session accordingly.

Can I request a specific cleaner for my recurring service?
We understand the importance of consistency. However, it is not always possible to book the same cleaner for each visit, as they may have days off or be assigned elsewhere. To avoid disappointment, we do not guarantee this, but rest assured that all our team members are trained to the same high standard.

Can I provide my own cleaning supplies and equipment?
Yes, we are happy to use the cleaning products you provide. However, for safety reasons, we take the time to review any products unfamiliar to us. Once we are satisfied that they meet our standards, we will gladly use them during our service.

Do you fold laundry and organise closets?
Yes, we can fold laundry and assist with light organisation tasks for an additional fee.

What payment methods do you accept?
We accept cash, credit/debit cards, bank transfers, and online payments.

When is payment due?
A 30% deposit is due before the service, with the remaining balance due immediately after the work is completed.

Do you have a cancellation policy?
Yes, we have a cancellation policy in place. For private homes, we kindly ask for at least 24 hours' notice to reschedule or cancel an appointment to avoid a cancellation fee. For whole contracts or commercial projects, we require at least 7 days' notice for any changes or cancellations.

What is your refund policy?
We do not offer refunds, but if you are dissatisfied, we will return within 24 hours to reclean the area in question at no extra charge.

What is your cancellation policy for commercial contracts?
For commercial clients, we require a minimum of 7 days’ notice for cancellations or contract changes.

Do you wear masks and gloves while cleaning?
We follow strict hygiene and safety protocols and wear masks and gloves whenever required for the safety of our team and clients.

Do you have an emergency contact in case of any issues during cleaning?
Yes, we have an emergency contact available for immediate assistance during cleaning appointments.

Do you carry liability insurance?
Yes, we are fully insured to cover accidental damage or incidents.

Can I provide security cameras or supervise while you clean?
Yes, you are welcome to supervise, and we respect that some homes have security cameras for peace of mind.

Do I need to provide a parking space for your team?
We kindly ask that a parking space be available nearby for our team to ensure a smooth and timely service. If there are any parking fees, they will be added to your final bill.

Do you clean outdoor areas such as patios or balconies?
Yes, we offer light cleaning for patios and balconies. Deep outdoor cleaning will require additional charges.

Can you remove Mold or mildew?
We can address minor Mold and mildew issues. However, extensive Mold remediation should be handled by specialists.

Do you provide oven or range hood cleaning?
Yes, we offer deep cleaning for ovens and range hoods upon request for an additional fee.

Can you clean high ceilings, chandeliers, or fans?
Yes, we can clean high-reach areas with appropriate tools. Please inform us in advance for safety preparations.

Do you charge extra for deep cleaning special items like upholstery or delicate surfaces?
Yes, additional charges will apply for deep cleaning special items such as upholstery or delicate surfaces. Please let us know at the time of booking so we can provide an accurate quote based on your specific needs.

Are there any additional fees for services outside of regular cleaning?
Yes, additional fees will apply for services outside of regular cleaning, such as deep cleaning, special item cleaning, or last-minute bookings. These fees will be communicated to you beforehand, so you can make an informed decision.