Frequently asked questions

We offer five cleaning services across London: Regular/Refresh, One-off, Deep Clean, Pre-Tenancy and End of Tenancy. Every quote is clear and based on your property's details and condition — see Services for pricing (End of Tenancy has its own page).

No. As long as we have safe access to the property and working utilities, you do not need to be present. Access arrangements must be confirmed in advance.

We operate across London. Availability is confirmed at the quote stage, based on cleaner capacity for your area — get in touch and we'll let you know.

Quotes allocate time based on the information you provide and assume normal levels of dirt and wear. Time allocated does not guarantee completion of all tasks.

If the property condition or scope is materially different on arrival, we may reduce scope, revise the booking, or pause work pending approval.

Examples include (but are not limited to):

• Heavy limescale or mould
• Paint, cement, or builder residue
• Excessive grease or waste
• Additional rooms or tasks not disclosed
• Restricted or delayed access

Any additional work requested on-site is treated as a chargeable variation.

If the property condition does not match what was described at booking, we may need to revise the price, reduce the scope, or pause work until approval is given.

Once your quote is confirmed, you'll receive a secure payment link. Payment secures your booking slot immediately — we don't operate on invoiced or delayed payment terms.

No. Deposit return decisions are made by landlords, agents, or deposit schemes – not by service providers. We allocate time to address items within the booking window, but time allocated does not guarantee deposit return, inspection pass, or readiness for check-out.

Time-allocated work cannot fix wear, age, permanent staining, or damage.

The following are not addressable through time-allocated cleaning:

• Wear and tear
• Permanent staining
• Old grout discolouration
• Damaged paint, flooring, fixtures, or fittings
• Issues present before the service

Any concerns must be raised within 24 hours of the appointment. Third-party reports received days later, or after further access by tenants, agents, or contractors, are not grounds for remedial visits.

You must provide:

• Safe access to the property
• Working water and electricity
• Adequate lighting

Pets must be secured and valuables removed or protected.

If we cannot access the property, or access is delayed, the booking may be charged in full due to reserved time and crew allocation.

We require at least 48 hours' notice to cancel or reschedule.

Cancellations with less notice, no-shows, or failed access may be charged up to 100% of the booking value.

Changes are subject to availability and may affect pricing. Late changes may be treated as chargeable variations or declined.

Concerns must be reported in writing within 48 hours of the visit.

Refunds are not automatic and are assessed case by case. Our liability is limited to the value of the service provided, not consequential losses.

We may take photographs during service appointments for operational records and dispute resolution. We aim to avoid personal items. Photos are stored securely and not used for marketing without consent.

Our full Terms & Conditions are available on our website and apply to all bookings. Summaries and FAQs are provided for guidance only.