Frequently asked questions

We offer Regular/Refresh, One-off, Deep, Light Pre-Tenancy and End of Tenancy cleaning, plus individually assessed commercial cleaning. 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.

A three-hour minimum applies to every cleaning job, across all services, including jobs covering selected rooms. We confirm the agreed scope and price before you book.

Starting prices apply to qualifying properties at the stated scope. We review your property details and any photos or video needed, then confirm the work included and the total price before booking. For bathroom cleaning, we review photos before confirming the price.

Fussy Cleans does not charge VAT.

Carpets are vacuumed only. Carpet shampooing, steam cleaning, extraction and upholstery cleaning are not included in standard cleaning. Specialist cleaning requires separate assessment, confirmed availability and a separate quote.

End of tenancy cleaning includes one standard oven interior, an empty defrosted fridge/freezer, empty kitchen cupboards and accessible internal windows. For other services, appliance interiors, inside cupboards and internal windows are included only where expressly agreed. Balconies, small outdoor areas and additional or specialist appliances are assessed and priced separately. External windows, waste removal and mould remediation are excluded from standard cleaning.

Your written quote confirms the inclusions, exclusions, agreed extras and total before payment.

We agree the scope and total price before payment. The confirmed price does not increase simply because the agreed work takes longer than we estimated.

Regular cleaning is booked for an agreed duration, with your priorities guiding what can reasonably be completed in that time. End of tenancy cleaning is quoted for the agreed cleaning scope, rather than an unfinished time-limited checklist.

If the property, access or requested work is materially different from the information supplied, we will explain the issue and agree any change to the scope, price or arrangements before additional work goes ahead. Unsafe or unsuitable work may need to be paused.

Examples include (but are not limited to):

• Heavy limescale or grease beyond the condition assessed in your quote
• Mould remediation or other specialist treatment
• Paint, cement, or builder residue
• Excessive grease or waste
• Additional rooms or tasks not disclosed
• Restricted or delayed access

Additional work is undertaken only after we agree its suitability, availability, scope and any extra charge with you.

A change may be needed if the property condition, access or requested work is materially different from the information used for your quote, or if you ask for additional work. We will explain the difference and agree any revised scope and price before that extra work starts.

We do not increase the confirmed price merely because the agreed work takes longer than estimated. If a change cannot be agreed or work cannot be done safely, we will explain the available options before proceeding.

No deposit is required. Once the scope, total, appointment and terms are agreed, we confirm your booking in writing. Full payment is due 24 hours before arrival (the start of any arrival window), or when booking if the clean is within 24 hours. Your confirmation includes the exact deadline and secure payment link. You make the payment yourself; we do not require full card details or authorisation for automatic future charges. Commercial payment terms are agreed individually.

No. Deposit return decisions are made by landlords, agents, or deposit schemes – not by service providers. We carry out the agreed end of tenancy cleaning scope, but cannot guarantee deposit return or an inspection pass.

Cleaning cannot fix wear, age, permanent staining or damage. This does not reduce our responsibility to carry out the agreed cleaning with reasonable care and skill.

Cleaning cannot repair damage or reverse normal wear and tear, permanent staining, worn grout, damaged paintwork, flooring or fittings. We will distinguish these issues from dirt or build-up that falls within your agreed cleaning scope.

Any excluded or specialist work will be identified in your quote. These limitations do not reduce our responsibility to carry out the agreed cleaning with reasonable care and skill.

Please send any visible cleaning concerns in writing within 48 hours of the visit, with photographs where reasonably possible. If an inventory report identifies a concern later, send us the relevant points so we can assess them against the agreed scope and available evidence.

Further cleaning, occupation or access by others may affect what we can verify. We assess each concern and arrange proportionate remedial cleaning where justified. The 48-hour reporting request does not remove or limit your statutory rights.

You must provide:

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

Pets must be secured and valuables removed or protected.

If our team attends but cannot gain access, a charge of up to 100% of the confirmed booking price plus unavoidable access or parking costs may apply. Any charge reflects the loss reasonably caused and is reduced if we refill the slot or otherwise reduce that loss. If access is delayed, we will explain any effect on the service and any applicable charge. See our Terms and Conditions.

For standard domestic bookings, you can cancel or reschedule without charge with at least 48 hours' notice. With 24 to 48 hours' notice, 50% of the confirmed booking price may be charged; with less than 24 hours' notice, up to 100% may be charged.

Any charge reflects the loss reasonably caused and is reduced if we refill the slot or otherwise reduce that loss. Statutory cancellation rights are unaffected. Commercial cancellation terms are agreed individually in the written quotation.

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

Please report visible cleaning concerns in writing within 48 hours of the visit, with photographs where reasonably possible. We will assess the concern against the agreed scope and arrange proportionate remedial cleaning where justified.

This is a reporting request, not a limit on your statutory rights.

Refunds are assessed case by case. If something within the agreed scope has not been delivered with reasonable care and skill, the appropriate remedy may include proportionate repeat cleaning or a price reduction or refund, depending on the circumstances. If you cancel a booking, any refund also depends on the applicable cancellation terms and your statutory rights. Nothing in this answer limits your statutory rights. See our Terms and Conditions.

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.