Frequently Asked Questions
Take a look at the things most people want to know before scheduling a professional cleaning service. Click on the question to see its answer.
General Questions
- How long have you been in this business?
- When can your cleaners come?
- Do you take a deposit?
- Do you have a cancellation fee?
- What are your working hours?
- Do I have to pay extra for congestion zone or parking fees?
- What nationality are the cleaners? Do they speak English?
Carpet Cleaning Questions
- How do you clean carpets?
- How long will it take before my carpet is dry?
- Why should I protect my carpet with stain repellent?
- Do you clean luxury silk, hand-wrought, sea grass, sisal or rayon carpets?
- What happens if the cleaners damage my carpet?
End of Tenancy / One-Off Cleaning Questions
- Do your services have a quality guarantee?
- Do you provide the cleaning materials and equipment?
- How many cleaners do you send?
- Do I have to defrost my fridge and freezer before the service?
- Do you clean the oven?
- Do you clean windows from the outside?
- What if I booked the cleaners for 3 hours and they need more time, or they finish earlier?
- What equipment do you use?
General Questions
Q. How long have you been in this business?
We have been cleaning London homes professionally for more than 9 years now. All the cleaners are professionally trained and vetted. Contact us and we will be happy to provide references from our clients.
Q. When can your cleaners come?
We have professionals serving all London areas and postcodes. We are also able to provide emergency and same-day appointments, especially if you call in the morning. We recommend booking in advance so that you can pick the best appointment dates and times for you.
Q. Do you have a cancellation fee?
We apply a cancellation fee only if the service is canceled less than 48 hours prior to the scheduled time or if the customer fails to provide access to the team as previously arranged.
Q. What are your working hours?
The cleaners work 7 days a week, so we have flexible booking slots. On weekdays we start between 8 and 8.30 am and the latest appointments can be arranged between 5 and 6 pm. On weekends we start at 9 am and we work Saturdays and Sundays. Again, we recommend booking in advance so that you can get a time and date that suits you best.
Q. Do I have to pay extra for the congestion zone or parking fees?
The free price quote we give includes all taxes and services. The only charges that might apply on top of the cost, are parking or congestion zone fees. In case you can provide a free parking space for the cleaners, you won't pay anything extra.
Q. What nationality are the cleaners? Do they speak English?
Most of the cleaners are Eastern European. We make sure to have an English speaking cleaner or supervisor at all times, so you can give them your instructions before the cleaning. If you have any questions or special requirements regarding the cleaning or the nationality of the cleaners, we encourage you to call our office staff.
Carpet Cleaning Questions
We send a technician on-site, who will first inspect the carpet's type, hoover it and pre-treat dirt stains, dirt patches, and high-traffic areas. Then we will use a machine, which inputs hot water under pressure into the carpet and then extracts approximately 95% of the moisture and with that, all of the dirt comes out.
Q. How long will it take before my carpet is dry?
With steam cleaning, it takes up to 3 hours before the carpet is completely dry. You can speed up this process by opening a window. When Scotchgard stain protection is used we recommend a 4-hour wait for better results.
Q. Why should I protect my carpet with a stain repellent?
Scotchgard is a stain protector that seals your carpet to protect it from spills, dirt and normal wear. This treatment ensures that your carpet will last longer, hold it's color better, and require cleaning less often. The carpet cleaners are equipped with a variety of protective chemicals to suit every fabric type. They can perform a thorough application of a stain protector at your request.
Q. Do you clean luxury silk, hand-wrought, seagrass, sisal or rayon carpets?
Yes, we have a special dry carpet and upholstery cleaning service specially designed for delicate and hard-to-clean fabrics. As you might know, such materials are very difficult to clean, and steam-cleaning can damage them by using too much force or due to a water shrinkage. Although Dry cleaning chemicals are more costly and the process is more time consuming, our experience and care in cleaning delicate carpets and upholstery make it well worth it.
Q. What happens if the cleaners damage my carpet?
Despite best intentions and proper precautions, accidents can happen. As a professional cleaning company, we are fully insured and will take responsibility for any damage we cause to your carpets or upholstery during a professional cleaning session.
End of Tenancy / One-Off Cleaning Questions
Q. Do your services have a quality guarantee?
Yes. Our professional end of tenancy cleaning is a guaranteed service. If the cleaners missed something, you can call our office within 72 hours after the job completion. The cleaning team will come back to do a free re-clean of the missed area or spot. You can now extend the guarantee period to 168h for a small fee of 19GBP.
Q. Do you provide the cleaning materials and equipment?
Our end of tenancy, carpet, and upholstery cleaning services include all materials. The service we don't come fully equipped for is one-off deep cleaning. If you would like materials to be included for this service, we can do so for an extra £13.
Q. How many cleaners do you send?
We will send up to 4 cleaners, depending on the size and condition of the property, and the type of cleaning to be done. For example, professional carpet or mattress cleaning jobs can be done by just one properly trained and equipped cleaner.
Q. Do I have to defrost my fridge and freezer before the service?
For even better results it would be helpful if you defrost your fridge and freezer before the cleaners arrive. This will fasten the cleaning and deodorizing process, and help the professionals leave your appliances in the best possible condition.
Yes. Oven cleaning is included in the price for a professional end of tenancy cleaning. So is the inside and outside cleaning of cupboards and other appliances.
Q.Do you clean windows from the outside?
We clean outside windows reachable (safely) from inside the property. If you need window cleaning for high floors, please contact us to discuss this with one of our advisers.
Q. What if I booked the cleaners for 3 hours and they need more time, or they finish earlier?
If the cleaners finish before the booked time is over, you will be charged only for the time it took them to complete the cleaning. For cleaning per hour, you pay only for the time taken in cleaning the property. If the cleaners need more time to complete everything, they will stay as long as they are able to with respect to their next appointments.
We use only Prochem professional carpet, upholstery and general cleaning equipment. For regular domestic cleaning, we use the materials, you have onsite.
Should you have any more questions, please contact our friendly staff.