Most Frequently Asked Questions

Take a look at the most common things you need to know when scheduling a service with us. Just click on a question to see its answer.

Contents

General Information

When can you come?

We can arrive when it’s most convenient for you, including weekends and Bank Holidays. We do same day appointments upon availability if you call us in the morning. However, we do recommend you to schedule your service in advance, especially if you need it for an exact date and time.

What are your working hours?

On weekdays we start at 8:00 am and the last jobs are generally booked for around 5 – 6 pm. On weekends we start at 9 am. Call us and we will schedule your appointment at a time that suits you best. We work 7 days a week and on Bank Holidays. Example service slots are: 8 am, 9 am, 11 am, 13 pm, 15 pm, 17 pm.

Do you provide all tools and detergents?

It depends on the service. For guaranteed move out cleaning, window washing and deep carpet & upholstery cleaning, all expert materials, and equipment are included in the price. For home removals, boxes can be provided for an additional charge. For waste removal, we can either collect your rubbish already packed or bag it up for you.

What equipment do you use?

We use professional equipment and detergents like Prochem carpet cleaning and maintenance products. Most of these expert solutions are not available over the counter.

Are the cleaners insured?

Yes. All teams are insured and in case of an accidental damage of property caused by the technician during the service, you will be compensated.

Are your services guaranteed?

Our end of tenancy cleaning is a guaranteed service. If the experts missed a spot, or there is anything that you are not happy with, you can call us within 72 hours and the team will return to fix it free-of-charge. Our full package removal service is also guaranteed. If we supply the boxes, pack and deliver your goods to the new place, then you have the full accidental damage insurance.

Do I have to be there while the service takes place?

Not necessarily, as long as you give us access to the property. However, we do recommend that you show up upon job completion, to ensure that everything is done according to your requirements.

What is the duration of your services?

Service duration depends on the type of service, the size of the property or treated item, its condition, and your individual requirements. For more information on a particular job, get in touch with us.

Do I have to sign a contract?

No. There are no contracts involved.


Pricing

Do you need a deposit?

No. You can pay by card or in cash directly to the team after the service. All payments are due upon job completion after you have inspected the premises to make sure that the professionals have performed the job to your standards.

How much will the job cost?

Visit our prices page to check rates for the service you need. Please have in mind that costs may vary depending on the size, condition, number of services ordered, etc. We recommend that you get in touch for a free, no obligation quote. Use the contact form or call us on 020 3404 5102 and get an accurate, personalized estimate.

I need more than one service, do I get a discount?

Yes. Ordering 2 or more services with us will entitle you to a discount.

Do I have to pay extra for any congestion charges or parking fees?

The price we quote includes all taxes of your service. The only thing which can be added is the congestion or parking fee. However, if you can provide us with a parking space, you won’t pay anything in addition.

What are the payment options?

You can pay by card or in cash, whichever option suits you best. All payments are due only after the work is completed, there are no charges in advance.


End of Tenancy Cleaning

How do I prepare my property for an end of tenancy cleaning?

Quite easy actually. Just make sure you have:

  • electricity
  • running water (preferably hot as well)
  • turn off your kitchen appliances the day before (especially fridge, freezer, oven)
  • take all your personal belongings and empty the drawers and shelves
  • give us access and enjoy a shining property afterward

Do I have to defrost my fridge and freezer in advance?

This will be greatly appreciated, as it will help speed up the whole process, leaving all appliances in the best possible condition.

How many people will you send?

This depends on the property’s size, condition, and specific tasks to be done. We normally send a team of 2 or 3 people. For example, professional carpet or upholstery jobs can be done by a single person.

What does the move out cleaning include?

The job includes a thorough cleaning of the entire property. To see all tasks, visit its dedicated service page and take a look at our checklist. Of course, we can tailor the job, to match your personal needs.

Do you clean the oven?

Yes. It’s included in the price for professional end of tenancy cleaning, but you can also order it as а separate, stand-alone service. We can also polish your cupboards and other appliances inside-out.

What exactly does this 72-hour guarantee mean?

It means that in the unlikely case we have missed something, you can reach us within 3 days after the service and we will come back to fix it for free.


One off Cleaning

How much does one-off cleaning cost?

Prices are based on 1) number of cleaners and 2) amount of hours they spend cleaning. We also take into consideration our availability for the desired date.

What’s included in the one off clean?

Each cleaner follows a priority list. You can arrange what to be cleaned and in what sequence. The service can include any area or surface in your house, as long as it’s possible to be cleaned. Fore more detailed information about the service, please visit our deep cleaning service page.

Can you move furniture and clean underneath?

We can move light furniture pieces and clean beneath them. Please note that we can’t move any heavy objects, such as large sofas and double-sized beds. In such occasions, the cleaners will clean the entire area around the piece.


Carpet and Upholstery Cleaning

How do you deal with stained carpets and upholstery?

We hoover the carpets and pre-treat all stains and high traffic areas with special detergents, depending on the fabric and their type. Then we use the hot water extraction machine to inject water under pressure and then extract around 95% of the moisture and any dirt or loose particles. We deodorize the cleaned areas and can do a special stain protection treatment upon request.

How long will it take for my carpet to dry?

It usually takes about 3 to 6 hours before the piece is completely dry after a hot water extraction procedure. We use an expert industrial fan in order to minimize the drying time.

Should I have my carpet treated with a stain protector?

It’s up to you to decide. Scotchgard stain protector will improve the longevity of any textile covering and dramatically increase the intervals between professional treatments. It also preserves the piece from hard-to-remove stains. A stain-proof-treated carpet repels liquids, so spills can be cleaned up quickly and easily. Dirt is more easily picked-up, and less hovering is required. Your upholstery or carpet will be safe from damage caused by the sun, foot traffic, pets and children and will preserve its original colour longer.

What if your team damages my carpet?

That is quite unlikely, however, if that happens you can rest assured all professionals have public liability insurance and will take responsibility for any damage caused to your carpets or upholstery during a professional cleaning.

Do you handle delicate fabrics like silk, seagrass, sisal or hand-wrought carpets?

Yes. For such occasions, we have an expert dry cleaning procedure which is specially tailored for these types of delicate and hard-to-maintain fabrics. Dry processing takes more time but ensures that even the finest textiles won’t be damaged.

Window Cleaning

Can you clean outside windows on high floors?

Yes. We have a special water fed pole cleaning system that can reach up to the 4th floor (30 meters or 100 feet tall).

Do you clean windows on the inside?

Yes. We do both internal and external window cleaning. Polishing the windows from the inside is included in the price for end of tenancy cleaning.


Home Removals

Are my items insured from damage?

It depends on the service you have chosen. If we provide the boxes, pack, and transport your items, then you have a damage guarantee.

Can you move large or odd shaped items?

Yes. We can move everything that is physically possible.

Can I book only the moving house service, without packing or furniture disassembly?

Yes. You can choose only the option you need. Just have in mind that ordering the full relocation package, including box delivery, packing, and transportation entitles you to a great discount and a full insurance against any accidental damage.


Rubbish Clearance

Do you take all types of waste?

In general, yes. The only type we can’t collect is toxic or hazardous waste, such as asbestos, solvents, chemicals, and pesticides. We can take care of everything else, in terms of household, builders and green waste.

What happens after you collect the rubbish?

We drive it to the nearest recycle center and separate it properly, according to its type. After that, it is recycled in the most environmentally-friendly way.


Didn’t find the answer to your question? Please contact us on 020 3404 5102 or use our live chat and we will gladly give you more information.