What to expect on the day

Before the day

• Your checklist: we send you a written checklist before every job, so you know exactly what we’ll clean. The full lists are on our checklists page.
• How we get in: you don’t need to be home. Tell us when you book how we get in: lockbox, concierge, key handover or you’re home (term 12).
• Codes: we never store alarm, lockbox or door codes, and we never ask for them in a form or an email. Please never type one into the booking form or an email. If your cleaner needs a code, send it on the day of the visit by phone or WhatsApp: it’s used for that visit only, and we don’t keep it afterwards (term 12).
• Parking: we never charge for parking. Please tell us when you book whether there’s a space or visitor permit we can use; if there isn’t, we arrange parking ourselves (term 13).
• Anything we should know: tell us before the visit about anything that could be a risk to the cleaner, such as damaged electrics, loose fittings or broken glass, and if anyone at home is sensitive to cleaning products. Tell us about natural stone, unsealed or oiled wood and specialist finishes too, and about any cameras inside your home (term 14).

Your arrival window

• Home cleans have four arrival windows: 7–9am, 9–11am, 11am–1pm and 2–4pm. Every home clean finishes by 7pm, so longer cleans start in the morning.
• Your cleaner arrives within the window you booked. We message you when we’re on the way, and if they’re running late, we’ll tell you as soon as we know.
• If we can’t get in at the booked time and can’t reach you within 30 minutes, that counts as the cleaner being turned away (term 10).

What to have ready and what to leave out

• Please have electricity, hot water and safe access ready for the visit, and let us use water, electricity and a toilet.
• Please put away cash, jewellery and anything very valuable, fragile or sentimental, or tell us before the clean so we can take extra care or leave it.
• Ovens and appliances: please switch them off so they’re cool when we arrive. Fridges should be emptied, and freezers defrosted unless you book the defrost extra.
• Laundry & Ironing: we use your washing machine, dryer and iron, so please make sure they’re safe and working.
• End of Tenancy: electricity, hot water and lighting must be on for the whole clean. Please leave the fridge and freezer empty, and the property free of rubbish bags and items you’re leaving behind, unless we agreed to deal with them.

Pets and children

• Please keep pets shut away or out during the visit. We keep doors and gates as we find them, but we can’t be responsible for a pet that gets out of an area you left open.
• Our cleaners can’t look after children. Please don’t leave a child under 16 alone with them.

What we bring

• All products and equipment are included, with no booking fee. The only exception is Laundry & Ironing, which uses your washing machine, iron and board.
• If you ask us to use your own products or equipment, we use them at your request. Please make sure they’re safe and working.
• Offices and Serviced Apartments: you provide toilet roll, soap, hand towels and bin bags, and we restock them from your supplies.

During the clean

• For safety, we don’t work above a two-⁠step ladder, move heavy furniture or appliances, or clean outside windows: we clean everything we can reach safely. The full list is in term 15.
• If your home needs much more time than booked, the cleaner sends photos and an estimate of extra hours before carrying on. Nothing is added without your agreement (term 16).
• We only throw away things that are clearly rubbish or in bins.
• If there’s time left (Regular and One-⁠Off Cleaning, priced by the hour): once everything booked is done, the time left goes on up to 3 tasks you chose when you booked, in your order. If you didn’t choose any, your cleaner uses it on the same list in our standard order. Either way, they’re done only if time is left, are never guaranteed and are never a paid extra. For Regular Cleaning, your choices carry over to every visit until you change them (term 5).

When we finish

• We lock up and set any alarm as you tell us at booking.
• End of Tenancy, Deep Cleaning and Short-⁠Let Changeovers come with a photo report for you (term 18).
• Your card is charged after the clean, on the same day. Business clients receive an invoice by email.
• If something on the checklist was missed, tell us and we’ll re-⁠clean it free: see what our guarantee covers and the time limits (term 19).
• If something is damaged, tell us within 48 hours of the clean, with photos, and please keep the item (term 20).

Anything else? See the FAQ, the full Terms, or ask us directly.