F.A.Q.
GENERAL INFORMATION
How do I make a booking?
You can make a booking by calling 0203 950 7074, you will be put through to a member of the sales team.
Requesting a change in cleaning dates
We ask that any changes to bookings are made with at least 48 hours notice. We reserve the right to charge up to the booking total due to late cancellations. Please call 0203 950 7074 if you need to change the cleaning date for any reason.
How do I pay my bill / What payments do you accept?
We are a cashless business, we process payments by taking your billing details; we can take your billing details over the telephone.  The payment for the clean will be taken on the day of the clean.
Can I give you my key?
Yes you can provide your cleaner with a key however if a key is provided to the cleaner and that specific cleaner is not available due to sickness or an emergency the clean may have to be arranged for another date if we are not able to meet your cleaner.
How do I get my receipt?
You will receive your receipt via email once the payment has been completed.
CLEANING
What is included in a clean?
Please visit maidmyhome.co.uk/whats-included to see what is included in our cleaning.
Do you charge hourly or do you charge a fixed price?

We charge by the hour. We charge £22.00 for a one-off clean, £17.00 for a fortnightly clean & £16.00 for a weekly clean. All prices are per hour per cleaner. Cleaning supplies and equipment may be extra dependant on the type of booking made

Do you provide the cleaning supplies?

For recurring cleaning we can provide cleaning supplies at a fee of £5 per clean. For end of tenancy and one off cleans we provide these although there will be an additional fee for carpets and ovens.

Extra services
We are able to offer extra services on top of our regular cleaning, please call if you would like to upgrade to a deeper clean.

RECURRING CLEANING TERMS AND CONDITIONS

100% Guarantee
All of our recurring services come with the 100% satisfaction guarantee, if you are not happy with the clean for any reason we will send another team out to clean the areas that you are not satisfied with; however if we did not have enough time to clean your home and you refused to add extra time so that we could complete the clean you will not be entitled to a refund or a re-clean.
Requesting a new cleaner
If you are not happy for any reason with your current clean we are able to offer you a different cleaner moving forward, we value your service and we understand that there are personality clashes throughout life in general; any issues please let us know and we will sort them out for you!
What do I do if something is damaged?
We are fully insured. In the unlikely event something is damaged during your clean and you wish to make a claim, you must email info@maidmyhome.co.uk with the information within 24 hours of the damage occurring. It is essential that you attach images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 24 hours will not be accepted.
Cancelling after your first clean
Our regular customers receive discounted cleaning for their loyalty to our brand. If you book a regular service and then only use us once you will be charged our one-off rate.
Cancelling your services
If you would like to cancel your services please call 0203 950 7074. Please note any cancellations made with less than 48 hours notice reserves us the right to charge up to the booking total.

END OF TENANCY AND ONE-ONE OFF CLEANING TERMS AND CONDITIONS

YOU AGREE TO THE FOLLOWING TERMS AND CONDITIONS ONCE A BOOKING HAS BEEN MADE
Free re-clean guarantee

Our cleans are protected by our free-re clean guarantee*. We guarantee that our cleans will meet the standards and criteria set out in our “What’s included page”: https://maidmyhome.co.uk/whats-included/

In the unlikely event there are any issues with the clean and you think we have fallen short of the standards set out in the what’s included criteria you need to:

  • Notify us in writing within 48 hours of the clean finishing – this can be done at info@maidmyhome.co.uk
  • Explain in writing what the issue is.
  • You will need to include any relevant pictures to illustrate your issue or complaint.

If we deem that there have been any valid issues raised we will make attempts to re-clean as required free of charge. We will make a booking with yourself within 7 days of the original booking date, we will offer 3 possible re-clean times and dates. If non of these are accepted by you then our offer to re-clean for free ends. We will make every effort to find a time and date suitable to yourself but this cannot be guaranteed.

*Please note only cleans where we have been given the opportunity to stay for as long as we deem necessary to get the clean completed to our standards are covered. Any one off cleans booked for a fixed period of time at the customers request are not covered.

Prices and estimations

We charge per hour per cleaner.

The number of cleaners who attend to complete the clean may differ from the number given in the booking confirmation email.

The estimated time given to you in your booking confirmation email is a guideline and is based on information you have provided when making the booking.

The actual time taken to complete the clean may be higher or lower than the estimated time.

If the time taken to complete the clean is less than the estimate given we will only charge you for the hours worked.

If on arrival our cleaners decide that the job will take 2 hours or longer than originally estimated we will contact you to inform you. You will then have the opportunity to ask for the extra hours to be done so the job can be completed to our normal standard which we guarantee*, or only complete the hours estimated.

In the event that you do not respond within an hour you accept that we will complete the clean and charge you for the extra hours.

If you do not agree to us staying the required amount of time we deem necessary for us to complete the clean to a necessary standard your clean will not be guaranteed by our free re-clean policy.

Payment

A hold may be placed on your card 24 hours before the clean, please ensure there are sufficient funds in the account. This is not a charge – it is just a test to check there are sufficient funds to complete the clean. If there are not sufficient funds on the card we will contact you. You will need to provide a different card in order for us to go ahead with the clean. If you are unable or refuse this will count as a cancellation within 48 hours of the clean.

Payment will be taken on the day of the clean after the clean has finished and will be amended to reflect the amount of time spent at the property by the cleaners.

Payment will be taken from the card supplied when the booking was made.

Damaged Property

In the unlikely event something is damaged during your clean and you wish to make a claim, you must email info@maidmyhome.co.uk with the information within 48 hours of the damage occurring. It is essential that you attach images of the damage. Claims cannot be made over the phone as we will require photos of any damage to allow us to make an accurate initial assessment of the claim. Any emails received after 48 hours will not be accepted.

We have a £5m public liability insurance policy underwritten by a leading insurer. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost. Please email us at info@maidmyhome.co.uk for more information on this.

Cancelling your services

All cancellation require at least 48 hours notice.

You can cancel or amend or reschedule your booking at any time up to within 48 hours of the start time of the clean.

If you wish to cancel or reschedule the booking within 48 hours of the start time you may be charged the entire value of the booking.

If you make a booking that is due to start within 48 hours this policy still stands and you may be charged for any cancellations or rescheduling.

We need to be able to gain entry to the property. If we are unable to gain access to the property this will be taken as a late booking cancellation and the entire booking fee may be charged.

We need electricity and hot water to be available at the property in order for us to complete the clean. If this is not provided or available this will taken as a late booking cancellation and the entire booking fee may be charged.

If for any reason we are not able to attend your property to complete the clean we will notify you as soon as possible and offer you an alternative date. We are unable to offer any compensation for any losses incurred by yourself as a result of us being unable to attend your property to complete the clean.

essex house cleaning service

 

 

WE HAVE CLEANERS IN

OUR END OF TENANCY CLEANING SERVICES COVER

Pin It on Pinterest

Share This