F.A.Q.

GENERAL INFORMATION

How do I make a booking?

You can make a booking by calling 01206 585045, you will be put through to a member of the sales team, our office opening hours are Monday – Friday: 9am – 5pm. Alternatively you can go to www.maidmyhome.co.uk/book-now If we are not available to take your call please leave us a voicemail and a member of staff will be in touch. Once a booking has been made you will receive an email confirmation as well as an email allowing you to create a password so that you can login to your online account to manage your bookings.

Managing your online account

Once you have created your first booking with us you will receive an email so that you can create an online account, you will be prompted to create a password. Once you have created your password you will be able to login to your account; when you have logged into your account for the first time you will be able to see when your next booking is. If you have any questions, queries or you need to re-arrange cleaning you are able to contact us to make the changes or complete the changes yourself on your online account.

Requesting a change in cleaning dates

We ask that any changes to bookings are made with at least 24 hours notice. There may be a charge of £25.00 if we do not receive enough notice. Please complete a support ticket on your online account, email info@maidmyhome.co.uk or call 01206 585045 if you need to change the cleaning date for any reason. You can also select another date through your online account.

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 or you can login to your online account and by clicking on the top right drop down menu and selecting “billing” you will be able to add your card details onto the system. The payment for the clean will be taken on the day of the clean.

Can I give you my key?

We do not take any keys, we are able to fit a police approved key storage that is placed on an outside wall on your home however if cleaning is cancelled within the first three months you will be charged for the key safe. You can also leave a key in a safe place and let us know where it is stored or alternatively you can let our cleaners in.

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. All of our cleaning includes equipment, insurance and our supplies. We charge £18.00 for a one-off clean, £17.00 for a fortnightly clean & £16.00 for a weekly clean.

Do you provide the cleaning supplies?

We provide all of our own safe cleaning supplies, we do not want you to worry about leaving products out or having to go out to re-stock supplies!

Extra services

We are able to offer extra services on top of our regular cleaning, you can opt to have your inside windows, inside cupboards, inside fridge, inside oven or carpet cleaning added on as extra services. Either call 01206 585045 to discuss the extra services or you can add on extra services through your online account.

POLICIES

Do I need hot water & electricity?

Yes! To be able to kill germs effectively we will need both hot water & electricity whilst we are at your home; as you can understand we will not be able to clean without electricity, our hoovers do not run on air! We will also need hot water to ensure that your home is cleaned properly. If we attend your property and find that there is no hot water or electricity we reserve the right to charge a £25.00 call out fee.

Do I have to be at home when my cleaner comes?

No, all our cleaners are fully vetted and experienced cleaners so can be left to work independently in your home. We just need access to your home and the areas you’d like us to clean. Our clients provide entry to their homes in many ways, such as providing a key ahead of time, permitting neighbors to let us in, leaving a key in a lockbox at the residence, etc. When finished, our cleaners will lock up your residence and return your key to your preferred location.

What happens if the clean is going to take longer than expected?

We charge an hourly rate and we will stay until the job has been completed, we don’t cut corners and we want to make sure that we are achieving high results for all of our clients. If you specifically ask us to clean for a certain amount of hours and we get to your property and we feel that it is going to take longer to clean we will manage your expectations and discuss if you would like us to stay for longer to finish the clean. If you have under estimated how long you feel the clean should take we will make you aware of this however if you decide against us staying for longer so that the job can be completed you will not qualify for our 100% satisfaction guarantee if you are not satisfied with the results.

When do I have to pay a deposit?

If you are a regular customer we take payment after the clean has been completed so you do not need to worry about paying a deposit. We take a £25.00 deposit for any one-off cleans, this will be deducted from the booking total at the end of the clean.

NOT SATISFIED?

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 ask that if any damage is caused during the clean please email info@maidmyhome.co.uk with the information within 24 hours of the damage occurring, please attach images. We are fully insured. Any claims made after 24 hours will not be accepted.

Cancelling your services

If you would like to cancel your services please email info@maidmyhome.co.uk or call 01206 585045

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