Service Area

• Emergency and same-day cleaning is available within the M25, London

• Jobs outside London may incur a travel fee

• Clients must arrange visitor parking where possible

• Parking and Congestion Charges (if applicable) are payable directly to the cleaner on arrival

Booking & Arrival

• Minimum booking time is 3 hours

• “Arrival time” refers to when the cleaner starts on-site

• Minimum arrival time after booking and payment is 1 hour 30 minutes

• Shorter arrival times cannot be guaranteed

Scope of Emergency Cleaning

• Emergency cleans focus on the priority areas selected during booking

• Completion of the entire property is not guaranteed within 3 hours

• Additional areas or tasks may require extra time

• Emergency cleans cover internal areas only

• External areas and outside window cleaning are excluded unless agreed separately

Equipment & Materials

• Cleaners provide all standard professional cleaning materials

• Clients are kindly asked to provide:

  • A vacuum cleaner

  • Mop and bucket

Payments

• Payment is made securely via Stripe

• The 3-hour minimum must be paid once a cleaner accepts the booking

• Additional hours must be paid before the cleaner continues beyond the booked time

• A payment link will be provided if extra time is required

Access & Waiting Time

• Access details must be confirmed before dispatch

• If access is not available at the agreed arrival time:

  • The cleaner will wait up to 15 minutes

  • After this, waiting time may be chargeable or the booking may be cancelled

Cancellations & No-Shows

• Free cancellation up to 2 hours before arrival

• Late cancellations or no-shows may result in the full 3-hour minimum being charged

• Delays caused by incorrect access details or address may be chargeable

Exclusions

Emergency cleaning does not include:

• Biohazard cleaning

• Mould remediation

• Hoarding-level waste

• Needle or sharps disposal

• Heavy lifting

• Exterior or high-level window cleaning

These services can only be arranged separately by request.

Cleaner Availability

• Requests are sent to available cleaners within your area

• If a cleaner accepts, you will receive confirmation and be prompted to pay

• If no cleaner is available, you will be notified promptly

Quality & Complaints

• Before-and-after photos may be taken for quality assurance

• Any issues must be reported within 24 hours, supported by photos