Frequently Asked Questions
For customers
How to manage your bookings
We make it easy for you to manage your bookings. You can edit, skip or cancel your cleans by sending us an email or giving us a call.
Go to contact on top of the page and get in touch with us.
You can edit individual cleans or your entire schedule. To change time or date are fully flexible until 18:00 the day before your next clean.
You can contact us to reschedule or cancel the clean before this time without incurring any charge.
Go to Get Started on top of the page and fill out a request form.
Someone will be in contact with you as soon as possible.
We can match you with the most highly rated cleaner in your area if you would like to try another cleaner. We can help you find a new cleaner or request a cleaner from the past if you would like.
Click Get started in the menu and leave a note if you request a different cleaner you can also reach us on Contact page in the menu.
If you are happy with the cleaners previous job then we will try and send the same cleaner again.
Go to Get Started on top of the page and whilst making a booking you can put the cleaner’s information into the notes.
If they are not available not to worry our expert cleaners are vetted and have minimum 6 months experience.
Let us know if you no longer need your regular clean for a while so we can skip or reschedule individual cleans.
You can do so by going to contact on top of the page and get in touch with us.
If you’re booked in for a clean you’ll be receiving a confirmation email with all the details and who will be coming to clean.
You’ll be notified if your cleaner goes away by email and if any cleans are affected by their holiday dates.
Go to Get Started on top of the page and fill out a request form. This is the best way to book a clean with your cleaner before or after their break, or to arrange a cover.
Need a little extra time? Add it to your upcoming clean(s) until 18:00 the day before your next clean.
To ensure you are billed correctly changes to date, time or hours of cleaning should be communicated to us directly through phone or email.
Our cleaners will always aim to complete a job within the estimated time. However, if additional time is needed to complete the job on the same day, your cleaner will discuss this with you and, if approved, continue working. You will be charged for every 30 minutes over the initial agreed-upon time.
If the Tradesperson is unable to complete the job on the same day, we will send you an updated quote for approval and arrange a date that works for you.
You can book more than one cleaner at the same time.
Book as many services as you need all at once. Just make your first booking for the preferred date and time, then go back through the booking process again for additional dates and times.
Go to Get Started on top of the page and fill out a request form. Just make your first booking for your preferred day and time and then go through the booking process again to make a second, third or more booking with another cleaner.
Alternatively you can also make the request on email or phone and we will arrange a team of cleaners.
You can book at any time, up to 18:00 the day before you want your next clean.
Cleaners we work with are independent contractors. It’s worth bearing in mind that the cleaners won’t have experience working together as a team, and may arrive at different times within the arrival window.
We have lots of customers who want to book a cleaner to come a few times per week, or even daily. So can certainly help!
When you make a booking we’ll ask you how frequently you’d like cleans. To request more than one clean per week, simply select the More than weekly option, and you’ll be prompted for a little more info about the arrangement you’re looking to set up.
Our supports team will then look into the options for you and be back in touch via your contact details.
You can leave cleaning and access instructions for your cleaner in your booking. At the end of the booking there will be a note section where you can leave a detailed instruction.
You can include instructions on how to find your property, locking & unlocking the property, alarm instructions, Information about your pets, on where to find your vacuum, mop, cleaning products, iron etc.
You can leave cleaning instructions for all-time, for just one clean, or for all cleans until a specific date.
You can email or call us if you need to update or change any instructions.
Manage your account & bills
When a booking is made an invoice will be emailed out to you. Once payment is received you will received a confirmation email with all the details of your booking.
We accept Visa, Mastercard & American Express payment cards.
Confirmed bookings automatically receive an invoice sent via email.
The London Living Wage is currently £11.05/hour. And our cleaners are always paid according to London living wages.
You can also tip any amount you’d like by rating your clean before 23:00 on the day of the clean. Here’s more info on how that works
If you would like to change your details you can do so by getting in touch with us by email or phone.
Once the cleaning is done, you can leave a tip by replying to the rating email that we will send you. Review the experience with a star-rating out of 5, leave a comment, you also have the option of adding a tip.
Tipping your cleaner is possible until 23:00 on the date of your cleaning service.
The cleaner will receive the entirety of the tip you provide.
They will be able to see the tip and your review in their reviews section. You are able to rate your clean for a period of up to 3 days after the clean took place.
We use a reliable third party, Stripe, to handle payments.
Stripe is trusted by globally over 100 countries and handling billions of pounds worth of transactions annually. The payment card form is encrypted with 256-bit SSL and is PCI compliant.
For further information, please visit the Stripe website here.
Once a booking is confirmed you will receive and confirmation email with the bank details to make the payments on.
We accept Visa, Mastercard and American Express payment cards. We’re unable to accept any pre-paid cards though.
Your referral code is your email, you can share your referral code by email, social media or in person.
Here’s how that works:
- You gift friends £10 of cleaning credit to use of cleaning.
- Which they can use in the referral section whilst booking a clean.
- When they complete their first clean, you’ll get a £10 of cleaning credit to use against our regular cleaning service
- There’s no limit to how much credit you can use. So share your code far and wide
Get help with a clean today
We apologize for any inconvenience caused by the delay of your cleaner
The best way to find out when your cleaner will arrive is to contact us and we will follow up the whereabouts of your cleaner.
Unfortunately sometimes cleaners get delayed in-between cleans. We try our best to give them plenty of time between their cleans so they arrive on time.
If their arrival time is too late, just let us know. We can arrange to reschedule the clean for you and if preferred to find you a different cleaner.
You can see your cleaners arrival time in your booking confirmation email, and the reminder email that you were sent the day before your clean.
If your Housekeeper is running late or hasn’t arrived, please contact the support team.
If you’re not able to reach our support team then leave us an email and someone will be in touch with you as soon as possible, let us know and we’ll help.
Contacting support is quick and easy. Simply fill out our contact form and one of our team members will respond as soon as possible.
We’re generally pretty good about answering emails during working hours and will try to respond with in 48 hours. We’re open 08:00-18:00 Monday-Sunday.
We’re sorry if the quality of your cleaning didn’t go to plan. We have an amazing customer service team who are always happy to help and resolve any queries you may have. Feel free to contact us regarding any issues with your clean.
We have a guarantee in place, which means if you aren’t 100% satisfied with our services, we will redo the job free of charge. We will need pictures of any areas that were missed.
Complaints need to be raised within 72 hours after the clean and we will work together to rectify the situation.
We’re very sorry if your recent cleaning wasn’t up to your standards. Our team is fully committed to making things right, so please contact us as soon as possible if you have any issues.
We recommend doing this within 72 hours of the clean, so that we can address the problem while it’s still fresh in our minds.
Please include photos and details of any areas that were missed, so that we can make sure they’re taken care of immediately. Thank you for your understanding.
If any damage occurs during the cleaning process, it must be reported to We Clean Now within 72 hours. Doing so will open an official case and further information and photographs may be requested.
Reporting
Damage can be reported either through telephone or email. Note that all communication following the initial report will be moved to email for clarity and to ensure a written record. We Clean Now must be provided with full information within 48 hours of the initial report. Without this information, We Clean Now may have difficulty investigating and determining an appropriate form of compensation.
Please keep in mind that your cleaner would not be held responsible for any damage due to faulty goods, wear & tear, or reasonable use of equipment/products.
Compensation
We understand that accidents happen and sometimes items can be damaged as a result. In order to help our customers in these situations, We Clean Now offers compensation for any items that may be damaged during our cleaning services. In order to verify the purchase of a damaged item, we may require a receipt or bank/card statement.
Once we have this information, we will assess the compensation that is due. When determining fair compensation, we take into account depreciation and wear and tear. We also follow industry benchmarks to ensure that our customers are receiving fair compensation.
- Electronics, 20% annual depreciation of value
- Clothing/garments, 33% annual depreciation of value
All compensation is offered in non-refundable credit to be redeemed against our regular cleaning service. £300 in credit is the maximum we can award.
We’re sorry to hear that you were affected by one of these cancellations. We know that cancellations can be disruptive and we do our best to support cleaners so they can provide a reliable service. However, there are sometimes unavoidable emergencies that come up.
Our responsive support team will be more than happy to help you book cover by phone or email. Alternatively, We also offer credit for future bookings, or a full refund if you decide you don’t need a clean right now.
Assuming there is still time left over after your cleaning is done, you can use that extra time to do some other tasks like watering the plants or cleaning the windows from the inside.
If both you and your cleaner agree that it’s okay to leave early, then they can finish up.
Just keep in mind that there is always a minimum booking time of 2 hours to make sure that the cleaners are being paid well and covering their costs.
If you need further help, please get in touch via the Contact page in the menu.
Access & spare keys
There are several ways to provide access for your cleaner.
- You can be home to let them in
- Give them access through a concierge
- Use a key safe or hidden key
Cleaners are required to return keys to their original location. You can change these instructions at any time by phone or email.
For security reasons, it is not recommended that you give your cleaner a spare key.
After your clean is complete, your cleaner will lock up according to any instructions you provided and then return the keys. We thoroughly vet and background check all cleaners who join our platform so that customers can feel confident and safe.
If you give your cleaner a spare key to your home, that is an agreement between yourself and the cleaner. We Clean Now is not responsible for any potential problems that may arise from this agreement. If a cleaner abuses their access to your home through your spare key, this is a criminal matter and We Clean Now would be happy to assist in any investigation, but would not be held responsible.
In the event that keys are lost, We Clean Now will cover the cost of having new keys made. We would not consider there to be a security risk to your home. However, if there is significant evidence that a security risk is posed by lost keys, We Clean Now would be open to discussing a change of locks to ensure security.
Compensation for either lost keys, or a change of lock, is limited to £100.
About your cleaner
To get the most out of your clean and get the best experience we have outlined few tips below to get off to the best start.
Please include important information about your home and cleaning needs when requesting a booking. This will help us pair you with the right cleaner and ensure that they are able to provide the best possible service. For example whether or not you have pets or where your cleaning equipment’s are located.
Ensure that your cleaning products fully stocked (if you are providing it) and equipment’s are in working condition i.e. vacuum cleaner before your first cleaning session. This will help to ensure a more thorough clean.
Make sure you book enough time for your cleaning needs. We typically recommend two hours for a standard clean, with an additional 30 minutes per extra room. But remember – you know your home best. If there are areas which may need a bit more attention, please take that into account when making your booking that way, your cleaner can take their time and do a thorough job. If you’ve booked a shorter clean, be sure to leave instructions about what rooms are most important to you and which can be skipped.
Check your booking to make sure the access method is correct. If you have chosen “key safe” or “hidden key” as your access method, please remember to leave the key out on the day of the cleaning. We send a reminder email the day before, so this is a good time to double check that everything is in order. Thanks!
If you need to skip or reschedule a clean, please try to give as much notice as possible. This way, your cleaner will have time to find another booking and won’t lose earnings. If you find that your regular slot isn’t working for you, you can always adjust it to a time that better suits your needs.
When you schedule a cleaning with us, we’ll match you with the best local cleaner available at the time that works for you. All of our cleaners are experienced professionals with at least six months of experience.
Plus, they’ve all been vetted and background-checked by our team.
All our cleaners have at least 6 months professional cleaning experience and have great ratings from their previous customers.
We thoroughly vet and background check all cleaners who join our platform.
This includes:
- Online or in person Interview
- Basic criminal record check
- Proof of address and ID check.
- Previous employment references
We also monitor our cleaners progress through our customers reviews and feedback to ensure we provide 5* service.
When requesting a booking, please let us know if you have any pets. We will then match you with a cleaner who is comfortable working around pets.
However, cleaners will not be able to take care of your pets or empty/clean their litter trays.
At We Clean Now, we believe that everyone deserves an equal-opportunity regardless of gender.
We will match you with the best available cleaner at the time you’ve chosen.
If you have any issues or need to change your assigned cleaner, feel free to reach out to us and let us know. through the contact page on the menu.
We will try and match you with the same cleaner for your regular recurring cleanings.
If your previous cleaner isn’t available then not to worry all our cleaners have at least 6 months professional cleaning experience and have great ratings so you’ll get the same 5* experience.
We will send you an email where you can rate the clean anytime in the 72 hours after the clean has finished.
If you were happy with the service you can give a 4* or 5* rating and leave a message to your cleaner. You could also tip your cleaner, to do so you need to rate the clean before midnight on the day of the clean.
If you were not satisfied with the clean, please let us know so we can make improvements in the future. Thank you for your feedback!
We Clean Now services
We offer a variety of home cleaning services on a regular or one-off basis. These include end of tenancy and deep cleaning, amongst others.
You can learn more by clicking on our services on the menu page.
End of tenancy
Deep clean your rental property and remove ingrained stains including lime scale it is perfect for someone that’s just moving in or moving out and want to make sure they get their deposit back.
Deep clean
Getting deep down into all the nooks and crannies to remove deep-rooted stains and limescale for the difficult to reach areas. For when needed a thorough clean than a regular clean.
Regular clean
General tidy up everything from the kitchen to the bathroom to the bedrooms.
At the moment, we are live in London. We will have some exciting news about expanding to new locations soon!
We Clean Now is a great service for both landlords and property management companies. Whether you’re a one-time customer or need regular cleaning services, we have the perfect solution for you.
For the property management industry who need a clean on a long-term basis, you can reach us by clicking on contact on the menu page, fill out the form and we’ll get in touch to discuss pricing and benefits of upgrading to a corporate account. We can answer any other questions you have.
If you’re looking for a one-time clean, you can book as normal. Just fill in a few details on our online form and we’ll match you with the best local cleaner.
We can provide office, shop and commercial cleaners that can be scheduled for morning, afternoon or evening visits.
To make a commercial booking please fill out our form that can be found on contact page on the menu.
Please let us know if you have any other specific requirements your cleaner should follow.
Please note that our cleaners are unable to clean any food preparation areas as they do not have the appropriate certification.
Whilst making a booking you can add notes in the instructions section letting us know if you require specific cleaning such as for hardwood, marble or granite.
Please make sure to leave detailed instructions and the appropriate cleaning materials for your cleaner to use.
If you are in doubt then we recommend that you consider hiring a specialist.
We Clean Now is a great service for both landlords and property management companies who manage long-term or short-term rentals such as Airbnb. Whether you’re a one-time customer or need regular cleaning services, we have the perfect solution for you.
For a long-term rental basis, please contact us and we’ll get in touch to discuss pricing and benefits of a regular account. We can answer any other questions you have.
If you’re looking for a cleaner for a one-time job, you can book as normal. Just fill in a few details on our online form and we’ll match you with the best local cleaner.
Are you in need of a thorough clean for your home or office? We Clean Now can help with our deep cleaning service and we can also help with end of tenancy clean!
This includes cleaning all surfaces, oven cleaning, inside window cleaning and more. Carpet and upholstery steam cleaning is also available as an optional extra. Get a quote and book online today!
Just fill in a few details on our online form and we’ll match you with the best local cleaner.
One-off cleaning services
So we can do a thorough job on the day with no delays, there are a couple things you can do to make sure the cleaners can start end of tenancy clean immediately.
- The team will need hot water and electricity to clean so make sure the utilities are kept on.
- Make sure the property is vacant so double check your moving dates. The team can only clean a vacant property.
- Only furniture that came with the tenancy should be in the property, apart of that the property should be empty. There can be no personal belongings in the property, all drawers and cupboards need to be empty. The cleaners cannot clean around belongings or boxes.
- 24 hours before the clean, fridge needs to be empty and freezer defrosted to ensure the team clean them.
- To ensure the property is clean for the next Tenancy. Make sure all repairs, replacements and maintenance is complete before the cleaners arrive to work on your home.
If you require any assistance on the day of your end of tenancy clean please don’t hesitate to go to our homepage menu and contact us.
So we can do a thorough job on the day with no delays there are a couple things you can do to make sure the cleaners can start the deep clean immediately.
- First and foremost the team will need hot water and electricity in the house to do the clean.
- Items on all the surfaces and floors that need to be cleaned/tidied up and put away as the team is not able to clean the area if too cluttered. This is also for steam cleaning carpets.
- To avoid any additional charge on the day let us know any areas that need special attention.
If you require any assistance on the day of your deep clean, please don’t hesitate to go to our homepage menu and contact us. And if you’re looking for help maintaining a clean home on an on-going basis after the deep clean, we offer regular home cleaning services as well.
You can make changes to your scheduled clean free of charge up to 48 hours before the cleaning is set to take place. Simply contact us if you need to reschedule, or cancel your cleaning. Just got to our home page menu and contact us.
If the team arrives and is unable to gain entry or start the clean, you will be charged the full price of the cleaning, or If you cancel or reschedule a cleaning after the cut-off time.