FAQs
General
We are a small but growing team of hardworking and dedicated cleaners (currently 9) who only want to leave your house looking its best. We started in July 2020 after needing a replacement job during the pandemic and it has excelled from there. In less than a year we have gone from 2 to over 50 happy clients and the list is still growing. Whilst we are still growing there will inevitably be some teething problems and ask that you bear with us but we will always keep you in the loop and try our utmost to get the job done. We are an honest lot and as you can see, we won’t pretend everything is always perfect and we hope that being upfront with you from the outset, unlike our competitors, will allow you to trust and support us as we grow.
Please see our services page.
We currently only cover Exeter and the surrounding areas – postcodes EX1, EX2, EX3, EX4, and EX11. If you live outside this area, please contact us and we will see what we can do.
As long as everything has a place and the washing up is done, that will ensure that we can spend the optimal amount of time making your house sparkle.
Absolutely not! We completely respect your privacy and whilst we are cleaning your home, please do as you normally would – we will ALWAYS work around you.
Yes. We bring our own hoover, mop/steam mop, cloths and cleaning products – there is no need for you to worry about any of that, we’ve got it covered.
As a starting point we charge £23.50 per hour. For this we provide all of the cleaning equipment and products to make your house sparkle, along with a smile, enthusiasm and most importantly professionalism. Note that the price is per man hour. We do pair up our staff, so for example, you may have a 3 hour weekly clean with 1 cleaner but in order to fit around other client schedules we may have 2 cleaners complete this in 1.5 hours, but a total of 3 hours have still been used to clean the property.
In short – Yes, but we are better than average – essentially you get what you pay for. We are reliable, hard working, friendly, adaptable, conscientious and like our clients, we believe we do an outstanding job. On top of this, we provide all of the cleaning equipment and materials so there’s no need to worry about leaving the hoover out, having a wet, dirty mop lying around, no dirty cloths to wash and no extra cleaning products to add to the weekly shop.
Expectations are always in the eye of the beholder and we will try our best to meet yours. When we clean a house we will always give you 100% and try our best to get the right balance of time spent in your property compared to what ‘actually’ needs doing. Please remember that all houses are different in size, condition and requirements – some houses may be very large but regular maintenance keeps them clean meaning that we may only need 2 hours every 2 weeks to keep it looking its best and another house could be a small house but not well maintained and need 3 hours a week. We would ask, where you can, before we arrive to clear the areas you want cleaning and take into account that we can only do a certain amount in the time you have asked us to do.
Absolutely! Why should you have to be in to let us in? All keys a registered in our key register and we carry key holder insurance so you know that we, but most importantly, you and your property are protected should something go wrong.
Yes, there is nothing more important to us than the safety of both you, your family and your property. Our staff are DBS (Disclosure & Barring Service) checked to ensure that they have no criminal convictions. Should any entries appear in an applicants DBS check, we will not hire them inorder to ensure we are only hiring the most trustworthy staff.
Yes, yes we are. Our insurance covers all aspects of cleaning services including breakages. damages, key holding, employers liability and public liability. Click on the following links to view our policies – Public Liability and Employers Liability.
It is unfortunate when anyone is sick, especially when we are providing a service you rely on. We will always try our best to fit you in but please be patient with us as sometimes this is not possible. We will of course keep you up to date as quickly as possible and try to arrange something that is suitable whlist your cleaner is sick.
We try our best to plan around every individual requirement of our clients and as such we have to remain as organised as possible so require a minimum of a weeks notice to change a date or a month to cancel our service.
Simple put – yes. This is in order to ensure you get the best possible service but also to protect our business. It is a very simple contract that is filled out online and emailed to you. Please note that acceptance of our services, is also acceptance and agreeance of the contract. You can request a copy of your contract by emailing us here.
Cleaning
This is your choice entirely! If you want to be home when we arrive, absolutely do so, but if you are at work, that is no problem, but bare in mind that we will require a key to access your property. We hold insurance that covers keys, so you can be assured that your key is safe.
Only if you are not going to be home. Some people prefer to have a key box mounted and others will have a key made for us, the choice is yours. If you do give us a key, we will attach one of our keyrings to it and store it in our key safe. Only the directors and supervisor have access to the list that matches your numbered key to you and our insurance covers key holding, so you are in safe hands. Please remember that if we attend your property and are unable to gain access, you will still be charged.
You will get much better value from your clean if you are able to make sure items are put away before we attend as this means we can focus on cleaning your property. If there are lots of items around the house, we will either make a small pile in each room or put them away for you if we know where they belong, but do bare in mind that this will eat into the time we have to clean.
This is a closely guarded secret… no, only joking. We primarily use products available in supermarkets and high street shops. We do this because it means your house will smell clean and homely when you arrive back, not like a chemical factory.
We do the best we can, but unfortuantely many Eco Friendly products on the market are not yet powerful enough to ensure your clean is done in the time given. We do not use harmful, abrasive products. If you wish for us to use Eco Friendly products, please let us know, but bare in mind that the clean may take longer and the products will need to be supplied at your cost.
Absolutely not! We supply absoultely everything required to complete you cleaning including a hoover, mop, bucket, cloths and cleaning products. If you want us to use a specific product in your home, this will need to be supplied by yourself and will not reduce the cost of the clean.
Billing
As a starting point we charge £23.50 per hour including VAT. For this we provide all of the cleaning equipment and products to make your house sparkle, along with a smile, enthusiasm and most importantly professionalism. Note that the price is per man hour. We do occasional pair up our staff, so for example, you may have a 3 hour weekly clean with 1 cleaner but in order to fit around other client schedules we may have 2 cleaners complete this in 1.5 hours, but a total of 3 hours have still been used to clean the property.
We invoice on a monthly basis, on the 20th, with payment being due on receipt and payable only by BACS.
You will be sent your invoice via email. If you are missing an invoice and or haven’t received it, please let us know and we will resend the invoice.
We invoice at the end of every month for regular cleans and on the day for one of cleans. Payment is due on receipt of it. Payment details are shown on every invoice which is via BACS. We can take payment by cash, card, cheque and PayPal, but BACS is preferable. Alternatively we can setup a Direct Debit via GoCardless – please note that direct debits are charged on 20th of each month to ensure funds are received by us in time for the end of the month
Absolutely. If you wish to pay by Direct Debit, please let us know. We will send you over a simple form to fill in online and then your good to go. Direct Debits are taken on 20th of each month to ensure funds are received in time for the end of the month.
We will show the amount of man hours taken to clean your property as a breakdown of each time we visit. So if you had a 3 hour clean, you might have had 2 cleaners visit for 1.5 hours which equals 3 hours in total. If you have any questions about your invoice please contact us via email at enquiries@dustbunnies.uk
Yes – All of our prices are VAT inclusive. unless stated other wise
Our VAT number is 495682141
Complaints
We try our very best to complete every house to the highest standard and to every exacting request but we are all human and we sometimes get it wrong. As the first instance contact us immediately on 01392 692090 or email us at enquiries@dustbunnies.uk and we will work to rectify the problem immediately.
