Key Points

• No time quoted is guaranteed – Naturally sometimes cleans can overrun and sometimes traffic can be a real problem.
• You must inform us more than 24 hours in advance to a clean commencing if you wish to cancel that clean or you will be charged. You will also be charged if we cannot access the property.
• Invoice payment is due upon receipt between 26th – 28th of every month. Please pay promptly to ensure we can pay our staff.

Expectations

• We try to ensure that we arrive on time but sometimes it is simply not possible. Please be patient if you are waiting in for us to arrive. If you can provide a key, that would help both us and you so that access to the clean is not dependant on you being present – it also means you won’t be charged for a clean if we arrive and cannot gain access. We do carry key insurance which a copy of can be obtained if required – just ask. 
• Proudly, our staff are made up of working mothers and with that brings a caveat – poorly children. Either the staff or their children can become poorly which means it may not be possible for them to service your scheduled clean and whilst we make every effort to ensure we get to you, the clean may have to be rescheduled or cancelled. Of course, you will not be charged if the clean has to be cancelled because we were unable to make it.
• Our  staff know what is expected with every clean and they try their best to fulfill that expectation but sometimes, as we’re all human, mistakes can be made or they can simply miss something that they would normally do. If this happens, firstly please contact us and we will do what we can if a remedy is required, but most of all please be patient and polite. We promise to put issues right, but sometimes it cannot be rectified immediately.
• Our staff are trained, DBS checked, insured and very friendly. Please extend your courtesy to them when they are in your property. Sometimes we can all be having a bad day and it can be made a whole lot worse when you are spoken to rudely and abruptly. The mental health of our staff is of the utmost importance to us and rudeness and abuse will not be tolerated. 
• We would also kindly ask that you do not follow the staff around whilst they are cleaning – put yourself in their shoes. If you were at work and being constantly followed you would become uncomfortable and frustrated pretty quickly. We respect you and your property and our staff are honest, hard working people.

Thank you for taking the time to fill in the required details and read the previous text. It’s all a little bit boring but essential so that we can all be on the same side. Ultimately our one and only goal is to clean your house to the highest standard to give you more free time to concentrate on the less tedious things in life. 

We hope that we live up to your expectations and we look forward to a long relationship with you.

With Love

Helena