Frequently asked questions
How do you access my property?
Access details lockbox, smart lock, key safe or key collection are recorded on a confidential Property Information Sheet when you set up your service. Access information is never shared or duplicated without your agreement.
What's included in a standard turnover?
General cleaning of agreed rooms, bathroom and kitchen cleaning, floor cleaning, bin removal, a linen change using host-supplied linen, restocking using host-supplied consumables, and a final guest-ready check. See our Services page for the full list.
What's your cancellation policy?
More than 24 hours' notice: no charge. Less than 24 hours: up to 50% of the agreed fee. Same-day, or after the cleaner has begun travelling or arrived: up to 100% may apply. Full details are on our Cancellations & Refunds page.
How is pricing worked out?
Guide prices are based on property size and number of bathrooms see our pricing table. The final price is confirmed based on condition, location and any additional requirements.
Do you provide cleaning products and linen?
Standard turnovers use host-supplied linen and consumables. We recommend keeping two or three complete linen sets available for frequently booked properties. Cleaning equipment is agreed with you when your property is set up.
What if something's damaged or missing?
Every visit includes a property check. Any damage, missing items or maintenance issues are reported to you promptly, usually with photographs.
What if I'm not happy with a clean?
Report it as soon as possible, ideally within 24 hours, with your property address, the date of service and photos if you have them. We'll acknowledge your complaint within one business day and investigate fairly. See our Cancellations & Refunds page for the full process.
Do you work with hosts who have multiple properties?
Yes we work with portfolio hosts, short-let operators, landlords, serviced accommodation providers, estate agents and relocation companies, with custom pricing available for recurring or multiple bookings.