We Look Forward to Seeing You Soon!
We look forward to providing you an excellent service, and giving you the time back that you deserve.
Still Have Questions? Our Staff Would be Happy to Assist You.
When will I get confirmation for my booking?
The confirmation timing depends on the availability of cleaners in your area and the type of cleaning service requested. If your chosen time is not available, the Tidiy team will promptly contact you, offering the closest available alternative.
Do I need to be at home during the cleaning?
When scheduling a booking, you have the option to leave comments indicating if you won’t be at home during the cleaning. However, it’s essential for someone to provide the cleaner with access to the property before the cleaning commences.
It’s important to note that if you’re not at home, verifying whether the cleaning meets your expectations can be challenging since you won’t have had the opportunity to inspect the job before the cleaner leaves.
Please keep in mind that if the cleaner is unable to access the property, charges will apply in accordance with our Cancellation Policy.
Can I book a team for the weekend?
Yes, our services are available 7 days per week, even on weekends and bank holidays.
What if my cleaning falls on a holiday?
We observe the following holidays:
- New Year’s Day
- Good Friday
- Easter Monday
- Early May Bank Holiday
- Spring Bank Holiday
- Christmas Day
- Summer Bank Holiday
- Christmas Day
- Boxing Day
If your regular cleaning falls on one of these holidays, or its official substitute bank holiday, we will contact you in advance to reschedule. On all other holidays, your cleaning will take place as scheduled unless you cancel your service or we notify you otherwise.
Do I need to arrange parking?
Parking is only required for our End of Tenancy, Carpet & Upholstery, and After Builders cleaning services. Please provide a parking space suitable for a minivan within 150 metres of the property so our team can unload their equipment easily.
If you need vehicle details to arrange a parking permit, please contact us at least 24 hours before your scheduled service.
Do the cleaners provide equipment and cleaning products?
If you don’t have your own cleaning equipment or products, please select this as an add-on during check-out. An additional charge applies.
About Payment
Can I pay in cash for my booking?
We accept debit and credit cards. We do not accept cash payments to keep transactions secure and transparent.
How do I pay for my cleaning service?
We accept debit and credit cards only. Payments can be arranged through our website or over the phone.
When your booking is confirmed, the estimated service amount is pre-authorised on your card. This places a temporary hold on the funds. Your card will only be charged once the cleaning service is complete.
What should I do if I’ve been charged incorrectly?
We’re sorry for any confusion. Please email [email protected] with your booking details and the amount charged. We’ll review your payment and resolve any errors as quickly as possible.
Can I change my payment details?
Yes, you can update your card details and personal information on your account. You can save up to two cards and choose one as your primary payment method. Your primary card will automatically be used for all upcoming bookings.
Complaint Procedures
What should I do if my cleaner doesn’t arrive?
We’re sorry for the inconvenience. Please contact us via live chat or email [email protected] so we can investigate and make every effort to rearrange your cleaning for a time that suits you.
What should I do if an item is missing?
If you notice an item is missing after your cleaning, please contact us at [email protected] with your booking details and a description of the item. We aim to respond within 24 hours and resolve the matter within 2–5 days.
All our cleaners undergo background checks. For peace of mind, we recommend storing valuables, including cash, credit cards and jewellery, in a secure place before your cleaning.
What should I do if my cleaner acts unprofessionally?
We expect all our cleaners to behave professionally and respectfully. If your cleaner falls short of these standards, we sincerely apologise.
Please contact us via live chat or email [email protected] with your booking details, a description of what happened and any relevant photos, if available. We’ll investigate your concerns and work to resolve the issue promptly.
What should I do if I’m unhappy with the quality of my cleaning?
We’re sorry if your cleaning hasn’t met your expectations. Please email [email protected] within 48 hours of your service, including your booking details, a description of the areas you’re unhappy with and supporting photos.
We aim to respond within 24 hours and resolve complaints within 2–5 days. We’ll review your concerns, speak with your cleaner and propose a suitable solution once we’ve gathered the relevant information.
Booking
How long does a cleaning service take?
The time needed depends on the type of cleaning service, the size and condition of your property, and any specific tasks you’d like completed. We’ll help you estimate how much time to allow when you book.
When will I receive my booking confirmation?
Confirmation times depend on cleaner availability in your area and the type of service requested. We’ll confirm your booking as soon as a cleaner is assigned. If your preferred time is unavailable, the Tidiy team will contact you promptly to offer the closest available alternative.
Do the cleaners provide cleaning equipment?
For Regular, One-Off and Deep Cleaning services, please provide a vacuum cleaner, mop and bucket unless you have added equipment to your booking before confirmation.
For Carpet & Upholstery, End of Tenancy and After Builders cleaning services, we provide all the necessary equipment.
Are your cleaning services insured?
Yes, all our cleaners are fully insured.