Are you insured?
Yes we have a comprehensive public liability cover. Our insurance policy will cover any accidental damages to your property caused by our cleaner up to 1 million pounds.
Our insurance policy will also cover theft and key loss. Copy of our insurance policy is available on request.
There is a £50.00 excess on all claims which is not covered.
What areas do you cover?
RICHMOND AND SURROUNDING AREAS:
TW1, TW2, TW9, TW10, SW12, SW13, SW14, SW15;
CHISWICK AND SURROUNDING AREAS:
W3, W4, W5, W6, W8, W11;
KENSINGTON AND SURROUNDING AREAS
W8, W6, W10, W11, W12,W14, SW7
PLEASE GIVE US A CALL TO CHECK IF WE HAVE AVAILABLE
CLEANERS IN YOUR AREA, IF NOT MENTIONED ABOVE.
Do you charge per hour or per job?
All our domestic services ( regular, one off, contract cleaning, ect) are charged by the hour. Please email us to request our rates for the specific service you require.
Can you clean my property when I am at work?
Yes, of course. That is actually preferred by the cleaner, otherwise working around the customer slows down the process. Our cleaners are vetted and trustworthy and it is absolutely secure to leave keys with them. They are very responsible.
Can you collect my keys from a different address?
You can request key collection from a different address. However, a charge upto £10.00 may occur for transport and time use expenses.
How long will it take to clean my house?
That is a question that is not easy to answer because some properties take longer than others. You need to estimate how long it will take you to clean it to get an idea. Additionally if you require ironing, bed linen change or laundry done, you have to allow sufficient time for that too.
What happens if I am dissatisfied with the cleaning service?
In the unlikely event of dissatisfaction with the cleaning our cleaning operative will be asked to re-do the job free of charge.
Are there any extra charges I have to pay e.g. parking?
Our cleaners use public transport in 90% of the cases. If the cleaner drives, you will have to provide parking.
How soon can you send a cleaner?
It depends on availability. We will try to arrange a cleaner within 48 hours from your enquiry.
How do we pay?
You can pay in cash directly to the cleaner or by standing order through the agency.
What happens if you cannot provide a cleaner on the day?
You must let us know what your preferred day for the cleaning is and we will check if there is a cleaner available on that day. If there is no cleaner available on that day, we will offer you a cleaner on a day closest to the one preferred by you .
Do you provide cleaning materials?
Regular cleaning: Generally, we do not provide cleaning materials for the regular domestic cleaning. The customer must provide cleaning materials and equipment in good working order. However we can provide everything needed on request, of course additional charge will apply.
One off cleans: It is common that we provide the cleaning materials and equipment for the one off, contract and builders' cleans. Charge applies.
Do I have to provide specific products for the cleaners?
Every cleaner has preferences with regards to cleaning products she/he uses. At the start we will email you a list with the cleaning products the cleaner will need.
What happens if the cleaner is unable to come to work due to illness or holidays?
If the cleaner cancels a visit, due to illness or holiday we will do anything in our power to arrange either for her/him to come on a different day or if that is not possible - to book a replacement cleaner for you. Unfortunately it is rarely possible to arrange a replacement cleaner within 24 hours from the cancellation.
Do I pay the cleaner when she/he cancels a visit?
If you miss a visit due to cleaners illness or holiday, you are not obliged to pay her/him. However if you choose, you can do so. Please have in mind the cleaners are only paid when they work.
Do I pay the cleaner when I cancel a visit?
If you cancel a visit in less than 24 hours, we would request you to pay the cleaner for the missed visit. Otherwise you are not obliged to pay. However please do have in mind that the cleaners depend on you. They are paid by the hour and if you cancel a visit, she/he loses money. They would gladly do a spring clean or some extra jobs, while you are away on holiday, rather than been cancelled.
How do I get reimbursed if I pay by standing order?
We can refund your payment. For that we will need your bank details.
What are your cleaners' working hours?
Our cleaners work any day of the week from 7am to 8pm including Public and Bank holidays. Cleaners can finish later than 8pm if agreed with URClean.
What are your office working hours?
Our customer services team will take your call Monday to Friday, 9.00 -5.00 pm.