Questions Frequently Asked

Here you’ll find a list of the questions we’re most frequently asked here at Kleen. Do you have a question we haven’t mentioned here? If so, please don’t hesitate to get in touch.

FAQ

Does your company invoice out?

We will send an invoice for your services prior to your booking, but please know that our general payment process is cash , card or bank transfer. Once only cleans and end of lease cleans require pre payment.

Regular clients payment can be made on the day or by prior arrangement.

Airbnb clients please contact us for billing details.

When will my cleaner arrive?

After your booking has been confirmed, you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival. This will indicate when you should expect the cleaner. Please note there may be an arrival window, and the team will arrive between these times and then start cleaning.

What will my cleaner bring to the service?

All of our cleaners offer the option of being fully equipped with their own cleaning equipment and supplies. However, if you would like a particular product or equipment used in your home you are more than welcome to leave it out for the cleaner. All of our cleaners are advised to disinfect and change all clothes and sponges in between services and they are to use different clothes for bathrooms, kitchens and common areas.
and make sure to add any relevant details or information that you want to share with your visitors.

Do I have to be home during the service?

This is entirely up to you – you can be there for the service, let the cleaner in and leave, or even not be there at all. You are more than welcome to provide access to your cleaners by way of a key/lockbox. If a Emotional Support Dog is going to be present, please let us know prior so we can inform your cleaner.

Can I give the cleaner a key?

Our office keeps the keys onsite in a safe , they are allocated when required to our cleaners. We strongly enforce only a reference code relating to the address to be on the key tag. Strictly no phone numbers, addresses or full names are to be on the keys at any time, so they cannot be traced back to the property. Another great option and a popular one, is using a key safe from any hardware store for your property and provide us with the code.

FAQ

If we haven’t answered your question here, please contact us for more information about our cleaning services.

What if I am not happy with my service?

We appreciate all feedback we get, whether it’s positive or negative. If you are not satisfied with your service, please contact us immediately via email or phone with details regarding what might have been an issue and include all relevant photos. We will then proceed with our 100% satisfaction guarantee, and aim to provide a re-clean within 2-4 days of the initial service for any missed/unsatisfactory areas and/or look at an appropriate discount if required.

Will I get the same cleaner each service?

Generally, yes. We always endeavour to match you with a cleaner who will continue your service ongoing, however there are occasions such as public holidays, illnesses, emergencies and travel/holidays that may impact your usual cleaner being sent to your property. We always try our very best to give you plenty of notice of any changes made to your service, but unfortunately, there are things that are out of our control that may impact your service on the day booked. We can not guarantee a regular cleaner for occasional cleans due to scheduling issues.

How can I cancel my service?

You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: all cancellations must be made 1 business day before the service is to take place. If a cancellation is made within 1 business day, you may incur a fee which covers the cleaner’s loss of wages. Please note that if we can cover the cleaner’s time through re-allocating work. We can sometimes waive this fee, but on occasion the fee must be charged

Do you work on the weekend?

We work on Saturdays and Sundays as usual. On weekends if you need to speak with our team please just message and we will text/call you back.