Question 1

How do I get a quote?

Accepted Answer

Fill in the form, give us a ring or send an email. For regular cleaning and most one-off jobs we can price it from a quick chat about the property. For end-of-tenancy work, commercial contracts and anything unusual, we'll come and look first, or do it over video, so the price we give you is the price you pay. Quotes are free and come back within one working day.

Question 2

How far in advance should I book?

Accepted Answer

A week is comfortable for one-off cleans, and about two weeks for a new contract, since we need to survey it and put a team together. That said, void and end-of-tenancy jobs are usually urgent, so we keep some capacity free for short notice. Ring us and we'll tell you straight what we can do.

Question 3

Do I need to be there?

Accepted Answer

No, and most of our customers aren't. We can collect and hold keys under a written agreement, work with a key safe or lockbox, or sort access out with your agent, concierge or building manager. Alarm codes are stored securely and only given to the team attending.

Question 4

What's your cancellation policy?

Accepted Answer

Cancel or move a visit with more than 48 hours' notice and there's nothing to pay. Inside 48 hours it's half the visit. On the day, or if we turn up and can't get in, it's the full amount, because the team and the slot are already committed by then. Regular contracts can be paused for holidays with a week's notice.

Question 5

How do you work out the price?

Accepted Answer

On the job, not the clock. We look at the property, the state it's in, how easy it is to get around and how often we're coming, then quote a fixed figure against a written scope. You won't get billed for hours that overran, and we won't quote a cheap hourly rate that creeps up once we're in there.

Question 6

Why isn't there a price list on the site?

Accepted Answer

Because a three-bed end-of-tenancy in a bad state and one in a good state aren't the same job, and any rate we published would be wrong for one of them. A fixed quote against a written scope is fairer to you than a headline price with conditions buried underneath it. Ask us and you'll have a number within 24 hours.

Question 7

Are there any extra charges?

Accepted Answer

Only for things you've agreed beforehand. Specialist work like carpet extraction, oven deep cleans or floor sealing goes on the quote as its own line, so you can take it or leave it. If parking, congestion charge or waste disposal costs apply, they're on the quote too. Nothing gets added afterwards.

Question 8

When and how do I pay?

Accepted Answer

One-off cleans are invoiced when we finish and payable within seven days, by bank transfer or card. Contracts are invoiced monthly in arrears on 14-day terms. If your finance team needs a purchase order reference on it, we can set that up.

Question 9

Do you bring your own equipment and products?

Accepted Answer

Yes, all of it. Proper machines, colour-coded cloths so nothing gets cross-contaminated, and COSHH-compliant products with method statements on file. You don't need to supply anything and we won't use yours. If you'd rather we used a particular product in your property, just tell us and we will.

Question 10

What about children, pets and allergies?

Accepted Answer

Our standard range is low-odour and fine around children and animals once it's dry. We can work entirely with fragrance-free or plant-based products instead at no extra cost, just flag it when you book so the team turns up with the right kit. Tell us about any allergies and we'll put it on the property record.

Question 11

How many cleaners come, and is it the same people?

Accepted Answer

Depends on the property. A standard end-of-tenancy is usually two cleaners for four to six hours. For regular and contract work we put a set team on your property and keep them there. If someone's off we send a cleaner who's already been briefed on your list, and we'll tell you beforehand rather than after.

Question 12

What if something gets damaged?

Accepted Answer

We'll tell you straight away, before you find it yourself. We carry £5m public liability and anything accidental goes through that. Our teams also photograph damage that was already there when they arrived, which has saved a few deposits over the years.

Question 13

Are your cleaners vetted?

Accepted Answer

Every one of them is employed directly by Kleanera, DBS-checked, reference-checked and right-to-work verified before their first shift. We don't subcontract. They're trained on our system and they're in uniform, and you can ask who's attending your property whenever you like.

Question 14

Are you insured?

Accepted Answer

Yes, £5m public liability and employer's liability cover, and we'll send the certificates over on request. If you're a managing agent or a commercial client we can send them straight to your compliance team, along with our risk assessments and method statements.

Question 15

What's the satisfaction guarantee?

Accepted Answer

If any part of a clean doesn't match what we agreed, tell us within 48 hours and we'll come back and put it right at no charge. There's not much room to argue about it either way, because what we agreed is written down.

Question 16

Which areas do you cover?

Accepted Answer

Nottingham and roughly twelve miles around it: the city centre, West Bridgford, Beeston, Wollaton, Sherwood, Mapperley, Arnold, Carlton, Gedling, Hucknall, Ruddington, Clifton, Stapleford, Long Eaton, Bingham and Ilkeston. Just outside that? Ask anyway. We'll often travel further for contract work.

Everything people ask before booking.

Booking & scheduling

Pricing & payment

On the day

Standards, staff & cover

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