FAQ

The Ins And Outs of On Trend Cleaning

Is there a minimum length of time per clean?

Yes we have a minimum visit length of two hours. Your cleaner will be happy to do any laundry or ironing if required to make up the time. Clients who require less than 2 hours per week often opt for 2 hours per fortnight instead.
Do I need to provide cleaning products?

Yes, for all cleaning we ask that you provide the cleaning equipment and materials for your cleaner to use. This is because many clients have particular products which they prefer to be used. This also prevents cross contamination which can occur if equipment is used in multiple properties. If you need anything specific or would require further assistance for a deeper clean then please reach out to us on our contact form.
How are the cleaners vetted?

We are proud of our deep dive vetting procedures. Prior to our cleaners working for us we require full references where we counter check this by calling and checking into their character, trustworthiness, quality of work and reliability. We also employ a variety of other investigative measures. If we have any doubts or red flags are raised we will not employ them. Our name and reputation are very important to us and we robustly guard this.
Can the cleaner come whilst I am out of the house or at work?

Many of our clients prefer the cleaning to be done whilst they are away from the house. Most of our cleaners are keyholders for a number of our clients. Your key safety is of primary importance to us and we will never retain any addresses or locations at the same place as the keys. If you do not wish the cleaner to have keys then you should consider fitting a key safe , or letting the cleaner in prior to heading to work.
Can I change my cleaner?

Your satisfaction is our primary concern, if you are not content with your cleaner let us know and we will replace them from our vast array of staff.
Do you match cleaners to clients?

We consistently collect and analyse feedback about the performance of our staff. All our cleaners are given 360 feedback and hold the highest standards at their core. We work with both clients and cleaners to ensure they are allocated geographically accordingly.
What tasks are and aren't included?

We know that every client and there needs are unique and our cleaners will communicate with you as to what you require and what is and isn't possible within the required time. If you require a greater amount completed then you will be able to make the decision for future cleans.

Billing & Pricing

Find The Best Package For Your Budget

Payments Accepted

Payments are taken through the site or via invoice. All must be paid on issue. Our fees include the cleaners wage.

Cancellation Policy

Notice has to be given no later than a day before the appointment. Failure to adhere to this will result in non refund.

Our company reserve the right to reject cleaning a property if it puts the health of our employees at risk. We also reserve the right to cancel an appointment in case of accident or other unforseen circumstances, however we communicate this fully to you.

Claims

No refund claims will be covered and considered as valid once the service is completed and our operative has left the property.

It is considered the customers responsibility to inspect the premises upon completion of the service and confirm satisfaction.

We advise customers store away irreplaceable items in case of accidents. Whilst our cleaners are highly trained professionals and will respect your property as if it is there own, they are still only human and errors do occur.

We are not responsible for any existing damage to clients property in the form of old stains/burns/spillages.

Once the cleaning of the property has been completed, no refunds can be requested. In the extremely rare case you are not pleased with our service we request a written complaint within 24 hours. A thorough investigation process will be be carried out.

Before having a third party involved to clean the property, the client has to allow On Trend inspect the area which hasnt been completed to the clients satisfaction.

Please be advised that the cleaning of walls is not part of On Trends services, this is due to varying standards of surfaces and varying degrees of paint used.

Satisfaction Guarantee

At On Trend Cleaning, customer satisfaction is our top priority. We stand behind our cleaning services with a satisfaction guarantee, ensuring that you receive the highest quality care and attention. Your trust and happiness are at the heart of everything we do!