When are your cleaners available to work? Our cleaners are available to work 7 days a week, generally from 8am – 6pm.
Which areas in London do you cover? We cover zones 1-3 in central London.
Do you have insurance cover? Yes, we have a comprehensive £2m public liability insurance policy covering property damage, and £10m employee liability cover in case of injury of our cleaners within your property.
Do your cleaners speak English? Yes, all our cleaners speak and write excellent English. This is an absolute pre-requisite during our recruitment process.
Are your prices inclusive of VAT? Yes, all our prices are inclusive of 20% VAT.
How do I pay? Payment for one-off and deep clean services is in cash to your cleaner. We can email you a receipt post clean if required. For our regular clients, standing order payment is also accepted. Unfortunately we don’t take debit or credit card payment.
Do you provide the cleaning products? Yes, we provide all cleaning products as part of our service. We’ve tested hundreds of different products over the years, and only use the best in your property.
Can you provide a vacuum, mop or bucket? We ask you to provide a vacuum, mop and bucket, as all our cleaners use public transport. We are of course happy to recommend specific equipment to purchase if required.
Do I have to be at home during the clean or when they finish? For our first time clients, once you’ve let them in, you are free to leave our cleaner to get on with cleaning. We advise you to return at the end to check you are happy with the result.
Do you offer laundry and ironing services? Yes, all our cleaners / housekeepers are happy to help with any laundry and ironing requirements you have.
What happens if I would like the cleaner to stay on for longer? Occasionally, it may be necessary to stay on longer to cover the areas requested or alternatively you may wish our cleaners to stay longer to cover additional areas. In either case, once the additional time is agreed with the client, we are happy to ask our cleaners to stay on for longer at the standard hourly rate.
How far in advance do I need to book? We work with a relatively small number of cleaners, and we tend to get booked up 7-10 days in advance. However, if you do need something sooner, we’ll do our best to shuffle things around and try to accommodate.
What if I’m unhappy with the service provided? We would aim to resolve this as quickly as possible for you. Usually we would arrange a follow up service (at no extra charge) to cover any areas that you are unhappy with. Alternatively, we offer a 100% moneyback guarantee and can refund you fully.
Are you a living wage employer? Yes, we are proud to say that all our cleaning staff earn above the London Living Wage. By paying them a good wage, we are able to attract and retain the best cleaners, which is key to maintaining high standards of service.
REGULAR CLEANING SERVICES
For a regular clean, do I get the same cleaner every time? Yes, if you’re happy with your cleaner, we would send her to you each time. We realise that trust is very important, and key to this is having the same person come to you each time. In the event of illness or cleaner leave, we are happy to arrange another cleaner to cover if required.
Can I provide a set of keys? Yes, the majority of our regular clients provide us with a set of keys. They are anonymously labelled (with no reference to your name or address) and stored securely at our cleaners’ properties in a safe that we provide them. We are happy to say we’ve not had a single incidence of lost keys in the entire time that we’ve been operating in London.
Is there a cancellation fee? We aim to operate flexibly around our clients’ needs and realise that schedules can change. However if a clean is cancelled or rescheduled within 24-hours of the start time, then we charge a 100% cancellation fee as this leave very little time to schedule in another job at the same time.
What happens if my regular cleaner is ill or on holiday? We will always offer you an alternative cleaner to cover your regular cleaner, in the event of illness or holiday. Alternatively you can skip those cleans where your regular cleaner is unavailable.
Is there a notice period if I want to cancel a regular clean? There is no notice period imposed on our clients. You are free to leave at any stage. Again all we ask is to give us as much notice as possible.
DEEP CLEANING SERVICES
What does your deep clean package cover? Our deep clean service is a fixed price package and covers an extremely thorough clean, including the inside of all kitchen appliances, and inside all cupboards and wardrobes. Our deep clean checklist provides a detailed breakdown of what is covered.
How does your deep clean package differ to your one-off package? Our deep clean service is a fixed price package and covers an extremely thorough clean, with our cleaners (usually a team of 2) staying until the job is complete. Our one-off service is based on a specific number of hours as requested by the client, often with specific priority areas agreed beforehand. We can also of course advise on timings and what we think is achievable in the time based on our previous experience.
Is there anything that your cleaners don’t cover? The 2 main things that we don’t cover (due to insurance policy restrictions) is cleaning the outsides of the windows, and any cleaning that requires standing on ladders or chairs.
When are your office opening hours? We are contactable 7 days a week 8am – 8pm by phone on 02033974964, by email at email@example.com or on twitter @wundercleans