Frequently Asked Questions

Below you’ll find the answers of the most frequently asked questions about our services, company and cleaners.

GENERAL QUESTIONS
  • Are you insured? – Yes, True Domestic Cleaners is a fully-insured cleaning company in London. The cleaners we employ are covered by a Public Liability Insurance.
  • Are your services guaranteed? – Yes. You have our satisfaction guarantee for each and everyone of our services. In case you are not satisfied, we will make every effort to fix that, free of charge.
  • What are your working hours? – The customer support office members work extended shifts. Monday to Sunday, 9:00 – 20:00. You can call or leave an inquiry via the booking form.
  • Can you clean while I am away? – Yes. We can arrange picking up the keys and bringing them back to a place that suits you.
  • Payment methods we accept? – You can choose to pay via: cash, bank transfer, card or cheque.
  • What services do you provide? – The cleaning services we provide mostly focused on residential properties. However if you do need an office or other commercial property cleaning service we can arrange that as well. Visit our cleaning services page for further information.
  • What are your cleaners’ working hours? – From 07:00am to 20:00 pm or beyond. You can make a different arrangement by contacting us.
  • What areas do you cover? – True Domestic Cleaners is able cover most of the areas within London. Take a look at the full list of areas we cover
DOMESTIC CLEANING
  • Are the cleaning materials and products included? – No. The cleaning supplies are not included but for an additional fee we will provide them for your domestic cleans.
  • I am at work. Will the cleaner come? – The cleaner will collect the keys and come when you're away. We hold a strict policy for keeping keys safe. Additional appointments and arrangements can be made for your convenience.
  • Can I book a regular cleaning once a month? – Yes, but we cannot guarantee it will be the same cleaner.
  • Can I specify the day of the week the cleaner comes? – We strive to meet your demands. You pick the day the cleaner comes in. In case there isn’t an available cleaner, we will suggest the alternatives and try to find an agreement.
  • I am not satisfied with the cleaning. What now? – In this unlikely scenario, you will get a free re-clean. Please, keep in mind to contact us about such issues as soon as possible.

More about our domestic cleaning services in London.

CARPET CLEANING
  • Do you guarantee to clean my carpets? – Our job is to stand up to Your expectations. We will do a re-clean if necessary
  • What carpet cleaning methods do you use? – Visit the carpet cleaning page for additional info about the service. Hot Water Extraction (HWE) and Low moisture/Dry Cleaning are two of the methods the cleaners use to clean your carpets and rugs.
  • How long until I can walk on the carpet? – The dry cleaning method removes up to 95% moisture from the carpet. This means that you'll be able to use your carpet in about a couple of hours.
  • What is Protect Nano protection? – It is a protective coating applied on your carpets. It is water based, contains No harmful solvents or chemicals, is Odourless, and Neutral to the skin). It will keep them from dust, dirt and even spills. Learn how it works at the carpet cleaning page.
TENANCY/ MOVE-IN/MOVE OUT CLEANING
  • What is not included in the end of tenancy? – wall and carpet cleaning. You can, however, include them to the service if you make an inquiry. You will also get a discount for booking the services as a bundle. See our end of tenancy checklist here.
  • How soon can you send the cleaners? – We make our every effort to schedule the cleaning as soon as possible. Normally, we will try to fit your cleaning service within the next 4 days. You can make an emergency (same-day) appointment for an additional fee.
  • Are there extra charges? – We have no hidden charges, however some cases require additional charging. Congestion and parking permits are a couple of examples for the additional charges you may have to pay. Our customer support will inform you about all of the details and fees when you make an inquiry.
  • Who provides the cleaning equipment? – Our cleaning teams will bring all the professional cleaning equipment needed for the service. They will need access to your property, water and electricity.
  • Do I have to be there? – No, unless you want it. The cleaners only need access to the property. You can arrange for the keys to be picked up and delivered from a nearby place or a neighbour, property manager, etc.