FAQs
General FAQ’s
Yes, we will generally use the product and equipment we bring however, if you’d prefer us to use what you provide to ensure your home is cleaned the way you like it that is fine. We will just need to know before we begin cleaning. We would also need to know if there are any products or chemicals you do not wish us to use for cleaning before we begin.
If you wish to provide us with a key to your property, this will be an arrangement between ourselves and you. We always provide a document (online or in person) requiring a signature from you and our cleaner when transferring keys. The cleaner will be responsible for the safe-keeping of the keys and for returning them to you when required.
Ola Cleaning Services holds Public Liability insurance. Please note that there is an excess on any claim and you will be responsible for the first £100 of this excess. This enables us to keep costs down by avoiding claims for minor accidental damage that can occasionally occur during the normal course of cleaning.
We only provide cleaning however, feel free to ask us any questions if you need another service.
As we only require one month’s notice to terminate the service we do not offer a “trial clean”. However, if you are in any way unhappy or dissatisfied with the cleaner introduced, we will work with you to address any issues and, if they cannot be resolved, we will introduce a replacement cleaner.
All our staff have gone through a strict registration process including initial screening, one to one interviews, reference checking, ID and address checks and a Government proscribed Right to Work (RTW) and a enhanced DBS check.
It is not a legal requirement for domestic or commercial cleaners to be DBS checked (“Disclosure and Barring Service” formerly “CRB”) unless they are working with children or vulnerable adults. However, we make sure to do this for every cleaner we have on our books. If you do require any more information please let us know and we can provide it.
The majority of regular weekly clients will pay the typical rate shown on the website which is a combination of the our cleaners hourly rate and the service subscription. However, there are circumstances when you may be asked to pay the a higher rate and some examples are shown below:
- The work needed is more extensive than what was arranged. for example if a standard cleaning was booked and the work that you want to be carried out is under our heavy duty deep clean service.
Regular Cleaning FAQ’s
Yes, at Ola Cleaning Services we provide you with the same cleaner each week unless the cleaner is sick or on leave.
Should your regular cleaner be unable to attend, we will introduce another cleaner. On occasions, due to short notice, the cover cleaner may not be able to attend on your regular day/ time but we will agree a mutually suitable alternative with you.
We can still complete your clean (if you provide us with a key) but if you would rather skip a week or two, that is fine. Just let us know in advance.
You will only pay us for the hours worked so, if the we are unable to attend or you skip a clean because of holidays etc, you will not pay us for the hours that have been missed.
Our fee is a monthly subscription rather like a Sky subscription or Gym membership so is payable whilst you are subscribing to the service. However, if our cleaner is unable to attend and we are unable to provide a cover cleaner, we will agree a one-off reduction in your subscription.
Yes, if you let us know, we will be more than happy to provide ironing services as well as cleaning. This may be an additional cost to the service fee.
We accept payment via bank transfer or direct debit. Please do not pay us directly with cash as we cannot accept it.
The subscription fee is a fixed monthly subscription based on the number of rooms and times you need the service. This is collected as a regular monthly recurring payment either via our card payment facility, Stripe, or other regular payment methods such as direct debit. The payment will be due each month on the same date as the first clean but this payment date can be adjusted by contacting us.
We require just one month’s notice to cancel your agreement.
We aim to provide you with a cleaning service 52 weeks of the year.
All amendments to your weekly cleaning hours must be discussed with us, we will then confirm any change to the Subscription.
If you have any issues at all with your cleaner, please just let us at know and, if the issue cannot be resolved, we will introduce an alternative cleaner. We will always endeavour to make sure you are satisfied
One-Off Cleaning FAQ’s
Yes, we actively encourage you to create a schedule of work in priority order. We will then work through this list and get as much done in the time allotted.
We can clean your oven or cooker with standard household products but, if you need a professional deep clean of the appliance, this is a specialist service that would normally involve some dismantling and the use of specialist chemicals. Similarly, we can and will vacuum your carpets but, if you require professional carpet shampooing, steam cleaning etc you will have to use our specialist carpet cleaning service and call or book with us to arrange it.
Every property is different so you should book the number of rooms you are happy to pay for and we will work through your schedule in priority order within the allotted hours. We may need to see the property to get a better understanding of what type of work will need to be done. On occasions, we may need more than one visit. If agreed, with Ola cleaning Services we will work through your schedule until it is completed.
Yes! In order to get the most out of your clean, it is important to ensure that the areas which need cleaning are free of clutter. We may be happy to assist in the de-cluttering process, however, this will effectively waste time that could be spent cleaning.
Payment must be made before the day of the clean for the actual rooms cleaned at the agreed price. We will walk through with you at the end of the clean to ensure you are pleased with the service.
You can cancel your one-off clean at any time by contacting your local us. However, if you cancel with less than 24 hours notice, your agency fee is non-refundable.
Yes, we can provide you with a ‘PAID’ invoice and a receipt for the hours charged for cleaning.
We will go on a walk with you after we have finished cleaning and also have before and after pictures to ensure you are happy with the work. It is up to you to inspect the work we have done and to notify the us directly of any issues as soon as possible so that an agreement can be reached on additional work and/or additional places to clean.