Help 2016-10-13T11:57:04+00:00
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Frequently Asked Questions

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How do I contact my cleaner? 2017-03-31T11:22:27+00:00
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You can contact your cleaner by sending a message through your online account.

Go to Bookings > View Active Bookings and select the first upcoming booking. Here you can send a message by completing the ‘Message to cleaner” field.

If you’ve already shared contact information with your cleaner, you can of course contact your cleaner directly.

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Does my cleaner have experience? 2016-10-13T12:01:03+00:00
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All cleaners are self-employed contractors who have undergone a thorough vetting process and run their own cleaning micro-business through Sweeply.

Each cleaner must pass extensive background checks and an in-person interview. Also, each cleaner is required to have at least 6 months paid experience and provide valid references.

All cleaners are rated by their customers after every clean and have to keep receiving top customer reviews to keep working with Sweeply.

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Are the cleaners insured in case of damages? 2016-11-23T09:02:15+00:00
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We understand that accidents can happen. In the unlikely event of a damage, we would advise you to take the following steps:

1. Speak with your cleaner: find out what happened and try to find a resolution directly with them.

2. Home insurance: contact your home insurance provider and find out if you will be able to claim on the home insurance policy.

3. Sweeply insurance: all of our cleaners are covered by our public liability insurance which covers all damages above £250, however the first 2 steps must be exhausted before a claim can be made on this policy.

If something did go wrong, please contact us for further support.

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What is the cost of a clean? 2016-09-02T13:46:52+00:00
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The cost of a clean is £15 per hour for weekly or fortnightly cleans and £20 per hour for one off cleans. You can ask your cleaner to bring cleaning supplies for a £5 charge.

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Can I request a quote? 2016-09-02T13:47:34+00:00
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With Sweeply you can get a price instantly online, without the need to request a quote. The cost of a clean is £15 per hour for weekly or fortnightly cleans and £20 per hour for one off cleans. You can ask your cleaner to bring cleaning supplies for a £5 charge.

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How do I make a booking? 2016-07-12T18:19:43+00:00
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You can make a booking on our booking page. Simply select the number of hours you require, when you would like your cleaner to come and complete payment.

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How long should I book for? 2016-10-13T12:01:05+00:00
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This depends on the size of your home and how much cleaning is required. As a guide we recommend the following hours based on the size of your home:

Bedrooms
Bathrooms12345+
123456
22.53.54.55.56.5
334567
43.54.55.56.57.5
545678
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Should I be at home for my booking? 2017-04-11T16:08:35+00:00
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If you booked a regular clean (weekly or fortnightly), we would recommend meeting your cleaner on their first visit to show them around your home. It’s an opportunity for you to tell them about any specific tasks or requests.

If you can’t be home, don’t worry. Your cleaner will carry out a general clean or follow any instructions you left on the booking form.

You can leave your key with a neighbour or somewhere secure where your cleaner can collect it. You can add instructions when making your booking. Please note that we can’t receive keys at our office.

 

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Can I give my cleaner a key? 2016-07-26T14:27:54+00:00
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Some customers choose to exchange keys with their cleaners once they have met them for the first time. Please note, Sweeply is not responsible for the exchange and/or return of keys between you and your cleaner.

If you can’t be at home, you can also leave your key with a neighbour or somewhere secure where we can collect it. You can add instructions when making your booking. Please note that we can’t receive keys at our office.

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Can I book a same day clean? 2016-07-12T18:24:38+00:00
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At the moment we don’t offer same day cleaning, but we do offer next day cleaning!

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What times can I book a cleaner? 2017-03-31T11:10:24+00:00
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From Monday to Saturday, 8AM to 4PM (depending on availability).

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How do I make a repeat booking? 2016-07-12T18:34:52+00:00
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You can select a weekly or fortnightly clean when making a booking on our booking form. After your first booking your future appointments will be automatically booked in so you can expect your cleaner at the same time every week or fortnight.

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Do cleaners bring supplies? 2016-09-02T14:33:26+00:00
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You can request your cleaner to bring cleaning supplies, for a £5 charge. If you prefer, your cleaner can ofcourse use your supplies instead. As a general guide we’d recommend to have the following supplies ready:

– Kitchen cleaner
– Bathroom cleaner
– Window & glass cleaner
– Toilet cleaner
– Limescale cleaner
– Floor cleaner
– Cloths and sponges
– Rubber gloves
– Duster

Unfortunately, as many cleaners travel by foot, bike or public transport they cannot bring vacuums, mops, buckets or brushes. Please leave them accessible for your cleaner.

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Do I get the same cleaner each time? 2016-09-07T09:16:16+00:00
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We understand you like consistency and having the same cleaner for every booking. For all regular cleans, our aim is to assign the same cleaner every time.

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What’s included in a clean? 2016-11-23T08:57:33+00:00
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Your cleaner will follow a general checklist. Everyone likes their house to be cleaned in their way and it is up to our customers how they would like their cleaner to clean their home.

If you have any areas you would like your clean to focus on, you can add specific tasks and requests on our booking form or tell your cleaner when they arrive at your home.

 

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What cleaning can’t your cleaners do? 2016-09-02T14:22:58+00:00
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Due to safety and insurance reasons, we can’t offer the following services:

– Cleaning of exterior windows
– Animal waste removal
– Gardening & garden shed cleaning
– Patio cleaning
– Mold removal
– Deep stain removal
– Industrial cleaning
– The lifting of heavy furniture
– Cleaning surfaces above arms reach

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What if my cleaner runs out of time? 2016-09-02T14:20:11+00:00
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All our cleaners will try and work as efficient as possible and complete the the tasks in the time you’ve booked. If a cleaner runs feels there’s not enough time, they will let you and us know. You can decide to add extra time to your booking or tell your cleaner to prioritise certain cleaning tasks.

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Can you provide a different cleaner if my regular cleaner is away? 2016-09-02T14:00:16+00:00
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Sure! If your regular cleaner is taking a break, please let us know and we’ll try and find you someone else.

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What if my cleaner doesn’t show up? 2016-10-13T12:01:01+00:00
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Our cleaners always aim to arrive on time, but please allow a 15 minute window to account for traffic, parking, and other surprises. Your cleaner will clean for the full time you’ve paid for.

If your cleaner doesn’t arrive within 15 minutes, please get in touch.

If you are unfortunate and have this happen, please note we cannot compensate you for your personal or work time spent waiting.

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How do I pay? 2016-06-09T15:00:41+00:00
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We accept all major credit and debit cards, and our online payments are processed electronically and securely by Stripe.

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Is my card payment secure? 2016-06-09T15:09:14+00:00
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Yes. Our payment technology partner is Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. You can read more about Stripe here.

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When will my card get charged? 2016-07-12T18:42:59+00:00
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Payment will be debited from your card the day after the clean.

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Will I be charged if I cancel a booking? 2016-07-12T18:52:34+00:00
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Last minute cancellations and reschedules impact on the cleaners daily schedule and earnings so If you do need to cancel or reschedule your booking, please do so at least 24 hours in advance of your booking taking place. This gives your cleaner the best chance of finding another booking.

Failure to let us know of a cancellation or change in booking with at least 24 hours notice will result in a £20 cancellation fee.

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How can I change my payment card details? 2016-07-26T10:16:43+00:00
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To change your payment card details, first you need to login to your account. Go to your name in the right top corner and Billing info > Add Credit Card.

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Can I pay for my clean in cash? 2016-06-09T15:06:55+00:00
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Sweeply only accepts online payments and our cleaners are instructed not to accept cash.

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I’ve received an unable to hold payment email – what do I need to do? 2016-06-09T15:40:57+00:00
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When we are unable to hold a payment the day before your service, we will send you an email informing you of the failed attempt. Please login to your account and update your payment details. After updating your details, we will automatically retry the payment.

Please note that if we’re unable to hold the payment, your cleaning service can’t take place.

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How do I reschedule a booking? 2016-07-12T18:56:12+00:00
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To reschedule an existing Booking, first you need to login to your account. Go to Bookings > View Active Bookings and click the Booking you want to reschedule. After changing the Booking, click Save.

Failure to let us know of a cancellation or change in booking with at least 24 hours notice will result in a £20 cancellation fee.

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How do I cancel a booking? 2016-07-12T18:54:41+00:00
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To cancel an existing booking, first you need to login to your account. Go to Bookings > View Active Bookings and click the Booking you want to cancel. Click Cancel Booking.

Failure to let us know of a cancellation or change in booking with at least 24 hours notice will result in a £20 cancellation fee.

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