Which postcodes do you cover?

We cover the below postcodes sectors within London (subject to availability). 

HA – HA0, HA1, HA2, HA3, HA5, HA7, HA8, HA9

NW – NW2, NW3, NW4, NW6, NW8, NW9, NW10, NW11

W – W9

UB – UB6 0, UB6 7

If you live in HA4, HA6, NW5, NW7, W5, WD19, please contact us to find out if we have availability to clean in your exact area.

Some of the postcodes we cover, higher fees might apply to compensate our Cleaners for the extra travel time and costs to travel to you. 

Who are the cleaners?

We carefully select our self-employed Cleaner Contractors, with at least 6-month experience working as a cleaner. All Cleaners go thorough right-to-work and reference checks, so you can have a peace of mind. 

Each cleaner is also interviewed in person to make sure that we provide cleaners with the right attitude.

All cleaners earn a minimum of £14/hour, as it is very important for us that our high standard cleaners are appropriately compensated for their hard work.

Can I choose which day of the week I need a cleaner?

Yes. You can let us know when you require the cleaner’s services and we schedule it accordingly. In case your cleaner is not available due to sickness or holiday, we will send an alternative one.

Can I meet the cleaner first?

It is always better to book a cleaner for a cleaning session, so you can evaluate her work and make a decision based on that if she is suitable for your cleaning requirements. Only meeting a Cleaner would not be enough to see whether you are a good fit. 

24How can I reschedule or cancel my booked cleaning session?

Please, contact Clean Natural as soon as possible, if you want to reschedule or cancel your home cleaning session. To avoid a cancellation fee, contact us at least 24 hours before is due to reschedule or cancel any booked cleaning. In case you would like to cancel or reschedule your session less than 24 hours before is due, you will still be charged 50% of the amount of your session to compensate us and the cleaner for the missed opportunity to take on other cleaning order.

When rescheduling your regular booking, we will check the availability of your current cleaner and see if they can come at your requested time. We will arrange for another Cleaner for you, if your current Cleaner is not available.

Do you provide cleaning services for bank holidays or weekends? Is there any extra charge?

We provide residential home cleaning services every day of the year except Christmas Day (25/12). Our cleaning prices are the same regardless if it is weekend or bank holiday.

What are the working hours of the cleaners?

Normally our full-time Cleaners work between 7:00 am to 19:00 pm every day of the year except Christmas Day. All cleaning services are subject to availability.

Our customer service operators are available 9 a.m.- 17 p.m. Monday to Saturday. Therefore, we are available to answer your questions or schedule a cleaning for you. We answer calls for existing customers out of hours, in case if it is urgent. 

Can I book some extra hours of cleaning this week?

We will do everything to arrange it for you. Please, let us know as soon as possible when you would need it, so we can try to arrange your booked home cleaning session for you.

What happens if my cleaner is sick or on a holiday?

We will notify you if your regular Cleaner becomes sick or on holiday and will organise a replacement cleaner to clean your property until your regular cleaner returns (subject to availability).

I am leaving for vacation. How much notice do I need to give you?

Please, inform us at least 48 hours in advance so we can reschedule or cancel your home cleaning session.

I need regular cleaning only once a month. Can I do that?

Yes. We try to arrange the same cleaner for you. However, we cannot guarantee that we will be able to send the same cleaner each occasion.

Do I have to stay at home when the cleaner comes to me?

No. Every one of our cleaners is carefully vetted and have at least experienced 6 months experience working as a cleaner. All cleaners go through identity, right-to-work and reference checks.

Does Clean Natural offer a key holding service?  

Currently, Clean Natural do not offer key holding service only in exceptional circumstances in certain HA, NW, W, UB locations for an additional fee. We only manage availability, bookings, payments, and necessary communications. We recommend you that if you need your cleaner to access your property while away you can leave the keys with the cleaner directly. Alternatively, leave the key at a location near to your home (friend, neighbour, porter, etc…) where the cleaner can collect and return it on the day of your home cleaning session. If you have a problem arranging your key, please contact us to check whether we can help you in any way.

What happens if I do not need my regular cleaner for a period of time?

Please, let us know at least 1 week before for ‘Weekly or Fortnightly’ Regular Cleaning and we will schedule your cleaner accordingly.

Can the same cleaner be arranged every time?

Yes. We can make sure the same cleaner can come according to your weekly schedule. However, if you would like to change the time of your regular cleaning, we might need to arrange for a different cleaner if you current one is not available.

What if I would like to change the date and time of my cleaning service?

Please, let us know 24 hours’ in advance if you would like to reschedule or cancel your home cleaning service. We might need to arrange for another cleaner if your regular cleaner is not available.

How many hours are needed to clean my home?

For each room of your home, it takes approx. 30 minutes to clean. This in only an estimate and the hours needed to clean your home depend on the current cleanliness of your home and your personal requirements. A neglected home could take significantly longer to clean than a home cleaned on a regular-basis. Our minimum booking time is 3 hours / home cleaning session.

What is the cleaning process?

Your cleaner will do the following as part of the regular cleaning duties:

In all rooms

• Dust/wipe all surfaces
• Vacuum cleaning and/or mopping all floors
• General tidying up
• Clean mirrors/picture frames
• Clean windows sills and ledges (only from the inside)

Bedroom:

• Make bed and change linen (if needed)

Bathrooms:

• Clean toilet all around
• Clean bathtub/shower/tiles
• Sink cleaning

Kitchen:

• Washing up
• Wiping down cupboards and counters
• Cleaning the cooker/microwave/other electrical appliances

If requested the cleaner might be able to carry out the following extra duties:

• Clean oven (Oven Cleaner and extra sponges needed)
• Clean the inside of the fridge/freezer – extra time needed
• Do the laundry (Laundry detergent and fabric conditioner needed)
• Ironing (Ironing board, iron and iron water needed.

Please, email us in advance if you need any additional duties, so we can check with the cleaner if it can be done.

What tasks are not included in the cleaning service?

• Moving heavy furniture
• Wash the carpet
• Waxing the floor
• Removing deep stains from carpet/upholstery
• Hand-wash clothes
• Cleaning window from the outside
• Gardening
• DIY
• Cooking
• Looking after children/Babysitting
• Caring after old person
• Large shopping with many items

These tasks are not included as part of the domestic cleaning service. You might need specific tools or other professionals to carry out these tasks as the Cleaners specialised into domestic cleaning only. If you are in any doubt, please contact us.  

What cleaning materials and products needed and who provides them?

Unless you’ve requested from Clean Natural to bring eco-friendly cleaning products, we recommend having the following cleaning detergents and types of equipment at home:

Detergents: Eco-friendly cleaning detergents can be brought upon request (only £2/hour additional)

1. Multi-surface Cleaner (Kitchen/Bathroom/Window/Glass)
2. Disinfectant
3. Limescale Remover
4. Toilet Cleaner
5. Floor Cleaner
6. Washing-up liquid
7. Window/Glass Cleaner                                                                                                                                                                             Equipment: Customer needs to provide these types of equipment to the Cleaner at all times.

1.   1 Vacuum cleaner
2.   1 Mop with a bucket
3.   4 Cleaning Cloths (microfiber)
4.   1 Broom with a dustpan
5.   1 Package of floor wipes
6.   2 Scratch-free sponges
7.   1 Feather duster
8.   1 Portable ladder
9.   Bin bags

Further cleaning supplies are required from the customers for additional cleaning services upon request, such as:

1. Oven cleaning: Oven cleaner, sponge.
2. Laundry: Laundry detergent, Fabric Conditioner
3. Ironing: Iron, ironing desk, ironing water

Is there a contract?

We have no long-term contracts, we operate on a pay as you go basis. You can cancel your regular cleaning session at any time, just give us 24 hours notice. 

You only need to accept our Terms and Conditions, so we can allocate a cleaner to you.

What payment methods do you accept?

We accept cash and card payments.

The price you will pay will be stated on your Invoice and contains:

1)      Cleaner fee calculated based on the duration of the cleaning service.

Payment for Cleaner fees can be made by cash or card. If payment made in cash then it has to be paid directly to the Cleaner on completion of the service. If you pay the Cleaner fee in cash directly to the Cleaner then you will receive an Invoice directly from your Cleaner.

Alternatively, you can pay your Cleaner by card payment for an additional £0.3/hour transaction fee applies. After completion of the cleaning session, we would send you the Invoice by email, what you can pay online. Payment required no longer 3 days after the cleaning session ended.

2)     Agency fee due to Clean Natural as shown on your Invoice and calculated by reference to the number of hours worked by your Cleaner.

Payment for Agency fee can only be made by card. There is no additional transaction fee payable for Agency fee. Card payment for the Cleaner and Service fees will be taken from you within 1-3 days after the session completed. Your credit or debit card will be debited, which you have registered with Clean Natural on our website when making your booking. We use a third-party payment processing provider Stripe. We do not store your card details. All your card details are stored securely on Stripe’s servers.

We will only take a £9 booking deposit when you make the booking, which will not be charged and it will be included in your first payment. 

Why is the price differences among the services?

Booking regular cleaning services is better for us and our cleaners. It is more economical for us and easier to manage our schedule, therefore we can give you discount.

Are there any hidden charges or fees?

Absolutely no, everything is included in the final bill you receive. 

We will only take a £9 booking deposit when you make the booking, which will not be charged and it will be included in your first payment. 

There is an additional £0.3/hour transaction fee applies, if you would like to pay your Cleaner fee by card.  If you pay the Cleaner in cash directly upon completion, there is no additional fee to pay. 

Optionally, we charge £2/hour, if you would like to use our eco-friendly cleaning products. For the first cleaning, the use of our natural cleaning products are free of charge.

Are your services guaranteed?

If you experience any problem, please contact us as soon as possible so we can try to fix it for you immediately.

The cleaner damaged something. What am I supposed to do?

Please, contact us as soon as possible and we will do our best to sort it out for you.  

Are you insured?

Our Cleaners contractors have a full Public and Employer Liability Insurance underwritten by Hiscox Insurance Company Limited. 

The policy will cover any accidental damages caused by an operator working on behalf of Clean Natural, reported within 24 hours of service date.

There is £250 excess on any claim, of which £100 are paid by customer and £150 by Clean Natural.

What happens if I move away?

As long as you move within our coverage area, we can provide you with a cleaner. We might need to suggest you another cleaner in case you would move far away from your regular cleaner home.

What if I would like to cancel your services?

There are no long-term contracts involved. You can stop your current services at any time. We would only ask you to give us at least 24 hours’ notice, if you want to terminate your regular cleaning subscription. Clean Natural will contact your cleaner that his/her home cleaning services are no longer needed.