HELP & SUPPORT

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Customer FAQ

Helpful links for Cleaners

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What if I need to cancel my booking?

Toggle content goes here, click edit button to change this text.A cancellation can have a great impact on a cleaner’s schedule, therefore we ask for at least 24 hours notice. Should no notice be given you will incur a cancellation fee.

Can I extend my cleaning time?

Although you eClean Pro will do their best to finish all tasks within the allocated time slot, this is not always possible. You can amend any future bookings or should you wish to stick with the same amount of hours, simply ask the cleaner to prioritise certain areas.

What if my eCleaner is late?

If your eClean Pro does not arrive on time we ask that you wait 30mins as unfortunately delays can occur i.e. traffic. If after 30 mins your eClean Pro has still not arrived then please contact them through the instant messaging service within the app.

How to Apply Promo Codes?

If you have a discount or promotion code, you can enter it at during the booking process.

Can I book a cleaner of my choice?

Of course! Our on-demand service usually selects the most relevant or nearest cleaner. However there’s also an option to pick the cleaner of your choice. This feature is also available in the app.

Do I need to be home for the clean?

We suggest for you to be home for the first clean to get to know your eClean Pro and tell them exactly which tasks you want completing. However this is not compulsory! The eCleaner can simply follow the cleaning requirements you listed when making your booking.

I booked too much time, can I get a refund?

Unfortunately not, our cleaners are paid an hourly rate and cutting their hours will have an impact on their income. Please ensure you amend your bookings in the future to prevent this from happening again.

What will my eClean Pro do?

Kitchen

  • Dust and clean all surfaces
  • Dirty dishes – leave that to us!
  • Clean microwave inside and out
  • Vacuum and/or mop floors
  • Removal of rubbish

Bathrooms

  • Dust and clean all surfaces
  • Clean the toilets – including behind
  • Clean showers & bath inside & out
  • Clean mirrors, fixtures and glass panels
  • Vacuum and/or mop floors
  • Removal of rubbish

Lounge, Dining Room and Bedrooms

  • Dust and clean all surfaces
  • Clean mirrors & fixtures
  • Vacuum or mop floors
  • Removal of rubbish
  • Can’t make the bed? We can do that!
  • Tidy any lose clothing hanging about
  • Dust any chairs and tables
What will my eCleaner not do?

Not all cleaners have access to their own transport and additional equipment cannot always be carried with them. Therefore we cannot do any of the following:

  • Cleaning of exterior windows
  • Carpet cleaning
  • Animal waste removal
  • Any cleaning outdoors
  • Patio cleaning
  • Mould removal
  • The lifting or moving of heavy furniture
  • Cleaning surfaces above arms reach
  • Inside fridge unless specifically requested when booking
  • Inside oven unless specifically requested when booking
  • Please not all oven cleans booked online are of a domestic standard, for industrial cleans please contact us.
Can I trust my eCleaner?

All eCleaners have been interviewed and provided us with at least two references, on top of all this all eCleaners are CRB checked to ensure your home is in great hands.

Will my eClean Pro bring their own supplies and cleaning materials?

Depending on the service you have booked will depend whether your eCleaner will bring supplies or not. For an extra £2 per hour your eCleaner will bring supplies to ensure you never have to worry about running out.

What supplies and equipment will my cleaner bring?
  • Window Cleaner
  • General purpose cleaner
  • Bathroom cleaner
  • Kitchen cleaner
  • Disinfectant
  • Cloths
What supplies and equipment will my cleaner NOT bring?
  • Oven cleaner – unless specifically requested when booking
  • Vacuum
  • Mop
  • Bucket
  • Sweeping brush
  • Dust pan and brush

Please ensure that you have this equipment available for your eCleaner ti use upon arrival should they need it.

Pricing

How many hours should I book?

Although it is your decision of how long you wish the eCleaner to attend for, here is a guideline of what we recommend to ensure all tasks are covered to the highest of standards.

For a deep / end of tenancy clean we advise that double the estimated time is booked, or contact us for a more accurate quote.

For oven cleans we suggest you book an additional 1 hour (minimum)

All payments are made online, no more running around trying to find a working cash point before your cleaner arrives! How do I pay?

When will I be charged?

For one off cleans, payment will be taken immediately to secure your booking. For weekly or fortnightly cleans the money will be deducted from your account on the day that the clean is scheduled to take place.

How much do you charge for cleaning supplies?

If you chose for your cleaner to provide cleaning supplies, you will be charged an additional £2 per hour.

Is the payment secure?

At eClean we are lovers of technology, systems and the internet. However we’re fully aware of the inherit worry people feel regarding online payments. For that reason we have taken every step necessary to ensure the online systems and payments are secure. That means using encrypted payment systems, secure certificates and SALT encryptions to ensure all your data is not readable by humans and many other techniques.

Customer Service

Are the eCleaners insured?

Yes! All of our cleaners have Public Liability insurance covering them up to £2,000,000.

What times can I book an eCleaner?

Our eCleaners will work between 8am and 8pm, however if you would like to arrange a clean outside these hours please contact us directly. Although we do accept cleans 7 days a week, please be aware that not all cleaners want to work on the weekends and availability is limited.

Can I book a clean for the same day?

Yes you can, but this is based on the cleaners availability. Please contact us directly where we will try our best to accommodate your cleaning needs!