FREQUENTLY ASKED QUESTIONS
MAKING A NEW BOOKING
Ashford Cleaners Ltd has a cleaning checklist that your cleaning professional will follow. You can leave additional instructions by contacting us, or by providing instructions during your cleaning.
The following extra services are available if selected at checkout: Inside the fridge, inside the oven, inside windows, basement, move in/move out, laundry, and inside cabinets.
Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mould removal, deep stain removal, insect and pest removal, cleaning pet messes, and items that require heavy lifting.
Ashford Cleaners Ltd offers weekly or bi-weekly (every two weeks) at a discounted rate. These cleans are automatically scheduled on the same day and time based on the interval you select. We send a reminder email and text message to let you know of upcoming cleans and at any time you can skip or reschedule service.
You can schedule one-off cleaning at any time. Please note discounts are available for recurring cleaning (and with recurring cleaning you benefit from convenient recurring service with the same cleaning professional)
Ashford Cleaners Ltd offers move out cleanings as an extra priced service to reflect the extra time needed for baseboards, uncleaned carpets, and other areas that have been hidden by furniture for quite some time.
Please note that we are unable to guarantee your deposit. In addition, your cleaning professional is unable to move heavy furniture or climb ladders, as per our safety policy.
TIMINGS AND AVAILABILITY
Ashford Cleaners Ltd hours of operations are 9:00 am to 6:00 pm. Our last scheduled service starts at 4:00 pm.
Our two hour window allows us to handle the unpredictability of cleaning services. Homes are different sizes and require different levels of effort needed to make them clean. So predicting the time spent at a home is incredibly difficult. In addition, we have to deal with other unpredictable factors like traffic, weather etc. Thanks so much for understanding.
If you have booked a cleaning based on an arrival window (9:30 to 11:30 for example), this means that the team can be there anytime during this period. We will reach out to you if there are any major issues. Alternatively, please contact us here to check on your service.
Yes, as long as it’s before your 24 hour window prior to your booked clean, then you can cancel or reschedule. Any cancellations within the 24 hour period will incur a fee.
This is to prevent our staff from losing out on planned cleans.
We try our best but we can’t guarantee it.
Assigning team members to house cleaning appointments is a complicated dance as we have 30+ team members servicing 1,100 clients (new and recurring), all spread out across Ashford and surrounding areas. Each of our cleaners has specific attributes and own “super powers” for different types of house cleaning and different types of homes. Each client also has a busy life with family events, health issues, or vacations influencing their availability.
Our main goal is to make you happy. And we do realize the best way to do it is to send you the team that had already succeeded in that. It’s also the easiest thing for company and the preferred option for the cleaners themselves. However, sometimes it’s nearly impossible to do because of the above-mentioned factors.
It is possible to always have your favorite team, if you:
- are very flexible on your cleaning times,
- inform us how important it is for you to have your team,
- treat your team with kindness and respect.
We have several clients enjoying this happy arrangement. Even without any special arrangements, most clients get their regular team 80% of the time. For the other 20%, all of our cleaners are fantastic. You may discover – as many of our clients do – you love the new house cleaning team even more than your prior team! Also, we back our work with a 100% satisfaction guarantee. If you tried another team and didn’t like it, we will address any issues and/ or issue a refund.
In some cases, the condition of the home is outside of the anticipated range, and special rules apply. We try to keep everything fair and provide a good value to our clients.
1) What conditions are we talking about? A home that hasn’t been cleaned thoroughly for several months or years, especially when there are multiple residents and pets, including homes that have several of these factors like surfaces covered in clutter, spoiled food, mold, grease on the walls, fur covering the walls and appliances, disconnected water or electricity, animal waste indoors, strong odor of animals or cigarettes.
2) What happens if your home falls into this category? If our cleaner(s) determines upon arrival that your home is a bit outside of anticipated range, you have 3 options:
a) We spend the anticipated amount of time (or somewhat more) than a regular home would take, and “do what we can.” Generally it’s 4 hours of work by 2 or 3 cleaners. You can prioritize what’s most important for you (e.g. kitchen and bathrooms). We won’t be able to meet all of the items on our checklist for deep cleaning (e.g. window tracks, cabinets, lighting fixtures), but most clients are very happy with the results.
b) Alternatively, you can select our “heavy duty” extra. When you do it before the job, we will be better prepared to tackle the scope of work and send cleaners with modified equipment and supplies, larger group of people and for longer amount of time. It costs extra, but your home will be in a drastically different condition after we’re done. If you haven’t selected it ahead of time, we will offer it as an option if we can accommodate it. E.g. canceling or moving your cleaner(s) subsequent booking, sending more cleaners and equipment, etc. Most of the time we can pull it off.
c) You can simply cancel the job. We will not charge you anything.
We send the sufficient number of staff to complete the job. If it’s a standard service for 2-bedroom apartment, one cleaner would be sufficient. If it’s a 5,000 square foot mansion requiring a end-of-tenancy, we will maybe require 2-4 cleaners.
Ashford Cleaners Ltd cleaners are to use ‘client’ cleaning supplies and equipment as agreed in our terms and conditions. Our cleaners do carry cleaning products for emergency use as well as for End-of-Tenancy cleans in which these come inclusive in the price.
If cleaners have to use their cleaning supplies for general or deep cleans, an additional fee will be charged.
Service time may vary. The first time takes longer as we learn what works best for your home and where everything is located. Each subsequent time is faster.
Also, it depends on what condition is your home is in. Some people keep operating-room conditions at the home and just require a touch up or additional services. Others have three teenagers, a dog, and two jobs. We don’t judge you when we find an old slice of pizza stuck behind the dresser. We’re here to help. But it may take us a little longer to bring your home into the tip top shape.
Generally, it will take between two to three hours for a smaller home cleaning service and three to four hours for a larger home cleaning service.
All customers need to provide a mop & bucket, toilet brush and vacuum cleaner (plus an iron & board if ironing is an added extra when booking).
We require all ‘clients’ to provide all cleaning supplies and equipment. We recommend the following be able;
- A household disinfectant spray (look for something that ‘kills 99.9%’ of bacteria/viruses)
- Bathroom cleaner
- Bin bags
- Floor cleaner
- Glass cleaner
- Kitchen cleaner
- Limescale remover
- Microfiber cloths (washed in-between visits)
- Toilet cleaner
- Vacuum bags (if required)
- Washing-up liquid
You can have us provide all cleaning products when booking for an additional fee.
PAYMENTS AND COSTS
Ashford Cleaners Ltd only accept card payments, we do not accept cash at anytime! Before any cleans are preformed we require that you have your card saved to file. You will be redirected and asked to submit your payment details after signing our terms and conditions of services agreement.
Our pricing is based on a hourly rate. This depends on which service level you require and your location.
Our current rates within a 15 mile radius of Ashford are;
- General Cleaning: £13.00 per hour
- Deep Cleaning: £14.00 per hour
- End-of-Tenancy: Ask For Price
- Oven Cleaning;
- Single Oven: £20.00
- Double Oven: £35.00
- Carpet Cleaning;
- One Room: £30
- Two Rooms: £50
- Three Rooms: £70
- Four Rooms: £90
- Five or More Rooms: Ask For Price
Visit our booking page to request your clean.
If you are not happy with your service, then let us know ASAP. If you’re not happy with your cleaning, we will come out and re-clean. If you still don’t think we did a good enough job to recommend us to your friends, we’ll partially or fully refund your money!