Getting Started
How do I book a cleaning service?
Select your property type, choose your service, add any extras, and pick your preferred date
and time, and then choose your cleaner.
Your request is then sent to available cleaners. You can select your preferred cleaner (where available), confirm the booking, and complete payment. The cleaner will then confirm from their side.
Are cleaners vetted and verified?
Yes. All cleaners are identity-checked before approval.
Cleaners must provide a DBS certificate issued within the previous 12 months or successfully complete a DBS check required by Book A Klean before they can offer services through the platform.
We also verify identity and other onboarding documentation before approving cleaner accounts.
What services are available?
Services include:
● Home Cleaning
● Holiday Let / Airbnb Cleaning
● Commercial Cleaning
● Pressure Washing (e.g. driveways, patios)
● Bin Cleaning
● Vehicle Valeting
● Pricing & Quotes
How is the price calculated?
Pricing is based on structured platform rates, including property size, service type, and any
selected add-ons or modifiers.
Are there any hidden fees?
No. All pricing is shown upfront before booking. Any additional charges (e.g. heavy condition or
same-day bookings) are clearly displayed.
Can I get a quote instead of a fixed price?
Yes. For larger or more complex jobs, the cleaner may confirm the final price before the work
begins.
What if my property is in poor condition?
Additional charges may apply depending on the condition. These will be shown or agreed
before the job begins.
Can I add extras to my booking?
Yes. Optional add-ons (e.g. oven cleaning, carpet cleaning) can be selected during booking.
How do I know what’s included in the service?
Each service clearly shows what is included before you confirm your booking.
Bookings & Availability
What happens after I book?
Your booking is sent to your chosen cleaner. Once accepted, you will receive confirmation and
full job details.
What if a cleaner does not accept my booking?
Each booking has a response window:
● Same-day jobs → 1 hour to accept
● Next-day jobs → 2–4 hours
● Future bookings (2+ days) → 6–12 hours
● Late bookings (after 11PM) → response by 10AM next day
If no cleaner accepts within this time, the booking expires and you can rebook or select another
cleaner.
Can I choose a specific cleaner?
Yes. Where available, you can select or rebook a preferred cleaner.
What happens if a cleaner cancels?
You will be notified and can choose another available cleaner, or a refund can be requested.
Rescheduling & Cancellations
Can I reschedule or cancel my booking?
Yes, through the app.
● Rescheduling requires at least 48 hours’ notice
● Cancellations require at least 48 hours’ notice
Requests made within 48 hours may result in full charges.
If rescheduling is requested in advance, the cleaner will try to accommodate. If not possible, you
will need to select a new cleaner.
During the Job
Do I need to be home during the service?
Not necessarily. You can provide access instructions through the app or arrange entry directly in your booking details.
What if the cleaner is late?
You will be notified through the app. You can also contact the cleaner via the platform for updates.
How do I track my booking?
The app shows cleaner details, arrival time, and booking updates.
Payments & Refunds
How do payments work?
All payments are securely processed through the app. You must not pay cleaners directly.
Payments made outside the platform are not protected, and are strictly against Book A Klean policy.
How do refunds work?
Refund requests can be submitted through the app. Each case is reviewed based on job details and issues reported.
Refunds may be full or partial depending on the situation.
Can I tip the cleaner?
Yes. Tips can be added after the job is completed through the app.
Service Quality & Issues
What if I’m not satisfied with the service?
You can report issues through the app. We will review and work with you and the cleaner to resolve it fairly, which may include a re-clean or refund.
What happens if something is damaged?
Cleaners are responsible for damages caused during their work. All incidents must be reported through the app. Book A Klean acts as a platform and is not liable for damages.
Insurance & Responsibility
Are cleaners insured?
Yes. Cleaners must provide valid insurance during onboarding and are responsible for maintaining it.
Book A Klean is a facilitation platform and does not provide insurance cover.
Pets & Property Access
Do I need to inform cleaners about pets?
Yes. You must inform cleaners in advance if pets are present.
Can a cleaner refuse due to pets?
Yes. If pets are not declared or the cleaner feels unsafe, they may refuse the job.
Do I need to provide access to my property?
Yes. You must ensure access is available at the scheduled time or provide clear instructions.
Communication & Platform Rules
Can I contact the cleaner outside the app?
No. All communication must remain within the app.
Sharing personal contact details (e.g phone numbers, email addresses, social media, etc.) is
strictly prohibited and may result in account removal.
Are chats monitored?
Yes. Chats may be monitored to ensure compliance with platform rules.
Account & Support
Is my information safe?
Yes. All data is securely stored and handled in line with GDPR.
What areas do you cover?
Coverage depends on available cleaners. Enter your postcode in the app to check availability.
Who can I contact if I need help?
You can contact support via the app or email: customerservice@bookaklean.co.uk