At Northfields Clean, you do not pay a penny until your clean is done. We place a hold for the full price on your card through Stripe, either when you book or 7 days before your clean. Cancelling or moving without the £100 fee needs 24 hours’ notice.
Here is the rest of it in plain English, from the booking page to our 24-hour re-clean guarantee. The full wording is in our terms and conditions.
How booking works
You book on our booking page, at any time of day or night. Choose the number of bedrooms and bathrooms and the price shows straight away. Then pick the date and time you’d like your cleaner to arrive.
Please book for the full size of your home, even if you only want some rooms done. The kitchen, bathrooms and hallways still take time, and the size you book decides how much time your cleaner is given. If you have pets, mention them when you book.
Extras and any special instructions can be added on the booking page. If you want to change something later, call, text or email us rather than asking on the day. Our cleaners work from the booking we agreed with you, so they can’t add jobs once they arrive.
If you’re after regular cleans, you can book them weekly, fortnightly or monthly. If your home has not had a professional clean in the last month, your first visit is a deep clean.
Before every booking, not just the first, I call you to confirm the details. Your price is based on the size of your home and its condition, so please be upfront about both. If the home is bigger or needs a lot more work than was booked, the price can change.
If you’re not sure how to put what you want into words, I’ve written about how to communicate your cleaning needs clearly.
When you pay, and how
Payment is by card through Stripe. We place a hold on your card for the full price, either when you book or 7 days before your clean, and the money is only taken once the clean is complete.
The hold works for both of us. Nothing is charged until the work is done, and your cleaner’s time is kept for you.
A few other payment points:
- Your card details are handled by Stripe, and our system doesn’t store your card number, only a token.
- Your receipt is emailed automatically once payment goes through, to the email address you booked with, so check it’s typed correctly. If it doesn’t arrive, ask us and we’ll send one.
- Tips are appreciated but not required. You can leave cash or we can add a tip to your card payment, and your cleaner gets all of it.
- If you have a gift card, enter its code on the booking page, and any balance left over can go towards a future clean.
Cancelling or moving a clean
Plans change, especially when you’re moving house. If you need to cancel or move your clean, please give us at least 24 hours’ notice. With less notice than that, there is a £100 cancellation fee.
To let us know, call or text 07476 687221 or email [email protected]. Telling your cleaner on the day doesn’t count as notice. We’re open Monday to Saturday, 8am to 6pm, and closed on Sunday.
The 24 hours matters because our cleaners’ daily pay is based on the homes booked in. A late cancellation leaves a slot we can’t give to another customer.
If you have a regular clean, three more things are worth knowing:
- There is no long-term contract. You can stop your regular clean with the same 24 hours’ notice.
- Moving a regular clean can change the price of the next one, because the discount depends on how often we come: 20% off weekly, 15% off fortnightly and 10% off monthly. Skip a fortnightly clean, for example, and the four-week gap means the monthly rate applies to your next visit.
- We close on eight public holidays, listed in our terms, including Christmas Day and Boxing Day. If your clean falls on one, we’ll contact you about 1 to 2 weeks before to move it.
Keys and getting in
You don’t have to be in while we clean. Tell us how your cleaner can get in, such as a key code or a drop box, and we’ll work out the details with you.
On the day:
- Your cleaner arrives within an hour either side of the booked time, to allow for traffic. If there’s a longer delay, we’ll tell you before the clean.
- Burglar alarm: switch it off before we arrive, or give us the code and how to enter it, and let us know if the code changes.
- Pets that roam free: tell us in advance so your cleaner knows to watch the doors.
If your cleaner arrives and can’t get in, we’ll rebook the clean for another day that suits you. A lockout can carry a charge, set out in our terms, so it’s worth checking the key or code the day before.
Our 24-hour re-clean guarantee
Every clean comes with our 24-hour re-clean guarantee. If you’re not happy, tell us within 24 hours and we’ll come back and re-clean it for free.
Call or text 07476 687221 or email [email protected]. List the areas that were missed and send a photo of each. The re-clean covers the areas you list within those 24 hours, so have a proper look round before you get in touch.
We arrange the re-clean with you, and you’ll need to be available to give us access. The re-clean is for what was missed. A new service can only be added to it if it meets our minimum for new services.
One thing to bear in mind: once you’ve told us you’re happy with the clean, by phone, text or a reply to our email, we can turn down a re-clean asked for after that. So take your time looking round before you sign it off.
More on booking, paying and the guarantee is on our cleaning FAQs page.
You can see the starting price for your home size on our prices page.
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