Home FAQ

Frequently Asked Questions

We’ve tried to make using our App and website as easy as possible, but just in case you need a little more info, we’ve put together a detailed list of the most frequently asked questions to help you out.

About Smart Clean

  • What makes Smart Clean different?
    We are a family owned business and use our industry leading booking system to ensure your cleaning can be managed and booked in the easiest way possible. We never use agency cleaners, and ensure our cleaners are we'll looked after, from regular incentives and bonuses to ensuring they are paid at least the living wage. We also aim to become a one stop shop for all your cleaning needs and already cover many of the services covered only as individual services by other companies.
  • What makes Smart Clean better than the rest?
    We are also ISO9001 registered meaning we conduct our business and practices in a professional and internationally recognised manner. Our state of the art booking system on both our website and through our mobile app, is right at the forefront of technology on offer today, ensuring your booking and entire cleaning experience, is unparalleled.
  • What is the Smart Clean Promise?
    We promise to ensure every clean is carried out to meet and exceed your expectations every time. If not, we'll do it again for free, and give you 10% off your next clean. No extra costs, No hiding behind excuses. And if you're still not satisfied, we'll give you your money back. No questions asked.

Booking a Clean

  • How do I make a booking?
    To make a booking, simply pick the service you require from our landing page, and choose your options for your smart clean. Once decided, fill out our secure booking, giving us a few details about yourelf, and selecting the time and date that you want us to clean. It's as simple as that and will take less than a minute. Once you have completed your booking you will receive a confirmation text instantly. You can then either download our app, to track your clean, and give you an easier way to book your next clean, or await your service date, when you'll receive notifications at each stage of your clean.
  • What if I don’t want to book online?
    Don’t worry. We still take bookings the old fashioned way. If you'd prefer to speak to someone about your clean, feel free to email us for a quote at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.
  • How do I change or cancel my booking?
    It is simple to amend or cancel your booking, you can either login to your account or please email us at customercare@smart-clean.co.uk and we will take care of your request. Please give us 48 hours notice if you wish to cancel your booking. Any bookings cancelled within this time, will result in a fee equal to 25% of the cost of the cancelled booking.
  • What if I need to make a last minute booking?
    We do have a number of cleaners who are available at short notice. However, sometimes last minute bookings aren’t possible. Simply call us on 0117 239 5750 where we will be happy to try and accommodate your last minute cleaning requirements.
  • What is a silver clean?
    This is our standard cleaning service that we provide. This is normally suitable for customers having regular cleaning carried out by us, where this is available as an option. To see a detailed list of what's covered, click on the silver clean button on the service you require where all our checklist items will be explained.
  • What is a gold clean?
    This is our deep cleaning service that we provide. This is normally suitable for less regular cleans and potentially where a property hasn’t been cleaned in a little while. This clean is suitable where a customer may require a bit more of a thorough clean than that of our silver service, but where the dirt may be more superficial than engraned. To see a detailed list of what's covered, click on the gold clean button on the service you require where all our checklist items will be explained.
  • What is a platinum clean?
    A platinum clean is our highest level clean. This is suitable for end of tenancy cleans, to bring a property back to a loved state, and ensure all nooks and crannies are cleaned to ensure every area of the clean looks as good as it ever did. To see a detailed list of what's covered, click on the platinum clean button on the service you require where all our checklist items will be explained.

About your booking

  • What regular cleans can I book?
    We have various regular clean options depending on the service that you need. From daily cleans when it comes to business or home cleaning all the way up to annual cleans for things like gutter cleans. If the regular clean option available on our app or website doesn't suit your needs, feel free to email us for a unique regular clean quote at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.
  • Can I book a one off clean?
    Yes you can. We know it's not always easy to know when you may next need a clean, so our one off clean service makes it easy. Book your clean for the date and time you require, and that’s it. We'd love to see you back again, but that’s entirely up to you.
  • What if the service I need isn't listed?
    Whilst we've tried to include all our services on our website and app, we know that sometimes you may need something that little bit extra, or slightly different. No worries. Feel free to email us for a unique quote at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to see if we can help you out.
  • How do I know my booking is confirmed?
    Once you’ve booked and paid your deposit,you'll receive an automatic text message to the number you used at booking. This will confirm your booking has been made, and will also supply you with a link, to automatically download our app, which will have all the details of your booking on it too. If you have any issues, feel free to talk to one of our customer care representatives at customercare@smart-clean.co.uk or call us on 0117 239 5750.
  • When will my cleaner arrive?
    Your cleaner will aim to arrive just before the start time of your booking. Our cleaners are equipped with our agent app, giving them details of every clean, including automatic reminders before they start, and integrated with a handy navigation system to help them get to your location in the quickest time. Whilst they are trained in how to keep good time for every clean, we know the unexpected can sometimes occur. If they are running a bit late, all cleaners are expected to keep you informed at all times. You can also track your cleaner through your app to check their journey to you.
  • Will I get a discount if I book a regular clean?
    Yes. All regular cleans have a discount % applied depending on the frequency of your selected clean. Th more frequent you need your cleaning done, the more discount we give back to you.
  • How do I know my cleaning has been completed?
    Once your cleaner has completed the clean to the required standard, they will log into their app and complete the clean. This automatically sends you a notification to confirm your service has been completed. If you have opted for a regular clean and have had a checklist created, you will also be sent a photograph of your cleaning checklist to ensure all your requirements and activities have been completed to standard.
  • Can I make any special requests?
    Yes. Feel free to include any special requests within the more information section of the booking form.If we need any more information we'll contact you before your clean to confirm. If you'd prefer, feel free to talk to one of our customer care representatives at customercare@smart-clean.co.uk or call us on 0117 239 5750.
  • Do I need to be present for my clean?
    No you don't need to be home whilst we clean. If you would like to leave the key with a neighbour or somewhere secure then we can collect it. Just add instructions when you make your booking. For some services, like gutter or external window cleaning, we have fully equipped vans that mean we never need to use your electricity or water supply, so can carry these out without you ever being home.
  • Can I leave keys with you for regular cleans?
    Of course you can. If your business or home cleaning need to be done at times when you won't be available, or you won't have anyone able to open up for us, we can always keep a spare set and ensure your premises are locked up securely and keys kept safe along with all your belongings.

Billing and Payment

  • How do I pay for my Clean?
    We take your credit or debit card details at the time of booking. We accept all major credit cards and debit cards. Your details will be taken at the time of booking, however rest assured, we do not have any access to these. We use Stripe for all payments. If you have set up or requested a regular clean, we will normally use go-cardless to take a direct debit at the most convenient time to you, normally on or just after every clean. For business customers, invoices can be sent on a monthly basis where required.
  • Do I have to pay everything up front?
    No. We never charge you for your entire clean before it has been carried out. A 10% booking deposit is charged for all cleans to confirm the booking. The remainder of the value of your clean will only be charged once the clean has been completed. Normally within 24hours of completion. We accept all major credit cards and debit cards for . For business cleans, we use go-cardless to set up a direct debit for regular cleans, and will invoice on a monthly basis, with payment to be taken on the 1st of every month.
  • Will I be charged if I cancel my booking?
    If you cancel your booking with at least 48 hours notice, prior to your clean start time, we won't charge you any cancellation fees or charges. Should you not wish to re-arrange your booking, a 5% handling fee will be charged, with the remainder of your deposit refunded back to you. Should you wish to re-arrange your booking for another time, or to change your booking to another type of clean, we will use your deposit against this clean, without any further penalty. Should you cancel within the 48hours prior to your booking, whether you rearrange or not, you will be charged 10% of the value of your clean. Your deposit if equal to this, will be taken as the late cancellation fee.
  • Is my payment secure?
    Yes. Our payment gateway is provided by Stripe. Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide. We never store any payment details. No Smart Clean representative will ask you to confirm your card details on the phone or by email. Smart Clean do not as a company have access to your account details when entered through our app or website as all details are controlled by Stripe.
  • When will my complete payment be taken?
    The remainder of the value of your clean will only be charged once the clean has been completed. That is, once you have received confirmation via text message that your clean has been completed. Normally payment will be requested from your account within 24hours of this time.

Business / Home Cleaning

  • Do I need to provide equipment and materials?
    All home cleans are carried out using our own equipment and materials. If you'd prefer us to use your own equipment or allow us availability of your materials, please feel free to add this to the information boxes during booking. For business cleans, it is expected that materials and equipment are provided, unless specifically requested during the booking process. Any additional Costs of materials where required to be provided by us will be discussed with you and agreed prior to confirming your clean.
  • Are your cleaners able to hold keys?
    Whilst we do have a means of holding onto keys for regular cleans, these are never held by the cleaners themselves. Where we are supplied with keys, these will be held at head office and kept in a secure location to ensure no loss, or incorrect use of keys occurs. Smart Clean management staff provide access to all cleaners on a daily basis. We do prefer you to allow us to pick up keys from a secure place in or around your property or a neighbour, that can then be left at the same location once cleaning is completed.
  • How many cleaners can you provide?
    We provide 2 cleaners as standard for every home clean. For other cleans we provide cleaners depending on the nature of the clean. Typically we will provide only one cleaner for all other types of services.

Mobile Car Valet

  • Will you need the keys to my vehicle?
    Yes, unless it's left open for us. Even our silver valet service, requires that we clean the inside of the vehicle as well as the outside. Thus not being able to access the inside of the car, van or other will not allow us to carry out a complete clean. Even if you request only an external clean, most modern alarms will be set off by our pressure washer, thus we always request the vehicle is left open, or keys are provided unless not fitted with an alarm.
  • Do you need electricity and water?
    No. Our mobile valet vans are fully equipped with pure water tanks and petrol pressure washers, thus we don’t need to use any of your water supply or electricity.
  • What chemicals do you use?
    We use eco friendly chemicals wherever possible, and with our mobile valet services, only use the highest quality AutoGlym products to ensure your vehicle gets the very best treatment.

Steam Cleaning

  • How long will it take for my floor to dry?
    Vinyl/stone/tiles - Normally dry within 10-15minutes depending on the area covered and temperature in the room. Carpets - In most cases the carpets should fully dry within 24 hours. However this can vary depending on several factors including: Level of soiling, atmospheric conditions and fibre type. it is advised not to walk on cleaned carpets for at least 4 hours and not with dirty shoes or socks, to prevent dirt dragging."
  • Can you guarantee stain removal?
    Whilst we will do our best, and the chemicals and machines we ue are some of the best on the market, we cannot guarantee all stains will be removed. If we arrive on a job and it looks like we may not be able to remove some prominent staining, we will inform you prior to carrying out the clean, to ensure that you are happy with the clean we can provide.
  • How long will it take for my furniture to dry?
    Cloth - In most cases your furniture should fully dry within 24 hours. However this can vary depending on several factors including: Level of soiling, atmospheric conditions and fibre type. Leather - your leather sofas will be dried before we apply leather treatment to bring the leather back to life. Allow at least 12 hours before sitting on any leather sofas to allow the treatment to take effect and really soak into the leather.
  • Do you move my furniture?
    Yes we move and clean under your furniture at no extra cost; we clean underneath then put them back to its rightful place on protective padding as needed. We do suggest you remove items off and out of your furniture like plants, lamps, knick-knacks, books, clothes etc prior to us arriving to clean. There are several items we will not move, including: pianos, televisions, electronics, china cabinets, dressers with mirrors, pool tables, awkward to move beds etc. Please call us if you require more information.
  • How will you clean my leather sofas?
    Leather sofas are hand cleaned using a specialist Ph neutral formula. After the clean is completed a specialist moisturiser is massaged into the leather which protects the leather and brings back natural oils and shine to give you the new sofa feel. We'd recommend you allow at least 12 hours before sitting on any leather sofas to allow the treatment to take effect and really soak into the leather.

Rubbish Clearance

  • How do you measure the size of my rubbish?
    We try to ensure that we are as fair as possible when measuring your rubbish clearance. Any clearance is based upon our square metre size, and is taken as a rough estimate. A little over, we don’t mind and will be happy to carry out the removal of your rubbish as agreed. If we find the rubbish is considerably more than expected, there may be an onsite charge, to take the excess, or we may have to come back another time as space may be limited.
  • How many clearance personnel do you provide?
    We always provide at least 2 clearance personnel for each rubbish clearance. This ensures we can get the job done as quickly as possible, and ensure we've always got the manpower to cope with loading every item of rubbish.
  • What happens to my rubbish?
    All rubbish is recycled where possible and only disposed of at registered addresses with each council district that we operate in. All personnel involved are licenced accordingly and all materials disposed of in a responsible manner.

Window and Conservatory Cleaning

  • Do you use pure water?
    Yes. All our window cleaning vans are fully equipped with pure water tanks and reverse osmosis systems to allow us to deliver pure water direct to your windows. Pure water ensures no streaks or stains on your windows and drys clear, so no drying required.
  • Will you damage my property with your ladders?
    We only use reach and wash systems for all our window cleaning. If you’ve requested a hand dry option for any windows above the ground floor, we'll make sure we locate our ladders on walls that do not have soft cladding, or delicate pebble dash, and ensure safe working practices in all cases.
  • What happens if it rains on my windows?
    Having used pure water on all windows cleaned, this normally provides each window with a thin layer that won't allow rain water to settle, ensuring your windows remain streak and stain free even over a few days of continuous rainfall. Eventually rain water may begin to cause streaks and stains if your windows are not cleaned regularly. We recommend you have your windows cleaned at least once every 4-6 weeks to keep them looking crystal clear.
  • What height can you reach?
    Our window cleaning poles can reach upto 3 storeys high where needed, and will normally be able to reach any loft windows on a two storey house. Any higher than this may require we bring specialist poles or equipment to ensure we can reach your windows. For a bespoke window cleaning quote, feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.

Gutter Cleaning

  • Do I have to be home for you to do my gutters?
    No. However if you have selected to have the sides or rear included, we may need access to your back garden or side gate. Please leave these open for us, or leave us information on your booking with how to gain access or locate keys.
  • Do I need to provide electricity?
    No. Our gutter cleaning vans are fully equipped with petrol generators to ensure we have all the power we need to clean from our vans.
  • Will you damage my property with your ladders?
    We only use our skyvac gutter cleaning vacuum for all our gutter cleaning. If you’ve requested a gutter wash service, we will use our reach and wash poles with our special gutter brushes to ensure we don't have to use ladders where possible. if we need to get any hard to reach bits or gunk, we'll make sure we locate our ladders on walls that do not have soft cladding, or delicate pebble dash, and ensure safe working practices in all cases.
  • What height can you reach?
    Our gutter cleaning poles and equipment can reach upto 36ft which is enough to reach gutters at least 2 even 3 storeys high. Any higher than this may require we bring specialist poles or equipment to ensure we can reach your gutters. For a bespoke gutter quote, feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.
  • What happens with my gutter waste?
    All gutter waste is recycled and used as compost where possible and only disposed of at registered addresses with each council district that we operate in. All personnel involved are licenced accordingly and all materials disposed of in a responsible manner.
  • How will I know my gutters have been cleaned?
    Our gutter cleaning equipment is equipped with cameras to ensure we can accurately collect all gutter waste and ensure your gutters are as clear as possible. After every gutter clean, well send you images of your gutters before and after, as well as images of the waste collected in our machine, to give you full piece of mind, that your clean has been carried out as required.

Laundry Cleaning

  • What temperature and type of wash will you do?
    All items will be washed at 30 degrees, then dried on a medium heat. Any extra care items required - dry clean, lower or higher temperature cleans required, we request you use our extras to have this type of booking added to your laundry request. We can alter the temperature and wash type for certain types of care labels provided you include similar wash items in a separate 5kg load and select the appropriate number of loads depending on your separate requests. Please include details in the information section on the booking form.
  • Can I send items without a care label?
    Of course you can. Our laundry team are all very experienced laundry operatives, and will aim to clean your clothing in the most appropriate way. Please note we cannot accept responsibility for items without care labels.
  • What kind of items can I include in my laundry?
    You can include all types of clothes or bedding that you would normally wash in your washing machine at home. Delicates and special wash items can be included, provided you have selected the appropriate number of separate 5kg loads based upon the different wash options for your clothing, otherwise all will be washed at 30 degrees and dried at a medium heat. For dry cleaning and other cleans you can select the extras within the form. These will all be picked up at the same time, however clothing may arrive back at different times depending on the size of the load/type of laundry clean.
  • How big is a 5 kilo wash?
    A 5 kilo wash is the size of a standard home washing machine. A small suitcase you may carry as hand luggage on an aeroplace is a good example of this size when considering the amount of clothes that can be washed in a 5 kilo load. For example a double duvet may require a single load just by itself. If you wanted this washed along with a small suitcase of clothes from your holiday, you may need to pick 2 loads from the options menu.
  • Should I separate lights, darks and colours?
    Don’t worry about seperating your colours, and lights or darks. We will do this for you when we get your items back to our facility. We always check the care label first to ensure we carry out the right kind of wash for your items.
  • Can you hand wash my items?
    Unfortunately not. Items which must be hand washed, will be returned unwashed.
  • Can I include knitwear?
    Knitwear occasionally needs to be washed with a delicate wash or hand wash cycle. Please consider a separate load for any knitwear to ensure this is washed as required according to the care labels. Please also state number of knitwear washes in the information box to us, so that we can ensure this is carried out. We cannot be held responsible where we have selected an appropriate delicate wash for knitwear where this has been carried out in accordance with your requirements. We always check the care label first to ensure we carry out the right kind of wash for your items.
  • Can I wash items that have tears/tassles in them?
    Yes, we'll do all that we can to ensure these items are treated delicately and any further tears are prevented.
  • Can you clean goose, duck, down or synthetic feather fillings?
    Yes. We can clean all types of feather and synthetic feather fillings. We always check the care label first to ensure we carry out the right kind of wash for your items.
  • Can you clean leather, fur, velvet or suede?
    Unfortunately not. We do not yet have the facilities to carry out this kind of laundry service, although hopefully in the near future we will.
  • Are there any size restrictions?
    We will wash anything that can easily fit within a single 5kilo load. If you require more information on a particular sized item, please feel free to contact us for more details on 0117 239 5750.

Extras

  • What extras are available?
    All extras available are detailed within each service page when making a booking. We are able to take special request so don’t hesitate to get in touch with us, where we'll do our best to accommodate your specific requirements. Feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.
  • Can I book an extra as a separate clean by itself?
    Sure. Just contact us to arrange a bespoke quotation and service option. Feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.
  • When will my extra service be carried out?
    Normally we'll carry out all the extras along with your regular clean or one off cleaning service. If you’ve booked an extra as a single service, then we'll carry this out at the agreed date and time set when your booking is made. On the rare occasion that we've run out of time to carry out your extra service requirement, we'll ensure were able to carry it out at a time and place convenient to you or we'll take it away if we can and bring it back completed the next day (for example in the case of ironing).
  • Is there any extra you can't do?
    Unfortunately we can't carry out every service yet that we'd like to. But we're working on adding everything to our list of extras and services. Feel free to get in touch, but on the rare occasion that we can't help you out, well try our best to pass you onto someone who can. Feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss your requirements.

Smart Cleaners

  • Do you use agency cleaners?
    No. We never use agency cleaners. Not that we don’t trust other employment agencies or the standard of cleaners provided by them, but we like to make sure all our cleaners are trained against our strict requirements, and any issues are kept to an absolute minimum. We also like to ensure our cleaners are fully aware of our systems and give you the standard of clean and commitment that you expect.
  • How much do you pay your cleaners?
    We are a member of the living wage organisation, and as such ensure that we pay our cleaners a wage that can enable them to live to a reasonable standard based upon their hourly rate. In 2017 the living wage was set to £8.75 which we commit to pay as a minimum wage for all cleaners. This rate continues to increase with inflation and we commit to ensure we maintain our rates with these standards set, to ensure our cleaners earn a fair wage for the hard work and commitment they put into every clean.
  • Will I always get the same cleaner everytime?
    Unfortunately, we can't gurarantee you will always get the same cleaner everytime. Due to the vast range of services we offer, and the extensive skills our cleaners have, to be able to provide all these services, we may need to deploy cleaners to the nearest job or best job dependant on their skills to ensure our customers get the best agent for every job they request. Rest assured that all our cleaners are trained to the highest standards possible and that we will always esure your clean is carried out to your exact requirements everytime.
  • How trustworthy are your cleaners?
    All our cleaners are, as part of the recruitment process, required to provide an advanced DBS check, to ensure they do not contain a criminal record or any adverse history which may otherwise impose a risk to your property or belongings. As part of our disciplinary procedures, any case of theft or negligence resulting in damage or loss to a customers property immediately results in a breach of contract for any employee, and is considered gross misconduct, resulting in termination of their employment. We only expect complete honesty and trustworthiness from all our cleaners and tolerate no exceptions.
  • How are your cleaners rewarded?
    Every month, we reward every top rated cleaner (from your honest feedback ratings) with a bonus in the form of cash or gift cards to reward them for their great work. We also annually provide a profit sharing scheme for all employees, part time or full, to reward them for their contribution to the business's success. We also like to carry out adhoc gestures of appreciation to all staff, where they've gone beyond the call of duty.

Insurance & complaints

  • What insurance cover do you have?
    We always have at least £2million public liability insurance to cover your property and belongings. Feel free to request a copy of our insurance certificate should you need this for your records.
  • Are all your cleaners insured?
    All employees are covered under our insurance policy for employers liability and public liability. Any Smart Clean agent on a self employed basis employed by us, must at all times be insured to the same level of cover as our insurance policies and have these available for regular inspection at all times, to ensure any property, belongings and the advice we give is covered to protect you, our valued customer.
  • If I'm not happy with a clean how do i complain?
    Feel free to email us at "sales@smart-clean.co.uk" or call us free on 0117 239 5750 where we'll be happy to discuss any issues you have with our service or cleaners. We'll always try to resolve any issue without question, and always aim to fulfill the smart clean guarantee on every clean.
  • What happens if your cleaner breaks something?
    Breakages are never acceptable, but we all know theres always a possibility that an accident could happen. If one of our cleaners accidentally breaks anything within your property, our first course of action is to immediately replace the value of the item broken. We'll always try to negotiate an equivalent replacement or cost for your item, and aim to replace this within 48hours where possible. Please rest assured, your belongings and property are of the utmost importance to us, and we'll do all we can to ensure any loss is compensated for.
  • What do I do if I have a complaint against a cleaner?
    We know, no relationship can be forced. If you're not happy with any of our cleaners, feel free to contact our customer care team where we'll discretely and efficiently arrange for an alternative or seek a resolution to your issue. We will always seek to maintain your privacy and discretion on any complaint raised.