HOW CAN WE HELP?

HELP & FAQS

No, you are not bound to stay with Tidy Life either you choose a regular or one off service, However please check our cancellation policy.
If a client wishes to cancel or adjust the time of a cleaning visit, at least 24 hours notice prior to the cleaner’s next scheduled service is required. Please allow us enough time for cancellations. Last minute cancellations (less than 24 hours notice will be charged at least £10 for cleaner’s compensation of cancelled work). Cancellation or change of all job arrangements must be made through the email or phone or just through your online account. It is not sufficient to just notify a worker of change.
We do keep your regular cleaner busy for the time you are away or do need to have a clean. However if you do cancel for more than 3 weeks in a row we might schedule your regular cleaner for other permanent work. Once you will request to have a cleaner back in we will assign a new permanent helper.
Is your responsibility to make sure the cleaner has access to the property. You can leave the keys with Tidy Life, leave the keys in a safe place or let the cleaner in at a specific time. Please make sure always the cleaner has access to the property, if they arrive for the appointment and won’t be able in you will be charged a last minute cancellation fee.
Please let us know if you would like your regular helper changed and we will make sure a new helper is assigned. If you have a preference let us know and we will check if the helper is available for your slot.
Please give us a feedback as soon as you can. If you haven’t been happy with the cleaning please do let us know, we will get in touch and will make our best to rectify it.
If you are happy for us to have your keys, they will be introduced in our Key Register, a Key receipt will be sent out to you and any cleaner who will have access will sign a Key Security Form. We will do the handover of the keys if the cleaner is to be changed.
Should a Client’s designated day fall on a public/ bank holiday it is to be expected that the worker will not work and will be unable to do so until their next scheduled appointment. Some workers are however happy to work on bank holidays. Please contact us in advance to make relevant arrangements.
Yes, we do hold a valid public liability insurance for up to £1mln.
The customer is to provide the cleaning materials. All the helpers are instructed to leave notes when they need a specific cleaning products. However you can ask that your cleaner buy the cleaning materials and you will reimburse them. A cleaning materials list can be sent or left with you as a guide.
Please check the list, but please tailor your service as you like. Let us know of anything you would like us to pay attention to or add any extra service you wish (ex: ironing, washing, water plants, sweep in the garden, clean oven or fridge). We are flexible and try to work around our customer needs rather than sticking to a list.
If your scheduled cleaner is not able to attend for any reason you will be informed as soon as we know and we will discuss about arranging a replacement cleaner. However, Should the introduced cleaner go on holiday or leave for any reason whatsoever, then the company will undertake to supply a replacement cleaner at the earliest opportunity and in any event within 10 days of notification of the departure of the original introduced cleaner. We aim to keep your original slot and are guided by your preference.