Frequently Asked Questions
We’re here to make cleaning simple, transparent, and stress-free. Find quick answers below to the most common questions about our services, booking process, payments, and more.
About Hello Clean
Q: Are you a franchise or a single company?
A: Hello Clean is an independently owned, nationwide cleaning business — not a franchise.
Q: Where do you operate?
A: We operate across the UK, with cleaning teams in most major towns and cities.
Q: Are your cleaners vetted?
A: Yes — all Hello Clean professionals are fully vetted, trained, and insured.
Q: Can I speak to someone before booking?
A: Of course — our support team is available by phone or email if you have any questions before making a booking.
Bookings, Cancellations & Access
Q: How far in advance do I need to book?
A: We recommend booking at least 48 hours in advance, but we can often accommodate urgent cleans at short notice.
Q: What’s your cancellation policy?
A: Cancellations made 24+ hours in advance are free. Late cancellations may incur a charge to cover allocated staff time. Please refer to our 'Terms of Service' for more information.
Q: What if my clean takes longer than expected?
A: We allow enough time based on property size and condition. If more time is needed, we’ll inform you before proceeding.
Q: Do I need to provide anything?
A: No — our cleaners arrive fully equipped. For post-sale or end of tenancy, the property should ideally be empty.
Payments, Pricing & Discounts
Q: How do I pay?
A. For end of tenancy and deep cleaning, payment is via cash or card upon completion of your clean. For other services, payment terms will be discussed at time of booking.
Q: Do you offer discounts for property professionals or agents?
A: Yes — we offer trade rates and discounted packages for letting agents, estate agents, landlords, and property managers. Get in touch for a tailored quote or partnership offer.
Q: Do you charge VAT?
A: VAT is included where applicable and clearly itemised in your quote or invoice.
Q: Are there any hidden fees?
A: No. All pricing is transparent, and optional extras are clearly listed at the time of booking.
Commercial Cleaning
Q: What types of businesses do you clean?
A: We work with offices, shops, warehouses, estate agencies, managed properties, and more.
Q: Do you offer one-off or regular commercial cleans?
A: Both! Whether you need a single deep clean or a regular schedule, we’ll build a plan that works for you.
Q: Are you insured?
A: Yes, all our cleaners and services are fully insured for commercial and residential jobs.
Disaster Recovery Cleaning
Q: What types of disasters do you cover?
A: We handle fire damage, flood damage, mould remediation, and general trauma or emergency cleans.
Q: Do you work with insurance companies?
A: Yes, we regularly coordinate with insurers and loss adjusters and can provide documentation/photos as required.
Q: Is this service available 24/7?
A: Emergency jobs are available at short notice — please call directly for urgent assistance.
End of Tenancy & Deep Cleaning
Q: What’s included in an end of tenancy and deep clean?
A: Our comprehensive service includes deep cleaning of all rooms, appliances, cupboards (inside and out), skirting boards, internal windows, and more — meeting agency and landlord standards.
Q: Do you offer any guarantee?
A: Yes, we offer a 72-hour satisfaction guarantee. If your landlord or agent isn’t happy, we’ll return to address any issues free of charge. Please see our 'Terms of Service' for more information.
Q: Do I need to be at the property during the clean?
A: No, as long as we have access. You can provide keys or arrange key collection with us ahead of time.
Q: Are carpets and upholstery included?
A: Standard end of tenancy cleans don’t include carpet or upholstery cleaning, but these can be added as extras.
Q: How long does an end of tenancy clean take?
A: It typically takes between 4 to 8 hours, depending on the size and condition of the property. Larger homes or heavily soiled properties may take longer, but we’ll always let you know in advance if extra time is needed.
Can’t Find Your Answer?
No problem — we’re here to help. Whether you’ve got a question about a service, a booking, or something more specific, our friendly team is just a call or message away.