Customer Guidelines

Client Guidelines – Class Clean

We’ve created these guidelines to set clear expectations and ensure a safe and seamless experience for both our clients and staff. Please review them carefully and contact us with any questions before your first cleaning.

Preparing for Your Cleaning

We’re happy to assist with tidying and decluttering if requested, but this may impact cleaning time. To help us deliver the best results:

• Put away loose items such as papers, toys, and dishes.

• Make hoovers accessible if you prefer us to use yours.

• Secure any fragile or sensitive items in advance.

Cleaning Products

We use eco-friendly products safe for all surfaces. If you prefer us to use your own products, we cannot be held responsible for any damage.

• Bleach will not be used, even if requested, due to safety reasons.

Technology & Reminders

You’ll receive:

• An email reminder 3 days before your cleaning.

• A text reminder 1 day before.

Please note: Texts are one-way and cannot be opted out of, but you may silence them if needed.

Labour Hours vs. Clock Hours

We charge by labour hour unless otherwise noted.

• Example: 1 cleaner for 3 hours = 3 labour hours.

• 2 cleaners for 1.5 hours each = 3 labour hours.

Biohazards

To protect our staff, notify us in advance of any biohazard risks (e.g., mold, infestations, pet/human waste).

• If a biohazard is identified during cleaning, we may need to postpone service until resolved.

Safety & Heavy Items

• Cleaners do not move heavy furniture to avoid damage or injury.

• Cleaning under beds is available upon request.

Service Times

We operate Monday–Friday, 9:00 AM–6:00 PM. Arrival times may vary by 15 minutes due to scheduling.

• Weekly fixed times cannot be guaranteed unless pre-arranged.

• Appointment reminders will always be sent.

Home Entry Options

1. Be home to let us in—failure to provide access may result in a 50% fee.

2. Provide a key/code—incorrect codes may result in a 50% cancellation fee.

3. Use a lockbox—missing keys or codes may incur a 50% lockout fee.

Note: Class Clean is not liable for theft or damage if doors or keys are left unsecured.

Distraction-Free Environment

For safety, cleaners require a distraction-free workspace.

• Unsafe environments may lead to service cancellation with a 50% charge and no further bookings.

Payments

• Invoices are sent via email and text after cleaning, with online payment options.

• Late payments may result in:

• Holds on future services.

• 2% daily interest after 30 days.

Cancellations

• 48 hours’ notice is required to avoid a 50% charge.

• Cancel by emailing hello@classclean.co.uk or calling 0800 009 6196.

Price Increases

Class Clean reserves the right to adjust prices with 1 month’s notice.

• Clients may cancel services before the increase without penalty.

Quality Control

We value feedback and may conduct random quality checks during cleanings to ensure high standards.

Pets

For safety, please secure large or nervous pets during cleaning.

• We cannot clean animal waste to avoid contamination.

Damages & Breakages

While our team is careful, accidents can happen. If something breaks:

• We will report it immediately and discuss solutions.

• We are not responsible for:

• Existing damage.

• Unstable items, such as floating shelves.

Hoover Policy

We prefer using your hoover to prevent cross-contamination.

• If unavailable or non-functional, we may not be able to vacuum.

• We cannot be held responsible for hoover repairs.

Satisfaction Guarantee

We’re committed to exceptional service.

• Report concerns within 24 hours to hello@classclean.co.uk or 0800 009 6196.

• We’ll re-clean affected areas free of charge.

Thank you for choosing Class Clean. We’re looking forward to making your space cleaner.