FAQs

How do I book with OurCleaner?

Booking is easy. Simply enter your postcode and select the time and date you would like to use OurCleaner and choose from the available cleaners and the reviews from our customers. You will need to tell us about the type of clean you need and provide a few details and you pay online, easy!

What if I need to change a booking or cancel?

That’s very simple too. Just log into to your account and click on manage or cancel a booking. From here the system will prompt you to select another date or time or if you are cancelling more than 48 hours before the time booked you can request a full refund which will be paid into your account within 72 hours.

How do I let the cleaners into my property and should I provide a key?

If it’s your first clean with OurCleaner, we ask that you are there to let the cleaner in and briefly explain any particular special instructions that you may have. If it’s a second clean when you book online, you can give the cleaner instructions as to where they can pick up and return the keys if you won’t be at home at the time of your booking.

How does the dispute resolution system work if I have a complaint?

We hope to offer you a great service but if there is something you aren’t happy with then we want to know. After your clean is complete you will receive an email asking you to rate the clean. If there is an issue that you need us to look into or you want to provide more detailed feedback you can contact us via the contact us tab on the website. We will look into the issue for you and provide a response. This allows you the peace of mind of talking to us who will deal with issues on your behalf.

How can I provide feedback on the cleaner?

Its super easy - at the end of the clean we email you and ask one simple question. Just rate your experience 0-5 stars. We’ll get back to any customer with a rating of 2 or less and aim to ensure only cleaners with consistently high scores appear on OurCleaner.

What about special instructions - how do I provide these?

When you book your clean we will ask you if there are any special instructions that we need to be aware of such as pets in the house, whether particular cleaning products should not be used or if certain rooms or ornaments should not be cleaned or require special attention. If there are particular areas that need extra attention just tell us.

How do I pay with OurCleaner?

It’s so simple! When you are ready to book OurCleaner will direct you to the payments page and you enter your card details to allow you to pay online. We will hold the payment until your cleaning appointment has occurred and only then is the cleaner paid. Easy!!

What about cleaning products - who provides these?

We ask you to provide the cleaning products that you want to be used in your home. That way you retain control and it’s more hygienic.

What about my personal information - is it safe?

Yes, absolutely. OurCleaner is registered with the Information Commissioners Office and our privacy and cookies notices are available on our website. We only supply minimal details in relation to the clean to the cleaner attending, including your name and address, contact number and special cleaning instructions. We take your privacy seriously and have built in privacy by design into OurCleaner as much as possible.

What about valuable items in my home?

If there is anything that has special or sentimental value it would help if you could tell us so that we can take extra care. We recommend that all high value items are insured and photographed but OurCleaner is an insurance backed service and so you can have peace of mind that you are covered in the event of a breakage.

If I am making a booking on behalf of someone else how does this work?

We recognise the benefit of being able to book for someone else. Please ensure you have the homeowner’s permission for OurCleaner to attend and that you have made adequate arrangements for OurCleaner to get into and out of the property. The rest of our service remains the same and as the booker you will be asked for feedback on behalf of the homeowner.

What is OurCleaner?

OurCleaner is an online platform which helps cleaners find new customers by allowing you to advertise your cleaning services. We help you to manage all of your bookings in one place and process payment so you can focus on growing your business.

How much does it cost to use OurCleaner?

Creating a profile on OurCleaner is completely free. We allow you to set your own hourly rate. From this, we charge a small commission. The fee for use of our platform is 20% of the fees generated by you. Our commission system means we only earn if you do.

How do I create a profile?

We always welcome applications from cleaners who wish to be listed on OurCleaner To create your profile, simply click on the ‘Register as a Cleaner’ in our website page. From here, you will be invited to create your very own profile, in which you can advertise your cleaning services to the thousands of people visiting our site each week. It doesn’t take long to create your profile and once you're live, we’ll quickly start matching you with new customers.

How will I be contacted?

Once you have signed up and your profile is "Live" on the OurCleaner website, customers will be able to see it when they search for a cleaner in your area. You'll be sent an email notification as soon as a customer contacts you, so you'll never miss an opportunity. It's then easy to follow the link in the email to get back to the site to reply and accept your appointment.

How often do I have to clean?

One of the best things about being a cleaner on our site is the flexibility you have to clean as much or as little as you want to, whenever you want to! As a cleaner with OurCleaner, you'll manage your whole cleaning business and that includes how much you charge per hour.

What should I write in my bio?

Your bio should be a professional personal statement, which sets out your experience. This is your opportunity to sell yourself to potential customers so it should be friendly, professional and written in the first person. Your cleaning profile is your space to sell yourself to potential customers and we know from experience that customers are much happier to contact cleaners when they've seen a photo of them - it always helps to be able to put a face to the name!