Find answers to common questions about our cleaning services,
bookings, and account management.
Simply fill out our secure booking form and select your preferred cleaning date. Once submitted, we'll send you an acknowledgement email. If your chosen slot is available, we'll follow up with a confirmation. If not, we'll be in touch to discuss other options.
Log into your account and switch to the new interface. Your upcoming booking will be right there — it's straightforward to adjust your schedule, change dates, or cancel. Remember to give us at least 24 hours' notice to avoid cancellation fees.
Yes! Switch to the new interface in your customer account, click the cancel button on your next booking, and you'll have the option to cancel just one or all future bookings. Please give at least 24 hours' notice.
For regular cleaning, you can find your cleaner's name in the 'Your Next Booking' section of your account. You'll have the same cleaner each time unless they're unavailable — we'll always check with you before sending a replacement.
When booking, include details in the 'special instructions' column. You can edit this anytime via 'Your Next Booking' > 'Make Changes'. Add info about property access, alarm systems, cleaning preferences, product locations, and pets.
Payment is usually processed around 5pm on the day of your cleaning. We place a hold on your card the day before to ensure funds are available. When you first join or update payment details, your bank may show a £0.00 active card check.
Click on your name in your customer account, then select 'Manage Addresses' from the drop-down menu to update your address details.
Go to the login page, enter your email, and click 'Forgot My Password'. You'll receive a reset link via email. Alternatively, if logged in, click your name > 'Change Password'.
We use Stripe, one of the world's largest and most secure payment platforms, to handle all payments. Your payment information is never stored on our servers.
When you refer a friend, they get a £10 discount and you earn £10 credit on your next booking. Enter your referral code in the discount field when booking. If you haven't received your code, email us at info@pennyscleaning.co.uk.
We apologise for any inconvenience. Email us at info@pennyscleaning.co.uk and we'll investigate promptly and keep you updated.
Your cleaner's arrival time is on your account homepage. We offer a 2-hour arrival window. You can reschedule without a fee with 24 hours' notice.
Call us at 01752 564456 or email info@pennyscleaning.co.uk. Office hours: Monday–Friday, 9am–4pm.
We require at least 24 hours' notice before your scheduled cleaning. The cancellation fee is 70% of the booking cost.
After each booking, you'll receive an email with a simple smiley face rating system. This helps us maintain high standards and gives feedback to cleaners.
The minimum booking is 2 hours. We recommend 2 hours for a 1-2 bedroom property with 1 bathroom, adding 30 minutes per additional room.
For safety reasons, cleaners won't lift heavy items, clean exterior windows, handle biohazards, do gardening, defrost freezers, unblock pipes, or handle pest control.
No contracts! You can cancel anytime without fees, as long as you give 24 hours' notice before your next scheduled booking.
You can check your next scheduled clean in your customer account. We also send an automatic email reminder the day before your cleaning service.
General Home Cleaning (weekly, fortnightly, or monthly), Deep Cleaning, and End-of-Tenancy Cleaning.
Kitchen, bathroom, and all rooms: surfaces, mirrors, bins, skirting boards, vacuuming & mopping. Bedrooms include bed making with fresh linen.
A thorough top-to-bottom cleaning including baseboards, corners, and frequently touched surfaces. Add-ons available: inside cabinets, inside windows, inside fridge.
Our most comprehensive service: all reachable areas, appliance exteriors, deep kitchen/bathroom cleaning with descaling, windowsills, skirting boards, and full vacuuming/mopping.
When booking, choose from: someone will be home, gate/lockbox code, hidden key, or other. You can update access info anytime in your account.
Your cleaner keeps your spare key safe between cleans. We assign a unique code to the key fob and remove any identifying info.
After cleaning, your cleaner secures the property per your locking instructions. Our system ensures misplaced keys cannot be linked to your property.
You'll need to provide a vacuum cleaner and mop & bucket. For cordless vacuums, please ensure they're fully charged.
Unfortunately no — since many cleaners rely on public transport, you'll need to supply a vacuum and mop & bucket at the property.
We pair you with the most suitable local cleaner available at your chosen time. All cleaners have a minimum of 1 year's professional experience.
Yes! For recurring bookings, you'll have the same cleaner each time.
Email us at info@pennyscleaning.co.uk and we'll arrange the best available local replacement.
Complete all account details, mention pets, share where equipment is stored, ensure equipment works, book enough time, and provide plenty of notice for schedule changes.