Appointments can be made online, by phone, text, email or social media. Your booking is confirmed once a date and time have been agreed.

When booking with us, we ask you provide accurate information about your property, the areas you would like cleaned and any specific requirements or concerns you would like us to be aware of.

Please let us know about any special request or areas that require extra attention before your appointment so we can allow enough time and bring the correct equipment.

When booking you can select to use your own cleaning products for no additional charges, or you have the option to select TK cleaning products & equipment for a fee of £3per hour.

Let us know as soon as possible if anything changes regarding your booking, including changes to the property, cleaning requirements or access arrangements.

We reserve the right to review the quoted price or time required if the condition, size or requirements of the property differ significantly from the information provided at the time of booking. We aim to discuss any significant changes with you before proceeding.

By booking with Totally Klean, you are confirming that you have read and understood our policies and agree to the terms of your appointment.

To help us make the most out of your cleaning time, we kindly ask that personal belongings, clothing, and general clutter are put away where possible before we arrive. Decluttering & Home Organisation are available as an optional TK Extra service.

• Secure any valuable, fragile or sentimental items that you would like not to be touched or moved.

• Inform us of any pets in the property and where necessary, ensure they are safely secured during the clean.

• Please advise us of any difficult or trouble areas before your visit so we can bring the correct cleaning equipment needed.

• Please let us know if anyone in the home/space has any allergies or sensitivities to particular cleaning products or fragrances.

• If you provided access by key safe, lock box or spare key, please ensure all access details are correct before your appointment.

Do not worry if you cannot get everything done! We Totally understand life can get busy. Please do not think “I need to clean before the cleaner arrives.” That is our job! We are here to help not judge. Our preparation guide is to help you get the most out of your cleaning time and allow us to focus on giving your space the care it deserves.

If you are unhappy with any aspect of your clean, please contact us within 24 hours. We will do our best to resolve any genuine concerns.

We always aim to arrive at the agreed time provided at the time of booking,

We kindly ask clients to be prepared and ready for our arrival, so we can make the most out of your scheduled cleaning time.

If we are delayed due to traffic or unforeseen circumstances. we will contact you as soon as possible keeping you updated.

Your booked cleaning time starts from the agreed appointment time, so delays in providing access may reduce the amount of time available for your scheduled clean.

We appreciate your understanding and we will always do our best to provide a consistent, reliable & punctual service.

If you will be home, please ensure we can access your property at the agreed time.

If you will not be home, you can arrange access by providing a key, access code, lockbox details or another agreed method of entry.

If you provide keys or access codes, please ensure they work correctly before the appointment. Totally Klean will take reasonable care of any keys or access information provided to us, we will only use them for the agreed cleaning service.

For security and peace of mind, please let us know in advance how we will be accessing your property, we will never assume we have permission to enter without prior agreement.

IF WE ARE UNABLE TO ACCESS THE PROPERTY AT THE AGREED TIME, A £22 CALL-OUT FEE MAY APPLY.

RUNNING LATE OR DEYLAED?

We understand things may happen and sometimes you may be delayed. If you know access to the property may be after the agreed time, please communicate that with us as soon as possible

Where we have been notified, we allow a 30-min grace period for access.

After 30 minutes grace, the following may apply .

• The clean may still go ahead, but the available cleaning time will be reduced.

  We will do our best to prioritise the agreed cleaning areas, but we can not guarantee that the full service will be completed if access is delayed.

• If additional time is required to complete the clean and we have availability.

  We may be able to extend the appointment. Any additional time will be charged accordingly and be discuss prior to the time being added.

• If there is not enough time remaining to complete the service.

  We may need to end the appointment at the scheduled finishing time and any areas that could not be completed will be addressed during a future appointment.

• If the delay means the appointment can no longer reasonably go ahead.

  The booking may be treated as a late cancellation, and our cancellation policy may apply.

We always appreciate communication and will do our best to be flexible where we can. Our aim is to make things work for both you and our cleaners, while ensuring that each client receives the time and service booked.

Payment for your clean, is due on the day of your scheduled appointment. Unless otherwise agreed with Totally Klean.

Hourly services are charged in 15 minute increments. Partial hours are calculated proportionally, so you only pay for the time required.

DEPOSITS

• Your booking will be secured once the agreed deposit has been received.

• The deposit will be deducted from the total cleaning cost.

• The remaining balance is due in full the day of your clean. Unless an alternative payment has been agreed in advance.

• Deposits are non-refundable where a cancellation or rescheduling request is made with less than the required notice.

REGULAR BOOKINGS & DEPOSITS

Regular appointments that are scheduled on a weekly, fortnightly & monthly basis, a deposit will be requested 48 hours before each appointment to secure your cleaning slot. The remaining balance is payable on the day of your clean by cash or card.

Appointments where the required deposit has not been received may be released and offered to another client, Cancellations made within 24 hours of the appointment, may include a cancellation fee.

ALL OTHER BOOKINGS

Where no deposit is required, the full payment is due on the day of your clean.

When booking you can select to use your own cleaning products for no additional charges, or you have the option to select TK cleaning products & equipment for a fee of £3per hour.

We currently accept:

• Cash payments

• Card payments

Receipts available upon request.

Please ensure payment is made promptly on the day of your scheduled service, if you require a different payment arrangement, please discuss this with us in advance prior to your appointment.

We require at least 24 hours notice if you need to cancel or reschedule your appointment.

• With 24+ hours notice

  If you provide at least 24 hours notice, we will do our best to accommodate a rescheduled appointment subject to availability.

• Less than 24 hours notice

  Appointments cancelled or rescheduled with less than 24 hours notice may be subject to a cancellation fee.

This is because the appointment time has been allocated to you and the service required, cancellations can result in lost working time and an appointment that we are unable to fill.

If we arrive at the agreed address and are unable to access the property or the client is unavailable without prior notice, this will be treated as a cancellation and a fee will apply.

IMPORTANT INFORMATION !

New clients & initial visits are charged at the applicable hourly rate. Once a regular cleaning routine has been established, Totally Klean will offer a fixed price per property based on the agreed level of work.

This allows us to become familiar with your property, your requirements and the time needed to maintain our agreed standard. A fixed price is not based on the time it requires to complete a clean in your property, but on the service and level of care provided. As we become more efficient and familiar with your space, this ensures you continue to receive the same Totally Klean standard of service while allowing our pricing to remain fair and sustainable.

Any change in pricing will always be communicated and agreed with you before the new fixed price takes place, we believe in honest, transparent pricing with no unexpected charges.

At Totally Klean, we want our policies to be clear and fair for everyone.

FULLY INSURED - Totally Klean is fully insured for your peace of mind, providing protection while we carry out our cleaning services.

Our aim is not simply to provide a cleaning service, it is to build a relationship with our clients based on honesty, consistency, reliability & trust.

If you ever have a question about your booking, payments or cleaning requirements, please contact and speak to us. We are always happy to help.

We appreciate your support and look forward to helping keep your space Klean, comfortable & welcoming.

‍ ‍- Totally Klean

Klean Spaces, Happy Faces :)