Pristine Services FAQ
General Questions
Does the cleaner need to bring their own supplies and equipment?
Typically, cleaners use your household cleaning products and equipment to prevent cross-contamination and align with your preferences. If you prefer the cleaner to provide supplies or equipment, this can be arranged for an additional fee, reflected in a slightly higher hourly rate.
Is Pristine Services insured?
Pristine Services carries Public Liability insurance with a minimum coverage of £1 million. Note that claims have an excess, and you would be responsible for the first £100. This approach helps us maintain affordable services by minimizing claims for minor accidental damages that may occur during cleaning.
How are cleaners vetted?
Pristine Services thoroughly screens all cleaners through a rigorous process, including initial evaluations, in-person interviews, reference verification, ID and address confirmation, a government-mandated Right to Work check, and a mandatory DBS (Disclosure and Barring Service) check to ensure the highest standards of safety and trust.
Are cleaners DBS-checked?
Yes, all cleaners introduced by Pristine Services undergo a mandatory DBS (Disclosure and Barring Service) check as part of our comprehensive vetting process, ensuring peace of mind for our clients.
Can I entrust my cleaner with a key?
You may choose to give your cleaner a key, but this is a private arrangement between you and the cleaner. We recommend obtaining a signed acknowledgment when handing over keys. The cleaner is responsible for safeguarding the key and returning it when needed. Pristine Services does not store client keys.
Is a trial clean available?
We don’t offer trial cleans since our service requires only one month’s notice to cancel. If you’re dissatisfied with your cleaner, we’ll address your concerns and, if necessary, provide a different cleaner.
Can cleaners perform tasks like gardening or grocery shopping?
You may negotiate additional tasks directly with your cleaner. However, our Public Liability insurance only covers cleaning and general housekeeping duties, not other services like gardening or shopping.
Will my cleaning rate ever exceed the standard rate?
Most weekly clients pay the standard rate, which includes the cleaner’s hourly rate and our service fee. Higher rates may apply in cases such as:
Requesting the cleaner to bring supplies or equipment.
Living in a remote area with increased travel time.
Lack of free parking near your property. The standard rate applies to weekly domestic cleaning. Fortnightly, one-off, or commercial cleaning may incur higher rates.
Regular Cleaning Questions
Will I have the same cleaner each week?
Yes, Pristine Services assigns the same cleaner for your weekly visits to ensure consistency.
What if I’m not satisfied with my cleaner?
If you’re unhappy with your cleaner, contact your Pristine Services manager. We’ll work to resolve the issue or assign a new cleaner if necessary.
How do I pay my cleaner?
Payment methods, such as cash or bank transfer, should be agreed upon directly with your cleaner.
How is the service fee paid?
The service fee is a fixed monthly subscription based on your cleaning hours. It’s collected via recurring payments, typically through our card payment system (Stripe) or another agreed method, due on the same date as your first clean. Contact your Pristine Services manager to adjust the payment date.
What if my cleaner is unavailable due to illness or vacation?
If your regular cleaner is unavailable, we can arrange a substitute cleaner upon request. If the substitute cannot attend on your usual day or time, we’ll coordinate an alternative schedule that works for you.
Can my cleaner do ironing, and is there an extra cost?
Yes, we can assign a cleaner who offers ironing in addition to cleaning. The hourly rate remains the same, but you may need extra time to accommodate both tasks.
Will I be charged for missed cleaning sessions?
You only pay for the hours your cleaner works. If a session is missed due to holidays or the cleaner’s absence, you won’t be charged for those hours. Our service fee is a monthly subscription, similar to a gym membership, and remains payable during active service. If your regular cleaner is unavailable and we cannot provide a substitute, we’ll offer a one-time discount on your subscription.
How do I cancel my regular cleaning service?
You can cancel your service with one month’s notice.
What happens when I’m on holiday?
If you’ve provided a key, your cleaner can continue cleaning during your absence. Alternatively, you can skip cleanings by notifying us in advance.
Can I adjust my cleaning hours?
Changes to your weekly cleaning hours must be discussed with your Pristine Services manager, who will confirm availability and adjust your subscription as needed.
Will cleaning continue during holidays like Christmas or school breaks?
We strive to provide cleaning services year-round, including during school holidays and festive seasons.
One-Off Cleaning Questions
Can I prioritize specific tasks for a one-off clean?
Yes, we encourage you to provide a prioritized task list. Your cleaner will address the list in order, completing as much as possible within the booked time.
How many hours should I book?
The number of hours depends on your property and needs. Book the hours you’re comfortable paying for, and the cleaner will work through your prioritized tasks. Alternatively, if agreed, the cleaner can complete the full schedule, which may require multiple visits.
How do I pay for a one-off clean?
Agree on a payment method (e.g., cash or bank transfer) with your cleaner. Payment for the hours worked is due on the day of the clean.
How is the service fee for a one-off clean paid?
The service fee must be paid in advance via bank transfer or, where available, through our card payment system (Stripe). Payment details will be included in your booking confirmation.
What if I’m not satisfied with the one-off clean?
Inspect the work upon completion and notify the cleaner immediately of any concerns. You and the cleaner can agree on additional work or hours to address any issues.
Are oven or carpet cleaning included?
Cleaners can clean ovens or cookers with standard household products. For deep oven cleaning requiring specialized chemicals or dismantling, or for professional carpet shampooing/steam cleaning, we recommend hiring a specialist. Pristine Services can suggest local providers for these services.
Should I declutter before the cleaner arrives?
Yes, decluttering ensures the cleaner can focus on cleaning. While cleaners may assist with decluttering, this reduces the time available for actual cleaning.
What if I haven’t booked enough time?
If the booked hours are insufficient, your cleaner will inform you. You can add hours on the day if the cleaner’s schedule allows, or schedule an additional visit for an extra charge.
Can I cancel a one-off clean?
You can cancel by contacting your local Pristine Services branch. Cancellations with less than 24 hours’ notice will result in a non-refunded service fee.
Can I get a receipt?
Yes, Pristine Services can provide a “PAID” invoice for the service fee, and your cleaner can issue a receipt for the cleaning hours.