Well Polished: Frequently Asked Questions

Will I have the same cleaner every week?

Yes, at Well Polished we provide you with the same cleaner each week.

What happens if my cleaner is sick or on holiday?

Should your regular cleaner be unable to attend, we will introduce a cover cleaner on request. On occasions, due to short notice, the cover cleaner may not be able to attend on your regular day/ time but we will agree a mutually suitable alternative with you.

What happens if I go on holiday?

Your cleaner can still complete your clean (if you provide them with a key) but if you would rather skip a week, that’s fine. (N.B the monthly agency fee is non-refundable unless we are unable to offer you a replacement cleaner).

Does my cleaner bring cleaning supplies?

The cleaner will generally use your own products and equipment. This is to avoid any potential cross contamination between properties and also to ensure your home is cleaned the way you like it. However, if you do need your cleaner to bring products or equipment, this can be arranged but the cleaner will charge a slightly higher hourly rate.

Can I have ironing as well as cleaning? And does it cost extra?

Yes, if you let your Well Polished Manager know, we will introduce a cleaner who is happy to provide ironing services as well as cleaning. The hourly rate will remain the same but you will probably need additional time to accommodate both.

How do I pay my cleaner?

You should agree directly with your cleaner an appropriate payment method – most clients either pay in cash or via bank transfer.

How do I pay my agency fee?

Your agency fee is a fixed monthly payment based on the number of hours cleaning you require. This is collected as a regular monthly recurring payment either via our card payment facility, Stripe, or other regular payment method. The payment will be due each month on the same date as the first clean but this payment date can be adjusted by contacting your local Well Polished Manager.

Do I give my cleaner a key?

If you wish to provide your cleaner with a key to your property, this will be an arrangement between yourself and your cleaner. We always suggest you ask for a signature from your cleaner when transferring keys. The cleaner will be responsible for the safe-keeping of the keys and for returning them when required.

What if I need to cancel my cleaning services?

We require just one month’s notice to cancel your agreement.

Will I still have a cleaner during the school holidays or Christmas etc.?

We aim to provide you with a cleaning service 52 weeks of the year.

What if I decide to increase/decrease my weekly cleaning hours?

All amendments to your weekly cleaning hours must be discussed with your Well Polished Manager, who will confirm availability and any change to the Agency Fee.

What do I do if I am unhappy with my cleaner?

If you have any issues at all with your cleaner, please just let your Well Polished Manager know and, if the issue cannot be resolved, Well Polished will introduce an alternative cleaner

Am I insured through Well Polished?

Well Polished has full Public Liability insurance for your peace of mind. Please note that there is a £100 excess on any claim which you will be liable for. As with any insurance, this enables us to keep costs down.

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