Frequently Asked Questions

You can book your cleaning service online through Get Set Clean. Simply choose your service type, preferred date, arrival window, number of hours, and add any notes that may help with the booking. Once your booking is confirmed, we will arrange the service through our platform and keep you updated.

The minimum booking is 2 hours. This helps make sure there is enough time for the cleaner to complete the agreed tasks properly.

This depends on the size of the property, the condition it is in, and what you would like done during the visit. Smaller properties or lighter upkeep may need less time, while larger properties or one-off bookings may need longer. If you are unsure, it is always better to allow slightly more time so the cleaner can focus on the areas that matter most.

Yes. You can add notes, priorities, and special instructions when making your booking. This helps the cleaner understand what matters most to you and makes it easier to focus on the right areas during the visit.

In most cases, clients provide cleaning products and equipment. This is the usual setup for the majority of bookings. If you have any specific requirements, it is best to mention them when booking so expectations are clear in advance.

Yes, where relevant, before-and-after photos may be taken for quality control, issue reporting, or turnover confirmation. This is especially useful for holiday rental bookings. Any photos used for this purpose are stored for up to 30 days.

No, not always. As long as access has been arranged properly in advance, you do not need to be present during the booking. Many clients choose to provide access through a key safe, concierge, smart lock, or other agreed method.

Access can be arranged in different ways depending on the property. This may include the client meeting the cleaner at the property when the booking starts, leaving keys in a safe place, using a key safe, concierge desk, or smart lock. It is important that access instructions are accurate and shared clearly before the booking begins.

No. Bookings are arranged within an arrival window, not as an exact appointment time. This is because timing can be affected by travel, traffic, and public transport. We recommend allowing for the full arrival window when planning your day.

Yes, rescheduling is possible, subject to availability. If your plans change, it is best to update the booking as early as possible to give the best chance of securing a new time that works for you.

If the cleaner arrives and cannot access the property, the booking may still be charged in full. This is because the time has been reserved and the cleaner has attended as arranged. To avoid this, please make sure access details are correct and that somebody is available if needed.

You can ask, but extra tasks are subject to the time booked, the cleaner’s agreement, and the original scope of work. If more time is needed, some tasks may need to be left for another visit or added through a new booking.

You can request the same cleaner for future bookings, but this depends on availability. We will always do our best to keep things as consistent as possible where the schedule allows.

Only the tasks agreed as part of the booking are included. Work outside the agreed scope may not be completed during the visit, especially if there is not enough time booked. If you need something specific, it is always best to mention it in advance so the cleaner can plan accordingly.

A standard domestic clean usually covers the main living areas, bedrooms, kitchen, and bathrooms. This can include dusting, vacuuming, mopping, wiping surfaces, cleaning sinks, toilets, showers, and general tidying. The exact tasks completed will always depend on the time booked, the condition of the property, and any priorities you have shared in advance.

Yes. If there are particular rooms or tasks you would like prioritised, you can let us know when booking. This helps the cleaner focus on the areas that matter most to you during the time available.

This depends on the size of the flat, how regularly it is cleaned, and what you would like included. A well-kept two-bedroom flat may need less time than one that needs more attention. If you are unsure, it is usually best to allow a little extra time so the cleaner can cover the main areas properly.

Yes. You can book a one-off domestic clean as well as ongoing cleaning support. Some clients book occasional help when things have built up a little, while others prefer regular visits to keep everything ticking along.

No, not always. As long as access has been arranged properly, you do not need to be at home during the booking. Some clients prefer to be there at the start, while others use a key safe, concierge, or another agreed access method.

You can request the same cleaner for future domestic cleaning bookings, but this depends on availability. We always do our best to keep things consistent where possible.

In most cases, clients provide cleaning products and equipment for domestic cleaning bookings. This is the usual arrangement for the majority of jobs. If you have any special requirements, it is best to mention them when booking.

Yes, interior windows can usually be cleaned if requested and if enough time has been booked. It is always best to mention this in advance so it can be planned into the visit.

Yes, a light clean inside the oven or fridge can be included if requested and if enough time has been booked. However, Get Set Clean does not provide specialist oven cleaning, and strong oven-cleaning chemicals are not used as part of our service.

Yes, bed making can usually be included as part of a domestic clean if requested and if time allows. If this is important to you, it is helpful to mention it when booking.

This depends on the booking and the time available. If you would like help with ironing or laundry, please mention it in advance so it can be agreed as part of the booking.

A domestic clean covers only the tasks agreed as part of the booking and within the time reserved. Specialist services and tasks outside the agreed scope are not included. This includes full professional oven cleaning. If you would like the cleaner to carry out a light oven clean or another extra task, it is best to mention it in advance so the booking can be planned properly.

Yes, back-to-back turnovers can usually be arranged, subject to availability and access. These bookings often work to tight timelines, so clear instructions, reliable access, and good linen planning make a big difference.

Yes, this is often possible, especially when access, linen, and property notes are well organised in advance. Because same-day turnovers can be time-sensitive, it is always best to share as much detail as possible before the booking.

The minimum booking is 2 hours. This helps make sure there is enough time for the cleaner to complete the agreed turnover tasks properly.

Yes, we can arrange hired linen sets and toiletries for holiday rental and short-let bookings through a trusted third-party provider. These are not Get Set Clean’s own linen supplies, but they can be organised as part of the booking where agreed in advance. If you already keep linen on site, we can work with that setup too.

Yes, this can usually be included as part of a turnover clean. We can work with linen kept on site or with hired linen arranged through a third-party provider, as long as everything has been agreed in advance.

This depends on the property and how often bookings overlap, but spare linen is strongly recommended. As a guide, hosts in London are usually best keeping at least one spare set per bed on site, while in Bristol it is often better to keep two sets per bed because turnaround logistics can be slower.

Yes, toiletries and other guest essentials can be arranged where agreed in advance. In some cases, these may be supplied through a third-party provider as part of the turnover setup.

Yes, photo proof can usually be provided where requested. This can help confirm that the property is ready before guest arrival and is especially useful for remote hosts.

Yes, if something noticeable is found during the clean, it can be reported back to you. Photos may also be used where relevant to support issue reporting.

Access can be arranged in different ways depending on the property. This may include a key safe, smart lock, concierge, or another agreed method. It is important that access details are accurate and shared clearly before the booking begins.

Yes, in many cases we can work with key safes, smart locks, concierge access, or other agreed entry arrangements. It is important that all instructions are correct and tested in advance where possible.

If the cleaner arrives and the previous guest is still at the property, the booking may still be charged because the time has been reserved and the cleaner has attended as planned. Where possible, we may try to rearrange the clean for later the same day, but this is subject to availability and cannot be guaranteed. Delayed guest departure may also affect the time available for the turnover and what can be completed before the next arrival.

Yes, bookings on weekends and bank holidays can usually be arranged, subject to availability. In some cases, these bookings may carry a surcharge. The usual exception is Christmas Day, when our cleaners are off.

Basic rubbish removal within the normal scope of the turnover can usually be included, provided bins and disposal arrangements are available. Larger waste issues or anything outside the agreed scope may need separate planning.

A turnover clean covers only the tasks agreed as part of the booking and within the time reserved. Specialist services, large-scale waste removal, unresolved linen supply issues, and tasks outside the agreed scope are not included unless planned in advance. If you need something specific, it is always best to mention it before the booking starts.

An office clean usually covers the main working areas, shared spaces, kitchens, toilets, floors, bins, and general surface cleaning. The exact tasks completed will depend on the size of the premises, the condition of the space, the time booked, and any priorities agreed in advance.

Yes, shared kitchens and toilets can usually be included as part of an office cleaning booking. These are often some of the highest-use areas, so it helps to mention them clearly when arranging the service.

Yes, after-hours office cleaning can usually be arranged, subject to availability. This is often a practical option for workplaces that want cleaning carried out outside normal working hours.

Yes, in many cases cleaning can be arranged while staff are on site, as long as the environment is safe and the work can be carried out without disruption. Some businesses still prefer after-hours cleaning for convenience.

The minimum booking is 2 hours. This helps make sure there is enough time for the agreed work to be completed properly.

Yes, regular office cleaning can be arranged where needed. This may be daily, weekly, or on another agreed schedule, depending on the premises and your requirements.

This depends on the booking and what has been agreed in advance. Some commercial clients prefer to provide products and consumables on site, while others may request a different arrangement. It is best to confirm this before the booking starts.

General desk surface cleaning can usually be included, but cleaners should not move sensitive documents, valuables, or personal items unless this has been agreed in advance. It is always best for staff to keep desks reasonably clear if they want those surfaces cleaned properly.

Yes, basic waste and recycling handling can usually be included as part of an office clean, provided bins and disposal arrangements are available on site.

Yes, access can usually be arranged through a key holder, reception, access control system, alarm instructions, or another agreed method. It is important that all access details are accurate and shared clearly before the booking begins.

Yes, photo proof or sign-off can usually be arranged where needed, especially for commercial clients who want clear confirmation that the visit has been completed.

Yes. Cleaners can only work within the agreed scope of the booking and in a safe environment. Tasks that require specialist equipment, hazardous chemicals, heavy lifting, or unsafe access are not included unless specifically agreed in advance.

Office cleaning covers only the tasks agreed as part of the booking and within the time reserved. Specialist cleaning, hazardous work, heavy lifting, and tasks outside the agreed scope are not included unless planned in advance. If there is something specific you need, it is always best to confirm it before the booking starts.

Payments are processed securely through our provider with 3D Secure. Card details are handled by the provider and not stored by us. A receipt lands in your inbox after each charge.

Yes. All applicable VAT is included in payments made through the platform.

Sometimes. A deposit may be taken to secure your booking. It is shown at checkout and set against your final charge.

Please give more than 24 hours notice where possible. Cancelling within 24 hours may be charged. If the cleaner cannot gain access at the start time, the visit may be treated as a cancellation. You can cancel or reschedule from your account.

Yes. For recurring schedules we review rates once a year and may adjust the amount. If a change is needed, we will let you know with at least 30 days’ notice before it takes effect.

Your confirmation shows the timing. Some bookings take a deposit at checkout with the balance after the visit. Others are charged in full on the day of the cleaning.

Most visits have no parking or ULEZ fees because our cleaners travel by public transport. If a vehicle is needed for a specific reason, such as a large linen drop or special access, we will flag any parking or ULEZ costs in advance and show them at checkout. Sundays and bank holidays may carry a surcharge. If you want to avoid extra cost, we can plan weekday staging with a light reset on the day. All fees are shown before you confirm.

Eligible refunds are processed to the original payment method. Bank processing times vary, but we trigger the refund promptly and email you the update. If a booking is cancelled because it was for a service we do not offer, such as pre-tenancy or end-of-tenancy cleaning, we will refund the service amount and may retain the card processing fee charged by our payment provider.

Yes. Your payment email serves as a receipt. If you require an invoice with company details, please reply to office@getsetclean.co.uk, and we will be happy to provide one.

Yes. We introduce you to trusted Service Agents who are ID-checked and matched for experience. Each Service Agent holds their own cover. Get Set Clean also holds insurance for damage to property. If a claim is made on that policy, any insurer excess is the client’s responsibility. We are not the provider of the cleaning service, but we will help you resolve issues with your Service Agent. Please report any concern with photos as soon as possible so we can assist.

We follow your instructions carefully. If a concierge is involved, add those notes to your booking so access is smooth.

Yes. You can view bookings, share notes and update access. If you cannot find your login, ask and we will resend it.

We are happy to work around friendly pets. Mention them when you book so we match the right cleaner and avoid escaped cats.

Sometimes, depending on location and access. Share your window and we will try to help. Photo proof can be added so you can approve the result quickly.

Yes. Sundays and bank holidays may carry a surcharge. For Christmas Eve, Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day, availability and pricing are different. Please check the booking calendar for live slots and prices. If you want to avoid extra cost, we can plan weekday staging with a light reset on the day.

Yes. You can view bookings, share notes and update access. If you cannot find your login, ask and we will resend it.

Yes. We send helpful reminders and updates by app push or email. Please keep an eye on email for time critical messages.

Get Set Clean is the Data Controller for your personal data. We use trusted processors only to run the service, for example payments and essential communications.

No. We do not sell or externalise client data. We only share limited information with trusted processors needed to provide the service, such as payment and booking systems, and we keep it to the minimum required.

Yes. The site uses cookies and may use analytics to understand how the site is used. You can manage cookie choices.

No. Payments are handled by a provider such as Stripe. We do not store your card details.

No. We do not provide pre tenancy or end of tenancy services. If a booking is made for this by mistake, cancellation charges may apply.

Tell us within the agreed recall window and we will help resolve it quickly with the Service Agent. Photos make fixes faster.

Yes. Please add your instructions to the booking in your account. Do not leave notes in the kitchen. Cleaners can change and it is critical that all directions live on the platform so every visit follows the same plan. Update your notes before the visit starts and include any access steps, product preferences, pet info, and room priorities.

Yes. Tips are optional and always appreciated. You can leave cash on the day, or add a note in your booking if you would like us to include a gratuity on your next charge. We pass tips to your cleaner in full. A quick review in your account is lovely too.