Question 1

How do I book a clean?

Accepted Answer

Choose your service type, select a date and time, enter your details, and confirm. The whole process takes under 60 seconds. You'll receive a confirmation email with your cleaner's details.

Question 2

How far in advance do I need to book?

Accepted Answer

You can book as early as 4 weeks ahead or as late as 24 hours before, subject to availability. Subscription customers get priority access to peak-time slots.

Question 3

Can I reschedule or cancel?

Accepted Answer

Cancellations more than 24 hours before: full refund. Within 24 hours: the booking fee is non-refundable. Subscription cancellations can be made anytime with no penalty.

Question 4

What areas do you cover?

Accepted Answer

We currently serve Solihull & surrounding areas (postcodes B13, B14, B26, B33, B37, B90, B91, B92, B93, B94). Enter your postcode at booking to confirm availability.

Question 5

Who are the cleaners?

Accepted Answer

All cleaners in our network are self-employed professionals who have been identity-verified, reference-checked, and trained to follow our quality standards.

Question 6

Can I request the same cleaner each time?

Accepted Answer

With subscription plans, we prioritise same-cleaner matching. For one-off bookings, you can favourite a cleaner and request them for future cleans.

Question 7

Are your cleaners insured?

Accepted Answer

Yes. All cleaners working under Scrubster carry public liability insurance. In the unlikely event of accidental damage, we handle the claims process on your behalf.

Question 8

Do I need to be home during the clean?

Accepted Answer

Yes. We operate a strict no-keyholding policy. You or someone you trust should be present throughout the clean.

Question 9

What's included in a regular clean?

Accepted Answer

Kitchen, bathrooms, bedrooms, and living rooms — all following a structured checklist. Surfaces wiped, floors vacuumed and mopped, bins emptied, bed made.

Question 10

What's the difference between a regular clean and a deep clean?

Accepted Answer

A deep clean includes everything in a regular clean plus detailed attention to areas like inside ovens, behind appliances, window interiors, and bathroom descaling.

Question 11

Do I need to provide cleaning supplies?

Accepted Answer

No. Our cleaners arrive fully equipped with professional-grade, eco-friendly products and all necessary equipment.

Question 12

Can I book ironing with a cleaning service?

Accepted Answer

Yes. You can add ironing as an extra to any cleaning booking, or book it as a standalone service.

Question 13

How do I pay?

Accepted Answer

Payment is handled securely online. You're charged after the clean is completed, and you'll receive a digital receipt via email. We accept all major credit and debit cards.

Question 14

What is the first-time booking fee?

Accepted Answer

New customers pay a £25 booking fee (£15 for ironing-only). This is a deposit deducted from your final total — it secures your slot and reduces no-shows. Subscription customers are exempt.

Question 15

How does the subscription work?

Accepted Answer

Choose weekly, fortnightly, or monthly. You get priority booking, same-cleaner preference, and can reschedule or cancel anytime. Your rate is locked in from day one.

Question 16

Are there any hidden fees?

Accepted Answer

No. The price you see at booking is the price you pay. Add-ons are optional and clearly priced at checkout.

Question 17

What if I'm not happy with the clean?

Accepted Answer

Contact us within 24 hours and we'll arrange a complimentary re-clean. We review every piece of feedback to continually improve our service.

Question 18

What is your re-clean guarantee?

Accepted Answer

If anything isn't up to standard, we'll send a cleaner back at no extra cost — as long as feedback is given within 24 hours and relates to tasks in the original booking.

Question 19

How do you ensure quality?

Accepted Answer

Every clean follows a structured room-by-room checklist. Cleaners upload completion photos, and we actively monitor customer feedback and satisfaction scores.

Question 20

What about damage during a clean?

Accepted Answer

All cleaners carry public liability insurance. Report any damage within 48 hours with photos. We manage the entire claims process on your behalf.

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Frequently Asked Questions

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