How can we help?

Help & FAQs

Getting Started

Do you service my area?

We currently service around half of the county of Suffolk.
This includes properties that reside within the postcodes from IP1 to IP17.
Click here to see the map of our coverage area.

What is included in a standard cleaning?

Our cleaners work to our checklist to ensure that the same standard of service is consistently provided. Included in the standard service are all of the standard house-keeping tasks including, but not limited to: the vacuuming and mopping of all floors; dusting of all surfaces; cleaning of bathroom(s); emptying of bin(s); and the changing of bed(s).

How much will it cost?

Our booking page provides a free no obligation quotation based upon the information you provide. This is the price that you will be charged and not a penny over. The only time this is not true is when we agree to do any extra work for you.

Do you bring your own cleaning supplies, products and equipment?

We bring along all of our own environmentally friendly cleaning supplies, products, and equipment to every job. However, we understand that you may have specific requirements with regards to products used in your house and we will happily use products provided by yourselves.

Can I request special tasks or extras?

You certainly can. These are best to be verified with us beforehand, and not with the cleaner on the day, so we can formalise an agreement if there are to be any extra charges.

Manage Your Account

How do I log into my account?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I change my password?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I reset my password?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I change my address?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I change my credit card?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

How do I book my first appointment?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

Pricing & Policies

Can I apply a coupon to an existing appointment?

You can apply a coupon to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointments that are already completed.

Why are vouchers for first time customer only?

We offer a lot of vouchers for first time customers, the reason why we do not offer this to our existing customers as we already offer a very generous repeat booking discount of 5% for monthly cleans, 10% for fortnightly cleans, and 15% for weekly cleans.

Why do you need my credit card information to redeem a voucher?

This is a prerequisite of the software used to process your booking. Do not worry, you will not be charged unless you book another clean, or a clean that is more expensive than the value of your voucher.

Trust & Safety

Can I trust my cleaning professional?

You can rest assured that in being a premium service, Suffolk Cleaners only make use of cleaners that are successfully background checked, and be what we deem highly experienced in cleaning. We also understand that mistakes can happen, so our cleaners are insured for such.

What happens if something goes wrong during my appointment?

In the highly unlikely event that there is an issue with anything with regards to your appointment, please Contact Us immediately. We are fully insured in the event of accidents, and offer a 100% Satisfaction Guarantee with regards to you being unhappy with the level of service provided.

Is my billing information kept safe and secure?

Without a doubt! The security in place with regards to our booking procedure can be categorised into three levels. Firstly, our booking page and website is protected by extended validation SSL. Secondly, the booking software has it’s own layer of 256-Bit Security. Thirdly, all card transactions are processed by Stripe being layered on their own 256-Bit Security Protocol. We do not store your card information ourselves, you can read more about the industry leading security protocols at Stripe Here.

Do the cleaning professionals go through a background check?

Here at Suffolk Cleaners we understand that it can be unnerving letting a stranger into your home to clean. You can rest assured that the cleaners that send to you have been subject to a rigorous application process, thorough background, and DBS check.

What is your 100% satisfaction guarantee policy?

We are very proud of our 100% Satisfaction Guarantee policy. What this offers to you as a customer is complete peace of mind. In the extremely rare event that you are not satisfied with the service provided to you, we will send a cleaner back out to you to rectify any issues – completely free of charge.

What is your refund policy?

In the extreme scenarios in which you were not satisfied with the initial service provided and the proceeding complementary service to rectify this, you will be offered a full refund.