Our Policies and Procedures

At The Cleaning Pod, our policies and procedures are carefully designed to minimise risk, maintain high standards, and ensure clarity in all aspects of our work.

 

They help us deliver consistent, reliable, and safe cleaning services — while setting clear expectations for both our team and our clients.

 

By following these guidelines, we ensure a professional service you can trust.

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Pricing

At The Cleaning Pod, pricing is tailored to your specific needs.

 

When booking with us, your price will be discussed in detail to ensure transparency and accuracy. As each service varies depending on the type and level of cleaning required, we provide customised quotes based on your individual requirements.

 

For a personalised quote, please don’t hesitate to contact us — we’re happy to help!

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Rate Increases

At The Cleaning Pod, we strive to keep our services fairly priced while maintaining the highest standards.

 

We reserve the right to adjust our rates when necessary to reflect changes in operating costs. However, we are committed to transparency — clients will always receive advance notice of any rate increases.

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Rescheduling, Missing, or Cancelling a Clean

We understand that plans can change. If you need to reschedule your clean, we kindly ask for at least 24 hours’ notice.

 

If a cancellation, amendment, or missed appointment occurs with less than 24 hours’ notice, the full cost of the scheduled clean will still apply.

 

This policy helps us manage our schedule efficiently and ensures fairness to both our team and other clients.

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​Parking

If your property is located in an area where paid parking is required, the cost of parking will be added to your bill.

 

We kindly ask that you inform us in advance of any parking restrictions or charges to help ensure a smooth and timely service.

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Payment Policy

At The Cleaning Pod, we are committed to clear and transparent communication when it comes to pricing and payment.

 

You will be informed of your total service cost at the time of booking. Payment is required on the morning of your scheduled clean.

 

Payment details will be provided in advance to ensure you have everything you need to make payment smoothly.

 

If payment is not received by 8:00 PM on the day of service, a late payment fee of £10 per day will be applied. Additionally, cleaning services will be temporarily paused until the outstanding balance is settled. Please note that if your service is paused, you may lose your regular slot in our schedule.

 

For deep cleans or specialised services, a deposit may be required to secure your booking. This will be discussed and confirmed at the time of scheduling.

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Tipping

Tipping is never expected or required at The Cleaning Pod — our cleaners are always happy to provide excellent service as part of their role.

 

However, if you feel your cleaner has gone above and beyond, a tip is a kind and appreciated gesture that lets them know they did a fantastic job.

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Breakage Policy

At The Cleaning Pod, we take the utmost care in handling your home and belongings. While our team is trained to work carefully and respectfully, we understand that accidents can occasionally happen.

 

If you notice any breakage or damage after a clean, please report it to us within 48 hours. To do so, we kindly request that you send a text or email with clear photos of the damage. This allows us to assess the situation quickly and take appropriate action.

 

We are fully insured, and where appropriate, we may opt to repair the item rather than reimburse its cost. We reserve the right to review up to three estimates before agreeing to any remedy.

 

However, please note that we cannot accept responsibility for:

    •    Unstable or improperly secured items, such as wobbly furniture or loosely hung pictures

    •    Aged or brittle materials, especially older window blinds, which may break during standard handling or cleaning

 

These are considered accidents waiting to happen and may occur despite our team’s best efforts.

 

To help minimise risk, we encourage clients to:

    •    Move fragile, unstable, or high-value items out of cleaning areas

    •    Let us know if there are any areas or items you would prefer we avoid completely

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Employee Safety

At The Cleaning Pod, our cleaners are the heart of our business — and their health and safety are our top priority.

 

To maintain a safe working environment, all areas to be cleaned must be easily accessible and free from hazardous conditions. Please ensure that walkways are clear and that any safety risks (such as wet floors, loose wiring, or unstable furniture) are addressed before our arrival.

 

In line with our insurance policy, we strictly follow a two-step ladder rule. This means our cleaners will not climb higher than a two-step ladder to avoid the risk of falls and injury.

 

Dust, cobwebs, and other debris found on ceilings or other high areas will be removed using extendable pole tools, allowing us to clean effectively while staying safely grounded.

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Confidentiality & Privacy

At The Cleaning Pod, we are committed to respecting and protecting the privacy of our clients.

 

We maintain strict confidentiality regarding all personal information, property details, and cleaning preferences. Our team is trained to handle sensitive information with the utmost discretion and professionalism.

 

We do not share any customer information with third parties without explicit consent.

 

 

Social Media & Advertising

By booking with The Cleaning Pod and agreeing to our terms and conditions, you are automatically opted in to allow the use of select images for our advertising and social media purposes.

 

Please rest assured that:

    •    No images will be posted that compromise the safety, identity, or privacy of the property or its occupants

    •    Only content that adheres to our confidentiality standards will be used

    •    Images will typically showcase general cleaning results or setups, not personal or sensitive items

 

If you prefer not to have any images used, simply let us know at the time of booking, and we will ensure your preference is fully respected.

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Pet Policy

We love animals and are happy to work in pet-friendly homes! However, for the safety and comfort of both our cleaners and your pets, If you have pets that are unfamiliar with strangers or may become aggressive, they must be placed in a separate room for the duration of the clean. Our team cannot enter a home where a pet poses a potential risk.

 

Please let us know in advance if pets will be on the premises so we can take the appropriate precautions.

Please note: We do not clean up pet waste, litter trays, or areas soiled by pets, as these fall outside the scope of a general clean.

 

Access & Lock-Up Policy

If you will not be home during your scheduled clean, please ensure we have access to your property through a key, key code, or other pre-arranged method. If our cleaners arrive and cannot access the property within 10 minutes, the clean may be cancelled and charged in full.

 

Unless instructed otherwise, our team will securely lock up after your clean is completed. If you’d prefer us to leave via a different method (e.g., door left unlocked, key returned to a safe box), please inform us in advance.

 

Satisfaction Guarantee

Your satisfaction is important to us. If for any reason you are not happy with any part of your clean, please let us know within 24 hours of your appointment. We will do our best to resolve the issue promptly and make it right.

 

We welcome feedback and view it as an opportunity to improve and deliver the highest possible standard of service.

 

Weather & Emergency Policy

In the event of extreme weather, personal emergencies, or unforeseen circumstances (such as road closures or illness), we may need to reschedule your clean for the safety of our staff and your home.

 

We will always do our best to provide as much notice as possible and work with you to find the earliest available alternative appointment.

 

Health & Hygiene Policy

The health and safety of our cleaners and clients is a top priority. If anyone in your household is experiencing any illness, especially if it is contagious (such as flu, COVID-19, stomach viruses, etc.), we kindly ask that you notify us as soon as possible.

 

This allows us to assess whether it is safe for our team to proceed with the clean or if the appointment should be rescheduled. We appreciate your honesty and cooperation in helping us protect everyone we work with.

 

Similarly, if a member of our team is unwell, we may need to reschedule your clean at short notice to ensure your safety as well.

 

Cleaning Supplies & Equipment

The Cleaning Pod provides all standard cleaning products and equipment needed for your service.

 

If you prefer that we use your own cleaning products (e.g. eco-friendly options, or specialised products for specific surfaces), please let us know before your appointment and ensure they are available on the day.

 

Please note: We do not carry specialist products such as marble-safe or stainless-steel-only cleaners unless arranged in advance.

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Services We Do Not Offer Under a Normal General Clean

At The Cleaning Pod, we specialise in efficient and thorough general home cleaning. However, certain tasks fall outside the scope of a standard general clean due to insurance restrictions, specialised requirements, or because they are too time-consuming to complete within a regular appointment.

 

The following services are not included under a normal general clean:

    •    Dishwashing

    •    Laundry or folding clothes

    •    Tidying or organising personal belongings — If items are left in piles or on the floor, our cleaners will move them aside to clean, but will not put them away

    •    Exterior window cleaning

    •    Cleaning above 6 feet from the ground, unless reachable with an extendable pole (e.g., for dust or cobwebs) — for insurance and safety reasons

    •    Heavy lifting of furniture or large items — due to insurance restrictions

    •    Cleaning bodily fluids or hazardous materials — requiring a licensed biohazard specialist

    •    Oven cleaning

 

If you would like any of these services included, please contact us in advance so we can arrange additional time or specialised services as needed.

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Cluttered Areas & Delicate Items

Please note that we will be unable to clean areas that are excessively cluttered or blocked by large, heavy items. For safety and insurance reasons, our cleaners do not move furniture or objects that require two people to lift. In these cases, we will clean around the item where possible.

 

Additionally, we understand the value and delicacy of Lego models and displays. As some sets can be time-consuming to build and easily damaged, our team will avoid cleaning any units or surfaces with Lego on them to prevent accidents or unintentional damage.

 

If you’d like these areas cleaned, we kindly ask that they be cleared or rearranged before your scheduled clean.

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