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Мы предоставляем услуги 24/7 в любое удобное для Вас время. Наша служба поддержки доступна с 7 утра до 9 вечера через электронную почту [email protected] [email protected]

CAN I MEET THE CLEANER FIRST?

YES, IT IS GOOD TO MEET THE CLEANER TO SHOW YOUR HOUSE/FLAT
AND TO DISCUSS YOUR PRIORITIES/CLEANING DAYS AND TIMES OF VISITS.

DO I HAVE TO STAY AT HOME WHEN THE CLEANER COMES?

NO, OUR CLEANERS ARE EXPERIENCED. YOU CAN LEAVE THEM ALONE IN YOUR FLAT/HOUSE TO DO THE CLEANING.

DO I NEED TO PAY THE CLEANER EXTRA ON WEEKENDS?

NO, THE RATE FOR CLEANING REMAINS THE SAME AT ALL TIMES.

WHAT IF I MOVE HOUSE?

YOU CAN CONTINUE WITH THE SAME CLEANER OR WE GIVE YOU ANOTHER ONE.

IF I DO NOT NEED THE CLEANER FOR A PERIOD OF TIME?

YOU DO NOT HAVE TO PAY.

WILL YOU BE ABLE TO PROVIDE ME WITH A TEMPORARY CLEANER IF
MY CLEANER IS SICK OR ON HOLIDAY?

YES, SURE.

WHAT HAPPENS IF SOMETHING IS DAMAGED?

IN CASE OF A DAMAGE TO ANYTHING IN THE PROPERTY CAUSED BY OUR CLEANERS, WE ARE INSURED TO COVER THE DAMAGE.

WHAT IS A GUARANTEE IF I AM UNHAPPY?

IF YOU OR THE CHECK-OUT REPORT COMES BACK THAT YOU ARE NOT HAPPY
WITH THE CLEANING SERVICE AND THERE ARE AREAS THAT NEED FURTHER CLEANING WE WILL COME BACK FREE OF CHARGE.

IS VAT INCLUDED IN THE PRICE?

AT THIS MOMENT IT IS NOT. SO, YOU DO NOT PAY VAT WHEN YOU
BOOK WITH US. IF THIS CHANGED, WE WILL UPDATE IT HERE.

HOW LONG DOES END OF TENANCY CLEANING TAKE?

IT REALLY DEPENDS ON THE SIZE OF THE PROPERTY AND THE CONDITION
OF THE PROPERTY. ON AVERAGE IT TAKES BETWEEN 5-9 HOURS.
VAST PROPERTY CAN TAKE THE WHOLE DAY.

IS THERE A CANCELLATION FEE?

THERE IS NO CANCELLATION FEE, IF YOU CANCEL THE BOOKING GIVING US 24 HOUR NOTICE. WHEN CANCELLED WITHIN 2 HOURS BEFORE APPOINTED TIME THE CANCELLATION FEE IS 50%

DO YOU NEED A DEPOSIT?

NO, WE DO NOT REQUIRE A DEPOSIT.

ARE WINDOWS CLEANED FROM THE OUTSIDE?

WITH A STANDARD CLEANING SERVICE PRICE INCLUDES ONLY WINDOWS CLEANING FROM INSIDE. IF YOU NEED WINDOWS TO BE CLEANED FROM THE
OUTSIDE AS WELL THEN YOU NEED TO REQUEST THIS AS AN ADDITIONAL
SERVICE.

THE CLEANER LOST MY KEYS?

IF THIS INCONVENIENCE HAPPENS, PLEASE REPORT IT TO OUR COMPANY AS SOON AS POSSIBLE AND WE WILL COVER YOU FULL PRICE FOR THE NEW SET OF KEYS.

CAN YOU CLEAN THE BALCONY/GARDEN?

WHEN MAKING YOUR BOOKING, JUST LEAVE THIS REQUEST IN COMMENTS IF YOU NEED IT. BE AWARE IT CAN TAKE ADDITIONAL TIME TO YOUR ESTIMATED BOOKING TIME.

DO CLEANERS BRING THEIR OWN EQUIPMENT?

IF YOU DON NOT HAVE YOUR OWN EQUIPMENT, PLEASE
REQUEST A CLEANER TO PROVIDE A HOOVER AND MOP WHILE
PLACING AN ORDER. YOU WILL BE CHARGED ADDITIONALLY
FOR AN ORDER WITH THE EQUIPMENT.

DO YOU DO PROFESSIONAL CLEANING OF CARPETS, SOFAS, CHAIRS?

NOT AT THE MOMENT, ONLY HOOVERING.

CAN YOU MOVE FURNITURE ,CLEAN BEHIND IT AND PUT IT BACK?

IT CAN BE DONE, IF YOUR FURNITURE IS NOT HEAVY AND ONE PERSON CAN EASILY MOVE IT. BUT MOVING HEAVY INTERIOR OBJECTS AND CLEANING PLACES WITH RESTRICTED ACCESS ARE NOT INCLUDED IN OUR SERVICE.

DO YOU CLEAN OUTSIDE OF THE HOUSE – FRONT PORCH, TERRACE, GARDEN, FRONT YARD?

YES, WE DO. BUT YOU HAVE TO KNOW THAT IT WILL TAKE EXTRA TIME.

DO YOU CLEAN OFFICES?

MARTISTE LTD DOES PROVIDE THIS SERVICE.

DO YOU DO POST-RENOVATION CLEANING?

UNFORTUNATELY,WE DO NOT PROVIDE THESE SERVICE AT THE MOMENT.

CAN I BOOK THE SAME CLEANER AGAIN?

YES, YOU CAN.

IF I NEED A CLEANER URGENTLY FOR TODAY?

YOU CAN BOOK A SERVICE 4 HOURS IN ADVANCE.

WHAT IS THE MINIMUM DURATION OF THE CLEANING?

THE MINIMUM DURATION FOR ANY CLEANING ORDER IS 2 HOURS.

CAN A CLEANER PICK UP THE KEYS?

IF YOU NEED A CLEANER TO PICK UP THE KEYS TO YOUR PROPERTY, PLEASE LEAVE DETAILED GUIDELINES HOW TO ACCESS THEM. WE ASK YOU TO BE ACCESSIBLE BY PHONE/E-MAIL OR MESSAGE BEFORE THE CLEANING STARTS, IN THE CASE THE CLEANER HAVING ISSUES GETTING INTO YOUR PROPERTY. PLEASE BE AWARE THAT IF A CLEANER NEEDS TO PICK THE KEYS THAT ARE NOT KEPT IN THE SAME BUILDING, THERE WILL BE AN ADDITIONAL CHARGE OF £15.00.

WHAT IF I HAVE A PET?

SOME CLEANERS MAY BE ALLERGIC TO PETS. THAT IS WHY WE KINDLY ASK YOU TO LET US KNOW WHEN MAKING A BOOKING.

IF I WOULD LIKE TO PROVIDE FEEDBACK?

IF YOU WOULD LIKE TO GIVE US A FEEDBACK, PLEASE EMAIL TO [email protected].

AM I REQUIRED TO LEAVE A TIP?

NOT, YOU ARE NOT REQUIRED TO DO THIS.

CAN I TIP THE CLEANER?

YES, IF YOU ARE HAPPY WITH THE SERVICE.

WHO ARE THE CLEANERS?

CLEANERS ARE PRIVATE INDIVIDUALS WHO HAVE ACCESS TO THE MARTISTE LTD PLATFORM. CLEANERS MUST PROVIDE CRIMINAL CHECK CERTIFICATES OR APPLY FOR ONE IF NEVER DONE BEFORE. THEY ALSO PROVIDE THE COMPANY WITH THEIR PASSPORT/ID INFORMATION. OUR CLEANERS ARE ALSO TRAINED TO FOLLOW MARTISTE CLEANING STANDARDS.

WHAT IS THE CANCELLATION POLICY?

WE BELIEVE THAT TIME IS VALUABLE FOR EVERYONE,THEREFORE OUR CANCELLATION POLICY APPLIES TO BOTH OUR CLIENTS AND MARTISTE LTD. WHEN YOU CANCEL OUR SERVICE FEW HOURS BEFORE THE START TIME OR AT THE LAST MINUTE,CLEANERS LOSE THEIR INCOME. YOUR CANCELLATION FEES PROVIDE COMPENSATION TO THE CLEANERS.
PLEASE READ OUR CANCELLATION POLICY BEFORE CANCELLING.

WHAT ABOUT THE INSURANCE?

MARTISTE LTD HAS PUBLIC LIABILITY INSURANCE. HOWEVER, CLAIMS CAN ONLY BE SUBMITTED FOR DAMAGES THAT EXCEED £1500.
PLEASE BE ADVISED THAT OUR LIABILITY IS LIMITED FOR DAMAGE BY THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS.

WHAT IF I HAVE A COMPLAINT?

WE ARE SORRY TO HEAR YOU ARE HAVING PROBLEMS. GIVE US AS MUCH INFORMATION AS POSSIBLE VIA OUR EMAIL AT [email protected].

CAN I CHANGE MY CLEANER IF I AM NOT HAPPY?

YES, YOU CAN.

DO YOU HAVE INSURANCE COVER?

YES. IN LINE WITH ALL OTHER INSURANCE POLICIES, THIS IS INDEMNITY COVER NOT NEW FOR OLD AND THERE IS AN EXCESS ON THE POLICY. TO KEEP COSTS REASONABLE, THE EXCESS IS £100 PER CLAIM.

CAN I HAVE CLEANING ONCE A MONTH?

YES,YOU CAN. BUT PRICE WILL DIFFERENT.

CAN I HAVE AN EVENING OR WEEKEND CLEAN?

YES, OF COURSE.

HOW MANY HOURS DO I NEED?

IT DEPENDS ON THE SIZE OF YOUR HOME, HOW MANY
ROOMS, BATHROOMS AND HOW MUCH CLEANING NEEDED IN THEM. PLUS
THE QUALITY AND DEPTH OF CLEANING THAT YOU REQUIRE.
YOU MAY WANT FEWER OR MORE HOURS AND THEN PRIORITISE THE ROOMS AND JOBS TO BE COMPLETED.

HOW DO I MAKE A BOOKING?

BOOKINGS CAN BE COMPLETED VIA OUR
WEBSITE MARTISTE.CO.UK/CONTACT

IF I AM NOT SATISFIED WITH THE CLEANING SERVICE?

IF YOU ARE NOT SATISFIED WITH HOW YOUR HOME WAS CLEANED, PLEASE LET US KNOW AS SOON AS POSSIBLE.
WRITE TO US AND ATTACH PHOTOS,TO SHOW US EXACTLY WHAT WAS WRONG. BE ADVISED THAT WE CANNOT ACCEPT COMPLAINTS LATER THAN 48 HOURS AFTER THE CLEANING. AFTER THE INVESTIGATION OF THE CASE, WE MAY SEND ANOTHER CLEANER TO RE-CLEAN THE MISSED AREAS FOR FREE.

MARTISTE LTD DOES NOT PROVIDE ANY REFUNDS FOR OUR SERVICE.
IF YOU ARE AT HOME DURING THE CLEANING WE ASK YOU TO ALWAYS CHECK
HOW THE JOB WAS DONE AT THE END OF THE CLEANING.
IF YOU ARE NOT AT HOME AT THE END OF THE CLEANING IT MIGHT BE MORE
DIFFICULT TO PROVIDE THAT THE JOB WAS DONE INCORRECTLY.
PLEASE BE SURE SOMEONE CAN CHECK HOW THE CLEANING WAS DONE BEFORE THE CLEANER LEAVES YOUR HOME.

DAMAGE.

OUR RESPONSE TIME IS 24 HOURS. RESOLUTION TIME 2-5 DAYS.
IF YOU FIND THAT SOMETHING WAS DAMAGED AFTER THE CLEANING TOOK PLACE, PLEASE REPORT ABOUT THIS AS SOON AS YOU CAN WITHIN 24 HOURS. PLEASE PROVIDE A CLEAR DESCRIPTION OF THE DAMAGED ITEM AND
AS MUCH DETAILS AS POSSIBLE, INCLUDING PICTURES OF THE DAMAGED
ITEMS OR AREAS. COMPENSATION IS LIMITED TO THE COST OF THE CLEANING.

IF ITEM IS MISSING?

OUR RESPONSE TIME IS 24 HOURS.RESOLUTION TIME 2-5 DAYS.
WE STRONGLY ADVISE ALL CUSTOMERS TO SECURELY STORE AWAY ANY ITEMS OF VALUE THAT CAN BE EASILY STOLEN INCLUDING PASSPORTS/CASH/CREDIT CARDS. THESE ITEMS MUST BE STORED IN A SECURE LOCATION.
MARTISTE LTD WILL NOT BE LIABLE FOR MISSING ITEMS UNLESS YOU HAVE CREDIBLE EVIDENCE THAT THE ITEM WAS TAKEN BY THE CLEANER. ANY LIABILITY ON OUR PART IS LIMITED TO THE COST OF THE CLEANING.

IF YOU FIND THAT SOMETHING IS MISSED FROM
YOUR PROPERTY AFTER THE CLEANING TOOK PLACE, PLEASE REPORT US
AS SOON AS YOU CAN WITHIN 24 HOURS VIA EMAIL [email protected]
A CLEAR DESCRIPTION OR PICTURE OF THE MISSING ITEM INCLUDING THE VALUE AND LOCATION OF THE ITEM. IF THE VALUE OF ITEM IS MORE THAN THE AMOUNT OF THE CLEANING WE WILL NEED A COMPLIED POLICE REPORT WITH CASE NUMBER.
ONCE WE RECEIVE THE RELEVANT DETAILS WE WILL SPEAK AT FIRST TO THE CLEANER FOR FEEDBACK AND AFTER WILL ADVISE THE NEXT STEPS.