FAQs & Terms

Frequently Asked Questions

The number one question is, are you reliable?

We operate to the utmost standard of reliability and integrity to provide you with a service that you are happy with. We are honest and always work to the best of our ability to provide the customer with an affordable specialist service. Try any of our services and you will wonder why you hadn’t earlier.

Do you charge for a on site quote?

We offer a completely free “no obligation” quote.  We can visit your home and discuss the way we operate and the method we think is best to clean your item or property & you can also let us know any items you feel require extra attention.

Home And Office Cleaning

How much does it cost for domestic cleaning?

Services can range in price, whether it is regular cleaning or one off cleans. We try to work off a basic price of £50.00 for one off cleans and £8 – £13 per hour for regular cleans. Please be aware though that these are estimates, your quote could be significantly lower of higher.

We can easily visit your property and provide a full written break down on costs.

Is there a contract?

There is no contract for our services, we allow you to choose when we start and when we stop. We do require at least 24 hours notice for cancellations and if this isn’t provided we charge a discretionary 25% of the overall cost. If 24 hour notice cannot be provided due to unforeseen circumstances, we do take this into account and are understanding, therefore the 25% charge is wavered the majority of the time.

Can we trust the cleaners?

All our cleaners are vetted intensively. We perform CRB checks, background checks, and ensure they are reliable and trustworthy as well as maintaining a high standard of work. We visit all our cleaners in their homes to make a general assessment and introduce them to you personally before they begin cleaning.

If you are ever unhappy with the service or the cleaner, we can make arrangement to amend things or replace your cleaner.  Your trust is our number one priority.

What if our regular cleaner cannot make it?

If your regular cleaner cannot make it for a specific reason, we contact you and let you decide if you would like another cleaner to attend. When we choose our cleaners, we hire the most reliable and trustworthy personnel possible to reduce this risk.

What happens if the cleaner breaks something?

If one of our cleaners breaks something, we repair or replace the item. Our cleaners are covered by liability insurance of  £5 million to be used in extreme circumstances (not once used in 10 years of business).

Do we have to be there when the cleaners attend?

We offer a key holding service, which goes without saying, is done with the utmost security and discretion. If you are not comfortable with this service, we can arrange cleaners to attend when you are home.

Carpet and upholstery cleaning and hard floor cleaning.

Are you trained?

We are trained in both carpet and upholstery cleaning and hard floor cleaning and update our training regularly to keep up to date.

What can you clean?

We can clean a vast range of fibres found in carpets and upholstery.  The key is identification and then you can make a decision on the cleaning solution and method used. We can also clean a range of hard surfaces, such as marble, travertine, wood, vinyl, sandstone etc.

How often should my carpets or upholstery be cleaned?

This depends on many factors.  The amount of traffic on the carpet, the use of the carpet (hall, bedroom, reception room), or whether the carpet is somewhere children or pets play all affect how often the carpet needs to be cleaned. We would recommend every 3 – 6 months however it would only take our technician a couple of minutes to assess whether your carpet is in need of a clean.

Do carpet and upholstery get dirtier quicker after cleaning?

If they aren’t cleaned correctly, yes they will. The reason for this is the left over residues from the cleaning chemicals.  These attract dirt which bonds with the residues leaving your carpet looking dirty.  The advanced cleaning solutions we use continue to break down even after cleaning and added to that, unlike many other carpet cleaners, we flush the carpet with fresh water only.  Many other companies add chemicals to their flush tank, thus leaving behind more residues.

How long does it take to dry?

We use a powerful triple flow vacuum that enables us to remove a large percentage of cleaning chemical and dirt.  It is likely that carpets will dry completely within two hours, many are dry when we leave your home allowing you to make use of the relevant rooms. We can enhance drying time with an air mover and this can reduce drying times to 1 hour, please ask when booking. Additionally, we leave an after care sheet that shows you how to aid drying times by increasing air flow.

Are the carpet and upholstery cleaning solutions you use safe?

All our cleaning solutions are eco-friendly, child and pet safe.

How much does it cost for carpet and upholstery cleaning?

Again this depends on the condition of the carpet, the size of the carpet, the age of the carpet, and staining on the carpet. We can provide you with a complete cost breakdown when we visit your home for a no obligation quote. We do not use pressure tactics and are always honest about the service that you need.

Do you move furniture?

We are able to move furniture if you require us to.  You can help us with this by emptying cupboards and drawers and by lifting small items off the floor.

What are those shiny things you put under the furniture?

These are called furniture protectors.  We do this so there is no dyeing of the carpet from metals and woods from furniture.  You can remove these after the carpet is completely dry.

What method of carpet and upholstery cleaning do you use?

We use the most powerful cleaning method called hot water extraction. Combined with our specialist cleaning solutions, this ensures the most thorough clean. We can offer other methods such as low moisture and/or dry cleaning but again this will depend on the carpet type.

Do you clean curtains?

Yes we do. We can deep clean curtains using minimal moisture and an eco friendly chemical.

Are you insured?

We are fully insured up to £5 million and for treatment risk to the item we are working on. Details can be provided on request.

Pressure washing, graffiti removal, and car valeting.

Do we need to supply power and water?

No.  We are completely mobile.  We can set up anywhere and begin cleaning.

What areas do you cover?

We cover the whole Greater Manchester area.

How long does it take for the carpets and seats to dry after a full valet?

This can take less than an hour or up to two hours depending on the condition the cloth was in. It may take significantly longer during winter.

How much notice do you need to book a car valet?

It all depends on how busy we are, it could take one week or one hour.  The earlier you book, the more chance you have of not being disappointed, especially when the sun is out!

Do you valet cars at weekends?

We operate on a Saturday, but Sunday is our rest day!

Can I have my car valeted at work?

We can valet your car anywhere.  90% of our customers have their car done at the office.

How long will it take to valet a car?

Mini-valets can take 45 minutes to 2 hours, whereas full valets can take upwards of 4 hours.

What happens if it rains when my car is booked in for a valet?

We will call you to discuss, many valets can be done in the rain, however some can’t.

Do you offer discount for valeting large fleets of cars?

We will offer substantial discount for regular valeting or large fleets of vehicles,

Can you remove scratches?

We can remove scratches using polish or paint renovator. In extreme circumstances, we can T-cut the vehicle.

Do you super guard?

Yes we do and we charge much less than dealerships for the same service.

Do you seal brickwork or floors after pressure washing?

Due to the poor products currently on the market, we do not offer to seal after cleaning. We can recommend a product but due to the high cost and poor results, we can not offer this service unfortunately as we are never satisfied.

Can you pressure clean anything?

Most items can be pressure cleaned by controlling the pressure and adding cleaning solution if it is a delicate surface. We can discuss any reservations you may have.

Do you leave a mess?

When we have completed every job, we wash downs walls and windows and ensure that waste water has drained away and rubbish is collected.  This is all part of the service.

Can all graffiti be removed?

The removal of graffiti is often dependant on the surface it has been applied to and what with. We have a range of cleaning solutions and steam to attempt to remove graffiti and we can apply a anti-graffiti coat to make future removal much easier.

Is reverse graffiti illegal?

Reverse graffiti, also known as clean art is not illegal. Many blue chip companies use it as a way to advertise, it is very eye catching and often unique in many areas.

Terms and conditions

Carpet cleaning:

1. Quotations
1.1.          Carpet cleaning is charged per square foot taking into account the amount of soiling and type of carpet fibres. Natural carpet fibres e.g. coir, jute, sisal, sea grass etc. may need a dry cleaning process which is a specialist service than the standard hot water extraction method.

1.2.          Absolute Clean uses details provided by the client when quotations are provided over the phone and are deemed to be a true reflection.

1.3.               All quotations provided will remain open for a period of 60 days.

1.4.          Absolute Clean reserves the right to amend the initial quotation, should the Client’s original requirements change.

1.5.          Differences in excess of 10% will be discussed with the Client prior to the start of the work. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.

2. Equipment
2.1.          Absolute Clean shall provide all cleaning supplies and carpet cleaning equipment required to carry out the service.

2.2.          The Client must provide running water and electricity at the premises where the service takes place.

3. Payment
3.1.          Unless otherwise agreed in writing by the company, the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.

3.2.          We reserve the right to cancel services without notice due to declined credit card transactions or non-cleared funds.

3.3.          Absolute Clean reserves the right to charge interest on invoiced amounts unpaid for more than 60 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment under the Late Payments Act.

3.4.          Absolute Clean reserves the right to charge £30.00 administrative fee, plus any solicitors’ fees, in addition to the balance due, for any account we must refer for collection.

3.5.          All bank charges received due to returned cheques shall be passed to the client.

3.6.          Absolute Clean reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

3.7.          Where such alternative arrangements have been made the Client must make payment within 60 days of the invoice date.

3.8.          The rates of payment by Absolute Clean shall be as agreed between the Absolute Clean and the Client, or his representative. The Client shall make no reduction or retention from the sum due under any invoice.

4. Cancellations
4.1.          You can cancel the booking at least 24 hours before work is due to be carried out in writing or via phone. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.

4.2.          Please note our communication times are between 08.00 and 18.00 hours Monday to Friday. An email received at 18.30 on a Friday evening will not be read until 08.00 on Monday.

4.3.          If we are prevented from carrying out the booked services due to your failure to provide: 24 hours cancellation notice, access to your property or electricity/water, you will be charged £50.00 cancellation fee after the seven day cancellation notice has expired. This does not affect your statutory rights.

4.4.          If the Client needs to change a cleaning day or time, Absolute Clean will do its best to accommodate. Any changes to booked services are subject to a 24 prior notice and availability.

5. Refunds
5.1.          Refund will be issued only if:

5.1.1      The Client has cancelled a cleaning visit within the allowed time (minimum of 24 hours) prior to the start of the cleaning visit. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.

5.1.2      A cleaning operative has not been able to carry out the cleaning due to reasons beyond the Client’s responsibility.

6. Complaints

6.1     We request that complaints or feedback be provided in writing (by letter or email) within 48 hours, to ensure that the details are received in a clear and complete manner.

6.2     All services shall be deemed to have been carried out to the Client’s satisfaction unless a written notice detailing the complaint is received by the Company within reasonable time of service completion. Absolute Clean will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.

6.3     The Client agrees to allow Absolute Clean back to re-clean any disputed areas/items or repair damaged items, before making any attempts to clean those areas/items himself or arranging a third party to carry out cleaning or repair services with regards to the above. Failure to do so will void Absolute Clean guarantee and we will consider the matter fully settled. If payment has not been received in full or has been stopped by the Client we will immediately refer the account for collection.

6.4     A full refund will be issued if the client is not happy after we have been allowed to re-clean or attempt to repair any poor workmanship or damage respectively.

7. Claims

7.1     The Client agrees that due to the nature of the service Absolute Clean guarantees only to correct any problems reported within seven days of the completion of the service.

7.2     Absolute Clean may require entry to the location of the claim as soon as possible in order to rectify the problem.

7.3     The Client agrees to inspect the work immediately upon its completion and to draw the operatives’ attention to any outstanding issues while they are still on site. The operatives will carry out any such additional work to the Client’s complete satisfaction.

7.4     If the Client or any third party instructed by the Client is not present at the time of completion of the service to inspect the work then no claims regarding any cleaning issues can be made.

7.5     If the Client instructs a third party to inspect the result from the cleaning then Absolute Clean must be notified before completion of the service.

7.6     In case of a third party inspecting or refusing to inspect the result from the cleaning then Absolute Clean cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

7.7     Any refunds or adjustments must be requested to Absolute Clean directly and this does not affect your statutory rights.

7.8     While Absolute Clean operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Absolute Clean requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

7.9     In case of confirmed damage, caused by Absolute Clean operatives, Absolute Clean will attempt to repair the item at its cost. If the item cannot be repaired Absolute Clean will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a source selected by Absolute Clean upon payment of cleaning services rendered. If the item holds sentimental value or is irreplaceable a compensation package will be put together to benefit the client.

Domestic Cleaning

8. Quotations

8.1     Our written quote covers everything that has been requested to be cleaned, this must be checked by the client and amended before the cleaning commences if extras are required. Please bear in mind, cleaning fridges/ovens/microwaves etc will take longer and must be factored into the quote.

9. Equipment

9.1     On every quotation supplied the customer has the option whether Absolute Clean provides cleaning equipment and chemicals or whether the client would like to supply their own, please note there is an additional surcharge for using our own equipment and chemicals clearly defined in the quotation.

9.2     Cleaning materials (detergents, solutions, towels, cloths, gloves) and equipment (vacuum cleaner, iron, ironing board, mop, brush and broom etc.) must be provided by the Client unless stated otherwise in the quote. All equipment must be safe to operate, in full working order and must not require any special skills to be used for the purpose of cleaning.

9.3     If the Client has equipment that is complicated to operate, the Client must provide clear and detailed instructions to the Cleaner.

9.4     If the Client does not have cleaning materials or value on utility and laundry cards, and Client asks the operative to purchase said items on their behalf, the Client understands that a £5.00 service charge will apply and will be added to the cleaning materials bill.

9.5     A detailed list of cleaning specifications (cleaning tasks) must be provided by the Client to the cleaning operatives prior to service commencing. If only verbal description of the tasks has been provided, Absolute Clean shall not be responsible for any tasks not carried out.

10. Payment

10.1  Unless otherwise agreed in writing by Absolute Clean the account is rendered for immediate payment on the completion of the work. The Client must make payment either by cash, cheque or credit/debit card before the cleaner leaves the Client’s premises.

10.2  Absolute Clean reserves the right to charge interest on invoiced amounts unpaid for more than 60 days at the rate of 8% per annum above the Bank of England base rate from the due date until the date of actual payment.

10.3  If Absolute Clean is forced to refer the Client’s account for collection to a third party then extra costs may be added to the outstanding amount by the debt collecting company.

10.4  All bank charges in regards to unpaid cheques will be passed to the client.

10.5  Absolute Clean reserves the right to cancel any contract and back charge additional for past services to reflect the balance of the standard rate(s) if any misleading or false information was used to obtain discounted services.

11. Refunds

11.1.          Refund will be issued only if the Client has cancelled a cleaning visit within the allowed time (24 hours) prior to the start of the cleaning session and a payment has been already taken by the Company. A cancellation fee may be applicable after the seven-day cancellation notice has expired. This does not affect your statutory rights.

12. Cancellations

12.1  There is a £30.00 late cancellation/lock-out fee for canceling or rescheduling a visit after the seven-day cancellation notice has expired, this does not affect your statutory rights. The same fee applies if the cleaning operatives are unable to gain access to the Client’s home, through no fault of the Company.

12.2  The contracted Client agrees to pay the full price of the cleaning visit, if: a) The Client cancels or changes the date/time less than 24 hours prior to the scheduled appointment; b) The Client fails to provide access to the service premises thus preventing Absolute Clean to carry out the booked work; c) There is a problem with the Client’s keys and the cleaning operatives cannot let themselves in. If keys are provided they must open all locks without any special efforts or skills.

12.3  If the Client needs to change a cleaning day or time Absolute Clean will do its best to accommodate him. A minimum 24 hour notice is required. Please note that Absolute Clean cannot guarantee that the same operative will be available on the new day and at the time the Client requires. Any changes in the cleaning schedule are subject to availability.

13. Employment referral fee

13.1  The Client is liable for an employment referral fee of £500.00 per person, should he directly employ (either legally or on a cash basis) anyone currently employed/sub-contracted by Absolute Clean, or employed/sub-contracted by Absolute Clean within the 1 year period prior to such employment.  The Client agrees to pay this fee whether he notifies the Company of his action or Absolute Clean discovers this employment independently at any time after it occurs.  The Client further agrees to reimburse Absolute Clean for any and all collection or legal fees Absolute Clean incurs in collecting this fee.

14. Claims

14.1  Absolute Clean public and products liability insurance will cover damages caused by a cleaning operative working on behalf of Absolute Clean up to £5,000,000.00. All claims are subject to an excess of £250.00. The insurance policy includes extra protection by adding Fidelity Risk cover of up to £10,000.00.

14.2  The Client agrees that due to the nature of the service Absolute Clean guarantees only to correct any problems reported within 48 hours. Absolute Clean may require entry to the location of the claim within 24 hours to correct the problem. Any refunds or adjustments must be requested to the Company directly and subject to approval by Absolute Clean.

14.3  While the Absolute Clean operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this specific reason, Absolute Clean requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and /or not cleaned by the cleaning operatives.

14.4  In case of damage, Absolute Clean will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of cleaning services rendered. If the item holds sentimental value or is irreplaceable a compensation package will be put together to benefit the client.

14.5  Absolute Clean shall not be responsible for damage due to faulty and/or improper installation of any item. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.

14.6  Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by Absolute Clean and the Insurance Provider(s). Monetary compensation as well as legal fees may incur.

14.7  Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per location liability limit.

15. Complaints

15.1  All complaints after completion of work must be received in writing by letter, fax or email.

15.2  If the Client is unpleased with a currently occurring service, Absolute Clean asks that the Client notifies it as soon as they notice anything that might be to their dislike by calling 0800 122 3174. Please do not wait until the service is ending.

16. Liability

16.1  Absolute Clean shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with : 1. A cleaning job not complete due to the lack of suitable/enough cleaning materials, lack of hot water or electricity, or equipment not in full working order; 2. Third party entering or present at the Client’s premises during the cleaning process; 3. An existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the Client’s cleaning equipment and materials and in accordance with the industry standard cleaning methods as described in Absolute Clean method statements; 4. Any damages caused by faulty/not in full working order equipment or materials supplied by the Client;

17. Supplementary terms

17.1  If the Client requests keys to be collected by Absolute Clean operatives from a third party’s address outside the postal code of the serviced address then a £10.00 charge will apply. The charge will cover only the pick up of keys. If said keys need to be returned back to the third party’s address or any other address another charge of £10.00 will apply.

17.2  Absolute Clean, reserves the right to reevaluate rates at any time should the Client’s initial list of tasks changes.

17.3  Absolute Clean reserves the right to amend the initial quotation, should the Client’s original requirements change. Differences in excess of 10% will be discussed with the Client prior to the start of the work.

17.4  If any estimates of how long it will take the cleaning operatives to complete the job are being provided those are only estimates based on the average time it takes to clean a home or an office of similar size to the Client’s, it being difficult to calculate precisely how long such tasks may take and that a degree of flexibility may be required. Please note that one off cleans may take longer to complete due to longer intervals between cleaning sessions, number and type of cleaning tasks required, when compared to the regular maintenance cleaning of the same property.

17.5  The Client understands that the price he has been quoted is not for a “package deal” and does not include anything apart from cleaning labour.

17.6  Absolute Clean shall arrange an immediate replacement should an operative cannot attend a scheduled visit, and will inform the Client prior to the visit.

17.7  Post Construction Cleaning (Builders Cleaning), Event Cleaning or badly neglected homes may take up to three times longer than a well maintained home requiring general cleaning. Therefore Absolute Clean advises the Client to ask for our specialist cleaning services: Builders Cleaning or Event Cleaning.

17.8  The cleaning operatives are not allowed to hand wash any items of clothing belonging to the Client. Absolute Clean advises that our operatives can only use a washing machine for such tasks.

17.9  All fragile and highly breakable items must be secured or removed.

17.10                  The cleaning operatives are not allowed to use and work with bleach or bleach containing products. Absolute Clean advises the Client to avoid supplying such products to the cleaning operatives. Absolute Clean shall not be liable under any circumstances for any damages to Client’s property caused by bleach/bleach containing products.

17.11                  Absolute Clean reserves the right to make any changes to any part of these Terms and Conditions without giving any prior notice. Absolute Clean may add to or alter these Terms and Conditions from time to time and any alterations or additions will apply to new business but not to existing contracts. Please refer to your copy of these Terms and Conditions.

18. Our guarantee

18.1  Absolute Clean has built its business and reputation by providing its clients with the best possible cleaning service available. Still, the Company realises, that because its operatives are human beings, they sometimes make mistakes. For this reason, the Company offers you a guarantee. If the Client is not satisfied with the cleaning standard of certain areas after the cleaning, Absolute Clean operatives will come back to the Client’s home and re-clean those areas free of charge. This does not affect you statutory rights.

19. Referral credit

19.1  Any Client of Absolute Clean will receive a one-time credit of £10.00 for referring another Client. Credit will be issued after new Client has been serviced 4 times.

20. Law

20.1 The cancellation of contracts made in a consumers home or place of work etc regulations 2008. These Regulations replace the current Consumer Protection (Cancellation of Contracts Concluded away from Business Premises) Regulations 1987, which provided consumers with a seven-day cooling off period where contracts were made following an unsolicited visit from a trader. They give the consumer cancellation rights for certain contracts made away from trade premises. The consumer has a cooling-off period of 7 calendar days, from receipt of a Notice of the Right to Cancel from the trader, during which they can cancel.

The Regulations apply to contracts where the contract price is £35 or more. This includes contracts for the construction of extensions, patios, conservatories and driveways where goods are incorporated in immovable property, and also repairs to immovable property.

20.2 The Cancellation of Contracts made in a Consumer’s Home or Place of Work etc. Regulations 2008 (“the Regulations”) may apply. If the Regulations apply you have the right to cancel this contract within seven days from the date that it is received by you. You may do this by delivering or sending to us written notice that you wish to cancel the contract. There is enclosed with the letter of engagement a cancellation notice which you may use if you wish to cancel the contract. Notification may be sent by post or email to the email address at the top of the letter of engagement.