Information before the cleaning

Support

• For urgent questions/matters, you can reach us at 070-791 32 95 (kl. 06:30–17:00 på
  weekdays).

Delays

• We do our best to arrive on time but unfortunately sometimes delays occur due to traffic problems or other unforeseen events. If we are more than 30 minutes late and you cannot wait, you have the right to cancel.
• If we are unable to access or reach you within 30 minutes, we reserve the right to cancel your booking with full charge.

Cancellation

• You are not bound by any notice or commitment periods, but our cancellation and rebooking policies apply. Please read more about our cancellation and rebooking policies here.

Billing

• Billing is done monthly in arrears. The invoice is sent by email around the 10th of each month.
• For a smoother customer experience, we recommend that you apply to pay your invoices via direct debit or e-invoice.
• For questions regarding invoices or payments, please contact ekonomi@tidy.nu

Required time for the cleaning

• We base our time assessment on whether we will have time to complete all the steps on our checklist.
• It is difficult to know in advance how much time is required for each unique home, which is why we initially provide an estimate. The estimate can be adjusted after the first cleaning.
• If additional time is needed, we will contact you for approval.

Execution and checklist

• The cleaning is carried out according to our checklists:
  • Checklist standard cleaning
  • Checklist deep cleaning
• The checklists can be adapted to your wishes. Adaptations may affect the time required.
• Please note that removal is normally not included in our time estimate.
• Please contact the office at least 24 hours before your booked cleaning if you would like to make changes/adjustments to your cleaning - avoid requests directly to your cleaner, this is to avoid misunderstandings on site.
• Note: We do not move furniture and the cleaners clean as high as they can. If you can provide us with a footstool, it will help us reach better. For safety reasons, we do not use independent ladders to reach higher.

Cleaning equipment

In order for us to achieve the best results, please have the following equipment available:

• 6 cleaning cloths (preferably microfiber)
• At least 2 cleaning sponges
• Vacuum cleaner (with extra vacuum cleaner bag available) (Unfortunately, cordless vacuum cleaners do not work as well for our service. We are happy to communicate with you about this)
• Mop and bucket

We recommend that you sign up for a subscription to our environmentally friendly cleaning products from Pure Effect for 99 SEK/month (excluding RUT). We will then supply you with cleaning products and continuously refill them when they run out. We also encourage you to use the products yourself between cleanings. Read more about Pure Effect here.

If you prefer to use your own detergents we recommend that you provide cleaning products such as dishwashing detergent, all-purpose cleaner, green soap, window spray, limescale remover and swinto.

For specific needs, such as oven cleaning or other “problem areas,” you will need to have stronger cleaning agents available. We are happy to communicate about cleaning products and equipment to ensure the best results.

• We ask that you wash used rags and sponges between cleaning sessions. The cleaner will leave these in a designated place.
• Remember to avoid fabric softener when washing microfiber cloths, as it impairs the effect.

Sensitive materials

• To minimize the risk of damage, it is important that you inform us about sensitive materials in your home that require special treatment, such as marble, limestone or wooden floors.
• This also applies to furniture or furnishings that require special treatment or are sensitive to water.

Follow-up and satisfaction guarantee

EAfter the first cleaning, we follow up with you to ensure the quality and that everything went well. We then carry out ongoing follow-ups to ensure that we maintain the quality of the performance. If you have feedback on a cleaning, you are always welcome to contact us first.

Our satisfaction guarantee means that we will rectify all errors and deficiencies in the cleaning carried out free of charge, as soon as we are able. The guarantee applies provided that we are notified in writing via email (preferably with a picture attached), no later than 72 hours after the cleaning has been carried out.

The satisfaction guarantee does not apply if:

• You say no when we ask for more time to complete all the items on our checklist.
• You give us feedback on moments where we believe we have done everything we could.
• You caused a delay and the cleaner then did not have time to complete the cleaning at the booked time and there was no possibility to extend the cleaning time.