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Help & FAQs

Making a New Booking

How do I make a booking?

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What’s included in a cleaning?

Glimmr has a cleaning checklist that your cleaning professional will follow. You can leave additional instructions by contacting us, or by providing instructions during your cleaning.

The following extra services are available if selected at checkout: Inside the fridge, inside the oven, green cleaning, inside windows, basement, move in/move out, laundry, and inside cabinets.

Note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mould removal, deep stain removal, insect and pest removal, cleaning pet messes, cleaning blinds, and items that require heavy lifting.

One time vs recurring cleanings

Recurring Cleaning

Glimmr offers weekly, bi-weekly (every two weeks), or monthly cleaning at a discounted rate.  These cleanings are automatically scheduled on the same day and time based on the interval you select. We send a reminder email and text message to let you know of upcoming cleanings and at any time you can skip or reschedule service.

One-off Cleaning

You can schedule one-off cleanings at any time. Please note discounts are available for recurring cleaning (and with recurring cleaning you benefit from convenient recurring service with the same cleaning professional)

Move out cleans

Glimmr offers move out cleanings as an extra priced service to reflect the extra time needed for baseboards, uncleaned carpets, and other areas that have been hidden by furniture for quite some time. 

Please note that we are unable to guarantee your deposit. In addition, your cleaning professional is unable to move heavy furniture or climb ladders, as per our safety policy.

Your Clean

Will I always get the same crew?

We try our best but we can’t guarantee it.

Assigning team members to house cleaning appointments is a complicated dance as we have 30+ team members servicing 1,100 clients (new and recurring), all spread out across London.  Each of our cleaners has specific attributes and own “super powers” for different types of house cleaning and different types of homes.  Each client also has a busy life with family events, health issues, or vacations influencing their availability.

Our main goal is to make you happy.  And we do realise the best way to do it is to send you the team that had already succeeded in that.  It’s also the easiest thing for company and the preferred option for the cleaners themselves.  However, sometimes it’s nearly impossible to do because of the above-mentioned factors.

It is possible to always have your favorite team, if you:

  • are very flexible on your cleaning times,
  • inform us how important it is for you to have your team,
  • treat your team with kindness and respect.

We have several clients enjoying this happy arrangement.  Even without any special arrangements, most clients get their regular team 80% of the time.  For the other 20%, all of our cleaners are fantastic.  You may discover – as many of our clients do –  you love the new house cleaning team even more than your prior team!  Also, we back our work with a 100% satisfaction guarantee.  If you tried another team and didn’t like it, we will address any issues and/ or issue a refund.

Can you tell me more about your heavy-duty cleaning?

Normally, we prefer and our clients enjoy our flat rates that provide predictability.  But, in some cases, the condition of the home is outside of the anticipated range, and special rules apply.  We try to keep everything fair and provide a good value to our clients.

1) What conditions are we talking about?  A home that hasn’t been cleaned thoroughly for several months or years, especially when there are multiple residents and pets.  And the home that has several of these factors: many surfaces covered in clutter, spoiled food, mold, grease on the walls, fur covering the walls and appliances, disconnected water or electricity, animal waste indoors, strong odor of animals or cigarettes.

2) What happens if your home falls into this category?  If our crew determines upon arrival that your home is a bit outside of anticipated range, you have 3 options:

a) We spend the anticipated amount of time (or somewhat more) than a regular home would take, and “do what we can.”  Generally it’s 4 hours of work by 2 or 3 cleaners.  You can prioritize what’s most important for you (e.g. kitchen and bathrooms).  We won’t be able to meet all of the items on our checklist for deep cleaning (e.g. window tracks, cabinets, lighting fixtures), but most clients are very happy with the results.

b) Alternatively, you can select our “heavy duty” extra.  When you do it before the job, we will be better prepared to tackle the scope of work and send cleaners with modified equipment and supplies, larger group of people and for longer amount of time. It costs extra, but your home will be in a drastically different condition after we’re done.  If you haven’t selected it ahead of time, we will offer it as an option if we can accommodate it.  E.g. canceling or moving your crew’s subsequent booking, sending more cleaners and equipment, etc.  Most of the time we can pull it off.

c) You can simply cancel the job.  We will not charge you anything.

How many cleaners do you send?

We send the sufficient number of staff to complete the job approximately in half a day.  If it’s a standard service for 2-bedroom apartment, one or two maids maybe sufficient.  If it’s a 5,000 square foot mansion requiring a move-in service, we will send 4-6 people.

Do you bring your own supplies?

Yes, glimmr cleaners are equipped with most of the safe, family and pet friendly supplies needed to give your home a sparkle at no extra charge!

The only items we need you to provide are a hoover, a mop and a bucket.
Please let us know if you would like to provide your own special supplies by adding a note to your account after you book.

How long does it take to clean my home?

Service time may vary.  The first time takes longer as we learn what works best for your home and where everything is located.  Each subsequent time is faster.

 

Also, it depends on what condition is your home is in.  Some people keep operating-room conditions at the home and just require a touch up or additional services.  Others have three teenagers, a dog, and two jobs.  We don’t judge you when we find an old slice of pizza stuck behind the dresser.  We’re here to help.  But it may take us a little longer to bring your home into the tip top shape.

 

Generally, it will take between one to three hours for a smaller home cleaning service and two to four hours for a larger home cleaning service.  No worries, though, we charge a flat rate, so there is no additional charge even if it takes longer!

Timings and Availability

What are your hours of operation?

Glimmrs’s hours of operations are 8:30 am to 5:00 pm. Our last scheduled service starts at 4:30 pm.

Why is there a two hour window?

Our two hour window allows us to handle the unpredictability of cleaning services.  Homes are different sizes and require different levels of effort needed to make them clean.  So predicting the time spent at a home is incredibly difficult. In addition, we have to deal with other unpredictable factors like traffic, weather etc. Thanks so much for understanding.

My window has not passed but are we still on?

If you have booked a cleaning based on an arrival window (8:30 to 10:30 for example), this denotes that the team can be there anytime during this period.  We will reach out to you if there are any major issues however. Alternatively, please contact us here to check on your service.

When is your next available appointment?

You can have a look at date and time availability when you are at checkout.

Payments and Costs

How does payment work?

Glimmr only accepts credit/debit card payments for service. Card transactions for one time cleans are usually charged within one week of booking the clean. Card transactions for reccuring cleans are usually charged within one week of carrying out cleaning activities.

Why do I have to pay for the full price even if two bedrooms do not need to be cleaned?

Short answer: Because our prices are based on the house size, as estimated by the number of bedrooms. Not price for cleaning of each bedroom.

Long answer:

Whenever we receive a new booking, we check it against Zoopla or Rightmove to confirm the number of bedrooms.  If it exceeds that in the order form (because client doesn’t need one or two bedrooms cleaned), we then request from the client to revise the order to the true size.

Even though it may seem somewhat unfair at first glance, it’s easy to understand our reasons for this policy.  It is guided by our top priority – providing the best quality of service for our clients.

To make the booking process painless and predictable, we keep our prices flat and tie them to approximate size of your home.  The simplest way to estimate the size of most homes is by the number of bedrooms.  So, for 3-bedroom home, we prepare a team of two cleaners for approximately three hours.  This allocation allows us to provide the best quality work.

Let’s say that you don’t need to clean two (out of three) of the bedrooms, so you book it as a 1-bedroom home. We send one cleaner and roughly budget 2-3 hours for her before her next appointment.   When she arrives, she has double the anticipated volume of work:  2 or 3 bathrooms, larger kitchen and larger living spaces than anticipated and planned for.  (Also, bathrooms and kitchen are usually far more labor-intensive than bedrooms.)

To deliver the quality that we require and you expect, our cleaner would need to spend 5-6 hours, may become exhausted towards the end (working without a partner), provide a subpar result, and be late for her next appointment.

We want you to receive a great value: a very detailed cleaning that exceeds what other house cleaning companies in Londonand even 5-star hotels provide.  If, for whatever reason, you feel that you didn’t receive your money’s worth, we will always make it right and even issue a refund – based on our 100% satisfaction guarantee.

For all these reasons, we recommend selecting the true size of your home when booking the service and adding in the comments any special requests or requests for discounts.  We read each comment carefully and are fair and responsive.

What will it cost?

Our pricing is based on the number of bedrooms and bathrooms. Simply go to our booking page and enter this information and you will your price.

What do I do if I am not happy with my service?

If you are not happy with your service, the let us know ASAP. If you’re not happy with your cleaning, we will come out and re-clean. If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money!