What if I'm not satisfied with my cleaner?

Let us know as soon as possible and our 24/7 customer support team will be on-hand to listen and find an appropriate solution. If you decide that you would like a different cleaner, tell us and we can happily assign you another.

Which payment methods does Key2Clean accept?

All payments are made online. Unfortunately, we do not accept cash.

What days and times can I book a clean?

You can book a clean anytime between 7 AM and 8 PM on any day of the week. We accept bookings up to 24 hours before the cleaning visit. Where possible, we strongly recommend booking at least 48 hours in advance to ensure availability.

How do I book a clean?

For new Key2Clean customers, simply fill in all the relevant details in our online booking form and we will designate a cleaner. You can also do this over the phone or via our chat support option on the website.

What is included in a clean?

If you choose Key2Clean’s standard service, our trusted cleaners will cover all the essentials. To find out further details about what is included, please consult our services page. You can customise your clean at any time before your next visit (at least 24 hours), as we fully understand that each customer has different cleaning requirements. Simply tell us in the booking form any particular tasks or areas you would like your cleaner to pay attention to. You can also add on extras to your clean, including deep oven cleaning and upholstery cleaning.

Do I need to be at home during the cleaning?

It is up to you. If you are not home, kindly let us know beforehand either online, by phone or via chat as to how the cleaner can access your home. If this is your first Key2Clean visit, we do advise meeting your cleaner, so that you can highlight any areas of your home that you would like your cleaner to pay closer attention to.

Will Key2Clean provide cleaning materials?

We can provide cleaning materials or products for an extra fee.

Where are Key2Clean’s services available?

Key2Clean’s domestic cleaning services are available across the UK, including London, Kent, Surrey and Essex. Simply enter your postcode on our website to check if we serve your area.

What are Key2Clean’s customer service hours?

A member of our customer service team will gladly assist you with any queries you may have. We offer 24/7 customer support by phone.

Does Key2Clean vet and background-check its cleaners?

Absolutely: every cleaner is carefully vetted and background checked before working with Key2Clean. This includes an ID and criminal record check, as well as a face-to-face interview with our HR team. Every cleaner must also score consistently high customer reviews to remain with us.

Can I choose the same cleaner with Key2Clean?

Yes, if you select a regular or fortnightly visit, we will select a designated cleaner for you who will come for every clean.

Can I change my cleaner?

Yes, at any time. Simply let us know and we will assign you a new cleaner.

How do I reschedule or cancel my house clean with Key2Clean?

All you need to do is log into your Key2Clean account and select the Reschedule or Cancel Booking option. If possible, please let us know as far in advance as you can. If the cancellation is made less than 12 hours before, then you may be charged.

Refund Policy

Key2Clean does not offer refunds after the cleaning service. In the unfortunate event that you are not happy with the service carried out by one of our cleaners, the issue must be raised with us within 24hrs of completion of the service. Once we have established the claim, we will rectify the issues at no extra cost to the you within 48hrs.