Question 1

How does booking work?

Accepted Answer

Select your service and choose a time on our website.
Pay securely online.
We match you with a vetted local cleaner based on your area and service type.
Your cleaner arrives with the correct products (Eco or Standard).
Your clean is completed - and we’d love your feedback!

All bookings are confirmed once payment is made.

Question 2

Is there a minimum booking time for each type of clean?

Accepted Answer

Yes. Most bookings have a minimum duration of 2 hours per visit. 
However, the Mini Refresh Clean is available as a 1-hour option for lighter tidies, and End-of-Tenancy cleans have a minimum booking time of 4 hours (which may vary slightly by job).

Question 3

Do cleaners bring their own products?

Accepted Answer

Yes. Cleaners bring their own Eco products or Standard products, depending on what you book.

You must provide the following essentials:
 • Hoover
 • Mop & bucket
 • Any long-reach tools (if needed)

Question 4

Are cleaners employed by FreshLet?

Accepted Answer

No. All cleaners on FreshLet are self-employed independent professionals.

We vet cleaners before they join the platform and match you with a cleaner based on:

• Your location
 • The service booked
 • Availability
 • Experience (e.g., HostCare, Eco-approved)

Cleaners are fully responsible for the quality of their work.

Question 5

Can I request the same cleaner again?

Accepted Answer

Yes - you can request them in your form. If they are available, we will allocate them to you.

Question 6

Why did two cleaners arrive instead of one?

Accepted Answer

Some bookings are shared to complete the job faster. Your price is always based on the total hours booked, so a 6-hour booking may be done by one cleaner for 6 hours or two cleaners for 3 hours each. The total charge stays the same.

Question 7

What if I need to cancel or reschedule?

Accepted Answer

Our cancellation policy is as follows:

48 hours or more before booking: Full refund. 
Between 24–48 hours before booking: 50% refund. 
Less than 24 hours before booking: Full fee applies (no refund).

Cancellations must be made via email or WhatsApp message to be valid. Refunds are processed to the original payment method within 3–5 business days. 
 
Short-Notice Bookings: 
For bookings made less than 48 hours in advance, cancellations are non-refundable once confirmed, as cleaner time has already been allocated. Rescheduling may be offered subject to cleaner availability.

Question 8

Do you clean Airbnb or short-let properties?

Accepted Answer

Absolutely. Our HostCare Turnover service is designed for Airbnb hosts, short-let managers, holiday rentals, and estate/letting agents..

Quick guest turnaround – Fast, reliable service to prepare your property for the next arrival.
Refresh between bookings – Wipe-down and disinfect high-touch areas, reset rooms, and tidy all spaces for a guest-ready feel.
Fresh linens & presentation – Linen change and hotel-style bed-making (client to provide clean linens), plus optional light staging for a welcoming touch.
Eco or standard products – Choose non-toxic eco products or standard products for extra cleaning power.
Flexible scheduling – Book one-off turnovers or set up recurring cleans to match your guest bookings.

FreshLet handles the cleaning, linens (if provided), and guest-ready presentation so you can focus on your guests, not the changeover. Let us know during booking and we’ll match you with a cleaner experienced in HostCare turnover cleans.

Question 9

How do payments work?

Accepted Answer

• Payment is taken securely online when you book
 • After payment, you complete your short booking form
 • Payment is released to your cleaner 12 hours after the clean is  
    completed. This allows time to report any concerns so they can 
    be resolved fairly.

Question 10

Can I change from a Standard Clean to an Eco Clean later?

Accepted Answer

Yes. Just let us know before your next booking and we’ll update your preferences. If there is any price difference, we’ll send you a payment link to settle the balance before the cleaner arrives.

Question 11

What if I’m not happy with the clean?

Accepted Answer

If something isn’t right, please notify FreshLet within 12 hours of the clean. We will review the issue, speak with the cleaner, and work with both parties to agree a fair and transparent resolution in line with our Client Terms.

Because FreshLet is a matching platform (not the employer of the cleaners), resolutions are handled collaboratively, but we always aim to ensure a positive and fair outcome for everyone.

Question 12

What is included in a Standard or Eco Clean?

Accepted Answer

Both services include the same tasks:

• Kitchen surfaces + appliance exteriors
 • Bathroom clean
 • Bedroom tidy + surfaces
 • Living areas tidy + surfaces
 • Dusting and wiping of accessible surfaces
 • Wet-wiping high-touch areas (door handles, light switches). 
 • Floors vacuumed and mopped
 • Bins emptied (if liners are supplied)

Difference: Eco Clean uses non-toxic, plant-friendly products.

Question 13

How do extra rooms work?

Accepted Answer

All core services include a base clean covering: Studio flat OR
1 kitchen + 1 living room + 1 bathroom + 1 bedroom flat/house.
Extra rooms (bedrooms, bathrooms, WC, dining room, study, utility etc.) can be added during booking.

Extra room time:
 • Eco/Standard/HostCare: +30 minutes per extra room
 • End-of-Tenancy: +60 minutes per extra room

Prices show automatically during booking.

Question 14

What is included in an End-of-Tenancy clean?

Accepted Answer

Includes ALL Standard Clean tasks and full deep clean including:

• Oven interior
 • Fridge/freezer (freezer must be defrosted)
 • Interior cupboards/drawers (must be emptied)
 • Heavy limescale removal
 • Window interiors + tracks
 • Skirting, radiators, sockets
 • High dusting
 • Hoovering and moping
 • Under/behind movable furniture

It is the highest-level clean on the platform.
Minimum: 4 hours
Extra rooms: +60 minutes each

Question 15

Do you offer add-ons and bundles?

Accepted Answer

Yes - you can choose from:

Bundles:
 • FreshLet Kitchen Reset
 • FreshLet Bathroom Glow-Up
 • FreshLet Home Pro Shine

Add-ons:
 • Oven
 • Fridge/Freezer
 • Cupboards
 • Extra windows
 • Limescale
 • Pantry clean
 …and more.

Add-ons require additional time, which is automatically added during booking.

Question 16

What happens if more time is needed?

Accepted Answer

If the cleaner arrives and the home requires more time than booked, FreshLet may:
 adjust the booking time
 recommend extra rooms
 recommend an End-of-Tenancy upgrade (if the home is not suitable for a routine clean)

We always communicate this before any change is confirmed.

Question 17

Can I book carpet cleaning, upholstery or specialist cleaning?

Accepted Answer

FreshLet currently focuses on home cleaning, HostCare turnover, and detailed add-ons only.

Question 18

Which areas do you cover?

Accepted Answer

FreshLet currently covers:

• Iver 
• West Drayton 
• Uxbridge 
• Hillingdon 
• Hayes
• Ruislip
• Slough
• Surrounding areas

You can join the waitlist for other locations.

Question 19

Is my booking insured?

Accepted Answer

Most cleaners on the FreshLet platform choose to hold their own public liability insurance, but it is not mandatory for self-employed cleaners in the UK.

If insurance is important to you, you can request to be matched with a cleaner who has active public liability cover. We will always do our best to accommodate this.

FreshLet is a smart local matching platform - we do not employ cleaners and we do not provide insurance. Insurance is held by the individual cleaner where applicable.

Question 20

Is FreshLet safe to use?

Accepted Answer

Yes - all cleaners go through vetting including:
 • ID check
 • Right-to-work confirmation
 • Insurance requested
 • Address verification
 • Cleaning experience review
 • Product knowledge (Eco/Standard)

Payments are processed securely through Square.

Frequently asked questions