Frequently asked questions
Below you’ll find answers to the questions we get asked the most about our services.
We specialise in residential and commercial cleaning in Northern Ireland area. Depending on what you want and need, 5G Cleaning Services offers regular services, one-off deep cleaning, end of tenancy, moving out, moving in, home organising, oven cleaning, carpet cleaning, upholstery cleaning, window cleaning, offices cleaning, after builders cleaning.
We charge flat rate based on the property and the job required.
Payments are made in cash before the job starts.
We require a minimum of 48hours notice in order to cancel your booking. If you fail to give us the appropriate notice you will be charged the 50% quoted price. Same day cancelation notice, (last minute) you will be charged full price as we can’t replace your slot fast enough.
Yes, we guarantee that you will get your deposit back in full from your booking AS LONG AS you give us 48 hours notice. Please NOTE our cancelation fee policy.
The person who does the booking on our website, is also responsible for the payment.
We make sure we provide our high standards to you, if a member of our staff does additional hours in order to complete a service and have not been paid for, we will send you a link with payment method. Must be completed within 24 hours after the service provided.
No, our online discount only applies to the first service and friend referrals.
We are always happy to receive praise for our work. If one of your friends becomes a weekly customer, thanks to your recommendations, you will get a free cleaning visit as a “Thank you.” It is important for our cleaning company to maintain high levels of customer satisfaction and trust.
Yes, 5G Cleaning Services has a full Employers Liability cover of £10,000,000 and Public Liability cover of £2,000,000. Which is more important – Treatment Risk is included.
Increased cover can be arranged on request.
Yes, including a minimum of £1,000,000 public liability insurance. In line with all other insurance policies, this is indemnity cover not new for old and there is an excess on the policy. To keep costs reasonable, the excess is £100 per claim.
No. Our professional cleaning company doesn’t bind its customers in any way with a written contract.
Naturally, like any business, we must have terms and conditions, and these can be found in the footer of our page. If you do ever need to cancel our services, you must give us 7 days’ notice.
Ideally yes, you may provide all the cleaning equipment necessary (vacuum cleaner, mop and bucket, the basics of a household). The majority of our clients prefer to specific the substances used in their homes, therefore we advise them to provide us with the right products, however we can use our own products.
The end of tenancy and after builders cleaning teams are fully geared up with professional, durable equipment and products. This is calculated in the fixed price offer.
Yes, all our cleaning services is covered by our 24 hours full guarantee. This means that if you contact us within 24 hours of when the cleaning took place, we will be able to send a team free of charge to fix any outstanding issues.
Yes, there is, our minimum service duration is 3 hours bookings for weekly booking and fortnightly , once a month services, a minimum booking of 5 hours is required. If you require a cleaner more than two/three days a week exceptions can be made but please give us a call to discuss.
As a rough guide we advise that most jobs will be completed between 3 to 6 hours, depending on the property. Smaller jobs may be done faster and bigger jobs may require more time to complete.
Yes, give us a call or send us an email with your request with a minimum of 48 hours notice before your next planned visit.
As 5G Cleaning Services works on a schedule with multiple homeowners, we do our best to accommodate everyone’s needs.
No, you must have to provide access for our team or arrange access and they will take care of your property and provide a high quality cleaning service. Don’t worry, 5G Cleaning Services is fully insured, and our teams follow a strict protocol in regards to the keys and/or security code to your property.
Yes, as long as it’s 5-10 minutes from the property we can collect and return the keys at no extra cost! If further than 10 minutes a small fee of £10.00/£20.00 may be added to the final bill.
We make every effort to send the same cleaner each visit, however, sometimes due to illness, holidays, or other reasons, we may have to substitute another technician to clean your home.
Due to COVID-19 our teams will wear all the necessary PPE including a mask, gloves and overall shoes.
Our booking system calculates quotes based on information provide when you do the booking on our website.
We require at least 7 days notice from the last cleaning session in case of terminating your cleaning service. Give us a call or send us an email to advise us.
Yes, we will be glad to schedule the cleaner of your choice for your cleanings. However, due to availability, we cannot always schedule the same cleaner for recurring service less often than weekly.
If your cleaner is away on holiday we will contact you in advance to let you know of her holiday dates and ask whether you want a replacement cleaner or not. It is up to you to decide whether you want a replacement cleaner or not. We will not send a replacement cleaner if you have not got back to us.
Please give us 3 days notice in order for us to be able to arrange the cleaning to be done on another day that suits you. Alternatively if you have provided us/ your cleaner with a key she can come as usual without having to change anything.
No, you only pay when you use our services. That said, please inform us about your absence at least 3 days in advance, we will set up the date for your first cleaning after your return.
Please give us a call straight away. We will act accordingly, if a replacement cleaner is available on the day we will send one out to you.
Please let us know within 24hrs of the clean if you are unhappy with the service we provided you. We will provide another cleaning session to complete the jobs that were not completed to the satisfactory needs free of charge. If you are not satisfied with a particular person’s way of working, we can provide you with another cleaner. We have a large and varied cleaner base. Complaints made outside the 24hours window will not be considered.
Accidents may occur. We are fully insured and will replace or repair anything that gets damaged as a result of an accident caused by one of our cleaners. If you need to report a damage we accept complains made within 24hrs of the provided service. We will make every effort to have the item repaired or replaced. For your own protection you can secure any sentimental and antique values safe when you move them and put them in a safe place. Please note that we do not cover damages which worth less than 100pounds.
Yes, our staff are fully flexible and will take on evening or weekend cleaning work.
Yes, this service must have a minimum booking of 5 hours as it is considered one offs.
Every property is different, we cannot advise an exact time. We will work until the job is completed.
If the property already has a vacuum cleaner, mop and bucket and you are happy for us to use those then that is fine, however if you do not have those present in your property, we will bring the equipment. We will always come with the cleaning materials.
Yes, we operate 7 days a week.
Yes, we change the time and day of your booking within 48 hours of the booking itself. If it’s less than 48 hours we cannot promise that we will have the available time you wish, but in most cases we will be able to accommodate you with a new time that both parties are happy with.
You will get an automatic email straight away to confirm that the online booking has been successful. Shortly after that our staff will check your booking and send you email confirmation with some more details and information about the booking.
Yes, we understand how important it is to have somebody in your property who you can trust that is why we have an important process of choosing who we work with. Our cleaners are Police and DBS checked. We ask for up documentation for proof of address, a passport and/or ID card, permission to work in the UK. We also require written references from previous clients so we can speak with them and get some more information about the cleaning lady. The new cleaners have training days where they are shown what is required of the job and the standard we have to set from the start.