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Frequently Asked Questions
Find answers to your most common questions here.
Booking & Confirmation
Book online through the HomeIQO booking system. Select the service you need, enter your property details, choose any available extras, select your preferred date and time, provide the required access information and complete the booking details.
Your booking request is then processed through HomeIQO.
Submitting a booking does not mean that a cleaner has already been assigned.
Your booking is confirmed once a cleaner has been assigned and you receive your confirmation email.
Please check the details in your confirmation email carefully and contact HomeIQO if anything is incorrect.
Please provide any information that could affect your cleaner’s visit. This can include pets, parking arrangements, keys, entry or alarm codes, concierge instructions, restricted areas, delicate surfaces or items, and anything else the cleaner should know before arriving.
Accurate information helps us arrange the service correctly and reduces problems on the day.
Pricing & Payments
Your price depends on the service selected, property size, cleaning frequency and any additional extras chosen.
Where HomeIQO displays a price “from”, this represents the starting price for the cheapest applicable configuration. The price may increase depending on your property and selections.
Your actual booking price is displayed during the booking process.
Payment is handled securely through HomeIQO’s online booking system. The applicable payment information is displayed during checkout.
Not unless they are specifically stated as included in that service. Optional extras selected during booking are added to the booking price.
Our Cleaning Services
What is included with Regular Cleaning?
Regular Cleaning is intended for homes that are already maintained to a reasonable standard and need routine cleaning.
Cleaning products are not included as standard. If available, products can be purchased as an extra when booking.
The service covers the tasks listed within HomeIQO’s Regular Cleaning scope and does not automatically include tasks offered separately as paid extras.
What is included with Deep Cleaning?
Deep Cleaning provides a more detailed clean than Regular Cleaning and is intended for homes requiring additional attention.
Cleaning products are not included as standard. If available, products can be purchased as an extra.
Deep Cleaning does not automatically include every specialist or optional task shown separately during booking.
What is included with Move-In & Move-Out Cleaning?
This service is designed for properties being prepared for a move into or out of the home. It provides a more comprehensive clean appropriate for an empty or substantially cleared property.
Cleaning products are included with this service.
Any optional extras remain separate unless specifically shown as included when booking.
What is included with After Building Cleaning?
After Building Cleaning is designed to deal with the dust and general residue left following building, renovation or decorating work.
Cleaning products are included with this service.
It is not a hazardous-waste, specialist restoration or construction-waste removal service. Properties with unusually heavy post-construction conditions may require further assessment rather than being treated as a standard booking.
Yes. HomeIQO can arrange cleaning for offices and other commercial premises. Because business requirements differ significantly, commercial customers should contact HomeIQO so we can discuss the premises, required tasks and cleaning schedule.
Preparing for Your Cleaner
You don’t need to clean before we arrive — that’s what you’ve booked us for. We simply ask that your home is safe, reasonably tidy and accessible so your cleaner can focus on the cleaning service you’ve selected.
Before the appointment, please clear excessive clutter and personal belongings from floors and surfaces where possible, provide safe access to the areas being cleaned, secure valuables and fragile items, and make sure the condition of the property reasonably reflects the service and property details provided when booking.
HomeIQO’s flat prices cover the defined scope of the service you booked. They do not provide unlimited cleaning, decluttering, organising or additional work outside that scope.
If the cleaner arrives and the property is substantially different from the information provided, excessively cluttered, inaccessible, unsafe, or requires a level or type of work that falls outside the service booked, HomeIQO may cancel the service rather than require the cleaner to work in unsuitable conditions. Applicable cancellation fees may still be charged.
If you’re unsure whether the condition of your property is suitable for Regular Cleaning, Deep Cleaning or another HomeIQO service, please contact us before booking and we’ll help you choose the appropriate service.
We love pets, but the safety of your pet and your cleaner comes first.
Please tell us when booking if there will be any pets at the property. Wherever possible, we ask that pets are kept away from the areas being cleaned, either in a secure separate room or with you outside the property during the service.
Dogs or other animals that may be protective, aggressive, unpredictable or likely to interfere with the cleaning must be safely secured and kept separate from the cleaner for the duration of the service.
Because HomeIQO and your assigned cleaner are not familiar with your pet, we cannot assume that an animal is safe to approach, even if they are normally friendly with you.
If a cleaner arrives and reasonably believes that an unsecured animal presents a safety risk, they will not be required to enter or continue working in that environment. The service may be cancelled and the applicable cancellation fee may still be charged.
Please also ensure that any arrangements you make prevent your pet from accidentally escaping while the cleaner enters, leaves or moves between areas of your home.
You do not necessarily need to be present, provided appropriate access has been arranged.
Any key location, access code, concierge or other entry instructions should be provided accurately through the appropriate booking instructions. Please don’t place sensitive access information somewhere publicly visible.
Please tell us about the parking arrangements at your property when making your booking.
Not every HomeIQO cleaner travels by car, so parking may not always be required. However, because the cleaner assigned to your booking may drive, it is important that we know in advance about any parking restrictions, permits, paid parking or other access conditions at your address.
Where possible, we ask customers to make suitable parking available close to the property. This could be a driveway, allocated parking space, visitor permit or another legal parking option.
If the assigned cleaner requires parking and free parking is not available, any necessary parking charges should be covered by the customer.
Please do not ask or expect a cleaner to park illegally or somewhere they consider unsafe.
If parking is necessary for the assigned cleaner to attend but no suitable arrangement is available, the service may be unable to proceed and the applicable cancellation fee may apply.
Get in touch
Have a question or need help with an existing booking? Send us a message or give us a call. For commercial cleaning enquiries, please contact our team and we will discuss your requirements.
Still have questions?
Cleaning Products & Equipment
It depends on the service you book.
Regular & Deep Cleaning: Cleaning products are not included as standard but can be added as an extra. Customers should provide suitable cleaning equipment, such as a working vacuum, mop and bucket.
Move-In/Move-Out & After Building Cleaning: Standard cleaning products are included. If suitable cleaning equipment is already available at the property, please let us know. If the property is empty or equipment will not be available, tell us when booking so we can make the appropriate arrangements.
If you would like a specific product or brand to be used, please provide it at the property and add this to your booking notes. HomeIQO cannot guarantee specific products or brands on request.
Please always tell us in advance if essential cleaning equipment will not be available at the property.
Yes. If you prefer a particular cleaning product, please have it available at the property for your cleaner to use and add the request to your booking notes.
Where HomeIQO provides cleaning products as part of your service or as a purchased extra, our cleaners use products from our trusted suppliers and we cannot guarantee specific brands or products on request.
If you have allergies, sensitivities or surfaces requiring special care, please let us know before your appointment.
Changes, Cancellations & Rescheduling
Yes. Plans can change, and you can request a different date or time subject to cleaner availability.
Changes or rescheduling made more than 48 hours before your appointment are free. Changes made less than 48 hours before your appointment are charged at 50% of the booking price, and changes made less than 2 hours before your appointment are charged at 100%.
If you’d like to change the service, property details or extras included in your booking, please contact HomeIQO as early as possible. Changes may affect the final price or cleaner availability.
You can cancel your booking at any time. Our cancellation fees depend on the notice provided:
More than 48 hours: No cancellation fee.
Less than 48 hours: 50% of the booking price.
Less than 2 hours: 100% of the booking price.
Once a booking is confirmed, a cleaner has reserved that time for your service. These fees help protect the time committed to your booking.
If exceptional circumstances arise, please contact HomeIQO as soon as possible so we can review the situation with you.
Please make sure your property is accessible, safe and reasonably prepared for the service you’ve booked.
If the cleaner cannot gain access, encounters incorrect or unavailable keys/codes, an unsecured animal presenting a safety concern, unsafe conditions, excessive clutter preventing the service, or a property significantly different from the information provided when booking, the service may be cancelled.
Where the issue is within the customer’s responsibility, the applicable late cancellation fee may still be charged.
If you’re unsure about access, parking, pets or the condition of your property, please contact HomeIQO before the appointment.
Occasionally, circumstances outside our control may affect your cleaner’s availability.
HomeIQO will contact you as soon as reasonably possible and, where possible, arrange another suitable cleaner or offer an alternative appointment.
If HomeIQO is unable to fulfil your confirmed booking and you don’t wish to reschedule, you will not be charged a cancellation or rescheduling fee.
Cleaning Quality & Problems
Contact HomeIQO first.
Please report the problem as soon as possible through HomeIQO’s official WhatsApp, email or telephone support and explain what happened. Photographs or other relevant information may be requested so we can properly review the issue.
Customers should allow HomeIQO the opportunity to investigate and determine the appropriate resolution under the applicable service terms.
For complaints, damage, missing items, payment disputes or other significant service problems, contact HomeIQO first so there is an official record of the issue and it can be handled through the appropriate process
Safety, Cleaners & Insurance
HomeIQO operates as a platform through which cleaning services can be arranged. The legal wording explaining the relationship between HomeIQO, the customer and the cleaner needs to remain consistent with the final Terms & Conditions.
Yes. Every cleaner must complete HomeIQO’s vetting process before they can accept bookings through our platform.
Our checks are designed to verify their identity, eligibility to work and suitability to provide cleaning services through HomeIQO. We also review the information and documentation required as part of our onboarding process.
Yes. HomeIQO requires cleaners to undergo a DBS check as part of our vetting process before providing services through the platform.
This forms part of our commitment to maintaining a trusted and professional network of cleaners. Please note that a DBS check provides information about an individual’s criminal record at the time of the check and should not be considered a guarantee of future conduct.
Yes. HomeIQO is insured, and cleaners providing services through our platform are required to hold appropriate insurance as part of our provider requirements.
This provides an additional layer of protection and peace of mind when booking through HomeIQO.
In the unlikely event of accidental damage, loss or another incident during a service, please contact HomeIQO first. We’ll review the circumstances and guide you through the appropriate next steps. Any insurance claim is subject to the applicable policy terms, conditions and exclusions.
Valuables, Damage & Missing Items
Before your cleaner arrives, please secure valuables, cash, jewellery, important documents, sentimental items and particularly fragile belongings in a safe place or a room that will not be cleaned.
Please also tell HomeIQO in advance about any delicate surfaces or items requiring special care.
While our cleaners are vetted and required to meet HomeIQO’s standards, safely storing valuable or irreplaceable belongings helps protect both you and your cleaner and avoids unnecessary misunderstandings.
Accidents can occasionally happen. If you discover damage that you believe occurred during your cleaning service, please contact HomeIQO first as soon as possible by WhatsApp, email or telephone.
We’ll ask you to explain what happened and may request clear photographs, proof of ownership or value, and repair or replacement estimates. Please keep the damaged item and, unless urgently necessary for safety, avoid arranging repairs or disposing of it until we’ve reviewed the matter.
HomeIQO will investigate the circumstances with the cleaner and, where appropriate, the relevant insurer. Any insurance claim or compensation is subject to the circumstances, evidence and applicable insurance terms, conditions and exclusions.
Please check your property carefully first in case the item has been moved during cleaning. If you still cannot locate it, contact HomeIQO within 24 hours of your service being completed.
We may ask for proof of ownership or value, photographs/CCTV where available, and details of when and where the item was last seen. If theft is suspected, you should also report it to the police and obtain a crime reference number.
Reports made after 24 hours may still be reviewed, but the delay may affect our ability to investigate or support an insurance claim.
Please contact HomeIQO first rather than making accusations directly to the cleaner.