Frequently Asked Questions
Can I book a first clean without committing to regular cleaning?
Yes. We offer an initial cleaning session so you can experience our reliable, professional cleaning service with no obligation to continue. The standard hourly rate applies.
Please note that regular domestic cleaning and one-off cleans are priced differently, as they involve different expectations and scopes of work.
Is there a minimum number of hours per clean?
Yes. We require a minimum booking of two hours per visit for both domestic and commercial cleaning services.
Are cleaning products and cloths included?
Our standard service is carried out using the homeowner’s preferred products and cloths.
If you would prefer us to supply products, please let us know at the time of booking and we can arrange this for a small additional cost.
To help our team deliver the best results, we recommend having the following available:
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Multi-surface spray
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Bathroom cleaner / limescale remover
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Kitchen degreaser
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Glass / mirror cleaner
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Floor cleaner suitable for your floor type
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Toilet cleaner
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Disinfectant
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Microfibre cloths
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Sponges or non-scratch scourers
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Mop and bucket (or suitable floor cleaning system)
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Vacuum cleaner
Please ensure any specialist surfaces (such as marble, natural stone, hardwood or delicate finishes) have appropriate cleaning products available, as we can only use products suitable for the material.
Do you provide cleaning equipment?
To reduce the transfer of allergens between homes, we recommend using the homeowner’s vacuum and steamer.
In some cases, a vacuum or mop can be provided — please inform your Area Manager in advance, as not all cleaners carry equipment.
Do I need to sign a contract?
No. We don’t believe in locking clients into long-term contracts.
We have a simple service agreement that outlines expectations, but you’re free to pause or stop the service with 2–4 weeks’ notice.
Our philosophy is simple: if we deliver a great service, people choose to stay.
What happens if I need to cancel a clean?
We ask for 72 hours’ notice for cancellations. This allows us to offer the slot to another client.
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Cancellations within 72 hours incur a 50% charge
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Cancellations made earlier than this are not charged
This charge compensates the cleaner for lost earnings.
What are the benefits of using Cinders Cleaners instead of hiring privately?
Using Cinders Cleaners gives you peace of mind.
All cleaners are fully vetted, including photo ID, proof of address, and verified references. We also hold Public Liability and Employers’ Liability Insurance, ensuring both your home and the cleaner are protected.
You’ll also benefit from ongoing customer support and service management, something that isn’t available when hiring privately.
How do I pay for cleaning services?
Payment is made by invoice after the clean has been completed via a payment link using Square
We only charge once the service has taken place, ensuring quality and client satisfaction every time.
Do I need to be home during the clean?
No. Many clients provide access while they’re out, but we’re happy to work around your preference.
Is Cinders Cleaners insured?
Yes. Both your home and the cleaner are fully insured for the duration of your booking.
If you request any additional services, please confirm coverage with your Area Manager beforehand.
What areas do you cover?
We support homes across Staines, Egham, Ashford, Sunbury, Shepperton, Laleham and Englefield Green and Surrey
Do you offer commercial or office cleaning?
Yes — our sister company, Office Cleans, provides professional commercial and office cleaning across Staines, Egham, Ashford, Sunbury, Shepperton and surrounding Surrey areas. If you need workplace cleaning, we’ll happily connect you with the right team or visit www.office-cleans.co.uk
Still have questions?
If you can’t find the answer you’re looking for, use our Check Availability form or contact us 07932 079148 we’re happy to help.
The story behind Cinders Cleaners
If you’ve ever felt overwhelmed trying to juggle work, family and home, you might recognise yourself in my story. I was struggling to find a reliable, affordable cleaner at a very demanding stage of my life. At the time, I was returning to work after maternity leave, juggling a senior HR role with raising my two young boys. Like many working parents, I needed just a couple of hours of dependable help each week to keep our home feeling calm and manageable. What I found instead was frustrating. Independent cleaners would often cancel last minute or not turn up at all, while larger companies tied clients into long contracts, charged admin fees, and made it difficult (and expensive) to leave — even when the service wasn’t reliable. What was meant to make life easier only added more stress. Rather than give up, I decided to do something about it. Using my HR background, I set out to create a cleaning company that kept things simple and fair — for both clients and cleaners. A service without long-term contracts, where cleaners are treated well and paid fairly, and where clients can rely on consistent, professional help without pressure or hidden conditions. That’s how Cinders Cleaners was born. Today, we support families, professionals, and seniors who want reliable, trustworthy cleaning support and a home that feels like a place of calm again. This is my modern-day Cinderella story — and I’m proud of the community we’ve built around it. If you’d like to see more of the people behind Cinders Cleaners and the day-to-day side of our business, we share a more personal glimpse of our journey on our Facebook page. Melissa Osborn Founder, Cinders Cleaners