General FAQs

How do I book?

Use the form on the homepage on enter and follow the simple online booking process which only takes a minute. You can pick the type of clean, time and date that works best for you. You can also phone or email us at any time.

How long in advance I need to book the service?

Usually we are able to provide cleaners on the next day, especially if you can contact us before 2pm. We recommend an advance booking so that you can have the pick of appointment dates and times.

Are there a minimum number of hours I have to book?

Yes, the minimum duration is 2 hours per visit for regular cleaning services and 3 hours for fortnightly and one-off jobs.

What if I have pets? Will they have to be secured whilst cleaning takes place?

No, they can be allowed their normal access as long as you let us know on the time of your booking and we will find you a cleaner that is happy to work around pets.

How can I cancel my booking?

Last minute cancellations and reschedules impact on the cleaners daily schedule and earnings so If you do need to cancel or reschedule your booking (these situations pop up for all of us at one time or another!), please do so at least 24 hours in advance of your booking taking place. This gives your cleaner the best chance of finding another booking. Failure to let us know of a cancellation or change in booking with at least 24 hours notice will result in a cancellation fee.

Are you insured?

As well as following all health and safety regulations and guidelines we have Public Liability insurance, which covers damages up to £1,000,000. We have added extra protection in the form of Treatment Risk and Fidelity Cover.

Do you clean in my area?

We cover all London areas and postcodes

Do you guarantee your services?

All our cleaning services are backed by an iron-clad 100% satisfaction guarantee. We guarantee you a satisfactory result or we will re-clean the disputed areas free of charge.

What are your working hours?

Our cleaners work between 8am and 7pm, seven days per week. We do have cleaners that are happy to work out of these hours, so please contact us if you have different time preferences.

To make a booking or for any other enquires our office hours are 6am to 9pm,seven days per week. For all out of hours enquires please contact the mobile number provided on the contact us page on

Do you work on Public and Bank holidays?

Yes we do work on Public and Bank holidays. Unlike other companies usually we do not charge more if the service date is a Public/Bank holiday.

FAQs for residential customers

Who provides the cleaning materials and equipment?

For our regular cleaning services we have found that the most economical and hygienic approach is to use your cleaning materials, of course your cleaner can also bring their own cleaning supplies with them for a small charge.

We provide all cleaning materials and equipment for our end of tenancy/steam and after builders cleaning.

Do I get the same cleaner for each clean?

Everyone likes routine and consistency and so do we. For all regular cleans, we try and connect you with a cleaner that will look after your home on every visit. We will not replace your cleaner unless you request the change yourself or she is unable to perform the cleaning.

Can I meet the cleaner first?

Yes, it is always a good idea to meet the cleaner and we advise all our regular domestic customers to do so. At the time of your booking Onyx Cleaning Services ltd will try to arrange a briefing meeting with the cleaner/s at your premises, where you will get the chance to meet them and discuss any specific tasks or requests.

Should I be present during my cleaning appointment?

It is totally up to you if you want to be in during your appointment. All our cleaners are fully vetted and professionally trained so you can leave them to carry out the cleaning in their own.

We would recommend all our one-off customers to be present at the end of the cleaning so they can check the work straight away .

Can I give my cleaner a set of keys?

Most of our regular customers choose to leave their keys with their cleaners once they have met them.

What happens if my cleaner loses the keys?

First we can assure you that your address is never kept with the keys. If our cleaner loses the key(s) we will give you a ring as soon as we find out and we will ask you to change the locks. Keep the receipt and send it to us – we will pay you straight away in cash, cheque or bank transfer the amount you have paid.

What if my cleaner is late or doesn’t show up?

We carefully match you with a local cleaner, to insure she does not lose too much time in travel and reduce the chances of being late. If on the very rare occasion your cleaner is running late, please allow up to the 10 -15 minutes for them to arrive, before you contact us. If your cleaner doesn’t arrive within 30 minutes of your booking start time then please contact us and we will be able to assist you and you may be entitled to a compensation.

What happens if we are not happy with the cleaner?

We are here for you in any situation! If you think that the cleaner doesn’t meet your expectation please contact us and we will replace the cleaner if needed.

What happens if I move house?

We will transfer your account to your new address in London.