Our trading terms

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Service specification, booking procedures and permanent cleaning professionals selection ;

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When you call us for a quote  we will request  the following information:

- the size of your property

- its location

- cleaning instructions

- preferred day/s of the week and any other relevant information.

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OlenaCleaning Ltd offers:

• An initial house visit free of charge, we meet you to discuss details and give our recommendations; Alternatively, we can make arrangements over the phone. All  your instructions – we follow them!

• Once we have agreed the details and you have signed the contract we will send a cleaner.

• If you are not happy with certain aspects of the service we will immediately rectify the situation. In the unlikely event that you do not approve of the cleaner working for you, we will provide a replacement. The cleaning operative working for you will always be the same unless there are circumstances beyond our control. She will follow set working days and hours.

The minimum cleaning session is normally three hours. This ensures that the job is well done and avoids long travel time for short sessions. Should you request a shorter time we are happy to discuss this with you.

Our role and commitment

OlenaCleaning acts as an intermediary between the self-employed cleaners  and the client. We assist the protentional employees  with finding a job, coaching, supervision and on-the-job support (they can call our office at any time). We also keep in touch with you to ensure that you are satisfied with the service provided. You can call us at any time with special requests or concerns. We are committed to a high quality of service and guarantee 100% commitment.

Service organisation: supervision, quality control, operational guidelines

All of our professionals  follow operational guidelines and standards based on our company policies for health and safety, security and quality of service.

There is a written set of procedures for the cleaners to follow .  We pay special attention to confidentiality, house security, personal safety, punctuality, operating special equipment and materials, cleaning of special surfaces. We meet our employees in our office or at their work place on a monthly basis and they can call us at any time. We also seek feedback from clients in order to maintain a high quality.

We can also organise the purchase and delivery of cleaning materials to your specifications.
 

Our policies

Cancellation, replacement, cover for holidays and illness

OlenaCleaning will provide a replacement for holidays and sickness. If you want to cancel a service session we ask for a one-week notification (unless there are circumstances beyond your control). If you want to cancel our service, we ask for two weeks notice. We have a contractual agreement with the cleaner  to ensure that she works for you only under our management.

Insurance and safety

We ensure that our cleaners  work carefully and take 100% care of your home. We recognise, however, that accidents do happen and therefore our maids are obliged to have public liability insurance which covers loss of or damage to goods or property and bodily injury. In the event of an accident, the maid contacts our office immediately so that we can visit in order to assess the situation and report comprehensively to you. Please ask us for details if required.

Payment policy

We act as an intermediary between the client and the employee.  We receive payment from the client, including our management fee, and we pay to the  cleaning operative.

Payment options are detailed in our contract.

We prefer monthly or weekly direct debit, but in certain circumstances we accept cheque, cash or credit/debit card payments. We can be flexible should there be special circumstances.

All of our trained professionals are self-employed. The agreed hourly rate charge includes everything, apart from any requirements for us to purchase cleaning materials on your behalf.

Housekeeping and household management services

We can provide experienced housekeepers to work on a wide range of tasks for an extended number of days and hours. Housekeepers can assist in general domestic duties (laundry, ironing, etc.)