GETTING STARTED

 

How do I create MyHomeLovely Account?

 

Click on the “Login” menu at the top left of the screen and follow the instructions via the “Sign Up” button.

 

Do you service my area?

We service:

  • Wimbledon
  • Raynes Park
  • New Malden
  • Norbiton
  • Coombe Hill
  • Kingston Upon Thames
  • Surbiton
  • Hinchley Wood
  • Esher
  • Hampton Wick
  • Richmond

…and are expanding!  If where you live isn’t on the list then please get in touch at [email protected] and we will try to help.

 

What is included in a standard, deep or move in/move out clean?

Our cleans are illustrated on our Services page which can be accessed here.

Please note: To protect the safety of our professionals, we cannot perform the following: cleaning that requires climbing on ladders, exterior windows, mould removal, deep stain removal, insect and pest removal, cleaning pet mess and handling items that require heavy lifting.

 

How much will it cost?

The prices are presented at the bottom on the right-hand side of your Bookings form.  As you add or remove a service, it will automatically update for you.

Discounts are given with recurring bookings.  For the discount to apply, a minimum of 4 appointments must be kept.  If fewer appointments are kept, the discount will be back-charged.

 

Do you bring your own cleaning supplies, products and equipment?

Yes, we can do that, all our cleaners bring their own cleaning supplies, products and equipment.  However, we do ask that if you have a specialist product that you want your cleaner to use, you leave this out with instructions ready for their service. Per request we can also use your products.

 

Can I request special tasks or extras?

Yes.  If you haven’t made a booking yet, go to the Bookings page and add the extras here.  If you want to add an extra to an already booked cleaning, send us an email and we’ll process that for you.

 

 

MANAGE YOUR ACCOUNT

 

How do I login to my account?

Simply click on the “Login” menu at the top right-hand side of the screen and follow the instructions.

 

How do I change my password?

Login to your account using the login section of the website.  Click on your name at the top right for a drop-down menu, choose “Change Password” and make your changes here.

 

How do I change my address?

Login to your account using the login section of the website.  Click on your name at the top right for a drop-down menu and make the changes here.  Otherwise just email us and we’ll make the changes for you.

 

How do I change my credit card?

Login to your account using the login section of the website.  Click on your name at the top right for a drop-down menu, click on “My Account” and make the changes here.

 

How do I book my first appointment?

Go to the Bookings page and follow the 5 step instructions to complete your booking.

 

 

PRICING & POLICIES

 

What is your 100% satisfaction guarantee policy?

If you’re not satisfied, we’re not satisfied.  If for any reason you’re not happy with your service please let us know within 24 hours for recurring service and 72 hours for End of Tenancy cleaning and we’ll come back to re-clean any spots we may have missed.  No questions asked. But we must be allowed the opportunity to come back and clean again (free of charge).  This is to guarantee that with MyHomeLovely, you will get the cleaning that you and your home deserve.

 

What is your refund policy?

We highly value your satisfaction with our services.  Therefore, we only charge your account after your cleaning appointment.  This gives you the chance to reach out to us in case you were not satisfied, and if this is the case and you let us know within appropriate times since the appointment, we will send a cleaner back to put it right for free.  If you are still not happy then we can offer a refund for your clean. Please read all the terms about our Guarantee policy here.

 

Can I apply a voucher to an existing appointment?

You can apply a voucher for a future appointment by logging into your account and clicking your name in the top right-hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You cannot apply your voucher to past appointments that are already completed.

 

TRUST & SAFETY

 

Can I trust my cleaning professional?

Yes.  All our cleaners have undergone background checks and have had face-to-face interviews.  We only choose the most experienced and best cleaners in the area.  We can provide you with a short biography of the cleaner we are going to send you, before the clean. MyHomeLovely is insured in case any damage occurs on the job, please make sure to notify us via email within 24 hours about any damage.

 

What happens if something goes wrong during my appointment?

MyHomeLovely is insured up to £2,000,000 so we can assure you that if our cleaners do mess up (this has never happened before) then we will completely refund your clean and handle the process with your help and input.

 

Is my billing information kept safe and secure?

Yes it is, our payment technology is provided by Stripe.  Their SSL encrypted, PCL compliant system is completely secure and trusted by companies worldwide.  You can read more about them on stripe.com.