General questions
Which areas do you cover in Bristol and London?
We cover every BS postcode, Bath and most of Greater London inside the M25. Send us your postcode and we'll confirm coverage the same day.
Are your cleaners insured and DBS-checked?
Yes, every ProTouchs cleaner is DBS-checked and covered by our public liability insurance. Each one is also trained on the written checklist for the service they carry out.
What does your re-clean guarantee cover?
Our re-clean guarantee covers any area on your service checklist that isn't right, if you tell us within 48 hours. We come back and redo it free. For end of tenancy cleans, we also return if your agent or landlord flags a cleaning issue at check-out.
Can you guarantee I'll get my deposit back?
No cleaner can guarantee your deposit, because the final decision sits with your landlord or agent. What we can promise is a clean to the checklist agents use, and a free return visit if they flag anything.
Do I need to be at home during the clean?
No, you don't need to be at home during the clean. Most customers leave a key with a neighbour, use a key safe, or arrange collection from their letting agent.
How far ahead do I need to book?
Most customers book 24 to 48 hours ahead, but we keep same-day slots free every day. Call, WhatsApp or email with your property size and service, and we'll send a fixed price, usually within the hour.
Do you bring your own equipment and products?
Yes, we bring all our own equipment and products, and they're included in the price. That means professional machines plus non-caustic, low-fume products that are safe around children and pets.
Can I combine cleaning and rubbish removal?
Yes, you can combine any of our services, and it costs less when you do. You avoid a second call-out charge, and two or more services qualify for our bundle discount.
How and when do I pay?
You pay by bank transfer or card after you've signed off the job. There's no deposit for standard home bookings. Larger commercial and after builders jobs may be part-invoiced.
What is your cancellation policy?
You can cancel or reschedule free of charge up to 24 hours before your slot. Inside 24 hours, we charge 50% of the booking, because we've already held a team for you.
Pricing and payment
Is the price I see the price I pay?
Yes, once we have confirmed the property size and condition. We give you a fixed number before booking, and it does not change unless you add work on the day.
Do you take a deposit?
No deposit for standard domestic bookings. Large commercial and after-builders jobs may be part-invoiced up front.
How can I pay?
Bank transfer or card on completion, once you have signed off the job.
What is your cancellation policy?
Free up to 24 hours before your slot. Inside 24 hours we charge 50% of the booking to cover the held team time.
Do you price-match?
Send us a written like-for-like quote and we will either match it or explain honestly what is missing from it, usually the oven, the VAT position, or a guarantee.
Why are your prices shown as bands?
Because a three-bed flat cleaned monthly and a three-bed flat after two years of neglect are different jobs. The band is honest, and the confirmed quote is fixed.
Are there extra charges for evenings or weekends?
Not for standard bookings. Only genuine same-day and out-of-hours emergency work carries the surcharges listed on the Emergency page.
Is VAT included?
All prices shown include any VAT applicable to your booking. Your invoice states the position clearly.
Bristol and London specifics
Do you charge extra for parking in Bristol?
No. Where a resident-permit zone or paid bay is unavoidable (Clifton, Redland, Kingsdown) we tell you the exact charge in the quote, before you book.
Which Bristol postcodes do you cover?
All BS postcodes plus Bath (BA1/BA2). If you are outside that, send your postcode and we will confirm the same day.
How quickly can you get to me in Bristol?
Most Bristol jobs can be booked within 24 to 48 hours, and we hold same-day capacity for emergency call-outs.
Do you work with Bristol letting agents?
Yes. We clean to agency inventories and invoice agents directly, with a re-clean guarantee if the check-out inspection flags anything.
Are congestion charge and ULEZ included?
Yes. If your address falls inside the congestion or ULEZ zone, the charge is shown as a line in your quote, never added afterwards.
Which London areas do you cover?
Most of Greater London inside the M25. Send your postcode and we will confirm coverage and a price the same day.
What if there is no parking or loading access?
Tell us at quote stage. We can work from a loading bay, use a permit you arrange, or schedule outside restricted hours at no extra cost.
Can you clean a flat with lift-only access on a high floor?
Yes, including rubbish removal, though heavy waste from upper floors with lift-only access carries a small handling surcharge quoted upfront.
Questions about a specific service
Each service page carries eight of its own answers, written as the objections customers actually raise.
Still not answered?
Message us on WhatsApp and ask. We would rather talk you out of the wrong service than take a booking that disappoints you.