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Some of our frequently asked questions

Trust and Safety

What is your refund policy?

If something is not done to your expectations, please let us know. We'll send a team out to make it right (within a 7-day window).

What is your 100% satisfaction guarantee policy?

If you're not content with your cleaning, we will come out and re-clean (within a 3 -day window).

Do the cleaning professionals go through a background check?

Yes, they do. We run a detailed background check on all applicants as the last step in our pre-screening process.

Is my billing information kept safe and secure?

We have three levels of security in place. First off our booking page is protected by extended validation SSL. Secondly, our booking form has its own layer of 256-bit security. Third, credit card transactions are processed by Stripe and are layered on their own 256-bit security protocol. In addition, no credit card numbers are stored in our system (only a token that allows us to charge the card). Rest assured we take security very seriously.

What happens if something goes wrong during my appointment?

If something goes wrong, we're here to make it right. Please let us know right away, and we'll be there to take care of it. That's our promise to you!

Can I trust my cleaning professional?

Here at Vast, we only accept the very best independent cleaning professionals to be part of our booking platform. The key to a great service is consistency, and we share our vast standard operating procedures with each one of the team, so they understand exactly how to deliver exceptional service. 96% of our existing client base have told us they would recommend us to a friend – this gives us confidence in the knowledge we must be doing something right.

Get Started

Can I request special tasks or extras?

Yes, please refer to our additional services on the booking page For more information and prices

How much will it cost?

Our residential cleaning services are priced by the hour. For all services Monday to Thursday, we charge £16.50 per hour and for all weekend services Friday to Sunday and Evenings we charge £18.50 per hour. These rates include insurance

Please refer to our website for our additional service price list

Our Commercial Services are priced per contract.

Please refer to our Airbnb management section for our 0800-concierge price list

What's included in a standard cleaning?

Please refer to the dedicated service page for prices

Manage your account

How do I pay my bill

For our contract customers, we invoice you at the end of each month for the work that has been completed, and we request payment within seven working days. We would prefer payment to be made by bank transfer or direct debit. For customers who prefer to pay by credit card, there will be an admin charge added for the service, and we reserve the right to add an administration charge for all invoices that are unpaid.

What happens if I need to cancel an appointment?

Whilst we understand that life can sometimes be unpredictable, we do have a cancellation policy in place. To not be charged we require 72 hours' notice to cancel any appointment. The reason for this is that it allows us adequate time to reallocate the team member to another location. As all our team members are self-employed cleaning professionals, we confirm payment of all duties one week before they occur.

Easy to get help

We are possibly the only contract cleaning company that is available 24/7 via our WhatsApp business service. Each customer is offered a personal WhatsApp group that links to their own contract manager.

Seamless communication

We get back to you within three working minutes as opposed to 3 working days

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