FAQ

1. How do you charge for each service?

Our pricing is fixed per job — not hourly. That means you’ll always know the full cost before booking, with no surprises.

Rates vary by property size and service type (office, Airbnb, or end-of-tenancy).

Payments can be made by bank transfer or cash, and we occasionally offer cash-based discounts. Every quote is  confirmed in writing before work begins.

2. How do you handle keys and security?

For clients’ peace of mind, every employee is insured and follows a strict key-handling procedure that consist in keeping the keys in agreed location and record every time that's used and placed.

This ensures full accountability and zero confusion. 

3. Do you offer same-day cleaning?

Not usually. We book at least 24–48 hours in advance to guarantee quality and coordination.

Emergency bookings may be accepted depending on staff availability and location.

4. Are you insured?

Yes — we carry liability insurance for property and client protection.

Until full policy activation, only verified, experienced freelancers work under Lumineux Crew, with transparent records for e

5. How do you vet the cleaners?

We first carry out an interview. If the applicant seems suitable, we taking proof of ID and address along with references before joining the team. We then monitor every cleaner thoroughly for the whole time they are with us.

6. How do you track jobs and client satisfaction?

Each job is logged with time, date, cleaner name, and status.

Clients receive a quick message or email confirmation once the job is done, sometimes with before-and-after photos (for Airbnb or end-of-tenancy).

Feedback is always welcome — it helps us keep our standards high.

7. What is your photo policy?

Photos are taken strictly for service tracking and quality assurance. Our cleaners capture images before and after each job to confirm completion standards, record property condition, and handle any disputes efficiently. With your permission, some non-identifiable photos (for example, a sparkling office desk or spotless kitchen) may be used for marketing purposes to showcase our work.

We never share private or personal details, and all images are handled securely and respectfully.

8. What sort of contract am I tied in to?

The contracts are usually minimum one year long and automatically renews every year unless you let us know 30 days before the renewal. 

We don't believe in long and complicated contracts and do believe in being fair. If you do ever need to cancel, we will need at least 30 days notice and you will be offer alternative options. 

9. Do I have to supply cleaning products & equipment?

Yes, our cleaners do not carry their own cleaning products or equipment. However, if you request this when you book your cleaning service it can be arranged. 

10. Can I change my cleaner if I am not happy?

Yes, of course, we'd be happy to assign you someone different if you are unhappy for any reason. 

11. What happens if something is broken?

No matter how careful our cleaners are, breakages are always a possibility. To avoid this situation please do not leave breakable items in a position where they could be damaged by mistake, especially if the items in question are worth a lot of money or mean a lot to you. If it happens let us know and we'll take care of it as we are insured.

12. What if I need to cancel? 

If you need to cancel your booking for any reason, the more notice you give then better. If our customers don’t give 24 hours notice then it’s not refundable. If it’s a one off clean (any service) and they give more than 24 hours notice it’s 30% deduction.

13. What information do I need to provide? 

Before making a booking we will need to know some information regarding your property/office. This usually consists of the size of the property and how many rooms it has. We will also need basic contact information such as name, email and a contact number.

Our quote form requests a lot of the information you will need to provide. However, if there is additional information you would like to provide, there is a section for that also.