FAQ

Go to home page and enter the post code of the property that you want shining with cleanliness. Follow the steps through the four stages to complete the order.

By completing your first order you will create your personal account.

After you enter the post code of your home or office, the platform will direct you to the page where you can personalize your order. This page is our biggest pride, because it saves both your time and ours, as well as the resources to organize and perform a precursory visit and prepare a price offer, suitable for your needs. All this is taken care of with the personalized checklist, which you will fill in within seconds.

The personalized checklist includes what property you want us to clean (apartment or office), how many and which rooms, extra services, total cleaning area and whether you have pets (cats or dogs).

Enter information about how we access and leave the property. In case you want to add something, you can put it down in the same field. On the right side of the page you can see in real time the cost of the service and the time to carry it out.

You can pay through the website by debit/credit card.

Your username is the email address you used when completing your first order. If you have forgotten your password, click the FORGOTTEN PASSWORD button on the login page and follow the instructions, checking the INBOX and SPAM folder beforehand.

After you complete your order, you will receive a confirmation email. If you don’t see it in your Inbox, check the Spam holder. Sometimes the confirmation process can be slowed down due to technical reasons, so have patience. However if you don’t receive confirmation within two hours, please contact us at +359 884 026 061 or at contact@cleanlabs.bg!

You are requested to be present during the first visit to show us your home and to tell us what your specific needs and priorities are. You have to provide access for your housemaid and a way for her to secure your home or office after she’s done with the cleaning. Please note that we do not take responsibility for receiving and returning the keys of the property.

We know from personal experience how difficult it is to let a stranger into your home. That is why each job applicant at Clean Labs undergoes a personality assessment and a thorough check of professional history.

Put away all laptops, mobile phones, tablets and the likes. Lock your pet up in a safe place, while we clean, and muzzle it if it doesn’t like strangers. Leave clean folded sheets on each bed, if you want us to change them. That way we can work efficiently and provide the best possible quality of our service.

Our housemaids provide services related to housekeeping, home and office care. They can do the laundry, change the bed sheets, help you arrange your wardrobe, shop, receive a delivery and take the garbage out, when they are leaving. But no matter how skillful they are, they don’t clean cages, aquariums, terrariums and the likes.

These are services, which you can request while personalizing your order. They are paid separately. Extra services, requested with the first order, are performed at the first visit. You can always add extra services to the upcoming visit through your personal account. The extra services that we offer are:

  • Ironing – the housemaid will iron with your iron the items, prepared in advance – shirts, trousers, bed sheets and other type of textile. The technical time for performing the service should not exceed one hour.
  • Oven cleaning – we’ll make your oven shine. You just need to prepare the necessary detergents for us.
  • Interior window cleaning – the housemaid will clean the inside of the windows without taking the risk of falling down by showing herself outside of the windows.

If this happens, please wait for 30 minutes. The housemaid may be late for reasons beyond her control, such as extremely heavy traffic, public transport strike, severe road accident, lack of parking space, ongoing street repairs and others. If after half an hour she still hasn’t arrived, contact us at +359 884 026 061, so we can decide together how to proceed. In case the housemaid is late, you have the right to ask her to stay longer to work out the time she was late.

Change/cancellation of a One-time visit is not possible.

 

Cancellation of date in subscription cleaning:

  • Weekly – the client can cancel an upcoming visit only after 4 visits have been made. Up to 2 cancellations can be accumulated. Cancellation is possible only if there are more than 7 (seven) days before the date of the visit.
  • Fortnightly – the client can cancel an upcoming visit only after 4 visits have been made. No cancellations can be accumulated. Cancellation is possible only if there are more than 7 (seven) days before the date of the visit.
  • Monthly – the client can cancel an upcoming visit only after 4 visits have been made. No cancellations can be accumulated. Cancellation is possible only if there are more than 7 (seven) days before the date of the visit.

 

Change of date in subscription cleaning:

In all subscription plans the client is entitled to 1 (one) free change for every date. The client can change the date of an upcoming visit, only if there are less than 7 (seven) days until the date of the visit. If the client has used up his/her right to a free change, a fee of 20 lv is applicable. Change within 48 hours of the visit is not possible.

If you are not satisfied with the service provided, a problem occurred or something against your expectations happened, contact us within 24 hours. We’ll send to you a feedback form and we’ll ask you to fill it in objectively so we can find the best solution. If you have questions, read carefully the Terms and Conditions for using the platform, which you agree upon during registration.

To further guarantee your safety and peace of mind, our service has professional insurance in case of damage. To make a claim, enclose a photo of the damaged items, а receipt, a purchase invoice, protocols, certificates or other documents, proving the non-compliance of the service with the contract, or other documents sustaining the claim by reason and size. By accepting the terms of our home and office care contract, you are obliged to safely store all items of intellectual or technological value – personal computers, mobile phones, tablets, other easily portable and expensive items or devices.

For best results we recommend that you provide:

  • A vacuum cleaner, an iron and an ironing board;
  • 4 cloths – sponges for wiping, cleaning kitchen sink and absorbing moisture;
  • A mop for cleaning the floor;
  • A pair of silicone gloves;
  • A bottle of bleach;
  • An anti-static dust brush;
  • Detergents for the surfaces you want cleaned – detergents for floor, bathroom, dishes, etc.

Our subscription plans are designed for periodic home and office care. You can choose one of three options:

Weekly – it is through regular visits that we reveal our full potential. The actual result of our weekly service will make you smile – you’ll like it, technically and emotionally. When you come back home, everything will be in its place, as if you have arranged it yourself. Personalize the service now!

Fortnightly – if you travel often or you just keep your home clean for a longer time, then this service is for you. Fortnight cleaning is for customers who live alone or for small offices. Also for those who have no children or pets and are out through most of the day.

Monthly – if you need periodic cleaning, this service is suitable for you. It's never too late to start planning the perfect home. We save your time and provide tranquility so that you can focus on the important things. Let Clean Labs do it for you.

In addition we offer One Time visit as well – the service is suitable for seasonal cleaning or after an event at home, such as a birthday party or another celebration. You can make use of this service, if you have unforeseen circumstances requiring assistance at home or in the office. Or maybe just to try the quality of our service.