Frequently asked questions

No. Our cleaners bring professional products and equipment for every service. If you would like us to use your own products, just add a note when you book.

You can pay securely by card when you book, or pay on the day. We will send a receipt by email either way, and every invoice is available in your account.

Yes. Changes and cancellations are free with more than 48 hours’ notice. Inside 48 hours a charge may apply, as set out in our terms.

Every cleaner is interviewed, ID-checked and right-to-work checked before their first job. Many also hold a DBS certificate.

Tell us within 72 hours and we will send someone back to re-clean the areas concerned, free of charge.

We cover all 32 London boroughs and the City of London. Enter your postcode when booking, or browse our areas page.

Choose your service on our booking page, enter your property size or the hours you need, add any extras and pick a date and time. It takes about two minutes, and you see the full fixed price before you confirm. We usually have next-day slots seven days a week, subject to availability. For end of tenancy cleans near the end of the month, when many tenancies finish, booking ahead gives you the widest choice of times.

Yes. Once your clean is complete, a receipt is emailed to you and saved in your online account, where you can download it whenever you need it. This is useful if your tenancy agreement asks for proof of professional cleaning, or if you are a landlord keeping records for a property. If you need different details on your paperwork, such as a company name, add a note when you book or message our team.

Contact us as early as possible, through your online account or by email at info@cosymaids.com. The more notice you give, the easier it is to move your clean to a time that suits you. Moving dates often change, especially at the end of a tenancy, so we will always try to help you find a new slot. Any charges for late changes or cancellations are set out in our terms, so please check them when you book.

No. Many customers let us in and then head to work or carry on with their move. You can meet the cleaner at the door, leave keys with a concierge or neighbour, or use a key safe. For end of tenancy cleans, we can collect keys from your letting agent for £20. Add clear access instructions when you book, including entry codes, alarm details and where to return the keys.

Of course. Just tell us about your pets when you book, so we can let your cleaner know before they arrive. Some pets are happiest in another room or out with you while cleaning is under way, especially during carpet or upholstery cleaning, when surfaces need time to dry. If pet hair has worked its way into sofas or carpets, you can add our carpet or upholstery cleaning to the same booking.

If there is free parking at or near your property, there is nothing to arrange. In many areas parking is restricted, so if a permit is needed please arrange a visitor permit or a space for the day, or tell us in your booking notes what is available. Our cleaners bring their own equipment, so a space close to the entrance helps the clean start on time. Please mention any building rules about lifts or access too.

Our cleaners bring professional products and equipment, and choose the right product for each surface rather than one spray for everything. That matters on natural stone, wood, stainless steel and specialist finishes, so tell us about anything delicate when you book. If you would like particular products used, or need us to avoid something because someone at home is sensitive to it, add a note and leave the products out for your cleaner.

Yes. Every cleaner working under the Cosy Maids name is insured while they work in your home. If something is damaged during a clean, tell us as soon as you notice, with photos if you can, and our team will look into it with you in line with our terms. Cleaners are also vetted before their first job, with ID, right-to-work, reference and background checks, so you know who is coming into your home.

If anything on the checklist for your service was missed, report it within 72 hours of the clean, ideally with photos, through your account or by email. We will arrange for a cleaner to come back and re-clean those areas free of charge. For end of tenancy cleans, this covers points raised by your letting agent or inventory clerk that are on our checklist. Damage and general wear and tear are not something a re-clean can fix.

The app and online account let you see upcoming and past bookings, pay, download receipts, message our team and book again in one tap. If you have a regular clean, your notes and checklist are kept, so you do not need to explain your preferences every time. You can download the app from our app page, or log in through the website with the same account if you prefer to use your browser.

Our head office team covers all 32 London boroughs, the City of London and Watford and south-west Hertfordshire. Beyond that, Cosy Maids is growing across the UK through independently owned franchises, each running its own local territory with the same booking system, checklists and standards. Enter your postcode when booking to see whether your area is covered. If you are interested in running a franchise yourself, visit our franchise page.

We are sorry if something has not gone right. Contact us through your online account, by email at info@cosymaids.com or through our contact page, with your booking details and photos if relevant. Our team will look into it, speak to the cleaner involved and come back to you. If something on the checklist was missed, we will arrange a free re-clean under our 72-hour promise. For anything else, we will explain clearly what we can do.

We clean to the standard letting agents check and re-clean anything they flag within 72 hours. Deposit decisions also depend on damage and the inventory, which are outside our control.

Yes, wherever possible we send the same cleaner each visit. If they are away we will let you know who is covering.

Usually 3 to 6 hours, depending on the carpet and ventilation. Opening windows and keeping heating on speeds it up.

Yes. Most commercial cleaning happens early morning, evenings or weekends, and we can hold keys and alarm codes securely.