Home Concierge Help & FAQs

Trust & Safety

What is your 100% satisfaction guarantee policy?

If you are unhappy with ANY part of your cleaning for absolutely any reason we will re-clean those areas, 100% free of charge and if after that you’re still not satisfied we will give you a full, no-questions-asked, on-the-spot 100% refund.

 

Please note that no refund will be offered if a re-clean is denied.

Are you and your cleaners fully insured?

Absolutely! This means that you are 100% covered in case any of our cleaners have an accident in your home. It also means that in the rare case that something were to be damaged, you would be fully compensated. Thankfully, both of these are incredibly rare occurrences.

Can I leave my keys with my cleaner?

Yes, this is the easiest option for regular cleanings. It gives you much more freedom and as all of our cleaners are fully vetted and insured, you should have no worries about leaving your key to them.

Do you treat your cleaners well?

Cleaning is a tough job. There’s a reason why some magazines recommend it as a great form of exercise! We also know that without our cleaners we’d be nothing. They’re the face of our company, so we treat them with the respect they deserve and reward them with great wages. This is what allows us to attract the very best cleaners for you.

Can you provide the same cleaners each time?

We always make sure that the same teams go out to the same houses. This allows you to be comfortable knowing exactly who’s in your home.

Can you replace my cleaners if they go on holidays?

If your regular cleaner goes on holidays or gets sick, then we will try our very best to provide a replacement cleaner. You will of course be notified of this change beforehand.

How do I know your cleaners are trustworthy?

To become a trusted Home Concierge cleaner you first have to pass our rigorous testing. Firstly, all cleaners are interviewed in their own homes. Then they’re thoroughly reference checked. After that, their cleaning ability and knowledge is put to the test. They will be sent in to clean another member of staff’s home (with their permission of course!). They’ll then be scored in different areas including attention to detail and efficiency. If they pass all of that they are hired on a trial basis where their progress is monitored and after their trial is up they can officially join the team here at Home Concierge. This is exactly how we’re able to guarantee you such high quality cleanings each and every time.

Booking & Payment

How do I book a cleaning?

Booking your cleaning is simple. Go to our encrypted booking page and choose the date and time you’d like us to clean your home. It only takes 60 seconds and you’ll receive your confirmation by email within 15 minutes.

I don’t want to book online, what do I do?

That’s okay. We have plenty of other ways for you to book! You can book over the phone by calling us on 1800 911 096 at any time between 8:00AM-8:00PM, any day of the week (yes even weekends!) If you can’t call us for whatever reason then you can send an email to [email protected] and either request a callback or make a booking. Lastly you can talk with us on our website’s live chat function. Click that “Home Concierge Live Chat” bubble in the bottom right of your screen to be connected with one of our team and they’ll help you out.

Do I have to pay by card?

We only accept payment by credit or debit card because it’s safer and more convenient for our clients and our cleaners.

 

But please rest assured that your information is 100% secured by 256-bit SSL encryption from Stripe, one of the leading online payment processors.

 

You will only be billed AFTER you are happy with your cleaning and you are fully covered by our guarantee:

 

“If you are unhappy with ANY part of your cleaning for absolutely any reason we will re-clean those areas, 100% free of charge and if after that you’re still not satisfied we will give you a full, no-questions-asked, on-the-spot 100% refund.”

 

Please note that no refund will be offered if a re-clean is denied.

 

Your receipt will be automatically emailed to you after your cleaning.

How do I change/cancel my booking?

You can login to your account here and cancel your booking yourself.

 

To amend a booking you will need to call us on 1800 911 096, email us at [email protected] or chat with us on our live chat function, which can be accessed by clicking the bubble in the lower right of your screen.

How much notice do I need to give?

Ideally, you’d book your cleaning as far in advance as possible so that you can secure your preferred time slot. However we’re sometimes able to facilitate last minute bookings. Please get in touch on 1800 911 096 to check our availability.

How do I use a voucher or discount code?

To use your voucher or discount code just enter the code on the discount code box on our online booking page.

When will you charge my card?

We will only ever charge your card AFTER you are happy with your cleaning.

Are my card details and personal information safe?

Yes, very safe. We use the same levels of encryption as online banks. We use Stripe (stripe.com) to process our card payments. Their platform is fully SSL encrypted and they’re trusted to handle sensitive transactions by many major companies all around the world. Stripe was actually started originally by 2 Irish guys. Its valuation is now into the billions.

Why should I book with Home Concierge?

Home Concierge is the highest rated cleaning company in Dublin. Quite simply, so far nobody has been able to match our cleaning quality or our level of customer care. We take the hassle out of keeping your home clean. Why waste your precious time slaving away when we can take care of it for you. We offer a streamlined online booking system that takes only 60 seconds to schedule a cleaning. We have unrivaled communication via phone, email or live chat. Finally, our flat-rate pricing and thorough cleaning checklists mean you know exactly what you are getting and that we will stay until the job is done!

What do Home Concierge pride themselves on?

Easily Contactable – We give you four different ways to quickly get in contact.

 

Good Communication – If we’re going to be late, for any reason, we will contact you to let you know, as soon as we realise and we’ll give you an accurate new time of our arrival.

 

Honesty – If we break or damage something in your home we’ll do everything in our power to make it right even if that means a full refund or giving you our insurance details. And you can be sure we will stay in constant contact until the issue is resolved.

Services & Pricing

Cancellations/Rescheduling

We must have a cancellation/rescheduling fee because as we reserve a time slot specifically for you, we are unable to schedule another job in that place at such short notice. Also our cleaners must still be paid even if you cancel your cleaning. We appreciate your understanding on this.

 

Cancellations/Rescheduling For Regular Cleanings
If you cancel/reschedule within 48 hours of our scheduled arrival time you will be charged a €50 cancellation fee.

 

If you cancel/reschedule a cleaning within 2 hours of our scheduled arrival time you will be billed for the full value of your cleaning.

 

Cancellations/Rescheduling For Once Off Cleanings
If you cancel/reschedule within 48 hours of our scheduled arrival time you will be charged a €50 cancellation fee.

 

If you cancel/reschedule within 24 hours of our scheduled arrival time you will be charged a €100 cancellation fee.

 

If you cancel/reschedule a cleaning within 2 hours of our scheduled arrival time you will be billed for the full value of your cleaning. (If you have booked a cleaning on one of our hourly rates you will be billed a flat fee of €150 instead.)

How much will my cleaning cost?

To price your regular cleaning click here.

To price your once-off cleaning click here.

What types of service do you offer?

We have 3 levels of cleaning. Our first level is a regular clean. This is a light clean of the most important areas of your home and is perfect for regular cleanings. Our second level is a once off clean which is recommended for people who have not had a professional cleaning in the last 3 months. Our third level is a comprehensive end of tenancy cleaning (also known as move-in/move-out cleaning) or post-construction cleaning.

 

Please call 1800 911 096 with any questions.

What’s included in a once off clean?

A once off clean is a thorough cleaning of your home. It’s is recommended that you get one if you haven’t had a professional cleaning in the last 3 months. You should also get a once off clean as your first cleaning if you are commencing regular cleanings. This makes it significantly easier for us to keep your home sparkling. See a checklist of exactly what’s included in a once off clean here.

Is there an extra charge for booking a weekend clean?

Nope. It’s still the same great price.

Are all prices inclusive of VAT?

Yes they are.

Can I hire you for an end of tenancy cleaning?

You certainly can. We often perform end of tenancy cleanings (also known as move-in/move-out cleanings). We have a much longer checklist for these cleanings and you can add extras such as having us clean your fridge, oven and interior windows cleaned too. Click here for more on end of tenancy (move-in/move-out) cleanings or call 1800 911 096.

Do you perform post-construction cleans?

Yes we do. Whether you have just done some light renovations on a bathroom or built a new house from the ground up, we can take care of the post construction clean-up for you. Give us a call on 1800 911 096 to book yours today.

What’s included in a regular clean?

Our regular cleanings are completely customisable. One of our area managers will call out to your home and take a detailed list of everything you want cleaned, ironed or folded. Call 1800 911 096 to book your regular cleaning or get your quote today.

What areas do you cover?

We cover all of Dublin, Kildare, Meath and parts of Louth and Wicklow. You can call us on 01 254 9927 or email us at [email protected] and we can quickly let you know if we cover your area.

The Day Of The Clean

Do I have to be home for my cleaning?

No, just leave us a key to gain entry and we will take it from there. You can leave a key under the mat, in the mailbox, at the front-desk… whatever is most convenient for you.

Do you provide the equipment and supplies?

We provide absolutely everything, including all cloths, sponges, cleaning products, vacuum cleaners, steam cleaners and anything else we think we’ll need.

How many cleaners will you send?

It can range from just one for very small jobs or up to 4 for bigger cleanings.

Rest assured that they are all thoroughly vetted, fully insured and highly trained.

What time will my cleaners arrive?

We always strive to arrive bang on time and are proud of our punctuality record. However we ask you to please allow a 30 minute window for our arrival, in case we encounter heavy traffic. So if you book a cleaning for 2:00PM but need to leave at 2:10PM, it would be wise to actually book for 1:30PM instead. That way we can be there in plenty of time. However we also promise to call you if your cleaner is going to be late, for any reason.

How long will my cleaning take?

This depends entirely on what you would like us to clean for you. Call 1800 911 096 and one of our operators will be able to give you an estimate.

Is there anything you don’t clean?

To protect the safety of our cleaners or to prevent damage to your home, we cannot perform the following:

 

1) Dish washing
2) Laundry or folding laundry
3) Shopping or errands
4) Pick up, moving or remove clutter
5) We cannot step higher than the height of one chair
6) Lifting items over 25lbs
7) Cleaning exterior windows and high reaching windows
8) Cleaning pet messes (including pet hair) and heavily soiled areas
9) Cleaning of mould, mildew, bodily fluids and bio-hazardous material (We may clean small amounts of mould and mildew from bathrooms if it can be removed easily)
10) Carpet cleaning
11) Deep stain removal
12) Landscaping and yard work
13) Garages, patios and balconies (apart from basic sweeping)
14) Extermination (insects etc)

 

Clutter Policy
We also can’t pick-up, move or remove clutter (we consider clutter to be 5 or more items in any given area, such as books, boxes, mail, papers, clothes, and rubbish etc.). If there is an area with 5 or more items then we will simply dust/clean around them as best as possible and they will not be moved.