Frequently Asked Questions

Questions? Look here. 

Can't find the answer you're looking for below? Contact us here or call us on 0800 6894 085.

General Questions

We Clean, You Relax. Distinctive Cleaning is a company that has provided an easy to book, schedule and manage all your cleaning appointments online. We are fully insured, members of Checkatrade and approved by East Sussex Trading Standards. Our cleaners are all vetted and trained to our high standards. Are you ready to relax? Book online today and one of our trusted cleaning professional will make your space sparkle.

We know how busy life can be. Our system will remind you by email 1 day before your service is due. Once You accept the quote, you will have your own customer portal. Here you can manage payments, request further cleans and so much more.

Whether or not you're at the space during your cleaning appointment is completely up to you. When you make a booking, you'll be able to leave us instructions on entry. If you leave the key somewhere, there's no need for you to be home. Or, feel free to stick around during the clean. Whatever you're most comfortable with is fine. In any case, please don't forget about your appointments. We'll remind you with an email, but if your cleaner can't get in the door following your entry instruction, or if you aren't home when you said you would be, you'll be charged a fee for this this.

Yes, we are fully insured with £5 Million public liability insurance. Our cleaning technicians are always careful. In the unlikely event that an object is damaged, please let us know within 24 hours.

Yes, we insure all our cleaning technicians. So you can relax in the unlikely event an object is damaged, we can help.

Our cleaners go through a 2-3 week training program. This training won't finish there. Our cleaners will still need to complete further exams every couple of months to ensure they are all up to date with health & Safety. We also check our cleaners using our OCL (observational checklists). These are performed within a 3 month period at random times. They include visual checks plus testing.

Yes! We ensure all our cleaners are trained and DBS (formally CRB) checked before commencing work.

We love animals, but they don't always love us. If you think your pet may become overly anxious while we are there, please make temporary arrangements while we are in your home. You can leave detailed pet instructions during the online scheduling process.

Yes! We have local hubs in areas we clean. To find out where your nearest hub is, please call 0800 6894 085.

Home Cleaning

Answer In short, no! We'll provide everything required to clean your space. However, if you would like us to use our Green Clean, we charge a fee for this. If you prefer us to use your own materials, just let us know in the comment section during the booking process.

Depending on the clean package you choose, anything from 1 hour to 9 hours plus. What our customers like, is the fact there are no set hours, meaning we will not finish until the checklist is complete.

We provide a customised post-construction clean for these types of situations. Please contact us at 0800 6894 085 or email to coordinate this and receive pricing information

Yes, special instructions can be left for the cleaning professional when you schedule your appointment online. Depending on the request, there may be additional cost added. But this will be explained at time of booking. After the clean is complete, you can rate your Distinctive Cleaning experience and provide feedback.

No, but we do offer sales/discounts. Just check our social pages or check your email for any offers.

No, we also offer hourly for regular cleaning. This would require booking via our customer service team as we would need to visit your home. Our fixed rate is our most popular option as there is no time limits applied and will finish once the checklist is complete.

Yes we do. However, this will need to be booked via our customer service team. We will normally arrange to visit your home and discuss exactly what you would like us to complete. If you would like inside of fridge/freezer, oven, inside of windows and carpet cleaning, this would all be classed as extras and require further payment. We will discuss this with you. If you would prefer to use our hourly cleaning please call 0800 689 4085 and our customer service team will be happy to help.

The only reason the price will change is when our cleaners arrive to: 1. a hoarder clean is required 2. more rooms need to be cleaned than originally booked 3. home not in a standard condition 4. bio-hazard clean required 5. extras added when we start (inside fridge etc) If we need to increase or charge more (or less) we will call you and confirm this during the clean. Our cleaners should be able to help. Its important to mention that we will never increase the price without your consent. If you decide you do not wish to pay the extra, we will contiune with the original booking. For more details, please head over to our terms & conditions. Not sure? Call our customer service team on 0800 6894 085 and we will be happy to help.

If booking our Move In/Out - End of Tenancy clean, this is included. However, if you would like this cleaned using our standard & standard PLUS clean, this is an extra. Please note: This will need to be switched off at least 24 hours before our teams begin the service as we will not be able to clean.

Office Cleaning

We understand that a clean workspace can reduce the likelihood of employees getting sick, thus allowing your business to be more productive (and more profitable).A clean workspace has been shown to reduce the probability of catching the common cold by 80% and reduce absenteeism by 46%!

Yes, all of our cleaners come outfitted with a full kit of cleaning supplies & equipment to bring on site. If you select ongoing service, we also provide heavy equipment such as vacuums, mops, dry mops, and squeegees.

Yes, We have advanced insurance that covers all aspects of commercial cleans from hospitals, restaurants, to industrial cleaning. We are happy to provide our certificate, if requested at any time.

Absolutely. Distinctive Cleaning takes pride in our quality control. Our Quality Control Manager typically joins the cleaners on their first clean, and follows up periodically, by email and in person, to make sure we consistently do a great job.

Easy, you can call us on 0800 6894 085 or email

Yes - For commercial clients we offer 30, 14, 7 days after the invoice date. We may ask for your company to complete a credit check. Please contact our team who would be more than happy to assist - 0800 689 4085.

The Distinctive Guarantee

We get it right or we make it right. If you’re not satisfied with your clean, you can request a free re clean.

Customers can request a reclean either by email or by phone - as long as the appointment was completed within the past 24 hours. The reclean appointment must be scheduled and completed within 72 hours of contact. Please let us know where we fell short. Our customer service team will respond promptly.

There is no specific limit on how many recleans a customer can receive. We want to ensure fair use of the benefit and guarantee a great experience every time. With that said, we reserve the right to require additional time and budget for future cleans and/or void the guarantee for future cleans (if requested excessively).

Appointments completed within the past 24 hours are eligible for the Distinctive Guarantee.
What is not included:
Appointments completed more than 48 hours ago
Free cleans
Homes not in standard condition (e.g. biohazards, hoarding, etc.)
Extra services not booked for original appointment
Post-construction/post-renovation cleans
Move in/out & End of Tenancy cleans


We accept all major credit and debit cards with a MasterCard, Visa, Discover Network, American Express. we will send you an invoice after the clean has been completed. If you prefer to pay using cash, please call 0800 689 4085. We would require a debit/credit card details for security reasons. Tips may be given in cash form (optional).

Our company policy is to take debit/credit card details for security checks on all bookings. No payment is ever taken before a clean. Please call our customer service team who will be happy to explain further - 0800 689 4085

To switch your billing information, simply log into our online portal using your username and password and edit your billing information in the "Settings" section of the website.

You can cancel your clean at any time before 5PM the day before your clean. If you choose to cancel after 5pm the day before your clean, you will be charged £30 fee. For specialty cleans (including but not limited to post-construction/post-renovation cleans), a cancellation fee amounting to 50% of the price quoted for that specialty clean will be applied to appointments cancelled by 5PM the day before the appointment.

If you have any issues regarding payment, please contact us on 0800 689 4085 or email

Tips are not required but are certainly appreciated by our cleaners.

We are always here to help if you are unable to pay. We may offer you a payment plan or change of dates, just call our customer service team who will be more than happy to assist. We may charge you a late payment charge of £35 for non/late payment fee. However, if you refuse to pay for the service we provided, we may instruct a debt collection agency to takeover the debt or we may even take you to court to recover any money owed. Its important to mention that If we do take either of these options, it will increase the original amount owed. We never like to take these options and always try and resolve issues beforehand.

Clean For A Reason

Our mission is to give the gift of free house cleaning to anyone undergoing treatment for any type of cancer in Eastbourne, East Sussex. Our goal is to let these brave and strong people focus on their health and treatment while we focus on and take away the worry and work of cleaning their homes – free of charge.

Either by phone or online. If booking online - In the 'Choose Your Service' click the Clean For A Reason and then one time clean, choose the date and time of the clean. Then click pay by Cash button. Check the details and then click the Book now button. Our booking teams will then check the details and then confirm the booking. You will then receive an email to confirm the clean.You will then be able to create an account to manage your booking and so much more and then just let us in to help clean your space.

Anyone undergoing any type of cancer treatment. We would need to see a letter from your Dr/Consultant/Oncologist indicating that you are undergoing treatment for cancer.

At present, we are testing this offer in the Eastbourne area. Depending on the volumes, we would like to grow this nationwide.

Yes, we supply everything required to clean your space. If there is anything that you would like us to use of yours, just let our cleaning technician know.

Our Clean For A Reason is for 1 light clean of your home (per person). If you need more cleans but worried about financing, please talk to us, we are happy to help you.

This clean has been designed to help you while undergoing treatment. We will: Hoover, Mop, Dust, Clean Kitchen, Clean Toilets, Clean Shower/Bath, Buff Mirrors & Chrome, Empty Of Bins and replace bin bags

If you require more than 1 clean, please let us know. You will able to use our discounted rate as many times as you need after the free clean has been completed. If you are worried about financing any further cleans, please talk to us. We really will try and help.

Special Offers

If using our online booking just enter the valid discount code in the discount code option. It will automatically adjust the price for you. If you prefer to book over the phone, just mention to our customer service team the discount code and we will add it to your booking.

If you are using a discount code and the price is not adjusting, it could be out of date. Contact us and we will let you know if the discount code is still valid.

Yes, If you already use our regular service you can also use our extra discount. For example, you currently use our weekly clean with our 15% off and then use our 10% discount this will reduce further with even more savings.

You can only use it once unless stated.

What Our Clients Say About Us

I run a house clearance company and we use distinctive cleaning after our clearances. They are very reliable and friendly. A very good team of cleaners. Cannot recommend them highly enough.

Lee Barnett

Fast and professional! A team of 4 lovely cleaners arrived spot on time to deep clean my home. The entire process from booking online to the clean was smooth and perfect! It looks so good and smells lovely! Thank you from a very, very happy customer. Well done!

Lisa Cullen

Nice company. Cleaned exactly to my high standards. Easy to use booking and loved the checklist! Good job!!!

Excellent service, excellent cleaning. What more can I say? Extremely happy with the deep cleaning of my home. Would recommend this company 100%! Thank you!

All round perfect clean. We used Distinctive Cleaning to clean our 5 bedroom property and what a clean! 4 Cleaners arrived spot on, all in uniform and ready to clean. They never stopped even when asked if they would like a drink. Absolutely thrilled with the clean and would 100% use them again. Lovely girls, thoughtful and assertive!

Accreditations & Reviews

NCCA Approved Environment Agency Trading Standards Approved Checkatrade BICSc