Welcome to Urban People Cleaning: Your Eco-Friendly Solution for a Healthier Home and Office!



Here's a handy compilation of the most common queries we receive about our services, processes, and more. Whether you're curious about our offerings or seeking clarification, this FAQ section is your go-to resource. Explore below to find the information you need.

Can't find your question?

Feel free to reach out to us directly – we're here to assist you every step of the way!


How do I book my first appointment?

Booking your first appointment is easy! Simply go to the Booking form. From there, you can conveniently schedule your appointment online. Whether you need a one-off clean or prefer a regular cleaning plan on a weekly or bi-weekly basis, our user-friendly platform allows you to select the service that best fits your needs.

What are the payment terms?

For your convenience, the customer agrees to make full payment of the quoted price by Urban People Cleaning prior to the scheduled Service Time, unless an alternative payment arrangement has been agreed upon in advance with Urban People Cleaning. 

How much time should I book for my cleaning?

The cleaning duration depends on the size, furniture, and cleanliness of your home. As a rough estimate: A 60m² flat approximately requires 3 hours of cleaning. Keep in mind that those estimations can vary given the dirtiness of the house. Please make sure that the cleaner can easily access all areas, otherwise please book additional time for tidying up or preparation.

How long should a regular cleaning take? 

You might choose to focus on quality over quantity. Make an effort to always prioritize quality results over quantity, and pass this on to the cleaner. You know which areas are the dirtiest or have the most clutter. The amount of cleaning you need and the amount of time you set aside for cleaning living areas or kitchen surfaces will always depend on their condition.

  • Three-hour schedule by area 

    These are some of the estimates for each cleaning area in general terms, so you have an idea of what to expect at the end of your appointment with Urban People Cleaning:

    • cleaning bedrooms in general: about 40 minutes each

    • cleaning the bathroom (about 30-45 minutes each)

    • cleaning the living room (about 45 minutes)

    • cleaning the kitchen (about 40 minutes)

    Knowing how much time a professional cleaner will need for each room will help you coordinate the rooms you need to focus on more. 

    Do I need to be present at home during the cleaning?

    No, your presence is not required. We recommend that you are not at home during the cleaning appointment to allow our team to work efficiently without disruptions!

    Before we depart, we kindly request your presence for a final walk-through. While we strive to provide cleaning services efficiently, we appreciate the opportunity to conduct a final walk-through before we leave your property.

    Can I be absent during the final walk-through?

    While we appreciate your presence, it's not mandatory. If you're unable to be present for the final walk-through, we can make alternative arrangements to communicate the cleaning outcomes to you.

    What if I choose to stay at home?

    If you choose to stay at home, we kindly request that you remain in one room during the cleaning process. Please avoid using the kitchen and bathroom while our team is working!

    Why do you prefer clients not to be at home?

    We can work more freely and efficiently when clients are not at home. This allows our team to focus on providing thorough cleaning without any interruptions.

    Is my privacy and security ensured if I'm not at home? 
    Absolutely. Your privacy and security are our priorities. Our cleaning professionals are trained to respect your space and belongings at all times.

    What if I have specific instructions or concerns about my presence during the cleaning?

    Feel free to communicate any specific instructions or concerns you have regarding your presence during the cleaning. We're here to accommodate your needs and ensure a seamless cleaning experience.

    The Final Walk-Through and Checklist Signing
    We understand the importance of ensuring a thorough cleaning and your satisfaction. While we strive to provide cleaning services efficiently, we appreciate the opportunity to conduct a final walk-through before you leave your property.

    Final Walk-Through and Checklist:
    Before we depart, we kindly request your presence for a final walk-through. This allows us to review the cleaning results together, ensuring that all your expectations have been met. Our goal is to guarantee your satisfaction and address any last-minute concerns you may have.

    Signing the Checklist:
    During the final walk-through, we will provide a checklist that outlines the tasks completed during the cleaning process. By signing the checklist, you acknowledge that the cleaning has been conducted to your satisfaction and that all agreed-upon tasks have been fulfilled.

    If you are unable to be present, we offer the option of a real-time final inspection via video call, or can provide photos upon request for your convenience.

    What's the difference between One-Time Cleaning and Deep Cleaning?

    One-time cleaning focuses on providing a general maintenance clean to freshen up your living space. It includes basic tasks like dusting, vacuuming, and surface cleaning. Deep cleaning, on the other hand, is a more thorough and intensive process that tackles hard-to-reach areas, built-up grime, and stubborn stains. It's ideal for spaces that haven't been cleaned for a while or need extra attention.

    When should I choose One-Time Cleaning?

    One-time cleaning is perfect for regular upkeep, before or after special events, or when you want to maintain a generally tidy environment. It helps keep your space looking presentable without diving into extensive cleaning tasks.

    My bathroom looks quite dirty, can a One-Time Cleaning service handle it?

    We appreciate your concern! The "before" photos you see showcase Deep Cleaning scenarios.    

    These instances require our specialized Deep Cleaning service. While our regular cleaning keeps things in check, deep cleaning is perfect for addressing tough stains and build-up.

    Please be aware that if you book a One-Time Cleaning service and anticipate us to clean a bathroom in a similar condition, it won't fall under our standard service! 

    When should I opt for Deep Cleaning?

    Deep cleaning is recommended when your space requires a more comprehensive approach. If you're moving into a new home, preparing for a new season, or noticing accumulation of dirt and grime, deep cleaning is the way to go. It addresses hidden dirt, tough stains, and overlooked areas.

    Which areas are covered in Deep Cleaning?

    Deep cleaning covers areas that typically receive less attention during routine cleaning. This may include cleaning inside appliances, scrubbing tile grout, removing hard water stains, and addressing high-touch surfaces in detail. 

    How often should I schedule Deep Cleaning?

    The frequency of deep cleaning depends on factors like the size of your space, occupancy, and individual needs. Generally, deep cleaning is recommended every 3-6 months, but you can adjust based on your circumstances.

    Which option is right for me?

    Choosing between one-time cleaning and deep cleaning depends on your cleaning goals and the current condition of your space. If you're uncertain, you can discuss your needs with our cleaning experts to determine the best approach for your situation.

    Cleaning Hours vs Job Duration?

    Cleaning hours are the total number of labor hours it takes to clean a home. Job duration is how long we are at your home. Cleaning hours are divided by the number of people we assign to your cleaning, for example, 6 hours of cleaning assigned to 2 cleaners will result in a job duration of 3 hours. This will vary depending on employee availability and the size of the home.

    When will my cleaner arrive?

    After your booking has been confirmed, you will receive a confirmation email. This email will contain a summary of your booking, including a line that shows the date and time of arrival.

    Do you have arrival time slots?

    We allow you to book your cleaning at an exact time. However, please note that we have a 1 hour arrival time window for an appointment. Many things can affect our schedules, such as cancellations, lockouts, etc. If we are running late to your appointment, you will be contacted as soon as possible and given a new estimated time of arrival. If we are ahead of schedule, we will contact you via SMS to get your approval for an earlier arrival.

    How do I leave feedback?

    At Urban People Cleaning, we value your feedback, as it helps us improve our services to better meet your needs. To leave feedback, kindly refer to our Feedback Policy. Your input is essential to us, and we look forward to hearing about your experience with our cleaning services. Thank you for your valuable feedback! 

    What is a Worry-Free Guarantee?

    If you are not completely satisfied with any part of your service we will return to your home to re-clean the area/task. If you are home and notice that the cleaner overlooked something please let them know so that we can clean it right the first time. We do not offer refunds, only re-cleans.

    Re-cleans should be scheduled within 24 hours of the original service. Urban People Cleaning has a 1 day warranty period. If there are any issues, please email or text us as soon as possible. Complaints received after 6 pm the day after services are completed fall outside the warranty period, and may not be covered.

    Urban People Cleaning will not be held responsible for the repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly, usage, or if incorrect directions are given to our employees by the client.  The Worry-free Guarantee is limited and only applies to areas of the home that we can fully clean.

    Is there anything I need to do before the cleaning?

    There is no preparation needed for your cleaning, but to give you the greatest value, we suggest you take a few minutes to pick up extraneous clothing, toys, and other household items.

    Why Do We Ask for Photos of Your Home?

    Our approach to providing the best cleaning service possible involves careful planning and attention to detail. Since we don't conduct walk-ins in advance, sharing photos of your home allows us to tailor our cleaning strategy to your specific needs. These photos give us insight into your space's layout, specific areas that may need extra care, and any trouble spots that require attention. By doing so, we can prepare effectively and ensure that we provide the most thorough and satisfactory cleaning experience without any surprises.
    Your cooperation in providing these photos helps us guarantee that your space receives the specialized care it deserves. We appreciate your understanding and look forward to delivering exceptional results! Customer Photo Usage Policy

    Do you provide custom cleaning services?

    Yes, we are flexible. Just give us a call or email us. We can work out the best solution for your cleaning needs!

    Do you provide the cleaning supplies?

    Eco-friendly cleaning supplies are included in your order! Our staff brings the cleaning products and rags.

    Urban People Cleaning uses a special color-coding system to ensure that the cleaning rags are only used in designated areas to reduce cross-contamination risk. 

    • Blue - windows, mirrors, doors, hallways
    • Green - food prep areas and general areas
    • Red - bathrooms and hazard areas (toilets, urinals, etc.)
    • Yellow - dry dusting, wood, and metal polishing

    For your convenience, we supply cleaning rags as part of our Monthly Packages. You can use these rags during our visits and keep them on hand for your cleaning needs. We kindly request that you wash them as needed, ensuring they are ready for our next visit.

    Please note: For Monthly Packages, we provide the cleaning supplies and use your vacuum cleaner and mop/bucket so please be sure to have those items on hand.

    If you don’t have cleaning equipment, we can provide it for an additional charge of €25 (including VAT) per visit.

    We apply €15 (including VAT) extra charge if you have pets.

    Will the first cleaning take longer?
    The first cleaning will take longer, especially on homes that have not been cleaned in a while or those with pets. The first cleaning is very detailed and intensive, which is the necessary time required for the team to ensure the cleanliness of the home is up to our standards.
    Does the cleaner do the dishes?

    No, but we will load the dishes into your dishwasher if you want us to.

    Do you provide bed-making services?

    No, we do not offer bed-making services as part of our cleaning packages.

    While we specialize in providing comprehensive cleaning solutions, bed-making falls outside the scope of our standard services. However, our team is dedicated to ensuring your space is cleaned to the highest standards.

    If you have any specific cleaning requirements or questions about our services, please feel free to reach out to us. We're here to accommodate your needs and provide a tailored cleaning experience.

    Do you provide ironing services?

    No, we do not offer ironing services as part of our service offerings.

    What should I do with my pets?

    We love them! But please secure any pet that may be a threat. Also, for sanitary purposes, we do not clean up after sick pets or pet accidents. We apply a €15 extra charge if you have pets.

     Why do you charge extra for homes with pets?

    We believe in transparency and quality service. Charging a bit extra for homes with pets allows us to provide the specialized care and attention needed for pet-friendly spaces. This includes thorough cleaning, the use of pet-friendly cleaning products, and ensuring a clean and safe environment for everyone in your home, including your beloved pets.

    Are there any long-term contracts I have to sign to use your service?

    No, we don’t have any long-term or short-term contracts.

    Are the cleaners insured?

    Yes, in the unlikely event of damage, you do not have to worry as you are protected from any serious damage. All cleaners are covered by liability insurance which covers all damages above €1000 up to an amount of €2.500.000.

    Are there things that you Don't clean? 

    Yes - We Don't Clean:

    • Antiques and specialty items

    • Bug-infested homes

    • High, hard-to-reach areas

    • Dishwashers and Washing Machines

    • Light bulbs & lighting fixtures

    • Outdoor or hard-to-reach windows

    • Construction Cleanings

    • Carpet Cleaning

    • Bodily fluids

    • Large amounts of mold

    Why Don't You Clean Washing Machines and Dishwashers?

    Cleaning washing machines and dishwashers involves thorough processes that can be quite time-consuming and require multiple cleaning cycles to ensure effectiveness. As a result, we currently focus on providing efficient and specialized cleaning services in other areas.

    Do you have a cancellation fee?
    We apply a cancellation fee only if the service is canceled less than 72 hours prior to the scheduled time or if the customer fails to provide access to the team as previously arranged.
    How can I cancel my service?
    You can cancel your service at any given time, either online or over the phone. We have no lock-in contracts that you need to worry about. Please note: All cancellations  must be made 3 business days before the service is to take place.

    While we know schedules can change quickly, rescheduling or skipping a booking with short notice causes professionals to lose valuable work. Therefore, fees apply when bookings are canceled or rescheduled within 72 hours of your booking’s start time.

    If the cancellation of a service is made 72 hours or more before the service will take place, the customer will not be charged any cancellation fee.

    Please note that if service is canceled with less than 72 hours notice, or we are unable to access the home upon arrival, or we are turned away at the door, a cancellation fee equal to the full price of the service will be charged. The fee will be used to pay our cleaners that would otherwise be cleaning for another customer.

    We kindly ask for a 72 hours notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment however that will be subject to availability.

    If Urban People Cleaning cancels an appointment with less than 72 hours notice, a new appointment will be scheduled without penalty to the client, subject to availability.


    The customer is responsible for the full cost of the estimated service if the appointment is canceled/rescheduled 72 business hours or less before the service date.


    The customer is responsible for the full cost of the estimated service if the appointment is canceled/rescheduled 72 hours or less before the service date.


    We kindly ask for a 72-hour notice or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment however that will be subject to availability.

    Monthly Packages Are Not Refundable!

    Our Cancellation / Reschedule Policy applies to all bookings!

    You can reach our Customer Service via email:
    or call us at +31 68 50 60 511
    Monday to Sunday from 09:00 to 21:00