FAQ – Frequently asked questions

SOS cleaning can include normal cleaning, which you book 48/72 hours in advance, or it can be individual, which we can arrange in advance. Do you need help before or after an unexpected event? We’ll figure it out, right? In case of a 2 hour job, we don’t charge the field-work.. To discuss the details, call us at +352 621 170 552 or contact us here.

Our cleaning before moving in service includes the removal of residues and stains after painting/upholstering. You can find a detailed description of general cleaning by clicking here.We also do window cleaning by appointment. Overall, we make your home clean and bright, so that you feel good in it from the first moment. To discuss the details, call us at +352 621 170 552 or contact us here.

 In need of a cleaning service before you move out?

End of tenancy cleaning plays a vital part in returning your security deposit. The majority of landlords prefer for the tenant to be in charge of the check-out clean.
When the move-out time approaches, your life invariably gets busier, and you may not have enough time to properly clean your place before leaving. This may result in a loss of your security deposit.
Would you like to delegate these specialised cleaning services to someone else so that you can concentrate on your new home or apartment?
Call on professionals to carry out your end-of-tenancy cleaning; you have everything to gain!

What you need to know before end of Tenancy Cleaning? What does end of tenancy cleaning mean for tenants?

Tenants who take advantage of move-out cleaning services get peace of mind. They know that their rented property is left in a very clean condition for their landlords.
Our cleaning team will clean every centimeter of your rented property and include areas commonly missed in regular cleaning. This will ensure you get back as much of your deposit as possible.

What does end of lease cleaning mean to landlords or estate agents?

For landlords, end-of-lease cleaning means that they can often hand over a property to a new renter without needing to clean it at all. It saves the landlord time and money because a professional cleaning company has thoroughly cleaned their rental property beforehand.
For estate agents, this cleaning means that they can show a property in the best light possible. So, they have a good chance of getting someone new into the property very quickly. Which is also great for landlords, of course.

Can landlords charge a tenant for an end of tenancy clean?
If the landlord or estate agent that does the handover of your rented property deems that the cleaning hasn’t been done to a high standard, additional cleaning charges can be added to your security deposit.

VERY IMPORTANT! Before you start the process of EOT cleaning, whether professional or by yourself, there are a few things you need to know and check. There are a few pre-lease agreements that need to be made before the start of your tenancy. You need to keep these documents safe and check them before you attempt a move-out clean. These are the 2 very important documents you need to keep safe throughout the entirety of your lease:

1. Tenancy/Lease agreement
2. Inventory Checklist

In these papers you will find:
The condition the rental property is expected to be kept in;
Responsibilities of the tenant regarding maintenance;
Detailed inventory checklist of EVERYTHING (furniture, appliances, key facilities, floors, any
visible damage, mildew and mould, etc.);
Detailed description of the condition of the furniture, floor, walls, key facilities, etc.;
High-quality pictures to accompany the inventory checklist for any questionable

So, a word of advice: when you move out, don’t neglect your end-of-tenancy cleaning!

What do you need to do before an inspection?

Let’s take a look at what you need to do to have a perfect clean-up before your exit inspection:

Refurbishment of your home: Of course, taking into account regular wear and tear and a degree of disuse over time, depreciation can mark the difference between deterioration and age. However, the tenant must return the property in the same condition, including:

• Filling of holes;
• Cleaning the walls;
• Repairs required;
• Descaling of taps, sinks, w.c.;
• Cleaning the windows;
• Defrosting the refrigerator;

What does Professional End-of-tenancy cleaning Include?

Then it’s time for your end-of-tenancy cleaning. You can compare it to a big spring-cleaning, with:

• Including all the tasks from a regular cleaning.

Other than these specific-to-each-room tasks they also cover these tasks in every room around the rented property:

• Vacuuming and mopping all floors;
• Dusting and removing cobwebs;
• Cleaning all door frames, doors and door handles;
• Wiping down all lights, light fittings, and light switches;
• Cleaning the insides of windows;
• Wiping the window frames;
• Carefully lifting any ornaments or furniture to clean under them.

Do you ‘guarantee’ your end of tenancy cleans?

End of tenancy cleaning is really important and the stakes are high. After all, failure to complete a thorough clean could cost you a decent chunk of your deposit.
Here at TrueShine we’ll send you a post-clean receipt that you can show your landlord or estate agent. This proves that you’ve booked a professional clean prior to moving out.

We’ll also ‘guarantee’ the clean for 72 hours. This means that any cleaning-related complaints can be rectified free-of-charge within 72 hours of your clean taking place. To make sure your clean is eligible for guarantee, it’s important that you book an end of tenancy clean within a couple of days of your move-out. You’ll also need to make sure that you’re fully moved out before the clean, as we can’t guarantee the clean if there are still people living at the property.

You are a landlord, and the end-of-tenancy cleaning was not carried out correctly by your tenants? Entrust us with the cleaning of your property to put it back on the market as quickly as possible.

All of our cleaners have insurance that will cover for any damages, in the event that they should occur. If you’re unhappy with the service, please file a complaint with us, and we will come back and fix the problem for free or we may reimburse up to 100% of the service fee.

After you have contacted us, we will arrange an appointment for the first meeting, where you will present your home and discuss what you expect. Based on this, we determine how many hours we need to complete the task. After that, we will conduct a trial cleaning at a discounted price and you will then decide whether you want to work with us or not. If so, we will offer you to sign a 1-year contract, for which you will receive a one-time 5-hour clean-up as a gift.

You can book a professional as soon as 48 hours in advance, not including weekends and bank holidays.

If you book a recurring cleaning (weekly or fortnightly), you will be assigned the same agent each time. In case of illness or the absence of the cleaner, they are always temporarily replaced by the same reliable professional.

If you book a one-off service, we will send the specialist who best suits your needs, who is in your area and is fully available at the time of your choice.

Professionals only bring their own equipment if we discuss it in advance.

This means that in case you are not satisfied, you can contact us within 24 hours after the cleaning execution over the phone (+352 621 170 552) or by e-mail (trueshine.lu@gmail.com). You need valid proof such as pictures in order to back up your claim. From there, our team will review the situation with you and the professional and find a solution.

In the case of regular cleaning with an annual contract, 6 times a year can be canceled free of charge, by notifying our staff in advance. If more times are canceled than this, we will regroup and carry out spring/autumn cleaning at a pre-arranged time.

If possible, contact us 4-7 days in advance to change the date so that we can accommodate you in time. We remain at your disposal Monday to Friday, from 9:00 to 18:00 by phone at +352 621 170 552 or by email to trueshine.lu@gmail.com

You can cancel your one-time basic cleaning up to 48 hours, free of charge.

If you decide to cancel the service less than 24 hours before its execution, you will be charged for the entire cleaning. We remain at your disposal Monday to Friday, from 9:00 to 18:00 by phone at +352 621 170 552 or by email to trueshine.lu@gmail.com

Cleaning hours are subject to a standard deduction as described in the circular: http://www.impotsdirects.public.lu/fr/az/a/abat_forf_dom.html

It is up to the tax authority to calculate your tax savings because it depends on the overall income level. All you need to do is to attach our invoices on your tax declaration.

If your professional comes 15 minutes after the scheduled starting time without any notice, please contact us here or call us at +352 621 170 552. Our team will quickly find out the cause of the delay and make sure it doesn’t happen in the future.

It is highly unlikely that this could happen. If your permanent professional becomes ill or has other problems, she will always be replaced by the same person and we will inform you of this in advance. If there is no foreseeable reason and she still did not show up, please contact us or call us at: +352 621 170 552. We will work it out with our team to provide you with the best option.

In the unlikely event that something goes missing from your home after our professional’s visit, please contact us and we will support you by providing you with all the necessary information about your professional cleaner. Full responsibility belongs to the cleaner.

In the event that something happens during the cleaning we encourage you to take photos of the damage and send it to us as feedback. If there are items in your house the professional should steer clear of, please let us know.