FAQ – Frequently asked questions

 

Our services
BOOKING SERVICES
PAYMENT PROCESS
URGENT ISSUES
What's included in my weekly/regular cleaning?
BEDROOM, LIVING ROOM & COMMON AREAS
  • Hoover & clean all floor surfaces
  • Remove dust & clean on all visible surfaces
  • Wipe down all mirrors and glass fixtures
  • Take out rubbish and make recycling
  • Make the bed -sheets will not be changed unless specified
BATHROOM & TOILETS
  • Hoover & clean all floor surfaces
  • Wipe down all mirrors and glass fixtures
  • Wash and sanitize the toilets, sink, shower & tub
  • Remove dust & clean on all visible surfaces
  • Take out rubbish and recycle
KITCHEN
  • Hoover & clean all floor surfaces
  • Do the dishes or load up dishwasher
  • Wash sink, tap and clean all visible surfaces
  • Wipe down exterior of stove, oven and fridge
  • Take out rubbish and recycle

For a deeper cleaning, you can also select some extras that will increase your duration such as window cleaning, cabinet cleaning, oven cleaning, fridge cleaning, cabinet cleaning or laundry wash & dry. 

What's included in my S.O.S cleaning?

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.

What is included in my moving in cleaning?

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.

What is included in my end of tenancy cleaning and everything you need to know?

 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.

 

How can I be sure that the services are safe ?

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.

How can I contact the TrueShine Team?

You can either call our office between 09:00 to 18:00 from Monday to Friday on +352 621 170 552 or send an email at trueshine.lu@gmail.com

Our team will be happy to help you.

How does the TrueShine work?

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.

How soon can you book a professional?

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

Will the same professional come every time?

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.

Will the professionals bring their own equipment?

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

What is the satisfaction guarantee?

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.

How can I cancel or edit my regular cleaning?

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

How can I cancel or edit my one-time basic cleaning?

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

How can I pay?

In the case of contractual regular cleaning, we settle our monthly invoice by bank transfer. You will receive the invoice by email at the end of each month, thus protecting our environment. In the case of one-time cleaning, an amount corresponding to a predetermined number of hours must be paid in advance by bank transfer.

Are my cleaning hours tax deductible?

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.

Do I need to stay home for the duration of the services?

No, you don’t have to stay home. However, for the first visit, we recommend that you stay at home if you can and provide our professional with all the necessary information so that she can perform his work efficiently in accordance with your expectations. You can of course stay home during our professional’s visit.

What should I do if my professional cleaner is late?

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.

What should I do if my professional cleaner doesn't show up?

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.

What should I do if something goes missing ?

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.

What should I do if something is damaged?

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.

Contact Us

Need to rest and recharge? Do it!

Would you like to exercise? Play with your kid? Or just read a book on your couch? Do it! And we will do the rest!

No time? We will solve it!

Let us create a cleaner, healthier and more welcoming environment for you, while you work, exercise, shop or just relax.

We will help you and your home SHINE.

Fill out the contact form and we will get back to you as soon as possible.

 


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