Frequently Asked Questions (FAQs)
Welcome to our FAQ page! Here, you’ll find answers to common questions about our services, bookings, payments, and more. Whether you’re looking for cleaning services or want to learn more about how we operate, this page is designed to help you get the information you need quickly.
👉 General Cleaning, Bundle Packages, Deep Cleaning, and Move-In/Move-Out Cleaning.
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General Cleaning & Bundles use 1 cleaner with tools provided by clients. Deep Cleaning & Move-In/Move-Out include 2–6 cleaners depending on home size, with tools provided by Cleatra.
👉 Yes, weekly, bi-weekly, and monthly sessions.
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For best value, our Bundle Packages are designed for regular clients and offer savings compared to hourly rates.
👉 Yes, evening cleaning starts after 6PM (min. 2 hrs).
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Weekend slots are available subject to cleaner availability. Evening bookings are ideal for clients who want a fresh home after work.
👉 If possible, yes — we recommend being at home.
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For the first session, it’s best if you are present to walk the cleaner through your expectations. If you cannot be at home, you may leave a door access card or keys in a safe location (with prior notice). Clients are responsible for ensuring secure access arrangements.
👉 Notify us at least 24 hrs in advance.
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This allows us to reschedule or reassign cleaners fairly. We don’t charge cancellation fees, but request timely notice.
👉 Via Scan & Pay / PayNow to Cleatra’s UEN.
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Payment must be made before or on the day of service. For corporate clients, invoicing may be arranged.
👉 Min. 2 hrs per session, valid from purchase date.
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Sessions are non-transferable, non-refundable, and expire after the validity period. After each job, you’ll receive an update on sessions left.
👉 General Cleaning = 1 cleaner. Deep/Move-In/Out = 2–6 cleaners.
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The number of cleaners depends on home size and complexity. Larger units get bigger teams for efficiency and thorough results.
👉 Yes, but only in Move-In/Move-Out Cleaning.
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For other services, only exteriors are cleaned unless otherwise agreed.
👉 No, only around or under movable items.
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For safety reasons, cleaners do not move heavy furniture, climb ladders over 2m, or handle electrical items.
👉 No, we don’t provide pest or mould services.
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Please engage a licensed pest control or mould remediation company. Cleatra focuses only on hygiene and cleaning.
👉 Secure fragile items & prepare tools (if required).
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For General Cleaning, have your mop, vacuum, and detergents ready. For first-time bookings, either be present or leave clear instructions and access details.
👉 Yes, all are trained and insured.
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Cleatra cleaners are covered under WICA and public liability insurance, and trained in safe cleaning practices.
👉 Report within 24 hrs.
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We’ll review the case and may provide repair or compensation depending on the situation. Liability is limited to our insurance coverage.
👉 Yes, subject to availability.
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For recurring bookings, we try to assign the same cleaner for consistency. However, this may vary due to scheduling or manpower needs.
👉 Contact us within 24 hrs.
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We’ll review the case and may arrange a re-clean or partial refund depending on the situation.
👉 Yes, with your consent.
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Photos are only for quality control and internal records. They will never be shared publicly without permission.
Ready to book your next cleaning service? Whether it’s a deep clean, a quick tidy-up, or a festive refresh, we’ve got you covered. Select your service, choose your package, and get your space looking pristine in no time!
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