Questions
Frequently asked questions
If your question is not here, message us on WhatsApp — someone will answer, not a bot.
Booking and timing
- Do I choose the arrival time?
- You choose the date. We allocate the team and the hours, then confirm the time with you before the day. Allocating the work ourselves is more reliable than showing you slots that can change after you book.
- How far ahead can I book?
- Up to two weeks. If you need something further out, message us and we will put it in the diary manually.
- Can I book for today?
- Usually not through the website — we need a little notice to allocate a team. Message us on WhatsApp and we will tell you honestly whether we can get to you.
- How long will the clean take?
- The website tells you before you book. Each service and property size has an estimated duration and a crew size, and the booking summary shows both — for example a two-bedroom deep clean is about four hours with two cleaners.
Prices and payment
- Are the prices on the website the final price?
- Yes. What you see is what you pay. The price is fixed at the moment you book, and a later change to our rates never affects a booking already made.
- How do I pay?
- By card when you book, or cash to the team when the job is done. Card payments go through a secure hosted checkout — we never see or store your card details.
- My property is larger than the sizes listed. What now?
- Choose "Custom" when you book. Larger and unusual properties take more than a single day at our current schedule, so we price and schedule those with you directly rather than promising a time we cannot keep.
- Do you charge for a quote or a call-out?
- No. Quotes are free, and there is no call-out fee. You only pay for the clean.
On the day
- Do you bring cleaning materials?
- Deep cleans and specialist services include everything — machines, chemicals and cloths. For hourly cleaning we use your products by default, because many clients prefer specific brands for marble or parquet. Tell us if you would rather we brought ours.
- Do I need to be home?
- No. Plenty of clients leave a key with security or send a gate code. Add the details in the access notes when you book and we will follow them.
- Who will be coming to my home?
- A Sterry professional, directly employed by us rather than subcontracted, so the person cleaning your home answers to us and we can hold a standard. We are licensed in Dubai under trade licence 1574374.
Changes and cancellations
- How do I change or cancel a booking?
- Message us on WhatsApp or call, and we will move it. Free of charge up to 12 hours before your slot. Inside 12 hours we charge 50% of the visit, because the team is already assigned and travelling.
- What if I am not happy with the clean?
- Tell us within 24 hours and we will come back and put it right. We would rather fix it than argue about it.
- What happens if something is damaged?
- Tell us straight away and we will put it right with you directly. You deal with us, not with a claims process.
Still stuck?
Message us and a person will answer.