Frequently asked questions

We are based in South London and serve Croydon, Thornton Heath, Norbury, Streatham, Tooting, Balham, Mitcham, Crystal Palace, Beckenham and wider London areas, subject to availability. Send your postcode and preferred date for confirmation.

Call, email or message us with the property type, size, condition, location, preferred date and required tasks. Photos or a short assessment may be requested for deep, end-of-tenancy, commercial or care-setting work. Your price and scope are confirmed before work starts.

No. The form prepares your request for you to review and send through WhatsApp. We then check availability and provide a tailored quotation. Your appointment is confirmed only when Lovash confirms it in writing and receives any required payment. The £10 administrative booking fee does not apply merely because you submit a request.

They are introductory starting prices. The final quotation may vary according to property size and condition, access, parking, location, service frequency, materials and time required. We will not add unagreed cleaning work to your bill.

Please tell us what you need when requesting the quote. We can agree whether Lovash supplies products and equipment or uses suitable items available at the property. Tell us about allergies, preferred products and delicate surfaces in advance.

Timing depends on the agreed tasks, size, condition and number of cleaners. We will provide a reasonable estimate, but heavily soiled or previously inaccessible areas may require additional agreed time.

Not necessarily. We can agree safe key, concierge or access arrangements. Please provide alarm instructions and ensure water, electricity and safe access are available. Keys should never be labelled with the full address.

Remove clutter where practical, secure valuables and fragile items, provide access, disclose hazards, and keep pets and children away from active work areas. For end-of-tenancy cleaning, the property should normally be vacant unless agreed otherwise.

We aim for continuity where possible, but cannot guarantee a particular individual because of leave, illness or scheduling. Any replacement will receive the agreed service information needed for the visit.

Yes. Every confirmed booking includes a £10 administrative booking fee, disclosed separately before confirmation. It covers booking administration and reserving the appointment. It is normally non-refundable if you cancel, except where statutory rights require a refund or Lovash cancels and no suitable alternative is agreed.

Yes. Give at least 48 hours’ notice to cancel or reschedule without an additional Lovash cancellation charge. The £10 administrative booking fee is normally non-refundable once booking work has been performed. Shorter notice may attract a proportionate additional fee. Consumers booking remotely may also have statutory 14-day cancellation rights. See our Cancellation Policy for full details.

Tell us as soon as possible, ideally within 24 hours, and send photographs where helpful. We will investigate fairly and, where agreed work was missed or not completed with reasonable care and skill, normally arrange a prompt re-clean of the affected area.

No responsible cleaner can promise removal of every stain. Permanent staining, wear, mould within materials, limescale damage and pre-existing defects may remain. We will explain limitations where they are reasonably identifiable.

Yes, subject to an initial discussion and appropriate requirements or risk assessment. The quotation will define areas, frequency, access, products, infection-prevention expectations and any site-specific documentation.

You can use the official Google and Trustpilot links in the Reviews section of our homepage. We welcome honest feedback and do not require a positive review.

We use information to respond to enquiries, prepare quotes, provide services, manage payment, safety and customer care. We do not sell personal information. Our Privacy Notice explains lawful bases, sharing, retention and your rights.