Question 1

How do I book a cleaning?

Accepted Answer

You can book online through our booking page — just fill in a few details about your home, pick a date and time, and wait for a confirmation. You can also reach us at +352 651 209 196 during business hours.

Question 2

Which service do you recommend for first-time clients?

Accepted Answer

A deep clean is recommended for all first-time clients. It gives us the time to reach every area that may have been missed during regular cleanings in the past. After the initial deep clean, most clients move on to a recurring schedule or the Tidy Club membership.

Question 3

Am I charged at the time of booking?

Accepted Answer

Yes — payment is processed at booking to secure your date and time. All billing is handled electronically through Stripe. We never see or store your payment details.

Question 4

Are your prices negotiable?

Accepted Answer

Our rates are set based on the details you provide at booking — home size, frequency, and service type. We're not the cheapest option, but our pricing reflects professional equipment, fully vetted cleaners, and personal attention to every client. As a founder-led company, you're never just a number to us.

Question 5

What areas do you serve?

Accepted Answer

We're based in Bertrange and primarily serve central Luxembourg at no extra charge — Luxembourg City, Bertrange, Strassen, Mamer, Capellen, Bridel, Kehlen, Kopstal, Steinfort, Leudelange, Hesperange, Howald, Gasperich, Merl, Belair, Limpertsberg, Kirchberg, Clausen, Cents, Hamm, Weimerskirch, and Cessange. We also cover the South (Esch-sur-Alzette, Differdange, Dudelange, Bettembourg, Pétange, Sanem, Schifflange, Kayl, Rumelange) and North regions (Ettelbruck, Diekirch, Mersch, Wiltz, Redange, Colmar-Berg, Feulen, Erpeldange) with a small travel fee. Visit our booking page for an instant quote including any applicable travel fee.

Question 6

Do you bring your own equipment and products?

Accepted Answer

Yes. We bring everything — including Dyson vacuums, Kärcher equipment, and our eco-friendly cleaning products. You don't need to provide a thing.

Question 7

Do you use eco-friendly cleaners?

Accepted Answer

We use safe, eco-friendly products for the vast majority of tasks. For exceptionally tough areas like heavy soap scum or stubborn grout, we may use stronger commercial-grade solutions — but only when necessary.

Question 8

Do you clean outside surfaces?

Accepted Answer

No — our insurance covers our team inside your home only. For exterior services, we can point you to trusted partners.

Question 9

Do you work on weekends?

Accepted Answer

Yes. We're available Monday–Friday 8am–6pm and Saturdays 9am–6pm.

Question 10

Why do I need to select the level of cleanliness when booking?

Accepted Answer

Rather than doing a home walkthrough or rough estimate that's often inaccurate, we've simplified things: by selecting one of three cleanliness levels, we make sure we allocate enough time to do the job properly.

Question 11

Can I trust your cleaners?

Accepted Answer

Absolutely. All cleaners go through thorough background checks including criminal record verification. We vet rigorously. Additionally, upon request, sessions can be recorded and stored in a secure private folder for your peace of mind.

Question 12

Will the same cleaner come every time?

Accepted Answer

Yes, upon request — and this is something we prioritise. That said, cleaners are human: they get sick or may request leave. If that happens, we'll either reschedule or send a vetted replacement, and we'll always let you know in advance.

Question 13

Do I have to be home?

Accepted Answer

You don't need to be home. Most of our recurring clients provide access instructions and we clean while they're at work. For first-time visits, being present even briefly helps build the relationship with your home specialist.

Question 14

Can I leave a key?

Accepted Answer

Yes — and it's actually preferred after the initial visit. It keeps things flexible and means we're never delayed by parking or timing.

Question 15

Can I cancel or reschedule?

Accepted Answer

Yes. You can cancel or reschedule online through your account, or give us a call. Cancellations made less than 48 hours before your appointment incur a €50 fee. Within 24 hours, a 50€ cancellation fee applies.

Question 16

What if I want to skip a week?

Accepted Answer

No problem — as long as you let us know outside the 48-hour window. Within that window, the clean will be credited to your account rather than charged, so nothing is lost.

Question 17

What if the cleaner finishes early?

Accepted Answer

Our cleaners will always find more to clean with the time you've paid for. If for any reason a cleaner leaves early, contact us immediately.

Question 18

What if something gets broken?

Accepted Answer

Accidents are rare, but if something breaks, you'll know right away — our cleaners are trained to report any incident immediately and we never conceal damage. We'll work directly with our insurance to repair or replace the item. We're fully covered through Foyer Assurances: general liability and exploitation coverage, employee theft protection up to €50,000, damage to client property up to €25,000, and post-service liability up to €2,500,000.

Question 19

What is the Tidy Club?

Accepted Answer

The Tidy Club is our €99/quarter membership, billed on a yearly cycle. It's designed for clients who want consistent, year-round home care at the best possible rate. Members lock in our lowest recurring pricing — roughly 15% cheaper than standard recurring rates — and unlock one complimentary premium service per quarter.

Question 20

What are the included services?

Accepted Answer

Each quarter you can redeem one of the following: a deep window clean (up to 10 windows, inside and out), a couch deep clean, or an appliance deep clean (fridge or oven). You choose which service to use each quarter based on what your home needs.

Question 21

Is the Tidy Club available to everyone?

Accepted Answer

Spots are limited. We cap membership numbers to ensure every Tidy Club client receives the same high level of attention and gets their dedicated team. If availability is full, you can join the waitlist.

Question 22

Is The Tidy Troupe insured?

Accepted Answer

Yes. We carry comprehensive professional liability insurance through Foyer Assurances, with coverage up to €15,000,000 per incident. This includes general liability (exploitation), employee theft protection up to €50,000, damage to client property and entrusted items up to €25,000, and post-service liability up to €2,500,000. We are fully licensed and compliant with Luxembourg regulations.

Question 23

Is tipping normal?

Accepted Answer

Yes — tipping is appreciated and any amount is welcome. There's no suggested percentage; whatever feels right to you.

Question 24

How do I update billing?

Accepted Answer

Head to your account page, select Settings, then Billing. From there you can update your payment method, service address, or subscription details.

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