FAQ

Handyman is a service for small repairs and home work. Our specialists handle: hanging pictures, mirrors, shelves, curtain rods; furniture assembly (cabinets, beds, desks); replacing faucets and small plumbing elements; repairing doors, handles, hinges; installing lamps and small electrical elements; and other simple repair work. Service is billed hourly. The client provides materials and parts themselves, or we agree on purchasing them separately. Order through CleanWhale website and describe in comments what specifically you need — we'll estimate the scope of work.

We offer special terms for corporate clients. Offices, shops, restaurants can order regular cleaning, receiving discounts and accounting documents. A partner program is also possible, in which companies receive promo codes for their employees. We also have a franchise for developing the platform in various European countries and the USA for CleanWhale.

If the client has special wishes, we discuss them individually. For example, cleaning after a party, help with space organization or specific tasks like removing difficult stains from furniture. For such services we apply hourly billing.

When ordering services, the client automatically accepts the public offer posted on the website. For legal entities a separate contract is possible.

We work only with verified cleaners who undergo multi-stage verification: interview, test cleaning, checks. Clients' personal data is protected, and all cleaners sign a confidentiality obligation.

The platform works with various payment systems, so clients can pay for services with both bank cards and cash. Tips can be left both in cash and with non-cash payment. All cleaners undergo verification, and the company's insured liability guarantees compensation in case of damage.

On the cleaning day, information about the cleaner appears in your personal account: their name and phone number. You can also contact our support if needed through Telegram, WhatsApp or Facebook Messenger.

We provide services in Warsaw and surroundings. When placing an order on the website you can choose the exact location, and the system will automatically calculate the cost, taking into account any additional fee for distant travel.

We only provide an approximate service completion time. Cleaning may end an hour earlier or take longer — we can't precisely estimate how long it will take. The time shown on the website is approximate and helps you understand when the service will be completed.

Real people answer messages. You can write through messengers. We reply until 19:00 on weekdays and 18:00 on weekends. We don't have a phone line, but we try to respond as quickly as possible to messages in your preferred messenger and email. If you want to leave feedback about a completed service, the fastest method is to rate it in your personal account. We always reach out if the rating was negative.

Window washing is a separate CleanWhale service. We wash glass on both sides, frames, and sills. The price does not include blind cleaning — this is an additional hourly service. In winter we wash only from the inside, because low temperatures can damage glass — during this period the service is cheaper. You can order window washing as a separate service or add it to regular cleaning during order placement.

Every cleaning we do is multi-hour and full. It includes the full scope of work: floor washing, dusting, bathroom and kitchen cleaning. When placing an order you see the number of hours approximately needed for cleaning. If you think additional time and/or more cleaners are needed — simply add additional hours.

We wash windows from both sides, including frames and sills. In winter we only wash from the inside, since low temperatures can cause glass to crack. The cost of window washing in the cold season is lower. Standard window washing does not include blind cleaning — this is a separate service charged hourly.

Counting windows is also important for correct cost calculation. One window includes two sashes if they don't reach the floor. A window opening that extends from ceiling to floor counts as one window. If the apartment has balcony doors with glass panels, they also count as one window. With double frames (e.g., if double glazing is installed) each such window counts as two. In winter, window washing is only possible from the inside, and the service cost during this time of year is lower.

Determining the number of rooms in an apartment or house is necessary to calculate cleaning costs. A regular bedroom, living room or office count as separate rooms. If the space is combined, for example kitchen and living room, it counts as one room with a kitchen area. Hallways and kitchen are included in standard cleaning and don't require additional payment. Important: if after renovation the space was redesigned (e.g., one room split into two), the customer can specify the number of rooms themselves when placing the order.

We use professional cleaning products that are not only effective against dirt but also safe for people, including children and pets. Each partner has 4-6 different products for various surfaces: glass cleaner, degreasers, antiseptics, and limescale removers. If a client has special preferences or allergies to specific ingredients, cleaners can use the products provided by the client. Cleaners have everything needed for full cleaning — including mop, bucket, microfiber cloths, window squeegees, etc.

Standard cleaning includes a complex of works aimed at maintaining cleanliness in residential and office premises. Our partners perform wet and dry cleaning of all surfaces, including floors, furniture, baseboards and window sills. Sanitary areas are cleaned with special care: sinks, toilets, shower cabins and bathtubs are thoroughly washed and disinfected. In the kitchen area we clean countertops, stove, sink, outer surfaces of cabinets and appliances. Some services are not included in standard cleaning. For example, we don't wash ceilings and chandeliers, since our partners cannot bring ladders with them. We also don't move heavy furniture, don't clean blinds as part of regular cleaning, and don't deal with disinfection of premises. In addition, cleaning of stairwells and common corridors of multi-apartment buildings is not included in the service cost, since these zones belong to the responsibility of management companies.

We only provide an approximate service completion time, as well as the number of cleaners on your order. This information is immediately visible on the order page and in the confirmation email. If you think the indicated time is insufficient — choose additional hours. If you think more cleaners are needed on the order — choose the corresponding number of additional hours.

The order cost and approximate completion time are shown on the order page. In 99% of cases, the cost doesn't change. If we need significantly more time to complete the service, the cost may change — we always notify you and agree on changes, and explain exactly what the additional time is needed for.

You pay for the order by card, cash, Apple Pay or Google Pay after the service is completed. If you chose card payment when placing the order, we block the funds, but they are debited from your account only after the service is completed (or unblocked immediately if the order is cancelled). Payment security is provided by the Stripe payment platform.

After each cleaning the client gets the opportunity to leave feedback and rate the service. If the rating is low, managers contact the client within a business day to find a solution. Complaints about cleaning quality are accepted within 3 days after order completion. Clients give ratings in their personal account — about 2000 ratings monthly with an average of 4.6.

After you give a negative rating in your personal account, we create a ticket and assign a responsible manager. We clarify the details of the situation with the cleaner and immediately propose a solution that satisfies all parties.

Rate the service in your personal account. We'll contact you within a maximum of 1-2 business days, but usually still on the same business day, and offer a solution.

You can change the order at any time in your personal account — even during execution. For example: it started raining and window washing doesn't make sense — just go to your account and remove window washing. The sum will be recalculated immediately, for example with card payment after order completion the correct final amount will be charged. In your personal account you can also change the payment method — for example, set a card instead of cash or vice versa. You can do this before, during and after order completion.

You can edit the order start time 4 hours before it begins. Go to your personal account and choose a new time. If you chose I'll specify the time the day before the order before the order, you'll receive an SMS reminder in the evening — you'll indicate the convenient time via the link.

We have the most flexible and simplest cancellation system: if more than 4 hours remain before the order, you can simply cancel it in your personal account. If less than 4 hours remain before the order, you can cancel it with a minimum fee for the cleaner (entirely to the cleaner, platform commission is 0%). Cancellation and payment for cancellation are possible with one click in your personal account. If the cleaner has already arrived at the order and it needs to be cancelled, you pay the full service price.

No, discounts and promo codes don't stack. If you enter a promo code and simultaneously choose a date with daily discount in the calendar, the one more beneficial for you will be applied. The subscription discount (regular cleaning) and promo code also don't combine. It works like this: we always choose the most beneficial discount for you from those available.

You can send a link to friends and if they place an order through it, you both get referral points, which you can later use to partially or fully pay for services. To get a referral link, go to your personal account in the Referral program section. Points never expire — you can use them anytime.

You can get a discount for regular cleaning — it's not a long-term contract, just a discount on each service; you can change or cancel the subscription at any time. There are promo codes — corporate and seasonal, which we publish on social media and in the newsletter. There's also a START code — works once for the first order. You enter promo codes on pages where there's a Promo code field. Promo codes don't stack. We also have daily discounts — available directly in the calendar on the website and in the app. Discounts and promo codes don't stack either.

Customers can choose a cleaner if they previously performed work and received a positive review. When placing an order through the website, a list of available partners is displayed, who the client can prefer. If the desired cleaner isn't on the list, it means they're already busy at that time. You need to look further in the calendar and find another date or choose another cleaner. On the cleaning day the client receives a notification with the cleaner's name and phone, allowing them to contact the cleaner if needed. We're working on creating a pool of experienced cleaners, whose selection will be possible for a small surcharge.

Furniture cleaning is a deep upholstery cleaning service with an extractor (specialized wet cleaning equipment). We clean: sofas and couches, armchairs, upholstered chairs, mattresses, carpets and rugs. We remove stains, dust, pet hair and unpleasant odors. We use safe products suitable for different fabric types. Price depends on furniture type and dimensions — we'll estimate when ordering. Drying time after cleaning: usually 4-8 hours. Order through CleanWhale website in the Furniture cleaning section.

Post-renovation cleaning is a special service to remove construction dust, paint residues, glue, plaster and other leftovers from construction work. We use stronger cleaning products and special techniques. We clean windows, door frames, furniture, bathrooms, kitchen and all accessible surfaces. Construction debris and material removal is not included. The price is fixed but may be revised if the scope of work proves significantly larger than expected. Order through CleanWhale website — choose Post-renovation cleaning.

Post-renovation cleaning is a separate type of service, since construction dust and residues from building materials require more thorough treatment. As part of such cleaning, we remove dust from all accessible surfaces, clean windows, door frames, furniture, bathrooms and kitchen. Unlike standard cleaning, after renovation we use stronger cleaning products. Construction debris removal is not included in this service — specialized services handle it. The price for post-renovation cleaning is fixed but can be revised if the scope of work proves significantly larger than expected.

Office cleaning is a service for legal entities: offices, cabinets, shops, restaurants and other commercial facilities. It includes cleaning workplaces, sanitary areas, office kitchen, meeting rooms. We can also perform carpet and furniture washing, window washing as additional services. For businesses we offer: signing a contract for regular cleaning, accounting documents (VAT invoices), flexible schedule (daily, several times a week, once a week) and individual pricing taking into account area and scope of work. Contact us through CleanWhale website or messengers — we'll prepare an offer.

Office cleaning can be either one-time or regular. It includes cleaning workplaces, sanitary areas, kitchen and meeting rooms. You can also order additional services like carpet and furniture washing or window washing. For legal entities we offer the possibility of signing a contract for regular service, as well as receiving accounting documents.

You simply choose the cleaning frequency on the website, and after completion we immediately create a new order for the future. It's not a contract — the order is created exactly at the chosen interval in advance, it can be changed, cancelled, edited, postponed. You'll receive an email and SMS about order creation, and then reminders — and the order can be edited at any time. Subscription is simply a convenient way not to create regular orders manually.