How we work
Our Policies
Clear, fair policies that help keep everything simple, professional, and easy to manage.
What to know before booking
We keep things simple. Click any section below to read our full policy on that topic.
We value both your time and our cleaners' time, so it's important that access is sorted before your booking.
Before your booking
- Leave keys in an agreed and secure location, or
- Have someone present to let us in
We'll send a reminder before your booking to help keep things on track.
If we can't access the property
- We'll try to reach you shortly after arrival
- If we're unable to make contact, a lockout fee may apply
Delays & lockouts
- If access is delayed, a small waiting fee may apply
- If access is not possible at all, a lockout fee of up to 75% of the service may apply
Fees help cover travel, time, and disruption to the schedule.
We ask for at least 24 hours' notice if you need to cancel or move a booking.
Within 24 hours
A cancellation fee of up to 50% of the service may apply.
We understand that life happens. If it's a genuine situation, we'll always try to be fair and find a solution that works.
Repeated late changes may affect the availability of future bookings.
One-off & deep cleans
- Full payment is required prior to the service, or
- A deposit is taken with the balance due on the day
Regular cleans
- Payment is due after invoicing, unless otherwise agreed
Accepted payment methods
- Bank transfer
- Credit or debit card
Overdue invoices may incur a small late payment fee.
We respect your privacy. We only collect the information we need to deliver our services and keep things running smoothly.
What we collect
- Name and contact details
- Property address
- Booking and service history
- Payment information
How we use it
- Managing bookings and services
- Communicating with you
- Improving our service
We do not sell or share your information with third parties, except where required to deliver the service or by law.
You can request access to or removal of your information at any time by getting in touch.
By booking with Sano, you agree to the following terms.
Access
Please ensure safe, unobstructed access to the property. Where possible, secure pets and set aside any fragile or valuable items before we arrive.
Our Guarantee
If something isn’t right, let us know within 24 hours and we’ll come back to fix it or make it right — no hassle.
Liability
We are fully insured. Any damage attributed to our team must be reported within a reasonable timeframe. Normal wear and tear is not covered.
Right to Refuse
We reserve the right to decline or stop a service if conditions are unsafe, inappropriate, or outside the agreed scope of work.
We take great care with every clean. But if something doesn't seem right after we visit, here's how to handle it.
How to report an issue
- Get in touch as soon as possible after noticing the issue
- Include photos and a short description of what happened
We'll review the issue promptly and, where appropriate, resolve it through repair, replacement, or our insurance process.
We're here to make it right. Please don't hesitate to reach out.