FAQ

Clients

  • General
    • KLEAN is a two-sided marketplace for on-demand cleaning services.Services are available 24/7. Book as soon as 1 hour from now.All of our kleaners have been inspected for their qualifications and background. Have passed our in-house qualification test. ANd have the approriate insure.For Clients- place an order for the desired cleaning services using our iOS or Android app. Follow the whole cleaning process using our app.For Kleaners- Use our KLEANER app, to apply to the open orders, see your existing orders, and inform your clients of the current cleaning process.

    • Our customer support works 24/7.

      You can either call us using +371 25 269 269 or email us using info@klean.lv.

      We will be happy to answer any of your queries.

    • Both the cleaning services and KLEAN's customer support are avalable 24/7

      Please notice, that during the night, cleaning services will be priced at our "Night rate"

    • Please fill out the form available on our website at:

      We will follow with a phone call shortly after.

      If you qualify, you will be invited to a face-to-face interview.

      If everything goes right, you should have the access to our marketplace as soon as one week from your application date.

    • Please note, that KLEAN does not provide the cleaning services themselves.

      KLEAN makes possible for the Clients to find the bst Kleaners in the area, and book them.

      Our Kleaners work independently from us.

      We provide everything, so that the process goes smoothly.

  • Account
    • In KLEAN app go to-> More -> My profile -> Here you can edit your profile information, including name surname, email address, phone number, profile picture, and your gender

    • On the home screen, when you open KLEAN app, on the bottom right corner, please press "Forgot my password", where you can enter your email address, and we will email you the link, where you will be able to reset your password.

    • In most cases, your profile has been blocked to due to a breach to the terms of use.

      If you wish to receive additional details, please contact our Customer support.

    • If you have decided that you want to deactivate your account, please send us an email to info@klean.lv and we will gladly do it for you.

  • Quality
    • Firstly, we have selected the Kleaners ourselves. Before they join KLEAN they have to pass our qualification and background criteria And have also passed our in-house qualification test. All of the services are appropriatly insured.

      Secondly, we take responsibility for our Kleaners. If anything happens, e.g. kleaner doesn't turn up, Kleaner cancels the service, We will make sure, that you stay satisfied.

      Thirdly, You have full control over your orders. See what the Kleaner is doing in real time. Rate your kleaner, if you had a pleasent experience. Book the same Kleaner repeatedly. You are never bound to use the same Kleaner twice, if the service wasn't satisfactory.


    • Of course you can!

      On Step 4 you can either let us select the best kleaner for you, or you can select the desired kleaner by pressing Select kleaner. There you will find both kleaner with and without VAT numbers. You can also see their prefered areas to work in. And the review they have received.

      Please note, that selection is suject to Kleaner availability.

    • All of our kleaners have been advised on the importance of an insurance policy.

      While we cannot make sure, that everything is insured, We have made sure, to inform the Kleaners of the consequences, if they don't have an issurance.

      Nevertheless, if something goes wrong, we will make sure to find the best resolution for both sides.

    • You will be able to rate Kleaners quality right after job is done. In case you want to change your review please contact our customer support and we will change it manually.

    • It's our task to pick the best kleaners on the market. We continously interviews new kleaners to add to our marketplace. Our kleaners are devided into three groups, depending on their experience up to 2 year experience; 2-5 year experience; 5+ year experience. Nevertheless, all our kleaners have to pass our in-house qualification test, in order to get access to our marketplace.

    • Firstly, all of the Kleaners have to pass our theoretical test, where we assess their theoretical knowledge.

      Secondly, the Kleaners with up to 2 year experience, have to pass our practical test, where we in-field test them, therefore asessing their practical knowledge.

      Thirdly, to contiously improve the cleaning quality, we provide monthly lectures, where industry experts talk about the newest techniques, and tools to do the Services effectevely.

    • Please note, that our Kleaners are themselves responsible for their own satefy and security, while providing the services. Also, in most cases, they are directly responsible for the damages made during their Services. We advice every Kleaner on the importance of a proper insurance policy. While we do eveything possible, we cannot guarantee, that every Kleaner has an insurance policy.

    • Please note, that our Kleaners are not stangers. No Kleaner has access to our marketplace without our prior assesment of his or her skills. We try to build a strong relationship with each Kleaner. Note, that we take responsibility for our Kleaners, if anything goes wrong, we will try to amend it.

    • In most cases your property should be insured one way or another. But please note, that all insurance policies are subject to terms. Therefore, plese refer to our terms of use. Please also take precoution measures, when allowing Kleaners to enter your property.

  • New order
    • To make a new order, you have to follow the steps in the app. 1. Locate the property using the map on the home screen 2. Choose the desired service 3. Enter the service and property details 4. Correct/add address details 5. Choose your Kleaner, or let us choose the best one for you 6. Add your credit card and make the booking fee payment

    • There are currently two options. Either you will be home during the cleaning, or you can enter the details on where you will leave the keys. For the first cleaning, we suggest, that you stay home, and show the Kleaner around.

    • KLEAN currently operates in Riga, The Metropolitan area of Riga; and Jurmala

    • Firstly, Kleaners have the choice to apply to these order themsleves. Kleaner is responsible for assesing, if he/her is capable of fulfilling the order. Kleaner have the choicce to skip these orders, if they believe, that they are not capable to fulfill the order.

      Secondly, we look at the location of the order, then determine the closest available Kleaners, available during the time of the cleaning, we then individually advise the best Kleaners around on the Cleaning possibility, if the Kleaner accepts, we attach the order to said Kleaner.

    • We offer both residential and commercial cleaning services. Both for inddors and outdoors. Thus including Office cleaning services.

    • We offer both indoor and outdoor cleaning services. For Indoors, we offer both Regular and General cleaning services. For outdoors, the offered service changes, depending on the tme of the year, thus: Snow plowing in winter; Lawn mowing in summer; Leaf removal in autumn and spring.

    • Kleaners do provide the cleaning supplies. If you already have all of the nesecesary supplies, please say it in the "additional details" text box, during the booking process.

      Regarding the cleaning equipment, like a vacuum and a broom and a bucket, you have the option to select, that you already have said equipment. Therefore, the Kleaner wouldn't have to carry the equipment to every property.

    • During the process, please select the option "I have pets". Properties with pets usually take longer to clean, therefore the price might increase.

      Please make sure, that the pet is not a threat to the Kleaner, while the Kleaner provides the services.

    • Besides the Extras we offer, like cleaning your fridge; oven; windows or kitchen cabinets, you can provide the Kleaner with any additional requests by writing the details in the "Additional details" section.

    • Unfortunately, at this point in time, we only offer one time services. Recurrung bookings should be available in the next month's time.

    • Unfortunately, currently only one Kleaner can be selected/added to an order. We are doing everything possible, to implement the function of assigning multiple Kleaners to one order.

    • We don't have a minimum comitment for any of our services. You can cancel the services at any time. A fee might be applied, if you cancel less than 24 hours before the time of the service.

    • Book a service as soon as 1 hour from now. Note, that if you book a service 1 hour from, it is not possible to cancel the service.

    • Kleaners do come from different backgrounds. You can see each Kleaner's prefered language under each Kleaner's profile.

    • Please make sure, that all the surfaces, that need to be cleaned are free of obsticles, that might make the Kleaner's job harder. Please remove remove such obscurances like: clothes; dirty dishes; or other objects, that the Kleaner might not know how to handle.

    • Of course you can!

      On Step 4 you can either let us select the best kleaner for you, or you can select the desired kleaner by pressing Select kleaner. There you will find both kleaner with and without VAT numbers. You can also see their prefered areas to work in. And the review they have received.

      Please note, that selection is suject to kelaner availability.

  • Currect order
    • Yes, you can edit your order, first select the order you want to edit, from the My orders tab, then on the top right corner click the edit icon.

      Please note, that the less time there is until the Kleaner is bound to arrive, the less position you are able to edit.

      More than 24h left:
      Clean type
      Time
      Square meters
      Do you have pets?
      Is it a mess?
      Do you have the supplies?
      Key location
      Extras

      24 to 12h left
      Square meters
      Do you have pets?
      Is it a mess?
      Do you have the supplies?
      Key location
      Extras

      Less than 12h left
      Square meters
      Do you have pets?
      Is it a mess?
      Key location
      Extras

    • You can add the necessary extras during the booking process.

      The extras include the cleaning of: fridge; over; windows; kitchen cabinets and dish washing

    • Besides the Extras we offer, like cleaning your fridge; oven; windows; kitchen cabinets and dish washing, you can provide the Kleaner with any additional requests by writing the details in the "Additional details" section.

    • Please note, that you can alter the time of the Service, if there are more than 24 hours to the time, that the service is bound to start.

    • You have the right ask for ID documents, when the Kleaner arrives at your property.

      If he/she fails to do so, you have the right to refuse the Services.

    • Kleaners are responsible for getting to and from your property.

      Kleaner is responsible for parking charges, if Kleaner has come with a car.

    • Please note, that address change is not possible. If you want to change address, you will have to cancel the current order, and place a new order.

    • Firstly, make sure, that you did/didn't mark that you have the cleaning equipment.

      If the Kleaner has forgotten to bring the necessary supplies, please inform us, and we will deliver the supplies within 30 minutes, and compensate you appropriatly for the misunderstanding.

    • If your Kleaner is less than 20 minutes late, then please try to contact the Kleaner directly using the call or sms function.

      If the Kleaner is more than 20 minutes late, you can either press the "Kleaner no show" or contact us, so that we can take control over the situation.

    • If you cannot contact the Kleaner, and the Kleaner is running late, after 20 minutes you ahve the right to cancel the order, based on the fact, that the Kleaner is late. Or you can contact us, and we will try to resolve the issue.

  • Past order
    • Please contact us as soon us as soon as possible. We will provide you with the Kleaner's contact details. If you cannot contact the Kleaner, we will do everything possible to resolve the issue.

    • If the Kleaner has left an item at your property, which you cannot qualify as a gift from Kleaner. Then please contact us, and we will inform the Kleaner, and we (KLEAN) will come and pick up the item.

    • If you believe, that something has been damaged or missing, you will have to file a claim.

      Please note, that you will have to provide evidence, that the item was damaged during the service, e.g. pictures of the item before and after the Kleaner's service, or for missing items a purchase receipt.

    • If you believe, that the Kleaner did not finish cleaning completely, please contact us, and we will try to mediate, so both parties reach an agreeable result.

      Please note, that the Kleaner has to reach an accepatable result for the industry; It is acceptable, that the Kleaner does not do a spotless service.

    • If the Kleaner never arrived, please contact us to find the desired solution. We will try to send a new Kleaner as soon as possible.

    • If the Kleaner acts unprofessionally during the Service, you can ask the Kleaner to leave.

      Afterwards, please contact us directly, and we will try to find the desired resolution.

    • If you are not satisfied with the Service, that you received, please contact our Customer support, and we will try to do everything possible to satisfy you.

      If you are writing us an email, please include as much information about the unsatisfaction as possible.

    • Firstly, make sure, that you did/didn't mark that you have the cleaning equipment.

      If the Kleaner has forgotten to bring the necessary supplies, please inform us, and we will deliver the supplies within 30 minutes, and compensate you appropriatly for the misunderstanding.

Kleaners

  • General
    • We provide you, the Kleaner, with the possibility to find clients for your cleaning services around you.

      KLEAN is the provider of KLEAN marketplace.

      Please note, that Kleaners are not our employees. Kleaner work separetely from KLEAN.

      If you are interested in learning more about KLEAN, please visit our website, or contact our Customer support.

    • The Clients can place the new order at any time. 24/7. So, be aware!

      Our Kleaner support team is there to help you also 24/7.

      Call us at +37125269269 or email kleaner@klean.lv

    • We make finding, accepting and organising orders much easier for you!

      We also provide the Customer service, so you don't have to.

      We take responsibility for organising everything, so you can do what you do the best - clean

    • Please contact our Kleaner support at +37125269269 or kleaner@klean.lv

    • KLEAN operates in Riga, Metropolitain area of Riga, and Jurmala

    • If you are having problems with operating your app, please email us or call us, and we will explain how everything should work.

    • KLEAN is a marketplace.

      Clients can place an order for their desired services, in the process they have the choice either let us select their Kleaner, or they can select a Kleaner.

      Those orders which do not have a Kleaner attached are called Open orders. Kleaners have the choice to apply to these orders.

      In both cases, Kleaner uses KLEAN as a communication tool and as an order management tool for orders.

    • Kleaners can earn anywhere between EUR 8.34 and EUR 28.85 per hour of work.

      Depending of the Service supplied and time of the day, in which the service is being done.

      Also depends on the way the Kleaner organizes business. As the way we change Kleaners depends on the way they organize their work.

  • Safety
    • Please note, that we take your safety very serious.

      We do everything possible, so that you feel as safe as possible, while providing the services.

      In emergency cases please dial 112, for help.

      If you have any questions, please contact our Kleaner Customer support.

    • Please note, that you, the Kleaner, are responsible for providing your own insurance policy.

      KLEAN only covers those cases, where it affects us directly, or where your policy is ineffective.

      For additional questions, and advice on insurance, please contact our Kleaner Customer support.

    • Know that, if you feel unsafe while being at the Client's property, you can leave the property, without finishing the service.

      In emergency cases, please dial 112.

      If you ever feel unsafe, firstly remove yourself from the situation, and only then inform the police, and afterwards, please, KLEAN.

    • Safety should be your number one priority.

      In case of an emergency, please dial 112, and explain your situation.

      There is nothing more important than your health.

      Afterwards, please inform KLEAN of the situation.

    • If anything broke, or was lost, please inform KLEAN, and, if possible, please inform the Client.

      We will handle the situation.

      We will ask for both parties to fill out a damage/lost item form, where each party will have to explain the situation.

    • Please note, that you yourself are resposible for everything that you do during the service.

      You should have the appropriate insurance.

      If you don't have one, then we have an insurance policy, that you can buy.

      KLEAN's insurance only covers cases, where KLEAN can be taken responsible, or your insurance is ineffective.

  • Account
    • Clients can see your profile picture, name and the first letter of surname, the number of orders you have completed, your avarege rating, the prefered language of communication, your age group, your experience amount, the parts of city, where you work, and what other Clients have told about you.

    • Please note, that we inform you of your application status using email and sms.

      If you haven't heard from us, we are still processing the application.

      There usually shouldn't be more than 3 business days between the updates on your application.

    • If any information regarding you account has changed, please send us the the updated information using email.

    • Under the "More" tab, in My calendar, you can mark days as holidays, meaning, that you don't want to work said days.

      No orders will be added to your account on these days.

      If you wish to reverse the marking, swipe left, to delete the mark.

    • If you have been inactive for some time, please make sure, that you read the updated terms of use, if aplicable.

      Please make sure, to mark your availability in the My calendar.

      If you have forgoten how to do somthing, please contact our Kleaner support team.

    • To deativate your account, you will have to write an email stating, that you want your account deactivated, and we will gladly do so.

    • In most cases, your profile has been removed to due to a breach to the terms of use.

      If you wish to receive additional details, please contact our Customer support team.

    • Note, that you will be able to apply to orders, only after we have fully activated you.

      This will happen after you have passed our qualification test.

      Without the activation, you can use the marketplace, but you will not be able to apply to orders.

    • Please note, that before our qualification test, we will provide you with the basic knowledge on how to do most services. And fulfill the task list for each order.

      You can also find materials online, which should help you learn the correct techniques.

      We are workign on building a database for said purpose.

    • The more often, the better.

      New orders can appear at any minute, therefore we cannot tell the best times to check for new orders.

      You should check at least every 2 days, as if you aren't active for more than 3 days, you will not be suggested to Clients, as a Kleaner, that are looking to make a new order.

    • We will activate your account, just after you have past the qualification test.

      That will be also when you will be able to start accepting order under your account.

    • You can accept orders whenever you want.

      Please make sure, that you have marked your days off as holidays in your calendar.

      After 3 days of inactivity you will be automatically removed from the suggested Kleaner list.

    • Once you start your app for the first time, you will be asked to allow puch notofications on your phone. We recommend this, so that you can more effectively see the updates on your account.

      You can enable/disable the notifications in your phone's settings.

    • You have two ways. Either a Client picks you as their Kleaner, or we will suggest, and sometimes add, orders under your account.

      Either way, please make sure, that you update your calendar frequently, to avoid misunderstandings.

    • It means, that Kleaners are not KLEAN employees.

      Kleaners organise their own business, and take responsibility for the business.

      Including tax reporting, accounting, cleaning supplies, etc.

      Please note, that even if you are not KLEAN's employees, we value you the same, if not more, as you make KLEAN possible.

  • Reviews
    • Please note, that both good and bad reviews show up under your profile.

      So, that the Client is able to know the truth.

      We are able to moderate the reviews, but we will only remove the reviews, which have been incorrectly placed or have no basis for the bad review.

      If you believe, that there's a wrong review under your profile, please contact us.

    • Note, that the more bad reviews you have, the smaller the chance, that other new Client will pick you as their Kleaner.

      KLEAN also has minimal average review limit, after which your account might face deactivation.

    • The number shows how many orders have you successfully completed.

      The more you have completed, with a high average review, the better the chances, that a Client will pick you as their Kleaner.

    • Under the More tab, please click on the Review section, where you will be able to see individual reviews, as well as your average review.

    • Please note, that as your Service might cover a broad range of smaller jobs, including floor cleaning, furniture dusting,etc., therefore, you need to to a near perfect job on each of these tasks.

      But that does not mean, that you will receive 5 star rating. Things like timeliness, attitude, dress code, they all effect the overall review from the Client.

      There's no best way to gaurantee a 5 star Service, but if you do everything correctly, you should receive 5 stars.

    • The only way a your average rating could go down is if you received below average rating recently.

      Please check your recently finished orders, for any below average ratings.

    • To know, which parts of your service you should improve on, please refer to the individual ratings.

      If Client doesn't like something specific, the Client can add the description of the rating, while making the review.

      Please read the description of every review, to find out the areas, where you could improve.

    • To maintain a high rating, you must receive constant good reviews from the Clients.

      To receive good reviews, you must keep your standards high, and be persistant.

      If you can do a good job over and over, then you should receive one excelent reviews after another.

  • New order
    • Kleaners can cancel at any time, until 3 hours before the Service is bound to start. Please note, that if you cancel within 24 hours until the Service starts, there is a cancellation fee of EUR 5. If there are less than 12 hours left, there is a late cancellation fee of EUR 10.
    • Most people will order Residential indoor cleaning Services. This is our most popular order on the marketplace.
    • Paid extras are Services, that the Clients pay extra for. They include the cleaning of fridge; oven; kitchen cabinets; windows and dish washing.

    • You can bring helpers with you. But please note a few things.

      You are responssible for the earnings of your subcontractors. All of your helpers have to be registered on the KLEAN marketplace, prior to starting the Services. You have to inform KLEAN using email, if you decide to bring helpers with you.

    • Please note, that some details will be avvailable to you only after you have successfully applied to order.

    • Please contact the Client in cases where:

      You cannot find the property

      You cannot gain access to the Property

      If the Client is not at the property, but:

      Something broke

      The Client has incorrectly booked the Service

      You have a particular question regarding the property

    • Please note, that KLEAN does not cover your travel expenses.

      You might qualify for partial expense coverage, we will inform you, if that is the case.

    • Please note, that precise address of the property is shown only 24 hours before the start of the Service. Moreover, you have be applied to the order, to see the details. Until said times, you will only be able to see aproximate location.

    • If you need to cancel an order, please do it using our Kleaner app, or call the Kleaner support team.

    • Once it's close to the Service start time, you will see, that under each Order, on the top right corner two icons will appear, one for calling, the second, for sending sms.

    • The Client will be either be home, or the Client will leave the keys somewhere. The client should write the location in the Additional details field. If nothing is written there, feel free to call them. Make sure, that you return the keys to the same place.

    • The Client has the option to select, that he/she has pets.

      Make sure, that bring the needed equipment for such cases.

      If it turns out, that the Client forgot to mention, that he/she has pets, and you cannot work with pets being present, then feel free to inform the Client, and if necessary, leave the property, informing us about the issue.

    • If the Client is not at the property, or you cannot gain access to the property, feel free to press the Client not there/ Cannot gain access button in Kleaner app. Please make sure, that you try to resolve the issue for at least 15 minutes, before calceling the order. You will receive EUR 5 reimbursement for such cases.

    • If the Client cancels within the last 24 hours before the Service is bound to start, you will be entitled to a reimbursement of EUR 5.

    • A few hours before the job, we’ll share the Client's address and you’ll be able to call or sms directly with your Client.Try to leave early to make sure you aren’t late!

      Clients expect you to come equipped with all of the supplies you’ll need to get the job done. If you don’t have any, take a trip to the store the night before your job to stock up.

      If your Clientis going to be at home at the booking start time we recommend asking them for a tour of the home.

      Once you're finished, you might want to do one last sweep before you pack up and leave.

    • Wear whatever you're comfortable in. But make sure that you dress professionally, including clean clothes and your best mood. You optionally can wear the T-shirt that weprovided to you.

    • You will need to carry cleaning supplies with you. Clients can select that they have a vacuum and a mop and a bucket. Either way, we recommend, that you bring your own. If the Client has his/her own supplies, feel free to use them, if the Client direct you to do so.

  • Current order
    • We recommend that you stay the whole time, to escape potential miscommunication.

      This is the time, where you can make sure, that you will earn those 5 stars.

    • When you press the Start work button, you will be presented with a task list, that you have to fulfill. If there are some things that don't apply, feel free to mark them as done. If there are things, that are not on the checklist, but need to be done, do them, to make sure, that you earn the 5 stars.

    • If you cannot enter the property, firstly, please try to reach out ot the Client, if the Client doesn't respond, please contact us. If you believe, that you have waited long enough, feel free to press Client not there/ Cannot gain access button in Kleaner app to cancel the order.

    • You can bring helpers with you. But please note a few things.

      You are responssible for the earnings of your subcontractors. All of your helpers have to be registered on the KLEAN marketplace, prior to starting the Services. You have to inform KLEAN using email, if you decide to bring helpers with you.

    • If you believe, that our time calculations are incorrect, please inform the customer, and then inform us. The cleint will be able t change the Clean type, from Regualr to General, or add Extras, that might increase the time, to one, ehich you both can agree on.

    • Please note, that precise address of the property is shown only 24 hours before the start of the Service. Moreover, you have be applied to the order, to see the details. Until said times, you will only be able to see aproximate location.

    • If you believe, that the Client has booking the incorrect service, or has booked the current Service, with wrong parameter, like square meterage, Please infor the Client of that, if you cannot find a solution, please inform us about it, and we will try to solve it.

    • Please contact the Client in cases where:

      You cannot find the property

      You cannot gain access to the Property

      If the Client is not at the property, but:

      Something broke

      The Client has incorrectly booked the Service

      You have a particular question regarding the property

    • If you feel that you will not make on time for the Service, please inform the customer firstly, then inform us, so we know. The Client has the right to cancel, if you are running too late for his/her acceptance levles.

    • If you need to cancel an order, please do it using our Kleaner app, or call the Kleaner support team.

    • Once it's close to the Service start time, you will see, that under each Order, on the top right corner two icons will appear, one for calling, the second, for sending sms.

    • If you need to contact the customer, but are not able, please inform us about that.

      If you cannot gain access to the property, you have the right to cancel, according to the guidelines.

      If you need advice on how to complete the Service, but cannot reach the Client, please do everything according to your best intentions and estimates, or reach out to us, for advice.

    • Please note, that only the Client is able to add or remove extras. We also can help the Client do it, but only with the Client's consent.