Question 1

Do I need to be at home?

Accepted Answer

No. Many clients give us secure access instructions and go about their day. We follow a clear protocol for keys and access codes.

Question 2

Will I have the same cleaner?

Accepted Answer

For recurring care we assign a main professional and keep them on your home whenever possible. If they are unavailable, a briefed colleague follows the same checklist.

Question 3

Do you bring supplies and equipment?

Accepted Answer

Yes. Our professionals arrive with professional equipment and products. If you prefer we use your own products, just let us know.

Question 4

How is the price calculated?

Accepted Answer

By the size and condition of your home, the service and any add-ons. You see a from-price up front and a fixed quote once we know your home.

Question 5

What is included in each service?

Accepted Answer

Every service has a published, detailed checklist by room. You can review exactly what is covered before you book.

Question 6

Are pets allowed to stay at home?

Accepted Answer

Of course. Let us know about your pets in advance so your professional arrives prepared.

Question 7

How do you handle keys and access codes?

Accepted Answer

Keys and codes are recorded, stored securely and only shared with your assigned professional. We follow a strict access protocol.

Question 8

Can I request fragrance-free products?

Accepted Answer

Yes. We can use fragrance-free or hypoallergenic products on request, at no extra cost.

Question 9

What happens if something is missed?

Accepted Answer

Tell us within a set window and we return to put it right. Clear follow-up is part of our standard.

Question 10

Can I reschedule?

Accepted Answer

Yes, up to our published notice period. Rescheduling is simple through our concierge team.

Question 11

Can you clean while I am abroad?

Accepted Answer

Yes. This is the core of our Residence Care service — we prepare, air and check your home so it is ready for your return.

Question 12

Do you offer invoices?

Accepted Answer

Yes. We issue a proper invoice for every service, for both individuals and companies.

Question 13

What languages does your team speak?

Accepted Answer

Our concierge support works in English, Portuguese, Russian and Ukrainian.

Frequently asked questions

Booking & pricing

The visit

Trust & access

Special cases

Ready when you are