Frequently Asked Questions

After you submit a request through the form, we will contact you directly. This can be by phone or email. We will discuss details about your apartment as well as your preferences for the assigned cleaner and schedule an appointment. If you are satisfied with the assigned cleaning professional, they will continue to come to you on the agreed schedule.

All cleaning professionals are self-employed service providers who receive booking requests from you as a client through the Cinderella Cleaning platform. Based on your request and the information you provide, the most suitable cleaning professional is selected for you. Once a service provider confirms the request, you will receive all further information by email or phone.

You do not need to be present during the cleaning. However, we recommend welcoming the cleaner in person at the first appointment and briefly showing them around the premises to point out any special requirements.

If you entrust your cleaner with a key, we recommend creating a handover protocol and having it signed. You can do this directly at the first cleaning or at any time later.

There are no additional costs beyond the agreed hourly rate. Travel costs are already included. Only cleaning supplies need to be provided, unless otherwise agreed.

According to § 35a of the German Income Tax Act (EStG), you can claim the invoice as a household-related service for tax purposes and save 20% through the tax refund.

This depends on whether the service provider falls under the small business regulation according to §19 UStG. If this is the case, no VAT is shown. In any case, you will receive a proper invoice at the beginning of the following month by email.

You receive a monthly invoice, which is automatically debited via SEPA direct debit, or you transfer the invoice amount within 7 days of receiving the invoice.

The cleaning professionals adhere to appropriate hygiene rules. This includes wearing a face mask and maintaining sufficient distance from other people in the apartment. Upon request, it can also be arranged that your cleaner gets tested beforehand. If you have been infected with the Covid-19 virus, please inform your service provider or us directly.

Every client is individual and has specific preferences. Standard cleaning includes vacuuming and mopping the floor, dusting all surfaces in all rooms, and bathroom and kitchen cleaning. Additional tasks can include: oven cleaning, window cleaning, wiping kitchen cabinets, descaling the bathroom, changing bed linens, or washing, hanging, and ironing laundry. Let us know your preferences so we can find the right cleaner for you.

Since your apartment is unique, you can decide which cleaning products to use. The cleaners do not bring their own supplies and equipment. Please provide all necessary cleaning supplies: cleaning products (all-purpose cleaner, glass cleaner, dish soap, toilet cleaner), cleaning equipment (vacuum cleaner, broom, dustpan, mop & bucket), and cleaning cloths (duster, sponges, microfiber cloths).

If you want to skip or cancel a cleaning, you just need to notify us at least 48 hours in advance. No costs will be incurred. Only if a cleaning is cancelled on short notice will a fee be charged. If you will be away for a longer period, you can also temporarily pause your appointments free of charge.

You can reschedule an appointment without any problems 48 hours in advance, depending on your service provider's availability.

You can cancel your contract without any problems by email 48 hours before the next appointment.

At this time, we unfortunately cannot offer gift vouchers. However, you are welcome to book and pay for an appointment for someone else.

Your feedback is important to us and our service providers! If you are not satisfied with the result, have suggestions for improvement, or wishes for the future, please let us know. Our goal is always to find a solution.

If something was actually damaged during cleaning, simply contact your service provider and they will handle the damage through their business liability insurance. Of course, we also stand by your side and assist with the process. You should report any damage within 24 hours.