You have cleared the morning, the kettle has been on twice, and you look up every time a van goes past. Waiting in for anyone is a small but real cost to your day. We know that, and we do not take it lightly.

So it is fair to ask why we give you a window rather than a time, and what actually happens if we are running behind. This page answers both, plainly. It covers why the window exists, what our window promise means, how we keep you posted on the day, what to do if you cannot wait, and how we handle it when we are late.

It is also written for the days we get it wrong. We are a small, local team, and some days do not go to plan. When that happens, you deserve to know what we will do about it before it happens, not after.

Three things decide when we reach your door, and only one of them is fully in our hands.

• The job before yours, which we will not rush
• Traffic across Manchester, Merseyside and Lancashire
• Finding somewhere to park close to your door

The job before yours is the big one. A clean takes around one to three hours for a typical home, but the house before yours might add a sofa at the door. A stain might need another pass. A carpet might turn out to be wool and need a slower, gentler method. We could hurry that clean to stay on schedule. We do not. The next customer on the list is you, and you would not want your clean hurried for someone else either.

Then there are the roads. A drive across the city that is quick mid-morning can crawl at school pick-up, and one closed lane on the M60 can undo a careful plan. We set the window wide enough to absorb an ordinary bad day on the roads, so that a single hold-up does not make us late.

And there is parking. Our kit comes in from the van, so we need to stop near your door. On a terraced street with cars on both sides, or in a permit zone, finding that space can take a while. It is a small thing, but it is real, and a fixed-minute promise would pretend it is not.

We could squeeze more cleans into a day and print narrower windows. On paper that would look better. In practice it would mean more missed windows and more rushed cleans, which is the opposite of what you booked us for. So we plan the day around how long the work really takes.

When we confirm your clean, you get a morning or an afternoon arrival window. That window is the promise. We arrive inside it, and the end of it is the line we hold ourselves to.

Arriving at the start of the window is on time. Arriving near the end of it is on time too. That is the honest trade-off of a window: it is a promise we can actually keep, and the cost is that you may be waiting for part of it. We would rather tell you that now than have you expect us at the first minute and feel let down by the second.

What a window does mean is that you are never left with “sometime that day”. You can plan around a defined block. A work-from-home morning, the first half of a day off, a stretch when you would be in anyway: these suit a window well, and most of the drying then happens after we have gone.

It also gives the rest of the day a shape you can rely on. We tell you how long your clean should take when we quote, so once we arrive you know roughly when we will be finished, not just when we will start.

If there is a fixed point in your day, a school pick-up, a meeting you cannot move, a shift that starts at a set hour, tell us when you book. We will pick a window and plan the order of the day around it, rather than leaving you to hope it works out.

What a window is not

• Not “sometime that day” with no end to it
• Not a time we hope for and quietly miss
• Not a reason to rush the clean before yours
• Not something you should have to chase us about

When we leave the job before yours, we send you a message. It is the most useful thing we can tell you on the day, because it is based on where we actually are rather than where the plan said we would be. From that point you know we are on the road and heading to you.

When that message arrives, it is a good moment to get ready for us. Settle the dog in another room, move the car if we are using your drive, and make sure we can reach the door. It saves a few minutes at the start, and those minutes go into your clean.

If anything means we are going to slip past the end of your window, we call you. Not a text you might miss while you are making lunch, a call. We tell you why, and we give you an honest new time rather than a hopeful one. A new time we then miss is worse than the first delay, so we would rather give you a later time and beat it.

Those two contacts are the promise. Between them, you should never be left looking out of the window wondering whether we are coming.

• Your window, confirmed when you book
• A message when we leave the job before yours
• A call if we will run past your window
• An honest new time, not a hopeful one

If you would like to reach us at any point, you can. Reply to the message or ring the number on your confirmation, and you will get a straight answer about where we are.

If we have called to say we are running late and the new time does not work for you, say so. You do not owe us the rest of your afternoon. The sooner you tell us, the more options we have to make it work.

The same goes if you find out before the day that the window no longer suits you. Tell us as soon as you know. Moving a booking a few days ahead is easy for both of us, and much easier than trying to rescue the day itself.

There are usually a few good ways round it.

• Someone else lets us in: a neighbour, partner or parent
• We come later the same day, if the diary allows
• We move your clean to another day that suits you
• You show us round, then head out while we work

Someone does need to be there at the start, to let us in and walk the rooms with us, so we can agree exactly what is being cleaned. After that it is up to you. Our technicians are DBS-checked and we are fully insured, and plenty of customers head out once we are set up. We ring you before we wrap up, so you can see the result before we leave.

If moving the date is the best answer, we move it. No drama and no awkward conversation. When the delay was ours, it is our job to make the new date work for you, not yours to fit around us.

First, we say so. Being late is a problem. Being late without telling you is a worse one. If you have ever waited past your window with no word from us, that was a failure on our part, not bad luck, and we would like to hear about it.

Second, we do not shorten your clean to catch up. Every job gets the same sequence: the walk-through and spot test, the dry vacuum, the pre-spray and agitation, the hot water extraction, the deodorise and the groom. Arriving late does not change how much time your carpet needs, so it does not change how much time it gets. The reason we were late to you is the same reason we will not rush you for the next house.

Third, nothing about the price changes. Your quote is your quote, however the day has gone. A late start is our problem to absorb, not yours to pay for.

• The full method, step by step
• The spot test before we begin
• The price you were quoted
• The Golden Guarantee behind the clean

And we think about what the late start means for the rest of your day. Drying is usually six to twelve hours, sooner with warmth and airflow and longer without, much like washing on a line, so a later start can push it into your evening. We tell you that plainly, set the drying going before we leave, and tell you which rooms should be back in use first. If you have somewhere to be, we plan the order of the rooms around it.

And if the clean was not right because the day went wrong, the Golden Guarantee still stands: if you’re not satisfied with the clean, we come back free of charge until you’re 100% satisfied.

None of this is required. It just helps us arrive inside your window, and it helps the customer after you too.

• Tell us where we can park: a driveway, a space, the nearest street
• Mention permit zones, gates or a buzzer we will need
• For a flat, tell us the floor and whether there is a lift
• List everything you would like cleaned when you book
• Reply to your confirmation if anything changes

Listing everything at the booking stage matters more than it looks. When a room or a sofa is added at the door, we are always happy to do it, but it adds time that the next customer’s window was not planned around. Telling us early lets us plan the whole day properly, for you and for everyone after you.

The same works the other way. If your plans change on the day, tell us as soon as you can. A quick message lets us adjust the route rather than arrive at a house where nobody is in.

If we have been late to you before and you are booking with us again, please mention it. We would rather know than have you quietly expect it to happen again. It helps us choose the right window for you, and it holds us to the standard we set ourselves.

We will not always get the day perfect. What we can promise is that you will know where you stand: a window you can plan around, a message when we are on our way, a call if that changes, and a full clean however late in the day it starts.

Why Prestige Refresh

When customers tell us why they chose us, the same four reasons come up. Each one is a promise we can keep on every visit.

What Customers Say

We could tell you the guarantee is real. It means more coming from the people we’ve actually cleaned for. We’re rated 5.0 from 338 Google reviews, and these come straight from them, unedited.

Our Golden Guarantee

Quick Answers

How wide is my arrival window?

We give a morning or an afternoon arrival window, confirmed when you book. We arrive inside it. If something means we are going to run past the end of it, we call you with an honest new time.

Will I know when you are on your way?

Yes. We send you a message when we leave the job before yours, so you know we are on the road. If anything after that means we will slip past your window, we call you rather than leave you waiting.

Will you rush my clean if you are running late?

No. Your clean gets the full method whatever time we arrive, from the spot test to the final groom. Rushing it would only move the problem onto your carpet. If the later start affects when the rooms will be dry, we tell you plainly before we leave.

Do I have to stay in for the whole clean?

No. Someone needs to be there at the start to let us in and walk the rooms with us. After that you can stay or head out, and we ring you before we wrap up so you can see the result. Our technicians are DBS-checked and we are fully insured.