Questions, answered.

A £20 non-refundable deposit secures your booking and is deducted from the total cost of your clean. It is not an extra charge.

The remaining balance is due on the day of your clean, unless a different approved payment arrangement applies to your booking.

Online payments go through our secure payment page, where you can pay by card, Apple Pay, Google Pay, Link, or spread the cost with Klarna. The amount is the same whichever you choose.

Yes. The minimum is £99 in London and £75 in Liverpool. If your selected services come to less, the booking total is the minimum. It is not a fee added on top.

If the address is inside the London Congestion Charge zone, the £18 charge is added automatically when you book. It doesn't apply outside the zone or in Liverpool.

Yes. When booking, tell us which floor the property is on and whether there's a lift. Any access charge is worked out automatically from our current booking rules and shown before you pay.

Please contact Customer Care as early as possible and we'll do our best to move your appointment. The £20 deposit is non-refundable. Customer Care will confirm what applies to your booking.

Please remove personal belongings, fragile or valuable items and, where practical, smaller items from the areas we're cleaning. Our technicians can move small, manageable items where it is safe to do so. Large or heavy furniture is not routinely moved.

If there's enough safe access underneath, we can clean the accessible areas without dismantling or lifting heavy furniture. If access is restricted, your technician will explain what can realistically be done.

No. Professional vacuuming is part of our cleaning process where applicable. We just ask that personal belongings and smaller loose items are cleared from the areas we're cleaning.

When booking, you choose one of: free parking available, a private driveway or allocated space, paid parking nearby (covered by you), or resident permit only (permit provided by you). It helps your technician reach you without delay.

Depending on the service and equipment, your technician may need access to suitable water and electricity at the property.

Ideally, yes, at the start and the end. At the start, your technician will go through the items with you. At the end, you can review the work and sign the report. If you can't be there, let us know when booking and we'll agree access and how to reach you.

Photos help us understand the item, its condition, access and any particular stains or concerns before your appointment, so we can give you the most useful advice and prepare properly.

Your confirmation shows your arrival time. Traffic and earlier jobs can occasionally affect it, so if your technician is running late, we'll let you know. If we change your appointment time, your latest confirmation always shows the current time.

It depends on what we're cleaning, its condition, access and any extra treatments. Your booking gives us the scope of work, and your technician will assess the items when they arrive.

Your technician inspects the items before work begins. They check the material and condition and point out any existing damage, staining or other issues that may affect the result, so you know what to expect.

Yes. Your Cleaning Report is a record of the service, including the areas treated, technician notes and before-and-after photos where available. With My Home, you can also find your cleaning history and service documents there.

Professional cleaning can make a big difference, but it can't reverse permanent wear, colour loss, fibre damage or other existing damage. Your technician will inspect the items before cleaning and tell you about anything that may limit the result.

Professional stain treatment is included where appropriate. Many stains can be removed or greatly improved, but the result depends on the fibre, the substance, how old the stain is, previous treatments and any permanent colour or fibre damage.

Different fibres and fabrics need different cleaning methods. Your technician will assess the material and condition before cleaning. For unusual, delicate or specialist items, we may ask for photos or more information first.

We choose professional cleaning products to suit the fibres and fabrics being treated, and use them according to the manufacturer's instructions. Please keep children and pets away from freshly cleaned areas until they are fully dry.

Drying time varies with the material, thickness, room temperature, humidity and airflow, so we don't promise a fixed time. Good ventilation helps. Where Accelerated Drying is included, professional air movers help significantly reduce drying time.

Yes. Our Advanced and Premium packages include Complete Pet Care, with extra treatment for pet hair, dander and pet-related odours. Very deeply embedded hair in some fabrics may not all come out.

Yes. Specialist urine treatment is included where required as part of Complete Pet Care. Results depend on how far the contamination has reached. If it has gone into the carpet backing, underlay, floor beneath or upholstery filling, treatment can greatly improve it, but permanent removal can't be guaranteed.

It's best to keep foot traffic to a minimum until the carpet is fully dry. If you do need to walk across it, take care, especially when stepping from damp carpet onto hard flooring, which can be slippery.

Let cleaned upholstery dry fully before normal use. Drying time depends on the fabric, filling and room conditions.

Please keep children and pets away from freshly cleaned carpets and upholstery until they are fully dry.

Protective tabs or pads keep furniture off damp carpet after cleaning. If your technician has used them, leave them in place until the carpet is fully dry.

Wait until the cleaned carpet is fully dry before putting rugs or other coverings back over it.

Blot the spill gently with a clean white absorbent cloth rather than rubbing or scrubbing. Avoid mixing cleaning products or using household detergents unless you know they're suitable for the fabric. For anything stubborn, contact us.

Sometimes a mark can become more noticeable while drying. Please don't scrub it or apply other products. Let the area dry fully, then contact us with a photo if you're concerned.

Essential: Initial inspection, Protection of your home, Moving small furniture, High-filtration vacuuming, Pre-treatment, HWE (Hot Water Extraction). Advanced adds CRB (Counter Rotating Brush), Stain protection, Spot & stain treatment, Complete Pet Care. Premium adds Antibacterial treatment, Deodorising, Accelerated drying treatment, Detailed edge & fringe cleaning, Priority & express booking. These packages apply to carpet cleaning.

Advanced upholstery includes Accelerated Drying, Fabric Protection & Disinfection. It applies to sofas, armchairs and similar upholstery, not mattresses, bed frames or rugs.

No. Fabric Protection helps fibres resist everyday spills and soiling, and can give you more time to deal with a spill. It doesn't make carpets or upholstery waterproof or stain-proof, so spills should still be blotted promptly.

After extraction, professional air movers are used to help significantly reduce drying time. Final drying still depends on the fabric, filling, temperature, humidity and airflow.

My Home is your free Lion Yellow account. You can see your cleaning history, reports and receipts, manage your Rewards and book your next clean.

Open My Home and choose Create My Home. Enter your name, email and mobile, then type in the code we email you. There's no password: you sign in with a code each time.

Yes, if you use the same email address you booked with. Your past cleans, reports and homes are linked to you automatically.

Your Cleaning Report link is in your completion email. With My Home, your reports and payment receipts are also kept in your account.

Yes. Use Book Again in My Home to repeat a previous clean, or Book a Clean for something new. If you book for a different address, it's added to your account as another home.

Please contact Customer Care. We'll check who you are before making any changes to your account.

With My Home, you earn 1 point for every £1 paid on completed cleans (2 points on Premium). 100 points = £5. Your balance is shown in My Home.

You can use your points towards a booking, up to 20% of the booking value.

Points are only earned on completed, paid work, so a cancelled or refunded booking doesn't earn points. For any question about your balance, contact Customer Care.

Please let us know. Where relevant, let the area dry fully before judging the final result, then send us a photo and a short description. Our Customer Care team will review it and get back to you about the right next step.