For Customers
Customer handbook
Access to the home: keys, codes, alarm and pets
You do not need to be at home when we clean. Most of our customers choose a fixed access arrangement so we can enter at the agreed time without you having to take time off work. The most common methods are a key box with a code, a handed-over key, or a smart lock. Agree on the solution in writing before the assignment, and never leave a key in a location we have not confirmed.
Customer Portal
This guide applies to customers who have received an invitation to the customer portal, for instance for regular cleaning. There, you can keep track of cleanings, send messages, and report non-conformities for the customers and locations your account has access to.
Help with payment
Are you unable to pay using the link, is your card rejected, or does the authorization stop with the bank or in the payment app? Find the step you are stuck on below. You pay via the payment link and choose from the payment methods displayed for the order. New links may offer Vipps in NOK and Swish in SEK, in addition to cards. Klarna may also be displayed when available for the order.
How a move-out cleaning works
As a rough estimate, we allow up to about one hour of work per 10 m². The time required is very uncertain before work starts and may be longer. This is not a maximum or a guarantee of when the move-out cleaning will finish.
How to book cleaning with Vaskeladden
Start by describing what you need cleaned, the area, and the address. You will receive a quote with price and scope that you can review before booking.
How to prepare your home before the cleaner arrives
Take five to ten minutes to clear loose items from floors and counters, ensure the cleaner can access your home, and put away valuables. This way, the time is spent on the actual cleaning, not on tidying up. For regular cleaning assignments with an agreed-upon time, good preparation generally means a better result for the same number of hours.
My cleaning: the page for your booking
Once you have accepted a quote for move-out cleaning, viewings cleaning, photo cleaning, or deep clean, you get a dedicated page for your order. The link is called "See your cleaning" and is located in the email confirmation and in the reminders prior to the cleaning. The page is called My cleaning.
Notifications you receive from Vaskeladden
Here you can see which notifications we send you, and on which channel. We only send what you need to follow up on your agreement.
Pre-sale cleaning and photo cleaning
Open house cleaning and photo cleaning get the home ready for an open house or photography before sale. Both are lighter cleans than a move-out cleaning. The quote and the task list describe what is included in your booking.
Starting up regular cleaning for businesses
Once you have signed the agreement for regular cleaning, Vaskeladden will confirm the start date and arrange an onboarding meeting. Before the first clean, we review the tasks, access to the premises, and any special needs together with you. The signed service agreement with its attachments describes the delivery you have ordered.
What is included in a move-out cleaning
Move-out cleaning: cabinets and drawers inside and out; walls and ceilings are dry-mopped. Wet washing of walls and ceilings is not performed: it can cause streaks on painted surfaces. Your signed agreement sets out the assignment's specific scope. A basement included in the ordered living area is included; unfinished basements, storage rooms, storage areas, and uncompleted basements are priced separately. If the type or area is unclear, we will ask.
What is included in a standard home cleaning
A regular home cleaning covers daily maintenance: vacuuming and washing floors, wiping free surfaces, cleaning bathrooms and toilets, and kitchen surfaces and sinks. What we do not do on a standard cleaning is the heavier work such as oven interiors, window cleaning, and deep cleaning of cabinets. Such tasks are agreed upon as add-ons in advance. Below you can see what is included room by room.
Your quote: how to accept the quote
When you have requested a price for move-out cleaning, viewings cleaning, photo prep cleaning, or a deep clean, you will receive the quote by email and SMS. The button is labelled "See your quote here" and opens the Your Quote page. You approve the quote yourself on that page, without writing to us first.
Frequently asked questions
About Vaskeladden
Vaskeladden is a Norwegian cleaning service operator with both B2C and B2B operations. The company has no internal cleaners of its own, but assigns assignments to a network of qualified partners who deliver regular cleaning, move-out cleaning, window cleaning, and specialized assignments.
How to report a deviation or complaint regarding an assignment
If something has not been done as agreed, let us know as soon as you discover it. Provide the address, the date of the cleaning, and what is wrong or missing. Attach photos showing each point, and notify us before you or anyone else rectifies it yourselves. See the Satisfaction Guarantee and your agreement for terms.
Invoice errors, payment reminders and refunds
What to do if the invoice amount is not correct, what happens if you do not pay on time, and when you can get a refund or a price reduction.
Invoice, receipt and price
How to download invoices and receipts, find previous invoices, and see how the price is calculated and affected by the country.
Payment and invoice
For one-off assignments for residential customers, such as move-out cleaning, you pay via the payment link after the cleaning. You can use card, or Vipps for payment in Norwegian kroner and Swish for payment in Swedish kronor when the option is displayed. Klarna may also be shown when available for your order. The payment page shows which payment methods you can use.
Tax deductions for cleaning in Norway and Sweden
The rules are different in Norway and Sweden. In Norway, you do not get a tax deduction when purchasing cleaning services from a company. In Sweden, private cleaning services, including move-out cleaning, can qualify for a RUT deduction on the labor cost when the requirements are met.
Policies
Cancellation policy
If you ordered a one-off clean as an individual, you can reschedule or cancel it yourself on your booking page up until the deadline. For any other changes, please ask Vaskeladden; these only apply once you have received written confirmation from us.
Change or cancel a cleaning
If you have booked a one-off clean as an individual, such as move-out cleaning, viewing clean, photo clean, or a deep clean, you can reschedule or cancel it yourself on the My Clean page. The link is named "See your cleaning" and is included in your booking confirmation and the reminder before the clean. Changes are free of charge up until the deadline, and you will receive instant confirmation.
Satisfaction guarantee – how it works
A satisfaction guarantee means that if you are not satisfied with the cleaning, we will rectify it – without a new invoice for the rectification itself. This is the same promise set out in our standard terms and conditions: you point out what was not up to standard, and we clean the area in question again.
Vaskeladden in the chat
Vaskeladden in the chat helps with general questions about Vaskeladden, the partner portal, the customer portal, messages, assignments, deviations, settlements, invoices and payment, and known routines in the knowledge base.