How can we help?

Help & FAQs

Getting Started

How do I create a Mello account?

When you complete your first booking, an account will be automatically created for you. This means that you can save your details, so everything will be even quicker next time! All you have to do is go to your email and click the link to validate your account (remember to check junk if you don’t see the email). Thereafter, you can login using the link on the menu bar, or by visiting https://mello.launch27.com.

Do you service my area?

We operate in and near Teesside. For a better idea, check here.

If you still aren’t sure, just ask us!

How much will it cost?

We are currently using a flat hourly rate for cleaning of £14/hour, and discounts are given for our regular customers. You’ll be able to see this on the booking page and on the home page using the dropdowns. A weekly service works out at £11.90/hr (15% off), while fortnightly comes to £12.60/hr(10% off), and a monthly service is £13.30/hr(5% off).

Do you bring your own cleaning supplies, products and equipment?

Yep! We’ll bring everything we need. If you would like us to use your own supplies or have any special requests, then please let us know either on the booking form, or beforehand via email or live chat.

If you set up a regular service and you have a vacuum cleaner we can use then that is helpful for us, but by no means a requirement.

Can I request special tasks or extras?

Generally we won’t mind helping you out with anything that doesn’t require a particularly specialist skill or equipment. Within reason, we are pretty flexible with what we can do for you each hour!

Manage Your Account

How do I log into my account?

Click ‘Login’ on the top menu bar, then just enter your email and password and you’re good to go.

How do I change my address?

Log into your account at https://mello.launch27.com and update your address. Alternatively you can can give us a call and we will update your address for you.

How do I change my card details?

Log into your account at https://mello.launch27.com/login/ and update your card on file. Your new card will automatically be noted as your default card.

How do I book my first appointment?

Head to the booking page!

Pricing & Policies

Can I apply a discount code to an existing appointment?

You can apply a discount code to a future appointment by logging into your account and clicking your name in the top right hand corner. You can then select “redeem voucher” and enter your code. The system will automatically apply the code to your next appointment. You can not apply your coupon to past appointment that are already completed.

What if I don’t want my whole house cleaning?

If you’d like to exclude a couple of rooms from your home cleaning service, then we can arrange that. Please get in touch here and let’s see what we can do!

How can I redeem my discount code?

If you have a discount code, you can simply type it in on the booking page, and it will work automatically.

Do you offer carpet cleaning?

Currently we don’t do carpet cleaning in-house. If you’d like, we can arrange to subcontract the work from a local partner who does offer these services, though obviously just be aware that we will charge 10-15% on top of the carpet cleaner’s fee to compensate our time arranging this.

Trust & Safety

Can I trust my cleaning professional?

Mello cleaners always have been ID and reference checked, as well as interviewed. We only pick the best! Furthermore, they are fully insured; you have nothing to worry about.

What happens if something goes wrong during the cleaning?

Accidents are not impossible, which is why we will always be fully insured. If anything goes wrong, just let us know, and we’ll get it sorted asap.

Is my billing information kept safe and secure?

Of course! Your payments are processed either by PayPal, or our payment parnter, Stripe (depending on your payment option). This means that your information is never actually saved on our systems. Furthermore, we will never operate without a valid SSL certificate. Look for the green padlock in the URL bar!

What is your 100% satisfaction guarantee policy?

It is what it says on the tin! If you aren’t happy, just let us know why, and we’ll come back fix it for free.

What is your refund policy?

If for any reason you are unsatisfied with your cleaning, we will always offer to come back and re-clean for free. In the very unlikely case that you are still not happy, we’ll discuss a refund.