FAQ
Our FAQ page is designed to give you quick, clear answers to the most common questions about our bespoke services, membership plans, and booking process. From emergency call-outs to product safety, you’ll find everything you need to know in one place — making it easier than ever to experience The Velocity Group’s exceptional standards with confidence.
We serve Greater London, Surrey, Essex, and surrounding postcodes. Unsure if we cover you? Message us directly.
All surface cleaning, vacuuming, mopping, bathroom and kitchen cleaning, bins, and light organisation. Customisable on request.
Yes, we use our own high-quality and eco-conscious products unless you request specific ones.
Not at all — we operate with secure access procedures to protect your time and privacy
Yes, we require a small deposit to secure each booking. This is deducted from your final bill and transferable with 24+ hour notice.
Via our website form, email, or WhatsApp — we’ll confirm everything with a personalised response.
Yes, we offer evening and weekend appointments subject to availability. These are perfect for clients with busy schedules or event-based cleans. Please note that premium rates may apply for late-night, Sunday, or bank holiday services.
Absolutely. We are fully insured and DBS-checked, giving you complete peace of mind. Our insurance covers accidental damage, liability, and public protection to ensure your property is always safeguarded.
Yes, we offer exclusive membership plans for clients seeking consistent service with added value. Memberships include:
Priority bookings
Complimentary seasonal extras
Loyalty rewards
Access to exclusive services (e.g. linen service, car detailing, eco product bundles)
Visit our Membership page to explore the options that suit your lifestyle best.
We kindly request 48 hours’ notice for any cancellation or reschedule. Cancellations made within 24 hours of your appointment may incur a cancellation fee or forfeiture of deposit. This policy allows us to offer fair scheduling to all clients and respect our team's time.
Yes. We use non-toxic, pet-safe products as standard and take extra care in homes with animals. We understand how sensitive pets can be to strong scents and chemicals, which is why our products are chosen for their safety and gentle formulation.
We do! Our Pet-Friendly Deep Clean is designed specifically for homes with furry companions. This service includes:
Pet hair and dander removal from carpets and furniture
Odour-neutralising treatments
Use of hypoallergenic, pet-safe products
Focus on pet zones, toys, and sleeping areas
Optional flea treatment or antibacterial fogging (on request)
This service is ideal for seasonal refreshes, post-grooming sessions, or preparing for guests.
Absolutely. Emergency support is available, with Prestige members receiving top priority for last-minute or urgent requests.
Each tier of membership offers exclusive benefits such as priority bookings, discounted services, and tailored care packages. Whether you choose Entry, Momentum, or Prestige, your plan ensures consistent quality and exceptional standards across all your property needs.