Help & support
Have some questions?
Clear answers about enquiries, visits, and how CHERRY works. A booking is only confirmed when we accept it in writing.
Getting started
Prices, areas, how to enquire, and what happens after you send a message.
Jump to answers →Before & during a visit
Access, products, pets, timing, and what to do if something goes wrong.
Jump to answers →Changes, privacy & language
Cancelling, your data, and switching the site to German.
Jump to answers →Getting started
Use Contact to send an enquiry, or follow the calm flow on How It Works. Choose a service, share your details, and send a message. A visit is confirmed only when we accept and confirm it in writing — not when you press send.
We confirm whether we can serve your address when we reply to your enquiry. Include your city or neighbourhood in the note so we can check coverage quickly.
On business days we aim to reply by email using the address you provided. If you haven’t heard back after two business days, send a short follow-up via Contact — include the name and email from your first message.
Home Cleaning is regular care. Deep Cleaning is a fuller reset. Move In / Out suits empty or nearly empty spaces around a move. Office is for workplaces. Housekeeping is ongoing home care. Specialised care is for finer or atypical spaces. Unsure? Say so in your enquiry — we’ll help you pick.
No. The play guide and phone screens are product demonstrations only. They do not process a live booking or charge a card. See Transparency, then use Contact to enquire for real.
Before & during a visit
Not always. Many clients provide key or access instructions. Tell us your preference in the enquiry note. We’ll only enter as agreed in the written confirmation — never assume access.
Yes — we typically bring what the visit needs. If you prefer your own products, have allergies, or need fragrance-free options, say so in your enquiry so we can plan ahead.
Yes, with clear notes. Tell us about pets, gates, or rooms to skip. We work carefully around your household; safety and access details belong in the enquiry and confirmation.
Payment details are set out when we confirm a visit — not on this marketing site’s demo screens. We never ask for card details in the public enquiry form.
Contact us the same day with your name, address, and confirmed time. We’ll sort the visit and next steps. Keep your confirmation email handy.
Check spam/junk, then Contact us with the name and email you used. Remember: sending an enquiry is not yet a confirmed booking. Confirmation only comes when we accept in writing.
Changes, privacy & language
Yes, once a visit is confirmed. Use Cancel or reschedule as soon as you can, and follow the notice periods in your confirmation and our General Terms and Conditions.
We work to a high professional standard and will discuss any concerns promptly. Absolute outcomes depend on property condition and access. Remedies are set out in our terms, not as an open-ended promise.
Only as described in the Privacy Notice and Cookie Notice — to reply to your enquiry and run the site securely. We don’t sell enquiry data. Marketing needs a separate opt-in.
Yes. The site is in English by default. Use the globe in the header to switch to German. Your choice stays on this device only. Legal pages remain authored in English; ask if you need a German copy of a specific notice.