Refund Policy

We aim to deliver a reliable, consistent service. When something falls short of what was agreed, we want to address it promptly and fairly. This policy explains how we handle complaints, re-cleans, and refund requests.

1. Our Commitment

We take quality seriously and aim to carry out every clean to the standard agreed at the time of booking. If we do not meet that standard, we want to know and we want to put it right.

Our first response to a valid service concern will typically be to offer a re-clean of the affected area at no additional cost. Where a re-clean is not practical or appropriate, we will consider a partial or full refund depending on the circumstances.

2. How to Raise a Concern

If you are not satisfied with any aspect of our service, please contact us within 24 hours of the service being completed:

• By email: [email protected]
• By phone: +44 079 2309 9259

Please describe the issue clearly and, where possible, provide photographs. This helps us understand what happened and respond appropriately.

We cannot investigate concerns raised more than 48 hours after the service was completed, as it may not be possible to determine whether issues resulted from our work.

3. Re-Cleans

Where we accept that a cleaning task was missed or not completed to the agreed standard, we will arrange a re-clean of the relevant area as our preferred resolution. Re-cleans will typically be arranged within 5 working days, depending on scheduling.

A re-clean covers only the specific areas or tasks that were not completed as agreed — it is not a repeat of the full service.

4. Refunds

Partial or full refunds may be offered in the following circumstances:

• We are unable to arrange a re-clean within a reasonable timeframe
• A re-clean has already been attempted and the issue has not been resolved to a reasonable standard
• A significant portion of the agreed service was not completed
• We cancel a booking at short notice and are unable to reschedule

Refund amounts will reflect the portion of the service affected. We do not issue full refunds for issues relating to a specific area or task, unless that area or task represented the entire scope of the booking.

Refunds are processed to the original payment method within 7–10 working days of agreement.

5. Circumstances Where Refunds Are Not Applicable

We will not issue refunds in the following circumstances:

• Where the concern is raised more than 48 hours after the service was completed
• Where the issue results from factors outside our control, such as pre-existing staining, damage, or property conditions that were not disclosed at the time of booking
• Where the result reflects the realistic limitations of the service type (for example, some stains cannot be fully removed regardless of the cleaning method used, and we do not represent otherwise)
• Where the customer prevented or restricted access to areas that were part of the agreed scope
• Dissatisfaction with the outcome of a re-clean that was carried out to the agreed standard

6. Cancellation Refunds

For cancellation-related refunds, please refer to the cancellation terms set out in our Terms and Conditions. Where payment has been made in advance and a booking is cancelled in line with those terms, we will refund accordingly.

7. Consumer Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015. If you believe you have a legal remedy beyond what this policy provides, you may wish to seek independent advice from Citizens Advice or a similar service.

8. Contact

To raise a concern, request a re-clean, or discuss a refund, please contact us: