Refunds

We want you to be completely satisfied. If something goes wrong, we work with you to find the best resolution. Refunds are one option, but often a re-clean or other solution better addresses the issue.

Our approach

Before considering refunds, we:

• Investigate what happened thoroughly
• Offer a complimentary re-clean to address any issues
• Consider refunds when a re-clean isn't appropriate or you've given us a fair chance to resolve the problem

When refunds may be issued

Refunds are considered when:

• You cancel more than 72 hours before your appointment
• Your cleaner doesn't arrive and we can't arrange a replacement
• You've accepted a re-clean and the issue persists
• You're overcharged due to a billing error
• We cancel your booking for operational reasons

When refunds are not issued

Refunds are not issued for:

• Late cancellations (less than 72 hours before)
• Minor issues that could be addressed with a re-clean
• Issues reported more than 48 hours after the service
• Problems without sufficient evidence for investigation

How to request a resolution

To report an issue:

• Contact us within 48 hours through your dashboard or by email
• Provide specific details and photos where possible
• Let us offer a re-clean before requesting a refund
• We'll review and respond within 2 working days

Refund processing

Approved refunds are processed within 5-10 working days and appear on your original payment method. For faster resolution, we may offer account credit which can be used on future bookings.