Refund Policy

We want you to be completely satisfied with our service. If something goes wrong, we work with you to find the best resolution. Our goal is always to make things right, and we have a fair policy for situations where a refund may be appropriate.

Our approach to resolving issues

When you report a problem, our priority is to genuinely put things right - not just offer compensation. We believe in fixing issues properly so you can continue to enjoy a great service:

• We investigate every complaint thoroughly before making any decision
• Our preferred resolution is a complimentary re-clean to address any areas that weren't up to standard
• Re-cleans allow us to put things right properly and demonstrate our commitment to quality
• Refunds are considered when a re-clean wouldn't be appropriate or you've given us a fair chance to resolve the issue
• We look at the full picture, including the nature of the problem and your booking history with us

When refunds may be issued

Refunds are considered in specific circumstances where other resolutions aren't suitable:

• You cancel your booking within the free cancellation window (more than 72 hours before)
• Your cleaner doesn't arrive and we're unable to arrange a replacement
• A billing error results in you being overcharged
• We cancel your booking for operational reasons with insufficient notice
• You've accepted a re-clean and the issue persists after our second attempt
• The nature of the issue means a re-clean isn't practical (rare circumstances)

When refunds are not issued

To be fair to all customers and our cleaners, refunds are not issued in these situations:

• You cancel less than 72 hours before your appointment (cancellation fee applies)
• Minor issues that could reasonably be addressed with a re-clean
• Issues reported more than 48 hours after the service was completed
• Complaints without sufficient evidence or detail for us to investigate
• Dissatisfaction with your regular cleaner that wasn't raised with us first
• Areas you requested not to be cleaned or that were inaccessible
• Pre-existing damage or issues not caused by our service
• Expectations beyond the scope of the service booked (e.g., expecting deep clean results from a regular clean)

Our investigation process

Before any refund is approved, we conduct a thorough review:

• We review your booking details, service notes, and any special instructions
• We speak with the cleaner who completed your service
• We assess any photos or evidence you've provided
• We consider whether you contacted us promptly after noticing the issue
• We look at whether you've given us an opportunity to resolve the issue first
• We take into account the overall service history and circumstances

How refund amounts are determined

When a refund is approved, the amount depends on the circumstances:

• Free cancellation window: Full refund of any payment taken
• Cleaner no-show with no replacement: Full refund
• Billing errors: Full refund of the overcharged amount
• Service issues after failed re-clean: Partial or full refund based on severity
• Partial service completion: Proportional refund for work not completed
• Late cancellation by you: Cancellation fee (full booking cost) is retained

Alternative resolutions we offer

In many cases, these alternatives provide a better outcome than a refund:

• Complimentary re-clean: We send a cleaner back to address any areas that weren't up to standard, at no extra cost
• Account credit: Applied to your account for future bookings, sometimes with additional goodwill credit
• Extended service: Additional time on your next booking to ensure everything is covered
• Cleaner change: If you're not happy with your assigned cleaner, we can arrange someone different

How to request a resolution

If you're unhappy with your service, please follow these steps:

• Report the issue within 48 hours of your clean through your dashboard or by contacting us
• Provide specific details about what wasn't satisfactory, with photos where possible
• Let us know what resolution you're looking for
• Give us the opportunity to offer a re-clean before requesting a refund
• Our team will review your case and respond within 2 working days

How refunds are processed

When a refund is approved:

• The refund is processed to your original payment method
• Processing time: 5-10 working days depending on your bank
• You'll receive email confirmation when the refund is issued
• For recurring bookings, refunds apply only to the specific booking in question
• Partial refunds are calculated based on the nature and extent of the issue

Account credits

In some cases, we may offer account credit as an alternative to a cash refund. Account credits:

• Are applied to your account immediately
• Can be used towards any future booking
• Do not expire
• May include additional goodwill credit as a gesture of apology
• Provide a faster resolution than waiting for bank processing

Recurring booking refunds

For customers with recurring bookings, refund policies apply as follows:

• Refunds are assessed on a per-booking basis, not the entire recurring arrangement
• A refund for one booking does not affect your other scheduled cleans
• If you're consistently unhappy, we recommend discussing cleaner changes or service adjustments
• Cancelling your recurring booking doesn't entitle you to refunds for past services

Our commitment

We aim to be fair to both our customers and our cleaners. Our cleaners work hard to deliver excellent service, and we support them while also ensuring customers receive the quality they're paying for. By investigating issues thoroughly and offering re-cleans first, we can usually resolve problems while maintaining the trust that makes our service work for everyone.

Disputes and escalation

If you disagree with our decision on a refund request, you can ask for your case to be escalated to a senior manager for a final review. We'll consider any additional information you provide and give you a written response explaining our final decision.