Return & Refund Policy
Cleaning is a service, so a “return” here means a re-clean, and a refund means money back where a visit fell short or never happened. This page explains both, plainly.
1. The free re-clean, first
Our first remedy is always to fix the work. If any checklist item was missed or done below standard, report it within 24 hours (photos help) and we will return within two working days to re-do that item free. For move-out cleans, the window extends to your handover inspection: if the agent flags a cleaning item we covered, we re-attend at no cost.
2. When money comes back instead
- We cancel and can’t reschedule within seven days: any deposit or prepayment is refunded in full.
- A re-clean still doesn’t resolve the issue: we refund the portion of the visit rate attributable to the affected items, up to the full visit price.
- You cancel a one-off booking more than three working days ahead: the 20% deposit is refunded in full.
- You cancel within three working days: the deposit is retained, since the crew slot usually cannot be refilled; you may instead move the booking once, free.
3. Prepaid recurring plans
If you end a prepaid plan early, unused visits are refunded at the discounted rate you actually paid, minus visits already delivered at that same rate. No “admin fee” deductions.
4. How and when refunds are paid
Refunds are made by bank transfer to the paying account within ten working days of the refund being agreed. We will confirm the amount in writing first so there are no surprises on either side.
5. What refunds don’t cover
Dissatisfaction with things cleaning cannot change — permanent stains we flagged as permanent, wear, pre-existing damage — and issues reported outside the windows above, where we can no longer reasonably verify the visit’s condition.
6. Talking to us
The quickest route is WhatsApp at +60 17-208 6431 with your address and a photo of the issue. Or write to [email protected]. Either way, a real person from the crew desk replies within one working day.