Refund Policy

For end-of-lease cleans, if your agent flags anything within 72 hours of the clean, we return and re-clean the flagged areas free of charge. For short-stay turnovers, we offer a free return within 24 hours if something is not right.

These guarantees cover the cleaning work itself — they do not cover pre-existing damage, items left in the property, or issues caused by tenants, guests, or others.

We may issue a refund or a partial refund in the following circumstances:

• We cancel a job for any reason after you have paid, and we cannot offer an alternative time that works for you.
• A job is significantly different from what was agreed — for example, we clean the wrong property, or the scope is materially different from what was confirmed.
• A service is not delivered as agreed through no fault of your own — for example, we fail to attend at the agreed time without reasonable notice.

Refunds are typically issued to the original payment method. The amount and timing depend on the circumstances. Where a partial refund is appropriate, we will discuss the amount with you before processing it.

A refund is generally not available in the following circumstances:

• You change your mind after the job has been completed to your agreed standard.
• The issue is a matter of personal preference rather than a failure of the cleaning work — for example, you would have preferred a different product or technique that was not part of the agreed scope.
• The issue is caused by something outside our control — for example, pre-existing damage, a delay caused by access issues, or circumstances we could not reasonably have anticipated.
• You do not raise a concern within the guarantee period (72 hours for end-of-lease, 24 hours for short-stay turnovers).

If you are not satisfied with a job, contact us as soon as possible and within the guarantee period. Tell us what the issue is and, where relevant, share the inspection notes or photos from your agent or guest.

We will review your concern and let you know what we can do. Where the issue is with our cleaning work, we will return and re-clean the affected areas at no cost, within the guarantee period.

To raise a concern, email us at [email protected].

If a deposit is required for a booking, it is typically non-refundable if you cancel without sufficient notice, because we may have already allocated staff and time to your job. The amount and terms are confirmed with you in writing before the booking is finalised.

We may update this policy from time to time. The date at the top of this page shows when it was last changed. If we make a significant change, we will make a reasonable effort to let you know.

Questions about refunds or guarantees? Email us at [email protected].