Report a concern

We take every concern seriously. Please read how we handle them, then send us the details and photos below.

How we handle concerns

• Please report a concern within 24 hours of your cleaning, with clear photos of each area. Photos help us review it quickly and fairly.
• We only review concerns about tasks included in your booking. New messes, stains or items outside the booked scope are a new service.
• Every concern is reviewed internally against your booking, our checklist, the team’s notes and before/after photos.
• If our review confirms an included task was not completed to standard, we arrange to correct those specific tasks.
• Cleaning results are not refunded. In special circumstances a request is reviewed internally, and refunds are given only where required by law.
• Concerns sent after 24 hours are still read, but may not be eligible for a corrective visit.
• Damage reports are assessed on the evidence. Please do not repair or discard anything before we have reviewed it.

Full details: Terms & Conditions (section 11 – Inspection, re-clean and refunds).