Cleaning is a service, not a product that can be returned — so our refund policy is built around a simple principle: if the work isn't right, we fix it; if we can't fix it, you don't pay for the part we got wrong.
Step One: The Re-Clean
If any part of a completed job falls short of the agreed checklist, report it during the final walkthrough or within 24 hours by phone, message or email (photos help). We will return to re-clean the affected areas free of charge, normally within 48 hours, at a time convenient to you. In our experience this resolves the overwhelming majority of concerns.
Partial Refunds
You are entitled to a partial refund, proportionate to the affected part of the job, if:
- a re-clean of the affected area still does not meet the agreed standard; or
- you decline the re-clean for a genuine reason (for example, you are moving out and cannot grant access again); or
- we agreed to a scope item and then failed to attempt it at all.
Full Refunds
A full refund applies if we cancel your booking and cannot offer a replacement slot within a reasonable time, if you cancel more than 24 hours before the appointment after prepaying, or if the service delivered differs fundamentally from the confirmed booking. Prepaid amounts for visits that never took place are always refunded in full.
Subscription Visits
For clients on weekly or fortnightly plans, a below-standard visit can be compensated either as a partial refund or as a credit against the next visit — your choice. Unused prepaid visits are refunded in full if you cancel the plan with 7 days' notice.
What Refunds Do Not Cover
- Soiling or damage that occurs after our crew has left the premises.
- Outcomes we flagged as not guaranteed before starting — for example, permanent stains, aged grout discolouration or hard-water etching that pre-dates our visit.
- Areas you asked us to exclude from the scope, or items we were instructed not to touch.
- Dissatisfaction reported more than 7 days after the visit, where we can no longer reasonably verify the condition.
How Refunds Are Paid
Approved refunds are returned by the original payment method within 7–10 business days of approval. E-wallet refunds are usually faster. We confirm every refund decision in writing, including how the amount was calculated.
How to Make a Claim
Email [email protected] with your booking date, address and a description of the issue, or call +60 3-2181 4437. Claims are acknowledged within one business day and decided within five.