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Our promise

Our checklist,
guaranteed.

Missed something on our checklist? Tell us within 24 hours with dated photos. If our review against the crew after-photos confirms it, we re-clean that area once, free. The conditions are below.

Our Promise

Every visit follows a written, room-by-room checklist, and the crew photographs the rooms they finish. If an area you booked was missed or not cleaned to that checklist, we come back once and re-clean that area at no charge.

When a re-clean is owed

Every one of these has to be true:

  1. You tell us within 24 hours of the end of the visit, by text or email to the office.
  2. You send clear, dated photos of each area, taken before the area is used, moved or changed.
  3. The area was part of the scope you booked and is on our checklist for that service.
  4. It qualifies: one specific checklist line, in a room you booked, that was missed entirely or left visibly not done to standard, and nothing under 'What does not qualify' applies (not booked, permanent or pre-existing, changed after we left, not reachable, outside the time or condition agreed, preferences, specialty services, no specific issue).
  5. Our review of your photos against the crew's after-photos shows the area was not completed. If the after-photos show it done, no re-clean is owed.
  6. The home is left as we left it and is open to us at a time we offer within 3 business days.
  7. The visit's balance is paid.

White Glove inspections keep a 72-hour window, with photos, for checklist items. Every other condition applies to them in full.

What qualifies

A re-clean covers one specific checklist line, in a room you booked, that the crew:

  1. Missed entirely. Examples: a booked bathroom not cleaned; a booked room's floor not vacuumed or mopped; trash not emptied; a paid add-on on this visit (for example inside the oven) not done.
  2. Left visibly not done to the checklist standard, seen in a clear dated photo taken before the area was used:
    • dust or debris on a surface the checklist covers, within reach without a ladder taller than 6 feet
    • soap scum, toothpaste, hair or residue in a sink, tub, shower or toilet the checklist covers
    • smears or spots on a mirror or interior glass the checklist covers
    • crumbs, spills or grease on a counter, stovetop or appliance front the checklist covers
    • visible debris or spots on the floor of a booked room

Every issue must name the room, the checklist line, and include a photo that shows it.

What does not qualify

  1. Not booked. Anything not on the checklist for the service you booked, any room you did not book, and add-ons you did not book (for example inside the oven or fridge, interior windows, walls, cabinet interiors).
  2. Permanent or pre-existing. Stains, etching, hard-water or rust marks, discoloration, scratches, chips, worn finishes, stained or failing grout or caulk, and odors.
  3. Changed after we left. Rooms or items used, cooked in, moved or delivered to after the visit; people, pets, guests, movers or contractors in the area; dust, pet hair or debris that settled after the visit.
  4. Not reachable or skipped at your request. Clutter and belongings covering a surface, locked rooms, items you asked us not to touch, places that need a ladder taller than 6 feet, and areas behind or under heavy furniture or appliances.
  5. Outside the time or condition agreed. A visit you ended early, areas covered by an extra-time request you declined, and a home in heavier condition than described when you booked.
  6. Preferences. How items were arranged, folded or put back, the products or scent used, and streaks seen only in direct sunlight.
  7. Specialty or separate services. Biohazards, mold, pest residue, post-construction dust beyond the booked service, exterior windows, and carpet or upholstery spots (carpet and upholstery cleaning is a separate service).
  8. No specific issue. General dissatisfaction without a named checklist line and photo, anything raised after the window, and a second re-clean for the same visit.

Damage is not a re-clean; it is handled under Section 6.

What a re-clean is not

  • Not a refund. Work that has been done is not refunded.
  • Not a new visit. It covers only the lines that qualify, one time.

How to ask

  1. Open the re-clean link in your visit text or email, or on your visit card, within 24 hours of the end of the visit.
  2. Pick the room, tick each checklist line that was missed, say whether it was missed entirely or not done to standard, and add a photo of that line. Confirm that nothing under "What does not qualify" applies, and leave the areas as they are.
  3. A manager compares your photos with the crew's after-photos and replies within 4 business hours. If it is approved, the office calls to book a no-charge visit for those areas within 3 business days.

Something damaged?

Damage is handled separately: tell us in writing within 48 hours and we investigate (terms, section 6). The full re-clean terms are in section 4.

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